Studio Policies

Thank you for helping us maintain a safe and supportive environment.

Cancellations

We understand that life can be unpredictable. Thank you for respecting our strict 12 hour cancellation policy for all bookings. Cancellation or change requests received via email are not valid. All cancellations and changes must be managed online at least 12 hours prior to your booking to avoid forfeiting your credit.

  • Early cancellations: Cancellations or changes made before 12 hours of the booking time are considered early cancellations and are eligible to reimbursed in the form of studio credit.

  • Late cancellations: Cancellations or changes made within 12 hours of the booking time are considered late cancellations and are not eligible for a credit.

Arrival Time

Please arrive 5 minutes early for a smooth check-in experience. For safety reasons, you will not be permitted to enter the studio after class begins.

Private session no-shows & late arrivals: 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.

Cell Phones

We promote a tech-free space at ERP for your safety and out of respect for the instructor teaching. Unless in cases of emergency, please leave your phone with your belongings while class is in session.

No Re-entry

You will not be permitted back into class if you leave studio premises while class is still in session.

No Perfume

Out of respect for all clients, please do not wear perfume during classes.

Cash Free Establishment

ERP is a cash free establishment.

Refund Policy

All sales are final.

Retail Sales No refunds or exchanges on retail purchases, unless item is deemed faulty. No refunds or exchanges will be issued due to change of mind or incorrect selection.

Service Sales Refunds will be issued in case of a merchant processing error. Studio credits will be issued for the full amount paid will be issued for incorrectly processed sales, or if the client has a change of mind. All return requests must be submitted in writing to hello@eastriverpilates.com within 7 days of the sale date.

Lost Property

ERP is not responsible for personal items. All lost property will be donated/disposed of on the 10th of each month.

Minors

Minors under the age of 18 must be accompanied by an adult at all times. Minors under the age of 13 are not permitted on ERP premises, with the exception of Baby & Me Pilates classes.

Prenatal and Postnatal

Prenatal clients are recommended to participate in only prenatal classes in the first trimester, and from the second trimester onwards, from week 13, are only permitted to join prenatal and postnatal classes.

Postnatal clients are required to receive verbal permission from their obstetrician, General Practitioner, or midwife prior to commencing Pilates. Postnatal clients are permitted to join only Postnatal classes until they have received verbal permission from an ERP instructor to move forward with regular group classes.

Membership Commitments

  • No minimum commitment

  • Memberships will continue to automatically renew until cancelled.

  • If a cancellation request is made via email after payment has been processed, member will be subject to $20 Late Membership Cancellation fee.

Consent to Hands on Adjustments

Consent is a requirement of tactile feedback and physical touch. All clients have the right to consensual practice and will be given the option in every class to anonymously give consent for hands on adjustments.

Socks Etiquette

For hygiene purposes socks are required for all Equipment classes and appointments. For safety, grippy socks are encouraged. Grippy socks are available for purchase at all locations.

No Discrimination or Harassment

We’re committed to a safe and supportive studio environment. ERP has a zero tolerance policy against hate speech, discrimination or harassment based on race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status or any other status protected by applicable law. Each individual has the right to a safe environment that promotes equal opportunities and is free from discriminatory practices.

No Harassment

ERP has a zero tolerance policy against hate speech and harassment on the basis of race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status or any other status protected by applicable law. Violations of this policy will not be tolerated.

Harassment is generally defined as unwelcome verbal or non-verbal conduct, based upon a person’s protected characteristic, that denigrates or shows hostility or aversion toward the person because of the characteristic, and which affects the person’s learning opportunities or benefits, has the purpose or effect of unreasonably interfering with the person’s work performance, or has the purpose or effect of creating an intimidating, hostile or offensive environment. Harassing conduct includes, but is not limited to: epithets; slurs or negative stereotyping; threatening, intimidating or hostile acts; denigrating jokes and display or circulation in the workplace of written or graphic material that denigrates or shows hostility or aversion toward an individual or group based on their protected characteristics.

Sexual harassment is defined as unwelcome sexual advances, requests for sexual favors and other verbal, visual or physical conduct of a sexual nature, when:

  • submission to such conduct is made either explicitly or implicitly;

  • submission to or rejection of such conduct by an individual is used as the basis for employment decisions affecting such individual; or

  • such conduct has the purpose or effect of unreasonably interfering with an individual or creating an intimidating, hostile or offensive environment.

Examples of sexual harassment include: unwelcome or unsolicited sexual advances; displaying sexually suggestive material; unwelcome sexual flirtations, advances or propositions; suggestive comments; verbal abuse of a sexual nature; sexually oriented jokes; crude or vulgar language or gestures; graphic or verbal commentaries about an individual’s body; display or distribution of obscene materials; physical contact such as patting, pinching or brushing against someone’s body; or physical assault of a sexual nature.

Harassment and Discrimination Complaint Procedure

Anyone who feels they have been harassed or discriminated against, or has witnessed or become aware of discrimination or harassment in violation of these policies, should bring the matter to the immediate attention of ERP management by emailing hello@eastriverpilates.com. No person will be retaliated against for making a complaint in good faith regarding a violation of these policies, or for participating in good faith in an investigation pursuant to these policies.

ERP will promptly investigate all allegations of discrimination and harassment, and take appropriate action, based on the outcome of the investigation. Such action may include counseling, disciplinary warning, demotion, or termination of employment. The person bringing the issue to ERP’s attention will be informed of the result of the investigation in a timely manner.

Service Animal Policy

In compliance with The Americans with Disabilities Act (ADA), ERP permits service animals that are accompanied by their handler. Designated service animal waiting areas are the front entrance mat at all locations.

If the client needs the animal closer to better service their disability, reasonable accommodations can be made. 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. ERP cannot ask about the nature or extent of a person’s disability and may not demand proof that the animal is certified. However, if it is not readily apparent that an animal is a service animal, they may ask, (1) if the animal is required because of a disability, and (2) what work the animal has been trained to perform.

There are several types of Service Animals, some include:

  1. Guide Dogs for the Blind

  2. Hearing Dogs

  3. Diabetic Alert Dogs

  4. Seizure Alert Dogs

  5. PTSD Dogs

  6. Wheelchair Assistance Dogs

  7. 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.

Please note: A business may exclude a service animal only if the animal is out of control or not housebroken and the animal’s handler does not control it. Allergies or fear of dogs are not valid reasons for denying access.