Frequently Asked Questions

NEW TO REFORMER PILATES?

I have never done Reformer Pilates before, is it suitable for me? Should I begin with a private or group session?

It’s all up to you! You can start with group classes, or you can start with private sessions. Our instructors will always offer different spring guides and intensity modifications so you can go at your own pace at all times.

I am not currently exercising, can I still participate?

The answer is yes. Muse is for everybody. That means you can progress at your own pace at all times.

NEW TO MUSE?

Which class is best for beginners?

Our Reformer (all levels) class is the best to start with! If you feel like having a stretch first, jump in to a Stretch & Release class- you won’t regret it!

Do I need to book a class before my first visit? How do I book myself into a class?

We absolutely recommend that you reserve yourself a reformer before your first class. You can do this in the Muse Pilates Studio app—just download it, create an account, and book yourself in from there!

What do I need to know before my first class? What do I wear/bring?

Please arrive 10 minutes before your first class starts so that the instructor can give you a rundown of the reformer (it’s not as intimidating as it looks, promise!). Tight-fitting clothing is always best so that the instructor can keep an eye on your form. Apart from yourself, you only need to bring a pair of socks and perhaps a bottle of water.

Do you have Gift Vouchers available for purchase? How do I redeem a Gift Voucher?

We sure do! Gift Vouchers are available for purchase via our website. You may redeem your Gift Voucher via our Muse app by entering the Voucher ID at checkout.Alternatively, please give us a call and one of our lovely Client Success team members can assist.

Are private classes available?

Yes – Single/ Duo Privates Sessions are available for purchase via our app/ website. Please be sure to email your studio with your availability!

INTRO OFFER & CASUAL CLASSES

How does your $49 Intro Offer work?

Our $49 Intro Offer provides clients with 4 classes to use in a space of 2 weeks (starting from the date of purchase) and is the perfect opportunity to get to know our team, sample a range of different class types and build confidence on the reformer. To get the most out of your Intro Offer, we recommend attending 2 sessions per week. With a couple of days of recovery between each session, you’ll strike the perfect balance and feel the benefits.

My Intro Offer expires today, but the discounts aren’t showing.

Not to worry. Please email or call your studio and one of our lovely Client Success team members can look into it for you and honour the discounted rate for you.

I paid for a Casual Class and was on a waitlist but didn’t get in. What happens now?

Your Casual Class will be reallocated back to your account for you to book it in again! You have 3 months to use this pass.

MEMBERSHIPS & CLASS PACKS

What memberships and class pack options do you offer?

We have a range of membership and class pack options suitable for all different lifestyles. Be sure to check them out via Memberships on our website.

If you have a question about which pack or membership will suit your needs best, please give us a call 02 7908 4969

I just purchased a class pack and can see it in my bank as pending, but when I go into my account it’s not there

Sounds like a technical difficulty… If the transaction is no longer pending and has been processed by your bank, please give us a call for us to investigate further.

Can I upgrade / downgrade my membership?

You betcha! We understand that circumstances change, and we are flexible. If you need to upgrade or downgrade your membership, please email your studio with your request and one of our lovely Client Success team members will have a look at your membership and advise what the next step is.

Can I place a hold on my membership?

It varies between our different memberships. Please email your studio or check the T&C’s for your specific membership for more information.

How do I terminate my membership?

We would be sad to see you go however we understand that circumstances often change. You may terminate your membership once your minimum term is met by emailing our office with your termination request. Our team will send you the cancellation form which must be completed before your termination request can be actioned.

To check your minimum term, please view our T&Cs.

When does my membership expire?

Your membership processes weekly and will not expire unless you request a termination of your membership once you have met your minimum term agreement. You are welcome to get in touch at any time to see where you are currently at in your membership.

When does my membership roll over, week to week?

Day 1 of your membership week starts on your direct debit day. This means you have 7 days from payment date to use your passes for that week.

My membership failed overnight, how do I process it now?

The system will attempt to reprocess your payment once more overnight (a maximum of 2 times). There is nothing you need to do at this point however if you wish to process the payment immediately, give us a call and we can process it over the phone.

I’m returning after my holiday/ membership hold but I can’t seem to book into any classes and it’s asking me to purchase casual classes. What do I do?

When your membership is on hold, the system places a pause on your account which may prevent you from booking in to classes ahead.We can help. Please email us your preferred classes and we can book you in until your hold lifts.

MUSE PILATES APP & MINDBODY ACCOUNT

How do I add / change my credit card details?

The best way to update your billing would be via our website. Just click Login -> Account Info -> and you can update your billing under ‘Payment Info’.

Why did I get charged $14.90? What is a dishonour fee?

When your weekly payment is attempted and fails twice, a $14.90 dishonour default fee is charged after the second default. We will send you a reminder email after the first payment default to let you know.

My App signed me out and now that I’ve signed back in, I can’t see my membership?

This sounds like you may have created a duplicate account. Please email or call us and we can resolve this issue for you right away.

T&C's

What is a waitlisted class?

If a class is currently fully booked, it will be ‘waitlisted’. You are welcome to join the waitlist and if a spot becomes available for you, you will be placed in the class and notified. Waitlisted classes close 1 hour prior to the class starting. Make sure you have your communication preferences switched on!

What is your late cancel / no show policy?

We get it, sometimes unforeseeable circumstances arise and you can’t make it to your class. That said, we have to be consistent and fair with all clients.
So here’s our policy: if you’re unable to attend a booked class, or otherwise seek to cancel your booking within 4 hours of the class starting, you forfeit that class, or if you’re on an Unlimited Membership, you’ll be charged a cancellation fee of $10. If you don’t attend the class and haven’t cancelled your spot, you will be charged a $15 no-show fee.

So if you can’t make it, don’t be a stranger and let us know sooner than later! Please note: cancellations will only be accepted via cancelling on the Muse or Mindbody App and Website. We do not accept cancellations via email or socials.

Is there an age limit?

Yes – You must be at least 16 years of age to attend classes at Muse Pilates Studio. Parental/ Guardian consent must be emailed to your studio for those that are 16 or 17 years of age.

know more about the studios

Do you have change room facilities?

Yes, all studios have change room facilities either in the studio or building.

Can I bring my baby or child to my class? Do you offer a crèche service?

Unfortunately no. Children younger than 16 years of age are not permitted in the studio.

Can I still join a class if I am running late?

It’s important to warm up before you work out. If you are more than five minutes late for a class, the instructor may not allow you to participate in the class. This is determined at their sole discretion.

I can’t find your studio. What should I do?

There is nothing worse than not being able to find your studio when class is about to start. But don’t worry—we’ve got your back. If you ever find yourself in this situation, just give us a call on 02 7908 4969 and we’ll help you out with some directions. Please note we are only available 9-5, Monday to Friday.

injuries/pregnancy

Can I still attend Muse Pilates if I have an injury or am pregnant?

You may attend Muse Pilates if you are a pregnant client up to 40 weeks. New clients can visit us up to 35 weeks. Pregnant clients up to 16 weeks can attend all class types. Once over the 16 weeks, you should only attend Fundamentals, Essentials, Booty Burner and Fire Up classes.

For those with injuries, you are able to attend as you have been cleared by your treating practitioner. Make sure to let your instructor know of your injury before each class.