NEW TO UPSTATE? ENJOY A 14 DAY FREE TRIAL OF LIVE ONLINE CLASSES

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FAQs

FAQs

We’re bringing the Upstate vibes straight into your home with 120 Live Stream classes a week plus over 70 On Demand workouts that you can practise anywhere, anytime.

You can join in multiple classes a day with our Rockstar instructors. Classes include Pilates, Boxing, HIIT & Yoga plus new themed classes!

 

IN STUDIO CLASSES

COVID safety in the studio

Arrive no earlier than 10 minutes before class (please note doors lock when class starts)

Please use hand sanitiser as you enter the studio

Please wear a mask before and after class

Showers are currently not in use

Maintain 1.5m distance between yourself and others

Stay home if feeling unwell

Class capacity is limited to 10 people

Reformer classes 

Grip socks must be worn in all reformer classes

Mat classes

Please BYO mat and towel to class. Hire mats will not be available

LIVE STREAMING CLASSES

How do I book Live Stream Classes? 

The Upstate Studios app is the best way to book.  It’s free to download and easy to use. You can book on the timetables page of the website too.

The Live Streamed class schedule is listed under LIVE STREAM timetable.

How do I view Live Streamed Classes?

Download the Zoom app on your phone or laptop. We recommend using your laptop.

30 minutes before the class you are booked into , you will receive an email from hello@Loyalsnap.com or hello@fitgrid.com with your exclusive link. Click the link a few minutes before class starts and you’re in

Make sure you are in a place with a good internet connection–otherwise, the stream may skip!

I did not receive the link to join Live Streamed Class?

Please check all email tabs including promotions and junk.

The email will be sent to the email saved in your Mindbody account. Check your profile on your account to make sure your email is correct.

Add “hello@loyalsnap.com” and “hello@fitgrid.com” to your email contacts so links always arrive in your inbox and never marked as spam.

How do I cancel my Live weekly membership?

To cancel your Live weekly membership go to MY ACCOUNT located on top right side of our website homepage.  Login to your account and go to MY INFO>ACCOUNT

Go to AUTOPAYS section and click Terminate next to the contract you wish to cancel.

You will receive a pop up message to verify you wish to terminate the contract. This action will terminate effective immediately.

ON DEMAND CLASSES

Do I need to be a member to access on demand classes?

On demand is included in all unlimited memberships including our 30 day intro offer. On demand is not available for those on a 10 class pass or a casual class

How do I access on demand classes?

All on demand classes can only be accessed via the Upstate website. You will need to login using your username which is the email you have listed on your Upstate Mindbody account. Your password will be the same one you use for your Mindbody account as well. (On Demand classes cannot be accessed via the Upstate app). 

I have forgotten my password?

You can reset your password through your MindBody account. You can do this on your mobile or via this link online http://clients.mindbodyonline.com/classic/ws?studioid=5577

The video keeps pausing?

There are a few things you can try if you are experiencing video playback issues. 

  1. Switch to “Auto” in the quality menu, if available
  2. Restart your router and modem
  3. Update your browser
  4. Close excess browser tabs or applications
  5. Clear your browser’s cache
  6. Try another browser (chrome/safari)

MEMBERSHIP OPTIONS

What pass should I buy?

Try our free 14 day trial live stream and one demand classes

What are your weekly memberships?

UPSTATE LIVE MEMBERSHIP

Unlimited access to all online classes $29 per week

(min. two weeks)

BOOKING WITH THE UPSTATE APP

Do I need to book?

We recommend booking your classes.

The Upstate Studios app is the best way to book.  Its free to download and easy to use

Before booking your first class you need to create an account and purchase your pass.  The 14 day Live Stream and On Demand trial is the best pass for new clients.  Once you have signed up to the trial, enter the email address you uses to create your account and create a password.

When do classes become available to book online?

You can book your class 2 weeks in advance.

LATE CANCEL & NO SHOW POLICY

The Late Cancel and No Show policy applies to ALL in-studio classes. This policy does not apply to Live Virtual classes.

Classes are to be booked to guarantee your spot in class. 

You have up until 9 hours before class to cancel your booking. Any cancellations after the 9 hour mark will be considered a Late Cancel. If you do not cancel your class and you do not attend you will be considered a No Show. 

Clients with unlimited memberships will be charged the following fees for each Late Cancel and No Show.
Reformer Pilates Classes Late Cancel Fee $15, No Show Fee $20.
Mat Classes Late Cancel Fee $10, No Show Fee $15.
Clients with a casual pass or class pack will result in the loss of one class for each Late Cancel and No Show. Cancellation fees will be applied 48 hours after class. Please note the first two fees will be waived each month. 

Cancellations must be made on the App or website and cannot be made via phone or email. 

By booking online you are agreeing to the late cancel and no show policy.

THE WAITLIST

If a class you’d like to take is full, we encourage you to sign up to the waitlist.

You are responsible for all classes you are added to from the waitlist. 

Please make sure you are subscribed to class confirmation emails and SMS notifications.

BEFORE 9 HOUR CANCELLATION WINDOW

If a spot opens up at least 9 hours before class time, you will be added to the class and receive an email and / or SMS confirmation. You can text back “Y” to attend, or “N” to decline. 

If you do not reply will be added into the class as attending. 

AFTER 9 HOUR CANCELLATION WINDOW

The waitlist closes 9 hours before class and you will not automatically be added to the class after that point. If you are added to the class and fail to remove yourself in time, you will be subject to the late cancel no show policy. 

During the 9 hours before class you can book directly as spots may have opened up. 

Bookings made within the 9 hour cancellation window are still subject to the late cancel and no show policy.

FAQ’S 

The policy applies to all classes 

You are responsible for all classes that you are added to from the waitlist. If you do not reply to the SMS waitlist confirmation, you will be added to the class and the cancellation policy still applies. 

Why do we have this policy in place? 

Although we would much prefer not to implement this policy, it is absolutely essential especially whilst class size is restricted to maximum 10 people. It has been our experience that when we don’t have the policy, members cancel out late, not allowing sufficient time for other members to book in and therefore many members missing out getting a spot in class. 

Why does it have to be 9 hours? Why can’t it be a shorter time frame? 

Nine hours allows sufficient time for someone to receive notification they have moved from waitlist to class and plan to attend class. E.g. if it’s a 6am class and someone cancels just before the 9 hour mark, it would be around 9pm (allowing them time to plan the night before). If it’s a 5pm class, they would receive notification around 8 am. 

The feedback we have had when it’s less than nine hours is that it just doesn’t give adequate notification. You might receive a text/email in the middle of the night or during your work day and it’s too late to plan ahead. 

Why can’t I email or ring to cancel out of Class? 

Whilst we check our emails and phone messages daily, there is a chance that we may not receive your email or phone message in time. The App is user friendly and the easiest way to book and cancel classes. 

What are the benefits for members having this policy? 

The benefits are that you are more than likely to get into the classes you wish to attend.

Members tell us it makes them very accountable! Once they book in they are more likely to attend and less inclined to cancel out last minute.

HOW DO I REDEEM A GIFT CARD

Gift cards purchased online can be redeemed through Mindbody. Take this link https://bit.ly/GiftCardMindbody

Gift Cards can also be redeemed on the Upstate App

PREGNANCY POLICY

Can I take class if I am pregnant?

You may practice Hot Power Flow, Hot Yoga (Bikram), Yin Yoga, Box HIIT + Power Reformer while pregnant. It is only recommended you continue to practice these classes if you have had a consistent practice at Upstate Studios or similar style classes to Upstate for a minimum of 3-6 months in these class styles.

Also we request you that you discuss the suitability of practicing these classes with your health care practitioner and only practice if it’s recommended.
If you wish to practice while pregnant, please email us to discuss the recommended pregnancy modifications before attending a class. Please note that practicing is at your own risk and it is your responsibility to practice the modifications with caution.

For Live and On Demand classes, you may also practise Power Pilates and Power Pilates Glutes by modifying the core exercises.

We do not recommend practicing Hot Pilates, Power Pilates, Pilates HIIT, HIIT, Core 20, Cardio Reformer or Power Reformer Burn.

We do not recommend practicing Yin Yoga during the first 3-4months post pregnancy.

OTHER

What if I have an injury?

Most of our group classes are best suited to those without injuries. We recommend that you speak to a medical professional about any recent, serious injuries to get cleared for exercise before undertaking

Age limit?

For yoga and mat pilates mat classes the minimum age is 12 years old and if you’re under 16 you will need to come along with a parent or guardian.

Clients must be a minimum of 16 years old to attend pilates reformer classes.

 

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