Studio Policies and FAQs
Location and Parking
Finding Us:
While our official address is on 1295 Wharf Street, the entrance to the studio is located on Liverpool Road.
Directions:
Head south on Liverpool Road and pass Wharf Street — do not turn right onto Wharf. Continue driving south, and you’ll see Pilates by Bernadette on your right-hand side (west side). Look for our signage and entrance directly on Liverpool Road.
Parking:
Free street parking is available along Liverpool Road directly in front of the studio. Additional parking lots are located at the south end of Liverpool Road and on Annland Street. During the summer months, parking lots operate on a QR code payment system. Non-Pickering residents receive a 2-hour free grace period. Pickering residents park for free year-round with valid permits. Be sure to scan the QR code displayed on signage in the lot to register your vehicle.
Arriving at the Studio
What should I bring to class?
We highly recommend wearing grip socks. Please bring a water bottle. Grip socks and bottled water are available for purchase at the studio. If you have a large bag with you, we encourage you to leave it in your vehicle. The studio has limited storage space.
How early should I arrive for class?
Please aim to arrive 5 minutes before class and not earlier to account for the overlap of coming and going clients. Latecomers will not be admitted 10 mins after class has started.
Studio Etiquette
Phone:
We kindly ask that you turn off or silence your cellphone before class begins to avoid interruptions.
Video Recording:
To respect others’ privacy, we do not allow recording in group classes.
Classes, Packages and Memberships
Do you accept cash?
No, we don’t accept cash. We accept credit cards and e-transfers.
What is your waitlist policy?
If you are added to a class from the waitlist, you will receive an email notification up to 12 hours before the class start time.
You may remove yourself from the waitlist at any time by logging into the account used to book.
If you are moved off the waitlist and into a class, the following cancellation policy applies:
You must cancel at least 4 hours before the class start time to avoid penalties. If you do not cancel within this window or fail to attend the class, a late cancellation or no-show fee will apply, as outlined in our general cancellation policy.
What is your cancellation policy?
All group classes and private sessions require a 24 hour cancellation notice. Packages and memberships will forfeit their class or session if the class or session is not cancelled in advance of the noted cancellation period. Cancellations are to be done via your account only. We do not accept cancellations by phone, text, or email.
What is your refund policy?
All sales of services are final. Classes and private sessions are non-refundable and we do not accept requests for price adjustments.
Are classes transferable?
No, all private sessions and classes within a purchased class pack and membership are non-transferable.
Can classes be rolled over into the next subscription cycle?
No, any unused class credits cannot be rolled over onto your next package or membership purchase.
Can I put my monthly membership on hold?
Yes, you may request to place your membership on hold. Members are allowed up to two (2) freezes per calendar year, for a combined total of up to 60 days.
To be eligible for a freeze:
Each hold must be for a minimum of 2 weeks.
You must provide at least 6 days' notice prior to your next billing date to avoid automatic charges.
Please email us your request in advance so we can process the hold accordingly.
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