POLICIES
STUDIO ETIQUETTE
We have developed a comprehensive studio policy for The Ivy Room. This policy ensures a harmonious and professional environment for all clients and staff.
1. Bookings and Reservations
Please ensure you have downloaded the app and created a profile. Familiarize yourself with the difference between Classes and Privates:
- Privates include 1:1, duo, and trio sessions.
- Classes are conducted in a larger group setting.
All classes, private, and semi-private sessions must be booked and paid for in advance to secure your spot.
Classes can be booked up to 1 hour before the class start time for most mid-morning, daytime and afternoon sessions.
Please note that early-morning classes may close for bookings up to 10 hours beforehand, so we recommend booking these classes the evening before to secure your spot.
Private, duo, and trio appointments should be booked at least 24 hours in advance. (Drop-ins are welcome if the time slot is available and instructor accepts the booking request.)
2. Cancellation Policy
A 12-hour notice is required for cancellations. Cancellations made within this window will result in the loss of the session, with the full amount or credit being deducted from your account.
Example: If you have a 10-class package, one credit will be forfeited.
For class packs and drop-in bookings, cancellations made within our 12-hour cancellation window, or failure to attend a booked class, will result in the class credit being forfeited.
For Unlimited Memberships, a R100 fee will apply to any late cancellation or no-show.
Our classes have limited capacity, and this policy helps us keep spaces available for clients who would otherwise love to attend.
A 24-hour notice is required for cancellations. Late cancellations will result in the full session fee being charged.
Cancellations must be made at least 48 hours before the event. If your spot is filled from the waitlist, a refund will be provided. Otherwise, a studio credit will be issued.
Clients with three late cancellations or no-shows (without paying the penalty fee) will have their accounts blocked until outstanding fees are settled.
No refunds or credits will be issued for missed classes due to weather or travel delays. Please allow extra travel time during the winter season.
3. Memberships and Packages
Class passes and memberships are valid for a specified period from the date of purchase. Refer to the pricing table to confirm the validity of each package:
Classes:
- Drop-ins: 4-weeks validity
- 5-Class Passes: 8-weeks validity
- 10-Class Passes: 12-weeks validity
Monthly Sunscriptions:
Monthly subscriptions begin on the date of purchase and remain valid for 4 consecutive weeks.
The 4-week period runs continuously from the purchase date and cannot be paused, extended or transferred.
Memberships can be renewed upon expiration. Extensions or holds may be granted for medical reasons with appropriate documentation.
All sales are final. We do not offer refunds for services or products due to change of mind, injury, illness, change of address, or any other reason. However, The Ivy Room understands you may need to pause your membership for the below reasons (minimum 10 days):
- For health-related reasons please contact The Ivy Room on email: – info@theivyroom.co.za
- Travel related purposes for monthly memberships only. The Ivy Room allows 2 pauses a year. Written acknowledgment is required 2 weeks prior to travel.
Group classes and private/semi-private sessions are sold in single units or packages. Sessions are non-transferable to other individuals.
Should you decide that your time at the studio has come to an end, please note that any unused sessions on your account must be used up before you leave; as the studio has a “no refunds’’ policy- unused credits/sessions will be forfeited.
4. Studio Etiquette
- To respect our instructors and fellow clients, and to ensure the safety of everyone in the studio and the security of personal belongings, late entry is strictly prohibited once class has begun.
- Once class begins, the studio doors will be locked and late entry will not be permitted.
- For waitlisted classes, spots will not be held after the class start time.
- Arrive 5-10 minutes early to allow for check-in.
- No refunds or compensation will be provided for late arrivals.
- Wear appropriate workout clothing.
- Socks are mandatory for all Reformer and equipment classes. Bare feet are not allowed on the carriage for hygiene reasons and to prevent slipping.
- Grippy socks are available for purchase at the studio.
- Please remove your shoes before entering the studio.
The studio is not responsible for lost or stolen items. Store personal belongings in designated areas.
Mobile Phones & Filming
You are welcome to take photos or film content of yourself and the studio before or after class.
During class, filming is restricted to ensure the session remains focused and respectful for everyone. Tripods are not permitted during class. If you would like to capture a short snippet, your phone must remain discreetly positioned on your box or beside your station.
Please ensure that no other clients are filmed or included in your content without their consent, and that filming does not disrupt the instructor, other clients or the flow of the class.
We kindly ask that phones remain on silent throughout the session.
Only water is permitted in the studio. Refrain from bringing food or other beverages into practice areas.
5. Health and Safety
Clients should be in good physical condition and free from impairments that could prevent safe participation.
Inform your instructor of any injuries or medical conditions before class.
Obtain medical clearance from your doctor or obstetrician/gynecologist before attending classes.
Instructors will modify exercises where possible, but participation in group classes is at your own risk.
Bring your own water bottle, towel, and socks.
6. Code of Conduct
Maintain respect for instructors and fellow clients. Disruptive behavior will not be tolerated.
Minimum age for classes is 16 years (unless management approval is granted).
Children and pets are unfortunately not allowed in the reception area during classes, as there is minimal supervision.
7. Class Schedule and Changes
The Ivy Room reserves the right to change class schedules, instructors, or formats without prior notice.
Clients will be notified promptly if a class is cancelled and credited accordingly.
8. Photography and Video
Occasionally, photos or videos may be taken for promotional purposes. Participation is optional; inform staff if you prefer not to be included.
A CCTV camera monitors the entrance, reception and merchandise area for the security and safety of our clients, studio and merchandise.
9. Liability Waiver
By participating in classes, clients acknowledge the inherent risks of physical activity and release The Ivy Room from any liability.
Pilates involves hands-on guidance. If you are uncomfortable with this, please notify your instructor.
10. Payment and Fees
All prices are listed in South African Rand (ZAR).
Payments must be made upfront to secure class spots, especially for group Reformer and mat classes with limited capacity.
- Online card payments via the app
- In-studio card payments
- Bank transfers (must be processed in advance)
- We believe in consistency and will run classes with one or more clients booked wherever possible.
- If you are the only client booked into a class, we may contact you approximately 1–2 hours beforehand to let you know and offer you the option to move to another class time or have your credit returned to use at another class during the week.
- You are always welcome to remain in your original booking and enjoy the class as scheduled. We do not routinely cancel classes due to low attendance, as we value reliability and consistency for our clients.
Use the app to reschedule or add sessions back to your credits before the 12-hour policy window.
Late cancellations or no-shows will incur applicable fees at the studio’s discretion.
11. Contact Information
- For class cancellations or rescheduling, please use The Ivy Room App. Please note our 12-hour cancellation policy applies.
- For private or semi-private sessions, please contact your instructor directly via email or text.
- For general enquiries, event bookings or collaborations, please contact info@theivyroom.co.za.
POLICIES
1. Booking and Reservations
Account Setup:
Please ensure you have downloaded the app and created a profile. Familiarize yourself with the difference between Classes and Appointments:
- Appointments include private, duo, and trio sessions.
- Classes are conducted in a larger group setting (4+ pax).
Advance Booking:
All classes, private, and semi-private sessions must be booked and paid for in advance to secure your spot.
Booking Window:
Clients may book group classes up to one (1) hour before the class starts.
Private, duo, and trio appointments should be booked at least 24 hours in advance. (Drop-ins are welcome if the time slot is available and instructor accepts the booking request.)
2. Cancellation policy
Group Classes:
A 12-hour notice is required for cancellations. Cancellations made within this window will result in the loss of the session, with the full amount or credit being deducted from your account.
Example: If you have a 10-class package, one credit will be forfeited.
Unlimited Membership (Mat Only):
Late cancellations or no-shows will result in a fee of R100.
Private/Semi-Private Sessions:
A 24-hour notice is required for cancellations. Late cancellations will result in the full session fee being charged.
Workshops/Specialty Classes:
Cancellations must be made at least 48 hours before the event. If your spot is filled from the waitlist, a refund will be provided. Otherwise, a studio credit will be issued.
3-Strike Policy:
Clients with three late cancellations or no-shows (without paying the penalty fee) will have their accounts blocked until outstanding fees are settled.
Weather Conditions:
No refunds or credits will be issued for missed classes due to weather or travel delays. Please allow extra travel time during the winter season.
3. Memberships and Packages
Validity:
Class passes and memberships are valid for a specified period from the date of purchase. Refer to the pricing table to confirm the validity of each package:
Classes –
- Drop-ins: 1-week validity
- 5-Class Passes: 2 months validity
- 10-Class Passes: 3 months validity
Monthly Passes –
Must begin within three (3) days of purchase. Passes run continuously from the start date to the monthly end date.
Renewals and Extensions:
Memberships can be renewed upon expiration. Extensions or holds may be granted for medical reasons with appropriate documentation.
Refunds:
All sales are final. We do not offer refunds for services or products due to change of mind, injury, illness, change of address, or any other reason. However, The Ivy Room understands you may need to pause your membership for the below reasons (minimum 10 days):
- For health-related reasons please contact The Ivy Room on email: – hello@theivyroom.co.za
- Travel related purposes for monthly memberships only. The Ivy Room allows 2 pauses a year. Written acknowledgment is required 2 weeks prior to travel.
Session Use and Transfers:
Group classes and private/semi-private sessions are sold in single units or packages. Sessions are non-transferable to other individuals.
Should you decide that your time at the studio has come to an end, please note that any unused sessions on your account must be used up before you leave; as the studio has a “’no refunds’’ policy- unused credits/sessions will be forfeited.
4. Studio Etiquette
Arrival:
- To respect instructors and fellow clients, late entry is strictly prohibited five (5) minutes after class begins.
- For waitlisted classes, spots will not be held after the class start time.
- Arrive 5-10 minutes early to allow for check-in.
- No refunds or compensation will be provided for late arrivals.
Attire:
- Wear appropriate workout clothing.
- Socks are mandatory for all Reformer and equipment classes. Bare feet are not allowed on the carriage for hygiene reasons and to prevent slipping.
- Grippy socks are available for purchase at the studio.
- Please remove your shoes before entering the studio.
Personal Belongings:
The studio is not responsible for lost or stolen items. Store personal belongings in designated areas.
Mobile Devices:
Silence mobile phones to maintain a calm environment.
Food and Beverages:
Only water is permitted in the studio. Refrain from bringing food or other beverages into practice areas.
5. Health and Safety
Personal Health:
Clients should be in good physical condition and free from impairments that could prevent safe participation.
Injuries and Medical Conditions:
Inform your instructor of any injuries or medical conditions before class.
Pregnancy:
Obtain medical clearance from your doctor or obstetrician/gynecologist before attending classes.
Instructors will modify exercises where possible, but participation in group classes is at your own risk.
Cleanliness:
Bring your own water bottle, towel, and socks.
6. Code of Conduct
Respect:
Maintain respect for instructors and fellow clients. Disruptive behavior will not be tolerated.
Children and Pets:
Minimum age for classes is 16 years (unless management approval is granted).
Children and pets are unfortunately not allowed in the reception area during classes, as there is minimal supervision.
7. Class Schedule and Changes
Modifications:
The Ivy Room reserves the right to change class schedules, instructors, or formats without prior notice.
Studio Cancellations:
Clients will be notified promptly if a class is canceled and credited accordingly.
8. Photography and Video
Promotional Use:
Occasionally, photos or videos may be taken for promotional purposes. Participation is optional; inform staff if you prefer not to be included.
9. Liability Waiver
Assumption of Risk:
By participating in classes, clients acknowledge the inherent risks of physical activity and release The Ivy Room from any liability.
Hands-On Instruction:
Pilates involves hands-on guidance. If you are uncomfortable with this, please notify your instructor.
10. Payment and Fees
Pricing:
All prices are listed in South African Rand (ZAR).
Payment Methods:
Payments must be made upfront to secure class spots, especially for group Reformer and mat classes with limited capacity.
Accepted methods:
- Online card payments via the app
- In-studio card payments
- Bank transfers (must be processed in advance)
Class Minimums:
- Group Reformer classes require at least three (3) participants to proceed.
- If fewer participants are booked:
Clients may convert to private, duo, or trio sessions at the relevant rate, or
Credits will be returned to the client’s account.
Rescheduling and Cancellations:
Use the app to reschedule or add sessions back to your credits before the 12-/24-hour policy window.
- Late cancellations or no-shows will incur applicable fees at the studio’s discretion.
11. Contact Information
Communication:
- For cancellations or rescheduling, please contact your instructor directly via email/ text or use the booking app.
- For general inquiries: hello@theivyroom.co.za
OTHER
Agreement
By participating in our classes and sessions, you acknowledge and accept these studio policies. The Ivy Room reserves the right to update or modify these policies at any time.
Stay Connected
Follow us on Instagram and Facebook to stay informed about news and upcoming events.
Unit 301B, Equinox Building
154 Main Rd, Sea Point, Cape Town, 8060, South Africa
info@theivyroom.co.za
+27 71 683 7402
