Private Cancellation Policy

All sessions are arranged on a scheduled basis. All clients are asked to give a 24-hour notice when canceling an appointment, by calling the front desk directly. Monday appointments must be canceled by 3pm on Friday. Sessions canceled less than 24 hours in advance will be deducted from your account. If you must late cancel, please contact your instructor directly.

Semi-Private Cancellation Policy

When you make an appointment with us, we reserve an instructor for your time.  Therefore, if you cannot attend a session you are signed-up for, we ask that you cancel with the front desk with at least 24-hour notice. Monday appointments must be cancelled by 3pm on Friday. If you need to cancel last minute or in the case of an emergency, please contact your instructor directly. We do allow a 15-minute grace period for latecomers; however, after 15-minutes, you will not be permitted to join, for safety reasons. 

Weather Cancellations

If the Rochester Public Schools close due to weather, all sessions will be cancelled. Any missed appointments will be rescheduled as soon as possible. 

Emergency Freeze

A 30-day notice is required to pro-rate your account if you will be gone for 1 month. Accounts will be pro-rated in the case of pregnancy complication or delivery.

Medical Leave

If medical conditions arise, preventing you from continuing your sessions for an extended period of time, please notify the studio. We will need a note from your doctor explaining your condition and limitations. You will also need to fill out our Medical Leave form, available at the front desk. Credits and refunds are not permitted, but extensions on session expiration dates are available.

Refunds

There are no refunds allowed. We have a 100% satisfaction guarantee for clients taking private sessions at least 2 times per week.

Grievance and Complaints Procedures

Step 1. Resolve verbally with the staff member involved.

The student should attempt to resolve the grievance with the staff member or members involved within a reasonable time frame from the date of the issue concerned. A reasonable time would be 30 days from the date of the incident. The complaint and its outcome will be recorded in a complaints/appeals log by the staff member concerned.

Step 2. Direct the complaint to a nominated party of McEntire Pilates and resolve the complaint in writing.

If the grievance is still unresolved, it should be directed to a nominated party of McEntire Pilates. The nominated party may include (but is not restricted to) a staff member of McEntire Pilates or a member of the administration. The nominated party will respond in writing the reasons for any recommendations or decisions in respect to the matter. The complaint and its outcome will be recorded in the complaints/appeals log by the nominated party.

Step 3. Refer in writing to the Director of Education

If the matter is not successfully resolved at this stage, the student should refer the grievance (using the complaints form) in writing to the Director. Except when insufficient or unfounded reasons have been given to by the student to support the complaint, the Director will take the complaint in writing, inform the respondent, officially commence an investigation and give an answer, outlining the reasons behind the response within 7 days. A copy of the response will be filed in the complaints/appeals log and any action to be taken will be attended to immediately by the Director of the student (as required).