POLICY OVERVIEW
The Platform runs an 8-hour cancellation policy to ensure fair access to classes while protecting our business operations and instructor scheduling. For classes beginning Monday-Friday before 6:30am, the cancellation cutoff is 10:00pm the night before (to allow for the 8-hour advance notice.
Standard Cancellation Window
You may cancel any class reservation at least 8-hours prior to class start time without penalty. For membership clients, there is no fee to cancel 8-hours before the time of class start. For class pack clients, the class credit will be returned to your account for future bookings.
Late Cancellation & No-Show Fees
All membership types are subject to the following standardized fees:
Late Cancellation (within 8 hours of class start): $20 fee.
No-Show (booked but not attended): $25 fee.
Fee Collection
Unlimited Members: Fees charged immediately to membership billing.
Package Holders: No fee, but loss of the class.
Drop-in/Guest Passes: No fee, but loss of the class.
BOOKING AND SWITCHING CLASSES
Switching Classes
If it is more than 8 hours before class start time, you may switch classes by:
Cancelling your current reservation.
Booking your preferred new class time.
Same-day or last-minute switches (within 8 hours) are considered late cancellations and subject to the $20 fee.
WAITLIST MANAGEMENT
Waitlist Process
Waitlist is active until 8 hours prior to class start time.
When a spot becomes available, you will automatically be enrolled in the class before the 8-hour window. After the 8-hour window, or 10:00pm (if the class begins before 6:30am), you MUST reply "1" via text message within 2 hours to confirm your reservation, as you will NOT be automatically added into the class without confirmation. Failure to confirm will result in the spot being offered to the next person on the waitlist.
Immediate notification sent via email and/or text (if opted in).
Once enrolled from waitlist, the reservation is confirmed and subject to standard cancellation policy.
Waitlist Responsibilities
Remove yourself from waitlists if you no longer wish to attend before the 8-hour window, or 10:00pm if the class begins before 6:30am.
Treat waitlist spots as potential reservations.
Same-Day Availability
Check online booking system for real-time availability.
Call studio during business hours: +1 (562) 471-5231.
If the spot becomes available, walk-ins are allowed on a first come first serve basis.
CANCELLATION METHODS
Classes may be cancelled through any of the following methods:
Online (Preferred)
Studio website: www.theplatform-studio.com
Mobile app (if available).
Login to "My Account" → "Schedule" → "Cancel".
Phone
Call studio: +1 (562) 471-5231.
Available during business hours.
Emergency cancellations accepted outside business hours (voicemail with timestamp).
Email (Emergency Backup)
Send to: info@theplatform-studio.com
Include: Full name, class date/time, booking confirmation number.
Emergency situations only when other methods unavailable.
In-Person
Studio front desk during business hours.
Staff will process cancellation immediately.
EMERGENCY EXCEPTIONS
Cancellation fees may be waived at management discretion for documented:
Qualifying Emergencies
Medical emergencies affecting participant.
Death in immediate family (spouse, parent, child, sibling).
Natural disasters or public emergency declarations.
Verified technical system failures preventing normal cancellation.
Military deployment or emergency service calls.
Exception Process
Contact studio manager within 48 hours of missed class.
Provide documentation when available (medical note, etc.).
Management will review and provide written decision.
Management decision is final.
Non-Qualifying Situations
Work conflicts or schedule changes.
Transportation issues (traffic, car trouble).
Forgetting about class reservation.
General illness without medical documentation.
Weather conditions (unless official emergency declared).
FEES & BILLING
Payment Processing
All fees processed within 24 hours of missed class.
Fees charged to credit card on file for account.
Failed payment attempts will result in account hold until resolved.
Class Credit Management for Class Packs
Successfully cancelled classes: Credit returned to account.
Late cancellations: Forfeit credit
No-shows: Forfeit credit + fee charged
All forfeitures are final and non-refundable.
Class Credit Management for Membership Packages
Successfully cancelled classes: No charge
Late cancellations: $20 Fee charged
No Show: $25 Fee charged
Credit Expiration
Returned class credits maintain original package expiration terms.
Late cancel forfeitures do not extend package validity.
Unlimited membership credits reset every 4 weeks per membership terms.
DISPUTE RESOLUTION
Fee Dispute Process
Questions or disputes about cancellation charges:
Contact Studio Manager within 48 hours of charge
Email: info@theplatform-studio.com
Phone: +1 (562) 471-5231
Provide Documentation
Booking confirmation number.
Detailed explanation of circumstances.
Supporting documentation if applicable.
Management Review
Review completed within 2 business days.
Written response provided with decision and reasoning.
Manager decision is final for standard disputes.
Account Holds
Accounts with unpaid cancellation fees will be suspended from:
New class bookings.
Waitlist participation.
Membership benefits.
Account access restored within 24 hours of payment resolution.
SPECIAL CIRCUMSTANCES
System Technical Issues
If The Platform's booking system is unavailable:
Phone cancellations accepted without penalty.
Email cancellations with timestamp documentation accepted.
No fees applied for verified system outages.
Staff will assist with rebooking when the system is restored.
Instructor Cancellations
If The Platform cancels a class:
Full credit returned to account immediately.
Notification sent via email/text.
No penalties or fees applied to participants.
Alternative class options provided when possible.
Studio Closures
For unexpected studio closures (weather, emergency, etc.):
All affected classes automatically cancelled.
Credits returned to participant accounts.
No fees or penalties applied.
Notification sent as soon as safely possible.
POLICY TERMS
Modifications
The Platform reserves the right to modify this cancellation policy with 30 days advance notice to active members via:
Email notification to registered email address.
Website posting at www.theplatform-studio.com
In-studio signage.
Binding Agreement
By booking classes, you agree to abide by this cancellation policy. This policy is incorporated into The Platform's Terms & Conditions and waiver agreements.
Effective Application
This policy applies to:
All class types and membership levels.
Workshops and special events (unless otherwise specified).
Private training sessions (separate policy may apply).
All studio locations operated by The Platform LLC.
CONTACT INFORMATION
Questions about this policy:
Email: info@theplatform-studio.com
Phone: +1 (562) 471-5231
In-person: 420 E 4th Street, Long Beach, CA 90802
Business Hours:
Monday-Friday: 6:30am to 7:30pm
Saturday-Sunday: 7:30am to 1:30pm
Holiday hours posted separately