GETTING STARTED

> How do I get started?

Follow the steps below and email us or dial 408-844-4403 if you need any assistance:

1. Create an account.
2. Review and sign our Cancellation Policy & Waiver of Liability.
3. View the Group Class Schedule or book a private session with one of our trainers.
4. Arrive 10 minutes early to your first class so we can get to know one another before we begin.

> How do I redeem my Groupon, Living Social or Amazon Local voucher?

Enter your voucher number when signing up with your account. You'll receive an email once your voucher is validated and your classes are imported. Note: Our new client specials are identical to deal vouchers and they can only be redeemed once for new clients.

> Can I drop-in for a class?

You must create an account and sign a waiver first. We do not accept drop-ins for class if you have not done this first. You can drop-in on classes that have vacancies but we always recommend you book your classes in advance.

> What is the free v0 class?

v0 is an intro class designed for those who have little to no Pilates experience at all or have never used Pilates equipment. It's a primer class that teaches you what Pilates is about, what you should be doing in class formats v1 and above, what Pilates breath is, what neutral spine is, how to engage your core, and more, including a walk-through of our class formats. Your first v0 class is on us. Your second gets deducted as a regular class if you need to repeat v0. Late cancellation or no-show of a v0 class results in its deduction (as if you went) so don't take it for granted!

> What should I wear to class?

Participants must use grip socks in class. You can bring your own or purchase a pair from us before class (prices range from $15 to $18). It is helpful for our instructors if you wear comfortable yet form-fitting exercise clothing. It enables the instructor to visually see that you are performing the exercises with proper alignment and form. Please don't wear loose or "short" shorts as many of the exercises are done with your legs open and elevated. Note: DO NOT wear clothing with zippers or sharp objects attached -- this damages the vinyl on our equipment.

> What if I'm completely new to Pilates?

Our Pilates Group Classes are designed for all levels, from beginning to advanced because the Pilates system includes modifications that can both simplify the movements as well as increase the challenge. We want you to have a positive experience so our seasoned trainers are capable of guiding our clients through the class safely. If you have had no previous Pilates experience and would like an introduction before you start our classes, we recommend you take a few private sessions to get you familiar with the system. We also offer free intro classes every Wednesday night, Thursday night, and Saturday morning, to teach you Pilates basics and how to use Pilates equipment.

> How quickly will I see results?

Joseph Pilates said "you'll feel better in 10 sessions, look better in 20 and have a whole new body in 30 sessions." Most of our clients have found this to be true and many start seeing results right away. Perhaps more important, our clients feel better which keeps them coming back for more. Pilates helps to relieve chronic back pain, knee and joint pain and results can be felt within one or a few sessions.

> What if I've suffered an injury?

If you're working with an injury, under doctors's supervision, or coming back from a surgery, we do ask that you contact us in advance of signing up for a class so we can connect you with a private trainer for your first few sessions. Although our classes are designed to be accessible for everyone, you must learn what is appropriate for your unique body while staying with the pace of the class.

> What should I buy to practice Pilates at home?

While coordination of your body, mind and spirit will make the greatest impact on your progress, we've assembled a list of Pilates gear you should know of to help loosen up those hamstrings and hip-flexors.

> Do you have a mobile app?

Yes! You can download our mobile app at the Apple iOS App Store here or the Google Android Play Store here.

GRIP SOCK POLICY FAQ

> Why are you requiring grip socks?

For safety and sanitary purposes, all Pilates V studios will require the use of grip socks for all classes and private sessions. Many counties in California have already begun to enforce this as a new Health Code and we're implementing this requirement ahead of county mandated requirements that may come up, but more importantly this is for safety and cleanliness purposes. This new policy started on September 9th 2017.

> Where can I buy grip socks?

Grip socks are available for sale in all of our studios.

> How much do your grip socks cost & what brand are they?

Well sell ToeSox & Tavi Noir for $15-18 per pair, depending on style.

> Do I have to buy my socks from Pilates V?

You're not required to buy your socks from us and are welcome to use any retailer you prefer.

> Can I wear regular socks (no-grip)?

All socks must have grip for safety purposes. Our floors and equipment are slippery when wearing socks without grip and we want to avoid unnecessary injuries.

> What if I forget my socks?

If you forget your socks and arrive for class you will need to purchase a new pair or forfeit your spot in class and our standard no-show policy will apply.

> Can my socks be open toe?

Yes, we allow open or closed toe grip socks. This includes ToeSox which are like toe gloves.

> What if I do not want to wear grip socks?

Unfortunately, you will not be able to attend classes without wearing grip socks. Please call or text us at 408-844-4403 if you have personal concerns regarding this policy.

> Can I return grip socks I buy in the studio?

All studio retail purchases are non-refundable.

> Will you have loaner socks I can borrow?

We will not have loaner socks due to the volume of clients we have, being unable to guarantee loaner socks for all, having no availability of onsite laundry, and that it is unsanitary to share socks.

PAYMENTS, REFUNDS, HOLDS & EXTENSIONS

> Is my pass or plan valid at all locations?

VIP Monthly Plans are valid at all locations except Palo Alto. All other passes and plans are valid at all locations with the exception of special offers that are location-specific (i.e. Grand Opening Specials).

> What is your refund policy?

All sales are final and we do not offer refunds on purchased or unused plans/passes.

> I have two deal vouchers. Will you honor both?

No. As mentioned on all deal vouchers and our website, new client specials or deal vouchers can only be redeemed once per client. If asked to redeem a second voucher, there are three options:

1. You can gift the additional deal voucher to a friend for their use.
2. You can ask the deal site for a refund citing you tried to redeem against the terms.

> Can I get the new client special again at other Pilates V studios if I'm already a client?

No. We allow Class Passes and Monthly Plans to be shared at any of our studios so once you've joined Pilates V you are no longer a new client and you've already redeemed your new client special.

> Can I get an extension on my pass or plan?

The short answer is "No". We make exceptions and adjustments on a case-by-case basis and always do so in a way that is fair to everyone. Example: If you buy a Groupon new client special with a 60-day expiration, but never used it at all, we'd reset the start date and give you a fresh 60-days. If, however, you used even 1-2 classes on it and stopped attending for 2 months, only to return and ask for it to be extended just as it's about to expire or even worse, after it expires, then we would look at the date of your first class attended and base any extension on when you first attended. That is what we consider fair. We will never, however, offer one client, something that we would not offer all clients -- that just wouldn't be cool.

> What forms of payment do you accept?

VISA, Mastercard and Discover. In the case of Teacher Training we accept checks.

> Do you accept FSA cards?

YES -- Our payment system does accept FSA cards for health care flexible spending accounts whereby your use of pre-tax dollars can pay for qualified out-of-pocket health care expenses.

> Do you accept American Express (AMEX)?

No -- not at this time.

> What if I use more classes than my monthly plan allows for in a given month?

What you should do:
(1) You may purchase drop-in classes to supplement your plan
(2) You can purchase a 10 class pass with 6-month expiration to supplement any additional classes you want to take while using a monthly plan.
(3) You may upgrade your plan to an Unlimited Plan by contacting us directly.
What you should not do:
Do not purchase a second monthly plan and stack them as this will result in you having two plans auto-renewing instead of just one and we have a no-refund policy.

> Can I put my classes on hold? I'm going to be away for a bit.

Yes, Monthly Plans can be placed on hold for a maximum of 3 weeks for a $25 fee. Holds do not apply to new client specials. If you wish to put your monthly plan on hold please email us and request the start date, end date and duration of your hold at least two-weeks before the start of the hold. Class Passes cannot be placed on hold.

> Do you sell gift cards?

We certainly do. To purchase a gift card please, sign into your Front Desk account and then click here to buy a gift. If you have no account you may also purchase a gift card through email or by calling us directly at 408-844-4403.

STUDIO POLICIES

> What is your cancellation policy?

We require a 12-hour notice in advance before cancellation of Group Classes and a 24-hour notice made directly in the app for Private Sessions. In the event of a late cancellation a $15 fee is charged to the credit card on file. In the event of a no-show, a group class or private session is forfeited and deducted from your current package or membership + a $25 fee is charged to your card on file. If you do not have a credit card on file you agree to pay this fee to Pilates V and all current classes may be cancelled until fee is paid.

> You should change your late-cancel & no-show policies. They are unfair. How do you justify these?

Our late-cancel & no-show policies are absolutely fair because we hold ourselves to the same conditions. If our instructors late-cancel or no-show a class, we issue free classes or account credits exceeding that class' value to compensate clients for any inconvenience. In a fitness studio with higher capacity, without equipment that requires cleaning, it does not affect morale or cause attendance issues because the studio space is often not at full capacity. With only 12 equipment stations, we are often at a higher capacity and with a lower volume than other studios. Our prices are also extremely competitive (we remain the most cost-effective quality Pilates equipment studio in the entire Bay Area). As a result, if these policies did not exist, we would have to raise prices for everyone to cover the cost of not having these policies. Here is an example of such a circumstance which led to the creation of these policies: In our first year of operation, on one rainy Saturday morning, a fully-booked class of 12 with 5 on the waitlist saw 6 people no-show. Our no-show rate amongst classes was over 20% because our late-cancel & no-show fees were both $15 -- there was simply no penalty that discouraged no-showing. Our instructors were demoralized from this and many clients complained about the non-attendance issues caused by other clients. Since this policy was implemented, no-show rates dropped to under 3%. In addition to holding ourselves to the same late-cancel & no-show policies we hold our clients to, we also compensate our instructors for your booking -- not for your attendance. In short, if we changed this policy for the less than 3% who late-cancel or no-show and don't like this policy, it causes everyone else to suffer -- clients on waitlists (which now work nearly 50% of the time because people are motivated to cancel out), clients who want to book, instructors who encourage attendance, and the sustainability of our service offerings (because if we didn't re-invest as much as we do in ongoing training & education of our instructors, you would notice it in the quality of instruction). We appreciate your time and understanding and want you to know that these policies ensure fairness and better attendance. They are not a "money grab" and were not created to unfairly punish you if you have difficulty attending classes. You will find even the studios with higher capacity and no equipment have the same policies, and often won't subject themselves to the same penalties as we do.

> What if I'm late?

Classes start on the dot (7pm classes start at 7pm). This means you must arrive 5-10 minutes before class begins. If you arrive late, you'll disrupt the class and also miss the footwork portion of your Pilates class. If you arrive more than 5 minutes late after a class begins the instructor will turn you away as a safety measure. It is unsafe, disruptive and in poor conduct for an instructor to add a client this late after a class starts so we don't do it. Being turned away is considered a no-show and results in the standar no show fee of $25 and the loss of a class as no one else is able to take the spot you consumed. In short: Don't book the class you risk being late to -- book the one after it..

> What is the Waitlist policy?

Clients are expected to manage their enrollment on Waitlists just as they would for live classes (i.e if you can no longer attend a class you are on the waitlist for, be sure to remove yourself from the waitlist). Our system will automatically enroll you from a waitlist if there is more than 12-hours before the start of the class. If there is less than 12-hours before the start of a class, we will not automatially add you and you may wish to enroll yourself from the class. We STRONGLY recommend turning on text notifications for waitlist enrollments which you can do by logging into your account and clicking on 'My Stuff' and 'Notifications' and navigating to the waitlist notification option.

> Can I bring someone to observe?

No observation of class is permitted by accompanied guests, friends, children or family. Only instructor apprentices are permitted class observation privileges. We want to ensure all attendees have a comfortable experience and some people don't appreciate their practice being observed so we cannot oblige observation.

> What if my cell phone rings?

Cell phones must be turned off during class -- no exceptions.

> What if I'm feeling ill?

You shouldn't come to class. If you're feeling ill then your body is trying to recover from it and Pilates (along with most exercise) will interfere with your body's ability to heal. You also risk making other people ill. Feeling ill will not nullify our late cancellation policy because 12 hours is sufficient time to inform us or cancel-out of class.

> What if I'm pregnant?

Congrats! First, we require a doctor's note OKing you for Pilates and fitness. Simply attach a photo of the note and email it to hello@pilatesv.com. You will not be allowed to join any classes or privates until a note is sent.

Next, we require all pregnant clients to take a pre-formatted private session ($105 for a single session OR $199 for your First 3 privates). This private will teach you all of the basic modifications you'll need to join group classes. After your private session, you can take group classes until the end of your 21st week (mid-2nd trimester). All new client specials or plans/passes, must be used before this cut-off. Upon joining group classes, whether a new or existing client, you are only to attend v1: Reformer+ Beginner classes (no v1: Stretch & Release or v2/v3 classes at all). You may attend those v1 classes until the end of your 21st week of pregnancy and after the 21st week, we invite you to continue to enjoy the many benefits of Pilates for pregnancy in private sessions only, provided both your doctor and our instructors find it advisable.

If you are an existing regularly attending client (30+ classes taken) who becomes pregnant during the course of your practice, our instructor(s) must approve your ability to continue in group classes thru the 21st week of pregnancy without a private, or you may be asked to take a pregnancy specific private session. Existing clients will also be asked to revert to v1 Beginner classes only (note: V1 Stretch and Release is not allowed during pregnancy).

In the event you have not done any exercise for 6-8 weeks and you're already 6+ weeks pregnant, it is a rule of thumb across the entire fitness industry that you should not commence any new form of exercise until after childbirth because it would be unsafe.

Pilates is the best exercise to do both pre-natal and post-natal and it is extremely important that one exercises both during and after pregnancy. It's safe to do a larger range of Pilates movements throughout the first trimester but more modifications are required in the second and third trimesters. One's particular body, age, and specific health conditions can increase the risk of a miscarriage. This is why you must consult a physician before beginning any kind of exercise.

CLASS FORMATS

> What do the class names "v0" through "v3" mean?

"Versions" of our classes. "Version 0" is an introduction to Pilates. "Version 1" is our beginner class. "Version 2" is our mixed-level class and "Version 3" is our advanced class.

> What does "Reformer+" mean?

The "Reformer" is the most versatile keystone piece of Pilates apparatus equipment. The "+" indicates the class makes use of the Reformer "plus" other equipment.

> How do I know what level I am? v0? v1? I have no clue!

The best indicator for when you "graduate" a class level is when your abs and glutes are not as sore as they used to be in the same class. Core strength, flexibility and injuries all have an impact on what level you're ready for. Start with the easiest class you know you can handle and listen to your body as it grows stronger.

THE STUDIOS

> What equipment do you use in the studio?

Our studio is equipped with 12 workout stations -- each complete with Balanced Body Studio Reformers, EXO Chairs, Springboards, BOSU Balance Trainers and more.

> Where do I lock-up my bicycle?

Our Sunnyvale studio has a bicycle rack in front of La Miche bakery on the ground floor. Do not fasten your bicycle to the second floor landing outside Pilates V. Cala Center management will cut the lock and remove it as the city considers it a public safety hazard.

PILATES V

> Are you hiring?

We certainly are! email us your CV and call directly at 408-844-4403 to learn more about opportunities with Pilates V.

> How does one become a Pilates instructor?

We recommend starting with a comprehensive training program like our Pilates V Teacher Training Program to get a truly immersive Pilates education. From there, the best trainers are perpetually learning, practicising and adding to their skill-sets throughout continuing education.

> I'm interested in opening a Pilates V studio.

If opening your own Pilates V studio has crossed your mind, email or call us directly at 408-844-4403 to learn more.