Studio Policies

Cancellation Policy

We understand that plans can change and things come up and you may need to cancel a Class or Practice Session booking. All members and purchasers of Class Passes and Practice Sessions are required to cancel their bookings through either:

  • Their Mindbody Account

  •   T’s Pole and Fitness App

Please note that these are the preferred methods. If you notify us via email, text message or our social media, the cancellation is only registered once you receive a response from us.

Cancellation Windows

  • Bookings cancelled up to 8 hours prior to booking start time - (Early Cancel)

  • Bookings cancelled within 8 hours of booking start time - (Late Cancel)

  • Unlimited Gold - Bookings cancelled within 6 hours of booking start time – Penalty can apply

Early Cancellations

In the event of an ‘Early Cancellation,’ the Class Pass or Practice Session used to book the session is classified as unused and can be used to book another session.

Cancelled Classes

In the instance where we cancel a class, we will notify you in writing of the cancellation, and the Class Pass or Practice Session credit used to book the session will be classified as unused.

Late Cancellations

In the event of a ‘Late Cancellation,’ the Class Pass or Practice Session used to book the session will be classified as used. This applies if the session pass is part of a weekly membership or purchased as an individual or pack of Class Passes/Practice Sessions.

No Shows

A no-show is when a booking has been made to a Practice Session or class and the member or purchaser does not attend and provides no notice. We understand that emergencies happen, however please be mindful that no-shows impact other students and our team, so please provide notice where possible. For members on Level 1, 2 and 3 memberships, or purchasers of individual or packs, the Class Pass or Practice Session credit used to book the session is classified as used.

Unlimited Gold

Members on Unlimited Gold memberships who cancel bookings within 6 hours of booking start time or no-show can incur a penalty at the discretion of management. The penalties incurred are dependent on the frequency of cancellations and may increase if the frequency is not reduced. Members will be provided notice from management in writing prior to any penalties being applied. These may include:

  • Booking Window Reduction - ability to book sessions 2 weeks ahead of session may be reduced by 1-7 days.

  • Requirement of Confirmation – If sessions are waitlisted or at capacity, you may be required to provide confirmation of your intention to attend to management on the day of the session. Failure to do so will result in your booking being cancelled.

  • Waitlisted Class Restrictions – If classes are waitlisted, you may be put onto the waitlist and your spot be exchanged for a waitlisted member.

  • $10 fee per session.

Suspension Guidelines

In the instance where we cancel a class, we will notify you in writing of the cancellation, and the Class Pass or Practice Session credit used to book the session will be classified as unused.

  • Membership payments are suspended.

  • Countdown of unused class passes pauses

  • Ability to attend sessions or used banked passes/credits are suspended.

Duration

Suspension can be placed on accounts for a minimum of 2 weeks.

The maximum time an account can be suspended over a 12-month period is 6 fortnights.

To Suspend

  • You must notify the Company in writing 2 weeks prior to the start date of the suspension.

  • You cannot have any outstanding fees to pay.

Extending an Existing Suspension

An extension of a suspension can be requested during an active suspension; however, 2 weeks’ notice must be provided in writing.

  • The total suspended duration cannot exceed the maximum limit outlined above

If less than 2 weeks’ notice is provided, the suspension cannot be extended, instead another suspension request must be made.

  • If notice is provided 13-8 days prior to the suspension ending, the additional suspension will take effect after the next scheduled billing.

  • If notice is provided 7-0 days prior to the suspension ending, the additional suspension will take effect after the second scheduled billing period.

Medical Exemptions

  • If a membership suspension is requested due to a medical condition or injury, a medical certificate can be provided to waive the required 2 week notice period. In this instance, the membership will be suspended following the current weeks billing period. Your suspension will be active from the following billing period

  • A request can be made for an exemption to the maximum allowable suspension limit due to a medical condition or injury; however, approval of an exemption is at the discretion of management.

    • For a maximum suspension duration exemption request, a medical certificate must be provided.

    • In the instance of an approved exemption, the suspension extension is based on the duration outlined in the medical certificate.

    • If a suspension extension is requested due to a medical condition or injury, a medical certificate must be provided.

Termination Guidelines

We totally understand that things change, or maybe we’re not the right fit for you, and that’s okay!

  • If you wish to cancel your membership, you must provide a minimum of 2 weeks written notice to hello@tspoleandfitness.com.au

  • Banked class passes expire at the end of your membership

  • Outstanding fees must be paid prior to the termination of your membership

Class and Practice Session Banking

Memberships

We prioritise flexibility, so we have a generous banking system on our weekly memberships, so you can fit pole into your schedule:

  • Class Passes Bank for 60 days

  • Practice Sessions Bank for 60 days

The time limit till expiry of banked sessions pauses during a membership suspension, but otherwise cannot be altered.

Purchases of Class Passes and Practice Sessions

If you purchase Class Passes or Practice Sessions outside of a membership, these are active on your account for 60 days.

Upgrading and Downgrading your Membership Level

Upgrading

You can upgrade or downgrade your membership level at any time during your membership. Just notify us in writing that you would like to upgrade or downgrade. Please provide at least 4 business days’ notice so we can set it up!

Downgrading

  • Unlimited Class Passes and Practice Sessions do not carry over after a downgrade.

  • Banked Class Passes and Practice Sessions carry over

Upgrading/Downgrading Agreement

By upgrading or downgrading your membership, you acknowledge and agree to:

  • T’s Pole and Fitness changing your membership contract to the upgraded or downgraded level you have requested, and that your future membership auto-payments will be for the increased or decreased amount of the membership level you have selected.

  • You give permission for T’s Pole and Fitness to make changes to your scheduled payments and process the increased or decreased amount via the payment option you have on your account.

  • Unless specified otherwise, the upgraded membership will be set up to align with your current autopayment schedule. E.g. If your current autopay schedule is set to Monday, the upgrade will also be set up for Monday.

  • Your upgrade will take place on your next pay cycle unless requested otherwise.

  • Your new membership will remain in-place unless you cancel, downgrade or upgrade.

  • Upgrading or downgrading your membership refreshes the remaining amount of scheduled autopayments on your account to 12 months.

  • T’s Pole and Fitness making changes to your account and membership.

Studio Rules and Etiquette Agreement

By attending sessions at our studio, you agree to adhere to the following guidelines:

Studio Use

  • Only work on what you’ve been show in class. Don’t teach yourself the trick you saw on Instagram without an instructor.

  • Follow reasonable instructions provided by our team.

  • Notify your instructor if you have an injury or condition, and accept any variations or adjustments they provide.

  • Do not engage in any activities outside of your ability.

  • Do not teach your fellow students.

  • No rings or jewellery on the poles.

  • Only use studio approved grip aids

  • Avoid moisturising on days you’re attending sessions at the studio.

  • Always make sure to wipe down your pole and studio equipment used.

  • Return any equipment used to the right place.

  • Our studio is a shared space, please keep your items together and dispose of any trash.

  • Always warm up at the start of your sessions – group warm ups are welcome to everyone, even if you’re doing a practice session.

  • Students are not to touch the Pole X locks. If you need a pole changed to or from static, ask a member of our team.

  • Be kind and courteous to other members of our studio.

  • If you spill anything or notice a hazard, please notify a member of our team immediately.

  • In the event of needing first aid for yourself or another, seek out one of our team members immediately.

  • Notify our team immediately in the event of an incident or emergency.

  • Your payments are up to date.

  • Team members reserve the right to refuse or revoke access to anyone in breach of these guidelines or their agreement.

  • Please quietly notify a member of our team if you see studio policies being broken.

  • Only use studio equipment and the studio as intended.

Code of Conduct

  • No abusive, offensive, discriminatory or threatening language or behaviour while at the studio.

  •  Do not provide criticism or comment to another student about their abilities or progression.

  • Do not provide criticism or comment to another student about another student.

  • Notify an instructor if you believe a student is not following the guidelines or studio rules and policies. Do not address this yourself.

  • Do not attend the studio under the influence of drugs or alcohol.

  • Always be kind to other members of our community.

  • If there is an issue between yourself and another member of the studio, please discuss this with management so we can work towards a resolution.

  • Be mindful of other people in the studio. Do not disrupt other classes outside of emergency situations.

  • During practice sessions, keep to your pole and the area around it. Do not interfere with other students practicing and be mindful of noise.

  • Formal complaints must be communicated in writing to management.

  • If a mediation meeting with management has occurred, adhere to the guidelines and action plans outlined and agreed upon.

Guests

  • Guests may only attend the studio if you obtain permission from our team, or if they’re attending designated events hosted at the studio where guest access is permitted.

  • You are responsible for your guest’s behaviour. They are expected to behave in accordance with our code of conduct and studio rules.

  • Our team reserves the right to revoke or ban a guest’s access to the studio if their behaviour is not in line with our policies.

  • Guests are not to use studio equipment or poles under any circumstances.

Communication Guidelines

For all matters relating to account management, these must be communicated in writing to one of the following:

Please be aware of the relevant notice periods, and while we try to get back to you as soon as possible, please allow for up to 2 business days for a response.

Administration days – Monday - Friday