Policies
At the Studio
Our Small Group Classes are 50 minutes and Private & Duet/Duo sessions are approximately 50-55 minutes long to allow for sanitization of the equipment and reducing contact between individuals.
We ask that you wear grip socks (mandatory) and bring a medium sized towel for your comfort and hygiene. Please note that open water containers are NOT allowed inside the studio, please bring a water bottle and use our purified water system at your convenience.
Sessions and classes end on time regardless of arrival time.
Please arrive perfume and fragrance free. For safety reasons, please avoid wearing hanging jewelry during sessions.
By booking and registering to services you agree to abide by the 24 hour cancellation policy for privates and 10 hour cancellation policy for classes.
Payment or a payment method on file is required to reserve a session or class, we cannot guarantee your reservation without them. Payment is due at the time of your session or class. Payments are refundable for a 4% fee. We are unable to accept cash payments over $20 or checks. If paying with cash please bring exact amount as we do not carry change.
Cancellation & Make Up Policies for PRIVATE & DUO CLIENTS
Due to capacity limitations and reduced scheduling availability we need your help and commitment to keep our studio operating. By scheduling a session you agree to abide by our cancellation and make up policy. Please read our policies carefully feel free to reach our to us if you have questions or concerns.
We kindly ask for 24 hour notice if you need to cancel any of your sessions. Late cancels will count as a used session. Frequent late cancellations can disrupt scheduling and impact instructors' livelihood, which may result in them being unable to accommodate future appointments.
No Shows and cancellations that are made within an hour of the session are considered forfeited regardless of the reason. These sessions are not eligible for our Make Up Policy.
If you need to cancel due to an medical emergency, you may receive a make up for that session. Please note:
1) A Make up need to be requested via text or email and once approved expire after 2 months of the date of the session.
2)A Make up has to be scheduled with the original trainer AND in addition to your regularly scheduled sessions, not to replace them.
3)Make ups are contingent on trainer’s availability. We will do our best to accommodate your schedule but we ask for your flexibility as well.
4)Make ups are limited to one every 3 months or 4 per year whichever is less.
5)Providing a make up session is at the discretion of the studio.
If you have an in-person session scheduled and you suspect you might be developing cold-like symptoms but would still like to exercise, let us know as soon as you can and we may be able to train you via a virtual platform instead during your scheduled session.
No-Shows or late cancellations within 1 hour of the session are considered forfeited regardless of the reason. Make-ups cannot be extended for this type of cancellation.
If you are part of a Duo (2 Students) and your partner cancels within 24 hours of their session, we will teach you without your partner and both of your sessions will be counted toward your respective duet packages. If your partner cancels before the 24 hours window, we will give you the option to upgrade to a solo or cancel your session.
If you have any extraordinary or extenuating circumstances, or any concerns regarding being able to commit to your time or the cancellation policy please let us know as soon as you can.
HOW TO CANCEL
PLEASE: All cancellations MUST be via the 3 methods described below. We are not able to remember verbal communication regarding scheduling changes and days off. ANY verbal communication with trainers (including Becky and Ayelet) are NOT accepted. We cannot be responsible for mistakes that are made via other methods of communication.
3 WAYS TO CANCEL
Text message to: (818) 921-6514 (PREFERRED)
Email: pilatesfitnessencino@gmail.com
Leave a voicemail at (818) 921-6514