Policies

Thank you for taking part in personal training and group fitness classes at Balance. Below are the policies and procedures that allow us to be most efficient and provide the best service possible.

Payment is due in advance of any Balance services. It is the client’s responsibility to make sure their account is current while scheduling services.

An active electronic payment method must be saved on each account.
MC, Visa, AMEX, Discover, ACH Debit, Check & Cash are accepted forms of payment.
Group Fitness/Small Group Training: Payment is required to complete a reservation to attend a group fitness class, small group training or workshop of any kind.
Private & Semi Private Training: Payment is required before or at the time of scheduling the session. If you complete a package and want to continue training, your sessions need to be renewed prior to scheduling the next training session.
Client receives an email notification when a package has 2 sessions remaining and again when there are 0 sessions left.
For Private and Semi Private Training, any unpaid sessions will be charged at the base rate of the service if the unpaid sessions are not resolved 24 hours after official notification. Official notification is the email from Momence when a package reaches 0 sessions.

All customers are required to have a current package or stored payment method on their account to reserve in advance.

All participants must schedule group fitness services through Momence in advance.
Drop-ins will be permitted if capacity allows.
You are expected to begin at the start time of the scheduled group fitness class or small group training session. If you are 5 minutes late without notice, your space may be given to someone on standby.
Cancellations must be made 12 hours in advance to receive credit back for the session. Cancellations inside of the 12 hour window or unattended sessions credit(s) are forfeited.

Clients with unlimited class plans will have the associated rate charged for a late cancel or missed class.

Waitlists are available for every class. When a spot becomes available, 12 hours or more before the start of class, waitlisted clients will receive an email (or text if you have opted in to receive them) that you are placed into class. Client assumes responsibility for that class. If you change your mind, please cancel outside of the 12 hour window to avoid forfeiting the credit.

Balance may manually move you into class closer to the start time. If you cannot make it on short notice, let us know and your class credits will be restored.

Book your training sessions directly with your trainer. You will receive both a confirmation email as well as a reminder of your appointment 24 hours before the session.
You are expected to begin at the start time of the scheduled training session. If you are late, the time is deducted from your session.
If you need to cancel a training session, you must do so by contacting the trainer 24 hours prior to the appointment or you will forfeit your training session or be charged the associated rate.
In special circumstances and if the trainer’s schedule permits, we may agree upon a shorter notice period, in which case you will not forfeit your training session.

All session based packages expire 12 months after the date of the first session used (unless otherwise stated in the case of special promotions). Any sessions that remain after the expiration date will be forfeited. If you are physically unable to continue activity, contact management.
Monthly Group Fitness subscriptions can be temporarily frozen one time per 12 month period. Contact the studio for more information.

In the event your trainer no longer works for Balance, you will be provided new options to prevent disruption of service.
Package expiration extensions and other special accommodations require written request and are at the discretion of management.
Refunds are generally not provided except in rare circumstances upon written request and at the discretion of the management.

Please check in with the front desk as you arrive for any Balance service.
You are permitted to use the cardio equipment for a maximum of 20 minutes if you are on the premises for a scheduled Balance service unless it is in use by the training staff. No client is to be working out unsupervised on the training floor or in any classrooms without permission from management.
Speaking or using the speaker with mobile phones is not permitted on the training floor or in the classrooms. Also, be aware of social conversations during class and while on the public area of the training floor.
Balance will not be responsible for any items lost or stolen. Items may not be stored overnight. Any items left behind will be held in lost and found for a maximum of 30 days and then disposed of or donated.

Balance condemns racist, sexist and xenophobic speech and behaviors.
Balance promotes an environment that supports equality and fairness, empathy and respect. Any incidents will not be tolerated. When reported proof of that speech or behavior is presented, you will be prohibited from participating in Balance services and activities.