FAQ

Reformed Pilates is like any other work-out, it takes a commitment to see a change. Depending on your goals and availability, we recommend you come 3x 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 1 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 which can be filled up in studio. Gripper socks are optional and can be purchased in 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 and stored away during class.

Reformed Pilates does not allow anyone under the age of 16 to take class. 16 and 17 year old minors are allowed to take class with parent’s 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 1 week  from the day you book your first class to use the 7 consecutive days of classes! First class must be reserved within 14 days of 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 our office @  602-466-2819.

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 important that they are able to hear our instructors’ cues clearly, and they are not distracted by their own or their neighbor’s phones. Because of this, we ask that phones are silenced and stored away during class times.  If you need to take an emergency call, we ask that you do so outside of 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 prior to joining class. Our Liability Waiver is below for reference: I, the client, am aware that I am engaging in physical exercise and that the use of training equipment and instruction could cause injury to me. I am voluntarily participating in these activities and assume all risk of injury that might result from them. I understand that all reasonable efforts will be made to ensure my physical safety. I understand that the equipment can be dangerous if used improperly and I will follow the strict instructions given to me by my instructor with respect to all of the equipment used. I understand that if I have a pre-existing injury or am pre/post natal, it is my responsibility to communicate this information prior to the start of class with the instructor(s), including any known limitations.

I agree to waive any claims and rights I might otherwise have to make a suit against Reformed Pilates, LLC, Reformed Holdings, LLC,  and its instructors. I agree to hold Reformed Pilates, LLC, Reformed Holdings, LLC,  and its instructors harmless for any injury I might incur from my participation in the training program.

I further agree to the policies stated below:

Be sure to arrive to class on time. If you are not present at the start of class, and someone is waiting in studio from the waitlist, your spot will be given away.

6 Hour Cancellation Policy (Membership Late Cancel Fee: $10 / Membership No Show Fee: $20)

You may take up to one Pilates class per day

By providing your mobile number, you agree that Reformed Pilates may send you periodic SMS or MMS messages containing but not limited to important information, updates, deals, and specials

There are no contracts for Auto Renewal memberships. We do 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 on the member support button on our website. Cancellations can not be done in 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 given 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 our office prior to purchasing @ 602-466-2819. 

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 that you have available classes remaining from your 8 or 12.

Use or Lose

All of your 8/12 classes must be used prior to your next auto-renewal date. Classes that are unused 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 the start of your scheduled class. 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 our office prior to purchasing @ 602-244-2819. 

Schedule adjustments can be made in the app or on our website! Our Late Cancel window is 6 hours before the start of your scheduled class. (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 result in the loss of the class.

With 12 -14 reformers per studio, space is limited. We ask that you 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 are often showing up to class with the hopes of getting a spot. If you are registered for a class but do not show up on time, your spot is not guaranteed. 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 start of class. Because of this, we suggest that you arrive 5 minutes early to your scheduled class.

In addition, when clients show-up late to class and miss the warm-up it is unsafe! So, for all Pilates classes, we allow a five minute grace period*. If you show up later than 5 minutes past the start time you will not be allowed in. No exceptions. *The 5 minute grace period only applies if no one is waiting for the open reformer.

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 are able to 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 are limited. Clients who continually request same day class changes will be subject to Late Cancel 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 in order to adhere to our membership policies. To update your billing information through your profile visit our website or app and login to access your profile. You will click 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. You can also  give us a call at 602-466-2819 and we will be happy to assist you with updating!

To upgrade or downgrade your membership, please submit a ticket by clicking on the member support button on our website or give us a call during office hours at 602-466-2819. Please note that all upgrades/downgrades will require a 2-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 our office prior to purchasing @ 602-466-2819. 

 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: It’s always more fun to work out with a friend! You’ll receive 1 guest pass per month on your prepaid membership.

Retail Discount: Can you ever truly 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 contracts or cancellation notice 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 given 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 our office prior to purchasing @ 602-466-2819

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. (ie: injury, pregnancy, emergency). To request a freeze, please submit a ticket by clicking on the member support button on our website or give us a call during office hours at 602-466-2819. Please note: you will not be able to make reservations for 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 who are on a freeze are still responsible for their last month’s payment should they decide to 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. Unfortunately, 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) prior to joining group classes.

With up to 14 clients per class, these policies ensure that each client in attendance 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 who are 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 class that is full and does not begin for 12+ hours.

Waitlists will lock 12 hours prior to 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 that was used to reserve the spot on the waitlist will be automatically added back to the client account so that the client is able to 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 will be able to 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 the example, if you remove yourself from the waitlist at 6PM the night prior after 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 there are classes available on the account to use.

Unlimited members are able to book up to 30 days in advance.

Prepaid members are able to book 60 days in advance.

The 10-Pack will expire 3 months from the date of purchase and the 20-Pack will expire 6 months from the date of purchase.

ALL packages purchased in the online store 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 studio. Emailed gift cards can be purchased in the online store and will be sent to the recipient on the day of purchase. For assistance with a gift card purchase, you can call our office @ 602-466-2819 during business hours.

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.

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.