Studio Policies


Cancellation Policies

Classes

We all know that life in New York can be unpredictable, from unexpected deadlines, to delayed trains, and too much tequila the night before. Out of respect for our clients who are waitlisted, East River Pilates honors a strict 12 hour cancellation policy for all classes. In order to avoid forfeiting your session or being charged in full for unpaid registrations, please be sure to cancel online using MindBody at least 12 hours prior to your session.

For all clients on Monthly Unlimited Memberships, the following fees apply to clients who do not honor our strict cancellation policy:

  • $5 fee for no-shows.

  • $20 for late-cancelling three times in one month.

  • All no-shows/late cancellations will result in losing a class credit.

Private + Duet Appointments

East River Pilates Studio honors a strict 24 hour cancellation policy for all appointments. In order to avoid forfeiting your appointment or being charged in full for unpaid registrations, please be sure to cancel your appointment by emailing privates@eastriverpilates.com at least 24 hours prior to your appointment.

No exceptions. No refunds. No credits.


Returns Policy

Retail Sales

  • All sales are final.

  • 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 size selection.

Service Sales

  • All sales are final.

  • Refunds will be issued in case of a merchant processing software error, or if an East River Pilates team member incorrectly processes a sale on the client's behalf.

  • Account credits for the full amount paid will be issued if the client incorrectly processes a sale, or has a change of mind.

  • All return requests must be submitted in writing to info@eastriverpilates.com within 7 days of the sale date.


Cash Free Business

East River Pilates is a cash free business. No cash is stored on premises. No cash payments will be accepted for any purchases.


Late Arrival Etiquette

Please arrive early for a smooth check-in experience. If you anticipate being late, please email info@eastriverpilates.com. Out of respect for our clients, instructors, and your safety, there is no admittance after 5 minutes of the scheduled class time.

If you are denied entry due to lateness, you may attend a later class on standby.


Waitlist Etiquette

Our system will automatically add you to class if a spot becomes available up until one hour before the scheduled class time. If you anticipate you will not be able to attend and have not yet been added to class, please remove yourself from the waitlist online using your MindBody software login. You will receive an email confirmation when you have been added to class from the waitlist.

Out of respect for our clients, instructors, and your safety, if you are 5 minutes late and we have not received an email from you, your spot will be given to a waitlisted client.

If you have been added to class from the waitlist, standard cancellation policies apply.


Socks Etiquette

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


Shower Etiquette

Please keep showers to 5 minutes or less. Thank you for being considerate. Last shower is to end before the last class of the day.


Lost Property

East River Pilates is not responsible for personal items. If you have misplaced an item, please email info@eastriverpilates.com.


Minors

Minors under the age of 13 years are not permitted at any East River Pilates' studio locations. Ages 13+ are permitted to attend class when accompanied by an adult. East River Pilates' does not provide child minding services.


No Discrimination

We’re committed to a safe and supportive learning environment. ERP prohibits 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 learn in a professional environment that promotes equal opportunities and is free from discriminatory practices.


No Harassment

ERP prohibits and will not tolerate 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 that he or she has 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.

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.