FAQs

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.

• 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.

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

• 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.

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.

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.

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.

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.