COVID-19 FREQUENTLY ASKED QUESTIONS

(Updated 5/6/21) We understand there are many questions regarding safety measures,  in-studio class structure, online live streaming classes, and more.  Please be patient as we try to answer everyone's question in a timely manner. For more information regarding COVID-19 Re-opening, Guidelines, and Safety Measures, CLICK HERE.

 

IF YOU DON'T SEE YOUR ANSWER BELOW, PLEASE FEEL FREE TO CONTACT US HERE
 

GENERAL

When will Rae Studios re-open?


(Updated 5/6/21) For us, the health and safety of our staff, students, and community is our top priority. The goal and mission at Rae Studios has, and will always be for the well-being of our community. San Francisco entered Yellow-Tier on 5/6/21, which allows indoor gyms to open at 50% total capacity. With the current fluid situation regarding the COVID-19 virus, we are taking every precaution to make sure all guidelines and measures are set in place in order to comply with all local, state, and federal regulations pertaining to social gathering and business directives. As things continue to change, we will continue to adjust our safety measures and guidelines to ensure the well-being of our staff and community. We’re closely monitoring and following official CDC and San Francisco government recommendations and mandates. We know there are many questions and we hope to answer everyone's needs, as swiftly as possible. We just ask that you stay patient with us as we all adjust to the transition. We are excited to welcome you all back to our space and dance together again! To see what we are doing for COVID-19 Safety Measures and other information regarding re-opening, please visit our blog. If you are feeling sick, tested positive for COVID-19 or came in close contact with someone that has COVID-19, or have traveled internationally within past 10-14 days, please stay home and follow the quarantine guidelines so we can slow the spread. Please check back for the most up-to-date information.




Do I have to turn on my camera during class?


No. You do not have to turn your camera on during class. We understand and respect your privacy.




How does livestream classes work?


Take class from the comfort of your own home. We are currently using the Zoom.us video conferencing platform. To sign up, you will need to create a Zoom.us account and download the app on your laptop or mobile device in order to view class. Please make sure your First and Last Name matches your MindBody registration. The instructor will be on the main screen so that everyone can follow along without any distractions. Microphone should be turned off during class so that any noise doesn't interfere with the instructor's voice. Once you have registered for class, we will send a link and unique passcode via email to join the live streaming class 10 minutes prior the start of class. To ensure you receive your link in time, please make sure you register at least 15 minutes before start time and your email is valid on MindBody. All livestream classes are scheduled for Pacific Time. For those that are unable to attend the livestream classes, we offer options for you to purchase the recorded class for additional $2.99. You must purchase the livestream class + recording.




What is the refund policy for memberships and packages purchased prior to shelter-in-place?


MONTHLY UNLIMITED CONTRACTS: Monthly Unlimited Membership will remain active for all general livestream classes. Pausing and Terminations of Monthly Membership will only be granted upon request. To request to freeze your membership, full termination, or to re-activate your membership, please email kevin@raeagency.com. CLASS PACKAGES: “Including In-Studio Packages & Black Friday Deals” Expirations on all in-studio class packages will be automatically extended until further notice. If you would like to convert your in-studio passes as credits for virtual classes OR donation, please email kevin@raeagency.com. No refunds for any unused passes or remaining days for Monthly Unlimited Membership. For In-Studio Tickets or Postponed Spotlight & Workshops, please select from the following options:

  • Save your pass for the new date
  • Convert your pass to MindBody credit which you can use for your next livestream class.
  • Donate your pass to the studio and instructor (This is a 50/50 shared split between teacher and studio)




I signed up for class. How come I didn't received a link?


If you signed up for class, a link will be sent out to students 10 minutes prior to class. Please check your spam folder before contacting us. If you still haven't received an email, please contact us immediately at 415.484.3451 If you are on ClassPass, please email us with the email address that you would like us to send the link to.




How come the video or sound is laggy?


We understand that sometimes videos and sound may become laggy. Unfortunately, we can't control the internet or the amount of people that online in our/your area during the time of class. Here are a few things you can do to improve your speed

  • Make sure all your software are up-to-date
  • Restart computer/laptop before class
  • Close all other application, if possible
  • Clear cache on internet browser
  • Turn off video if you're experiencing lag. If your need your video on, make sure HD is turned off
  • Turn off virtual background
  • Connect to LAN (wired) internet. If you do not have an ethernet cable, move to the room closest to the internet router.
  • Call your internet provider to run diagnostics and reset your interne




What is Rae Studios doing for COVID-19 safety measures?


We are actively engaged in the safety needs of our staff, customers, and communities. Below are some of the steps we are doing to ensure everyone's safety Staff Protective Measures:

  • Ensure Personnel stay home or leave work if they are sick
  • Provide A-1 Health Criteria and temperature check before each shift and advise staff what to do if they are required to stay home (see attached)
  • Staff and customers required to wear a face covering as required by health Officer orders.
  • Limit number of people onsite, based on square footage, to ensure physical distancing, includes staff and instructors.
Measures to Prevent Unnecessary Contact:
  • Maintain physical distancing of six feet in the facility.
  • Markings placed on the floor to ensure six feet physical distancing (inside and outside).
  • Enforce customers to pay for class reservation in advance to decrease touch point transactions
  • Maintain plexiglass as a barrier between staff and customers at point of payment.
  • Remove high traffic areas: changing room and kitchenette area closed
  • Advise customers to bring their own Yoga Mat
  • Advise customers to bring own water bottle
  • Advise customers to arrive with minimum items to store
Staff Commitment & Sanitary Measures:
  • Frequently disinfect high touch areas, and do so continuously for surfaces patrons touch (countertops, payment systems, water station, instructor station, and studio equipment/props) throughout the day.
  • Provide hand sanitizer, sink with soap and water, and/or disinfecting wipes to patrons and personnel near the entrance of the facility, at the checkout counters, and anywhere else where people have direct interactions.
  • Staff will have dedicated time between classes to disinfect the studioStaff will wear personal protective wear, gloves, mask, face shield
  • Staff to wear disposable gloves when cleaning and disinfecting surfaces
  • Gloves discarded after each cleaning
  • Staff to disinfect the dance floor along between classes
  • Staff to disinfect high touch point areas between classes: Sink, Surfaces and water stationWindows to remain open for fresh air circulation (as long as air quality permits)
  • Ceiling and floor fans on to create air flow
Customer Guidelines:
  • Read our safety measure and studio guidelines prior to coming into the studio.
  • Pre-pay and reserve for your Livestream or In-Person class reservation in advanced to avoid “touch point” areas.
  • Wear a protective face mask during your entire visit
  • Assist the hosts staff by waiting patiently in the lobby.
  • Non-personnel COVID-19 A-2 Questionnaire screening and temperature check prior to check-in.
  • Do not enter our studio space until host permits
  • Wipe down station / area with sanitary supplies
Gather your belongings and leave promptly so our hosts can disinfect between classes All staff and students must sign the updated Liability Waiver prior to coming to the studio, which can only be signed through the website (not the mobile app). If you are feeling sick, tested positive for COVID-19 or came in close contact with someone that has COVID-19, or have traveled internationally within past 10-14 days, please stay home and follow the quarantine guidelines. All staff and students will be screened each visit before permitted into our studio.




What are Hybrid classes?


Hybrid classes are a combination of virtual livestreaming + in-studio classes created for accessibility + flexibility. This allows us to maintain social distancing in the studio while providing opportunities for students that can't make it to in-studio classes to continue taking livestream classes from the safety of their homes. Due to limited capacity, once in-studio class is filled, we won't be able to open up more spots. All in-studio classes must be registered in advanced. To limit touch points, no drop-ins will be accepted. All students must follow city and studio guidelines at all times. Proper masks must be worn, while physical distancing at all times. All staff and students must sign the updated Liability Waiver prior to coming to the studio, which can only be signed through the website (not the mobile app). If you are feeling sick, recently tested positive or came in close contact with someone that tested positive for Covid-19, or traveled internationally within past 10-14 days, please stay home and follow the quarantine guidelines.




What timezone are your online classes?


All our livestream classes are scheduled for Pacific Time. For those that are unable to attend the livestream classes, we offer options for you to purchase the recorded class for additional $2.99. You must purchase the livestream class + recording.




Do you have water or should I bring my own?


For your safety and sanitary reasons in accordance to CDC guidelines, and to cut down on waste, we ask all students to bring their own reusable water bottle to class. We have FloWater fountain stationed just outside each room. Kitchenette area is closed.




Do you have lockers?


While we do not have lockers or locker rooms, we do have a changing room with cubbies, shelves, and hooks for you to store your belongings. Per CDC guidelines and San Francisco Health Department, changing rooms are now allowed to open. We do ask that visitors please arrive ready and minimal belongings to help prevent touch points and the spread of the coronavirus.




How old do you have to be to take a class?


CDC's COVID-19 in-studio age restriction has been lifted. We welcome everyone 16 and older. Students under 18 must be accompanied by a parent or guardian.




Are on-demand videos available?


At the moment, you can only purchase recorded Zoom classes which can be available to stream. Certain classes may not be available. Additionally, we are currently in the process of filming and creating a library of pre-recorded videos for on-demand. That feature will be available in the near future.




I received my vaccination shots, do I still need to wear a mask?


Per CDC and city guidelines, individuals that have received vaccine shots should still wear a face mask and physical distance at all time, as you can still be a carrier and spread the virus. We ask that everyone follow the city and studio guidelines until CDC states otherwise or herd immunity has been reached. Failure to comply will not be permitted into the studio.





PRICE / REGISTRATION

When will Rae Studios re-open?


(Updated 5/6/21) For us, the health and safety of our staff, students, and community is our top priority. The goal and mission at Rae Studios has, and will always be for the well-being of our community. San Francisco entered Yellow-Tier on 5/6/21, which allows indoor gyms to open at 50% total capacity. With the current fluid situation regarding the COVID-19 virus, we are taking every precaution to make sure all guidelines and measures are set in place in order to comply with all local, state, and federal regulations pertaining to social gathering and business directives. As things continue to change, we will continue to adjust our safety measures and guidelines to ensure the well-being of our staff and community. We’re closely monitoring and following official CDC and San Francisco government recommendations and mandates. We know there are many questions and we hope to answer everyone's needs, as swiftly as possible. We just ask that you stay patient with us as we all adjust to the transition. We are excited to welcome you all back to our space and dance together again! To see what we are doing for COVID-19 Safety Measures and other information regarding re-opening, please visit our blog. If you are feeling sick, tested positive for COVID-19 or came in close contact with someone that has COVID-19, or have traveled internationally within past 10-14 days, please stay home and follow the quarantine guidelines so we can slow the spread. Please check back for the most up-to-date information.




Do I have to turn on my camera during class?


No. You do not have to turn your camera on during class. We understand and respect your privacy.




How does livestream classes work?


Take class from the comfort of your own home. We are currently using the Zoom.us video conferencing platform. To sign up, you will need to create a Zoom.us account and download the app on your laptop or mobile device in order to view class. Please make sure your First and Last Name matches your MindBody registration. The instructor will be on the main screen so that everyone can follow along without any distractions. Microphone should be turned off during class so that any noise doesn't interfere with the instructor's voice. Once you have registered for class, we will send a link and unique passcode via email to join the live streaming class 10 minutes prior the start of class. To ensure you receive your link in time, please make sure you register at least 15 minutes before start time and your email is valid on MindBody. All livestream classes are scheduled for Pacific Time. For those that are unable to attend the livestream classes, we offer options for you to purchase the recorded class for additional $2.99. You must purchase the livestream class + recording.




What is the refund policy for memberships and packages purchased prior to shelter-in-place?


MONTHLY UNLIMITED CONTRACTS: Monthly Unlimited Membership will remain active for all general livestream classes. Pausing and Terminations of Monthly Membership will only be granted upon request. To request to freeze your membership, full termination, or to re-activate your membership, please email kevin@raeagency.com. CLASS PACKAGES: “Including In-Studio Packages & Black Friday Deals” Expirations on all in-studio class packages will be automatically extended until further notice. If you would like to convert your in-studio passes as credits for virtual classes OR donation, please email kevin@raeagency.com. No refunds for any unused passes or remaining days for Monthly Unlimited Membership. For In-Studio Tickets or Postponed Spotlight & Workshops, please select from the following options:

  • Save your pass for the new date
  • Convert your pass to MindBody credit which you can use for your next livestream class.
  • Donate your pass to the studio and instructor (This is a 50/50 shared split between teacher and studio)




I signed up for class. How come I didn't received a link?


If you signed up for class, a link will be sent out to students 10 minutes prior to class. Please check your spam folder before contacting us. If you still haven't received an email, please contact us immediately at 415.484.3451 If you are on ClassPass, please email us with the email address that you would like us to send the link to.




How come the video or sound is laggy?


We understand that sometimes videos and sound may become laggy. Unfortunately, we can't control the internet or the amount of people that online in our/your area during the time of class. Here are a few things you can do to improve your speed

  • Make sure all your software are up-to-date
  • Restart computer/laptop before class
  • Close all other application, if possible
  • Clear cache on internet browser
  • Turn off video if you're experiencing lag. If your need your video on, make sure HD is turned off
  • Turn off virtual background
  • Connect to LAN (wired) internet. If you do not have an ethernet cable, move to the room closest to the internet router.
  • Call your internet provider to run diagnostics and reset your interne




What is Rae Studios doing for COVID-19 safety measures?


We are actively engaged in the safety needs of our staff, customers, and communities. Below are some of the steps we are doing to ensure everyone's safety Staff Protective Measures:

  • Ensure Personnel stay home or leave work if they are sick
  • Provide A-1 Health Criteria and temperature check before each shift and advise staff what to do if they are required to stay home (see attached)
  • Staff and customers required to wear a face covering as required by health Officer orders.
  • Limit number of people onsite, based on square footage, to ensure physical distancing, includes staff and instructors.
Measures to Prevent Unnecessary Contact:
  • Maintain physical distancing of six feet in the facility.
  • Markings placed on the floor to ensure six feet physical distancing (inside and outside).
  • Enforce customers to pay for class reservation in advance to decrease touch point transactions
  • Maintain plexiglass as a barrier between staff and customers at point of payment.
  • Remove high traffic areas: changing room and kitchenette area closed
  • Advise customers to bring their own Yoga Mat
  • Advise customers to bring own water bottle
  • Advise customers to arrive with minimum items to store
Staff Commitment & Sanitary Measures:
  • Frequently disinfect high touch areas, and do so continuously for surfaces patrons touch (countertops, payment systems, water station, instructor station, and studio equipment/props) throughout the day.
  • Provide hand sanitizer, sink with soap and water, and/or disinfecting wipes to patrons and personnel near the entrance of the facility, at the checkout counters, and anywhere else where people have direct interactions.
  • Staff will have dedicated time between classes to disinfect the studioStaff will wear personal protective wear, gloves, mask, face shield
  • Staff to wear disposable gloves when cleaning and disinfecting surfaces
  • Gloves discarded after each cleaning
  • Staff to disinfect the dance floor along between classes
  • Staff to disinfect high touch point areas between classes: Sink, Surfaces and water stationWindows to remain open for fresh air circulation (as long as air quality permits)
  • Ceiling and floor fans on to create air flow
Customer Guidelines:
  • Read our safety measure and studio guidelines prior to coming into the studio.
  • Pre-pay and reserve for your Livestream or In-Person class reservation in advanced to avoid “touch point” areas.
  • Wear a protective face mask during your entire visit
  • Assist the hosts staff by waiting patiently in the lobby.
  • Non-personnel COVID-19 A-2 Questionnaire screening and temperature check prior to check-in.
  • Do not enter our studio space until host permits
  • Wipe down station / area with sanitary supplies
Gather your belongings and leave promptly so our hosts can disinfect between classes All staff and students must sign the updated Liability Waiver prior to coming to the studio, which can only be signed through the website (not the mobile app). If you are feeling sick, tested positive for COVID-19 or came in close contact with someone that has COVID-19, or have traveled internationally within past 10-14 days, please stay home and follow the quarantine guidelines. All staff and students will be screened each visit before permitted into our studio.




What are Hybrid classes?


Hybrid classes are a combination of virtual livestreaming + in-studio classes created for accessibility + flexibility. This allows us to maintain social distancing in the studio while providing opportunities for students that can't make it to in-studio classes to continue taking livestream classes from the safety of their homes. Due to limited capacity, once in-studio class is filled, we won't be able to open up more spots. All in-studio classes must be registered in advanced. To limit touch points, no drop-ins will be accepted. All students must follow city and studio guidelines at all times. Proper masks must be worn, while physical distancing at all times. All staff and students must sign the updated Liability Waiver prior to coming to the studio, which can only be signed through the website (not the mobile app). If you are feeling sick, recently tested positive or came in close contact with someone that tested positive for Covid-19, or traveled internationally within past 10-14 days, please stay home and follow the quarantine guidelines.




What timezone are your online classes?


All our livestream classes are scheduled for Pacific Time. For those that are unable to attend the livestream classes, we offer options for you to purchase the recorded class for additional $2.99. You must purchase the livestream class + recording.




Do you have water or should I bring my own?


For your safety and sanitary reasons in accordance to CDC guidelines, and to cut down on waste, we ask all students to bring their own reusable water bottle to class. We have FloWater fountain stationed just outside each room. Kitchenette area is closed.




Do you have lockers?


While we do not have lockers or locker rooms, we do have a changing room with cubbies, shelves, and hooks for you to store your belongings. Per CDC guidelines and San Francisco Health Department, changing rooms are now allowed to open. We do ask that visitors please arrive ready and minimal belongings to help prevent touch points and the spread of the coronavirus.




How old do you have to be to take a class?


CDC's COVID-19 in-studio age restriction has been lifted. We welcome everyone 16 and older. Students under 18 must be accompanied by a parent or guardian.




Are on-demand videos available?


At the moment, you can only purchase recorded Zoom classes which can be available to stream. Certain classes may not be available. Additionally, we are currently in the process of filming and creating a library of pre-recorded videos for on-demand. That feature will be available in the near future.




I received my vaccination shots, do I still need to wear a mask?


Per CDC and city guidelines, individuals that have received vaccine shots should still wear a face mask and physical distance at all time, as you can still be a carrier and spread the virus. We ask that everyone follow the city and studio guidelines until CDC states otherwise or herd immunity has been reached. Failure to comply will not be permitted into the studio.





BEFORE CLASS

How do I receive the link for live streaming classes?


Once you have registered for class, we will sent a link with an unique passcode via email to join the live streaming class 10 minutes prior the start of class. To ensure you receive your link in time, please make sure you register at least 20 minutes before start time and your email is valid on MindBody. Check your spam folder. For customer support please, contact 415.484.3451




What do I need in order to access online class?


  • Zoom.us app either on laptop or mobile device
  • Zoom.us account
  • LAN connection or a strong WiFi
  • No camera needed




It's my first time at your studio. How early should I arrive?


Welcome to Rae Studios! Please arrive 5-10 minutes before class. Give yourself time enough time to check-in, go over COVID-19 screening, stow away your belongings, go to the bathroom, and find your spot where you can see the instructor clearly. To prevent the spread of COVID-19, any visitors that arrive more than 15 minutes before class will be asked to wait outside or by the stairs. To ensure the health and safety of our staff and community, doors will be closed when classes are in session and will remain closed during cleaning/sanitation period in-between classes. To limit touch points, NO DROP-INS WILL BE ACCEPTED. Please note that; to be respectful to other students, the instructor, and to prevent injuries, anyone who arrives more than 10 minutes past the beginning of class WILL NOT BE ADMITTED INTO CLASS. If it's your first time at the studio, let the host checking you in know and he/she will be able to quickly show you around, if possible. For more information regarding studio ediquette and policy, please visit our Studio Policy page




Do I need to sign the liability waiver? What does it entail?


All visitors must sign the liability waiver before taking class. Those that refuse to sign the waiver will not be allowed into the studio. By signing the waiver, you release Rae Studios from all responsibility for any injuries or health related incidents, as well as any lost or stolen personal belongings. Please visit our Studio Policy page for more informative on the Liability Waiver




Do I need to bring my own yoga mat or do you provide mats?


While we do provide yoga mats for free, due to the current pandemic, we ask that students bring their own yoga mats to limit contact points and prevent the spread of COVID-19. If you need a yoga mat, you may ask the host at the front for one. Please make sure to thoroughly sanitize the mat after use with the disinfectant wipes or spray located at the front of the studio.




I am a beginner student, what classes should I take?


Levels for our classes are listed on our schedule. We welcome beginner students to come to classes that are labeled “beginner” or “all levels”.





DURING CLASS

What if I can't do everything in class? I haven't worked out in a while.


Don’t worry. Some things take time and practice. Listen to your body and do what you can. Don't walk out of a class or sit down in frustration—hang in there, try your best and don't give up!




What if I have an injury?


If you have an injury, please consult with your doctor about what is appropriate for you. Let your instructor know, so he/she can make the appropriate modifications/adjustments that best fit your fitness goals. Listen to your body.




What is the recommended footwear for class?


We encourage you to wear whatever you feel comfortable moving in and whatever makes the most sense for your home. We understand everyone has different types of flooring. Please see our shoe suggested list to best prepare for your upcoming class. SUGGESTED FOOTWEAR:

  • DRENCHED!, Bootcamp, cardio & choreography classes: sneakers suggested
  • Barre, Barre Bootcamp, Rezist, Express Abs, Pilates, Yoga: barefoot or grip socks recommended
  • Ballet, Modern, Jazz: ballet shoes or socks suggested
  • Salsa & Ballroom: ballroom shoes recommended
  • Heel Classes: Heels / Boots suggested - see which heel class for specific type of heel if any. ie: Sexy Beast classes suggest a 7 inch platform heels.




What should I wear?


Wear whatever you feel comfortable moving in.




Do I need to wear a mask during class?


Yes. All staff and students are required to wear approved face covering at all times except when hydrating with normal breathing intensity according to the Face Covering Health Order No. C19-12c. Face covering must be worn correctly at all times, covering both nose and mouth, for in-studio classes. Face shields are allowed so long as approved face masks are worn. NOTE: Gaiters, masks with holes or vents are NOT approved. All students must maintain physical distancing of minimum of 6 feet, when possible. Anyone that refuse to adhere to city and studio guidelines will not be permitted into the facility.





REFUNDS / CANCELLATION

What is your refund policy?


All online classes are non-refundable. For In-Studio memberships and packages purchase prior to shelter-in-place, please see below: MONTHLY UNLIMITED CONTRACTS: Monthly Unlimited Membership will remain active for all general livestream classes. Pausing and Terminations of Monthly Membership will only be granted upon request. To request to freeze your membership, full termination, or to re-activate your membership, please email kevin@raeagency.com. CLASS PACKAGES: “Including In-Studio Packages & Black Friday Deals” Expirations on all IN-STUDIO class packages will be automatically extended until further notice. If you would like to convert your IN-STUDIO passes as credits for virtual classes OR donation, please email kevin@raeagency.com. No refunds for any unused passes or remaining days for Monthly Unlimited Membership. Cancellation of livestream classes must be made at least 2 hour before the livestreamed class. Cancellation of In-Studio classes must be made at least 8 hours before the scheduled class. Anyone that canceled past the window will be considered as a Late Cancel, which deducts the session from your missed visit. No show will NOT be automatically canceled and the missed class will be forfeited. If you are unable to attend class, you can "Early Cancel" on our site, via the MindBody app, or you can call/email the studio to retain your class credit for later use. You can Early Cancel up to 2 hour prior to livestream classes and 8 hours prior to in-studio classes, without any penalty.

Reservations cancelled less than 2 hour prior to the start of livestream classes and less than 8 hours prior to the start of in-studio classes for Unlimited Passes will be charged $5 per class for late cancellations and $10 for no-shows. This applies to 7 Day All-Access Unlimited Pass and Monthly Unlimited Membership.

Perks include in-home household guest add ons for $5 for Livestream classes ONLY. If you have a household guest attending the livestream class with you, please contact raestudiossf@gmail.com prior to class with the guest's MindBody email and they will charge your card on file $5 for the guest.

Due to limited capacity, cancellations for In-Studio classes must be made 8 hours prior to class starting to be considered an early cancellation.
Please be considerate of your instructors. Any students reserving through ClassPass, FitReserve, or any other third party must adhere to their respective cancellation / no-show policies. WE ARE NOT ABLE TO MAKE ANY EXCEPTIONS. ClassPass users will see a credit back into the account within 1-3 business days.




What happens when class is canceled?


At the event of class cancellation due to low reservations or any other unforeseen reason, purchased pass will be credited back into your account. For those that signed up through ClassPass, FitReserve, or any other 3rd party app, the pass will be credited back to those respected apps. Please visit our Studio Policy page for more information.

For In-Studio Tickets or Postponed Spotlight & Workshops due to COVID-19, please select from the following options:

  • Save your pass for the new date
  • Convert your pass to MindBody credit which you can use for your next livestream class.
  • Donate your pass to the studio and instructor (This is a 50/50 shared split between teacher and studio)




How do I cancel my Monthly Unlimited Membership?


In-studio Monthly Unlimited Memberships purchased prior to shelter-in-place will be frozen effective 3/16/2020, and will not be activated again until group classes are back in session. This means that the autopayment will not be taken from your account until further notice. Full terminations will only be granted upon request. To request a full termination, please email kevin@raeagency.com. Online Monthly Unlimited Membership can be canceled with by emailing kevin@raeagency.com. You may cancel anytime after the initial months with a 15 day notice. If membership is canceled during an active session, membership will terminate 30 days from the most recent renewal. No refunds will be given for unused membership or any previous monthly charges. If you plan to miss an extended period of time, you may freeze your membership for up to six months. When you are ready to come back to class, email us and we'll activate your membership.




I signed up for class, but can no longer attend. How can I cancel my reservation?


If you have pre-paid for a class, simply log-onto your MindBody account on your desktop or via the app to cancel your reservation. All online classes are non-refundable. Cancellation of livestream classes must be made at least 2 hour before the livestream class. Cancellation of In-Studio classes must be made at least 8 hours before the scheduled class. Anyone that canceled past the window will be considered as a Late Cancel, which deducts the session from your missed visit. No show will NOT be automatically canceled and the missed class will be forfeited. If you are unable to attend class, you can "Early Cancel" on our site, via the MindBody app, or you can call/email the studio to retain your class credit for later use. You can Early Cancel up to 2 hour prior to livestream classes and 8 hours prior to in-studio classes, without any penalty.

Reservations cancelled less than 2 hour prior to the start of livestream classes and less than 8 hours prior to the start of in-studio classes for Unlimited Passes will be charged $5 per class for late cancellations and $10 for no-shows. This applies to 7 Day All-Access Unlimited Pass and Monthly Unlimited Membership.

Perks include in-home household guest add ons for $5 for Livestream classes ONLY. If you have a household guest attending the livestream class with you, please contact raestudiossf@gmail.com prior to class with the guest's MindBody email and they will charge your card on file $5 for the guest.

Due to limited capacity, cancellations for In-Studio classes must be made 8 hours prior to class starting to be considered an early cancellation.
Please be considerate of your instructors. Any students reserving through ClassPass, FitReserve, or any other third party must adhere to their respective cancellation / no-show policies. WE ARE NOT ABLE TO MAKE ANY EXCEPTIONS. ClassPass users will see a credit back into the account within 1-3 business days.




Can I freeze my membership?


We know life can get hectic sometimes. If you commit to a membership, you can also freeze it for up to six months. When you are ready to come back to class, email us and we'll activate your membership. To freeze your membership, please email us at raestudiossf@gmail.com, kevin@raeagency.com, or fill out the form on the contact page





GETTING HERE

Where is Rae Studios located?


We are not a storefront studio. Rae Studios is located inside the Native Sons Building on the 7th floor, overlooking downtown San Francisco. We are one block from Union Square Park on Mason Street, between Post Street and Geary Street; easily accessible by MUNI and BART (Highly Suggested). Look for the Native Sons Building next to August Hall. If you are facing August Hall, the Native Sons Building is on your right hand side. Follow the music! Rae Studios #705 414 Mason Street San Francisco, CA 94102




Is there parking?


Limited metered street parking are available. You can also park at a nearby garage. The cheapest nearby garage is under Union Square Plaza.




How can I get to Rae Studios using public transportation?


By BART, get off at Powell Street Station. Take the exit A1 towards Powell Street, Cable Car / Union Square. From the cable car turnaround, walk up Powell Street towards Union Square. Take a left at Geary Street and a right at Mason Street. By MUNI buses, #2, #3, #8, #8AX, #8BX, #30, #38, #38R, and #45 all stop within a block or two from Rae Studios. Please note: MUNI routes may have changed since shelter-in-place. Due to the pandemic, BART has reduced their operating hours. The last train ends at 9:00pm. Please check BART and MUNI website and plan accordingly.