Frequently Asked Questions
+ How do I book?
You can give us a call on 1300 920 520 or shoot us an email at firstname.lastname@example.org To do it on your own time our appointments can be booked through the MINDBODY connect app (Free app available for IOS and Android users).
+ What is our cancellation policy?
All of our appointments have a 12-hour cancellation policy. If you cancel or reschedule your appointment within 12 hours or do not show for your appointment, you will be charged in full.
+ A class that i want to attend is fully booked, what can i do?
If any of the classes that you are trying to book into are full, there will be a ‘waitlist’ option instead of the usual ‘book’ options. If you select the waitlist option then you will be placed in the queue for your chosen class and you will be notified (by email or phone) if a spot frees up.
+ How do I change my appointments?
For any changes that you need to make to your appointments or membership please call reception on 1300 920 520 or send us an email, email@example.com with your request. Remember that we have a 12 hour cancellation policy and fees will apply if you make changes within 12 hours of your appointment start time or do not show for your appointment.
+ Will I get reminders for my appointments/sessions?
Text message and email reminders are sent the day prior to your booked appointment. We ask that you follow the steps on the reminders to confirm your appointment, this will let us know that you are aware of your appointment and we will not have to give you a reminder call. Please be aware that responding to the text to cancel your session or by not confirming does not cancel your session and it will remain booked. You will need to call us on 1300 920 520 to cancel or reschedule your appointment.
+ I have an injury or a medical condition. What do I do?
During your initial appointment with us, you will need to give us information on any injuries that you have had in the past or that you currently have. We also need to know if you have any medical conditions that may be impacted by exercise.
It is your responsibility to keep us updated on any new injuries that you have. If you are unsure on whether or not you should attend, please give us a call.
+ Are there any forms to fill out? What information do I need to provide?
Any paperwork or information for individual appointments will be discussed with you when you are booking your appointment or during your first session. For ongoing sessions we will set you up with a direct debit payment and you will need to bring along your preferred banking details.
+ How do I get there? Where is the best place to park?
We are located at level 2, 109-111 Nicholson which is on the corner of Paisley St and Nicholson St. Our front entrance is via Paisley St. It can get quite busy during the day, especially around lunch time, however, before and after hours appointments should have no issue finding a parking spot. There is free street parking all around us, as well as a car park on Droop St and Irving St that are witin walking distance and have free 2 hour parking. There is also a Coles Shopping Centre car park a short walk from us, with a small fee for parking. If you are coming by public transport, Footscray station is the closest and is an 4-5 minute walk away. There are also several tram stops within walking distance and bus stops right out our front door on Paisley St, please head to the public transport website for route numbers.
+ I have approval through workcover or TAC, What do I need to do?
You will need to send, or forward by email, any documents that you have from your employer, insurer or TAC stating that you have approval for specific services. We will also need your claim number and contact details for you case manager or representative so that we can contact them. This needs to be done prior to your first appointment so that we can confirm your approval. Gap payments will apply so please contact the studio to determine the cost. If you do not have any of the above information you will be required to pay for your sessions in full at the time of your appointment for which we will provide you with an invoice to seek reimbursement from your insurer.
+ My GP has given me an enhanced primary care plan (EPC). What do I need to do?
Please give us a call to book your first appointment so that we can make sure that you are seeing the correct person and answer any of your questions before visiting. You will need to bring along your EPC documents that your GP has given you to your session as well as your Medicare card and a bank card that has a savings or a cheque account. We bulk bill (excluding sessions with our senior exercise physiologists) during 10am and 4pm , outside of these hours you will need to pay the full cost of the consult which you will then receive your Medicare rebate on.
+ What should I bring?
We provide gym towels for you to use during your workouts, however, you can bring your own if you would like. Please place any towels that you borrow from us in the laundry bags provided. Bring along a water bottle, we have a chilled fountain to help keep you hydrated.
+ What should I wear?
Comfy clothing that is breathable and you can move freely in is best. If you are attending a group session or personal training session, please wear trainers. Shoes are not required for Pilates groups however, please bring/wear socks.