Frequently Asked Questions
CLASS CREDITS & MEMBERSHIPS
Do credits expire?
All class credits and personal training sessions/packages expire 1 year from the date of purchase.
Can I place my membership on hold?
Only applicable to Annual Paid in Full memberships. Each hold must be a minimum of 2 weeks, up to 4 months in total. You must provide a minimum of 3 days notice for each hold. Please email hello@ultimateathletics.ca to place your account on hold.
Can I place my membership on a medical hold?
Medical exemptions may be permitted, provided we receive a qualifying letter from a medical practitioner within 7 days.
Do you offer corporate rates or private bookings?
Yes! To inquire, please reach out to us at hello@ultimateathletics.ca.
STUDIO POLICIES
What is the late cancellation policy?
GROUP CLASSES: Reservations must be cancelled 24 hours in advance to avoid any fee or loss of Class Credit. If the class is full within 24 hours a $35+HST charge will be applied to late cancellations & no shows.
In-app cancellations currently display a $0.00 fee, which is incorrect due to a limitation with our software provider. Our late cancellation policy is detailed in your reservation confirmation email and is posted at the Front Desk, in the changing rooms, and at the main studio entrance.
REFORMER CLASSES: Reservations must be cancelled 24 hours in advance to avoid any fee or loss of Reformer Credit. This applies to all Reformer classes, regardless if full or not.
This policy is to prevent spots from being booked up and unattended in classes that otherwise would have been available for another guest to book, and to give those who are on the waitlists for our most popular classes a chance to get a spot in class. If you are unable to make it to class, we encourage you to cancel at least 24 hours in advance to avoid any charges or loss of credit, and so that your spot can be made available for another client. To cancel your booking, please access your account online or in our app.
I am late cancelling due to a medical reason, can the penalty be waived?
Medical exemptions may be permitted, provided we receive a qualifying letter from a medical practitioner within 7 days.
Do you offer refunds?
We do not allow refunds.
How does the waitlist work?
Our waitlist moves quickly, giving guests the best chance to join a class. You'll be automatically enrolled on a first-come, first-served basis if a spot opens, up to 2 hours before class. To avoid automatic enrollment and penalties, remove yourself from the waitlist if you no longer plan to attend. You can do this anytime without penalty. Once enrolled, our standard no-show/late cancellation policy applies. Removing yourself also allows others the chance to join.
GUEST PASSES
Can I use my credits to book a guest?
No, our credits and packages are non-transferable between clients.
I have a membership, do I have any guest passes?
No, our memberships do not have any associated guest passes. However, you can purchase a guest pass credit for your plus 1!
How can I purchase a Guest Credit on the app?
To book your guest, select the class you wish to attend and make a reservation. Select “Guest” under “Reserve for”. Enter your guest’s email address. Select “Purchase credit” and scroll down to “Guest Passes”. There, you select the option of your choosing, purchase and then complete the booking. Please ensure your guest is booked by going to your reservations.
Can front desk book in my guest?
Yes – feel free to ask our front desk to assist you in booking your guest!
It’s my guest’s first time at the gym, do I need to purchase a guest pass?
No, their first class is on us (excluding Reformer)! If you would like to book your guest in advance please let the front desk staff know and they will take care of the rest.