FAQ + POLICIES
Have Questions? We’ve Got You Covered. Our FAQ section covers everything from how to get ready for your first class, what to expect when you arrive, and other helpful tips to make your experience seamless. Still need help? We’re here for you. Reach out through any of our contact options to get in touch!
EMAIL US: info@sensepilates.com | TEXT / CALL US: 346-232-1299
FAQ
How do I sign up?
- To reserve a spot, download the Sense Pilates app or visit our website. You will need to create an account to proceed with your registration.
- For more information on private 1-1 or private group sessions, please email us at info@sensepilates.com
Where do I park?
- Parking is available in front of and behind the studio. Both areas are pay-to-park via QR code. Valet service is also available during select hours.
- If those spots are full, we recommend the 4 story parking garage across the street, located between Talbots and Barnes & Noble. The garage consistently has free, ample parking.
- You may also park in the nearby neighborhood — you can access our front entrance through the walkway by Cocody.
Click for Directions
What time should I arrive for class?
Please arrive 10 minutes early to your session for a tour of the studio and to get set up on your machine. We do not offer a grace period for first-time visitors, so it’s important to arrive ahead of time!
Can I attend as a beginner?
Yes — our classes and instructors accommodate all levels, including beginners. If you’d like extra guidance before joining a group class, you’re welcome to schedule a one-on-one private session first.
What should I wear? Do I need to bring anything?
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We recommend wearing fitted, comfortable activewear that allows you to move freely. For safety and hygiene, grip socks are required for all classes — if you don’t have a pair, we sell men’s and women’s styles in studio.
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You don’t need to bring anything else. We have a small selection of essentials available in the bathroom, and water and beverages are available for purchase.
What if I have to cancel my session?
We have a 12 hour cancellation policy. To avoid penalties, please cancel at least 12 hours before class using our app or website.
If you cancel within 12 hours or do not show up to class, the class credit will be forfeited.
Intro Offer Clients:
- Late cancellations will be charged a $20 fee.
- No-shows will be charged a $35 fee.
How often should I roll?
Aim for 1-2 sessions weekly, adjusting as necessary based on your body’s needs and your overall exercise routine.
What should I wear to my body roll session?
We recommend wearing fitted activewear and regular socks to your body roll sessions. Ensure your clothing does not have zippers or buttons. All jewelry must be removed and hair must be securely tied back in a bun or an updo before the session begins. No exceptions.
Body Roll: Before and After care
Pre-Care
- Stay hydrated before your session.
- Wear fitted activewear (no jewelry or loose items).
- Tie back long hair, no exceptions.
- Eat a light snack if needed — avoid heavy meals right before.
Post-Care
- Drink water after your session.
- Temporary skin warmth or redness can occur.
- Resume normal activities as you feel comfortable.
Waitlist information
- Our classes are limited to 10 for personalized attention and tend to fill up quickly. If a class is full, you can join the waitlist. Should you be moved from the waitlist to the class, you’ll receive an email and or text confirmation— make sure you’ve opted in for class alerts!
- If you are added to a class from the waitlist within the 12 hour window before the class starts, the standard cancellation/no-show policy will be applied. Please attend the class to avoid being marked as a ‘no-show’. You can check your position on the waitlist by logging into your Sense Pilates account and navigating to ‘My Classes.’
- To avoid the late cancellation penalty, please remove yourself from the waitlist at least 12 hours before the class if you no longer need a spot. The waitlist automatically adds members to classes up to 3 hours before they start.
- There is no penalty for not securing a spot from the waitlist or for removing yourself from the waitlist before the 12 hour window.
Studio Policies
Sense Pilates is dedicated to providing a safe and high-quality environment for wellness and exercise. We reserve the right to refuse service to anyone at any time to maintain this standard. For the health and safety of our clients, all class reservations must be made through the Sense Pilates App or website.
Age Requirement
The minimum age to attend class is 14 with parental consent required on the liability waiver.
Late Policy
We offer a 5-minute grace period for class entry. Please note, entry is not permitted and loss of credit will result if you arrive after 4 minutes and 59 seconds.
Cancellation & No-show Policy
At Sense Pilates, we value your time and commitment — and ask that same courtesy be extended to our instructors and fellow clients.
Cancellations:
Classes may be canceled at least 12 hours before the start time with no penalty. The class credit will remain on your account for future use.
Late Cancellations (within 12 hours):
Cancellations made inside the 12-hour window are considered a late cancel.
All clients forfeit the session credit.
Clients on an Intro Offer will also be charged a $20 late cancel fee.
No-Shows:
Failure to attend a booked class is considered a no-show.
All clients forfeit the session credit.
Clients on an Intro Offer will also be charged a $35 no-show fee.
Grace Policy — Monthly Memberships
Monthly Members receive one (1) waived late cancel or no-show penalty per calendar year. To redeem, email info@sensepilates.com within 24 hours of the missed session. (Grace is not applied automatically.)
Instructor Schedule Changes
Instructor and class schedules are subject to change; please refer to our app or website for the latest updates.
Waitlist
- Waitlist options are available for classes that reach full capacity.
- You are responsible for all classes or sessions you are added to from the waitlist – the twelve (12) hour cancellation policy still applies! If you no longer want a spot in the class, please be sure to change or cancel at least twelve (12) hours prior to the class start time. If you are added to the class and fail to remove yourself, you will be subject to our late cancellation and no-show policies.
- The waitlist will close three (3) hours prior to the class start time. You will not be automatically added after that point.
- Please make sure you are subscribed to class confirmation emails from us to receive waitlist notifications!
Membership Termination
- All memberships require a 3-month minimum commitment and cannot be canceled before that period is complete. After the initial 3 months, you may request to terminate your membership with a 30-day notice. If a termination request is submitted less than 30 days before your next billing date, your membership will still renew one final time, and your access will continue until 30 days from that billing date.
- For example, if your membership is set to renew in 14 days and you submit your cancellation request today, you will still be charged for one final billing cycle. Your membership would then officially expire 30 days after that billing date.
Freezes
- We get that life happens! To freeze your membership, please email us at least 7 days in advance with the exact dates and length you want to freeze. It’s the client’s responsibility to provide these details – no exceptions.
- Freezes up to one month are free; longer freezes have a $50 fee. Any request beyond thirty (30) days within the same membership year will incur a $50 fee – regardless of the length of the freeze. When you unfreeze, you’ll keep the same time and credits you had left.
- Example: If you paused with 14 days and 4 credits remaining, you’ll have 14 days and 4 credits to use when you return before your billing renews.
- Please note: If you get billed before your freeze is confirmed, we cannot refund it – all sales are final.
Injuries
Clients with injuries should inform their instructor upon arrival to discuss any necessary safety precautions or modifications for the session.
Return Policy
All sales of classes, memberships, event tickets, and retail items, are final. No refunds or exchanges are available once a purchase is made.
Session Length
- All Pilates sessions are forty-five (45) minutes long.
- All Body Roll sessions are forty-five (45) minutes long.
Lost Property
The studio is not responsible for lost or stolen items. Please contact us promptly if you believe you have left something behind.
Phone / Content Policy
To ensure privacy and focus, phone use is prohibited during classes. Recording is not allowed at any time to protect the privacy of all clients and members. Photos and videos may be taken before or after the full 45-minute session has concluded. Please be mindful of others in the background.
Grip Socks
For your safety and hygiene, grip socks are required for all classes. If you arrive late without grip socks and the grace period has passed, entry may be denied. No exceptions.
Studio Amenities
Our studio features two restrooms and personal enclosed shelving for your belongings. Amenities also include curated product offerings for clients and members, along with additional in-studio comforts.
Waiver of Liability
All clients are required to sign a Waiver of Liability and Informed Consent Release prior to any session or taking any class at the Studio.
Discrimination
We strictly enforce a zero-tolerance policy for discrimination and harassment. All related complaints are taken very seriously and addressed immediately to ensure a respectful environment.