What is your cancellation policy?

We have a 6-hour cancellation policy which is the most fair of any studio in London! (Most are 8+ hours) You will be deducted the class credit if you cancel in the late cancellation window or do not show up for class - no exceptions. If you are on an unlimited membership or offer, you will charged an £12 fee. If you are on an unlimited offer/membership and do not have a card on file for the fee charge, your offer will be suspended until this fee has been settled. As we are a small business/studio, it is not sustainable for us to credit back classes if you fail to make class.

How does the waitlist work?

If you are on the waitlist, you will be automatically added if a space becomes available - please check emails or you’ll receive a text with booking confirmation if you are added to the class, ensure you have communications selected on your MindBody account! If you are moved into a class and can't make it, please email more than 1 hour prior to class or you will be charged as you had attended. 

Our late-comers policy

Please aim to arrive at least 5-10 minutes before your class to get changed, settle in and unwind on your mat as we do start on time and lock the front door 1 minute before class! We also begin to give away mat space to our waitlist if you have not arrived 1 minute prior to class commencement. If the Shh! sign is at the door and the door is locked, you’re too late and won’t be let into class. Please refrain from abusing our lovely team if you are late for class and can’t join.

Please also stay for the entire length of class if you do join us!

ClassPass Users

All CP bookings must be managed through ClassPass. We are unable to mark you as attending if you do not attend.

How do Memberships work?

Our memberships are the best way to practice with us if you come regularly and plan to commit to a regular practice!

From the date of sign up, you then have 1 month to use the credits for a monthly membership. i.e. Willow10 = 10 credits.

Once your membership cycle renews, you have another 10 credits to use for that month. Credits do not and cannot rollover, so be sure to use your monthly credits!

Unlimited memberships get unlimited classes, but if you don’t show up or late cancel, you’ll be charged a £12 late cancel fee.

For all other memberships, if you don’t show up or late cancel, you’ll lose that class credit.

Memberships cannot be shared and credits cannot be transferred and you can pause them for up to 6 weeks per year (from start date of your membership) and if you wish to cancel, we require 4 weeks written notice via email.

It’s a 3-month minimum commitment for memberships but then you can cancel at anytime.

If you find you need more credits per month, we can also upgrade your membership!

Other need-to-knows!

Studio capacity is 16 for Barre and 20 for Yoga + Pilates and all students need to book online before class.

Booking closes 10 minutes prior to class and we don’t allow walk-ins.

You’ll find space to store your shoes at the front and a place in our locker room to keep your belongings and get changed if you need!

We supply mats or you are welcome to bring your own or purchase one from our studio shop.

The studio is always locked during classes to ensure no others can enter the space (and shop the retail space) during class.

We clean and sanitising high touch points in the studio before and after every class and have a deep-clean done 3 times a week.

We ask students to wipe down any equipment used during class, but we also clean these post-class.

Whilst we love dogs! Dogs are not permitted in the studio during class.

Please do NOT practice at the studio if you are feeling unwell or have anyone at home that’s unwell or have been told to self-isolate.

We’ll be offering use of bolsters during yin and restorative classes but only with compulsory towel use - so please bring one along or you can purchase a Yoga Matters yoga towel from us! Or rent a towel for £2.

We do have a large bathroom, but no shower.

Please note that any lost property is not something we are responsible for and if not collected in 7 days, will be disposed of.

We can’t wait to meet you and share lots of laughs together!

If you have any other queries or unanswered questions email: hello@willowldn.co.uk