Question 1

New to Pilates?

Accepted Answer

Welcome!

What do we love more than Pilates at Glow? Sharing our passion with newcomers! We know you’re going to love it as much as we do. If you’ve never experienced a Reformer Pilates class before, we recommend starting with a Beginner class to familiarize yourself with the equipment and meet our friendly team. Please check our schedule for specific class times and be sure to arrive 15 minutes early! And if our Beginner times don’t suit you, feel free to join our Open Level classes—they’re designed to cater to all levels.

Question 2

What should I bring?

Accepted Answer

Leave your fears at the door; we'll take care of you. Here's what you should bring:
- A water bottle (non-glass, please) to stay hydrated.
- A small towel for those glowy moments.
- Pilates grip socks if you have them. If not, don't worry! We have a variety available for purchase in the studio at $22.95.
- Alternatively, bare feet are fine, but no regular socks as they tend to slip around. Safety first!
- If you're bringing your phone, please remember to switch it to silent mode during class.

We're excited to see you soon!

Question 3

How do a book my classes?

Accepted Answer

All class bookings are self-managed through our website or by using our Glow app available to download here (Apple) and here (Android).
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Please note that all bookings, cancellations, and rescheduling must be done through the Glow app. We are unable to accept changes and cancellations via text, email, social media, or phone, as these will not be actioned. Thank you for your understanding!

Question 4

Cancellation Policy

Accepted Answer

The moment you know you can't make it we kindly ask you jump on your Glow app and cancel your class.

We have a STRICT 6 hr cancelation policy at Glow Reformer Pilates. You are welcome to reschedule classes around as much as you need prior to 6hrs before your class commencing time. Anything inside our 6 hours the below applies.

A cancellation made within 6 hours of your booked class will result in your session being deducted as a “late cancellation”.
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A “no show” is if you do not attend class and do not cancel. Your class will be forfeited for not showing up to class. Please be considerate to other Glow community members and late cancel as soon as you know you cannot attend to give another member an opportunity to join class.
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Unfortunately we cannot accept cancellations by phone, email or any other method other than by using the online booking system or your Glow app.

If you do need to cancel a class, the following fee structure will apply:

Early cancel : If you can no longer make it to your class and you cancel your booking a minimum of 6 hours before the scheduled start time, you won’t forfeit the session, or pay a fee.

Late Cancel
Change of plans? If you cancel within 6 hours of the class start time, you will forfeit the session if on a class package or a capped class membership (1 or 2 class Weekly members). Unlimited Weekly members will be charged a $5 cancellation fee.

No-Show
If you don’t cancel your class prior to the start time and do not attend, you will forfeit the session if on a class package or a capped class membership ( 1 or 2 class Weekly members). All Weekly members will be charged a $10 no-show fee.

Fee Policy
All fees are charged the following week to the card nominated for your membership payments. Failure to pay these fees may result in management suspending your membership without notice until payment has been made. Thank you for your understanding.

Question 5

Late to class? What you need to know.

Accepted Answer

To help keep every session safe, smooth and enjoyable, please keep the following in mind:
Please arrive 15 minutes early to check in and get set up.
Classes start right on time, and once the class begins, the studio door will be locked.
If you arrive after the class has started, entry isn’t guaranteed.

Very occasionally, a trainer may allow someone in if they’re only 1–2 minutes late.
This is completely at the trainer’s discretion and not something to expect, as it depends on the class and safety.

Why we have this policy:
Missing the warm-up can be unsafe.
Entering late disrupts the class and other clients.
Our insurance requires that all clients complete the warm-up from the beginning.
If you miss the class:
Arriving after the door is locked counts as a no-show.
You will forfeit your pass.
Unlimited Weekly members will be charged the $10 no-show fee.

We appreciate your understanding. Being on time helps us keep the class running safely and smoothly for everyone.

Question 6

I'm Pregnant can I attend?

Accepted Answer

Absolutely! Pilates is incredibly beneficial before, during, and after pregnancy. Feel free to join us! For more details, please visit our Pregnancy tab at the top. If you have any further questions, don't hesitate to reach out via our Contact page. Congratulations! We're thrilled for you!

Question 7

What if I have an injury or health condition?

Accepted Answer

Your safety always comes first with us. When you sign up to Glow Reformer Pilates, you agree to our liability waiver, confirming you're fit to participate and agreeing to keep us updated on anything that may affect you in class.If you have a condition, injury, or you're just unsure, email our team before booking and we'll help point you in the right direction. Please also arrive early to check in and let your trainer know, they reserve the right not to permit you into class if medical clearance is needed first.Please note Glow Reformer Pilates offers Group Reformer Pilates, we don't provide rehabilitation or clinical Pilates in our group setting.For some conditions we may ask for the all clear from your doctor or physio before you continue in group classes. In more serious cases we may need to pause your classes until we receive a medical certificate, once we have that, your classes and membership will be waiting for you right where you left off.We'd always rather pause and come back stronger than risk making things worse. If you're ever unsure, just reach out, we're happy to talk it through.

Question 8

How do the Waitlists work?

Accepted Answer

Waitlist FAQs
What happens if a Pilates class is full?
 If a class is full, you can add yourself to the waitlist via the Glow app.
 Please only join the waitlist if you’re confident you can attend. Our Pilates class waitlists move quickly, and most clients are offered a spot.

How do waitlists work at Glow Reformer Pilates?
When a client cancels, the next person on the waitlist is automatically added to the class.
If you’re moved into a class, you’ll receive a text or email notification. Please ensure your Glow app notifications are turned on and check your junk or spam folder if needed. You can also check the Glow app at any time to confirm your booking status.

How close to class time can I be added from the waitlist?
You can be added from the waitlist at any time up to 90 minutes before class start time, including overnight. After the 90-minute mark, the waitlist stops moving. If you haven’t been added, open the Glow app and look for a last-minute availability. If a spot appears, you can book it without being charged twice.

Can I join more than one waitlist?
Yes, but please be mindful. If you’re on multiple waitlists, you may be added to one or more classes.
Only join waitlists for classes you genuinely plan to attend. Once added, our standard 6-hour cancellation policy applies. If your plans change, please cancel your waitlist spot promptly.

What if I can’t attend a class I’m waitlisted for?
If you can no longer attend, please cancel your waitlist or booking via the Glow app as soon as possible. It takes less than 30 seconds and helps other clients move into classes, reduces no-shows, and keeps our Pilates waitlists fair and flowing for everyone.

Question 9

I've purchased a trial and/or monthly pass, and it's asking me for payment when I try to book. Why is that?

Accepted Answer

Your trial pass or monthly pass activates from the date of your first class booking. If you try to book a class on an earlier date, our system might get confused and ask for payment, as your pass is not yet active.
The solution is simple: cancel all of your bookings and re-book starting with the earliest date you'd like to begin using your pass. This will ensure everything works as it should!

Question 10

Can I share my pass with a friend or family member?

Accepted Answer

We love that you want to share the Glow experience with your loved ones — but each client must have their own account and their own passes. For safety, booking, and tracking purposes, passes are non-transferable and cannot be shared between clients.

Question 11

Can I bring my kids?

Accepted Answer

No — children are not permitted in our regular classes. The only exception is our Beginner Family Friendly class. Please check our schedule for availability.

Question 12

Can I pause or cancel my membership?

Accepted Answer

Certainly! You can pause or cancel your membership. Just send a written request to our admin team at the email below. We kindly ask for 14 days' notice for both pauses and cancellations. For further details on membership terms and conditions, please visit our Weekly Memberships tab.
Email: hello@glowpilatesstudio.com.au

We're here to assist you every step of the way!

Question 13

Minimum class attendance

Accepted Answer

Occasionally, if we have less than 4 people scheduled for a class, it might be canceled. But don't worry, we'll notify you at least 1 hour before the class, and your pass will be credited back to you. You won't lose your pass in this situation. We appreciate your understanding!

Question 14

Returns Policy

Accepted Answer

Glow Reformer Pilates Pty Ltd is not liable to refund, transfer or offer compensation of any kind for classes that are late, changed or cancelled for any reason, or in the event you are unable to attend a class because it is full. All purchases are final and Glow Reformer Pilates Pty Ltd do not offer refunds on services or products for change of mind, injury, illness, change of address or any other reason. Considerations will be made based on circumstances. In case of long term or permanent injury or illness that prevents the use of our services, immediate termination will be permitted. Termination will take effect from the date we receive written confirmation from your treating medical doctor. All passes and memberships are non- transferable and may not be shared or extended passed an expiry date

Welcome to Glow Reformer Pilates