Policies  FAQ's

policies

Policies

Refund Policy

All sales for classes, one-on-ones, duos, small groups, workshops, events and teacher trainings are final – no refunds or exchanges.

Membership Policies: Cancellation, Changes & Freezes

We require 7 days written notice via email for any membership change or cancellation. No exceptions.To inquire about a membership change, to begin a new membership, or to cancel your membership, email us at least 7 days prior to your next scheduled autopay date. There is a $25 admin fee for membership cancellations or changes. No rollovers, refunds or extensions on memberships, no exceptions.As a courtesy you are able to freeze one entire month per calendar year for a $25 admin fee. Just send us an email 7 days prior to your next credit card charge. Please note there are no partial month freezes. 

Cancellation Policy

We have a firm 12-hour cancellation policy for Group Classes and a 24-hour cancellation policy for Private Sessions. This policy allows us to pay our teachers for their time and commitment, therefore we cannot make exceptions for any reason, medical or otherwise. Thank you in advance for honoring this policy.

Group Classes: You must “EARLY CANCEL”
ONLINE with AT LEAST 12 HOURS NOTICE to avoid losing your class. If you cancel with less than 12 hours notice, you will incur a “late cancel” and your class will be deducted from your account.

If you don’t cancel your class and don’t show up, you will be charged a $35 No Show fee. (Your class will not be deducted from your account.) We encourage you to cancel online, even if you have to cancel late, in order to avoid this fee AND to allow someone on the waitlist to take your spot.

Private Sessions: All Privates/Duets are paid for upon completion. We require a credit card on file to make a reservation. To avoid being charged for your session, please cancel
online or through the MindBody App at least 24 hours before the start time of your session. If you cancel with less than 24 hours notice or don’t show up, your session will be deducted or charged to the card on file.

To avoid late cancellation charges, please cancel
online or through the Mindbody App. Our very small and busy team does not have capacity to process cancellations via email, phone call, or text.

Grip Socks Policy

Non-slip grip socks are required for the safety and hygiene of our clients and staff. If you arrive without grip socks, we offer a great selection for purchase at the studio for $18.

Child Policy

Teens aged 16 and over are welcome to attend group classes after their parent or legal guardian has signed our liability waiver. We cannot accommodate teens or children under 16 in group classes, but are happy to set up private sessions for your younger teen or child with parental consent. We must also ask you not to bring your little ones to the studio when you come to class or a private session. This is for their safety and to ensure safe, fun workouts for all by minimizing distractions for both trainers and clients.

Latecomer Policy

For your own safety and well-being, please arrive for your class on time. If you arrive later than 10 minutes after the start of your class/workshop, you will not be let in. This is to ensure that you get a proper warmup and to minimize disruptions. Doors will open 10 minutes before the class start time. If you arrive more than 10 minutes early, please wait outside or in your car until the previous class has wrapped up.

Waitlist Policy

There are 4 spots on the waitlist for our small group Pilates Machine classes. Adding your name to the waitlist provides you a great opportunity to get into class! If a spot opens more than 12 hours before class, you will automatically be added to that class and sent a confirmation email. DO NOT DEPEND ON THAT EMAIL, as we've seen members with hiccups and glitches. Please log in and check your schedule to verify you are enrolled. This procedure protects you from being added to a class that you may no longer be able to attend, avoiding possible Late Cancel/No Show fees. If you Reserve/Wait List yourself for more than one class in a day, or more than is ultimately allowed by your current package, you are responsible for the purchase of and any cancellation penalties for all classes that you reserve and get bumped into from the waitlists.

Scent Policy

We strive to maintain a chemical-fragrance-free environment because many students in our community have allergies and sensitivities to strong scents. Please avoid perfumes, colognes, fragranced laundry soap, and fragranced hair and body products when you come to the studio. Please also come free of body odor or smoke odor. This helps us to maintain an environment where everyone can feel comfortable.

Covid Policy

Per the city of Los Angeles, masks are optional for clients and trainers regardless of vaccination status. Not comfortable going mask-free? That’s ok! Masks are optional and we encourage you to make your own personal decision.

Policies

COVID POLICIES

PER THE COUNTY OF LOS ANGELES Masks are optional for clients and trainers, regardless of vaccination status.

Not comfortable going mask free?  That’s ok! Masks are optional and we encourage you to make your own personal decision.

CANCELLATION POLICY

We have a firm 12-hour cancellation policy for Group Classes and a 24 hour cancellation policy
for Private Sessions. Group Class cancellations must be made online or through the Mindbody App. Private Sessions must be cancelled via email or voicemail. This policy allows us to pay our teachers for their time and commitment, therefore we cannot make exceptions for any reason, medical or otherwise. We thank you in advance for honoring this policy.

Group Classes:

You must “EARLY CANCEL” ONLINE with AT LEAST 12 HOURS NOTICE to avoid any fees or losing a class. No phone calls or texts!

* 12 hour cancellation notice required to avoid a “Late Cancel” or “No Show” fee.

* Late Cancel – Class is deducted. This is any cancellation after the 12 hour cancellation window. That means you can “late cancel” anytime 12 hours prior to your registered class. Your class is deducted but you do not incur a $25 No Show fee.

* No Show – There is a $25.00 fee, but you do not lose your class. The class is credited back to your current package. This means if you do not “late cancel” and do not show up for class, you are charged the $25 No Show fee.

Private Sessions:

* All Privates/Duets are paid for upon completion. We require a credit card on file to reserve reservations.

* Please provide minimum 24 hours cancellation notice via email/phone.

* For “No Shows” and “Late Cancels” your session will be deducted or charged to card on file.

RESERVATIONS:

All reservations must be made through our online reservation platform. We require a credit card on file to be in compliance with our cancellation policies. No Exceptions

MEMBERSHIP POLICY:

We require 7 days written notice via email for any membership change or cancellation. No exceptions. To inquire about a membership change, to begin a new membership, or to cancel your membership, email [email protected]

No rollovers, refunds or extensions on Memberships, no exceptions.

SCENT POLICY:

We strive to maintain a chemical-fragrance-free environment because many students in our community have allergies and sensitivities to strong scents. Please avoid perfumes, colognes, fragranced laundry soap, and fragranced hair and body products when you come to the studio. Please also come free of body odor or smoke odor. This helps us to maintain an environment where everyone can be comfortable.

REFUND POLICY:

All sales for classes, one-on-ones, duos, small groups, workshops, events and teacher trainings are final – no refunds or exchanges. Retail items may be exchanged unused and with the tags on with a receipt within 2 weeks of purchase date.

LATECOMER POLICY:

For your own safety and well-being, please arrive for your class on time. If you arrive later than 10 minutes after the start of your class/workshop, you will not be let in. This is to ensure that you get a proper warmup and to minimize disruptions for the students who have arrived on time.

WAITLIST POLICY:

There are 4 spots on the waitlist for our small group Pilates Machine classes. Adding your name to the waitlist provides you a great opportunity to get into class! If a spot opens more than 12 hours before class, you will automatically be added to that class and sent a confirmation email. DO NOT DEPEND ON THAT EMAIL, as we've seen members with hiccups and glitches. Please log in and check your schedule to verify you are enrolled.  This procedure protects you from being added to a class that you may no longer be able to attend, avoiding possible Late Cancel/No Show fees. If you Reserve/Wait List yourself for more than one class in a day, or more than is ultimately allowed by your current package, you are responsible for the purchase of and any cancellation penalties for all classes that you reserve and get bumped into from the Wait Lists.

CHILD POLICY:

Innerstellar is happy to welcome teens over the age of 14. Teens and children under the age of 14 are not allowed to participate in or observe classes. Unattended minors in our lobby while classes are in session are also not allowed.

GRIP SOCKS are required for the safety and hygiene of our clients and staff. If you arrive without grip socks, we offer a great selection for purchase at the studio for $18.

FAQ's

Why am I unable to schedule through the MindBody App?

This may be a simple task of synching your account with the app. For iPhones: 1. Tap More at the bottom of the screen. 2. Select Settings. 3. Tap the Send button under Verification Email. 4. Now check your email Inbox for the verification email -it should arrive within a few minutes. For Androids: 1. Tap the Menu icon at the top left corner of your screen. 2. Select Settings from the navigation menu. 3. Tap the Send button under Email Verification. 4. Now check your email Inbox for the verification email -it should arrive within a few minutes.

Should I sign up for membership or buy a class pack?

If you’re ready to make a commitment to practicing at least once a week (and we recommend twice a week or more for the best results!) membership will be your best value, and offers the added benefit of holding you accountable to your own desires! If you want to try our classes and see how you like them, you travel frequently, or you’re otherwise not ready to make a commitment, the flexibility of class packs will work better for you.

When does my Monthly Auto Renew begin? At the beginning of the month or when I take my first class?

It begins on your contract start date. When you purchase your Auto Renew it will ask you when you’d like your contract start date to begin. This will determine your “monthly” term and the date your card will be charged each month. Example: You purchased an 8 class per month Auto Renew and set your contract start date for 2/15/16. That means you have from 2/15/16 - 3/14/16 to use your 8 classes.

When the new schedule opens up and I register for classes it shows up as "unpaid". What does that mean? Am I out of classes?

No. The Monthly Auto Renew allows you to sign up for your classes before your credit card is charged. As soon as your credit card charge goes through those “unpaid” classes will be reconciled.

What if I don’t use all my sessions within my monthly billing cycle?

All classes included in your monthly membership must be used within the one-month billing cycle, after which they expire. No rollovers, no exceptions.

What if I want to add an additional class to my membership?

We have $24 Add On Classes available exclusively for our Auto Renew Clients. You don’t need to purchase these ahead of time - we will handle it for you. We wait until you’ve taken all of the classes allotted on your monthly membership, then charge you as you complete the additional Add On classes.

When do you charge me for my add on class? Before or after i take my class?

We wait until you’ve taken all of your allotted “Monthly Auto Renew classes”, then charge you as you complete the additional Add On classes.

How do I check to see how many classes I've taken? I don't want to exceed my class amount.

Log in to your XTP account [link to MBO login], select “My Info” then select my “Schedule”. This will tell you how many classes you’ve taken / reserved.

I’m on membership, how come I can’t schedule any more classes?

If you're currently on active Auto Renew membership, this usually just means that you have used up your current allotment of classes in your membership for that billing cycle or are trying to schedule beyond your current cycle end date. However, we've adjusted our settings so that anyone with a currently active membership may schedule as many classes as they like with no limit. When prompted to apply payment or package, simply select the term "Register as Unpaid". This will allow you to keep booking classes beyond your current allotment or your current term end date.

Why am I unable to schedule through the MindBody App?

This may be a simple task of synching your account with the app. For iPhones: 1. Tap More at the bottom of the screen. 2. Select Settings. 3. Tap the Send button under Verification Email. 4. Now check your email Inbox for the verification email -it should arrive within a few minutes. For Androids: 1. Tap the Menu icon at the top left corner of your screen. 2. Select Settings from the navigation menu. 3. Tap the Send button under Email Verification. 4. Now check your email Inbox for the verification email -it should arrive within a few minutes.

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