Question 1

1. Can I change the start date of my membership if I haven't used it yet, but I won't be able to start on the date I booked?

Accepted Answer

Yes, absolutely no problem, but of course you should contact us as soon as possible if the situation changes since you ordered your membership. Until the first visit, your membership is considered unstarted and its start date can be adjusted. There are 2 solutions:If no future lessons have been booked yet, then we cancel the membership and simply re-attach it from the new start date.If there are reservations made in advance, it all depends on their quantity: if there are only a few, then we ask you to cancel them and then, according to the first solution, we cancel the membership and open a new membership from the new date. If there are enough reservations made in advance (only from a later date than the one on which the membership was ordered), then we simply extend the membership so that it is valid for 30 days from the first reserved lesson.

Question 2

2. How can I cancel a lesson if I can't come?

Accepted Answer

Training cancellations are possible in the booking app when there are at least 8 hours left before the training starts. If there are less than 8 hours left, cancellation is no longer possible and the session is considered used, even if you do not show up for the booked training. There are 2 ways to cancel in the app:My profile -> Reservations -> 3 dots on the lesson you want to cancel -> Cancel reservation.Schedule -> Find the lesson you want to cancel -> Click on "Reserved" -> Cancel reservation.

Question 3

3. What should I do if I know I won't be able to attend the class, but I can't cancel because there are less than 8 hours left until the class starts?

Accepted Answer

There is no need to do anything. Of course, we would really appreciate it if you would be kind enough to let us know via Facebook that you will not be attending, as this will allow us to offer the spot to someone else if there are people on the waitlist .There is a registered improvement point in the reservation system so that it is possible to cancel a training session even less than 8 hours before the start of the training session, in which case the membership would simply not be reinstated, but the place would be automatically released. We may have this functionality sometime in the future.

Question 4

4. Can I extend my membership? / Can I suspend my membership?

Accepted Answer

Clause 4.6 of the Terms of Service Agreement states that memberships are not suspended or extended . However, if due to unforeseen circumstances you are no longer able to use half or more of the planned visits, the membership may be converted to another type of membership, taking into account the actual number of visits used. In such a case, an overpayment is recorded, which reduces the price of the next membership.Examples:- The member has purchased a four (4) session membership, but due to a prolonged illness, he/she was only able to use two (2) of the four (4) sessions during the membership period. In this case, the 2 sessions used are converted into 2 one-time visits and an overpayment is recorded. The overpayment amount is calculated by subtracting the price of the two one-time visits from the purchased membership price.- A member has purchased a nine (9)-time membership, but due to an unforeseen business trip, he/she was only able to use four (4) of the nine (9) times during the validity period. In this case, the 4 used times are converted into a 4-time membership and an overpayment is recorded equal to the price difference between the nine (9) times purchased and the four (4) times membership.

Question 5

5. Is it possible to purchase a new membership before the old one has expired, i.e. what should I do if my membership expired before its expiration date?

Accepted Answer

Yes, you can purchase a new membership while your old one is still valid. Memberships are one-time. If your membership expires before the expiration date, you do not need to wait until the expiration date to order and purchase a new membership.

Question 6

6. How does the waiting list work?

Accepted Answer

If you have registered for a class that you cannot fit into, you are on a waiting list. As soon as a spot becomes available in the class, i.e. someone else cancels their reservation, an automatic notification is sent in the app about the available spot to the first person waiting in line, and that person has 5 minutes to reserve the spot or cancel it.It is very important that if you see the message, but the place no longer interests you - you should click "Thanks, no" and thus remove yourself from the waiting list. As long as the first person waiting is waiting, no one else can reserve a place (neither those on the waitlist, nor directly through schedule / services). If the first person in the queue does not take the free place within the 5 minutes allotted to him, then a notification about it is sent to the second person waiting in the queue (and the place becomes unavailable to the first) and this continues until the place is reserved or the entire circle of waiting people passes completely.If all those waiting do not see the notification within the allotted time or simply do not reserve a seat, only then does the free seat become available to everyone again - both to everyone on the waitlist and to all members in general (via schedule or services). And then the principle of priority applies to who will take that seat.It is important to understand that the system will not allow you to reserve a vacant seat in 2 cases:If you see a message about a vacant seat after your allotted time has passed. The message itself does not disappear, you will simply not be able to make a reservation from it until the entire waiting list has been filled. If all those waiting do not take their seats, then the option to make a reservation from the old message will reappear.If you have no free generations in your membership or its validity date has already expired and the new membership has not yet started (more in question 8).

Question 7

7. Does the waitlist count against my membership?

Accepted Answer

No, for the benefit of members, it is not deducted. Because of this, the situations described in question 8 sometimes occur. Upon receiving a notification about a vacant seat, members have the opportunity to choose whether to take the seat or refuse it. And then, if a reservation is made, the membership is already deducted.

Question 8

8. If I receive a notification about a vacant spot in a class through the waitlist, but my new membership starts later, and I no longer have any classes in my existing membership and cannot register, what should I do?

Accepted Answer

Our recommendation and expectation is that ideally, if you book a membership from a certain date, you will only be eligible for training from that date, because technically the reservation system is not designed for such an exceptional situation. And if you get into a class before the membership start date, it would mean that the membership starts earlier and then the membership validity period should be shortened accordingly. So, specifically answering this question - this should not happen, because you should not register for the waitlist without having an active membership or free sessions at that time.But sometimes it happens that this situation arises precisely in the gap between memberships, sometimes due to a difference of only one day. The solution is - we can deduct a session from the membership before its validity period has even begun, but in this case you need to react very quickly, because the waitlist reserves the place for you for 5 minutes from the moment you receive the message. During that time, you should be able to independently understand why you are unable to make a reservation, write to us on Facebook and have a success factor that we will be available at that time and will be able to quickly arrange the reservation and deduct the session.

Question 9

9. Where should I write all the questions that arise?

Accepted Answer

We are very grateful when messages/questions come through our Facebook account . It is the most convenient way to manage them. We also, of course, respond to Instagram messages.

Question 10

10. Can I transfer my membership to someone else?

Accepted Answer

Yes, our terms of service agreement stipulates this in the following clause: The Member has the right, upon agreement with the House, to transfer the Membership or part thereof to another person. In such a case, the Member shall submit a written request (in free form) to the House, indicating the name and surname of the specific person to whom the Membership or part thereof is being transferred, and their consent to take over the Membership.The person to whom the Membership or part thereof is transferred must enter into an Agreement with the House. In addition, the Member must pay a one-time Membership transfer fee, the amount of which is determined by the House in each specific case.

Question 11

11. Can I choose a different membership than the one I have had so far?

Accepted Answer

That's right, you can choose a different membership each time - it completely depends on your employment status and the wishes and possibilities at that stage.

Question 12

12. What is the minimum number of participants for the training to take place?

Accepted Answer

4 (not valid for Open studio sessions).

Question 13

13. What is Open Studio and how does it work?

Accepted Answer

Open studio time is an additional bonus for active members with group class memberships. This is an opportunity to register through the app and come and use the hall, poles and other equipment independently, outside of a group workout. Registration for this time is mandatory, but does not use your membership hours.The key word in Open Studio is self-paced . This means that there will be no one from the Flame team to show you how to do a trick or answer any questions you may have.With an active group training membership (one-offs do not count), you can register for Open Studio as many times as you have multiple memberships. With an Open Studio membership only, you can register for all weekly Open Studio times.Open studio times have a limit of participants based on the number of poles. Please be responsible about cancellations and, if your plans have changed and you will no longer be attending, be sure to cancel your reservation at least 8 hours before the start of the Open studio. If you can no longer cancel in the system, but you know you will not be able to attend - send us a message on Facebook .For quality Open Studio training, wireless headphones are highly recommended so that everyone can focus on their music and their goals.​

Question 14

14. What if I don't know my plans for the evening and I come to class at the last minute?

Accepted Answer

If there are places available, you can book a lesson even 1 minute before it starts. It is only important to have a valid membership. For existing members, it can be purchased through the app in the PRICING section, for new members - through the website https://www.poleflame.lt/narysciu-isigijimas

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