Studio Policies
We want East River Pilates to be a welcoming, safe, and supportive place for every member of our community. The following policies help us create a smooth experience for everyone while protecting the sustainability of our small business.
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 appointment, your teacher 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 teacher 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.
Disputes If you have a concern about a charge, please reach out to us first. We’re happy to talk it through! Repeated disputes or initiating a dispute without contacting ERP to resolve the issue may result in service termination. You can always schedule a conversation with us here.
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
Across our five studio locations, we offer more than 20 pre and postnatal-friendly classes each week, creating space for expecting and new parents to move safely, build strength, and stay connected to their bodies.
Our community is here for you and your growing family.
Prenatal
From your second trimester (week 13) onward, you may attend our All Levels – Pre & Postnatal Friendly classes only.
These classes are intentionally designed to support your changing body, with thoughtful variations and guidance to help you feel strong, stable, and confident as you move.
If you’re ever unsure, please reach out. We’re always happy to help you choose the right class.
Postnatal
Before beginning Postnatal Pilates, you must receive verbal clearance from your obstetrician, GP, or midwife.
We strongly recommend booking a private session before joining group classes to ensure you feel confident, supported, and appropriately guided.
You may attend Pre & Postnatal Friendly classes only until you receive approval from one of our teachers to transition into regular group classes.
Privates
A private session is a wonderful option if you’d like individualized support, extra guidance, and a space tailored specifically to your body’s needs during pregnancy or postpartum recovery.
Membership Commitments
No minimum commitment
Memberships will continue to automatically renew until cancelled.
Please cancel all ERP Studio and ERP Online memberships online or email hello@eastriverpilates.com for assistance.
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.
Community Standards
East River Pilates is committed to creating a safe, inclusive, and respectful environment for every member of our community.
Discrimination, harassment, bullying, intimidation, hate speech, or inappropriate conduct of any kind will not be tolerated.
Anyone who experiences or witnesses behaviour that conflicts with these values is encouraged to contact ERP management at hello@eastriverpilates.com. All concerns will be treated seriously and investigated promptly.
Retaliation against any individual who raises a concern in good faith will not be tolerated.
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. Teachers 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:
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.
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.