Question 1

How does the credit system work?

Accepted Answer

We run a credits system so you can mix and match what you use your membership for:
 • one credit: yoga or pilates
 • two credits: aerial yoga or events (eg. sound baths)
 • four credits: 45 min massage or one-to-one session

Question 2

When will my membership renew?

Accepted Answer

Freedom: Your membership will renew on the anniversary of you signing up - if you sign up on 15th Sept, your membership will renew on 15th Oct. That will be the date that you are charged again, and you will receive your fresh batch of credits.

Monthly: Your membership will renew on the anniversary of you signing up - if you sign up on 15th Sept, your membership will renew on 15th Oct. That will be the date that you are charged again, and you will receive your fresh batch of credits.

Committed: Your membership will not renew, you'll need to sign up again once your credits have been used up / expired.

Question 3

When do my credits need to be used by?

Accepted Answer

Freedom: Any unused credits will expire upon the renewal of your membership.

Monthly: Any unused credits will roll over each month. There is no limit to how many credits, or how many times you can roll over, however they will expire upon cancellation of your membership.

Committed: Your credits will expire 365 days from the date of purchase.

Question 4

Can I pause / freeze my membership?

Accepted Answer

Freedom: We do not have the facility to pause memberships. If you are going to be away for an extended period, we recommend cancelling your membership, and signing up again upon your return.

Monthly: We do not have the facility to pause memberships. If you are away or unwell, your unused credits will not be lost as they will carry over to the following month for the life of your membership.

Committed: We cannot pause or extend the expiry date of your package.

Question 5

Can I buy extra credits?

Accepted Answer

Freedom: Yes!  You can buy extra credits at the same price as the credits in your membership (eg. for the 12 credits/month membership of £120/month - an additional credit would cost you £10). You'll find the relevant link to purchase this in your membership purchase confirmation email.

Monthly: Yes!  You can buy extra credits at the same price as the credits in your membership (eg. for the 8 credits/month membership of £80/month - an additional credit would cost you £10). You'll find the relevant link to purchase this in your membership purchase confirmation email.

Question 6

Can I change my membership?

Accepted Answer

Freedom: Yes! Simply come back to this page,  select your next membership & add it to your account - then either cancel your old membership within the app, or pop us an email to cancel your old membership (you'll need to give us 14 days notice).

Monthly: Yes! Simply come back to this page,  select your next membership & add it to your account - then pop us an email to cancel your old membership (you'll need to give us 14 days notice). Note: you will need to choose another monthly option if you are still within your initial 12 month term.

Committed: No - once you have purchased your credits, you'll have access to them and no changes can be made.

Question 7

What is your cancellation policy for classes?

Accepted Answer

Classes cancelled with more than 24 hours notice will be recredited to your account. Classes cancelled less than 24 hours before the start time will not be recredited. We lock the door at the start of class, so if you are late you won’t be able to join, and this will be treated as a late cancel.

Question 8

What happens if I join the waitlist for a class?

Accepted Answer

We operate a fastest fingers first policy on our waitlists. This means that when a space comes up, everyone on the waitlist will receive a notification, and the first person to respond will be booked into the class.

This means you are able to jump onto the waitlist for several classes to hedge your bets, without the worry that you'll be charged for all of the classes if a spot comes up.

Question 9

How do I manage my bookings?

Accepted Answer

You can manage your bookings through our app - Clifton Sky Yoga.  You'll need to be logged in with the email address you signed up with. Alternatively you can favourite this link on your browser to access your dashboard without the app: https://app.arketa.co/cliftonskyyoga

Question 10

How do I cancel my membership?

Accepted Answer

Freedom: you can either cancel your membership within the app, or you can email us to cancel your membership - although you'll need to give us 14 days notice to stop the next payment coming out.

Monthly: you can email us to cancel your membership - although you'll need to give us 14 days notice to stop the next payment coming out.  If you are within your minimum term, there will be an early cancellation fee to be paid - equivalent to the price of your membership if you were to have chosen the freedom payment option when you signed up.

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