Effective Date: January 2026
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)
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:
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:
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