Membership FAQs

Membership holds

  • Membership hold form

  • Hold requests/suspensions are submitted online via our form. This is to ensure they are actioned promptly and we can track them. You can access the form here. Don't forget we ask for 7 days notice for a hold (except in the case of a baby break hold for our expectant mums)

  • Mindbody (our booking system) does not automatically send an email when a hold is processed. If you have given us 7 days notice you can assume your hold will be processed. If there is an issue with your request we will be in touch to clarify/resolve with you.

  • Lots of our members keep coming to class right up until their due date. Email us on hello@lovepilates.com.au when you want to start your hold. We hold your memberhship for up to 12 weeks when you give birth.

  • Mindbody will recalibrate your billing dates once your suspension/hold is over.

  • If you would like to end your hold/suspension earlier, email us to remove the suspension.

    If you need to extend your hold you will need to submit another request.

Booking and managing classes

  • The easiest way to see how many classes you have booked/have left/when your billing period is - is to log in via the website. (The login button is on the top menu of our home page). Go to My Info —> Account and you will be able to see unbooked/remaining and the end date of your current cycle. Remember - this will NOT include any waitlisted classes.

    You have less visibility on the app - once you have booked your monthly allocation, your membership on the app under Profile --> Passes will disappear completely from the 'Active section'. If you cancel a class it will re-appear and say 1/XX remaining.

    NOTE - if you put yourself on a waitlist and you are accepted into the class - it is up to you to cancel one of your other classes. A waitlisted class is not included in your lass count until you have a place in the class.

  • As per our Terms and Conditions if you book over your allocated classes for your membership level - you will be charged for those additional classes at the current membership rate for your level (not the drop-in rate of $39).

    Don't forget late cancels and no-shows are included in your class count.

  • If you over book, you should be promoted to purchase an extra class if you are on a membership. The exceptions are if you ask one of our staff to book you in, or you come off a waitlist.

    1. Look at the date you were charged for your membership under 'Profile->Wallet' (this is day 1 of 28)

    2. Look at your scheduled and previous classes under 'Profile --> Schedule' and count the number of bookings you have within that 28 day period. 

    3. Cancel or add according to the number and be mindful of when you're on the waitlist

    4. Don't forget late cancels and no-shows are included in your class count.

    You will always have greater visibly if you log in via the website rather than the app.

Billing cycles and contract terms

  • Our memberships for group classes are billed every 4 weeks. This means the date will vary every month. If you log on via our website you will be able to see your billing date. You will also receive an email the day your membership is charged to your preferred payment method - please note this date may vary from the one on your credit card statement as it may take several days for the payment to settle.

    Our private and semi-private sessions are billed every 5 or 10 sessions, depending on your contract. That means if you have signed up for a 5 session auto-pay - you will be billed when you have used 5 sessions, if you have signed up for a 10 session auto-pay you will be billed when you have used 10 sessions.

  • Our memberships for group classes are either a minimum of 12 weeks or 48 week - this exclude any hold periods you have taken.

    Our semi-private/private session memberships will specify a set number of auto-pays (which is the number of times your 5 or 10 pack renews.)

  • If you over book, you should be promoted to purchase an extra class if you are on a membership. The exceptions are if you ask one of our staff to book you in, or you come off a waitlist.

    1. Look at the date you were charged for your membership under 'Profile->Wallet' (this is day 1 of 28)

    2. Look at your scheduled and previous classes under 'Profile --> Schedule' and count the number of bookings you have within that 28 day period. 

    3. Cancel or add according to the number and be mindful of when you're on the waitlist

    4. Don't forget late cancels and no-shows are included in your class count.

    You will always have greater visibly if you log in via the website rather than the app.

What are the benefits of memberhsip?

  • Members get first access to booking special events such as workshops and our upcoming retreats.

  • Periodically we offer special member only offer such as our bonus packs - which allow you to do additional classes over a specified period at a heavily discounted price.

  • Membership offers the best value on class pricing.

Additional classes

  • Great! Book your class and pay the current Membership Add On rate. The current member rate for your membership level should come up when you are asked to purchase a casual class.