FAQ’s & STUDIO POLICY

So you’re interested in joining ‘the tlc tribe’ at the Studio! That’s fantastic! We can’t wait to meet you in the Studio! In the meantime, we’re sure you have questions about Pilates and our Studio. We’ve put together everything you need to know in one-place so you can be fully informed to make sure we’re the right-fit studio for you! Becoming a member at our Studio, we assume you have read & agree to the following terms. Please get in touch with us should there be something you’d like answered specifically – we’re here to help!

WHY T&C’s? As a small home-based business offering only private & semi-private Pilates classes, we strive to operate at capacity (whilst remaining within council permit limitations) with our capacity per week being smaller than most studios see in just a couple of classes! That means we must have policies in place to be fair for all clients and for us to remain viable, operating & offering one of the most unique Pilates settings on the Coast! 🙂 Most clients have been with us for many years so we’re definitely a little family community here and we’d love to welcome you to our Pilates Family!

See you in the Studio,

Tamara xx

BELOW ON THIS PAGE; Studio Cancellation Policy | Package T&C’s | FAQ’s –  Please scroll down to the relevant section for details.

STUDIO CANCELLATION POLICY

Due to our very small class size (semi-private) & the nature of appointment-based, recurring sessions, tlc pilates respectfully requires a minimum 24 hours’ notice should you wish to cancel/reschedule your appointment. 

Email Reminders for appointments are sent by email 30 hours prior as a courtesy. Some email clients block these from time to time so please mark your appointment(s) in your own calendars.

Classes close for booking 24 hours prior to allow sufficient preparation time on your class program for the session. However, please email us on hello@tlcpilates.com.au or text 0411 844 669 to see if we may be able to accommodate a last-minute booking as it’s entirely possible.

A Late Cancellation of less than 24 hours prior to class or a class no-show will still incur a class pass to be deducted from your package. The online Studio Booking system automatically implements this 24-hour window. A late cancellation cannot be ‘rescheduled’ or ‘made-up’. Should you know about upcoming commitments you are encouraged to let us know with as much notice as possible. This way we can reschedule your appointments to suit you and ensure you have the best chance of finding a reschedule gap. No shows are considered a late cancellation. 

Please send a cancellation text message to 0411 844 669 if you are cancelling on the same day as your appointment as we are unable to text/ring/answer calls during teaching blocks but can read a text.

Cancellations prior to the 24-hour window can be made by logging into your online account and amending or by text or email to hello@tlcpilates.com.au – an acknowledgment of your message will always be sent. You will be offered the choice of rescheduling, holding the pass for a make-up, receiving a Mat Class recording instead or forfeiting your pass. Reschedules and Make-Ups explained further down.

We have made this cancellation time-frame as short as possible to be fair for both clients and the studio & allows time for your appointment to be offered to others.

The studio strictly enforces package expiry dates and the cancellation policy. Please see below for further information regarding this. This may mean having to attend multiple sessions per week to utilise all package passes prior to your expiry date.

PACKAGE T&C’s

Each package has a strict expiry time frame & day and it is the responsibility of each client to be aware of this expiry date. A package renewal email is sent when down to 2 then 1 class(es) remaining or 2 weeks until expiry and again when the last pass within your package is used. To ensure continuity of your regular appointment slot(s) please have your renewal payment completed before the last class pass in your current package (class 8).

DISCONTINUING YOUR MEMBERSHIP? We get it, sometimes life happens, and you need to take a break. Should you wish to discontinue OR downgrade your membership we require a min. 4 weeks of notice in writing (eg in the month prior to expected renewal date). Thank you in advance for your consideration here.

• Mat Movement Packages run to an 8-week term and include a specific class-time each week. No reschedules or make-ups are available for this package as there is only 1 Mat Class held per week. Zoom Recordings of Class are provided should you miss class.
• Core Packages (1 x appt p/wk) have an expiry date of 8 weeks (expires at midnight the day prior to your 9th week/appt). These packages have the expectation of making your appointment every week or occasionally rescheduling or making-up any cancelled appointments. You can choose to forfeit a class/pass if unable to organise a suitable reschedule/make-up for missed appointments.
• Lifestyle Packages (2 x appt p/wk) have an expiry date of 6 weeks (expires at midnight the day prior to your 7th week/appt). As there are 2 exclusive appointments being held for you in good faith each week our expectation is that you make both appointments or organise reschedules for affected appointments where possible. Cancelling your 2nd appointment on more than occasional packages, could put you at risk of losing 1 of your recurring spots or moving to a Core Package for each day you’d like a membership slot for. This package can also be used for 3 x appt/wk subject to availability.
• Thrive Packages (1 x appt p/wk) have an expiry date of 8 weeks (expires at midnight the day prior to your 9th week/appt). These packages have the expectation of making your appointment every week or occasionally reschedule or make-up any cancelled appointments. Should you wish to attend 2 x appt’s per week another package will be required for the 2nd time-slot or an amended expiry of 4 weeks will be added. You can choose to forfeit a class/pass if unable to organise a suitable reschedule/make-up for missed appointments.
• New Client Packages have an expiry period dependent on how many appt’s are attended each week. Once a week = 11-week expiry. Twice a week = 6-week expiry. You should endeavor to keep all appointments within a New Client Package without rescheduling where possible.

You can check your package details at any time by logging into your online account on the website or when visiting the studio.

Package expiry dates are automatically extended/placed on hold in the event of other Studio closures such as Christmas etc.

You will be booked in for 8 consecutive weeks/appointments to exclusively secure your regular place in class. Amendments can then be made through our online booking portal or in person in the studio should you wish to reschedule or cancel a class.

Should you be absent for one or more of your weekly appointments, a make-up class(es) or reschedule may need to be organised within that same package period (excluding late canx’s, these are forfeited classes) should you wish to utilise all of your included class passes, otherwise any unused passes will be forfeited. We encourage you to be organised well in advance for holidays etc. 

PLEASE NOTE – Unused class passes/packages cannot be transferred and are strictly non-refundable. In extenuating circumstances like serious illness, surgery, pregnancy/birth a package hold can be requested directly with the studio. Please note holidays are not a basis for package holds as plenty of make-up time is available within your membership package. Surgery, serious illness/injury or post-natal clients will require a medical clearance from their doctor to resume exercise.

tlc pilates studios reserves the right to update price/package T&c’s at any point in time. Existing members are given prior notice via written email with as much notice as possible.

MAKE-UP CLASSES – Generally happen ‘after’ your missed appointment. Make-up Classes will naturally be subject to availability as our studio strives to operate at capacity year-round and as such may not be available at short notice or at all (they are not guaranteed). We recommend prioritising your regular appointment slot(s) in your calendar for this reason. Our Mat Class (Tues 4:30pm) will always be available as a make-up class option, with you able to join in-studio if available or via Zoom online (or request a recording to be sent over for you). Please place yourself on the Waitlist to be notified of Make-up class openings should you require them. It is the responsibility of the client to keep track of make-up classes needed. **Make-Up Classes are considered a pre-paid/ no cancellation appointment.

RESCHEDULES – Generally organised to happen before/same week as your missed appointment. Again, we encourage you to be organised for reschedules as openings may not always be available when you need them. Reschedules follow the usual 24-hour cancellation policy. Reschedules, rather than cancellations are always highly appreciated given your appointment slots are held exclusively for you in good faith each week.

WAITLIST – The Waitlist function is utilised in the Bookings system – please let the Studio know to add you to days/times you’re looking for another appointment time. You will be notified by email and by text if your Waitlist request becomes available. Please remember the studio Cancellation Policy still applies.

PUNCTUALITY – Please be punctual out of respect for your fellow classmates. Classes are often started altogether with a breathing or mobility exercise to centre & set ourselves up for our session. Should you need to catch up with Tamara regarding health or appointment matters please see her in the 5 minutes prior to class. Please be mindful of general chit-chat during class – many students use Pilates for their mental health, relaxation or rehabilitation and our intention is to provide them with a calming environment to do so. We love a catch-up though, so feel free to chat during the few minutes prior to class starting or during your cool-down at the end of class.

LAST MINUTE OPENINGS – The week ahead Schedule is often quite fluid and ever-changing so openings that may come up through the week are posted over in the Member Facebook Group or check directly with the studio. The online schedule on our website is the most up-to-date place to double check class availability if you are not currently a member. If you’re on the Waitlist for a particular time slot, you’ll be given priority.

OVERSEAS EXTENDED HOLIDAYS – Should you wish to discuss holding your appointment slot whilst away on extended overseas holidays please see Tamara to discuss a mutually beneficial financial arrangement. Package expiry dates will still apply however we can record (or you can zoom) our weekly Mat Class as one of your exclusive appointment’s spots or book in a series of make-up classes to happen either side of your holiday which would keep your membership current and your usual appointment slot(s) safe.   

FINAL NOTE Our Membership structure is somewhat like a sporting club season, dance or music lesson term, except in our case, you’re still able to make-up for the missed class(es) rather than automatically forfeit the lessons (as long as it’s before the expiry date). You are still expected to renew your membership package on time each month/2nd month (dependent on your appt frequency) to remain a current member & keep your exclusive appointment time – this also prevents us from having to move to a weekly direct debit membership payment like most other studios/gyms or to a non-rollover situation. 

PAYMENT PROCESSING FEES – Packages no longer absorb payment processing fees/merchant fees for Credit Card payments, and these will be added on upon checkout. Should you wish to avoid bank fees please arrange EFT directly with Tamara (bank account details will be provided directly to you in this instance).

OTHER FAQ’S

How do I Book? We’ve made it very easy to book and pay through our website to ensure you can book when it’s most convenient. Please visit our Book Now page to get started. The first time will prompt you to set up an account with some details, but from there, you’ll simply need to log-in to book or amend classes – easy! Phone and email enquiries cannot be taken during classes, so please revert back to the booking system to make changes to your bookings. For detailed instructions on how to use the online booking portal please see here

How often should I come to Pilates Class? Pilates will change your body and best results are seen with regular dedicated practice over time. Ideally, you will visit the studio twice-weekly allowing you to master and progress through a whole range of movements, increasing your strength and resistance over time. If you’re interested in reaching your goals as soon as possible then 3 times per week is recommended. Joseph Pilates was known to say “You will feel better in 10 sessions, look better in 20 sessions and have a completely new body in 30 sessions.” However, a weekly practice is always better than no practice, particularly if in conjunction with other training/ exercise outside the studio.

Why aren’t you as cheap as other Reformer Studios? We value the small and personal nature of the class sizes we’ve created here and we look forward to continuing to be able to offer that to Sunshine Coast locals. Amongst a landscape of large Reformer Pilates Studios now on the Coast, offering just a few people per class really is a rarity and our biggest point of difference from other Sunshine Coast Pilates Studios and Reformer Studios (some of these have 10-14 ppl per class) and that’s why our pricing won’t look the same, now or ever. Our semi-private class sizes are also very attractive in a covid/ post covid world. Because our offering is so unique, our schedule is highly organised to run efficiently & at capacity every week, whilst juggling council permit limits, ensuring everyone can get their preferred appointment times and new members can still join when needed. Please enquire if you’re looking for a particular appointment time, there may be openings that are not shown on the timetable.

COVID-19 & GENERAL SICKNESS PRECAUTIONS

We are dedicated to providing a safe and healthy environment for you at all times.

Please note the following points that are implemented in the Studio;

• Our in-studio Classes only have a few people in the studio at a time.
• There is sanitiser provided for use.
• Masks to be worn if/ when mandated by Qld Health.
• Please do not attend the studio if you are unwell or consider wearing a mask.
• No shoes inside the studio, please leave them on the shoe rack provided outside.
• BYO mask should you wish, however these are not available at the studio.
• Students are required to practice good hygiene methods if using tissues in the studio and sanitise hands afterwards.
• Grip Socks and a towel to cover your equipment is absolutely compulsory.
• Ensure social distancing of 1.5m whilst waiting in common areas.
• Classes are 10 minutes apart to ensure one class can vacate prior to the other starting.
• Your instructor will clean all of the equipment after class to allow you to leave the space promptly.
• The Studio cleans/disinfects high-touch surfaces after each class and the floor is regularly disinfected.
• Your instructor sanitises their own hands before & after each class, disinfects other applicable surfaces and practices social distancing instructing as much as is safe.
• Fresh air circulates through the studio during classes & studio down-time as much as practicable.
• Details of each class participant is stored in our online Booking System/CMS in the event of contact tracing.
• Virtual Classes are still available should you wish to utilise one of these – enquire in-studio
• Vulnerable students are ultimately responsible for making the decision that visiting the studio is safe for them.

Together we can ensure the studio is a safe and healthy place for all of us. We do appreciate and thank you for your cooperation with the above.