Cancellation and Lateness Policy
The two primary ways for you to cancel or reschedule your class are (1) through the buttons in your initial confirmation and/or 48-hour reminder emails or (2) through signing into your client account. If you are not able to cancel your class through the "cancel appointment" button in your email or through your account, then that means you have missed the 24-hour deadline. Classes can also be cancelled via phone, text, or email within our regular business hours (not on weekends).
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. As of November 2023, 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, but if you find yourself unexpectedly isolating due to COVID-19, we will waive our cancellation fee by 50%.
Pre-registered classes (online or in the studio) are not eligible for refund, but we may be able to arrange a make-up class within the same month if there is an open mat. Someone else from our studio community waitlist may be able to take your space in a studio group class (and then you would be eligible for a credit or refund), though we can't guarantee we will be able to find someone on short notice. 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.
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. We also maintain a cancellation waitlist, so if you can't make your appointment, please let us know with as much notice as you can so that we can offer the spot to another current client, if possible.
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 they need to be (a) people who are already past or current clients of the studio and/or (b) who have 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) they do not have any health contraindications for the type of class that your instructor is teaching. 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, if possible.
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. Latecomers to in-person or online group classes (arriving after the advertised start time) are at risk of injury and disrupt the group, and they may not be admitted to group classes and will be charged a late cancellation fee. Please be prepared to complete your full class, every session.
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 to late-cancel an appointment due to COVID-19, we waive our cancellation fee by 50%. 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.
For more information specifically about our studio's COVID-19 policies, you can visit this page.