FREQUENTLY ASKED QUESTIONS
1. Can I change start date for my membership if I haven't used it yet and can't start from the date it was ordered?
Yes, no problem at all, of course you should let us know as soon as possible if the situation changes since the initial membership request. Such membership is treated as pending and it’s activation date may be adjusted. There are usually 2 solutions:
* if there are no future lessons booked, then we cancel the membership and simply attach it again from the new start date.
* if bookings have been made already, it all depends on their quantity: if there are only a few, then we ask to cancel them and then as in the first solution option we cancel the membership and activate new one from the new date. If more sessions are booked (but for a later date comparing to when membership was firstly activated) then we simply extend the membership to be valid for 30 days from the first lesson booked.
2. How I can I cancel the class if I can't attend?
Cancellation is possible in the booking app when there are at least 8 hours left before the start of the class. With less than 8 hours to go, cancellation is no longer possible and the visit is considered used, even if you do not show up for the booked session. There are 2 ways to cancel class 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 "Booked" -> Cancel reservation.
3. What should I do if I know that I will not come to the booked lesson anymore, and I can’t cancel because there are less than 8 hours left before the lesson starts?
There is no obligation to do anything. Of course, we really appreciate it if you are so kind to inform us via Facebook that you won't be coming, because then we still have the opportunity to offer the place to someone else if there are people on the waiting list.
4. Can I extend my membership? / Can membership be suspended?
Clause 4.6 of the terms and conditions of the service provision rules stipulates that memberships are not suspended or extended. However, if due to unforeseen circumstances you are unable to use half or more of membership visits, the membership may be converted to another type of membership based on the actual number of visits used. In this case, an over-payment is recorded, which reduces the price of the next membership.
Examples:
- Member has purchased four (4) visits membership, but due to prolonged illness, was only able to use two (2) of the four (4) classes during the membership validity period. In this case, the 2 times used are converted into 2 one-off visits and an over-payment is recorded. The overpay is calculated by subtracting the cost of two one-off visits from the purchased membership price.
- The member has purchased nine (9) visits membership, but due to an unscheduled business trip, he was only able to use four (4) of the nine (9) times during the validity period. In this case, the 4 times used are converted to a 4 visits membership and an over-payment equal to the price difference between the purchased nine (9) visits and four (4) visits membership is recorded.
5. Can I buy a new membership before the old one expires? / What should I do if I use all visits from my membership, but there is still time left till it's end date?
Absolutely, you can purchase new membership while the previous one is still valid. If the sessions are all booked and used before the membership expiration date, you do not need to wait for the expiration date to order and purchase a new membership.
6. How waitlist is working?
If you are registered for a class that you cannot fit in, you are on the waiting list. As soon as a place becomes available in the lesson, means someone else cancels their reservation, an automatic message is sent in the app about the free place to the first person on waitlist and that person has 5 minutes to reserve or refuse the free place.
It is very important that if you see the message, but you are no longer interested in the place, you click "No thanks" to remove yourself from the waiting list. As long as the time of the first waiting person passes, all others cannot reserve a seat (neither those on the waitlist, nor simply through schedule/services).
If the first person in the queue does not take the vacated place within 5 minutes, then a notification about it is sent to the second person waiting in the queue (and the first person's place becomes unavailable) and so on until the place is reserved or the entire circle of waiting people rotates. If everyone on waiting list do not see the message within the allocated time or simply do not reserve a place, only then free place becomes available to everyone again - both to everyone on the waitlist and also to other members (via schedule or services). And then the priority principle works, who will take that place.
It is important to understand that the system will not allow you to reserve a vacant spot in 2 cases:
* if you have seen notification already after the allocated 5 min time. In this case, the message itself doesn't disappear anywhere, you just won't be able to make a reservation from it until the entire circle of waiting people rotates. If everyone who is waiting does not take the place, then the possibility to reserve from the old message appears again.
* if you do not have free times in your membership or its validity date has already expired and the new membership has not yet started (see question 7 for more details).
7. Does the waitlist reduce visit from my membership?
No, in favor of members, does not reduce. Upon receiving notification of a vacant spot, members have the option of taking or refusing the spot. And only then, if a booking is made, the visit is deducted from the membership.
8. If I receive a waitlist message about an open spot in the desired class, but my new membership starts later, and I'm also out of sessions on my current membership and can't sign up, what should I do?
Ideally, our recommendation and expectation is that if you book a membership from a certain date, you only qualify for training from that date, as technically the reservation system is not designed for such an exceptional situation. And if you take 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, ideally, such situation should not happen, as it is not recommended to put yourself on waitlist without having an active membership. But this situation might happen precisely in the gap between 2 memberships, sometimes due to the difference of only 1 day. In such cases there is the solution - we can reduce session from your membership even before it starts, but in this case you need to react very quickly, because the waitlist reserves a place for you 5 minutes after receiving the notification. During that time, you should understand why you can't make a reservation on your own, write message to us via Facebook and have the luck factor that we will be available that moment and will be able to quickly arrange the reservation and book you in.
9. Where to address all the questions that arise?
We greatly appreciate messages/questions coming through our main Facebook account. There is the most convenient management of them. We also, of course, respond to Instagram messages.
10. Can I transfer my membership to someone else?
Yes, in the terms and conditions of our service provision rules, this is provided for in the following clause: The Member has the right, upon agreement with the studio, to transfer the Membership or its part to another person. In such a case, the Member submits a written request (free form) to studio, indicating the name and surname of the specific person to whom the Membership or part thereof is transferred and consent to take over the Membership. The person to whom the Membership or part thereof is transferred must enter into an Agreement with the studio. In addition, the Member must pay a one-time Membership transfer fee, the amount of which is determined by the studio on a case-by-case basis.
11. Can I choose a different membership than the one I already have?
Yes indeed, it is possible to select a different membership each time - completely depends on your availability and wishes at that stage.
12. What is the minimum number of participants for the training to take place?
4 (not applicable to Open studio classes).
13. What is Open studio and how it works?
Open studio time is an additional bonus for active members with group lesson memberships. This is an opportunity to come and use the hall, poles and other equipment on your own, outside of group training, after registering through the app. Registration at this time is required, but does not use your membership times.
The key word in Open studio is independently. This means there won't be a responsible person from the Flame team at that time to show you how to do the trick or answer any questions you may have.
With an active group training membership (only one-offs do not count) you can register to the same amount of Open studios as your membership visits. With a separate Open studio membership, you can register for all weekly sessions.
Open studio times have a participant limit based on the number of poles. Please treat cancellations responsibly and if your plans have changed and you will no longer participate, 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 that you won't attend - send us a message on our Facebook account.
For high-quality Open studio training, wireless headphones are also highly recommended, so that everyone can focus on their music and their goals.
14. What should I do if I do not know my evening plans and last minute decide to join some class?
If there are free places, you can make booking even 1 minute before class starts. It is just important to have valid membership. Studio members can purchase it via booking app, in PRICING section, new members - via website: https://www.poleflame.lt/narysciu-isigijimas