FAQs 2021

The Late Cancel and No Show Policy applies to ALL in-studio classes. 

Why we have this policy?

The benefits of the policy are that you are more than likely to get into the classes you wish to attend and members tell us it also makes them accountable as well! Once they book in, they are more likely to attend and less inclined to cancel out last minute.


How to Cancel a Class

Cancellations must be made on the free 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.

Download Upstate App on Google Play

Download Upstate App on Apple Store


You have up until 9 hours before class to cancel your booking.

Why 9 hours? Nine hours allows sufficient notice for a client waitlisted for a class to receive the notification that they have a spot in class and provides time for them to plan their day.


When it’s less than nine hours, the feedback we have had is that it just doesn’t give adequate time for waitlistees. You might receive a text/email in the middle of the night or during your workday, and it’s too late to plan ahead.


Cancellation after 9 hour mark

Any cancellations after the nine-hour mark or non-attendance of the class will count as a late-cancel/no-show.



Clients with unlimited memberships will be charged the following fees for each late cancel or no show.

Reformer Pilates + Upstate Box: 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 lose one class for each late cancel and no-show.


*Cancellation fees are applied 48 hours after class.

*Please note the first two fees every 30 days are waived for unlimited members.

How does the waitlist work?

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

You are responsible for all classes that you are added to from the waitlist. The Booking Cancellation policy applies to all classes you are added in to from the waitlist.

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

Before the Nine Hour Cancellation Window:

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

If you do not reply, you’ll be automatically added to the class, and we’ll assume you’ll be attending.
If you have multiple unconfirmed waitlist notifications, your reply applies to the most recent received message. Please note the waitlist text message becomes stagnant after 36 hours.

After the Nine Hour Cancellation Window:

The waitlist closes nine hours before class, and you will not automatically be added to the class after this point.
If you reply “N” to a waitlist notification within the 9 hour cancellation window, it will be considered a late cancellation.

During the nine hours before class, you can book directly as spots open up. Bookings made within the nine-hour cancellation window are still subject to the Late Cancel and No Show Policy.

The policy applies to all in-studio classes.

It's my first time in a hot room, what do I need to know?

All our mat classes are in a heated room. Heated classes allow you to find depth and power. Your muscles are warm and ready to move and your mind is focused and totally present. Expect to sweat and become besties with your water bottle and sweat towel. Our instructors will always offer modifications to dial up the intensity or to take it down a notch. You’ll walk out of class with a fresh state of mind and you’ll definitely be back for more!

Can I take class if I am pregnant?

You may practice Power Flow, Hot Yoga (Bikram), Yin Yoga, Pilates Box, Power Reformer, Box and Box Strength when pregnant. However, we recommend only continuing to practice class styles that you have been consistently attending at Upstate or a similar studio for a minimum of 3-6 months.

Also, we request that you discuss the suitability of practising these classes with your health care practitioner and only practice if recommended to do so.

If you wish to practice while pregnant, please email us to discuss the recommended pregnancy modifications before attending a class. Please also view our Pregnancy Modification Videos.

Please note that practising is at your own risk, and it is your responsibility to practice the modifications with caution.

We do not recommend practising Pilates Burn, Hot Pilates, Pilates Strength, Power Reformer Jump or Power Reformer Burn.

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

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 attending.

How old do I need to be to attend classes?

For all Mat and Upstate Box classes, the minimum age is 14 years; if you’re under 16, you will need to come along with a parent or guardian.

The minimum age to attend Reformer Pilates classes is 16 years.

Can I suspend my membership if I’m going away?

Weekly auto-pay and 12-month memberships can be suspended for a minimum of one week and a maximum of six weeks per calendar year. Six-month memberships can be suspended for a minimum of one week and a maximum of three weeks.

To suspend, please contact your home studio here.

Please allow 72 hours to process membership suspensions. Unfortunately, we do not offer suspensions on intro memberships.

Do auto-pay memberships have a minimum term?

There is no minimum commitment period. The term of the weekly membership commences when you purchase the membership or another date as agreed by Upstate Studios.

Weekly Memberships continue until you advise Upstate Studios via email to cancel the membership. Seven days notice is required to process cancellations.

To cancel your membership, please contact your home studio here.

How do I redeem a gift card for classes or memberships?

Gift cards purchased online can be redeemed through Mindbody by clicking here.

Gift Cards can also be redeemed on the Upstate App.

I'm a member and want to book a class at a different studio to my home location studio.

An awesome benefit of being an Upstate member is that you can book class at any Upstate Studio!

The exception to this is 30 Day Intro Offer Members and Foundation Memberships who are restricted to booking classes at their home studio. 

If you are on any other membership style you’re able to book in a class as another studio. Best way to do this is via our free app.

Click FILTERS in the top right corner and select your studio of choice to book in.

How do I buy a giftcard?

If you want to buy a physical gift card you can purchase one at your local Upstate Studio. The lucky gift recipient can use the card in studio or email our customer service team to use it online.

You can also purchase a gift card online via the pricing page of your chosen studio and send it to a friend at the perfect time via our scheduled send feature.

Gift cards are valid for up to 3 years since date or purchase.


Subscribe for the latest
Subscribe Form