Great minds think alike. Find the answers to our most frequently asked questions here.
Class Booking FAQs
How do I set up ACH direct debit on my account to avoid the credit card fee?
Simply follow these steps:
Login to your Momence account.
Go to 'My account.'
Remove your existing card(s) on file by clicking the red trash bin icon in the top right corner.
Click 'Save ACH Direct Debit' then click 'Update.'
Follow the steps as directed by Stripe.
You can disconnect your bank account at any point.
Please note:
ACH direct debit is currently not available in the Momence app. Therefore, we recommend making your class, package and membership purchases on your desktop through our website before booking your classes in the app if that's your preferred booking method.
If you are on an auto-renewing membership, Momence will automatically prioritize ACH direct debit as your default payment method, even if you still have a card on file.
I’m new to your studio and so excited to take class! Do you have any welcome offers for new clients?
We do! We’re happy to offer 3-for-2 Reformer and Mat classes for new clients to get your feet wet. The packages can be purchased on our website here.
I’m new to Pilates altogether! Which class should I start out with?
It’s up to you! Our Mat: All Levels classes are a great and versatile option for beginners, as well as our Reformer: Foundations classes for those who are new to the equipment and are looking to learn at an introductory pace.
I just booked my first Mat class! Are mats provided or do I need to bring my own?
Mats are provided in-studio :)
I can’t make a Foundations class. Is it okay for me to take an All Levels Reformer class if I’m new to Pilates?
Absolutely! Please speak with your instructor before class so that they are informed and can guide you through setting up your reformer.
When am I ready for Advanced classes?
In an effort to give you confidence with choosing a safe and appropriate class level, we've put together a few helpful tips to navigate deciding between an All Levels class (beginners through to advanced) and an Advanced class. Here are a few questions to consider asking yourself:
Am I familiar with most of the movement exercises in an All Levels class?
Am I confident performing most of the movement exercises in an All Levels class?
Do I feel experienced and confident in operating a Pilates reformer?
Do I feel confident adjusting my foot bar to my own setting without needing assistance?
Do I feel like I have a deep understanding of Pilates' fundamental principles?
Do I have a well developed body awareness?
Am I someone who typically opts for the progressions and advanced choreography offered in All Levels classes?
Do I find myself asking my instructor for progressions or more challenging spring settings on a regular basis?
Am I currently working through an injury? ***If you answer yes to this question, we strongly recommend you join a Foundations or All Levels class or a Private session.
If you're still not sure, we encourage you to ask your instructor the next time you're joining us for an All Levels or Core, Glutes & Arms class.
I’ve signed up for the waitlist for a class. How will I know if I got in?
If a space opens up for you and you are added into the class, you will be notified via email and text up to an hour before the start of class. Be sure to have your notifications turned on!
How can I tell where I am on the waitlist?
In the Momence app: On the homepage, waitlisted classes will be listed under ‘Upcoming for you’ along with booked classes. Your position on the waitlist will be listed above the class title.
In Momence online: On the ‘My classes’ page, find the ‘Waitlist’ section and your waitlist position will be listed in blue for all classes.
What happens to my credit if I’m not moved into class?
Payment will only be taken from your account if you’re moved into the class from the waitlist.
Something came up, and I’m no longer able to attend class. How can I cancel my booking?
We understand that life can be unpredictable. Thank you for honoring our 12 hour cancellation policy for all bookings, put in place out of respect for our instructors and waitlisted clients. All cancellations or changes must be managed online. This includes the waitlist.
To cancel, log in to your account via the app or web browser and view your upcoming classes listed underneath your schedule on your profile. The cancel button will be at the right. Be sure to cancel your booking or remove yourself from the waitlist at least 12 hours prior to the class to keep your class credit.
Private FAQs
How far in advance do I need to book my private/duet?
Privates and duets can be booked up to 12 hours in advance.
Something came up, and I’m no longer able to make my scheduled private/duet. How can I cancel my booking?
We understand that life can be unpredictable. Thank you for honoring our 12 hour cancellation policy for all bookings, put in place out of respect for waitlisted clients. All cancellations or changes must be managed online. This includes the waitlist.
To cancel, log in to your account via the app or web browser and view your upcoming classes listed underneath your schedule on your profile. Be sure to cancel your booking or remove yourself from the waitlist at least 12 hours prior to the class to keep your private credit.
In the case of a no-show or lateness to an In-Person or Virtual appointment, your instructor will wait 30 minutes for your arrival. All no-shows and late arrivals of over 30 minutes will be considered late cancellations and are not eligible for a credit or refund. All time lost due to late arrivals will be forfeited.
Monthly Membership FAQs
If I purchase this membership, will it renew one month from now or on the 1st of each month?
Memberships renew one month from the date of purchase. Ex. If you purchase a monthly membership on July 7th, it will renew on the 7th of each subsequent month.
I have an Unlimited Mat Membership. How does the 12 hour cancellation & no-show policy affect me?
Clients on an Unlimited Mat Membership are granted 1 penalty-free late cancellation per membership cycle.
Any additional late cancellations will incur a $10 fee for each late cancellation.
Members on an Unlimited Mat Membership who are marked as no-shows will be subject to a $20 fee per missed class. This is out of respect for our waitlisted clients and implemented to ensure that when one of our members reserves a spot, there is full intention on attending.
I have an Unlimited All Access Membership. How does the 12 hour cancellation & no-show policy affect me?
Clients on an Unlimited All Access Membership are granted 1 penalty-free late cancellation per membership cycle.
Any additional late cancellations will incur a $10 fee for each late cancellation.
Members on an Unlimited All Access Membership who are marked as no-shows will be subject to a $20 fee per missed class. Again, this is out of respect for our waitlisted clients and implemented to ensure that when one of our members reserves a spot, there is full intention on attending.
I have an All Access | 8 Classes Membership or All Access | 12 Classes Membership. How does the 12 hour cancellation & no-show policy affect me?
Clients on an All Access | 8 Classes Membership simply lose a class credit in the case of a late cancellation or no-show.
I have an All Access | 8 Classes Membership or All Access | 12 Classes Membership. Do my credits rollover from month to month?
No, credits do not rollover from month to month.
I need to cancel my membership. How can I do this?
You can cancel your membership in two ways, either by;
Logging into the Momence dashboard on a web browser; or
Reaching out to us at hello@eastriverpilates.com at least 2 business days prior to your auto-renewal date in order to ensure that the cancellation is processed in time.
Can I temporarily pause my membership?
You can pause your membership for 7 days minimum! Simply email hello@eastriverpilates.com to arrange a temporary pause at least 2 business days prior to your auto-renewal date in order to ensure that the pause is processed in time.
Studio Policy FAQs
Do I need to bring shoes or socks with me into class?
Shoes must be removed at the front entrance of the studio. Socks must be worn for all Reformer classes for hygiene purposes, and grippy socks are highly encouraged. For Mat classes, you’re free to wear socks or go barefoot, whatever is most comfortable for you.
I’m running a little behind for class today. Will I still be admitted to class?
For the safety of all our clients and instructors, no one will be permitted to enter the studio once class begins. We recommend planning to arrive 5 minutes early for a smooth check-in experience.
Can I bring my child/little siblings with me to class?
Minors under the age of 13 are not permitted on ERP premises. Minors over the age of 13 and under the age of 18 are welcome to take class but must be accompanied by an adult at all times. Please note that minors are not permitted in the studio to watch or wait while their caregiver takes class.
Am I allowed to use my phone during class?
We kindly ask that you silence and leave your phone with your belongings while moving with us, except in the event of an emergency.
What is ERP’s Photography & Video policy?
For the privacy rights of all attendees, we request that all participants refrain from using cameras, smartphones, and any other recording devices to capture visual content during group classes. Exceptions to this policy are strictly limited to situations that have received prior approval from our team, in consultation with the respective instructor and clients, ensuring that any permitted recording aligns with our community objectives.
Can I bring my Service Animal into the studio?
Yes, in compliance with The Americans with Disabilities Act (ADA), ERP permits service animals that are accompanied by their handler into studio. Instructors will find a suitable alternative that will be safe for both the animal and clients. ERP is not responsible for the care or supervision of a service animal and is not required to provide food.
There are several types of Service dogs, some include:
Guide Dogs for the Blind
Hearing Dogs
Diabetic Alert Dogs
Seizure Alert Dogs
PTSD Dogs
Wheelchair Assistance Dogs
Dogs to help children with Autism
Service Animals are the only type of working animals that are allowed to accompany their handler into public accommodations. ERP does not permit Therapy animals, Emotional Support Animals, or any other animals outside of the Service Animal distinction.
