FAQ

NEW CLIENTS

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Q: DO YOU HAVE INTRO OFFERS?

Yes, we offer 3 special offers for our new clients:

• 1:1 Private Pilates - Initial Consultation

• 2 Week Unlimited Trial

• Rig Starter Pack (1:1 Consult + 2 Week Trial)

At Rig, we don’t offer specific Beginner Pilates group classes. Instead, we offer a 1:1 Initial Consultation to provide a tailored introduction to the Pilates method and/or the equipment. You can access this Consultation on its own, or as part of our best-selling Rig Starter Pack.

NOTE: The trial activates on the day your 1st class is scheduled for; for NEW clients only; late cancellation and no-show fees apply (see below for fees).

Q: WHAT CLASS SHOULD I START WITH?

If you are new to Pilates or just getting back to exercise after a break, we recommend starting with our 1:1 Initial Consult (on its own or as part of the Rig Starter Pack). In this tailored private session, you will learn the principles of Pilates, how to use the equipment, and some foundation exercises. But it isn't just a classroom - you will still get a great workout in this session!

If you have been practising Pilates for a while and feel ready to jump right into group classes, we recommend starting with Matwork, ROM or Reformer. While all of our classes are suitable for most levels, these classes are generally more adaptable. Our talented instructors will guide you through the class with some extra help and provide modifications if needed.

NOTE: Our Control class uses more advanced apparatus, and we recommend having a few Reform classes under your belt before that one.

INJURIES?

If you have injuries or are in rehabilitation, please contact us first so we can ensure all classes you attend are appropriate for your body and goals. We know you care a lot about your health (that's why you're here) and so do we.
We will guide you to the right service(s) to ensure you get the best outcome for you. Just like breaking in a new pair of sneakers, it will take a few classes to get used to your new routine.
Patience, dedication, and commitment towards your practice will take you further!

Q: HOW DO I BOOK?

You can book all services at Rig on either your Desktop or on our app, available on Android and Apple. Either option is straightforward and, once you create an account and login, please follow the prompts to book your class.

• Desktop Computer: https://momence.com/u/rig-pilates-DNPQYN

• Apple App: https://apps.apple.com/app/rig-pilates/id6461724441

• Android App: https://play.google.com/store/apps/details?id=com.ribbon.rigpilates

Q: I WANT TO COME OFTEN - DO YOU OFFER PACKS OR MEMBERSHIPS?

Yes we do! If you are a new client, prior to booking a membership or pack, we suggest starting with one of our Introductory Offers. If you head to any of our Pricing pages in the main menu, you can see your options.

If you got your start with us doing Clinical Pilates or Treatments, don't worry - you still count as a newbie for group classes, so you too can book these offers before transitioning into group classes.

All our memberships are no lock-in contracts - meaning you can stay for a month or stay for years!

GENERAL

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Q: WHAT IS YOUR CANCELLATION & NO-SHOW POLICY?

We understand that sometimes life gets busy and you may be unable to attend a booked class. If this happens, please cancel your reservation by logging into your account and removing yourself from the class or appointment.

Cancellation Windows:

• Group classes = 12 hours

• Appointments (Clinical Pilates, Myo, FST) = 24 hours

We are a small studio, so please be mindful of waitlisted clients, and cancel your class as early as possible if you are unable to attend.

**Cancellation & No-Show Fees**

Cancellations made outside these time windows will be deemed a Late Cancellation. If you fail to Late Cancel and do not show up, then it is deemed a No Show.

A Late Cancellation / No Show has different effect based on the package or service you have booked:

• Group class Casual or Package = Loss of the class or appointment credit

• Monthly Membership = $10 fee for Late Cancellation; $15 fee for No-Show

• Rig Starter / 2-Week Trials = $10 fee for Late Cancellation; $15 fee for No-Show

• Myotherapy, FST, and Clinical Pilates Appointments = Full payment of services

Q: HOW DOES THE WAITLIST WORK?

When a class is full you can join the waitlist and be notified via email and/or text message when you have been added to the class. Please respond to the email or text with YES or NO.

If you do not reply, the system will automatically offer the spot to the next in line so it is imperative you tick YES if you want to come.

Q: WHERE CAN I PARK?

There is street parking available on Brown Street and the surrounding area. Parking is payable (8am – 6pm) – free parking over the weekend. Free parking at the end of Victory Terrace, 2 minute walk.

As with anywhere in the city, please don't leave valuables in your car. We recommend coming in at least 5 minutes prior to your class or appointment so you have plenty of time to park and get organised before starting.

Q: DO I NEED TO SIGN A HEALTH WAIVER?

Yes. When you book in your first class you will receive an email with some essential information including the Health Waiver.

Completing the Health Waiver is a PREREQUISITE to your first class. It will only take you a couple of minutes and we highly recommend doing it in advance (so you aren't rushed when arriving for class).
NOTE: If you don't receive the waiver, please email us hello@rigpilates.com.au.

Q: WHAT IS YOUR PAYMENT POLICY?

Due to limited reformers and apparatus, and the precious and valuable time of our instructors, we are unable to accept unpaid reservations. All bookings are to be made online through our booking site. If you are unable to book online, you may also call us and pay over the phone, or alternatively drop by the studio to pay cash or card.

Q: WHAT SHOULD I BRING?

We recommend wearing form-fitting clothing, eg. fitted singlet, full-length tights.
Although you do not need to cover your body with clothing, sometimes it helps. Layers are best.

Socks are COMPULSORY and can be purchased from our retail store if you forget. We highly recommend grip socks for their added traction, but regular socks will suffice.

Water bottles and a sweat towel are recommended also. We provide all the equipment, including mats, gloves, and any other accessories you may need.

MEMBERSHIPS

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Q: I’M GOING ON A HOLIDAY - CAN I SUSPEND MY MEMBERSHIP?

No, unless you are taking us with you! Jokes - you can definitely pause your Membership for a bit.

We allow suspensions for up to eight (8) weeks total per calendar year. The minimum suspension term is one (1) week, and maximum is eight (8) weeks. There is a $10 admin fee for suspensions.

We need 10 days written notice to process the suspension. Please email us hello@rigpilates.com.au (and then send us holiday photos!)

For injuries or other extenuating personal circumstances, please email us directly.

Q: HOW CAN I CANCEL MY MEMBERSHIP?

We miss you already! But we know things happen which is why our Memberships are no lock-in contracts. If you need to cancel please let us know by sending an email to hello@rigpilates.com.au.

If you are on a Group MINI or MAX Membership, no notice is needed to cancel. We just recommend doing it prior to your debit date.

For our OG Members, we require 10 days written notice prior to the payment due date.

Q: HOW FAR IN ADVANCE CAN I BOOK MY CLASSES?

Clients on autopay can book 60 days in advance, using their credits or as unpaid reservations.

Q: WHAT HAPPENS IF I GO OVER MY MONTHLY ALLOCATION?

It sometimes happens you go over your monthly allocation, if so happens, we have made a special pricing option that will automatically reconcile your unpaid reservations at $15 per class (60% off full price).

This is for clients who are on memberships with limited classes - Group MINI/OG Group MINI memberships.

NOTE: It is up to you to self-audit your membership, to avoid overbooking. If unsure how to self-audit, feel free to ask someone from the team (or send us an email).