Reformer Pilates Policy FAQs

Why is there a Late Cancellation/No Show Policy?
We would prefer not to apply charges at all, however experience tells us that without this policy 15% of booked participants do not attend their class, leaving beds empty that would otherwise be available for other members. The policy is to ensure that more members can access more classes, more often. This policy is consistent with other Reformer Pilates studios and is common within the industry.

How do I cancel a booking?
You can cancel the booking via the Genesis App. If for some reason you cannot access the App, please contact the club during staffed hours and we can cancel it for you. We do not accept cancellations via email.

How do I know if I have been moved from the waitlist to a spot in a class?
You will receive a confirmation email from us Genesis Health + Fitness via onlinebookings@clubware.com.au. We suggest you add this email address to your “Safe Senders” list to ensure it does not end up in your Junk Folder. It is your responsibility to ensure you receive these emails.

What happens if I am on the waitlist and no longer wish to attend a class?
If you are on a waitlist for a class and can no longer attend, then you need to remove your booking as soon as possible.
If you are moved into a class booking from the waitlist and can no longer attend, then you will not be charged the cancellation fee for cancelling the booking. Please cancel your booking so that another member can attend.

What happens if I cannot attend a class on short notice for a reason out of my control? (eg. I have woken up feeling ill)
Please cancel your booking so that another member can have the booking. While this is technically a no show or late cancellation, we will of course use discretion. We would not impose a charge in the case of genuine illness or an emergency. Contact the Club as soon as you can to let us know we are aware of the situation and can respond accordingly. Please do not wait until you have been charged.