Using the app - member guide!

I can't see how many classes I have left in my membership each month?

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.

Logging on to the website will give you more visibility than the app - and you will be able to see bookings, cancelled classes, attended classes and no-shows.

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 if you do not want to overbook for the month as the system is not intelligent enough to know that you've booked and cancelled classes. In this instance - a staff member may ask you to pay on the spot or we will charge you in the following business week. 

Mobile app profile page showing user "Libby Teale" with tabs for schedule, passes, and wallet. Active pass: "Yellow Spring" with 4 classes remaining. Inactive pass: "3 classes Hapana migration" expired. Bottom navigation includes Home, Book, Buy, Profile, and More icons.

How is it possible that I have overbooked my membership?

There are 3 ways that can lead to overbooking your allocated classes on your membership. 

  1. If you are on a waitlist and you are accepted into the class it will count towards your bookings. If you have other bookings, you can cancel one of your bookings and it will count towards one of your membership classes.

  2. You arrive at the studio without a booking & the teacher needs to book you in. The staff do not have the ability to see how you have used allocated classes for your membership so they can book you in without it being paid. If you come up as unpaid, the staff member may ask you to pay on the spot or we will charge you in the following business week. 

  3. If you contact us and ask to be booked in via the backend, it may be an unpaid class. 

Why have I been charged for an extra class/es?

Mindbody should prompt you to purchase and additional class if you have booked your allocation of classes. Occasionally (as per the above) classes slip through. 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 membership level (not the drop-in rate of $40).

A reminder about our waitlist policy: 

  • It is up to you to manage your position on the waitlist. If you can no longer attend your session - please cancel out ASAP. 

  • You can be added to a class (should a spot become available) up to 2 hours before the start of the class - including early morning classes. If you do not attend and you've been added to the class - you will lose the class credit. 

    •  Depending on your notification preferences you will be notified by email and or SMS. If you are not receiving class reminders via SMS and would like to - please email us and request to be opted in for  'Reminders and schedule changes via SMS' (note this is not for marketing purposes).  

Membership Holds - How do they work?

Pause when you need, return when you’re ready.

  • When you place your Love Pilates membership on hold, your billing cycle simply shifts forward by the number of days your membership is paused. If you put your membership on hold for two weeks, your renewal date will move forward by two weeks as well. This ensures you don’t lose any of the time you’ve paid for.

  • If you’re billing date is before your holiday hold - you will be billed as per the current billing cycle. Your next billing date will move forward by the length of your holiday hold.

  • Any unused classes from the cycle before your hold will automatically carry over, so you’ll still have access to them once your membership reactivates. This way, you can pause with peace of mind knowing your classes and membership value are waiting for you when you return.

  • For example: if your membership cycle is 28 days and you head off on holiday for 10 days, your cycle will be extended by those 10 days. This means your next billing date will be pushed back too — in this case by 10 days — making that cycle a total of 38 days.

  • Clients can get caught out with how many classes they have remaining when they come off hold. We recommend logging into the website or Love Pilates App on the date you come off hold to check how many classes you have left as well as your amended expiry date (this will not change until the suspension has lifted).

    Membership Hold Request form