Cancellation Policies

1 Class Pass, 10 Class Packs, New Client Intro Month and One Year Unlimited Purchases

  • Payment for classes must be received prior to the scheduled class time to ensure your spot.
  • Class Packs, Intro Months and the One Year Unlimited are non-refundable, non-transferable and must be used within the expiry date provided when you made the initial purchase.
    • Intro Months expire 30 days from the date of purchase, whether any classes have been attended or not.
    • 1 Class Passes expire 6 months from the date of purchase. 10 Class Packs expire 12 months from the date of purchase.  If you don’t use all your classes in your pack within the respective months, you will lose them.
    • The One Year Unlimited expires 365 days from the date of purchase and cannot be extended or put on “hold”.
  • Prices are subject to change without prior notice. In the event we have a sale, refunds will not be given for reduced prices, just as we will not ask you to pay more for an increased price after your payment is received.
  • If you are using a Complimentary Class Pass, you must contact us before the class you wish to attend so we can ensure a spot will be available for you.
  • If you have a 1 Class Pass or 10 Class Pack and cancel a class reservation less than 3 hours prior to class start time, or fail to show up for your reservation, you will forfeit one class from your pack. 
  • If you are on the New Client Intro Month or One Year Unlimited and you cancel a class reservation less than 3 hours prior to class start time, you will be charged $10 + HST. If you fail to show up for your reservation, you will be charged $20 + HST.

Auto Renew 5 Pack

  • Payment for classes must be received prior to the scheduled class time to ensure your spot. 
  • This pricing option auto-renews every 5 classes, or 6 months, whichever comes first. The renewal purchase happens when the 5th class is Attended/Late Cancelled/No-Showed.
  • Cancel anytime through your Mindbody account – this will stop the next 5 Pack from being automatically purchased.  
  • Refunds or account credit can’t be given once a new set of 5 classes is purchased and put on your account through the auto renew system. Cancellation must happen before the next 5 Pack is charged, or before the 6 month mark occurs.
  • If you cancel a class less than 3 hours prior to class start time, or fail to turn up, you will forfeit one class from your pack.

Memberships

  • Starting January 15th, every Late Cancel (a cancellation less than 3 hours prior to class) will incur a $10 + HST charge, and every No Show will incur a $20 + HST charge. This also includes Late Cancels/No Shows if you did not remove yourself from a waitlist when you could no longer attend, and were added to the class. Our system for issuing late charges is semi-automated – staff are unable to make exceptions to this policy, and are unable to override charges due to Late Cancels or No Shows. If you have any concerns about this policy or feel that you were charged in error, please contact Stephanie by email at info@willowptbo.com.

Waitlists

  • If you are on a waitlist, it is expected that you are available to come to the class. If a spot comes available, you will be automatically added to the class roster by Mindbody. If you are added to the class from the waitlist and you cancel with less than 3 hours notice, it will be treated as a Late Cancel and charges may apply, depending on your pricing option. Therefore, if you are on the waitlist and are no longer available, please remove yourself from the waitlist as soon as possible.
  • While we do our best to notify you by call/text/email if a spot comes available, ultimately the responsibility is yours to check your account and see if you have been added to the class. Please do not wait to hear from us that you have a spot. You should be fully prepared and able to attend the class, and keeping your eye on your account to see if you were moved from the waitlist to the class. This can happen up to 1 hour before the class starts.
  • If you are cancelling a reservation, please do this through your online account. Emails or voicemails may not be received in time for us to offer that spot to someone else. When you cancel online, the system will automatically take someone off the waitlist and put them in that spot, saving us a step and giving that person more time to make arrangements to be there. If you’re not sure how to use your online account, we’re happy to show you.

Events, Workshops and Mini Retreats

  • Payment must be received prior to booking a spot in a special event or workshop.
  • If you need to cancel your booking, it must be done at least 72 hours prior to the event start time to receive a refund as account credit. No refunds will be given with less than 72 hours cancellation notice, however you always have the option to transfer your enrollment to a friend.
  • For Mini-Retreats – we can issue full account credit up to 1 week before the event. Between 1 week and 72 hours before the event we can issue a 50% refund as account credit. No refunds will be given with less than 72 hours cancellation notice.
  • Please be aware that refunds are only given as account credit – not back to your credit card.

Retail Refunds

  • Returned merchandise, excluding used or opened products/packaging, may be fully refunded if returned within 14 days of purchase with a receipt.

Class Changes & Substitute Teacher

  • Scheduled teachers may occasionally be substituted. On rare occasions, classes may be cancelled by the studio. Any class passes used to book a class that has been cancelled by the studio will go back on your account.