FAQ

Like any other workout, Reformation Pilates requires commitment to see a change. Depending on your goals and availability, we recommend you come three times per week. Our signature membership, 12x per month on Auto-Renewal, will have you feeling and seeing results in just 30 days. Reformed clients and members are allowed to take up to one class per day.

SHOW UP EARLY 

We ask that new clients arrive to their first class 10 minutes early to allow time for set-up on their reformer. You may be asked to reschedule if you do not arrive 10 minutes early, as this time allows you to meet with your instructor, get set up on your reformer, and discuss any specific modifications you might need throughout class so that you get a safe and effective workout.

THE WORKOUT 

Class is 50 minutes in length. We always start class with CORE, followed by UPPER BODY, then LOWER BODY, and finish with a COOL DOWN stretch. Although the structure and flow of class is consistent day to day, the exercises and accessories you use will vary to keep your workout fun and fresh! You will get a full-body workout, work muscles to fatigue, and get your heart rate up so that you maximize the 50 minutes spent in class!

WHAT TO WEAR/BRING

We recommend comfortable fitness attire and a water bottle that can be filled in the studio. Gripper socks are optional and can be purchased in the studio. If you do not have gripper socks, you will take class barefoot. We ask that all other personal items, including cell phones turned to silent, be stored away during class.

Reformed Pilates does not allow anyone under 16 to take class. However, 16—and 17-year-old minors are allowed to take class with their parents’ consent. A parent or legal guardian must sign the minor’s waiver in the studio prior to the minor’s first class. Reformed Pilates reserves the right to refuse service to anyone should we feel that our classes, instruction, or environment are not a mutual fit.

You will have 14 days from the date of purchase to use your first class! Don’t wait, schedule today!

You will have one week from the day you book your first class to use the seven consecutive days of classes! The first class must be reserved within 14 days of the purchase date. To fully utilize your week of classes, we suggest signing up 7-10 days in advance!

For assistance with scheduling, please submit a support ticket or call to speak with a member of our support team:

AZ office: 602-466-2819

TX office: 469-694-2893 

When class is in session, our studio is a No Phone Zone. To ensure our clients get the most effective and safe workout each time, it is essential that they can hear our instructors’ cues clearly and that they are not distracted by their own or their neighbor’s phones. Because of this, we ask that phones be silenced and stored away during class.  If you need to take an emergency call, we ask that you do so outside the studio.  While we encourage clients to take pictures and videos in the studio before & after class (make sure to tag us!), we ask that you respect the privacy of the clients around you and do not photograph or film them without their consent.

Liability Waivers are required on/before a new client’s first visit and must be on file before joining class. 

There are no contracts for Auto Renewal memberships. We require 30 days written notice PRIOR TO YOUR AUTO-RENEWAL DATE to cancel. The last monthly membership payment is required in full for all cancellations (including cancellations from a freeze). To cancel, you must submit a ticket by clicking the member support button on our website. Cancellations can not be made in the studio. You CANNOT purchase and cancel on the same day. As a result, you are committing to at least two months, first and last, when you purchase an auto-renewal membership.

Prepaid Memberships can be cancelled at any time, provided notice is given in advance of the next payment date. Unless cancelled, Prepaid Memberships will renew automatically for the previously purchased months.

Memberships purchased in the online store will activate on the same day. If you would like to purchase a membership with a future start date or are looking to Upgrade/Downgrade a current membership, please submit a support ticket or call to speak with a member of our support team:

AZ office: 602-466-2819

TX office: 469-694-2893 

Renewals & Booking Window 

Auto-renewal memberships are charged monthly on the same date. If your billing date is the 1st of each month, your membership will be charged at the end of the day on the 1st, and your account will be loaded with your 8 or 12 classes, which can then be used to reserve class from the 2nd of the current month to the 1st of the upcoming month. 8x and 12x members have a rolling 21-day booking window, meaning you can always reserve up to 21 days out from the current date provided you have available classes remaining from your 8 or 12.

Use or Lose

All of your 8/12 classes must be used before your next auto-renewal date. Unused classes cannot be carried over to the next month. Should you wish to take more than your allotted classes in 30 days, single classes may be purchased in the online store. 

Late Cancel & No Shows 

Our Late Cancel window is 6 hours before your scheduled class starts. If you Late Cancel or No Show, you will be charged a $10/$20 fee respectively. 8x and 12x members will be credited a class for which a penalty fee is incurred within 72 hours of the original class time. Because penalty classes are manually added back to your account, they may not be available immediately to reschedule.  

Memberships purchased in the online store will activate on the same day. If you would like to purchase a membership with a future start date or are looking to Upgrade/Downgrade a current membership, please submit a support ticket or call to speak with a member of our support team:

AZ office: 602-466-2819

TX office: 469-694-2893 

Schedule adjustments can be made in the app or on our website! Our Late Cancel window is 6 hours before your scheduled class starts. (ie; if you are scheduled for 12PM class, you will need to cancel by 5:59AM to avoid a penalty fee). Penalties for Late Cancel and No Show classes are as follows:

All Memberships & Week Pass Classes
Classes reserved using a membership will be charged a $10 Late Cancel fee and $20 for a No Show fee.

8x & 12x Members 

8x and 12x members will be credited a class for which a penalty fee is incurred within 72 hours of the original class time. Because penalty classes are manually added back to your account, they may not be available immediately to reschedule.    

Single Classes and Single Guest Classes

Classes reserved using a package, Single Class, or Single Guest class will be lost.

Space is limited, with 12 -15 reformers per studio. Please respect other members and cancel in a timely manner if necessary. No exceptions.

We ask that all clients show up on time to class! With growing wait lists, clients often show up to class hoping to get a spot. Your spot is not guaranteed if you are registered for a class but do not show up on time. At the start of class, if there is an open spot and someone is waiting, that spot will be given to the waiting client who was there at the beginning of class. Because of this, we suggest that you arrive 5 minutes early to your scheduled class.

In addition, it is unsafe when clients show up late to class and miss the warm-up! So, for all Pilates classes, we allow a five-minute grace period*. If you show up later than five minutes past the start time, you will not be allowed in. No exceptions. *The five-minute grace period only applies if no one is waiting for the open reformer.

We ask that clients stay until the end of class whenever possible to ensure they receive the full benefits of the session and limit disruptions. However, if you absolutely must leave early, please follow these guidelines:

• Timing: Please wait until the cool-down portion of the class has started before leaving. This helps minimize disruption during the exercise portions of the class, where balance and client safety are the priority.
• Cleaning: Before leaving, we ask that you clean and reset your equipment to maintain a clean and organized space for the next client.

We appreciate your cooperation in helping us create a focused and safe environment for all participants.

Fee Refund Policy

Clients will receive one Late Cancel or No Show free pass PER YEAR. With only 12-14 reformers per studio, we enforce our late cancel/no-show policy so that clients can take their preferred class times. We kindly ask that all clients cancel class within 6 hours of the class including re-booking into another class to avoid a fee.

Same Day Class Change Request Policy

For this reason, we also ask that same-day class change requests that fall within the 6 hours before a class be limited. Clients who continually request same-day class changes will be subject to Late Cancellation and No-Show fees. Same-day class change requests will be approved on a case-by-case basis and can only be made by a member of our support team during our regular business hours.

Penalty fees are automatically charged approximately two hours after the start of class.

We require valid billing info to adhere to our membership policies. To update your billing information through your profile visit our website or app and log in. Navigate to “Payment Methods” and input your card information. If adding a new card, please make sure to delete any old cards to avoid further charges to that payment method.

For assistance updating payment information, please submit a support ticket or call to speak with a member of our support team:

AZ office: 602-466-2819

TX office: 469-694-2893 

To upgrade or downgrade your membership, please submit a ticket by clicking on the member support button on our website or call us during office hours at 602-466-2819. Please note that all upgrades/downgrades require a two-month commitment before another upgrade/downgrade may be processed.

Memberships purchased in the online store will activate on the same day. If you would like to purchase a membership with a future start date or are looking to Upgrade/Downgrade a current membership, please submit a support ticket or call to speak with a member of our support team:

AZ office: 602-466-2819

TX office: 469-694-2893 

 Priority Booking: Take the same class time at the same studio every day? Prepaid membership is for you! These options allow you to book 60 days in advance as opposed to the monthly counterparts which are limited to 21 or 30 days!

Guest Passes: Working out with a friend is always more fun! Your prepaid membership includes one guest pass per month.

Retail Discount: Can you ever genuinely have too many Pilates socks? We think not! Prepaid members receive 10% off all retail automatically!

Discounted Rates: Prepaid members receive price breaks off our current monthly rates! Cha-ching!

No Cancellation Notice: There are no contract requirements for prepaid members. Prepaid memberships can be cancelled at any time, provided notice is given in advance of the next payment date. Unless cancelled, Prepaid Memberships will renew automatically for the number of months previously purchased.

Memberships purchased in the online store will activate on the same day. If you would like to purchase a membership with a future start date or are looking to Upgrade/Downgrade a current membership, please submit a support ticket or call to speak with a member of our support team:

AZ office: 602-466-2819

TX office: 469-694-2893 

We allow standard freezes up to 30 days once per year for both Auto-Renewal and Prepaid Memberships. Freezes must meet a 14-day minimum to be processed. Requests for freezes longer than 30 days, up to 90 days, will be reviewed for consideration but are not guaranteed. (i.e., injury, pregnancy, emergency). To request a freeze, please submit a support ticket by clicking on the member support button on our website. Please note: you cannot make reservations on days covered by a freeze. Any pending reservations scheduled in the freeze period will automatically be cancelled once the freeze is processed in our system. Clients on a freeze are still responsible for their last month’s payment should they cancel before reinstating their membership.

Existing Clients

We ask that existing clients let their instructors know if they become pregnant so that proper modifications can be given during class. Pre/post-natal private sessions may be available to existing clients at an additional cost. We do not offer recurring private sessions at this time.

New Clients

Out of an abundance of caution, we do not accept New to Reformed clients who are pregnant beyond their first trimester to take class. New to Reformed clients who are pregnant and in their first trimester will be required to schedule and complete a Prenatal Private Session ($50) before joining group classes.

With up to 14 clients per class, these policies ensure that each attending client gets the most effective and safe workout possible.

While we understand that injuries are frustrating and it is difficult to take time off from your workout routine, we ask that clients with a current injury freeze their membership and take the necessary time to recover. If a client is experiencing an injury that prohibits them from participating in the majority of the class’s routine/exercises (outside of the modifications already provided by the instructor), we ask that they do not take class. Ultimately, it creates a liability for the studio, it can prolong a client’s recovery, and it is distracting to other clients. We do not allow clients currently in a cast, boot or sling to take class.

All memberships and packages are non-refundable and non-transferable.

Waitlists are offered for any full class that does not begin for 12+ hours.

Waitlists will lock 12 hours before the start time of class. Meaning, if you are added from the waitlist, it will be at least 12 hours in advance of the class start time. Once the class has ended, any client remaining on the waitlist will be “released” from the class. Once released from the waitlist, the class credit used to reserve the spot on the waitlist will be automatically added back to the client account so that the client can utilize that credit.

Example: If you are on a waitlist for a 6AM class and have not been added to the class by 6PM the evening prior, you will FIRST need to remove yourself from the 6AM waitlist to release the class credit before you can reserve another time on the same day. If you do not remove yourself from the waitlist once it has locked, the class credit will not be available for you to rebook until that class has ended (in this example, that would be at 7AM). Additionally, once the waitlist has locked, the class becomes first come, first serve. Using the 6AM class as an example, if you remove yourself from the waitlist at 6PM the night before it has locked, you can check the schedule before bed or upon waking up and reserve a spot if one has become available.

Booking windows are on a rolling basis:

8x/Month and 12x/Month members have a rolling 21-day booking window, provided that classes are available on the account.

Unlimited members can book up to 30 days in advance.

Prepaid members can book 60 days in advance.

5-Packs and 10-Packs expire 3 months from the date of purchase, and 20-Packs expire 6 months from the date of purchase.

ALL packages purchased online, including Flash Sale packages, will activate on the same day. 

To purchase a gift card: Gift cards can be purchased in quantities of $25, $50, $75, and $100 and can be applied to any package, membership, or in-studio retail. Physical gift cards may be purchased in the studio. Emailed gift cards can be purchased in the online store and will be sent to the recipient on the day of purchase.

To redeem a gift card: Gift cards may applied to any of our memberships, packages or retail unless specified on the gift card voucher! To redeem your gift card on an active membership, head to your app, select “Payment Methods” then “Redeem a Gift Card”. Once the gift card number has been added make sure to toggle the “Apply account balance to upcoming charges” button to the on position.

For assistance with gift card purchases, please submit a support ticket or call to speak with a member of our support team:

AZ office: 602-466-2819

TX office: 469-694-2893 

To keep a fair and consistent policy across all locations, we ask that clients do not leave promotional material such as business cards or flyers, in the studio. All cross-promotion event inquiries can be sent to support@reformedpilates.com for approval.