Studio Policies

Booking & Scheduling

All classes must be booked in advance through our online system.

• Classes open for booking 28 days in advance for members and 21 days in advance for class packs

• We recommend booking early as class sizes are intentionally small

Cancellation Policy

We have a 12-hour cancellation window for all classes.

• Cancellations made 12+ hours before class will return your credit

• Cancellations made within the 12 hour window will result in:

  • Loss of class credit for class pack and limited membership clients

  • Late cancel fee for unlimited members

This policy allows us to offer spots to other clients and respect our instructors’ time.

No Show Policy

If you do not attend a booked class:

• Class pack and limited members will lose the class credit

• Unlimited members will be charged a no-show fee

Membership Terms

• All memberships have a 3-month minimum commitment

• Memberships automatically renew monthly after the initial term

• To cancel, we require 14 days written notice before your next billing cycle

• If you cancel before completing the 3-month commitment, remaining payments will still be due

Membership Changes

• Memberships may be upgraded at any time

• Downgrades or changes can be made after the initial 3-month commitment

• We require 14 days notice prior to your next billing date for any changes

Freeze Policy

We understand life happens.

• Each membership may be frozen once per calendar year

• Freeze duration: up to one billing cycle (4 weeks)

• Memberships will automatically resume after the freeze period

For more information on how freezes work click here.

Waitlist

If a class is full, we encourage you to join the waitlist.

• Our waitlist closes 2 hours prior to the class start time. This means that if you are still on the waitlist, you will know definitively whether or not you’ve been added into class no later than 2 hours before class begins.

• If a spot opens, you will be automatically added to class.

• If you’re added into class within the 12-hour cancellation window, you are still responsible for attending class or will be subject to our late cancellation/no-show policy.

• If your availability changes, we recommend removing yourself from the waitlist before the 12 hour cancellation window begins to avoid any late cancellation or no-show penalties.

Studio Etiquette

To keep the space calm and enjoyable for everyone:

• Please arrive 5-10 minutes early

• Late arrivals may not be admitted once class begins

• Grip socks are required for all classes

Photos & Filming

• Filming is not permitted during class unless permission has been expressly granted ahead of time by studio management.

• We embrace that people love capturing moments from their workouts, and we truly appreciate the excitement and support!

• We encourage clients to take photos and quick videos before and after class, so long as it does not interfere with class turnover or require additional instructor time.

• Our filming policy is in place to help ensure all clients feel comfortable in the studio environment, as other guests may unintentionally appear in photos or videos and may prefer not to be filmed or shared online.

• Please tag us on social media @newheightspilates with any snaps you take, we love seeing and sharing your experience at New Heights, and we’ll repost you!

Health & Safety

• Please inform your instructor of any injuries or conditions before class

• Move at a level that feels appropriate for your body

• If something doesn’t feel right, we encourage you to pause and ask for guidance

Personal Belongings

• We are not responsible for lost or stolen items

• Please keep valuables with you or stored neatly in designated areas

Community

New Heights is built on the belief that movement is for every body.

We ask that all clients treat one another and our instructors with kindness and respect. This is a space where everyone belongs.

If you ever have questions, we’re always here to help:
hello@newheightspilates.com