These policies are in place to ensure that we provide our guests with the best possible experience at our studio.
LATE CANCELLATION POLICY
If you are signed up for a 6:15am or 7:15am class and can’t make it, you must cancel your booking online by 10:00pm the night prior to the class to avoid a late penalty. For all other classes, the reservation must be cancelled a minimum of 4 hours before class begins to avoid a late penalty.
All cancellations must be made through your online account, and CANNOT be made over the phone or through email. Your class will be returned as a class credit onto your online account and will remain there for you to use towards your next reservation.
If you haven’t cancelled your booking online within the specified time frames listed above, you will be charged as though you attended a class and the class will be deducted from your account. For monthly unlimited memberships, you will automatically be charged a $15 late cancellation fee on the credit card associated with your account. We love riding as a team so please honour your commitment and show up for your booked class.
10 MINUTE WAITLIST POLICY
Please ensure you check in at front desk 10 minutes before the scheduled class, otherwise your reservation will be released to the next person on the waitlist and you will be charged as though you attended the class (or a $15 late cancellation fee for unlimited memberships) to the credit card associated with your account.
FIRST TIME TO OUR STUDIO? We advise you plan to arrive 25-30 minutes prior to the start of class to find yourself a parking spot, select your bike and get yourself set up. Let our front desk staff know it’s your first ride so they can help set you up on the bike with the proper adjustments. Make sure to sign in on the sheet at the front desk. You will be required to fill out a waiver prior to class if you haven't already online.
All other clients, we advise you sign in at front desk at least 15 minutes prior to the start of class. We start class on time and do not permit guests to enter the class after the doors are closed to ensure the safety of the riders.
Please note that class cards and memberships expire 1 year after the date of purchase.
LOST AND FOUND
Forgot your water bottle or sweatshirt at the studio? We keep all lost and found items for 2 weeks, after this time, they are donated to charity. We recommend you write your name on your water bottle so it's easier for our staff to retrieve it for you.
As a loss prevention measure, we recommend you label your rain and winter boots and please check to make sure you walk out with your own shoes as there may be similar ones sitting in the front area.