Studio Policies
Bookings
All classes or private sessions must be booked online in advance via our Momence platform. Walk-ins are not permitted. No refunds/exchanges/transfers can be made once packages or purchases expire.
Studio Communications
Clients must agree to receive electronic communication from Palma Pilates so that we can inform about schedule changes, account updates, and more.
Reservations & Payment
All clients are required to have a Momence account and valid credit card on file to confirm reservations for classes and private sessions. Payment information should be up-to-date at least 24-hours prior to your appointment. Failure to provide payment or a working card on file will result in a cancellation of your reservation. Palma Pilates is a cashless operation, therefore cash purchases are not available.
Waitlist
All clients can sign up to be on the waitlist of a full class. To use our waitlist, please confirm that your phone number is up-to-date within your Momence account and turn on email/text alerts. Class openings may become available up to 1 hour before the class begins, and you will be automatically added. You must remove yourself from the waitlist or cancel if you do not wish to attend, and our cancellation policy will apply. If you do not get into the class off the waitlist, your account will be refunded so that you can use your package for future classes.
Cancellation Policy
Palma Pilates enforces a 12-hour cancellation policy for group classes and 24-hour cancellation policy for private sessions. Any cancellation of a scheduled session or class made without 12-hour prior notice for classes and 24-hour prior notice for private sessions will result in a cancellation fee equal to the cost of the session or class. Cancellations should be made via the Momence platform, rather than by emailing or calling the studio.
Cancellation due to Illness: At Palma Pilates, we want to ensure the health and safety of all our clients. If you are feeling unwell, we ask that you cancel via your Momence account and send an email to the studio at ciao@palmapilates.com, so that we can accommodate your request.
Tardiness Policy
No client will be admitted to a group class 5 min after the start time. The full price of the class will remain valid during this grace period. Clients who do not arrive within this grace period forfeit their reservation and are charged in full. For privates, if the studio has not heard from you 20 minutes after your session start time, it will be considered a late cancellation, and your instructor may leave.
Substitutions
Palma Pilates reserves the right to provide a substitute instructor for all classes without prior notice.
Pregnant Clients
After the first trimester, pregnant clients may only participate in prenatal and private sessions.
Minors
All students must be 18 years or older to participate in privates or group sessions at Palma Pilates.
What to expect at Palma Pilates Classes
All classes and privates must be booked in advance via Momence and sign our student waiver before participating in a session at Palma Pilates. Students must wear grip socks in order to maintain hygiene and safety while using our reformers. If a client does not have grip socks, you will be required to purchase them at the studio for $20. We are a cashless business, so your instructor will help you purchase your grip socks via your Momence account. Once Palma Pilates grip socks are worn, they are unable to be returned.
All students should arrive at least 5 minutes prior to the start of class to ensure smooth check-in. Doors close 5 minutes post-class start time. Personal belongings should be placed on the coat hooks or within the client cubbies, so as to ensure the safety of other clients and our instructors. Please turn your phones on silent, so as to not distract others from a productive session. Any piece of equipment that you engage with while in class must be wiped down with the studio provided spray bottles and wipes.
Palma Pilates has a zero-tolerance policy for hate speech, discrimination or harassment.
Recording your practice
At Palma Pilates, we do permit students to record themselves, if these guidelines are followed:
Please ask your instructor for permission before recording. It is up to the discretion of the instructor to permit recording
If other students appear in your video, ask permission from those students to use the video in social media. If the other students decline, we ask that you respect their wishes and refrain from posting.
