We are a small team. We may not respond to emails or texts immediately, however, we make an effort to respond in a timely manner whenever possible. Please allow 2-3 business days for a response. All membership or account-related questions must be communicated via email or text. We do not respond to such inquiries over social media.

COMMUNICATION

Freeze requests must be submitted via email no less than 2 weeks before the freeze date. We do not respond to freeze requests over social media.

All recurring memberships can be frozen twice per year, for a minimum of one month and a maximum of 3 months.

For non-medical freezes, a $20 charge per freeze, per month will apply. If you freeze for 3 weeks = 1x $20 charge; if you freeze for 2 months = you will be charged $20 twice (once per month).

All class packs have a set month expiry and can not be frozen. 2-Week Unlimited Intro offers cannot be frozen.

As always, we strive to accommodate our members where possible. Please email us if you have any questions or require special accommodation. Please respect this policy, as it is very time consuming for us to manage frozen memberships.

FREEZING MEMBERSHIPS

It is important to note that members are solely responsible for managing their own membership. Memberships can be managed via your account or by sending us an email.

Pulse Pilates is not responsible for cancelling a membership on your behalf, unless having received written notice no less than 30 days before the renewal date via email. We do not respond to cancellation requests via social media.

It is the member’s responsibility to familiarize themselves with the terms of the membership which are clearly laid out on the purchase page and in your contract.

MANAGING YOUR MEMBERSHIP

We certainly understand that life happens, and sometimes you arrive late. But as a business, we must be mindful of how latecomers impact the class experience for both members and instructors.

If you are new to our space, please arrive at least 10 minutes before class. The doors will be open 10 minutes before class begins.

We allow a 5 minute grace period at the beginning of class.

We ask that you please respect these policies to preserve the integrity of our class experience.

ARRIVING LATE

We want everyone to have a chance at attending class! Our waitlist management system is set up to auto-enroll members based on the order in which they've joined.

Members will receive an email notification when they’ve successfully been added to class from the waitlist.

Additionally, members will be able to see where they are in line, and how many others are on the waitlist.

The system will stop auto-enrolling 2 hours before class begins. 

Should you no longer wish to attend class, please take yourself off the waitlist to avoid being added and possibly having to late cancel.

WAITLISTS

We offer the following discounts for students and healthcare professionals:

• Students: 5% off 10-Class Packs
• Healthcare Professionals: 5% off 10-Class Packs

We do not offer additional discounts on our Monthly Class Packs because they are already offered at a reduced rate for the monthly commitment.

Please note, we do not offer additional discounts on promotions. Student or healthcare discounts can’t be combined with any promotional offers.

DISCOUNTS AND PROMOTIONS

BEFORE ENTERING  THE STUDIO

It is the member’s responsibility to ensure they have been checked in for class to avoid a no-show penalty. If you are unable to connect with someone at the front desk before or after class, please speak to an instructor who will ensure you’re accounted for. Failing to check in will result in a no-show charge of $12.

SIGNING IN FOR CLASS

This is in fairness to fellow members who would like to sign up for class, and to us a business, as we rely on filling each spot to pay our bills.

This is in fairness to our instructors, whose pay fluctuates based on the number of class attendees.

We always work with members to ensure everyone understands our policies. Exceptions may be made for illness, injury and inclement weather.

WHY?

Please cancel your spot through your account, via our website or app.

HOW TO CANCEL

If you cancel your spot within the 12-hour window before class, this will be classified as a late cancel.

Late cancel fees will be processed within 48 hours of the late cancel.

WHAT ARE LATE CANCELS?

We enforce a 12-hour cancellation policy.

If you do need to cancel, be sure to do so outside of the 12-hour window before class. 

Memberships + Class Packs: If you cancel within the 12-hour window before class, you will lose your class credit. If you are scheduled for a class and do not show, you will lose your class credit, and be charged an additional $12.

Unlimited Intro Offer: If you cancel within the 12-hour window, you will be charged a $10 fee. If you are scheduled for a class and do not show, you will be charged an $18 fee.

We appreciate your consideration of each other. Please be mindful about no shows and last minute cancellations as someone else may be on the waiting list and hoping for a spot!

CANCELLATION POLICY