Policies – Frequently Asked Questions
What is your policy for showing up late to class?
If you are new to the studio and arrive late you will be unable to join class. All new clients are required to arrive 10 minutes early to be introduced to the machine. If they arrive at the start of class an instructor has the right to turn the client away. For all other clients, we will offer your spot to waitlisted clients as soon as class starts. Please arrive on time to avoid losing your spot.
What is your cancellation policy?
We have a 8 hour cancellation policy. You can cancel without any fees 8 hours prior to the start time of your class.
What fees are incurred for late cancellation?
If you are on a membership or using class packs, you will incur a $15 late cancellation fee.
What fees are incurred for not showing up to class?
If you are on a membership or using class packs, you will incur a $25 no-show fee.
Will I lose my class credit along with incurring a fee?
No, you will not lose your credit; it will be refunded back to your account. Our policy has been updated so that no class credits will be lost, but everyone regardless of purchase type will receive a no-show or late cancel fee.
What is your cancellation policy for privates?
We have a 10-hour cancellation policy for private sessions. You can cancel without any fees 10 hours prior to the start time of your session. If you cancel past the 10-hour mark, you will receive a $35 no-show fee.
What is your policy for arriving late to the studio?
We have a strict policy that if you are not at the studio at the start time of class, the instructor can turn you away. If a client from the waitlist is there at the start time of class and you are not present, your spot will be given away. We will refund your class credit and ensure that you are not given a fee. We understand this can be frustrating but please be understanding of our policy. For further questions, reach out to info@urbanlagree.com.
Will I be allowed to take class if I arrive late?
If nobody from the waitlist has taken your spot, you will be allowed to join the class late (unless you are a first-time client). All first-time clients must arrive 10 minutes prior to the start of the class. If you are a regular and joining a few minutes late, please be courteous when you come into the studio. Please try not to be distracting and hop right onto the megaformer.
Do you offer waitlists when classes are full?
When scheduled classes are full, clients can join a waitlist. Clients must make sure they have an active membership or class series. If they do not get a spot in the class, the class credit will be returned to their account.
What is the waitlist cutoff for getting into class?
If a spot opens more than 2 hours before the start of class, a client will be added to the class automatically and will receive an email confirmation. For early morning classes, clients are advised to remove themselves from any waitlist if they no longer plan to attend class.
How do I check if I am on the waitlist?
To check your waitlist status, log in to your account and select “My Classes.” If you are on the waitlist, you will see your waitlist position. If you do not want this class, be sure to remove yourself from the waitlist or notify us, and we’ll remove you.
How do I know when I’ve made it off the waitlist?
Clients need to opt in to receive email and SMS communications. Clients will receive an automatic email from our system when added off the waitlist and an SMS 1 hour prior to class start time. Clients can also log in to their account and select “My Classes” to see the waitlist and class schedule.
Can I put myself on multiple waitlists?
Clients can add themselves to multiple waitlists as long as they have enough class credits or are on a membership. Please note if they add themselves to two waitlists and get off of both of them, they will be responsible for canceling one of these classes. Monitoring their position on the waitlist can help avoid getting into multiple classes and incurring a penalty fee on one of the classes.
What if I need to cancel or pause membership before the duration is over?
We understand that life gets busy and our schedules change. Clients can cancel their membership or freeze their membership for up to three full months by contacting the studio at info@urbanlagree.com.
What are your freeze rules?
Clients can freeze their membership for a minimum of 2 weeks and up to three months throughout one calendar year. 2-week freezes will be complimentary on memberships, but we will charge a freeze fee of $15 for each month. Accounts can only be frozen for the following billing cycle so please ensure to contact the studio prior to the cycle you wish to have frozen. To put your account on pause, please contact us at info@urbanlagree.com.
What is the policy for canceling memberships?
Please send a written email to info@urbanlagree.com to cancel your membership. Notice of cancellation of membership must be provided 14 days in advance of your next billing cycle. Your contract term must be finished, or there will be a $50 penalty fee.
Does my membership work at all locations?
Your membership will be interchangeable between all Urban Lagree locations.
What is the expiration of class packs?
All class packages have an expiration of 3-6 months depending on the credit package purchased. You must activate your package series by taking class within 6 months from purchase to avoid losing the classes.
What is the merchandise return policy?
Merchandise must be returned within 10 days of purchase to the studio. All merchandise must be unwashed, unaltered, and unworn with the original hangtags attached. Refunds will only be issued in the form of account credit. We reserve the right to refuse a return for any reason at our discretion. This includes, but is not limited to, if merchandise does not comply with our return policy (worn, washed, without tags, outside the 10-day period, etc).
What is the refund policy for memberships/packs?