Policies

Please see our policies below.

GRIP SOCKS

Pilates grip socks are required for every session. Grip socks keep you safe on the reformer and the area clean for others. If you forget your socks, they are available for purchase at the studio. 

BOOKING

Booking ahead is required for every session, no walk ins. Our free intro class is req. prior to booking group classes on the app. Online booking closes 1 hour before the start of class. You can book 30 days ahead of the current date (even if it’s past your billing date).

*Must be 16 or older to take class. 

BE ON TIME

Please arrive at least 5 minutes before class begins. If you arrive more than 5 min late, you will not be able to attend class and will be marked as a no show and be charged a $15 fee.

MULTIPLE CLASS POLICY

How do I book?

To book your first class, simply sign up online or download the Symmetry Pilates app from the App Store. Create a login and register for our free Intro class or Reformer Foundations to unlock access to booking all group classes.

BOOKING BEYOND MEMBERSHIP

If you book more sessions than your membership or punch pass allows, you'll be automatically charged for the extra class 24 hrs in advance using your card on file.

• If the payment fails, you will be removed from the class
• No refunds for no shows or late cancellations will be given.

NO SHOW/LATE CANCEL POLICY 

We have an 8-hour cancellation policy for all classes and 12 hrs. for private sessions (nonrefundable price of session). All fees are automatically charged by our software up to 48 hours later.

• Group Late Cancel Fee: If you fail to cancel your class reservation within 8 to 1 hour before the class begins, you will forfeit a class credit and incur a $10 late fee.
  
• Group No Show Fee: If you neglect to cancel 1 hour before class starts or no-show the class completely, you will forfeit a class credit and incur a $15 fee. 
• Applies to complimentary classes and paid classes.
  

Friendly reminder, we know that life happens, and things can come up last minute. However, this policy is essential for keeping our schedule flowing smoothly and making sure everyone has a fair chance to get into their desired classes and off the waitlist.

WAITING LIST

If you're on the waitlist and a spot opens up, you'll be automatically added to class up to 1 hour before start time.

• If added before 8 hours, you may cancel in the app with no penalty
• If added within 9 hours, you are expected to attend to will be charged a late cancel or no show fee if you do not attend
• If you're added to class overnight, please be sure to cancel before going to sleep if you can't attend.

Set your alarm, wake up, and check!

Please ensure your text and email settings are turned on in the Symmetry Pilates app to receive waitlist notifications.

ACCOUNT FREEZE 

Members may request to pause their memberships billing cycle for 1-3 full cycles, beginning on their next billing date.

• Mid-cycle freezes are not permitted
• Membership automatically resumes after freeze period ends
• Scheduling classes is not available during a freeze
• Request must be submitted at least 48 hours before billing date. If it is submitted within 48 hrs we cannot guarantee the freeze will be accepted for that month
• Please allow 48 hours for email confirmation of approved request.
• Memberships cannot be cancelled during a freeze. All memberships must complete a final billing cycle once unfrozen.

Click here to submit your freeze request: FREEZE FORM

Membership Downgrades and Upgrades

All changes must be submitted at least 48 hours prior to your billing date.

• Downgrades: Can only be processed on your next billing date and after your initial 3-month commitment.
• Upgrades: Can be done anytime. You'll pay the price difference and your new class credits unlock immediately. Please note, your actually billing date will remain the same.

Downgrade Request:  Downgrade form here

Upgrade Request: Upgrade from here

• All memberships require a 3-month minimum commitment
• 30 day noticed is required for all cancellations from he date the form is submitted
• Remaining autopays during the 30-day window will still be charged
• Cannot be cancelled during a freeze.
• All Sales are final, non refundable and non transferable for any reason. No pro-rating offered.
• To cancel please fill out the form: MEMBERSHIP CANCELLATION FORM

NOTIFICATIONS

Please make sure you have opted into text and email reminders. These are crucial for our waitlist and reminder systems.

Waitlist Notifications let you know when you've been added to a class from the waiting list

Texting Reminders go out 24 hours and 45 minutes before class

• If your autopay fails for a membership or any late fees, you have 48 hrs to update the card on your app, via phone or in person
• Our system will continue to attempt the charge up to 5x. After 5 failed attempts, your membership may be terminated.
• a $20 reactivation fee applies if you wish to rejoin.
• Any unpaid balances may be sent to collections