our policies

CANCELLATION POLICY

We enforce a 2 hour cancellation policy.

If you do need to cancel, be sure to do so outside of the 2 hour window before class.

Cancelling within the 2 hour window before class will result in the following:

UNLIMITED MEMBERSHIPS

Whether you late cancel or no show, you will be charged $20.

CLASS PACK USERS

If you late cancel, you will lose the class from your pack. If you do not show up for class (without managing your spot) you will lose the class automatically.

WHAT ARE LATE CANCELS?

If you cancel your spot within the 2 hour window before class, this will be classified as a late cancel.

Late cancel fees will be processed within 24 hours of the late cancel.

HOW TO CANCEL

Please cancel your spot through your account, via our website or app.

WHY?

This is in fairness to fellow members who would like to sign up for class.

This is in fairness to us a business, as we rely on filling each spot to pay our bills.

This is in fairness to our instructors.

We always work with members to ensure everyone understands our policies. Exceptions are made for illness, injury and inclement weather.

SIGNING IN FOR CLASS

It is the member’s responsibility to ensure they have been checked in for class to avoid a no-show penalty. If you are unable to connect with someone at the front desk before or after class, please speak to an instructor who will ensure you’re accounted for. Failing to check in will result in a no-show charge of $20.

COMMUNICATION

We are a small team. We do not respond to emails over the weekend unless urgent. Please allow 2-3 business days for a response, however we make an effort to respond in a timely manner whenever possible. All membership or account-related questions must be communicated via email. We do not respond to such inquiries over social media.

DISCOUNTS AND PROMOTIONS

We offer a 10% off discount on class passes and memberships with valid student ID.

Discounts cannot be applied to Introductory Offers, as they are already offered at a discounted rate.

WAITLISTS

We want everyone to have a chance at attending class! Our waitlist management system is set up to auto-enrol members based on the order in which they joined.

Members will receive an email notification when they’ve successfully been added to class from the waitlist.

Additionally, members will be able to see where they are in line, and how many others are on the waitlist.

The system will continue to auto-enrol until 60 minutes before class begins.

Should you no longer wish to attend class, please take yourself off the waitlist to avoid being added and then having to late cancel

ARRIVING LATE

We certainly understand that life happens, and sometimes you arrive late. But as a business, we must be mindful of how latecomers impact the class experience for both members and instructors.

If you are new to our space, please arrive at least 15 minutes before class. The doors will be open 30 minutes before class begins.

NOTE: latecomers will NOT be permitted. Classes start right on time and we lock our doors 1 minute prior to class starting.

We ask that you please respect these policies to preserve the integrity of our class experience.

MANAGING YOUR MEMBERSHIP

It is important to note that members are solely responsible for managing their own membership. Please refer to the terms and conditions of your membership for information on how to cancel your member. All cancellations must be done 30 days prior to the next payment date, and must be submitted via the online form.

MOVE EAST is not responsible for cancelling a membership, unless we have received the required cancellation form a minimum of 30 days prior to the next payment date. We do not respond to cancellation requests via social media.

It is the member’s responsibility to familiarize themselves with the terms of the membership which are clearly laid out in the Membership Agreement on your online Account.

FREEZING MEMBERSHIPS

Freeze requests must be submitted via email no less than 2 weeks before the freeze date. We do not respond to freeze requests over social media.

All recurring memberships can be frozen once per year.

All class packs (except for the Intro Offers) have a 4 month expiry and can not be frozen.

As always, we strive to accommodate our members where possible. Please email us if you have any questions or require special accommodation. Please respect this policy, as it is very time consuming for us to manage frozen memberships.