FREQUENTLY ASKED QUESTIONS

CANCELLATION POLICY

Our cancellation policy is 9 hours. 

This is to ensure other potential clients are able to book in and gives notice to the instructor to plan the class appropriately.

If a class is cancelled before 9 hours of the class start time, the class will be reinstated.
If a class is cancelled within 9 hours of the class, this will result in the class credit being forfeited.
Unlimited Members will incur a $10 automatic fee for late cancellation.

Please ensure to cancel classes through the Gia Pilates or Mindbody App as soon as possible so another client can hopefully take your spot. Cancellations via social media, email, website or phone are not accepted as we may be taking a class and unable to respond quickly.
We know it is not always possible to cancel outside the 9 hour window, but please be courteous to other clients and your instructor.
Cancellations made within 1 hour of the class are considered no show and the no show fee's will apply.
If you are unwell, please send through a medical certificate to info@giapilates.com.au and we will reinstate your class. 
The cancellation policy applies swapping classes and to the waitlist as well. For more information on the waitlist, see below. 

Not showing up to a class is considered a late cancel and will result in a loss of class credit AND $5 fee for clients, or a $15 fee for unlimited members.
It sucks seeing a spare reformer in classes, especially when there is a waitlist or your bestie missed out!

It is super important to cancel classes you cannot attend as soon as possible as there are people on the waitlist that might be able to attend and to avoid no show fee's.
Cancellations made within 1 hour of the class are considered no show and the no show fee's will apply.
We do not like implementing further fee's but we hope that this will make booking classes easier and waitlists move faster.

Our classes fill quickly as we have a maximum of 10 per class, however people cancel all the time!
By joining the waitlist, our system will automatically add you to the class when a position becomes available, so long as you have an available credit. If you are added to the class via the waitlist, you are booked in, however you can cancel the booking by replying to the text or via the App.
 

If a spot becomes available outside the cancellation period (9 hours or more), you will be notified via email and/or text that you have been added to the class and can cancel your booking by replying to the text or on the App

• If you no longer wish to attend the class, simply reply '9' to the text message and the next person will be offered the position and your credit will go back to your account. 

• If you do wish to attend the class no action is needed!

Tip: Check your settings via your  Mindbody account to ensure you allow email & text notifications.

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Got a message saying you couldn't be added to the class?
If you have not got a credit available, the waitlist will not add you to the class and will add the next person in the queue. Your position will remain number 1, however you will need to cancel another booking to free up a credit, or purchase another credit / package so you can be added to the class.

Why could you join the waitlist but not get added? At the time of booking a waitlisted class, a credit must be available. Often after joining a waitlist, you might book another class in case you don't get into the waitlisted class - however then the credit has been 'used'.

TIP: Always leave 1 credit spare if you are on waitlist/s

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I'm still waiting...

Your App will tell you what number in line you are to a position in the class. Do not panic if the number appears high. The waitlists move very quickly, especially a day before and day of the class so check in every now and then to see what number you are.

After 9 hours:

If you are on a waitlist and still hopeful of getting in, please check your App regularly as you can be added to the class with as little as 2 hours notice. 
We understand things change so if you know you can no longer attend the class, be sure to remove yourself form the waitlist to avoid being added to the class and losing a class credit.

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Added within 2 hours of the class... late notice:

If the class is scheduled to start within 2 hours and you get added to the class but you cannot attend / make it, you will not lose a credit or be charged a fee as we consider this late notice - please email us at info@giapilates.com.au so we can reimburse your credit.

Waitlists are treated the same as booking a class - the cancellation policy and fees apply.

Cannot attend anymore? Simply cancel yourself from the waitlist.

Please only waitlist classes you can attend.
If you are on multiple waitlists and get into a class, please remove yourself from the other waitlists.

Waitlists are treated the same as booking any class and the late cancellation period applies. If you are added to the class within 9 hours of the class and deny the spot it will result in a loss of class credit, or if you do reply and do not show, it will result in no show fees.

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No problem! All of our classes are beginner friendly. We cater to first time clients and experienced clients by offering advancements and regressions. Everyone goes at their own pace and does what feels good for them! Please arrive at least 10 minutes early to your first class so the instructor can show you how the reformer works and introduce you to the space. We recommend purchasing the Introduction Offer 5 classes for $50 so you are able to experience a range of exercises, classes and instructors.

At Gia Pilates we pride ourselves on being inclusive - our classes are for everybody and of all fitness levels. We may have elements of cardio and intensity in some classes but you can take it at your own level at all times. We offer options so that you can make things more or less challenging. You can take a break at any time and we will always be your number 1 supporter.