Studio Policies
Booking process Clients are responsible for handling their own booking administration (booking, cancellation, rescheduling) by using their Acuity client account or through their booking confirmation and scheduling reminder emails. Please remember to REGISTER FOR AN ACCOUNT on the final booking confirmation page of your original booking so that you have ability to log in and take care of your own scheduling. If you run into any challenges with your client account or bookings, you can reach out to our admin team during office hours (Tuesday-Friday, 9:00-6:30 p.m. PST) via email or text message. Phone calls are not recommended, as we are not often available by phone during the day due to our full teaching hours.
Cancellation Policies + Procedures DROP INS/CASUAL APPOINTMENTS: The two primary ways for you to cancel or reschedule your drop-in class or single-session appointment are (1) through the buttons in your initial confirmation and/or 48-hour reminder emails or (2) through signing into your client account, selecting the appointment, and choosing either the "cancel" or "reschedule"options. If you are not able to cancel or reschedule your drop-in class/ single appointment through the "change/cancel appointment" button in your email or through your account, then that means you have missed the 24-hour deadline. We always require 24 hours' notice if you will need to cancel or reschedule your class. Drop-in classes and private appointments cancelled prior to 24 hours can be refunded or rescheduled; classes that are missed or cancelled within 24 hours will be charged full price (or a full package/membership use) of your appointment. Membership classes are not eligible for rescheduling or cancellation; please refer to your membership contract for further details. This policy does apply to cancellations or missed appointments due to illness. Please refer to our illness policies below for more information. PREREGISTERED GROUP CLASSES: Pre-registered classes (online or in the studio) are not eligible for cancellation or refund, but we may be able to arrange a make-up class within the same month if there is an open mat. If you know you need to miss a class, you are welcome to give us a heads up and we can try to find a fill-in for you from our studio community by opening the spot for drop in on our public booking calendar. If someone fills in for you, then you would be eligible for a credit or refund. Please note that pre-registered intensives and special events are non-refundable, but we may be able to make alternative arrangements for you, so feel welcome to get in touch if you need to cancel.
Substitutions Your appointment is set aside just for you, and you can't transfer it to another person of your choice. Your teacher prepares for your class in advance (when writing the program or class plan, setting up the studio, choosing props and apparatus, etc), and personalized programs are not interchangeable and it's not always possible to adapt group programs without notice. This policy applies to pre-registered group mat classes. Group mat classes have a specific class style and are tailored for the specific people signed up or a target demographic, so in order to keep everyone safe and to make sure the class is enjoyable and effective for the usual people in the class, we only accept substitutes when we have at least 24-hours notice and the substitute needs to meet the following criteria: (a) a past or current client of the studio and/or (b) has done at least one 1:1 session with us; (c) the teacher has determined that they are a good fit for the class level or style; and (d) do not have any health contraindications for the type of class that the instructor is leading. If you know you need to miss a class, you are welcome to give us a heads up and we can try to find a fill-in for you from our studio community by opening the spot for drop in on our public booking calendar. Substitution process: 1. Email or text the studio administration team (Nadea + Jinnice) with more than 24-hrs notice so that the admins can add drop-in availability on the public booking calendar for your class on the date(s) you will be missing. 2. If someone fills in for you, you will receive a refund for that class fee at the end of the semester, or you can drop into an alternative class (of the equivalent class type) during the same semester. To arrange for a makeup, please let our admins know that you would like to use an open drop-in spot on the public calendar for your makeup.
Lateness 1:1 appointments: If you are 10 minutes late to your 1:1 appointment (online or in the studio), the appointment is considered to be a no-show, and we can't commit to the teacher waiting to let you in to the studio or your Zoom meeting past that time. Group classes: Latecomers to in-person or online group classes (arriving after the advertised start time) are at risk of injury and disrupt the group, they may not be admitted to group classes five minutes past the class start time, and they will be charged a late cancellation fee. Five minutes after the advertised start time of the group class, the studio doors will be locked and latecomers will not be admitted. Please be prepared to complete your full class, every time.
Illness Regardless of if you are testing negative for COVID-19 or if you are not worried about COVID exposure, if you are experiencing any symptoms of illness that are not typical for you (runny nose, sore throat, cough, sneezing, gastrointestinal upset, any type of contagious sickness), please stay home. Appointments that are cancelled due to illness with less than 24-hours notice are not refundable. If you show up to your appointment actively ill, it will be necessary for your instructor to send you home to rest. If you're wondering about if you should cancel due to illness, you are welcome to text our studio to double check with your instructor. If you have recently tested positive for COVID-19, please follow the Government of Yukon and Government of Canada's recommended procedures for isolation and recovery. Folks who have active symptoms of illness should still cancel their appointments with us regardless of if they’re testing positive for anything or if they've isolated for the governments' mandated/recommended periods. If you have questions for your instructor about your upcoming appointment or if you would like to check in with your instructor to pass along a health update and give them a heads up about your situation, please feel welcome to email us or text our studio number.
COVID-19 Policies + Procedures
Studio Culture + Body Neutrality Our studio is a body-neutral studio, and that means that we believe ALL BODIES ARE GOOD BODIES. Your instructors are here to help you feel stronger, more flexible, more mobile, more capable, and more connected to your body, and we stay away from intentionally pursuing aesthetic or appearance-based goals such as weight loss or “toning”. Fat bodies, disabled bodies, older bodies -- ALL bodies -- are welcomed and supported in our space without judgement. Please support us as we strive to maintain a safe, nurturing space for everyone in the studio. Many in our Root + Reach community are healing from and coping with eating disorders, body dysmorphia, disabilities, mental health struggles, illness, injuries, and disordered relationships with exercise. As such, we request that everyone does their best to keep body or food observations or critiques to themselves while in the studio.
Payment + Card Retention We require advance payment for new client intake appointments and drop-in bookings, and we require having a valid card on file with your account. Please expect that we will charge for your appointments within 48 hours of your appointment. If your payment does not go through, we will provide an opportunity for you to settle your account, but we will put upcoming bookings on hold until your account is balanced. If you want to set up a package, it is your responsibility to set it up before your appointment; we will not hold off on charging for appointments until you decide to set up your package and we will not retroactively apply a package code to past appointments. E-transfers (for appointments, group class preregistration, packages, and membership payments) can be arranged on request, but we require payment before the services can be used/accessed. For preregistration for studio mat classes, we require full payment 1 week before the class start date so as to lock in your spot. Failure to pay will result in the loss of your spot.
No-Show Policy If you need to miss your group mat class (online or in person), please let us know. Your teachers plan your group class based on the needs of everyone scheduled to attend, and we also prepare our studio space, props, and virtual audio/video set up anticipating that you will be coming to class. We appreciate having as much notice as possible if you won’t be able to make your appointment (since we may be able to find a substitute if we have enough time), but we also appreciate any communication you can give us, even if it’s just a quick text message shortly before your appointment time. Our contact information is available on our "Contact Us" page, Google, Facebook, and Instagram. You can also reply to your scheduling reminder emails. After 3 no-shows, you will not be invited to book future appointments. If you find yourself needing to miss multiple group classes in a session, you may want to consider using a drop in option (when available) where you can cancel appointments with 24 hours’ notice. Additional note for no-shows for preregistered group classes: Your preregistered class is not designed for you to be able to miss classes, especially the first foundational classes in the session and especially missing multiple weeks in a row. With that in mind, if you do not show up for 3 of your scheduled preregistered group classes and you give us no notice that you will be missing those classes, your space will be forfeited and you will not be able to attend for the rest of the session until you've scheduled a 1:1 catch up appointment with your teacher. A refund will NOT be issued for preregistration that is forfeited due to excessive no-shows.
Spruce + Birch Membership Policies