FAQs

Booking a class

  • Our Introductory Offer Starts from the day of your first booking, not the date you purchase.

  • To avoid disappointment, we recommend booking your class ahead of time. The best way to do this is via the Momence App - Download the App from the App Store or Google Play Store now.

  • If a class you’d love to attend is fully booked, don’t sweat it—just hop on the waitlist! 💕

    Here’s how it works:
    ✨ Our system will automatically add you to the class if a spot opens up, even up to 2 hours before class starts. So treat the waitlist like a regular booking — be ready to move!

    ✨ If you can’t make it anymore, please remove yourself from the waitlist ASAP. This lets us share the love and offer the spot to someone else who’s waiting.

    ✨ Keep an eye on your notifications! Make sure you’re subscribed to email and/or text updates so you never miss your chance.

    A quick heads-up: Once you’re added from the waitlist, our Late Cancel or No Show Policy kicks in. No-shows will result in forfeiting the class, and charges will apply.

    The waitlist is all about giving everyone a fair shot—thanks for playing your part! 💖

  • Our casual classes are just $32 for a single session, but if you’re ready to fall head over heels, our intro offer is where the magic happens! 💕

    Get 10 days of unlimited Reformer Pilates for only $55 — perfect for trying all our classes, meeting our amazing instructors, and finding out what it’s like to find your Soulmate.

Memberships and other admin

  • We offer weekly memberships that operate on a 7-day cycle.

    We offer 2 or 3 classes a week, or Unlimited Memberships. Our most popular membership is our Unlimited Membership for $67 per week.

  • Why commit to your soulmate? 💕 Here’s why our members can’t get enough:

    Member benefits

    ✨ Unlimited Vibes – Enjoy access to our classes at a significantly reduced rate with no lock-in period (unless you are a Foundation Member)

    ✨ Upgrade or downgrade your membership – you can scale up or down your membership to suit your changing needs, however we require a minimum term of 2 weeks after any membership change

    ✨ No membership joining or cancellation fees – cancel any time with 14 days written notice before your next payment

    Member rewards

    ✨ Earn $5 off your next weekly payment for every new member you refer*

    ✨ Bring your friends for free*

    *Conditions apply

  • As a Soulmate member, you are welcome to invite a friend to join you for a class once a month! Your friend must be new to Soulmates and the class must be pre-booked.

    Just send us an email with their name, phone number and email and what class they would like to join you for. We will get it sorted from there!

  • Membership runs on a 7-day autopay schedule using the credit card securely stored on our payment system Momence.

    It will activate automatically on your first visit to the studio.

    Payments will continue automatically unless we hear from you. For details, see our pause or termination information below.

  • Members are welcome to upgrade or downgrade between membership options. To upgrade or downgrade your membership, just send us an email with the details.

    Please note that there is a minimum term of 2 weeks after any change.

    Need a little break? No problem! Just give us at least 7 days' written notice so we can pause your payments.

    Memberships can be paused for a minimum of 2 weeks and up to 6 weeks per year (because we miss you too much after that).

    Pass packs cannot be suspended for any reason.

  • Why must you break our hearts?

    For regular memberships (excluding Foundation), we require at least 14 days' written notice to process your cancellation. The cancellation period will commence from your next scheduled payment date.

    If you're dealing with a long-term injury or illness, we're here to help. Send us a doctor’s note, and we'll waive the notice period for immediate termination.

  • Founding Members - you’re the real VIPs of Soulmates! Here’s what to know:

    Foundation memberships come with a 6-month commitment. After the 6 months, your membership will continue on autopay unless we receive a written termination request.

    Want to end your contract early? You can either:

    Pay the termination fee (the lesser of the remaining minimum term value or $250)

    Transfer your contract to someone else so they can enjoy the Founding member benefits (spread the Reformer love!). Shoot us an email and we’ll get this process underway.

  • Non-Transferable (Except Foundation Memberships): Memberships are personal to you and cannot be shared or transferred to another person unless specified.

    No Refunds: All membership fees, including unused classes, are non-refundable.

Attending a class

  • We open the doors 15 minutes before class, so you’ve got plenty of time to get cozy and pick your favorite reformer bed 💕

    We recommend arriving at least 5 minutes before class starts, so you’re all set to stretch and flow.

    Arriving after class begins? You’ll miss out on the action, as we keep it fair and fun for everyone.

  • Wear what you’re comfortable in as long as it’s free moving. If you know you’re a sweater, bring a towel to stay fresh!

    Remember to leave your shoes in the designated spots and don’t forget your grip socks (they’re a must!).

  • They’re a must! They keep our reformers in mint condition and ensure that your practice is safe as well.

  • Please place your phone on silent before entering the studio and use your class time to disconnect x

Under 18’s, Newbies, baby bumps and recently popped

  • Our classes are designed to include all levels of reformer in a class. We appreciate that it may feel a bit intimidating (the first time always is) - our instructors will provide you with a series of layers that they will take you through. You can choose how far you advance and what you feel comfortable with and there are always options to pull things back.

    For your very first session, please come to class at least 5 minutes before so our instructor can talk you through our equipment, what you need, and ensure that they can tailor the instructions for you.

  • GAHHH! We are so excited for you - congratulations!

    We understand how important it is for your physical and mental wellbeing to continue to move your body when you’re growing another. Reformer Pilates can help maintain strength, flexibility, and overall health.

    If you’re completely new: embarking on a new exercise routine when you are expecting is not advisable. We know that when you’re first expecting, you may feel the need to commence exercising to reap the benefits for yourself and your baby. Please email us and we can discuss your options, including booking into private one on one sessions or a consultation to assess your readiness to commence exercise.

    Up until 13 weeks: you can continue your classes as normal. From 13 weeks, we would like you to obtain medical clearance from your GP and email us a copy so that we know it’s all hunky dory.

    After 13 weeks: we ask that you book a Private Reformer class with one of our trained experts to guide you through the appropriate guidelines. This session is designed so that you feel supported and clear as to what remains safe in a group class environment. Our Signature Classes remain appropriate, and our instructors will be there to assist and ensure you and your growing bump are moving safely.

    Advance classes are not suitable.

    For all our expecting clients, extra guidance/or doctors advice should be sought if you have any of the following contra-indicators:

    • Diabetes before or during the pregnancy

    • High blood pressure or thyroid disease

    • Anaemia or blood disorders

    • Any cardiac or pulmonary disorders

    • A history of premature labour or pregnancy loss

    • Placenta previa where your placenta has implanted over or new your cervix

    • Pregnancy cramping, spotting or bleeding during pregnancy

    • Expecting more than one bundle of joy

  • Congratulations! Your body is a miracle and it has been through so many changes throughout the pregnancy and following the birth of your beautiful newborn.

    For this reason, it is so important that you slowly and carefully transition back to exercise. We want to support you on your journey as best as we can. Firstly, wait 6 weeks post birth, or until your GP has given you clearance before you return to physical activity.

    If you have received medical clearance, we would still suggest that you ease yourself back in and re-learn how your body moves post-birth. A great way of doing this is booking in a private class with our wonderful instructors so that we can pace you, focus on your breathing, alignment, and answer any questions that you may have about returning to exercise.

  • If you are under 18 and over the age of 16, you are welcome to join our Signature classes. as long as a parent or guardian consents.

    Before participating, the parent or guardian is required to sign your waiver form. To protect your privacy, we require that this form is signed in person, at our studio, in order for us to sight the appropriate identification.

    Unfortunately, children are not permitted to wait in the studio while their parents are attending a class.

Cancellations and no shows

  • Class Cancellations: If you have booked to attend a class and wish to cancel your booking, you must cancel through the online booking system up to 6 hours prior to the scheduled commencement time for the class.

    All cancellations are to be done via the Momence App. We do not accept cancellations via email, phone or social media.

    We appreciate life gets busy, however outside of an emergency we have a strict 6-hour cancellation policy. Cancellation fees will be processed weekly for members but otherwise, applied 48 hours after class.

  • We’re lovers – not haters. We understand that things happen outside your control so will waive the first 2 cancellation or no-show fee a month.

    Late Cancel Fee $5

    No Show Fee $10

  • If you cancel within 6 hours of the class start time or do not attend your class, your cancelled class will be reinstated within 48 hours, and you will be charged the following fees:

    Late Cancel Fee $10

    No Show Fee $20

  • If you cancel within 6 hours of the class start time or do not attend, your class will be forfeited.

    We need to share the love so we ask that you only book classes that you will be attending