POLICIES
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 10 hour cancellation policy. You can cancel without any fees or class loss 10 hours prior to the start time of your class.
WHAT FEES ARE INCURRED FOR LATE CANCELLATION?
If you are on a membership and late cancel your class you will incur a $10 penalty fee. If you are on a class pack you will lose your class.
WHAT FEES ARE INCURRED FOR NO SHOWING CLASS?
If you are on a membership and no show your class you will incur a $20 late cancel fee. If you are on a class pack you will lose your class credit.
WHAT IS YOUR POLICY FOR ARRIVING LATE TO THE STUDIO?
We do 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 & ensure that you are not given a fee. We understand this can be frustrating but please be understanding of our policy. Reach out to info@urbanlagree.com with further questions.
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 remove 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 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 CUT OFF 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 attempt 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. Monitor 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 DURATION IS OVER?
We get it, life gets busy and our schedules change. Clients can freeze their membership for up to two full months by contacting the studio at info@urbanlagree.com. The membership freeze will go into effect at the start of your next billing cycle and will resume automatically.
HOW OFTEN CAN I FREEZE MY MEMBERSHIP?
Clients can freeze their membership two times a year.
WHAT IS THE POLICY FOR CANCELLING 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 penalty fee.
WHAT IS THE EXPIRATION OF CLASS PACKS?
All class packages have an expiration of 6 months. 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?
All sales are final for class packs and memberships. For example, if you have purchased 3 months unlimited, you are contracted to pay for the full 3 months. We make exceptions for medical emergencies/situations that require termination of contract or class pack usage.
