MEMBER SERVICES AND POLICIES

Accounts: In order to access features of our website and app, you will need to create an account. When creating your account, please provide accurate and complete information. You are responsible for the activity that occurs on your account and for keeping your account information secure. You may not use another person's account without permission. Memberships, packages, and class credits are not to be shared or transferred. Please notify us if you believe there has been unauthorized use of your account.

Reservations: You must sign up for classes in advance through the TONE app or website. Please arrive and check in with your instructor at least 5 minutes before the start of class so you have time to get settled and ready to move.

• First-time clients with no prior experience must arrive at least 10 minutes before class start time. Clients who arrive after the class has begun will not be admitted. This time is required to complete waivers and receive a full machine and class overview. For safety and class integrity, we reserve the right to strictly enforce this policy.

Instructors: We reserve the right to change or substitute an instructor for any reason and without prior notice.

Booking Window: All TONE classes operate on a 7-day rolling booking window. Clients may reserve classes up to 7 days in advance through the TONE app or website.

Grip Socks Are Required. We require them solely for your safety on the machine. No exceptions. If you do not have grip socks, or forgot to bring yours to class with you, we sell many cute styles in the studio. YOU WILL NOT BE PERMITTED TO TAKE CLASS WITHOUT GRIP SOCKS AND YOU WILL NOT BE ELIGIBLE FOR A REFUND FOR YOUR CLASS IF YOU DON'T BRING THEM OR BUY A PAIR BEFORE CLASS.

You will not be permitted to take class without grip socks. Arriving without grip socks does not make your reservation eligible for a refund or cancellation-fee exception if you choose not to purchase a pair before class.

Class Cancellations: When you reserve a class, we assume you are planning to attend that class, at that TONE location, and at the scheduled time.

• Classes at 9:00 AM or earlier must be canceled by 9:00 PM the night before.

• Classes after 9:00 AM must be canceled at least 6 hours before the class start time.

• Late cancellations are subject to a $20 late cancellation fee.

• No-shows are subject to a $25 no-show fee.

• Returning clients have a small grace period when possible. Once the warm-up is complete, typically around 3–5 minutes after class begins, the door will be locked and entry will not be permitted.

• First-time clients with no prior experience must arrive at least 10 minutes before class start time. Clients who arrive after the class has begun will not be admitted. This time is required to complete waivers and receive a full machine and class overview. New clients who arrive less than 5 minutes before class may not be able to participate. For safety and class integrity, we reserve the right to strictly enforce this policy.

Clients are responsible for:

• Confirming the correct TONE studio location when booking.

  • TONE Lagree | Sunset Blvd: 5076 Sunset Blvd, Suite D Lexington, SC 29072

  • TONE Reformer Pilates | Augusta Hwy: 1812 Augusta Hwy, Suite L Lexington SC 29072

  • TONE Chapin: 1430 Chapin Road, Chapin SC 29036 (COMING SOON)

• Arriving on time and ready to participate.

• Managing class reservations and cancellations through the TONE app or website.

• Monitoring upcoming reservations and waitlist status.

• Keeping email and SMS notification preferences up to date.

If a client books at one TONE location and arrives at another, we cannot guarantee that we will be able to accommodate the client in another class or waive any applicable late-cancel or no-show fees.

Class Cancellations Through Your Account: All class cancellations must be completed through the TONE app or website. We do not process class cancellations through email, text, social media, or directly through an instructor.

Your reservation is not considered canceled until it has been successfully removed from your account. We recommend checking your upcoming reservations after canceling to confirm the cancellation was completed.

Waitlists: If a class is full, you may add yourself to the waitlist. Clients are automatically moved from the waitlist into class as spots become available up to 2 hours before the class start time. If you have opted into SMS and email notifications, you will receive an update from the system.

If you are moved into class, you are automatically enrolled and we assume you are attending. All regular cancellation and no-show policies apply to waitlist reservations once you are added to class.

It is the client's responsibility to monitor notifications and check their account for reservation updates. Being on a waitlist means you are agreeing to attend if a spot becomes available. If your schedule changes, please remove yourself from the waitlist.

Membership Terms: All TONE memberships require a 3-month minimum commitment. By purchasing a membership, you agree to complete the initial 3-month commitment before canceling. All memberships are non-refundable and can not be transferred.

Price, start date, billing cycle, and number of classes included are determined by the membership purchased. Memberships automatically renew according to the billing terms associated with your membership until canceled in accordance with your membership agreement.

After the initial 3-month commitment has been fulfilled, your membership will continue to automatically renew until a cancellation request is submitted in accordance with TONE's membership cancellation policy.

Classes included in monthly memberships do not roll over into the next billing cycle.

Your membership pricing remains in place as long as that membership remains continuously active and in good standing. If you cancel your membership and choose to rejoin at a later date, you will have to do so at the current rate.

Guest Passes: Guest passes are a member perk designed to share the TONE experience with a friend who is new to the studio.

• Can I use my guest pass for myself?
  Guest passes are intended for guests only and are not meant for member use.

• Do guest passes roll over?
  Guest passes do not roll over and must be used within your membership billing cycle.

• Can I transfer or exchange my guest pass?
  Guest passes are non-transferable, have no cash value, and cannot be exchanged for account credit.

Membership Changes: Changes to your membership, including upgrades, downgrades, billing date changes, freezes, and cancellations, may affect future reservations.

Our booking system may automatically remove future reservations that fall outside of your currently active or paid membership period as a result of a membership change. Because these changes are system-controlled, we cannot guarantee that canceled reservations can be restored if the class has since filled or developed a waitlist.

Membership Freezes: A membership freeze temporarily pauses your regular membership billing and studio access for an approved period of time.

Memberships may be frozen for up to 3 billing cycles. A 30-day notice is required for all membership freezes, and a $10 freeze fee will be charged for each billing cycle that your membership remains frozen.

Freeze requests cannot be backdated or applied retroactively to a billing cycle that has already processed.

When your freeze ends, your membership will automatically reactivate and your regular membership billing will resume. Your billing date may shift based on the timing and length of your freeze.

Membership Cancellation: All TONE memberships require an initial 3-month commitment and a 30-day notice is required for all membership cancellations.

To request a membership cancellation, you must email info@tonewellnessstudio.org. Our Member Services team will provide you with the required Membership Cancellation Form to complete.

Your cancellation request is not considered submitted until the Membership Cancellation Form has been completed and received by TONE. The 30-day notice period begins based on the submission of the required cancellation form, not the initial email requesting the form.

Memberships will continue to bill as scheduled during the 30-day notice period. Any scheduled membership payment that falls within your notice period will still be processed.

Memberships cannot be canceled prior to the completion of the initial 3-month commitment.

Canceling upcoming class reservations, removing a payment method, or sending a cancellation request through text, social media, or directly to an instructor does not cancel your membership.

Once your cancellation has been processed, your membership will remain active through the applicable cancellation date, and you may continue using your membership benefits during that time.

Personal Belongings: You agree that TONE is not responsible for the safekeeping of your personal belongings while you are in the studio. Please keep your belongings in the designated areas and avoid bringing unnecessary valuables to class.

Children in the Studio: For safety and liability reasons, children are not permitted to remain unattended in the studio while a parent or guardian is taking class.

Our studios contain specialized equipment and moving machines, and we do not have sufficient staffing to supervise children during classes. We ask that childcare arrangements be made prior to attending class.

Pre-Existing Conditions + Injuries: I, the Participant, hereby affirm that I am in good physical condition and do not suffer from any mental or physical disability which would prevent or limit my participation in training with an instructor at TONE Wellness Studio.

I confirm that I have no health issues (including without limitation cardiac irregularities; spinal or bone, joint, tendon or ligament injuries; spells of dizziness; asthma (or other breathing difficulty); diabetes, epilepsy or any allergy) which may affect my participation in any sessions at TONE Wellness Studio. Participants with low/high blood pressure and/or cardiac irregularities should not attend class. If there is any doubt, the Participant should consult their doctor. It is the Member’s sole responsibility to notify us before attending any class of any circumstances affecting their health which may be exacerbated through continued use of the studio and/or which may have arisen or worsened since their last session at the Studio (if any).

A minor (15-18 years of age) may participate only with a parent or legal guardian present. No one under the age of 15 years may participate. For safety and liability reasons, children are not permitted to remain in the studio or lounge area while a parent or guardian is taking class.

Pregnancy: If you are pregnant or postpartum, we recommend checking with your healthcare provider before beginning or continuing an exercise program. Please let your instructor know before class so appropriate modifications can be offered within the instructor's scope.