Policies & Procedures
Registration & Payment FAQ
How do I register for classes?
All class registrations are done online through our website, MINDBODY Online, or the MINDBODY app. You’ll need to create a profile before you can book a class.
How do I pay for my class?
Payment is required at the time of registration and must be made online. Vertical Freedom does not accept payment in person at the studio or at the time of class.
Cancellation Policy FAQ
What is your cancellation policy?
We require at least 24 hours’ notice if you need to cancel your scheduled class.
What happens if I cancel late or don’t show up?
If you cancel with less than 24 hours’ notice or do not attend your class:
- There are no refunds for any services.
- You will lose that class from your package.
- There are no exceptions to this policy.
Refund Policy FAQ
Do you offer refunds on classes or packages?
Refunds may be considered only on a case-by-case basis.
Are sale packages refundable?
No. Packages purchased during special promotions (for example, Black Friday or Memorial Day 40% off sales) are non-refundable.
Can I get an extension on my package after it expires?
No. There are no extensions on expired packages.
Studio Etiquette FAQ
What kind of environment does Vertical Freedom provide?
We pride ourselves on maintaining a welcoming, safe, and nurturing space for all clients. Respect and kindness are required at all times.
What happens if someone is disrespectful?
Any behavior that is disrespectful or hurtful toward another client or a staff member will not be tolerated and may result in being asked to leave.
What if I’m late to class?
If you arrive more than 5 minutes late and miss the warm-up:
- You will not be allowed to participate in the class for safety reasons.
- You will lose that class from your package.
What if I don’t follow the instructor’s directions?
If you are not listening, not following directions, or causing disruption during class, you may be asked to leave for the safety and comfort of the group.
How do you treat your clients?
Every client is extremely important to us. We treat everyone with the utmost respect and aim to make the studio a refuge from stress, a place to find calm, and to get a great workout.
Health & Safety Policies
How often is the equipment checked?
All equipment and rigging are inspected yearly for safety and wear. Instructors also check equipment before each class to ensure everything is secure and in good condition.
What type of poles do you use and how are they maintained?
We use Lupit, chrome, 45mm studio-grade poles, which are screwed into the trusses and pressure-mounted to the floor. They are:
- Cleaned daily with an alcohol solution
- Fully sanitized after every class
How are the hammocks maintained?
Hammocks are:
- Checked for holes or compromises before every use
- Washed frequently
If you have your own hammock, you’re welcome to bring it, and the instructor will hang it for you.
What if I’m not feeling well?
If you’re feeling unwell, please cancel your class and return when you are feeling better to protect the health of other clients and staff.
What if I have an injury?
If you have an injury but can still participate, please inform your instructor before class so they can provide modifications and safe alternatives.
Privacy Policy FAQ
Can I record during class?
You may record yourself at certain times during or at the end of class, with instructor permission. Please:
- Only record yourself, especially if you plan to post on social media
- Be mindful that some clients do not wish to appear in photos or videos
How is my personal information handled?
Vertical Freedom does not share or release any personal information about our clients to anyone.
Waiver Information
Do I need to sign a waiver?
Yes. Waivers are signed when you create your profile and must be completed before you can register for any classes.
Have more questions?
Get in touch!
