YOUR QUESTIONS ANSWERED

new app february 2024 faq… followed by general faq

WAITLIST – WHAT YOU NEED TO KNOW

You will be automatically added to a class up to 2 HOURS PRIOR. So if you can no longer make the class please take yourself OFF THE WAITLIST. Once you have now been added to that class IT IS NOW YOURS so we recommend that if you are on a waitlist plan like you are coming otherwise a penalty will apply if you decide to cancel with 12 hours. If you scored a space - you will be NOTIFIED VIA EMAIL

LATE CANCELLATIONS / NO SHOWS & NEW ‘top ups’

UNLIMITED MEMBERS - LOOK HERE. If you late cancel or no show you will be automatically charged the penalty fee PLEASE NOTE: Late cancel fee is $10 No show fee is $15. Class packs if you no show/late cancel you lose a pass, this remains the same. 1, 2, 3 or 4 MEMBERSHIPS (from Group reformer and Small groups) If you late cancel/no show within the 12 hour window you will lose a pass. HOWEVER you now have the ability to buy more classes at the same rate you pay now per class etc: these will auto select as a TOP UP when you book the additional session(s) per week CANCELLATION WINDOW IS 12 HRS. Small Group Membership holders you can also purchase a drop in for Group Reformer as a TOP UP rate and Vice versa for Group Reformer members into Small Group at a TOP UP rate.

BOOK A GUEST – HOW IT WORKS

This is an awesome feature allowing you to workout with Friends! YAY.

You will be able to bring ONE GUEST FOR FREE each month by using the guest feature but first you need to add the FREE GUEST CREDIT to your account. How to:
- Open APP
- Select BUY icon & scroll to guest reservation credit
- Proceed to purchase, the system will automatically include the 100% discount allowing you to apply this credit to your account for FREE.
- Once done, go to the class you wish to book in to for your guest, reserve, select guest, enter their email and THEY ARE BOOKED.
- This must be a NEW guest each month

NEW - 10 classes/MONTH MEMBERSHIP

NEW membership option! Get 10 Group Reformer classes each month but use them like you would a pack! Great if you need more flexibility with your classes! *6 month commitment. These expire monthly and auto renew monthly.

PRE PURCHASE PRODUCTS/ITEMS

We love this feature & so will you! Pre purchase items/products like grip socks, water or any other product before class on the APP. Then all you need to do is check in with the teacher they will grab your item!

CLASS MILeSTONES

HIT your milestones faster by being able to track how many classes you have done, your favourite instructor & your year in motion! PLUS share with us on socials, don’t forget to tag pilatesandcoau :)

OTHER IMPORTANT NOTICES

 BOOKING CLASSES IN ADVANCE You are able to book your classes one month in advance

YOUR HOME STUDIO The app will default on whichever studio you attend the most, if you are NEW & you select your studio this will adjust to where you have done the most classes.

BOOKING MULTIPLE CLASSES AT ONCE Unfortunately you will be unable to book multiple classes at once - each class has to be booked individually.

general FAQ

If I’m late do I miss my class and forfeit this session?

Yes and also if you late cancel (within 12 hours of the class start time) and if you no show. We have a strict start time to ensure the best experience for all members. We ask if you cant attend to late cancel so we can give the opportunity to another member to book or be added from a waitlist.

IF need to take a break for any reason, how do I place my membership on hold?

We are super flexible on this. Please send your request with 7 days notice in writing via email to
support@pilatesandco.com.au and we can address this. We have some maximum ‘on hold’ periods as standard but happy to review all reasonable requests.

Can I bring my children to class to wait whilst I’m in class?

If you are a parent/carer, it is our desire to create an environment where the focus is solely on your experience and all the other members, with limited distractions ie no children. This includes not allowing late comers into class. We appreciate your understanding on this as we try to deliver a safe and happy studio for everyone. Sorry but our insurances do not permit children in the studio. Under no circumstances do we allow children of any age to sit and wait in the studio while classes are on.

What age can my children participate in a Pilates and Co Service?

Consult with us as every situation and child is different but as a general rule we allow from 14years if the parent/carer is participating and in agreement. We do have Teen classes for 10-16years

HOW TO GET STARTED?

Please visit our Before your first Class page to find out more.

HOW DO I BOOK A FREE INTRO CLASS?

We have specific introductory classes because these classes are designed for people new to the studio and ensure we can give you any information you need, especially if you’re new to reformer Pilates. The orientation is the very best way to get started with us however we understand that not everyone can make the times available. If this is you, please book in for a beginner class first.

Please let us know if you require any assistance with logging in to your account or booking classes. Remember the Pilates & Co app is the best way to book and keep track of your workout schedule. The orientation session at Bundall studio is on Wednesdays at 12:30pm and at Burleigh Studio on Saturdays 10.30am, Robina Studio 6:30pm on Tuesdays. Pimpama Mondays 6.30pm

Please visit our Before your first Class page to find out more.

where do i park?

Please allow some time before classes to find parking and read the parking tips posters in studio. Please visit our Before your first Class page to find out more information regarding parking in both studio locations.

can i use my private health insurance?

The following information about specific funds should be taken as a guide only and is not an exhaustive list of funds recognising fitness services. If your holds private health insurance, you will need to contact your fund to determine what is required to enable to gain a rebate and what level of rebate is eligible to receive. It’s important to remember that all funds are different! Some funds require us or our staff to be registered with AUSactive, while others also require us or our staff to be registered with them directly. A doctor or allied health professional referral will be required to indicate that the program is necessary due to an existing health or medical condition. Finally, it’s also important to remember that the amount of a potential refund is heavily dependent on the level of cover held by the member and that holding private health insurance does not automatically ensure eligibility for a refund for fitness service. The wording for your private health insurer is “Group Training” or Personal Training” that you are to ask your provider about NOT Pilates. Current providers include NIB, BUPA, Westfund, RTHealth, Medibank. For more information please contact the studio info@pilatesandco.com.au

WHAT IS THE strict start time policy?

Late entry to class will no longer be possible. Once your teacher has begun teaching a small A frame board stating “class has started NO ADMITTANCE NOW” will be put out. Again, this is to ensure that social distancing is adhered to, relevant safety checks can be completed and any disruption to class can be avoided so please don’t be late! 2minutes late is too late.
 

WHAT IS THE towel/sock requirement?

A towel and drink bottle are recommended, and socks are compulsory for every class. Towels are compulsory in most gyms around Australia and whilst we may not sweat heavily in our airconditioned and lower intensity Pilates, we still can sweat during Pilates sometimes too so a towel helps you control your sweat and allows the member to use as a protective layer between themselves and the reformer should they wish! The towel can also be used as a prop for under your head on the reformer. We have grip socks available for purchase if you forget or need new ones.

i feel i’m higher risk, i would prefer a smaller group or private. are there other options?

We understand, it is totally fine to feel anxious about starting or returning to group environments or Pilates for the first time and we appreciate we are all different and some members have health issues to consider further. We anticipate a higher demand for our private (1-on-1) and small group (1-on-3) sessions, so we will be increasing these time-slots and have more of our staff available for these sessions than ever before. We hope we can put your mind at ease with these quieter times so you can enjoy the physical and mental benefits our studio provides. Contact us to find a time or group that would best suit you.

what is the cancellation policy if i am not well?

To stop the spread, please do not attend if you are unwell. Please respect this policy and the other members and staff at this time. We have our 12-hour cancellation policy so please adhere to this notice period otherwise you will be charged for the class. If you’re feeling even slightly ‘under the weather’, cancel your class as a precaution and you can always book back in when you’re feeling better or at last minute and thus not impact your session credits. All staff at the studio are also following this protocol.

what is your CLEANING, sanitiser and hygiene protocol?

We have sourced hospital grade 81% liquid hand sanitiser and disinfectant, which will be used in our portable and automatic spray dispensers situated in the entrance to the studios

We also have our disinfectant wipes to be used as required and are always used following every class and equipment use.

We have an open mouth rubbish bins and foot activated bins and these will be regularly emptied.