Studio Policies
These are the policies that keep our studio running well and the experience good for everyone. If anything here raises a question, reach out. We'd rather talk it through than have you guessing.
They work alongside the full terms you agree to when you buy a membership, credit pack, or intro offer. Where those go into more detail, they apply.
Booking
All classes and recovery sessions are booked through your online account, on the app or through our website. Spots are limited by design, so booking ahead is the best way to get the time you want.
If you ever need help, call or text the studio. We're always happy to guide you or book you in.
Age Requirements
Group classes: Students must be 16 years or older to take group classes (unless discussed prior).
Recovery services: All recovery services (infrared sauna, halotherapy, red light therapy, compression therapy, and Power Plate) are for guests 19 and older. There are no exceptions here. These modalities carry health considerations that make them unsuitable for minors.
Children who aren't participating in a scheduled service should not be left unattended in the studio.
Credits
Credits are universal at Londie. One credit covers one Pilates class, one sauna session, one red light session, or one recovery room session, so you can use them across our services in whatever combination suits you.
Credits are tied to your account and can't be shared, transferred, or gifted.
Cancellations and No-Shows
Life happens, and plans change. When you need to cancel, doing it early opens your spot for someone else on the waitlist. If you're feeling unwell we ask that you stay home. Reach out to us—we'll always do our best to help where we reasonably can.
Please cancel or reschedule at least 12 hours before your class or recovery session. You can do this anytime through your account. We don't accept cancellations by email or social media, since those channels aren't monitored in real time and a cancellation sent there may not reach us in time.
Here's how it works:
Cancel 12 hours or more ahead: no penalty.
Cancel within 12 hours: the credit is forfeited.
No-show: the credit is forfeited, plus a $25 no-show fee charged automatically to your payment method on file.
If we ever need to cancel a class, it will be for reasons of safety or circumstances outside our control, like severe weather. If that happens, we'll let you know as soon as we can by text and email, your credit goes straight back to your account, and you're never penalized.
Waitlist
If a class is full, you can add yourself to the waitlist. Holding a spot uses a credit, and if the class passes without a spot opening up, that credit is returned to your account right away.You'll always be able to see where you stand, including your place in line and how many others are on the waitlist with you.When a spot opens up, the next person in line is booked in automatically and notified by text and email.If your plans change, please remove yourself from the waitlist. This way your spot can go to someone else, and you won't be automatically enrolled into a class you can't attend and have to late cancel. No show and late cancel policy will still apply as soon as you are added to a class from the waitlist.
Late Arrival
For your safety and the flow of the class, we can't admit latecomers more than 5 minutes after class has started. At the 5-minute mark, your spot may be given to a walk-in waiting to fill it. If you're running behind, message us and we'll do what we can, but we can't guarantee a spot once class starts.
Grip Socks
Grip socks are required for all reformer classes. They keep you safe on the equipment and are non-negotiable for class participation. If you forget yours, you can purchase a pair at the studio.
Memberships
Your credits: Your membership gives you a set number of universal credits each month. They refresh on your billing date and don't roll over, so anything unused at the end of a billing cycle is forfeited.
Billing: Memberships bill automatically each month on the same date, to the payment method on file. Please keep your payment details current. If a payment fails, your account may pause until it's resolved, and any bookings you have may be cancelled.
Commitment: Memberships come as a 3-month or 12-month commitment, and continue month to month afterward until you cancel.
Changing tiers: You can upgrade anytime, effective your next billing date. Downgrades aren't available during your commitment term.
Membership Pauses
We know life doesn't always run on schedule. You can pause your membership for up to 8 weeks per calendar year, for a fee of $50 per month while paused. A pause holds your spot, your rate, and your account in good standing. Just let us know in writing at least 7 days ahead. Paused time doesn't count toward your commitment term.
Credit packs can't be paused. Pauses are for memberships only.
Membership Cancellation
To cancel, send written notice to hello@londiepilates.com at least 30 days before your next billing date, once your commitment term is complete.
We can only release you from a commitment early in a few genuine circumstances: medical inability to participate, a permanent move outside the Lower Mainland, or death. Documentation may be requested.
For founding members: your founding rate is a thank-you for believing in us early. If you cancel and later return, that founding rate can't be reinstated. It's locked to your original membership.
Credit Packs
Credit packs are a flexible way to practice without a commitment. Credits expire from the date of purchase, not from first use:
Drop-in (1 credit): 1 week
5-pack: 30 days
10-pack: 60 days
Credits not used by their expiry date are forfeited, and expiry dates aren't extended for missed usage or a change of plans.
Credit packs are non-refundable and can't be paused.
Intro Offer
Our intro offer is for first-time clients only. One per person, and the specific terms are shown at purchase. It's the best way to start with us.
Gift Cards
Gift cards are purchased online, and we don't offer physical cards. They can be used toward credits or merch, they're non-refundable, and they never expire.
Refunds
Memberships, credit packs, and intro offers are non-refundable once purchased, including any unused credits.
Merch can be exchanged within 14 days if it's unworn and unused with tags attached. Socks are final sale.
Health and Safety
Your wellbeing on the reformer and in our recovery suite matters to us more than anything.
Please tell us about any injuries, medical conditions, or if you're pregnant, before your first class or recovery session, so your instructor can guide you well and keep you safe.
If you're pregnant, newly postpartum, or managing a health condition, we recommend checking with your healthcare provider before starting. Once you're cleared, we'll meet you where you are.
You know your body best. If something doesn't feel right during a class or session, stop and let us know.
Recovery Suite
Recovery services are for guests 19 and older. Some of our modalities aren't suitable for certain health conditions, including pregnancy, heart conditions, and a handful of others. If you're unsure whether a service is right for you, check with your doctor first.
The first time you use each recovery service, we'll take you through a short orientation. We ask that you follow the guidance for each one, including recommended session lengths, for your safety. If you have questions later or want a refresher, just ask.
Sessions are booked for a set duration. Please finish your session on time so the next guest can begin promptly.
Waiver of Liability
There are two waivers at Londie. The Pilates waiver is signed online when you purchase, and covers your participation in classes. The recovery waiver is signed in person at your recovery intake, before your first recovery session. Both stay in effect for as long as you're an active client. If you have questions about either one before signing, we're happy to walk through it with you.
In the Studio
A few small things that keep our space feeling like the sanctuary it's meant to be:
Phones: keep yours tucked away and on silent during class so everyone can be fully present.
Equipment: please treat our equipment with care. Guests may be responsible for damage caused by intentional misuse or negligence.
Food: no food in the studio
Recovery Spaces: in our recovery spaces, be mindful of others enjoying quiet recovery time.
Cleaning: we wipe down the reformers and equipment ourselves between classes and recovery sessions, so everything is properly cleaned for you.
Scents: keep them light out of consideration for others.
Pets: we love them, but we can't have them in the studio. Certified service animals are always welcome.
Personal training and commercial activity: Londie isn't the space for this without our approval. If that's something you're hoping to do, come talk to us.
Personal Belongings
Please keep valuables with you or in the space provided. We can't take responsibility for lost or stolen items, though we'll always help you look. Anything left behind goes to our lost and found, and unclaimed items are donated after 30 days.
Photography and Privacy
Our studio is a place where people come to feel comfortable exactly as they are. Out of respect for everyone in the room, please don't photograph or film other clients without their consent.
From time to time we photograph the studio and classes for our own community and marketing use. If you'd prefer not to be included, just let us know in writing and we'll respect that. We'll never use your image in a way that identifies you personally without your specific consent.
Your personal information stays with us. We use it only to manage your bookings, membership, and our communication with you. By joining, you're agreeing to let us reach you by email, phone, or text about your account, and you can opt out of marketing messages anytime.
Respect in Our Space
Londie is a space for everyone. We honour all bodies, identities, and lived experiences, and we ask that every client help keep the space one of respect, kindness, and care. We reserve the right to decline or suspend service for anyone whose behaviour makes the studio feel unsafe or unwelcoming for others, including our team.
The Small Print
We may update these policies as the studio grows, and when we make a meaningful change, we'll post the current version here.
Prices, classes, and instructors are subject to change without notice. Check the app or website for the current schedule.
Questions
If anything here is unclear, or you're not sure how a policy applies to you, reach out at hello@londiepilates.com. We're always happy to talk it through.