FREQUENTLY ASKED QUESTIONS

MY FIRST VISIT

  • Reformer classes are on the 1st Floor, 5 Prince Edward Road, Hackney Wick E95LX.

  • For all classes please arrive 10 minutes BEFORE your class start time, but no sooner as another class may still be in progress.

    We have a 5 minute late-comer policy for Reformer. We must be strict on this as it isn’t safe for the teacher to be distracted by joining a late-comer into the class.

  • Grippy socks are mandatory in reformer classes. If you forget your socks we can sell you a pair on arrival.

    Please bring your own water bottle, everything else you’ll need for your class is provided.

BOOKING + CANCELLATIONS

  • Classes are subject to a strict 8 hour cancellation policy. You need to cancel more than 8 hours before your class start time in order to keep the credit to use against another class. 

    More info here: https://www.strongandbendyreformer.co.uk/cancellation-policy

  • All classes must be booked in advance by logging into your account on our website, or by downloading the Strong + Bendy Reformer App.

  • No. All classes must be pre-booked either via our website or Strong and Bendy Reformer App.

    We cannot accept cash or face to face bookings.

  • Please don’t ask that we credit classes back onto your account that you either late cancelled or didn’t show-up for.

    We know it’s upsetting when you miss a class or lose out on a credit but we get asked so regularly we have to be strict in order to run a viable business and keep Strong + Bendy open for the customers who love visiting us. 

  • If a class is at capacity a waitlist opens up.

    If you’re on a waitlist for a class, please regularly check your emails and texts as if someone cancels you will be automatically added onto the class list and notified via email and text.

    You’ll need to have your account email and text notifications in your settings to ‘on’ to receive these waitlist alerts.

    We can set these up on your behalf or you can do so in your account settings.

  • No, only show up if your account shows you as booked in. We’d hate to have to turn you away.

  • Can I extend the end date or pause a pass I’ve bought? 

    All purchases have an end date which cannot be altered after purchase. It is the customer’s responsibly to buy the pass at a time when they know they will be able to make use of it. 

    Can I get a refund on a pass I’ve bought? 

    We do not offer refunds. If you are in any doubt about what is the right class/ membership / bundle for you – feel free to email Julia our Studio Manager at julia@strongandbendy.co.uk before purchase. 

    Is there any flexibility on this? 

    Sorry there isn’t!

  • If you do not cancel your class and don’t show up, you will be charged a £10 no-show fee the following day.

    If you forget to check in and believe you’ve been charged in error, please Whatsapp us on 07507931847 and we can rectify this for you.

MEMBERSHIPS

  • If you want to visit Strong + Bendy Reformer regularly, a membership is the most cost effective way to do so.

    If you sign up to a membership via our website or app your card will be automatically charged each month and your membership will renew.

    The classes included in your membership must be used within the month and do not roll over.

    If you do not use all your passes each month you can downgrade to a smaller membership or you may be better suited to buying our drop in classes paying as you go. 

    All classes must be booked in advance – the easiest way to do so is by downloading the Strong and Bendy Reformer App.

    You can also book by logging in via our website.

  • Yes! Once in a 12-month period a member can pause their membership.  But not within the first 2 months of your membership.

    What happens when I pause my membership?

    Membership pauses need to be a minimum of 2 weeks. You can pause for a given period of time (EG 2 weeks for a work trip) or an indefinite period of time due to illness.

    Either way your membership payment will be pushed back for the number of days or weeks you end up pausing for.

    Can I book for classes in the future when my membership is paused? 

    No, you will only be able to book into classes for the future once your membership is active.

    Be mindful of your new regular payment date 

    A membership pause will inevitably change your monthly payment date. Please be mindful that by pushing it back it may no longer be in line with your pay day.

    Can I pause for less than 2 weeks?

    Sorry no! It’s really common that a member takes a few days off or goes on a holiday. We cannot go through the administrative process of pausing memberships for such a short period of time.

    Can I pause more than once in a year? 

    No. If you find you’re regularly needing to pause your membership it’s likely a recurring membership is no longer the best fit for you. You can purchase class bundles instead here. 

    How do I pause my membership?

    Please email our Studio Manager Julia on Julia@strongandbendy.co.uk.

  • Yes! Your membership offers top-up classes at a discounted cost (purchased via our Strong + Bendy Reformer App).

    If you’ve used all your classes, simply click on the class you’d like to book and you’ll see an option to buy a MEMBERS ONLY class which will be cheaper than our normal drop-in classes.

  • You are only tied into a minimum commitment of 3 months, after that you can cancel at any time just email julia@strongandbendy.co.uk if you want to make any updates to your membership. 

  • No, unused passes do not roll over into the following month, so make sure you use them in your membership period!

    If you do not use all your passes each month you can downgrade to a smaller membership or you may be better suited to buying our drop in classes as paying as you go. 

  • If your membership doesn’t show up in the Strong + Bendy Reformer app it’s likely because you’ve registered on the app with a different spelling of your name or a different email than you originally used to book from us.

    Please check that the details in the app match exactly the name and email on your purchase receipt.

    Alternatively, you are looking at trying to book classes outside of your membership monthly cycle so it isn’t showing an active membership. You can book into classes once your payment goes through.

    You can also email our manager julia@strongandbendy.co.uk who can assist you.

  • You can cancel your membership anytime after the initial 2 month minimum commitment. To cancel please Whatsapp us on 07507931847 or email julia@strongandbendy.co.uk at least 48 hours before your next payment date.

OTHER

  • Please choose one of our CHILLED reformer classes, this will be the only class on the schedule suitable for you when new to taking reformer pilates classes.

    Further FAQs can be found here, or if you have any other questions please email our manager julia@strongandbendy.co.uk or Whatsapp us at 07507931847.

  • Our reformer pilates classes are not suitable if you are pregnant, the chilled classes are suitable for post-natal customers so long as you’ve been signed off by your mid-wife to exercise again.

    Please email studio owner Rhian if you have any questions or need reassurance: rhian@strongandbendy.co.uk. Rhian is pre/post natal qualified. 

  • We don’t have showers and changing facilities.

    We have 2 gender neutral WCs.

  • Yes, some of our teachers are able to offer private sessions. Please email our owner rhian@strongandbendy.co.uk for more info.

  • It’s often possible to accommodate an injury or pain you have by modifying the class to suit your individual needs. Please book into one of our CHILLED classes.

    It’s really dependent on the nature/ severity of your complaint and the advice you’ve been given by a health professional. 

    Often participants come with mild knee, ankle, wrist, and lower back pain; which can be worked around. It’s a good idea to come early to class to discuss your needs with the instructor.

    For anything more serious please contact us in advance to discuss: rhian@strongandbendy.co.uk.

  • You have 1 month from the date you purchase your welcome offer to use your 3 discounted classes.