Program Policy
Please read this policy before engaging in any of our programs.
Open Communication
It is imperative that you keep all communication lines with our team open, clear, and upfront. Our instructors will continuously ask you to show them how to best teach you. If we ever say or do anything that does not feel right, please bring it up. We promise to make it right for you and do our best to meet your satisfaction.
Confidentiality
Our team will honor the confidentiality of everything discussed with you. In the event that an alternate instructor is assigned to you (temporarily or permanently), our team will discuss all information relevant to your program and progress. Any changes in instructor will be disclosed to you in advance.
Program Length
Each program has a predetermined expiration date based on the date of purchase or the date of your first session, whichever is later, as well as your intended frequency of use (once or twice per week). This date may be extended up to one month if requested. All in-person programs have extended expiration dates already built in and, as such, may not be further extended.
Payments
All sessions must be prepaid. Payments must be made online through our online scheduling system using a credit or debit card. If you choose to enroll in a payment plan, you will be required to keep a card on file that will be charged automatically on the 1st or 15th of every month relative to the date of purchase. Available payment plans align with your intended frequency of use (once or twice per week).
Client Portal
You will be required to register for our Client Portal in order to access our online scheduling system and engage with our offerings. You must opt in to our email reminders in order to receive instructions to prepare for and join your sessions.
Studio Location
In-person sessions will be held at our physical studio located at 50 West 12th Street, Garden Level (between 5th and 6th Avenue) in New York City. Online sessions will be held at our virtual studio via Zoom Video.
Studio Safety
Our physical studio is compliant with CDC recommendations and New York State mandates to reduce the spread of COVID-19. You will be required to adhere to our health + safety guidelines while engaging in sessions at our physical studio, including participating in a health screening before every session and wearing a CDC-approved face covering at all times.
Studio Closure
In the event of government-mandated closure of our physical studio and any other temporary or permanent closure resulting from circumstances beyond our control (e.g. pandemic, natural disaster, etc.), all in-person programs will be facilitated online at our virtual studio. We will notify you of any such closures as soon as possible. As your program will continue online, no further expiration date extensions will be honored and no refunds will be issued.
Client Availability
At least once per quarter you will be asked to specify your availability and scheduling preferences. As we are a boutique studio, we set our schedule quarterly based on the combined availability of our Clients and our team as well as any local, national, and/or global events. We will not be held responsible if our team’s availability does not align with your availability, especially if you choose not to specify your scheduling preferences.
Team Availability
All team vacation and time off are accounted for in our online scheduling system and communicated, if known, when scheduling via email. We will do our best to communicate any changes that may affect your scheduled sessions as soon as possible. To browse current availability, please use our online scheduler or email info@charlotteblakepilates.com.
Booking Sessions via Scheduler
Sessions may be requested or “self-booked” through our online scheduling system at least 24 hours in advance. You will receive confirmation via email when your request has been accepted. Please note you will be limited to whatever is available at the time of booking. This means that there may not be anything available at the time of booking. We will not be held responsible if our availability does not align with your availability when using our scheduler. Self-booking for in-person sessions is not available. To book, reschedule, or cancel your in-person sessions, please email info@charlotteblakepilates.com.
Booking Sessions via Email
Sessions may be requested by emailing info@charlotteblakepilates.com at least 48 hours in advance. You may request session holds or “bulk schedule” sessions for up to three months at a time, but you will not be able to book sessions beyond the current quarter. All session holds must be confirmed within 72 hours. Once confirmed, the session(s) will be booked and you will receive official confirmation via email. If we do not receive written confirmation, your session(s) will not be booked. This means your session hold(s) will be removed from the schedule and released to other Clients. In some cases, we may pre-confirm your session(s) based on the availability you provide and will notify you of this via email. Please note that we do our best to meet your scheduling preferences and appreciate your flexibility when booking via email.
Making Changes or Canceling After Booking
Sessions may be rescheduled or cancelled up to 24 hours in advance. Please note that all requests must be received through our online scheduling system or via email at info@charlotteblakepilates.com. Once your request has been processed, you will receive official confirmation via email. If you do not reschedule or cancel at least 24 hours in advance or if you miss a session without notice, unfortunately you will forfeit that session. When canceling or rescheduling less than 24 hours before your session, please contact your instructor directly via text message.
Attending In-Person Sessions
You will be required to notify our team immediately if you are feeling unwell. In the event of illness, our 24-hour cancellation policy will still apply. However, it may be possible to shift your in-person session to an online session pending advance notice and availability. At every session, we will conduct a health screening before you enter our physical studio. If you do not pass our health screening, you will be asked to leave and your session will be forfeited. A CDC-approved face covering must be worn at all times, including during your session.
Attending Online Sessions
You must opt in to our email reminders in order to receive the Zoom link to join each session. We highly recommend you download the Zoom app to your computer, tablet, or smartphone at least 15 minutes before your scheduled session so that you may begin on time. If you experience any technical difficulties on the day of your session, please contact your instructor directly via text message.
Taking Time Off From Sessions
A 14-day notice is requested before taking vacation or breaks from sessions. All such requests must be received via email at info@charlotteblakepilates.com. Your prefered session block will be held for two consecutive weeks, while you are on vacation or taking a break from sessions. After this grace period, you risk the possibility of your preferred session block being filled by another Client unless the session is paid for in your absence. Please note that your program expiration date will not be extended if you decide to take time off from sessions.
Termination
A 14-day notice is requested before ending your program. Please note that all such requests must be received via email at info@charlotteblakepilates.com. In the event of unforeseen circumstances that lead you to terminate your program, we will do our best to ensure that all remaining sessions are used. HOWEVER, WE DO NOT ISSUE REFUNDS UNDER ANY CIRCUMSTANCES.