Frequently Asked Questions
1. What types of passes are available?
- We offer individual passes, Term Passes and 10 Class Passes.
- Individual passes are valid for the class booked into.
- Term Passes cover a full term, with the number of classes determined by Victorian school holidays.
- 10 Class Passes are valid for 180 days (6 months) from the date of purchase.
2. How do I book a class?
- Term Pass holders are automatically enrolled in the same class each week.
- Individual passes and 10 Class Pass holders can book any available class on the timetable through our online booking system.
3. Can I get a refund if I change my mind?
- We offer a 24-hour cooling-off period for Term Passes and 10 Class Passes. You may cancel your purchase within 24 hours for a full refund.
4. What if I miss a class?
- No refunds or credits are given for missed classes.
- Term Pass holders receive a class recording within 24 hours of each class that is available for 7 days (provided there are no technical difficulties).
5. What equipment do I need for the online classes?
- You'll need a device with internet access (computer, tablet, or TV).
- Some classes require equipment like a chair, resistance bands, or dumbbells. Check the class description to see what you will need to make the most out of the workout.
6. How do I join the online class?
- You'll receive a Zoom link via email before your class.
- Click the link 5-10 minutes before the class starts.
- Follow the prompts to join with computer audio and video.
- If you aren’t sure about using Zoom, use our Zoom Set Up Guide.
7. What if I have technical difficulties?
- We recommend joining a test Zoom meeting before your first class to check your setup.
- Basic troubleshooting guidance is available in our Zoom Troubleshooting Guide.
- For persistent issues, contact Trudi via our Contact page.
8. Can I share my pass with someone else?
- No, passes are for individual use only. Each participant must have their own pass and make a separate booking, regardless of whether multiple participants are in the same location.
9. What if I have health concerns?
- Consult with your healthcare provider before starting any new exercise program.
- Complete our Intake Form before your first class and inform the instructor of any relevant health changes.
10. How long are the classes?
- We offer 30-minute and 45-minute classes. The duration is specified in the class description.
11. What if I need to cancel a booking?
- You can cancel a booking anytime through your account portal.
- Full refunds are provided for cancellations made with more than 12 hours' notice.
12. Is there a dress code for the classes?
- Wear comfortable, appropriate exercise attire.
- Avoid revealing clothing, and ensure you're wearing suitable footwear (no open-toe shoes).
13. Do I need to keep my video on during class?
- Yes, we require participants to have their video on for safety reasons and to allow instructors to provide feedback.
14. How do I update my contact information?
- You can update your details through your online account or by contacting Carol via our Contact page.
15. Do you suspend or pause passes?
We do not suspend or pause passes due to holidays or injuries. All passes remain valid according to their terms, so please plan accordingly. In extenuating circumstances, passes may be extended. Please email extension requests to Carol via our Contact page.
16. What if I am running late?
Please note that there is a 5-minute cut-off period for joining classes due to safety reasons. If you arrive after this time, you may not be allowed to enter the session.
17. What if I need help using Zoom?
- We provide detailed information on our website with our Zoom Set Up Guide.
- For help solving common problems, refer to our Zoom Troubleshooting Guide. - If you need additional assistance, please contact us and we'll be happy to help.
Remember, we're here to support you in your fitness journey. If you have any questions not covered here, please don't hesitate to reach out to us!
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