Membership Policies
3 month commitment and subsequent auto-renewal:
All memberships have a 3 month minimum commitment (3 billing cycles), and they renew month to month automatically thereafter. It is each clients responsibility to read the membership contract and understand it’s terms.
Membership Cancellation and changes:
We must receive 30 days written advance notice if you wish to cancel or change your membership. This means we must get an email the day of your last desired payment or earlier. Memberships must be active (not paused) in order to cancel and pauses do not count towards the 30 days’ notice. Memberships cannot be transferred to other individuals, nor can unused classes. We also cannot refund for partially used months or unused months. It is each client’s responsibility to use the membership as much or as little as they want each month. If you wish to cancel or modify your membership email us at hello@pole-palace.com. We cannot accept membership cancellation requests over the phone or in person at the studio - only in email.
6 hour cancellation policy and late cancel and no show fees:
All classes have a 6 hour cancellation policy. All cancellations must happen through Mindbody only and not through email, phone or text. Additional fees apply for no shows.
Early Cancel - Class cancelled 6 hours or more before class start time - class recredited to account
Late Cancel - Class cancelled less than 6 hours but more than 3 hours before start time - lose class credit
No show - no show a reservation - lose class credit +$10 fee
These fees are to further motivate people to cancel their classes in time so we have time to resell the spot, and better serve the whole studio so others can come to class too. We have very small classes with high demand, and the sooner someone cancels their reservation, the more likely we can contact someone on the waitlist.
All reservations must be cancelled by logging in to your Mindbody account on a computer or the Mindbody connect app through your smart phone. Cancellations by phone or email are not accepted. We understand there are times where you may have to cancel late or no show a class for reasons that are beyond your control, but we are unable to waive no show fees for any reason.
I’m having trouble reserving for classes? What’s wrong?:
Make sure you’re logged in with the username and password that you originally created on our Mindbody account.
To reserve for classes with a membership we recommend downloading the app ‘mindbody connect’ for your smart phone. When logging into Mindbody connect you must use the same username and password as your membership is linked to that you created for your account in our Mindbody system.
For example, if you click ‘log in with Facebook’ in Mindbody Connect and your account with us was not created with the same username and password as your Facebook, you will not be able to reserve for classes as your membership is only linked with the username and password you created on our mind body site.
If you can log in and have been able to reserve classes consistently, and now it is asking you to pay, you may be out of credits. You can view your visit history, and also see how many credits you have left by logging into your account, and going to ‘my info’ or ‘my passes’ depending on if you’re on the app or on a browser.
With the membership you can only reserve through your current billing period. For example if your monthly payday is the 4th, you can reserve from the 4th until the 3rd of the following month. For example if it is Jan 30th, and your next pay date is Feb 1st, the system will not let you to reserve for Feb 3rd. Once the payment goes through you can reserve for that day forward until the day before the next billing date.
You may also log into and reserve for classes with a membership via a browser on a smart phone or computer by going to our website, then log in/create account, and log into your account, and go to ‘drop ins’.
Class cancellations and pre-Registering for classes:
All class cancellations must happen through Mindbody only
All classes with less than 2 people registered may be subject to cancellation. If you wish to attend class please register in advance so ensure it does not get cancelled. All classes starting prior to 1 pm are subject to cancellation if there are less than 2 people registered by midnight the night before. All other classes are subject to cancellation 4 hours before they start if they have low enrollment.
To reserve for classes with a membership we recommend downloading the app ‘Mindbody Connect’ for your smart phone. You may also log into and reserve for classes with a membership via a browser on a smart phone or computer by going to our website, then log in/create account, and log into your account, and go to ‘drop ins’.
Classes also book out and fill up. Please do not assume there is space in a class and walk in without registering. We have a limit on how many people we can take in class for safety reasons. Please register in advance, or at least at the bare minimum, before commuting to the studio.
If you are having trouble reserving or logging in, please see section above.
**Unused classes cannot be rolled over to the next month.
Membership Pausing:
You may pause your membership free of charge for 4 weeks the first time. After that it is $15/month to pause. We allow pausing free of charge for medical reasons when accompanied with a doctor’s note. All pause requests must have an end date. We cannot accept pause requests over the phone or in person. They must be emailed to us a minimum of 3 business days or more before the desired pause start, with specific start and end date. Pause extensions must be requested 3 days before the pause is set to end, in order to prevent the membership from unpausing. We cannot retroactively pause accounts or pause memberships that are in default.
•All memberships have a 3 month minimum commitment and are auto-renewing month to month after the first 3 months. 30 days notice in
writing is required to cancel. •