Welcome!
Here’s everything you need to know.

The Studio
What should I bring to class?
Just bring a large towel, your water bottle, and most importantly, yourself!
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The following items are compulsory:
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Reformer: Grippy socks
Forgot? Don’t sweat it! We sell grippy socks for $22 and have complimentary sweat towels in studio.
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How early should I arrive to class?
Please arrive early to class for a smooth check-in experience. We recommend 10 minutes before the start of your class. Particularly for early morning classes and late evening classes when the building is secured.
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Are grip socks required?
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Yes! Grippy socks are mandatory in all Reformer classes for your safety, health and hygiene.
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It’s my first time doing a Reformer class, Should I be nervous?
Firstly, welcome! Please arrive 10-15 minutes early. Your instructor will take the time to show you around the studio and equipment - so you can get the most out of your workout.
Our classes are suitable for everyone – all ages (16+), sizes, genders and athletic abilities. If you do have any injuries or concerns, just let us know and we’ll offer modifications to suit your needs.
We can’t wait to see you in the studio and show you the benefits of reformer pilates.
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What facilities are at the studio?
What facilities are at the studio?
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Our studio is your oasis in the heart of North Sydney, inspired by the serene beauty of the Greek islands.
We provide a range of amenities (listed below) to ensure you leave with an enhanced experience.
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Refreshing bathroom facilities (No Showering Facilities)
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Fresh Water Station
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Cold brew coffee for that extra boost
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Complimentary sweat towels
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Eucalyptus-infused chilled towels to cool you down after your hard work!
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Come Flow, Strengthen and Thrive!
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I have an injury - can I attend classes?
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Our team is here to help you move safely and effectively!
When you arrive at the studio, let your instructor know about any injuries, and we will make sure you are supported with modifications that work for you!
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Additionally, our team of in-house Sports Physiotherapists are ready to assist with personalised exercise modifications to keep you feeling strong and on track.
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Please note: If you have chronic injuries, are recovering from an injury, or are pregnant, we recommend seeking medical advice on the types and levels of movement that are best for you. Feel free to Book in for a private Physiotherapy Consultation for exercise prescription and treatment here.
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What do I wear?
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Wear comfortable clothes you can move, sweat and stretch in. We recommended gym tights, leggings or shorts and either a t-shirt or singlet. For Reformer Pilates, you will need to wear grip socks. Grip socks are great to help with better grip whilst on the Reformer.
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How do I book into class?
To reserve a spot in one of our energising classes, simply:
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Open the Urban Pilates app
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Go to Class Schedule (calendar icon)
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Pick your preferred day and time for the class.
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Select Reserve or Waitlist, depending on available spots within the class
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Next, you will be prompted to pay using the credits in your account or choose your active membership for payment.
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Finally, select Reserve Class—and you are all set!
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We are thrilled to welcome you to the studio!
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Do I need to book in to class?
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Yes, we highly recommend booking into class ahead of schedule, due to our popular demand, our classes do fill up quick.
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How do I Check-In to class?
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Checking in prior to your class is required as it helps our instructors confirm your attendance. Failure to Check-In will result in a No-Show fee being charged.
To Check-In, simply:
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Open the Urban Pilates app on your phone.
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Go to your Homepage (the house icon)
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Find your reservation under “upcoming Reservations”
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Tap Check-In
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Your attendance will be confirmed on the App
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Note: Checking In via the App only works within our premises!
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Alternatively, you can check in using the studio iPad located at reception when you arrive. Just make sure to be there 5-10 minutes early, as the iPad will lock once the class has begun.
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If you are unable to check in via the iPad or your phone, no worries!
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Just let our friendly reception staff or your instructor know, and we will manually check you in.
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We look forward to seeing you in class!
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Studio Policy
What happens if I cancel my class?
We understand that life happens!
If you need to cancel a class, we offer an 8-hour window from the time of your class to do so. Cancellations within this time will receive a refund of the credit used for the booking.
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To cancel your class reservation:
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Open the Urban Pilates App
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Select your Class Reservation
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Click on "Cancel" and you are all set!​​​
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Do you have a late cancel fee?
We understand that plans can change unexpectedly. However, in the event of a late cancellation the credit used for the booking will be forfeited.
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Do you have a No-Show fee?
In the event of a no-show, a $15 fee will be charged, which will be deducted from your account 24 hours after the scheduled class time.
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The penalty fee is designed to ensure fairness by encouraging members to cancel the classes that to all of our members in accessing our classes. We understand that unforeseen circumstances may arise, and exceptions will be made for genuine emergencies on a case-by-case basis.
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What is your late arrival Policy?
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We kindly ask that you arrive at least 5-10 minutes before the commencement of your class.
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Please note: to minimize disruption, there will be no admittance into class 10 minutes after commencement.
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How do I dispute a Late cancel/ No Show Fee?​
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In the event of a no-show, a $15 fee will be charged, which will be deducted from your account 24 hours after the scheduled class time.
How do I dispute a late cancel/no show fee?
If you believe there has been an error or would like to dispute a late cancellation or no-show fee, please email our reception team at info@urbanpilates.com.au within 7 days of the charge being applied.
Please include a screenshot of the transaction from your Urban Pilates or bank app for reference.
We aim to respond to all queries within 2-3 business days and appreciate your patience!
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How does the waitlist work?
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If a class is fully booked, you have the option to use a credit to secure a spot on the waitlist.
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If a spot opens up, you’ll automatically be added to the class, and a confirmation of your booking will be sent to you via email or text.
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If you are unable to attend, please remove yourself from the waitlist. This prevents you from being automatically added to the class if a spot becomes available and avoids the risk of incurring a cancellation fee.
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Waitlisted spots can open with as little as one hour's notice. If you’re no longer able to attend, please remove yourself from the waitlist to avoid being automatically added to the class.
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Note: If you are Not allocated a spot in the class, your credit will be refunded back to you with no penalty applied.
If you prefer to speak with someone, our friendly reception team is always happy to help at (02) 8526 4000 or info@urbanpilates.com.au.
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I’m pregnant. Can I attend classes?
Firstly, congratulations!
You are welcome to join all our reformer classes up until 12 weeks.
After 12 weeks?
No worries at all! We will just ask you to complete the required approval forms, and you can keep moving with us!
Always let your instructor know if you are pregnant before class so we can provide any necessary modifications to ensure you are comfortable and supported.
Please note: every pregnancy is unique, so we recommend checking in with your doctor or obstetrician to determine what movement is best for you.
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I am pregnant. Can I attend classes?
Firstly, congratulations!
You are welcome to join all our reformer classes up until 12 weeks.
After 12 weeks?
No worries at all! We will just ask you to complete the required approval forms, and you can keep moving with us!
Always let your instructor know if you are pregnant before class so we can provide any necessary modifications to ensure you are comfortable and supported.
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Please note: every pregnancy is unique, so we recommend checking in with your doctor or obstetrician to determine what movement is best for you.

Memberships
How long can I freeze my membership for?
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You can freeze your membership for a maximum of 6 weeks during your 12-week period by submitting the freeze form here.
All freeze requests require a minimum notice of 1 week prior to the desired start date of the freeze.
Once your request is submitted, please allow 2-3 business days for our customer service team to review and complete your request.
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How do I cancel my membership?​
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All memberships are subject to a minimum 12-week commitment.
We understand that unexpected circumstances can arise. If you would like to cancel your membership prior to completing the minimum 12-weeks, then please submit a written request here. All submitted requests will be reviewed on a case-by-case basis.
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Can I change my membership type?​
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To change your membership type or switch to class packs, please submit a written request here.
Once your request is submitted, please allow 2-3 business days for our customer service team to review and complete your request.
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How do I update my payment details?​
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Open the Urban Pilates app
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Go to the "Account” bottom right corner
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Click on “Payment Methods”
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Update your credit card details
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If you have any questions, please reach out to our friendly reception team at (02) 8526 4000 or info@urbanpilates.com.au.
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What happens if my payment fails?​
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If a payment fails on your account, your account will be flagged and will lock you out from booking classes. To resolve this, simply:
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Open the Urban Pilates app
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Go to “My Account" Bottom right corner
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Click on “payment methods”
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Update payment method
Once updated, the payment will be automatically reprocessed.
Please note: you can use the same card you previously had on file
Safe Studio Standards
We are committed to your health and wellbeing and confidently maintain the highest standards of health and safety for our members and team. Rest assured, as we stay up to date and follow the guidelines set by Safe Work Australia.
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Sanitiser on arrival and in-studio
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Disinfectant spray bottles and disposable wipes for cleaning of equipment
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Professional cleaners for deep cleaning
We kindly ask that if you are feeling unwell, show symptoms or have been in contact with anyone who has, to please rest and stay at home.