Studio policies
Cancellations, Communication and Studio Etiquette
The rules that keep the schedule fair for everyone using the space — clients, private students and the professionals who rent here.
Cancellations
Three windows, depending on what you booked.
A reserved slot takes a room, an instructor, or both out of the calendar, so the notice we need varies by booking type.
Group and semi-private classes
12 hours
Cancel or move a class more than 12 hours before the start time and the credit returns to your account. Inside 12 hours, or if you do not show up, the credit is lost.
Private sessions
24 hours
Private sessions carry a longer window because the instructor's time is reserved for you alone. Cancel more than 24 hours ahead and the session is credited back.
Professional studio rental
12 hours
The 12-hour window applies to every professional rental booking. Inside it the hour is billed, because the room is held out of the calendar and no one else can use it.
No refunds are issued. A cancellation inside the applicable window, or a no-show, forfeits the credit rather than returning it to your account.
How to cancel
Two ways, both immediate.
Log in to your account and cancel the appointment there, or use the “Cancel My Appointment” button in your booking confirmation email. Both route straight into the schedule, so the slot is released for someone else immediately.
If you have trouble cancelling, or you are not sure whether a cancellation went through, email Pilates@enhancewell.com rather than assuming — the timestamp on your message is what we go by.
Communication
Talk to us early rather than late.
This is a small studio shared by independent professionals and their clients. Nearly every scheduling problem is solvable when we hear about it in advance and awkward when we hear about it afterwards. If you are running late, need to move a booking, or have an injury that changes what you can do that day, tell your instructor or email us.
Tell your instructor about any physical concerns or limitations before a class or session begins, not during. It is the difference between a workout adjusted for you and one you have to sit out.
For anything about classes or private sessions, email Pilates@enhancewell.com or call (917) 999-8553. For studio rental enquiries, Dana Chau handles rates and availability directly at Dana.Chau@enhancewell.com.
In the studio
Practical house rules.
Arrival
Sign in five minutes before your class. First-timers cannot join after a class has started; returning clients have a five-minute grace period.
Grip socks
Recommended for every class and session. They keep you stable on the reformer footbar and the tower.
Changing and storage
There are no private changing rooms or lockers. The restrooms down the hall are available to change and freshen up.
Water and containers
Bottled water is sold in the lounge. Only spill-proof or covered containers are allowed on the studio floor.
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