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. 

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

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).