We understand that it can happen to forget to check in on the app before your class. Don’t worry, we’ll explain what this means and how you can prevent any issues.
Instant Booking and No-Show
If you made an instant booking and forgot to check in, a no-show will be automatically recorded in your history. A no-show occurs when you have a booking done with the app and either do not show up or fail to complete the check-in.
If you did not check in for a class booked in the app, the following applies:
- First No-Show: The first no-show in your history is free. This means no fee will be charged. We understand that confusion or unforeseen circumstances can occur, so don’t worry about the first one.
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Second No-Show and subsequent No-Shows: Starting from the second no-show, a fee of €13 will be applied, which will be automatically charged 7 days after the class date. We recommend keeping an eye on your future bookings to avoid this situation.
No Instant Booking and access granted
If you did not make an instant booking in the app, you booked directly with the partner, or it was “Free Training” at a gym, and you still managed to attend the class or access the venue because our partner allowed you entry, it is important to note that:
Our partners cannot add manual check-ins. This means that even if you attended the class, the partner will not be able to record your visit in our system and, therefore, cannot charge for your visit.
It is crucial to make sure you check in via the app to avoid these kinds of issues.
Exceptions
We understand that mistakes can happen, which is why we offer a single exception to cancel or refund the no-show penalty for your second no-show. After that, we cannot offer further exceptions, so we ask you to be careful with your bookings and complete the check-in.
If we have not granted you any exceptions for no-shows before, you can request an exception by opening a ticket here. For this, attach proof that you attended the class.
Proof can be one of the following:
- A photo of yourself at the center.
- Photo of the partner's attendance list.
- Or you can ask the partner to contact our Partner Support team to have them add the check-in to your history.
Tips to avoid No-Shows
- Set reminders: Schedule alarms or notifications to check in before your class.
- Review your booking: Make sure to check your reservation in the app and complete the check-in as soon as you arrive at the studio.
- Contact us: If you experience technical issues with the app that prevent you from checking in, contact our Customer Experience team as soon as possible.
We hope this information is helpful and helps you avoid any inconvenience in the future. Thank you for being part of our community!