Once the door is closed the class has officially started. We do not allow anyone into the studio past this point.
If you are faced with a late arriving client please be firm but fair and refer to this policy if unsure:
"Due to health and safety for yourself and others we cannot allow you into class as you will not be insured should you have an accident. It is communicated across the website and emails to arrival at least 5-10 minutes before the class starts so unfortunately, I cannot allow you into this class”
If “first-time” clients miss the induction with the trainer, they will not be permitted into the studio. No exceptions.
This will inevitably be frustrating for the client, so take a breath and allow them to be in their feels, but commit to the process. We of course want the client to leave with a solution; this is what you can do for them…
CLASSPASS | Book them in for the next class (check them in for the class they missed and hold them a spot in the next class, we can also check them into the missed class so they don't receive a no show fee)
DIRECT CLIENT | Give you your class back so you don't lose the credit and they can reschedule at their leisure. (We must cancel via zingfit or they will lose the credit.)
Any class cancelled with <12hr notice is considered a “LATE CANCELLATION” and the class is used from their series.
Direct Sweat IT clients can late cancel their class ONCE A MONTH. Make sure you always add this to their BOOKER NOTES so that we can monitor this.
Direct Sweat IT client can always change to a different time on the same day, providing there is available spots in the other class.
NEVER cancel a CLASSPASS booking, even if you are trying to move them class. If you aren't 100% sure ask a team member or manager.
If a class is full, clients can add themselves onto the waitlist in case a spot becomes available. Up to 12hrs before the class, the booking system automatically adds the waitlisted client into the class and sends them an email notification.
In the case of a walk-in client on a full class, add them to the waitlist; spots can be allocated 5 minutes prior to the class started.