FAQs

Frequently Asked Questions

Here are some answers to the frequently asked questions about our studios and classes. If you have any questions or concerns whatsoever, just reach out and let us know.

Cancellations

What is your cancellation policy for Pilates?

We have a 12-hour cancellation policy for all group classes and a 24-hour cancellation policy for all private sessions. We are extremely strict about this policy. If a cancellation is made outside the designated window, it is considered an early cancellation and the class or session is automatically returned to your account. If a cancellation is made inside the designated window, you will lose the private or group class session from your account, and if you are an Unlimited or 2-week trial member, an additional $10 charge will automatically be applied. Any group class “no shows” will automatically be charged $25, regardless of their membership level. Out of respect for those on the waitlist, if you cannot make it to class please cancel your reservation online or through the LiveMetta app to avoid the $25 no show charge.

Why do you have a cancellation policy for Pilates classes?

Accountability and mutual respect matter. If there was no penalty for canceling, it’d be much easier to skip class and miss a chance to feel better! Also, our classes have limited spots available so the policy discourages speculative booking, and keeps more spots open for those who can commit to the class.

Do you offer an exception to the cancellation policy if you are sick?

If a member is experiencing symptoms of illness/emergency, they can request a late cancellation penalty waiver (up to twice per 6 month period). To request a waiver, the client must:

Use the online schedule system or app to late cancel themself from the class and
Email the studio requesting a penalty waiver for the late cancellation

Both steps must be taken before class begins. If a client does not follow both steps, the late cancellation will remain unless medical documentation for the date of absence is provided. Please note that all penalty waivers come with a mandatory 5 day membership freeze; any reservations during the freeze period will automatically be canceled.

Signing Up/Bookings

How do I sign-up for classes?

You may sign-up for classes one of two ways; online through the LiveMetta website or by downloading the LiveMetta app. To book a class, please log into or create your account and choose the studio location you’d like to take class at. You’ll then be directed to that location’s class schedule. Simply choose the day and class time you’d like to sign up for, and if there’s availability, press “Reserve” to book your spot!

How do I download your app?

The LiveMetta app can be downloaded on the Apple App Store for iOS devices and on the Google Play Store for Android devices.

Can I book classes at any of your studio locations?

Yes! One of the benefits of purchasing a class package or membership with us is the ability to book classes at any one of our studio locations even if it’s outside the studio you regularly attend. Simply choose the studio location you’d like to take class at and reserve your spot. It’s that simple!

How do booking windows work at your studio?

We offer rolling booking windows to our clients that vary in length depending on the type of class package or membership you hold:

New client special holders are able to book up to 3 weeks in advance
Class package holders are continuously able to book up to 3 weeks in advance
4x, 8x and 12x month members are continuously able to book up to 4 weeks in advance
Unlimited Pilates or Unlimited Yoga members are continuously able to book up to 5 weeks in advance
LiveMetta Unlimited members (all-in-one Pilates and Yoga membership) are continuously able to book up to 6 weeks in advance

How do I schedule a private appointment?

If you’re interested in scheduling private sessions, please log into or create your account and purchase your desired private package. Once complete, kindly email the studio with your desired availability and start date and a staff member will work to schedule your appointment! If you have any questions about private sessions and/or pricing, please contact the studio via call, text or email.

Do you offer refunds for purchases made online or in studio?

All sales are final and non-transferrable. No refunds or exchanges will be provided as it relates to class packages, private sessions, membership commitments or merchandise.

Do class times or instructors ever change?

All scheduled classes and instructors are subject to change. Please refer to the online schedule for current information.

If I arrive late will I be allowed to take the class?

If you arrive late to class but within 10 minutes of the start time, you will be able to take class. If you arrive later than that, you unfortunately will not be permitted to take class and will be marked as a late cancel. This is enforced as a safety precaution for yourself, but to also minimize disruption to those in class and the instructor.

Waitlists

How do I know if I got off a waitlist and into class?

Waitlists automatically process and move someone into a vacant spot up until 2 hours before the class start time.
Our late cancellation policy remains 12 hours before the start time.
If you are let in off the waitlist, you will be notified via E-mail and text. In order to receive these, make sure you are opted in for E-mail and text notifications in your profile settings.
If you are let in off the waitlist after the 12-hour late cancellation window but before the automatic cutoff stops, and you then cancel or no-show, it will be considered a late cancellation or no-show.
If a spot becomes open within 2 hours of the class time, we will manually text or call about the opening – you will not be placed into it automatically. At this point, if you decline, you will not incur any penalty.

Other

Are food and drink allowed inside the studio?

Water in an appropriately sealed water bottle is allowed inside the studio and we encourage clients to bring one! We also have a water cooler station where clients can refill their bottle or grab a small cup of water if they didn’t bring their own. Unfortunately, food or any other beverages are not permitted inside.

Can I use my cell phone during class?

We kindly request that you place your phone on silent mode and refrain from using it during class. This helps you (and those around you) stay more grounded in the present moment and gain the most out of class. If an emergency arises and you need to take a call or answer a message, we ask that you please remove yourself from class and step outside the studio to do so.

Do I need to clean the equipment I used once the workout is finished?

Yes, in an effort to keep the studio clean and the equipment safe to use for the next client, we ask that you kindly wipe down any equipment used with the provided disinfectant wipes after your class or private session is finished.

Do you offer extensions on expiration dates?

All listed expiration dates are final and unused membership classes do not rollover to the next month. However, exceptions can be made for class and private package holders who purchase a new package of equal or greater value. Please inquire with the studio for more information.

What is the minimum age for classes?

Classes are for most individuals aged 14 and up. Teens 14-17 must have a parent sign their waiver in person at the studio. Children under 14 are welcome in private training.

What should I bring to class?

Grip socks are required for all reformer Pilates classes. We sell them in the studio if you don’t already have some

. For yoga, mat Pilates, and barre classes, a yoga mat is required for class. We offer yoga mats for rent in the studio.

Membership

Do you offer the ability to place a membership on hold?

Yes! Members are allowed to place their membership on a standard hold free of charge once per 12-month period for a maximum of 30 days. If additional time is required during the same 12-month time period, a membership can be placed on hold for a $35 fee for Pilates memberships or $25 for yoga memberships. All hold requests must be submitted via email to the respective studio location your membership was purchased from. Please note, membership holds can only be placed starting from the current date in time and can not be backdated.

Do you offer the ability to place a membership on hold for medical reasons?

Yes! Members can place their membership on a medical hold free of charge with the submission of a doctor’s note that includes the length of time they recommend the client refrain from physical activity. All medical hold requests must be submitted via email to the respective studio location your membership was purchased from with the doctor’s note attached. Please note, medical holds can only be placed starting from the date the doctor’s note is received and can not be backdated.

How do I cancel my Pilates membership?

We’re sorry to see you go! If you’d like to cancel your membership, please submit your request via email to the respective studio location your membership was purchased from. Please note, we require 7 days written notice in order to process a membership cancellation. We do not provide refunds, so if you wish to avoid being charged for your next month, please make sure to email your request at least 7 days ahead of your scheduled autopay date.

How do I cancel my Yoga membership?