Using the new app - member guide!

We've had a few queries in regards to the new app and have also noticed that several people are booking more than their allocated classes per month - please read the below FAQs and let us know if you have any questions.  We know there are a few quirks with the new app and things it does that the other app didn't and vice versa - unfortunately this is the case for all software. (3 booking systems in - unfortunately I know this is the case!!!)

I can't see how many classes I have left in my membership each month?

Once you have booked your monthly allocation, your membership on the app under Profile --> Passes will disappear completely from the 'Active section'. If you cancel a class it will re-appear and say 1/XX remaining.

NOTE - if you put yourself on a waitlist and you are accepted into the class - it is up to you to cancel one of your other classes if you do not want to overbook for the month as the system is not intelligent enough to know that you've booked and cancelled classes. 

Mobile app profile page showing user "Libby Teale" with tabs for schedule, passes, and wallet. Active pass: "Yellow Spring" with 4 classes remaining. Inactive pass: "3 classes Hapana migration" expired. Bottom navigation includes Home, Book, Buy, Profile, and More icons.

Why have I been charged for an extra class/es?

As per our Terms and Conditions if you book over your allocated classes for your membership level - you will be charged for those additional classes at your membership rate (not the drop-in rate of $39). We will be reviewing the unpaid classes every week moving forward. If you find that you are constantly overbooking - please speak to us about upgrading your membership level. 

Why can I overbook? 

MindBody allows you to overbook  because we know our clients are busy with demanding schedules and not every week is the same with work and family commitments. We know you like to plan and book their classes ahead of time so we've opened bookings to 30 days in advance - but also have some flexibility on how you use your classes.

The alternative to this is to open up bookings 1 week in advance and allocate your classes weekly which doesn't give you flexibility with the rest of the commitments in your life. eg. You are on a yellow spring membership (4 classes every 4 weeks) you would be allocated one class a week and you would be unable to do 2 classes in a given week or if you didn’t use a class in a given week - you would lose it.

How do I know if I've overbooked? 

  1. Look at the date you were charged for your membership under 'Profile->Wallet' (this is day 1 of 28)

  2. Look at your scheduled and previous classes under 'Profile --> Schedule' and count the number of bookings you have within that 28 day period. 

  3. Cancel or add according to the number and be mindful of when you're on the waitlist

Mobile app screenshot displaying a digital profile wallet with sections for schedule, passes, and wallet. The image shows a Visa card added with sensitive details obscured. Below, there's an "Add a Card" button and a purchase history listing items such as "Yellow Spring 4 classes every 4 weeks" for $117.27 and gift cards with varied amounts purchased on specific dates. The interface includes navigation icons for Home, Book, Buy, Profile, and More.
Mobile app profile screen for a user named Libby Teale showing Pilates class schedule, including upcoming and previous sessions.

A reminder about our waitlist policy: 

  • It is up to you to manage your position on the waitlist. If you can no longer attend your session - please cancel out ASAP. 

  • You can be added to a class (should a spot become available) up to 2 hours before the start of the class - including early morning classes. If you do not attend and you've been added to the class - you will lose the class credit. 

    •  Depending on your notification preferences you will be notified by email and or SMS. If you are not receiving class reminders via SMS and would like to - please email us and request to be opted in for  'Reminders and schedule changes via SMS' (note this is not for marketing purposes).  

Membership Holds - How do they work? 

Pause when you need, return when you’re ready.

  • When you place your Love Pilates membership on hold, your billing cycle simply shifts forward by the number of days your membership is paused. If you put your membership on hold for two weeks, your renewal date will move forward by two weeks as well. This ensures you don’t lose any of the time you’ve paid for.

  • Any unused classes from the cycle before your hold will automatically carry over, so you’ll still have access to them once your membership reactivates. This way, you can pause with peace of mind knowing your classes and membership value are waiting for you when you return.

  • For example: if your membership cycle is 28 days and you head off on holiday for 10 days, your cycle will be extended by those 10 days. This means your next billing date will be pushed back too — in this case by 10 days — making that cycle a total of 38 days.

  • Clients can get caught out with how many classes they have remaining when they come off hold. We recommend logging into the website or Love Pilates App on the date you come off hold to check how many classes you have left as well as your amended expiry date (this will not change until the suspension has lifted).

    Membership Hold Request form