Studio Policy and FAQs

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Studio Guidelines
Cancellation Policy
Getting Started
Package Terms & Conditions
Group Classes
Studio Amenities
Private Classes
Membership Terms & Conditions

Studio Guidelines & Etiquette

  • For safety, please arrive 15 minutes before class to check in and get settled. Doors close at the start, and late arrivals may not be admitted. The instructor may ask latecomers to leave to ensure class safety and flow.

  • Form-fitting clothing is recommended for instructors to check form and alignment. Grip socks or regular socks are required; entry without socks is not permitted.

  • CCTV monitors public studio areas, including reception, group and private studios, and lockers, for safety and security.

  • Please view our pet-friendly studio guidelines here. Kindly note that not all studios are pet-friendly and are subject to our studio guidelines.

Getting Started

  • If it’s your first time with Reformer Pilates, start with an Essentials Group Class. Small class sizes - 9 at Tanjong Pagar, 10 at Orchard & New Bahru - help you learn the Reformer and build a strong foundation.

    For one-on-one guidance or specific physical needs, choose a Private class at Orchard, Tanjong Pagar, or New Bahru.

    Pregnant clients are not eligible for regular group classes - you may consider Pre/Post Natal Group Classes or private classes.

  • Book your class through our website or mobile app, then arrive 15–20 minutes early to get settled and changed. Let your instructor know about any injuries or physical conditions so they can tailor the session to you.

  • Group classes are for 18+. If you’re under 18 or over 60, we recommend starting with a Private class for a safe and personalised experience.

Group Classes

  • On our website:

    1. Click “Schedule” in the navigation menu.

    2. Filter by studio or class type, then choose your class.

    3. Pick your preferred Reformer, create an account, and purchase a package.

    4. Your spot is only confirmed once it appears in your class booking list or you’ve received a confirmation email - check your inbox for a message from noreply@offdutypilates.rezerv.co

    On the ODP App:

    • From the timetable tab, filter via studio location and choose a class to book into.

    • Select a Reformer spot and complete booking.

    • Select ‘My Schedule’ to ensure that your class has been booked correctly.

    Download mobile app here:

  • Book your class through our website or mobile app, then arrive 15–20 minutes early to get settled and changed. Let your instructor know about any injuries or physical conditions so they can tailor the session to you.

  • If you’re new to Reformer Pilates, start with an Essentials Group Class. After 3–5 Essentials classes, you’ll be ready for our Intermediate Level classes.

    Each class listing shows difficulty, cardio, and sweat level to help you choose. Need more guidance? Message us via Instagram, Meta or email us.

    If you have injuries, are pregnant, or prefer one-on-one attention, we recommend a Private or Duet class -enquire via our private class page.

  • For Intermediate Level and above, we recommend attending classes consistently over the last 3–6 months to ensure you’re ready to progress. Your instructor can also advise which class level suits you best.

    Guidelines:

    • Essentials: No prerequisites

    • Intermediate: 3–5 Essentials classes

    • Advanced: 5–10 Intermediate Level classes

    We also encourage checking with your instructor before moving to the next level to make sure it’s the right fit.

  • Bookings open exactly 14 days in advance. For example, a 9am class on 15 February becomes available at 9am on 1 February.

  • When joining the waitlist, you will be asked to select the latest time you would like to be automatically added to the class if a spot becomes available. Options include 1, 2, 3, 6, or 12 hours before the class start time.

    If no spot becomes available by your selected time, you will be automatically removed from the waitlist.

  • Clients will not be permitted to enter a group class more than 5 minutes after it has started.

    All clients must be ready to begin class (fully dressed with socks on) by the end of the 5-minute grace period. A class credit will be deducted for late arrivals.

  • For safety, pregnant clients cannot attend regular group classes.

    We recommend Pre/Postnatal Group classes or Private sessions, where we’ll design a program tailored to your needs.

  • To get the most out of your Pilates journey, each member should have their own package. This helps you stay committed and see steady progress with consistent practice.

    If you’ve booked multiple spots using the same package, your friends will be unable to join, and class credits won’t be refunded.

  • If a class is cancelled by the studio - due to low attendance or an emergency, you’ll be notified up to 4 hours before the class via email. Don’t worry, you won’t be charged, and your credits will remain safe.

  • Please note that themed classes are limited to one booking per client per edition. As our classes are small, we’d like to give each client an opportunity to attend a themed class at least once.

    Our late cancellation window for themed classes is 48 hours or less to the start of class. You will be marked as a "No Show" within 5 working days of the themed class.

Private Classes

  • We recommend Private classes if you:

    • Are prenatal or postnatal

    • Have a history of orthopaedic surgeries

    • Have mobility challenges

    • Haven’t exercised in a long time - or ever!

    • Have existing or past injuries affecting movement

    • Have mid to severe scoliosis

    • Want a personalised class program to work on your fitness goals

    If you’re unsure, feel free to email us - we’re happy to help!

  • Private Duets are 2 clients with 1 instructor and you’ll need to bring your own duet partner. Visit our Private Class page and fill in the enquiry form to get started.

  • Private Group Classes are for 3 or more clients. Visit our Private Class page and fill in the enquiry form to get started.

    Please note that these classes can only be scheduled when no regular group classes are running.

  • To cancel a private class, please contact your instructor directly or email us at least 12 hours in advance.

    Cancellations made less than 12 hours without a valid reason may be subject to the late cancellation policy, and class credits will not be refunded.

Package Terms & Conditions

  • Unless otherwise indicated, packages are non-transferable, non-refundable, and cannot be shared.

    The Off Duty team may verify your identity upon check-in. Any misuse of package credits (including sharing or unauthorised use) will result in suspension of account, and forfeiture of all balance package credits.

  • Packages are valid for 1 to 7 months, depending on the package purchased.

    Validity begins from the date of your first class attended. If no class is attended, the package will automatically activate 4 weeks from the date of purchase.

  • If you’re traveling (7+ days) or unfit for exercise for an extended period (medical certificates of 5+ days), you may request a package extension. Please provide proof of travel or a doctor’s letter. Travel itineraries must be submitted before your trip.

    For other reasons, a $50 extension fee applies. Extensions are capped at 1 month, and only one extension per package is allowed.

    Important:

    • Promotional or discounted packages cannot be extended unless there is a valid reason.

    • No extensions will be provided for packages that have expired for 6 months or more. For example, if a package expired on 15 January, extensions or refunds will not be granted after 14 July of the same year.

    • If a package was purchased a year or more ago, no extensions will be provided, regardless of the 6-month expiration rule.

    • All extensions are subject to approval, handled on a case-by-case basis, and are strictly not applicable to any promotions, offers, limited-time packages, or other conditions determined by Off Duty Pilates.

  • Refunds are only provided for valid reasons and are handled on a case-by-case basis. Supporting documents are required. Approved refunds will be processed via PayNow, and a 4% processing fee on the original package amount applies.

    Refunds for incorrect or ineligible purchases will be issued as store credit by default. Requests to refund via PayNow are subject to approval, and a 4% processing fee on the original amount applies.

    Please note:

    • Packages expired for 6+ months are not eligible for a refund. For example, if a package expired on 15 January, refunds will not be issued after 14 July of the same year.

    • Packages purchased over a year ago are also not eligible, regardless of the 6-month expiration rule.

    • Partially used 3, 5, 10, 20 class, or larger packages: credits already used will be charged at the Single Group Class or Single Private Class rate, as applicable.

    • Packages purchased with a promotion or discount are not eligible for a refund.

    • Exchanges or conversions to another package type are subject to approval and may be rejected.

    • Packages are non-refundable in the event of an instructor's departure from Off Duty Pilates or relocation overseas.

  • Stacking promotions to purchase a single package is not allowed. Each member may hold a maximum of two different package types at a time - for example, one 10-class group package and one 10-class private package. Promotional or discounted packages cannot be extended unless there is a valid reason.

  • Your store credit balance can be viewed in your account under My Wallet.

    • Store credit is valid for six months from the date of issue. After this period, any unused store credit will automatically expire. Expired store credit cannot be reinstated or extended.

    • Store credit may be used toward the purchase of class packages or retail items. Store credit cannot be used in conjunction with promotions or gift vouchers.

    • Store credit can be used for purchases made in-studio via credit card or PayNow.

    • If you’d like to use your store credit for online purchases, please email us for assistance. Payment will be made via PayNow.

Membership Terms & Conditions

    • Memberships are non-transferable, non-refundable, and cannot be shared.

    • The Off Duty team may verify your identity upon check-in. Any misuse of membership (including sharing or unauthorised use) will result in a $50 penalty per breach.

    • Memberships are valid for regular group classes only, including themed classes. Pre/Post Natal classes are excluded.

    • Memberships have a minimum commitment of 4 months.

    • Billing starts on the day you choose to begin your membership and recurs on the same calendar day each month.

      • Example: Membership starting on 8 March will renew on 8 April.

    • Cancellations are only permitted after the initial 4-month commitment period has been completed. To cancel, members must submit a written request via email with at least 30 days' notice. Cancellations will take effect at the end of the next billing cycle following the notice period.


    Payment Obligations

    • Membership fees are billed automatically on a recurring basis. In the event that our booking platform (Rezerv) fails to collect payment for any reason — including but not limited to payment processing errors, expired cards, or platform issues — this does not waive the member's obligation to pay. Off Duty reserves the right to back-charge any outstanding amounts. Members are responsible for ensuring their payment details are kept up to date.


    Membership Pause

    • Members may pause their membership once per 4-month cycle for a minimum of 7 days and a maximum of 30 days.

    • Pause requests must be submitted at least 7 working days in advance via email and are subject to approval.

    • Class credits do not accumulate during a pause period.

    • Pauses cannot be applied on the last day of a billing cycle.

    • Membership will automatically resume after the pause period, and billing will be adjusted accordingly.


    Membership Cancellations and Refunds

    • Memberships are non-refundable. By purchasing, you agree to the minimum 4-month commitment and recurring billing terms.

    • Unused credits within a billing cycle are non-refundable, including upon cancellation.

    • Mid-cycle cancellations: access remains until the end of the billing period. No pro-rated refunds.

    • If a membership is cancelled before the start date, a $100 administrative fee will be charged, in addition to any other applicable terms.

    • Exceptional circumstances (e.g. serious injury) may be considered at Off Duty's sole discretion with supporting documentation.

    • Memberships purchased with a promotion or discount are not eligible for a refund.

  • 4 Class Monthly Membership Terms

    • Includes 4 group classes per month.

    • Clients must book classes in advance.

    • No rollover of unused credits is permitted.

    No Show & Cancellation Policy

    • No-show without MC: Class credit is deducted and a $25 no-show fee applies.

    • No-show with valid MC (submitted within 48 hours): Class credit is reinstated, but a $25 no-show fee still applies.

    • Late cancellation (<12 hours) without MC: Class credit is deducted, no fee is charged.

    • Late cancellation (<12 hours) with MC: Class credit is reinstated, no fee is charged.

    • Booking suspension: Members who no-show 3 times in a single billing month will have their booking privileges suspended for 7 days.

    Medical Certificate (MC) Guidelines

    • Must clearly state the number of days covered.

    • Must be submitted within 48 hours of the affected class.

    • MC must be issued in the account holder / client’s name.

    • All submissions are reviewed and approved by the studio.

    • Includes 8 group classes per month.

    • Clients must book classes in advance.

    Rollover Credits

    • A maximum of 1 unused class credit per month may be rolled over to the following month.

    • Rolled-over credits are valid for 1 billing cycle only and expire if unused.

    No Show & Cancellation Policy

    • No-show without MC: Class credit is deducted and a $25 no-show fee applies.

    • No-show with valid MC (submitted within 48 hours): Class credit is reinstated, but a $25 no-show fee still applies.

    • Late cancellation (<12 hours) without MC: Class credit is deducted, no fee is charged.

    • Late cancellation (<12 hours) with MC: Class credit is reinstated, no fee is charged.

    • Booking suspension: Members who no-show 3 times in a single billing month will have their booking privileges suspended for 7 days.

    Medical Certificate (MC) Guidelines

    • Must clearly state the number of days covered.

    • Must be submitted within 48 hours of the affected class.

    • MC must be issued in the account holder / client’s name.

    • All submissions are reviewed and approved by the studio.

    • Unlimited bookings our New Bahru studio only.

    • Clients must book classes in advance.

    No Show & Cancellation Policy

    • No-show without MC: A $25 fee applies.

    • No-show with valid MC (submitted within 48 hours): A $15 fee applies.

    • Late cancellation (<12 hours) without MC: A $15 fee applies.

    • Late cancellation (<12 hours) with MC: No fee is charged.

    • Booking suspension: Members who no-show 3 times in a single billing month will have their booking privileges suspended for 7 days.

    Medical Certificate (MC) Guidelines

    • Must clearly state the number of days covered.

    • Must be submitted within 48 hours of the affected class.

    • MC must be issued in the account holder / client’s name.

    • All submissions are reviewed and approved by the studio.

Cancellation Policy

  • Standard Cancellation Window
    Classes must be cancelled at least 12 hours before the start time. Cancellations made less than 12 hours prior will result in a class credit being deducted from your package. For group classes, only cancellations made via the Off Duty website will be accepted.

    Class Packs & Memberships

    • Class Packs: Credits are deducted if a class is cancelled outside the 12-hour window.

    • Memberships: Credits are deducted, and a late cancellation/no-show fee is applied.

    Medical Exceptions
    Credits may be returned only with a valid medical certificate (MC) or supporting documents proving the cancellation or no-show was unavoidable.

    • Conditions like menstrual cramps or migraines require an MC.

    • If your health provider does not issue an MC, a doctor’s note confirming you were unfit to attend is required. TCM memo will not be accepted.

    • Documents must be submitted within two weeks of the missed class.

    • Off Duty Pilates reserves the right to verify medical certificates with the service provider.

    Special Exceptions
    Strict exceptions or special arrangements may be considered at management’s discretion. Supporting documents must be submitted via email only (Instagram or Meta messages are not accepted).

    Due to our limited class sizes, we believe our cancellation window and policy are flexible enough to accommodate changes in plans.

  • Group Classes

    1. Log in to your account via our website or mobile app.

    2. Select “My Schedule.”

    3. Click on the class you wish to cancel.

    4. Scroll to the cancellation section and select “Cancel Booking.”

    5. Confirm your cancellation when prompted.

    6. Check your schedule to ensure the class has been successfully cancelled.

    Private Classes
    To cancel a private session, please contact your instructor directly.

    You may also email hello@offdutypilates.com for assistance.

    Please note: Cancellations via Instagram DMs or Meta messages will not be accepted.

  • Class Packages (1, 3, 5, 10, 20 Class Packs)

    • There are no late cancellation or no-show fees for class packages.

    • We encourage you to cancel as early as possible to give others a chance to join.

    Memberships

    • A fee of up to $25 will be charged for each late cancellation or no-show without prior cancellation. View terms for each membership option here.

    • This applies even if a valid medical certificate or supporting documents are provided.

    • No exceptions will be granted.

  • Please avoid booking two classes in a single day - whether at the same studio or at different locations, unless you intend to attend all the classes booked.

    Class credits will not be returned for late cancellations or no-shows in these situations.

  • If a class is cancelled by the studio due to low attendance, emergencies, or other reasons, you will be notified up to 4 hours before the class via email.

    You will not be charged, and your class credits will remain intact.

  • Classes may be substituted by another instructor. No class credits will be returned if you choose to late cancel or no show for the class due to the change in instructor.

Studio Amenities

  • All our studios provide lockers so you can keep your belongings safe while you focus on your workout.

    Neil Road: Changing room, restrooms, and water dispensers available. Bring your own drink bottle as cups are not provided.

    Palais Renaissance and New Bahru: Changing room available; restrooms are on the same floor. Water dispensers are at New Bahru, but Orchard does not have one. Please bring your own drink bottle, as cups are not provided.

    Please note, shower facilities are not available at any studio.

  • Yes! We offer a range of grip socks and our own line of Off Duty athletic wear, including tops and tights, available at all studios.