Frequently Asked Questions
How do I book?
You can book online through our website by following the bookings link in the menu above or through the MINDBODY connect app (Free app available for IOS and Android users). You can also give us a call on 1300 920 520 or shoot us an email at firstname.lastname@example.org
What is your 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. Credit card or account details are required to book your first appointment.
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.
Please do not call or reply to the mobile number that reminder texts are sent from. Confirming your appointments via this number is the only action that this number allows, any other information does not reach us.
Your practitioner or trainer will usually give you their mobile number so that you can get in touch if you have any questions about your session or exercises that they have prescribed you. As mentioned above, if you have any questions relating to your bookings such as rescheduling or cancelling, or questions about your membership or payments, please contact reception.
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. If you are participating in a class, please let your trainer know at the start of the class.
Are there any forms that I need to fill out? What information do I need to provide?
Before attending any group training sessions or personal training sessions with us you will be required to complete a pre-exercise questionnaire. This will either be emailed to you prior to your first session or completed when you come into the studio. Any paperwork or information for individual appointment will be discussed with you when you are booking your appointment or during your first session.
You are required to secure your appointments by providing us either credit card or bank details, and by doing so agree to our cancellation policy, which is outlined above.
How do I get there? Where do I park?
We are located in the middle of the main strip of Footscray at 184 Barkly Street. 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 2-hour street parking all around us, as well as a car park on Droop Street, which is directly behind us and has easy laneway access. There is also a Coles and 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 8-10 minute walk away. There are also several tram and bus stops within walking distance, just 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 bring along, 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 if you are claiming through WorkCover or TAC, or your case manager or representative if you are claiming through your employer.
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 (ECP). 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 are a private clinic and do not bulk bill sessions so there will be a cost to you. This will be dependent on whether you are a concession card holder and also what service you are coming to see us for, which can be discussed with us upon booking your appointment.
What facilities does your studio have?
In addition to the state of the art, high quality equipment, our studio provides bathroom, shower and toiletries for client use.
What should I bring along with me?
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.