Frequently Asked Questions

Booking & Cancellations

How do bookings work?

  • Classes open 21 days in advance.

  • Max 2 bookings per day.

  • Reformer & weight classes: max 9 active bookings at once.

How does the waitlist work?

  • If a spot opens, you will be added automatically.

  • The waitlist closes 2 hours before class.

  • If you’re still on the waitlist and know you can’t attend, please remove yourself so another member can join.

  • For early morning classes: If you fall asleep before being pulled into class from the waitlist, set an alarm to check if you’ve been added at least 2 hours before class starts. There’s always a possibility to be pulled in from the waitlist last at night. If you don’t think you’ll wake up in time to check then please make sure to cancel yourself from the waitlist so other members have a chance to book themselves in.

What happens if I miss a class or need to late cancel?

  • Cancel at least 2 hours before class to avoid penalties.

  • If you miss the 2 hour mark, you can late cancel up to 60 minutes before class. After 3 late cancellations, a 250 SEK fee applies. The reason late cancellations result in a warning or fee regardless if the class is full or not is simply due to holding space in class. Many of our members prefer to book themselves 3-weeks out from the scheduled class or many clients feel unmotivated to register when seeing many classes looking fully booked. Our late cancellations and no-show fees help others get a spot in our highly desired and sought after classes and give everyone the fair chance to utilize their memberships accordingly. All cancellations must be made via the app in wondr. We don’t not accept late cancellations by phone calls or emails although you are welcome to let us know you won’t attend in case someone from the waitlist would like to come in.

  • Missed Reformer/weight class: 325 SEK fee charged immediately.

  • Mat-based classes: 250 SEK fee after 3 no-shows.

  • Personal Training: must be cancelled 24 hours in advance, or the full amount is charged.

Do all memberships have the same policies?
Yes, all memberships follow the same booking and cancellation policies.

Can I rebook missed drop-in classes or course sessions?

  • Course occasions: Yes, missed sessions must be rebooked in the drop-in calendar within 3 months after your course ends.

  • Drop-in classes: Yes, but cancellation must be made at least 2 hours before class to rebook. Cancelations must be made via email due to that we are not always available to answer the phone. Cancelled drop-in sessions must be rebooked within 3-months from the original drop-in date.

    To rebook a missed course or drop-in session simply email us at anmalan@pilatescomplete.se