All your questions and queries answered...
I've never been to the studio before, how do I sign up so I can join classes?
If you've never been to the studio before, please click the button 'Book Class Today'' and complete the online waiver form. There you will need to complete your contact information, payment method and select your preferred membership pass. Once we have received the waiver, one of our team members will review it. Once approved, you will be emailed an invitation to download our app. You will use the app to book class, purchase membership passes and track payments.
If you have a phone from overseas, you may not be able to download the app so please email us and we will assist you further. It's very important to note you do not need to sign any more waivers - use your app for everything!
What if the class is full?
If the class you'd like to do is full, there are 5 spots on the waiting list. If a spot opens up, you will receive a text message that you have been added to the class.
How far in advance can I book class?
You can book class 1 week in advance.
How do I check what class I'm booked into?
At the bottom of the app, click 'Booked' and you'll have access to 'Upcoming' and 'Past' bookings.
I've finished my membership pass, how do I purchase another one?
On the Passion Studio app, click on the icon in the top righthand corner, then click 'Memberships', then click 'Add Membership' and select your preferred membership pass. Please do not sign a new member waiver via the website to buy a new membership - this will create new accounts and cause errors with your booking so please do not do this.
I've booked a class via the app, what do I do when I arrive at the studio?
You must check-in when you arrive at the studio at the reception desk for all classes. If you do not mark you name, then you will be marked 'absent' and you will incur a fee. It is the responsibility of the member to check-in at reception.
What is your cancellation policy?
You can cancel without any fees anytime before 4 hours of the class start time. For example, if you have a class booked for 6:30pm, then you can cancel for free anytime before 2:30pm that day. You must cancel the class via the app. If you cancel in the late cancellation window (so in this example, if you cancel after 2:30pm for a 6:30pm class), then you will incur a $10 late cancellation fee. We are strict with this policy as a lot of our classes get full, and it is not fair to be cancelling late, which can mean someone misses out on a spot in class.
What if I don't turn up to the class I booked?
You will incur a $10 absent fee.
How do I check my payments?
In the Passion Studio app, click the icon in the top righthand corner. Then click 'Payments'. You will see whether the payment is 'paid', 'upcoming', 'pending' or 'failed'. You can also check your payment method here too. If you want to change your payment method, please email us at firstname.lastname@example.org - this feature is not currently available via the app (we're working on it!)
What are 'failure fees'?
When Ezidebit (the payment provider) try to process payment from your nominated account (card or bank account), if the payment fails, they will charge a fee. This is not a fee charged by Passion Studio. Hence we always encourage you checking you upcoming payments via the app and always ensure there are sufficient funds in your account for withdrawal.
When do payments normally come out?
As a general guide, payments usually come out the next business day after purchase and these are processed by Ezidebit. On the waiver that you signed, there is a comprehensive description of the timing of payments by Ezidebit. Depending on your financial institution, sometimes payments take 3 days to come out of your account.
If you have any other questions or would like further clarification, please don't hesitate to reach out.