STUDIO POLICIES

Core Burn Pilates strives to create an empowering, inclusive, and safe class environment for our clients and staff. We ask all clients to abide by the following in-studio policies. These policies apply to all Core Burn Pilates Studios, unless explicitly noted otherwise.

  • In order to provide an enjoyable and safe experience for all clients, we request the following studio etiquette at all of our locations:

    • Equipment and Studio Cleaning: After each session, we request that you clean the reformers and any other equipment or props you have used. Disinfectant wipes or sprays will be provided for this purpose. Cleaning the equipment helps maintain hygiene and ensures a pleasant experience for the next client.

    • Mindful Conversations: To maintain a peaceful and focused atmosphere, we kindly ask that you keep conversations in common areas and outside the studio space to a minimum. This ensures that everyone can fully engage in their Pilates practice without distractions.

    • Personal Belongings: Store your personal belongings in designated areas provided by the studio. We recommend leaving valuable items at home or securing them in lockers, if available. The studio is not responsible for any lost or stolen items.

    • Personal Hygiene: Please come to the studio with good personal hygiene. We encourage you to be clean and odor-free before attending classes. Additionally, wearing clean and comfortable workout attire is appreciated.

    • Punctuality: Please arrive at least 5 minutes before your scheduled class or session. Arriving on time allows for a smooth check-in process, proper setup, and minimizes disruptions to the class and fellow clients.

    • Respect for Studio Space: Show respect for the studio space by treating all equipment, props, and furnishings with care. Avoid placing personal belongings on the reformers or other equipment. Utilize designated storage areas for personal items.

    • Respect for Core Pilates Staff and Fellow Classmates: We believe in creating a space that is welcoming for everyone. We expect our clients to contribute to this welcoming environment. Core Burn Pilates reserves the right to dismiss clients who are disrespectful to our team and/or clients.

    • Shoe-Free Environment: Upon entering the studio, we kindly ask that you remove your shoes and place them in the designated shoe storage area. This helps maintain cleanliness and prevents outside dirt and debris from being brought into the studio space.

  • We ask all clients — existing and new — to arrive at the studio prior to the scheduled start time to avoid unnecessary class disruptions.

    • Arrival Time for Current Clients: We kindly request that clients arrive at least 5 minutes prior to the scheduled start time of the class. This allows for adequate time to check-in, although we allow a 5-minute grace period for our current and existing clients.

    • New Client Arrival Time: New clients are required to arrive between 5 to 10 minutes before the scheduled class start time. This time frame allows new clients to complete necessary liability forms before joining the session. New clients will not be allowed to enter the class once it has started, as we require them to fill out liability forms before joining the session.

    Zero Tolerance for Late Arrivals: To maintain the integrity of the class and minimize disruptions, we have a zero-tolerance policy for late arrivals.

    • Current clients who arrive more than 5 minutes after the class has started will be turned away and will not be permitted to join the session.

    • New clients who do not arrive before the start of class will be turned away and will not be permitted to join the session.

    • Forfeited Session: Late arrivals will result in the forfeiture of the scheduled session. We prioritize the punctuality of our classes to ensure the best experience for all participants.

    • Late Cancellation Charges: In the event of a late arrival or failure to attend the class, the session will be deducted from the client's package or an applicable late cancellation fee of $20 will be charged. This helps cover the costs associated with the reserved space and the instructor's time.

    We strongly encourage all clients to plan their travel and schedule carefully to allow for unforeseen circumstances and avoid the disappointment of forfeiting their session or incurring additional charges.

  • All participants attending classes at all Core Burn Pilates Studios are required to wear grip socks throughout the duration of the class. This policy applies to both group and private sessions.

    Grip socks are essential to provide enhanced safety and stability during Pilates exercises. The specialized grips on the soles of the socks help prevent slipping on the equipment—minimizing the risk of accidents and injuries. In the event you forget your grip socks, please inquire with the front desk where they are available for purchase.

    For your safety and the safety of others, Core Burn Pilates reserves the right to refuse class entry if grip socks are not worn.

  • Pilates is a welcoming exercise method and we have thoughtfully designed different class options to cater to various levels. Please consult your specific studio as the experience policies may vary.

    We recommend that all clients, regardless of experience, participate in three private sessions. These sessions ensure that you are introduced to the fundamental principles and correct form of Pilates, setting a strong foundation for your practice. Our instructors are skilled in providing modifications and variations to accommodate everyone's needs.

    Please read the class descriptions carefully before enrolling in a class and consider scheduling your private sessions for an optimal Pilates experience.

  • Refrain from Phone Usage During Class: To keep our instructors and clients safe, we do not allow phone usage during class or in the session space, as it can be disruptive and distracting to the instructor and fellow clients. Keeping your phone out of sight and on silent mode helps maintain a tranquil atmosphere and enhances the quality of the session.

    Silence Phones Before Entering the Studio: We ask that you please silence your phone before entering the studio space. This helps prevent disruptions during class sessions and allows everyone to fully immerse themselves in their Pilates practice.

    Studio Handling of Ringing Phones: In the event that your phone rings during class, our studio staff will promptly and discreetly silence it for you to minimize disruption.

    Taking Phone Calls Outside the Studio: If you need to take a phone call, we kindly request that you step outside the studio to do so. Calls taken inside the studio will be asked by staff to be taken outside.

    We understand that emergencies or urgent matters may arise, and we aim to handle such situations with sensitivity while ensuring minimal impact on the class environment.

  • We prioritize the safety and well-being of our prenatal and postnatal clients. To ensure a supportive and comfortable experience, we have implemented the following policies:

    • Prenatal Clients: For your safety and to maintain the flow of our classes, we kindly request that prenatal clients transition to private sessions once they reach 20 weeks of pregnancy. Private sessions allow our instructors to provide tailored exercises and modifications that cater to your specific needs during this unique stage. This transition ensures a personalized and safe Pilates practice that aligns with the changing demands of your pregnancy.

    • Newly Postpartum Clients: If you are a newly postpartum client, we request that you kindly contact the front desk before joining a group class. This allows us to have a conversation with you regarding your postpartum recovery, any specific concerns, and to determine the appropriate class or session type that best suits your needs. We aim to provide a supportive and nurturing environment as you ease back into your Pilates practice after childbirth.

    Open Communication: We encourage open communication between our instructors and prenatal/postnatal clients. Please feel free to share any relevant information, concerns, or limitations related to your pregnancy or postpartum recovery. This allows us to better support you and tailor the exercises to your individual needs.

    Modifications and Rest Breaks: Our instructors are trained to provide appropriate modifications and rest breaks for prenatal and postnatal clients. We prioritize your comfort and safety throughout the class, ensuring that the exercises are suitable for your stage of pregnancy or postpartum recovery. Please communicate any discomfort or need for modifications during the class.

    Medical Clearance: Prior to participating in Pilates classes during pregnancy or in the early postpartum period, we recommend consulting with your healthcare provider to obtain medical clearance. This ensures that you are ready and safe to engage in physical exercise.

  • To maintain a safe and effective training environment, our age policy for group classes is as follows:

    • Ages 16 and up: May participate in group Pilates classes if they have prior Pilates experience.

    • Ages 16 (with no previous Pilates experience) and under: Must take private sessions before being welcomed into group classes.

    Policy is applicable to our Greenwich, CT studio.

    • Clients under the age of 16 are not permitted in open group classes. To arrange a session for a student under the age of 16 please contact the studio directly.

    • Clients under the age of 16 must be accompanied by an adult on premise.

CLASS & SESSION
RESERVATIONS POLICIES

Core Burn Pilates aims to Pilates sessions that are accessible and available to all of our clients. We have implemented the following booking, cancellation, and scheduling policies to ensure we respect the time of our clients and staff.

  • We kindly ask that any changes or cancellations be made 24 hours prior to your scheduled appointment. We are holding the time for you and turning away others. We appreciate your understanding.

    • Associated Fee: Failure to cancel or modify your appointment within the 24-hour window will result in the forfeiture of the scheduled session out of your package or may be subject to a $20 late cancellation fee and potential rebooking fee. These fees help cover the costs associated with the reserved space and the instructor's time.

    Additional Client Cancellation Policies:

    • COVID-19: Due to new CDC guidelines, we will no longer be extending courtesy early cancels due to COVID.

    • Inclement Weather: If there is inclement weather in the forecast and you will not be able to attend your session due to a potential school closure or delay, please cancel your session within 24 hours of your appointment. Please kindly note that we do not operate according to local school closures, delays, etc.

    • Retroactive Claims: We do not accept retroactive claims are not accepted. Examples include but are not limited to: “I missed my class two days ago” , “My package expired last week”, “I didn’t like that class”, etc.

  • Please note: Rebooking Fee is subject to our Sutton Place and 79th Street studios only.

    For 79th Street only a Same Day Reschedule + Late Cancellation Fee ($30) will apply for classes changed less than two hours before the start of the original class time, applicable to the 30 DAYS (Auto-Renew) only. 

    A rebooking fee of $10 will be applied to any participant who changes their scheduled appointment within 24 hours of the class start time. This fee aims to cover administrative costs associated with rescheduling and to uphold the fairness of class availability. The rebooking fee applies to any changes made to a scheduled appointment within the 24 hours leading up to the class start time. Changes made before this window will not incur the rebooking fee.

    • Booking Platform and Communication: Participants are encouraged to make necessary changes to their appointments as early as possible to avoid the rebooking fee. Changes can be made through our designated booking platform, Momence, or by contacting our studio directly.

    • Transparency and Notification: The rebooking fee policy will be transparently communicated to all participants during the booking process. Participants will receive a reminder of the policy when they attempt to make changes within the 24-hour window.

    Effective Date: The rebooking fee policy will be effective from January 2023 onwards. All changes made to appointments scheduled on or after this date and within the 24-hour window will be subject to the rebooking fee.

  • All participants are required to reserve and pay for their class slots in advance of their session through our online booking system, Momence. This policy ensures proper class preparation and an efficient scheduling process. Without reconciling outstanding payments, you will not be admitted into the class or session.

    Further, Core Burn Pilates Studios reserves the right to change a class's instructor at any time without notice. At times there are unforeseen circumstances that arise and our goal is to have the classes run if at all possible.

  • Private sessions must be booked and paid for prior. Without reconciling outstanding payments, you will not be admitted into the session.

    Private sessions can typically be reserved up to 24 hours before the scheduled session, subject to instructor availability. This advanced notice allows us to accommodate your preferences and provide the best experience possible. Please note that some studios may have availability for bookings with less than 24-hour notice. We recommend contacting your specific studio for their policy on last-minute reservations.

    If two or more weekly recurring private sessions are missed within a one-month period, the time slot may be released.

  • Select studios and classes offer waitlists. If a class is full, you can select to join the waitlist through our booking platform, Momence. You must have an available class credit to be added to the waitlist. If you do not get into the class off the waitlist, the credit or monies paid will go back onto your account.

    When you join the waitlist, you will receive an email confirming your spot on the waitlist. The waitlist is awarded on a first-come, first-serve basis. If a spot becomes available, you will be added to the class. You will receive an email confirming your spot. 

    If you can no longer join the class, we recommend you take yourself off of the waitlist.

    • If you are added to the class with less than 24-hours before the class and can no longer attend, please contact the studio immediately.

    • If you are added to the class more than 24-hours before the class, our standard cancellation policy applies.

  • Kindly note that in order for a group class to be held, it must have a minimum of three participants. This policy helps ensure the best possible experience for participants, provide appropriate instructor attention, and maintain the viability of our classes.

    If you are enrolled in a class that does not meet the three-person minimum, promptly contact the studio to discuss alternative options. We understand the importance of offering a fulfilling experience, and we provide the following choices:

    • Move to a Different Class: Based on open availability, you have the option to move to a different group class on the same day. This allows you to still benefit from the group atmosphere and maintain your scheduled Pilates session.

    • Private Session with Group Class Instructor: You may choose to keep the same class time as a private session with the group class instructor. This provides you with tailored one-on-one focus and attention, ensuring a personalized and customized Pilates experience. Please note that fees may apply for the private session.

    • Early Cancellation with No Charge: If none of the above options are suitable for you, you have the choice to early cancel the appointment with no charge. We understand that circumstances may arise that prevent you from participating in a different group class, and we want to provide flexibility in managing your schedule.

  • Core Burn Pilates Studios reserves the right to cancel a class at any time, for any reason — even within the 24-hour window before the scheduled class time — or without notice due to unforeseen circumstances. These circumstances may include but are not limited to: instructor needs, illness, emergencies, or maintaining the group class minimum requirement for an optimal experience for all participants.

    Core Burn Pilates makes every effort to avoid cancellations and to provide advance notice of any class cancellations. In the event of a class cancellation, participants will be notified promptly via email or phone. If a class is canceled by the studio, no cancellation fee will be charged to participants.

PURCHASES &
REFUNDS POLICIES

We understand that life can be unpredictable and strive to provide equitable, fair, and transparent policies regarding all package expirations, purchases, and refunds to ensure a positive and seamless transactional experience for all clients.

  • All classes and sessions must be paid for in advance before they occur. We aim to streamline the check-in process and provide a seamless experience for all clients. Without reconciling outstanding payments, you will not be admitted into the class or session.

    • Accepted Forms of Payment: Our studios accept cash, checks, and major credit cards, including American Express, Discover, MasterCard, and Visa.

    • Cash Transactions Limit: Please note that for security and operational reasons, certain studios are unable to accept cash transactions exceeding $300. We kindly request that alternative payment methods, such as checks or credit cards, be used for amounts exceeding this limit.

    • Checks: If you prefer paying by check, please make it payable to CORE BURN STUDIOS. Please ensure the check is filled out accurately and signed before submitting it as payment. In the event of a returned or bounced check, a $50 fee will be applied to cover administrative costs.

    • Payment Receipts: Upon making a payment, you will receive a confirmation of the transaction. Please retain this confirmation for your records.

    • Reconciling Payment: In the event that a client has not reconciled payment after a session has occurred, we reserve the right to charge the client for the outstanding balance. This charge will be applied to the client's preferred payment method on file or through an alternative arrangement agreed upon between the client and the studio.

    We encourage timely payment to avoid any disruption to your Pilates practice. If there are exceptional circumstances that may cause a delay in payment, we kindly ask that you communicate with our studio staff as soon as possible to make alternative arrangements.

  • We do not offer refunds on expired class packages. We understand that situations beyond your control may arise, but our class packages are priced and structured with the expiration dates in mind to ensure fair and equitable access to our services for all clients. Please note, all class packages offered at our studio have different expiration dates. We kindly request that you review the expiration date of your package upon purchase and plan your classes accordingly.

    While we cannot offer refunds on expired class packages, we are committed to supporting you in finding alternative solutions. If unforeseen circumstances arise that prevent you from utilizing your classes before the expiration date, we encourage you to reach out to our studio staff. We will do our best to work with you and explore the best possible solution within the confines of our policies.

  • We do not offer refunds on purchased packages. Once a package is purchased, individual studios may not be able to issue a refund for any reason. We do not issue refunds for any packages or classes once they have been attended. This policy applies to all circumstances, regardless of the reason for the refund request.

    By purchasing our packages or attending our classes, you acknowledge and agree to abide by this no-refund policy.

    While we understand that unexpected situations can arise, we maintain a strict no-refund policy to maintain consistency and fairness for everyone. We appreciate your understanding and continued support of Core Burn Studios. Thank you for being a valued part of our community.

  • We strive to provide our customers with a seamless purchase experience. We accept retail returns within 30 days from the date of purchase if the return is deemed eligible. After this period, we may not be able to process a refund, unless the item is covered under a manufacturer's warranty or falls within certain exceptional circumstances. Please see our policies on eligibility and refund for more information on retail returns:

    REFUND ELIGIBILITY

    • Proof of Purchase: To be eligible for a refund, you must present valid proof of purchase, such as a receipt or order confirmation.

    • Item Condition: The item being returned must be unused, in its original packaging, and in a resalable condition. We reserve the right to decline a refund if the item shows signs of wear and tear, damage, or alteration.

    • Non-Refundable Items: Certain items may not be eligible for a refund due to hygiene reasons, safety concerns, or other limitations. These items typically include but are not limited to, socks, personal care products, perishable goods, and customized or personalized items. Please inquire with our store staff for specific details regarding non-refundable items.


    REFUND PROCESS
    To initiate a refund, please bring the item along with the proof of purchase to our retail store. Our staff will assess the item's condition and process the refund according to our policy. In some cases, we may require additional information or documentation to complete the refund process.

    • Refund Method: Refunds will be issued in the same form of payment originally used for the purchase. If the original payment method is not available or if a different payment arrangement was made, we will work with you to find a suitable refund method.

    • Store Credit or Exchange: In addition to refunds, we may offer the option of store credit or exchanges for eligible items. This provides flexibility and allows you to choose an alternative product or make future purchases.

  • Core Burn Pilates gift cards are redeemable upon presentation of a valid gift card code. Please note that gift cards are nontransferable and are only valid at the studio where they were purchased.

If you have any questions about which Pilates session is right for you. Please reach out and we would be happy to help.

CONTACT US