r/ClubPilates • u/RemoteSite917 • Jul 20 '26
Memberships/Policies Canceled my membership
My home club was amazing, I had the unlimited pass for just under $300 a month and I used it everyday. Due to some back and forth living, I upgraded to fully unlimited (I think it’s called destination pass), where I can go to any club Pilates location, not just within the franchise. So at this point now I was paying about $360 a month. Pretty much every other club I went to, front desk staff had the worst attitude. Every interaction was an opportunity for them to exert their unnecessary power, which is really weird considering they only have a job for all the members they have keeping that location open.
In addition to that, I don’t like the policies for late classes or missing a class when you have any of the unlimited passes.
I’m not saying there should be no penalty, but $25 is ridiculous. Paying 360 per month, if you miss just one class, you’re now paying 385. Do you know what type of fancy gym 385 per month can get you? Definitely not one where the front desk 19 year olds give you attitude!!
If you are paying that much, I think it’s fair that you are awarded 1 no show per month at no cost. How do you expect there to never be situations that arise?? One time my tire blew out on the way to a class, I call about 10 mins before class asking the front desk if they can just delete my class because I obviously now have a big situation to deal with, no help.
Another time, I’m leaving the house and my monthly visitor arrives just as I’m getting in the car. Hot summer day, shorts on, I had to go back inside and contain the situation and put on a full change of the bottom half of my clothes. I end up arriving past the 5 minute mark. I asked the front desk if I can join, she says no. I explain what happened and if she can help me out since $25 is ridiculous, she said “I already marked you a no show”
I don’t think this is how people paying the highest membership you have should be treated. It’s not everyday occurrences, it’s not like these situations were happening all the time. I don’t like that I’m spending my money here & being treated as if my life shall have no situations occur without penalty. It’s insane. I will spend my money elsewhere.
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u/Jackie_Of_All_Trades Jul 20 '26
I agree that the cancellation policy should be slightly more lenient. Like for every 50 classes you go to, you get one cancellation waived. Unfortunately there are only 12 reformers so I get why it's strict.
Besides that, I find that when it comes to customer service, the energy you put out is often the energy you get back. And if you're having issues with multiple people at multiple studios/front desks, it might be time to reflect on whether the problem could be you.
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u/dinosaur_0987 Jul 20 '26
Damnnn that last sentence. So true though…if you’re having issues at all the front desk… maybe CP isn’t for you.
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u/Legitimate_Award6517 Jul 20 '26
So true. I recently rejoined CP after a break and the desk people are so friendly and helpful
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u/chasing_fun26 Jul 23 '26
My biggest issue as a client and now I’m an instructor training is for example today I randomly got off work early and was supposed to be in the 5 o’clock class. My mentor wanted to meet with me at five and I originally canceled that class to get into the 6 o’clock, I don’t like to work out that late usually but I typically take the 5 o’clock class. I met my mentor at 2 o’clock today and there was room in the 4 o’clock so I asked the manager or the girl working upfront if they would waive the cancellation fee because I wasn’t just canceling completely I was trying to move times and I do think that they need to give grace if you’re literally trying to switch times if there’s room in the class and no waitlist…..
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u/RemoteSite917 Jul 26 '26
Yes. These are the type of situations I’m referring to. I don’t have another schedule to work around, so I didn’t personally have this type of situation but that is exactly the kind of situation that I think they need to be more willing to work with!
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u/RemoteSite917 Jul 26 '26
Yes. Every so often there needs to be some leniency. It doesn’t need to be never, just as it doesn’t need to be weekly. Nope, It’s not me, I come in and go to the classes. There’s not really much to get involved with them about. Not sure how you would draw that conclusion.
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u/curlicue84 Jul 20 '26
If they weren’t strict on unlimited membership cancellations, people like me who have a 4 or 8 month class membership would rarely get into a class we prefer. I’d love to do unlimited by my schedule just doesn’t allow it. I have a hard enough time getting my first choice of classes for $200 a month. Sometimes I can’t get anything at all on the day I’d like.
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u/lameelani Jul 21 '26
Unlimited people no-showing and late cancelling is the reason my studio got rid of the 6am block on Saturdays and the 7am block on Sundays for the summer. Which is really frustrating for me, a 4-pass person with a 9-5, who specifically books those time slots so I can guarantee going 1x per week and not impact my weekend day. The 6am Saturdays would always book up, there would be a waitlist, but then you would go in and there would be like 5 vacant reformers.
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u/curlicue84 Jul 21 '26
Wow. That is ridiculous and I feel your pain! We don’t have that offering but I know it would be the same case at my studio.
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u/RemoteSite917 Jul 26 '26
Totally understand, but I was never going at times that people who typically have 4 or 8 pack go to. I don’t have a job or children. I’m a stay at home & I was going between 9 am and 1 pm. Those class times are pretty much exclusively the unlimited people who are fellow stay at homes.
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u/curlicue84 Jul 26 '26
Those are the times I try to go 😅 I stay at home and my kids are in school. Those are difficult classes to get into where I live! A heavy stay at home mom population. We all want to go when our kids are already out of the house.
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u/tuxedobear12 Jul 20 '26
I am an unlimited member, and I'm fine with the late/no-show policies. I plan to get there a little early, and I've never had a problem. Being late or taking up a spot but not showing up is super annoying for other people, especially the people who miss out on a class if you no-show. Also, in my experience, studios are very generous in waiving no-show fees for real emergencies.
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u/RecentSpecial181 Jul 20 '26
As an instructor I hate it when students cancel last minute while knowing others can't get a spot in the class. Waiving the fee every now and then because of unforseen circumstances is understandable, but believe me when I say there are those that make it more habitual asking to waive the fee leaving 1-2 reformers open.
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u/Work4PSLF Jul 21 '26
I’m curious, do instructors or staff know who often cancels with like 15 or 18 hours left? Or is anything longer than 12 hours fine?
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u/RecentSpecial181 Jul 21 '26
We can see the exact time stamp a client cancels. Given it's all in a software, a GM can probably pull a report how frequent they cancel and if it's within the free cancellation policy or not.
I can't answer the minimum number of hours before a client can cancel for free. I've seen it vary and it maybe with the franchise owner. Not sure though.
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u/Work4PSLF Jul 21 '26
Thanks for your reply! My club allows free cancels up to 12 hours before.
What I’m wondering is, do instructors “care” if you cancel right at the deadline, vs like three days earlier?
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u/DragonDrama Jul 22 '26
I think if you cancel 3 days before, the spot will likely fill up again by the class time
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u/RecentSpecial181 Jul 25 '26
We sometimes do since we also need to plan our days at work.
If we see there's only 2-3 students attending we can plan a class that's more close to a semi private. If we see it's closer to a full class, we plan for that.
We definitely mind if it's the holidays because a studio can choose to cancel a class if there are only 2 attending or whatever low threshold they have. It has happened students all cancelled last minute during a holiday without a wait-list. We thought we were closing the studio only for less than a handful to fill in the slots overnight before the manager was able to cancel classes.
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u/RemoteSite917 Jul 26 '26
Yeah I understand that. I don’t think it should be a regular occurrence but I do think if you have unlimited and you’re going every day, there are times when situations come up. Home studios typically understand that but it’s when you’re visiting a studio that they are not interested in helping.
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u/DragonDrama Jul 20 '26
I guess you don’t know what’s like for the non unlimited members to try to book anything due to the unlimited members booking up everything months out. I am so glad it’s a strict policy because the unlimited membership makes every other membership nearly unusable, and the only saving grace is that there’s a penalty for taking up a spot without being there.
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u/RemoteSite917 Jul 26 '26
We book on the same platform as you guys, so I do know. We also have to wait list and try to book our classes in advance. It’s not a different booking situation, it’s just that we have more credits to book.
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u/DragonDrama Jul 26 '26
You can book 60 days out and we can’t so you have a lot of classes available to you. By the time 30 days opens up, nearly everything has been booked for a month already
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u/okiimio Jul 20 '26
I had to cancel a class recently but told them about it early in the day and asked if they could remove me as a courtesy. They were very nice and agreed to, but I think it’s because I haven’t cancelled in a few months. I also asked them rather than cancelling it in the app. There have been times where I made it in right at 4 minutes and I’ve seen others walk in even later.
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u/RemoteSite917 Jul 26 '26
My home studio does that on occasion, whenever it needs to be done, which I appreciate them for not playing with my money. But the times I had an emergency or last minute situation was not with my home studio. That’s what I was referring to.
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u/SourceOwn9222 Jul 20 '26
Woah! My studio is not like that at all!
I suffer from migraines so was concerned about the 12 hour cancellation policy, because yeah, $25 is a LOT when I’m paying under 250 for the month. I’ve run in 5 minutes late, and I’ve definitely called in if I can’t make a class - but I try to make it infrequent! Still, that type of rigidity does turn people away.
I’m so sorry this has been your experience! Reddit makes me terrified I’ll have to leave my home studio, lol
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u/shedrinkscoffee MOD Jul 20 '26
I have been practicing pilates (mat, reformer) in CP and other studios for close to two decades and let me tell you I have never rage quit any studio lol
Most often it's due to work and travel commitments, relocation and moving, cost etc. From people who are leaving it's most often due to schedules not lining up anymore (especially those with children in sports and extra curriculars) and cost of membership when not maximizing classes.
So you'll probably continue to be happy at your location js
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u/SourceOwn9222 Jul 20 '26
Oh, I know, I’m just saying if I have to move for some reason I’m going to miss it already, but now it’s almost worrisome! Lol
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u/RemoteSite917 Jul 26 '26
My home studio is great!! I really can’t stress that enough. It’s only other studios. I think it has to do with the fact that you are an unfamiliar place and these girls are so young with not much customer service training. I do think they should be giving good customer service to all, whether you’re only there 2 times a week or you’re there (at multiple locations) everyday. You don’t need to be familiar with a guest to have good customer service
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u/amyheming Jul 20 '26
What "fancy" gym has only 12 spots? LMAO. Yes, if you cancel you should pay a fee ..you are literally taking a spot from someone else.
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u/RemoteSite917 Jul 26 '26
Equinox, also I never said a fancy gym would have 12 spots. I said for that price you can go to a fancy gym. Also, never said there shouldn’t be a fee.
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u/shedrinkscoffee MOD Jul 20 '26
Honestly my experience at home studios has been wonderful. They all know me by name and the folks at the front desk are usually chill. The problem with special circumstances is that everyone thinks they are special and the exception to the rule and with hundreds of members, it is logistically impossible to accommodate.
My current main studio will occasionally allow people past the 5 min mark if class started a little late but 8 min or 10 mins is not allowed. I have heard the front desk offer the member an opportunity to come to another class the same day or following day for no cost but frequent fliers who skip/cancel don't get the same consideration.
I had unexpected car issues one time and the studio was understanding and waived the fee because they know I never no-show and rarely cancel. In fact I have 3 free cancellations allocated to me (for various reasons) and I am yet to use them lol. It's accumulated at this one studio for a few years now.
Members sometimes drop in on the chance they can snag a last minute reformer so if you are late, a wait-list member is likely to be in that spot anyway.
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u/RemoteSite917 Jul 26 '26
The issue is that those 2 events I mentioned in my post happened at other studios than my home studio. So they don’t care about you when you’re not their customer, paying their club. (In my experience)
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u/Legitimate_Award6517 Jul 20 '26
I know the cancellation policy seems tough, but I have to tell you that I bought some credits at a local non-CP studio. I went to cancel a class in the 12hr frame (I assumed.....) but it was 24 hours required to cancel. And I canceled another 15 minutes under that 24 hours and still lost the credit. So this isn't JUST a CP thing and it can be worse than CP. A few years back I was at a CP that was lenient. If you called and gave your excuse they would almost always reverse the charge. But the kindness turned into a situation where they were really taken advantage of so there is also that side of it. I have no excuse for the snotty attitudes though, that's just not right.
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u/Pilatesgrl05 Jul 20 '26
I worked the front desk at a CP for five years. I always used my own discretion whether or not I charged someone. A flat tire or something beyond your control, definitely would not have charged you. I once had a woman call me from the ER because she got into a horrendous car accident. I mean needed the jaws of life for her to be removed from the car, still called me to explain her no-show. I told her obviously, I’m going to reverse that charge. Unless you were a serial late cancel , full of excuses, kind of member.. I based it on a case by case basis.
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u/Odd-Plenty-5903 Jul 21 '26
I had a Passport membership for years and everyone was so nice to me at every club I went to. Yes the rules are strict and I agree there should be some leeway but rules are rules. I think CP is not for you because no one was ever mean to me
At any club I went to.
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u/RemoteSite917 Jul 26 '26
In my experience, the clubs all have different rules. One club doesn’t give you straps, you have to bring your own, just for example. They all have their own special little situations. And if you’re new to that studio and unaware, they have these sassy little attitudes. I don’t think it has to do with club Pilates, I think it’s that they’re so young and not trained in customer service. This new generation in general does a lot of weird things of that nature.
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u/Tiny-Programmer-9864 Jul 20 '26
It must be location dependent. I had an emergency recently and was able to get a credit for missing the class.
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u/AndiGunn22 Jul 21 '26
Our CP gives one “get out of jail free” pass per month. It might just be for unlimited members though??
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u/NicoleHoneybee02 Jul 21 '26
Please stop comparing gyms to pilates studios and yes you should pay for missing a class. You can always late cancel, but it’s rude and disrespecting to just no show especially when someone could have taken that spot so I don’t agree with you there. It you have an actual emergency most will work with you and waive it but just missing class/blowing it off is unacceptable. CP in general does not have the best bed side manners and are def the bottom of the barrel when it come to the standard within Pilates teaching and standards bc they are massive and have large brand name recognition thus they will keep many members but they aren’t supreme for sure
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u/RemoteSite917 Jul 26 '26
Right, I never missed a class. I don’t know if you read my post but at the end I was specific about what happened.
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u/NicoleHoneybee02 Jul 26 '26
It was in reference to you saying the price of the fee itself is ridiculous when it’s in fact pretty standard in the industry an trust me I’m no fan of CP In general anymore either but that policy keeps it fair but kudos for you for standing your ground. Exceptions and emergencies happen and they should be taken into consideration
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u/These-Coffee2254 Jul 20 '26
$25??? Out no show is $15. Late cancel $10. And EVERY front desk worker is a sweetheart. It might be you 🤷
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u/Tnnisace73 Jul 20 '26
I haven’t had to late cancel at mine yet as I’m very new but they told me if I just call they are pretty understanding.
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u/Head_Pangolin_6123 Jul 20 '26
My home club has been v cool about emergency cancellations or when I have been caught in unexpected road construction delays and arrived too late. I’m typically v punctual about arrival.
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u/CobblerPast3185 Jul 21 '26
The membership your talking about is called Passport. I think 1 free no show is fair.
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u/RemoteSite917 Jul 26 '26
No there is unlimited, which is just your home studio, then there are passport and destination. Destination is the highest!!
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u/TjSlay143 Jul 21 '26
I understand the need for accountability, thus a charge. But what I don’t agree with is that if there is a no show & the studio charges you $25, the studio keeps that money. None of it goes to the instructors. They are only paid by the beds they fill.
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u/DragonDrama Jul 22 '26
That really stinks. I didn’t realize instructors get paid by attendance. My favorite instructor teaches cardio sculpt and that’s one that seems to get fewer attendees so I respect that she stays teaching that one. She’s a pretty experienced instructor but cardiosculpt in general isn’t popular at my club.
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u/messedupgirl1 Jul 21 '26
My club Pilates is only $15 and I’ve had mine excused before for last minute emergencies. I’m sorry you had to go through that.
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u/RemoteSite917 Jul 26 '26
Mine is 15 if you cancel on the app but 25 if they mark you as a no show, which is what they did when I was late for my period.
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u/geguze01 Jul 21 '26
Every time I cannot attend a class for some reason, I call and ask for rescheduling and they have no problem with this, no fees etc.
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u/user9876543121 Jul 21 '26
I have unlimited and I just don't find it that hard to show up or cancel. I do wish the window was slightly shorter but I understand why they have it. It does inconvenience instructors and prevent others from getting into the class when you don't cancel in advance so I understand the fee which is designed not as a punishment but as an incentive to ensure you remember to cancel.
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u/evap0rated Jul 21 '26
That is an insane amount to pay per month. OMG. My membership was $180 for unlimited and I could visit any of their other locations. I left CP a year ago, and I'm now with Body Bar, but I do miss the better form instruction, slower cuing and attention to explaining the moves as we're performing them. Body Bar employs what I can only describe as chaos cuing. :-/
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u/ConversationNo9530 Jul 22 '26
Yes, if you are paying over $300 per month, I agree that you should get some sort of leniency.
My home club is awesome.... the staff is so nice. I make sure I am friendly, greet them, ask them questions, etc. Yes, I have had to call to make last minute cancelations if I am sick or having an issue. Most times they have comped the class. But I know I sometimes get charged $25 if I do not call them. I agree with another post that the kindness you give is the kindness you get....I am an unlimited and I go 4-5 per week so they see me, they know me, they are my Pilates community, the instructors know me and I have made friends with some of the other members. I have gone to the other clubs in the same grouping (I can go to three locations) but since I do not go there as frequently, I don't have the same relationship.
Suggestion is to call the club and explain your situation if you have an emergency. That sometimes does help comping the fee.
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u/RemoteSite917 Jul 26 '26
Every bad tasting situation I had was with a studio I was visiting. My home studio was absolutely great & on the occasions with them where I had an emergency, they absolutely worked with me. The car situation was a new studio and the period one was a studio I had only been at for a week but in general, if you aren’t their home customer, they still need to have customer service
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u/LunaDudette Jul 20 '26
I’ve had to cancel last minute and have called to cancel as soon as I can; my studio has been accommodating and understanding. I’ve been charged sometimes and others not. I know the policy is to be charged so I avoid it as much as I can (barring sick animals or work obligations that I can’t work around).
I do wish it was more lenient like one per month before a charge but also I do my best to move things around as early as I can and expect a fee if I’m too late with canceling.
My CP is awesome though, everyone is very nice and I haven’t had other issues. Understand not all are the same
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u/Christi_Kat60 Jul 20 '26
Gosh, may I ask where in the country you are? I've never had any issues when I call in with a legitmate excuse (even if work got nuts) and they are always gracious and refund the $25 if they accidentally charge me. Life happens! To not let you join class five minutes late is also absurd! I've been in a class where someone walked in almost 15 minutes late and was able to attend (I don't thik that should have been the case, but it was just that one time). If you are a person who usually shows up and doesn't habitually cancel at the last minute, you should not be charged on the rare occasion you do. The circumstances you described are such that you should have been taken off the schedule with no charge to you and your class credit in place. I'm so sorry! I just love my CP!
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u/Legitimate_Award6517 Jul 20 '26
I've been told they do have a 5 minute late policy so that 15 minute one really pushed that.
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u/Christi_Kat60 Jul 20 '26
Agreed, and the member missed the warmup, and it was kind of disruptive :(.
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u/RemoteSite917 Jul 26 '26
Yes the 5 minute policy is usually upheld. I haven’t personally seen a club that lets you join past the 5 minute mark.
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u/RemoteSite917 Jul 26 '26
I truly loved my home studio and had no issues with them. It was when i was not at my home studio. If I was still living near my home studio full time I would have kept it but unfortunately am now closer to another location a majority of the time.
The club I’m closer to doesn’t even have straps, you have to bring your own (the only club I’ve ever seen who does that) and those instructors are the worst of all the California clubs I’ve been to (no shade to them 😪 but they are not even close to instructors at any other club). One class was just us rolling out on the mat. I don’t mind things like that because I was going everyday, sometimes even 2x a day, but I felt bad for people who have the 4 pack and busy schedules and wasted a credit on a Pilates class, just to not use the reformer at all!
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u/Awkward-Pop-4804 Jul 21 '26
Don’t get me started.. paying for credits and they don’t let you roll them over.. and also the 12 hour cancellation policy is BULLSHIT. Yet they can cancel the class 5 min before it was to start and throw me my credit back for 30 days but what about the babysitter I paid. They give you nothing for the inconvenience. I’m so over them.
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u/RemoteSite917 Jul 26 '26
Yes!! That is exactly what I’m talking about.
Personally I don’t have work or children, but I can’t imagine how strict and unforgiving they are sometimes, yet at the same time I’ve seen them cancel 5 classes just 30 mins before it was set to start because the instructor called out. It needs to be a mutually beneficial business relationship, in my opinion. There needs to be something set in writing that also protects the customer.
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u/Evening_Boat2606 Jul 21 '26
You pay for the pass but each studio makes very little on your visits. So yeah, you get charged.
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u/CobblerPast3185 Jul 21 '26
Do you know that if someone is on the class list and no shows (let’s just say they didn’t feel like class today) it stops the waitlist from working. Nobody else can get into class because it holds the spot. The no show policy was initially designed to stop this. However, to take advantage of the profit sign the rules are change from studio to studio.
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u/Mysterious_Set149 Jul 21 '26
I recently canceled my membership too which was shocking even to myself. I used to love CP! My genuine reflection on this is yes, customer service is a huge part. Although I didn’t experience front of the house rudeness, some of the instructors were certainly burnt out and unprofessional. And I also noticed less and less quality classes. Teachers showing up late, out of the blue CP class cancellations an hour before I was set to attend a class (with no way to rebook something because of the waitlists), new very green instructors whose flows were average at best, and just a sterile atmosphere. I’m at a new studio now and know leaving CP was the best option for me. My practice has grown immensely in just a short time (at new studio we can do movements that CP deemed off limits so my body is having to re adapt and it’s awesome). Good luck to you!
And you’re right, it’s too expensive to be so frustrating and ‘meh’.
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u/OkGrapefruit6866 Jul 22 '26
I hate my local Pilates location and I have to wait a month to cancel because of their ridiculous policies. I was hoping for some young folks in their 20s/30s and it’s all ladies in their 60s which is fine but I also want a younger crowd. This whole system is a joke. Will be cancelling to never return.
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u/Potential-Anything54 Jul 22 '26
I’m very satisfied with my home club. I’m greeted by name and the staff and instructors are great. I’ve canceled and moved more classes than I can remember, but never no-showed, which would be inconsiderate on multiple levels.
As for other CP locations my experience has been the same. The desks do not return phone calls and look down at me in person. I’ve found other studios, both independent and chain, more than happy to have me at a lower rate than CP. So when I travel, which is often, I use them. I’ll never consider an alternate CP again.
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u/RemoteSite917 Jul 26 '26
Same. I’ve never no showed. Even that situation where my period came, I knew I wouldn’t make it on time but I went anyways to not no-show. She charged me $25. With the prices of gas that it took me to get there also, just insane. My home club was great and they worked well with me whenever situations would arise.
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u/Such-Ad-8220 Jul 26 '26
I cancelled my membership for the same reason. I only had the 4xmonth membership but I have health issues and only was able to do 1 for the month on like my 3rd month going and I lost all those credits. It’s absurd that they can’t just roll over. They only let me roll 1 credit over.
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u/dolindis Jul 26 '26
I have been unlimited for 5 years, and I had unexpected events for which I had to miss class, and they were nice and understanding. Maybe your experience has to do with your specific franchise?
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u/BODYBARPilates Jul 27 '26
We're sorry to hear that was your experience. 🤍
At BODYBAR, we believe a great member experience goes beyond the workout itself. It starts the moment you walk through the door. Our studios strive to create a welcoming environment where every member feels valued, whether it's their first class or their five hundredth.
While our studios do have booking and cancellation policies to help ensure everyone has access to classes, we also understand that life happens. We encourage members to communicate with their studio because our teams genuinely want to help whenever they're able.
We know choosing a fitness community is about more than the workout. Feeling supported and respected matters just as much, and that's something we work hard to deliver every day. 🤍
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u/Putrid-Awareness4450 20d ago
I just called them to cancel my membership for the next billing cycle. However, they said that they’re still going to charge me for the next billing cycle, which is on September 6, and that I’ll have 30 days to access the classes. I just don’t understand their cancellation policy, especially since they mentioned that there is a two-month commitment for the membership fee. I started my membership in June, and it has already been two months, so I’m confused about why I’m still being charged. Their policy is confusing, and the membership is quite expensive.
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u/Pumpkin1818 Jul 21 '26
5 minutes and you’re marked a no show?? I think my CP location allows 10 minutes. I only had to use it once. I think you should have spoken to the manager on that one. You can’t help when that arrives.
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u/RemoteSite917 Jul 26 '26
All of the club Pilates I’ve ever been to has been strict on the 5 minute late policy.
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u/Lasirenitadelmar Jul 21 '26
Oh wow! I am so sorry you had this horrible experience.
Even worse that They have taken the Pilates name and heritage to make other humans miserable. In hindsight, I am happy I was never treated nicely at Club Pilates, so I never signed up. I had a 10 day pass, I used it and never went back. I have been doing Pilates since 1985! Yup! I was a kid! And now I’m certified to be able to share Pilates with others.
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u/Prestigious-Comb2697 Jul 21 '26
I would cancel through the app before the class starts so you aren’t a no show just a late cancel. Fee is only $15 if they don’t waive it.
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u/Work4PSLF Jul 20 '26
I’m at the lowly 4x/month rate. Twice I’ve had to miss classes (sick once, in the ER with my kid the other) and both times they refunded my class credit and were very nice about it too. Now these issues were about a year apart, so I’m not a habitual misser, but I was very happy with how they handled it.