frequently asked questions

What To Wear

For both classes and privates, we recommend wearing athletic form fitting, yet comfortable tops and leggings or shorts.

The studio is a socks optional environment.  Please bring sticky toe socks if you have foot health concerns. 

What not to wear:

We kindly ask that you do not wear any clothing that has zippers, belts, buttons or rivets as these can damage the equipment.

For your safety, please remove loose, long or dangling jewelry prior to class and arrive to class scent free (perfume and other ;-)) to ensure everyone's class enjoyment.

New to Pilates? What to expect

All classes are 50 minutes long with a brief warm up and cool down. 

All private sessions are 55 minutes. 

New clients should arrive 10 minutes prior to class to sign a waiver, and for us to provide studio and equipment orientation.

What should I bring

We recommend bringing a water bottle to fill up at the water station.  In keeping with our environmentally conscious approach, we do not have cups available.  In the near future, water bottles will be available for purchase.

How do I create an account

Simply navigate to the Schedule page. You can create an account by clicking on “Sign Up” on the class of your choice and you will be walked through to create your account. Create a login using your email and add a credit card to your online profile and you will be ready to purchase a package! Always feel free to contact us if you need assistance or have questions about packages.

How do I purchase a package

After creating an account (see above), the best way to pick a package is to return to the Pricing page and click "Purchase" for the desired package.   Complete instructions will guide you through the process.

Walk-Ins Welcome

Walk-ins are welcome for classes though we recommend online sign up to ensure your spot.  Please arrive 10 minutes before class to allow for manual sign up via the front desk personnel and any payment transactions needed.  Late walk-ins are not allowed.

How many times a week should I come to see results

We recommend that you attend a class or privates 3 times/week in order to gain and sustain the benefits of Pilates.

Injured or Pregnant

First check with your doctor for clearance to exercise.  If you are recovering from an injury or are pregnant, we recommend that you first contact us before signing up for a class or private so we can provide the best class/private arrangement.

Can I take more than one class per day

Unlimited class package holders are allowed one class per day. 

If you have a class pass and are interested in more than one class a day, please contact us and we will add you to the additional class in order to override system settings.

Waitlist

 If the class you want is fully booked, you can get on our waitlist.  As people cancel, we pick from our waitlist in order. If you get a spot more than 12 hours before the scheduled start time of the class, we will notify you by email. If a spot doesn’t open 12 hours before class, you still have a chance of getting in. Just show up at least 5 minutes before class starts.  Hopefully, you’ll get in if someone does not show up!

If you are on the waitlist and are no longer available, please remove yourself, as you will be responsible for the class should you be added.

Please note, if you are not "opted in" for email notifications in our system, you will not receive an email notification.  See above for removal responsibilities/liability.

Late Arrival to Class/Private

If are signed up for a class or private and, in the rare occasion you happen to be running late ;-)  we allow you to enter class or start a private up to 10 minutes post start time.  Beyond that your spot in class will be forfeited.  If you have an unlimited class package, a Late Fee of $15 will be charged to you, sorry no exceptions.  If you have a class package, one class will be deducted from your package.

Privates will be charged fully for that session and therefore, also deducted from any private package.

Cancellation Policy

Classes have a 12 hour cancellation/change policy.

Privates and duet sessions have a 24 hour cancellation/change policy.

Late canceled reservations are subject to a full charge. If you are on an unlimited membership or new client special and cancel late, you will be charged an additional late cancel fee of $15 for classes.

3 Month Unlimited (Membership): 30 days' written notice is required to change or cancel a membership. That means that if you’d like to change or cancel your membership within the next bill date, you will be charged once more, and then your membership will be changed or terminated before the next bill date. Memberships may be suspended for up to 60 days cumulatively per year for a $25 fee.  Memberships may not be canceled during a hold. 

 

New Client Intro Specials: New clients may purchase one of each new client intro special before or on the date of their first visit. "New client" is defined as an individual who have not taken a class or private at ROC Pilates before.  

 

All packages have specific package expiration details which expire from the purchase date as noted on our Pricing page. See the package detail for expiration specifics. Class packages may not be shared and are not transferable. Unfortunately, we are not able to offer refunds on purchases. Sorry, we cannot extend expiration dates.

Instructor substitutions

Instructors are subject to change without notice for classes.

If your instructor will be absent for a private or duet session, we will contact you in advance to see if the substitution works for you or if you would like to reschedule.

Studio Amenities
  • Free Parking

  • Air Conditioning

  • Filtered Water

  • Personal Belonging Cubicles*

  • Towels are available

We do not have showers. 

*Not responsible for lost items.  Please consider leaving valuables at home.

Studio Policies
  • Prior to any first class or private session, a Waiver of Liability must be completely filled out and signed

  • Please be courteous and quiet while sessions are in progress both in class and in the reception area

  • We kindly ask that you turn off your cell phone before entering the studio

  • Please refrain from wearing scents or perfume to class

Refund Policy

All sales are final.

Minimum age to attend a class

The minimum age to attend a class or private is 18 years old.

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415-295-7654

777 Grand Avenue

Ste. 102

San Rafael, CA 94901

©2019/2020 ROC PILATES  All Rights Reserved