To ensure that all clients have a positive and safe Pilates experience, please read all of the guidelines below. Thank you.
Studio Correspondence
Please refer to our monthly newsletter, the Scoop, for studio updates and announcements. In order to receive this correspondence and other studio notifications, it is important to opt in for emails in your Vagaro profile. Vagaro is our online scheduling system.
Email is the best way to contact us as the entire team sees all emails. To reach the studio for scheduling, general assistance, or if you’re running late, email us at mail@excelpilatesannapolis.com (add us to your contacts). Please place all calls, including returned calls, to the studio number at 410.897.0550. We return all correspondence within 24 hours (with the exception of weekends). If you do not receive a response, technology has failed; try to reach us again. Please do not text the studio or our staff.
Please note that voicemail and email are not checked outside of normal administrative hours of 9:00 a.m. to 5:00 p.m. Monday-Friday. Clients scheduled for Monday sessions should keep these office hours in mind for any needed changes to their schedule (see Monday session section below).
Do not respond to automated emails from Vagaro. These auto-generated emails from Vagaro are sent out 48 hours prior to appointments as a reminder and confirmation of your session. Please use the studio email: mail@excelpilatesannapolis.com.
Cancellation Policy
A minimum of 24 hours’ notice is required for cancellation, regardless of reason. If you need to cancel a scheduled appointment, notify Excel Pilates Annapolis, Inc. via email, phone, or cancel via Vagaro at least 24 hours in advance or you will be held responsible for payment in full. If you have a standing appointment, inconsistent attendance may result in the loss of that time slot regardless of advance notice.
Tardiness Policy
One-on-one, duet, trio, and small group sessions are 50 minutes in length from the scheduled appointment time. If you are late, you will be charged for the entire session and will receive the remainder of your session time only. If you are in a duet, trio, or small group and are more than 10 minutes late to your session, it is up to the teacher’s discretion whether you may participate in the session. This is for your safety as well as the safety and cohesiveness of the session for the other participants. If you are tardy and are not permitted to participate, the 24-hour cancellation policy still applies.
Refund Policy
Ten session cards are valid for three months from the date of purchase. Unused balances of 10-session cards can be refunded or transferred prior to expiration. The used portion of the card will convert to a single class rate and the balance will be refunded, less a 3% processing fee for all cards purchased via credit card. 10-session cards must be used within 12 weeks of purchase. Unused account balances are available for three months from the date of purchase and may be refunded prior to expiration, less a 3% processing fee for all purchases made via credit card.
Inclement Weather Policy
Please take a moment to familiarize yourself with our Inclement Weather Policy found on our website under our Session Policies page.
Children in the Studio
Part of our commitment to every Excel Pilates Annapolis, Inc. client is to provide a supportive atmosphere where clients may grow, learn, and be guided toward reaching their fitness potential. Our facility does not have the ability to provide child care. Our reception area is reserved for clients pre/post-session and is not adequate in size nor staffed for unattended children. It is not safe to have children in the studio area. Therefore, we request clients do not bring children to the studio. It is not appropriate to bring children who are home sick to the studio.
Personal Belongings
Please place personal belongings in the provided storage area in the reception area or use hooks provided in the studio dressing room. Please leave chairs free for others to sit. Excel Pilates Annapolis, Inc. shall not be held responsible for any articles lost, stolen, or damaged in or about the studio. Excel Pilates Annapolis, Inc. is not responsible for car damage or theft.
Protocol/Courtesies
In consideration of others, turn off/silence cell phones prior to entering the studio. Put Apple watches on do not disturb mode. Enter the studio no more than five minutes prior to your session. Remove shoes at the studio entry. Do not wear clothing with zippers or any jewelry, watches, etc. that may harm the apparatus. Avoid wearing perfume/cologne or scented lotions/creams to your session. Maintain a soft voice between sessions if another session is underway. Read updates posted at the studio entry/reception area.
For Your Health
Clients must adhere to the current Client Health Protocol requirements as described in the Client Health Protocol document signed prior to your session, as well as the most updated version which can be found on our website.
We require that clients who are sick in any way not attend sessions. Do not come to the studio with a cough. It is difficult to exercise and it is distracting to other clients. Any client who is sick or appears sick will be required to immediately leave the studio, and we reserve the right to not teach your session. The 24-hour cancellation policy is applied in full, and we appreciate your consideration of others. As always, we encourage clients to think ahead and cancel early. However, if you are ill, contact the studio to discuss the option to move your in-studio session to an online session.
When practicing Pilates exercises at home, practice them in order and in a safe environment (with enough cushion for your spine). Only practice exercises you have learned in your sessions. Bring any prior injury information to the attention of your teacher. If you feel any pain or discomfort during an exercise, alert your teacher so modifications can be made.
Trio and Small Group Sessions
For Trio and Small Group Session participants, should your session adjust from a trio to a duet, or a small group to a trio session, you will receive an automated email prior to your session indicating the shift. Should your session ever shift to a one-on-one, we will always contact you to confirm. If you prefer to be contacted by the studio versus automated message when your trio or small group session format changes to discuss alternative options, please email the studio with this request in advance.
See note below for Monday sessions regarding the timeline for notifications.
Monday Sessions
Our studio cancellation policy is a minimum of 24 hours prior to the scheduled time of session, however, for sessions scheduled on Mondays, we respectfully request that any changes to Monday sessions occur prior to 5:00 p.m. on Fridays. Our administrative and teaching teams do not work on Saturdays or Sundays. Therefore, cancellations or requests to shift sessions that come in after 5:00 p.m. on Friday are not addressed until 9:00 a.m. on Monday.
If you are scheduled for a Monday session that is a duet, trio, or small group, please note that any early cancellation received in advance of 24 hours but after 5:00 p.m. on Friday will be updated at 9:00 a.m. on Monday. As a courtesy to other duet, trio, or small group partners, notifying the studio prior to 5:00 p.m. is very appreciated.
We do understand that sometimes schedule shift needs arise after 5:00 p.m. on Friday, but please look ahead. We very much appreciate this extra step and thank you in advance.
Please Note: The best way to reach our team to cancel or adjust a session is to email the studio at mail at excelpilatesannapolis.com versus trying to contact a teacher directly. Please do not text staff.
EMPOWER YOUR BODY – EMPOWER YOUR MIND®
