COVID-19 FREQUENTLY ASKED QUESTIONS

Rae Studios will be opening at limited capacity in ordinance with the CDC guidelines, starting September 28th. With safety concerns, 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. 

 

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

GENERAL

When will Rae Studios Re-Open?


With the current fluid situation regarding the COVID-19 virus, Rae Studios physical location will be closed starting Sunday March 15th - September 28th. Rae Studios will comply with all local, state, and federal regulations pertaining to social gathering and non-essenstial business closures. Currently, San Francisco's Phase 3 guideline for re-opening of gyms is tentatively set for September 14th at 10% total capacity. Please check with local official websites / news for up-to-date information. To see what we are doing for safety measures and other information regarding re-opening please visit our blog. 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, came in contact with someone that has Covid19, traveled internationally, or tested positive for Covid19 within past 14 days, please stay home and follow the quarantine guidelines. 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 live streaming 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.




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


In-Studio Monthly Unlimited Contract and Class Packages purchased prior to shelter-in-place will not be eligible for refunds. MONTHLY UNLIMITED CONTRACTS: Will be frozen effective 3/16/2020, and will not be activated again until in-studio 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 . CLASS PACKAGES: Expirations on all class packages will be automatically extended to 12/31/2020. These packages will be active when classes return.




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 my become laggy. Unfortunately, we can't control the internet or the amount of people that online in 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
  • Close all other application, if possible
  • Clear cache
  • Turn off video when possible. If your need your video on, make sure HD is turned off
  • 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 internet




What is Rae Studios doing for Covid19 safety measures?


In order to safely reopening, we have taken every step to adhere to CDC and San Francisco county guidelines for re-opening. Staff Protective Measures:

  • Ensure Personnel stay home or leave work if they are sick
  • Provide A-1 Health Criteria 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 to 10% onsite to ensure physical distancing, includes staff and instructors.
Measures to Prevent Unnecessary Contact:
  • Maintain physical distancing to six feet in the facility and twelve feet while engaging in dance and fitness class(es).
  • Markings placed on the floor to ensure six feet physical distancing (inside and outside) dance studio and twelve feet of distancing for activities that increase breathing intensity. (inside S1/S2)
  • Enforce customers to pay for class reservation in advance to decrease touch point transactions
  • Maintain plexiglas as a barrier between staff and customers at point of payment.
  • Remove high traffic areas: changing room closed, kitchen pantry
  • Advise customers to bring their own Yoga Mat for less floor touch contact
  • Advise customers to bring own water bottle
  • Advise customers to arrive with minimum items to store
Staff Commitment & Sanitary Measures:
  • Regularly disinfect high touch areas, and do so continuously for surfaces patrons touch (countertops, payment systems, water station, instructor station, and studio equipment/props)
  • 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 and confirm A-1: Personnel Screening Form prior to coming into the studio.
  • 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.
  • Temperature Check + COVID
  • Questionnaire Form at 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, came in contact with someone that has Covid19, traveled internationally, or tested positive for Covid19 within past 14 days, please stay home and follow the quarantine guidelines. For full PDF of what we're doing, please click here.





PRICE / REGISTRATION

How much are online classes?


All online classes are $15. SPOTLIGHT classes are $18. If there are multiple people in the house that would like to join using a single device, we offer a Household rate for only $18 (standard class) $21 (SPOTLIGHT classes) for the entire family. We also over 7 Day All-Access Pass for $45 and Monthly Unlimited Membership for $150 / month. For additional packages, please check our Rates & Services page




How do I register for online live streaming and hybrid classes?


You can register for online live streaming and hybrid classes by visiting our Sign Up page, or by using the MindBody app.

Livestream

  • You must create first create a MindBody account, if you don't have one already
  • Create a Zoom.us account and download the app either on laptop or mobile device Make sure you First Name & Last Name matches your MindBody account.
  • 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.
  • Make sure you have a strong WiFi
Hybrid
  • Look for in-studio classes on MindBody and register in advance. No drop-ins accepted.
  • Sign the updated liability waiver prior to arriving.
  • Please arrive on-time. Late arrivals will not be admitted.
  • If you are feeling sick, came in contact with someone that has Covid19, traveled internationally, or tested positive for Covid19 within past 14 days, please stay home and follow the quarantine guidelines.




Do you offer monthly memberships or class packages for online classes?


Yes. We offer a Monthly Unlimited Membership that allows students to take all our group classes for one flat, recurring rate of $150 per month.*Monthly Unlimited Membership allows access to general virtual group classes only. Not valid for private lessons, masterclasses, workshops, special events or SPOTLIGHT classes.Monthly Unlimited Membership must pay with credit card for recurring payments, and is non-refundable and non-transferable. Membership fee will be automatically withdrawn each month after the purchase date. You may cancel anytime after the initial month 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. To cancel, please email us: raestudiossf@gmail.com, kevin@raeagency.com or fill out a form on our Contact page For those that are interested in trying out the Unlimited access, but are not sure about the monthly commitment, you can try out 7-Day Unlimited Pass. Note: In-studio classes are not valid on the 7-Day Pass.

5 Pack and 10 Pack are also available.




It's my first time here. Do you offer free introductory class?


At this time, we do not offer free introductory classes. We do offer some great deals like the 7 Day Unlimited Access for $45. Perfect for new and returning students looking to try all the different classes.




I previously purchased a class package or Monthly Membership. Why am I unable to sign up for online classes?


In-studio class packages were automatically been extended until 12/31/2020 and Monthly Membership accounts have been suspended indefinitely. For those that would like to unsuspend their Monthly Unlimited Membership, please email us. Packages and Memberships are no longer eligable for refunds. If you know that you are unable to make online classes and would like to donate your class packages, please email kevin@raeagency.com and we can allow your package to be donated to Rae Studios.




How come some of the classes are not on ClassPass?


We currently offer a limited number of classes to ClassPass users to give priority our in-house members the benefit and accessibility to reserve a spot for all classes.




Can I use ClassPass for online classes?


Yes, but only a limited of classes are available for ClassPass users. Due to limitations of features and glitches with ClassPass, you may not receive an message with the class link through their portal. To address this issue, if this is your first time signing up for our classes through ClassPass, please email kevin@raeagency.com with the email address where you would like for us to send you the class link. If you signed up before, but never emailed us with your email address, please contact us so that we can put you in our MindBody system.




What is a Hybrid class?


Hybrid classes are classes that are that allow both in-studio and livestreaming. Students that can't make it to in-studio classes can still livestream. Due to limited capacity, once in-studio class is filled, we won't be able to open up more spots. 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, came in contact with someone that has Covid19, traveled internationally, or tested positive for Covid19 within past 14 days, please stay home and follow the quarantine guidelines. Please check back for the most up-to-date information.





BEFORE CLASS

When will Rae Studios Re-Open?


With the current fluid situation regarding the COVID-19 virus, Rae Studios physical location will be closed starting Sunday March 15th - September 28th. Rae Studios will comply with all local, state, and federal regulations pertaining to social gathering and non-essenstial business closures. Currently, San Francisco's Phase 3 guideline for re-opening of gyms is tentatively set for September 14th at 10% total capacity. Please check with local official websites / news for up-to-date information. To see what we are doing for safety measures and other information regarding re-opening please visit our blog. 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, came in contact with someone that has Covid19, traveled internationally, or tested positive for Covid19 within past 14 days, please stay home and follow the quarantine guidelines. 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 live streaming 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.




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


In-Studio Monthly Unlimited Contract and Class Packages purchased prior to shelter-in-place will not be eligible for refunds. MONTHLY UNLIMITED CONTRACTS: Will be frozen effective 3/16/2020, and will not be activated again until in-studio 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 . CLASS PACKAGES: Expirations on all class packages will be automatically extended to 12/31/2020. These packages will be active when classes return.




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 my become laggy. Unfortunately, we can't control the internet or the amount of people that online in 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
  • Close all other application, if possible
  • Clear cache
  • Turn off video when possible. If your need your video on, make sure HD is turned off
  • 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 internet




What is Rae Studios doing for Covid19 safety measures?


In order to safely reopening, we have taken every step to adhere to CDC and San Francisco county guidelines for re-opening. Staff Protective Measures:

  • Ensure Personnel stay home or leave work if they are sick
  • Provide A-1 Health Criteria 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 to 10% onsite to ensure physical distancing, includes staff and instructors.
Measures to Prevent Unnecessary Contact:
  • Maintain physical distancing to six feet in the facility and twelve feet while engaging in dance and fitness class(es).
  • Markings placed on the floor to ensure six feet physical distancing (inside and outside) dance studio and twelve feet of distancing for activities that increase breathing intensity. (inside S1/S2)
  • Enforce customers to pay for class reservation in advance to decrease touch point transactions
  • Maintain plexiglas as a barrier between staff and customers at point of payment.
  • Remove high traffic areas: changing room closed, kitchen pantry
  • Advise customers to bring their own Yoga Mat for less floor touch contact
  • Advise customers to bring own water bottle
  • Advise customers to arrive with minimum items to store
Staff Commitment & Sanitary Measures:
  • Regularly disinfect high touch areas, and do so continuously for surfaces patrons touch (countertops, payment systems, water station, instructor station, and studio equipment/props)
  • 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 and confirm A-1: Personnel Screening Form prior to coming into the studio.
  • 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.
  • Temperature Check + COVID
  • Questionnaire Form at 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, came in contact with someone that has Covid19, traveled internationally, or tested positive for Covid19 within past 14 days, please stay home and follow the quarantine guidelines. For full PDF of what we're doing, please click here.





DURING CLASS

What is your refund policy?


All online classes are non-refundable. Cancellation of all classes must be made at least 1 hour before the scheduled class. No-shows or last minute cancellations will are not eligible for class credit or refund. 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 1 hour prior to class, without any penalty.
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. Reservations cancelled less than 1 hour prior to the start of class 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. For Monthly Unlimited cancellation, please email kevin@raeagency.com 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




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.

Cancellation of all classes must be made at least 1 hour before the scheduled class to allow other students the ability to sign up as spots are limited. For morning classes, please be considerate of your instructor by early cancelling by 9pm the night before your morning class. No-shows or last minute cancellations will are not eligible for class credit or refund. 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 1 hour prior to class, without any penalty.

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. Reservations cancelled less than 1 hour prior to the start of class 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. For Monthly Unlimited cancellation, please email kevin@raeagency.com 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





REFUNDS / CANCELLATION

What is your refund policy?


All online classes are non-refundable. Cancellation of all classes must be made at least 1 hour before the scheduled class. No-shows or last minute cancellations will are not eligible for class credit or refund. 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 1 hour prior to class, without any penalty.
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. Reservations cancelled less than 1 hour prior to the start of class 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. For Monthly Unlimited cancellation, please email kevin@raeagency.com 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




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.

Cancellation of all classes must be made at least 1 hour before the scheduled class to allow other students the ability to sign up as spots are limited. For morning classes, please be considerate of your instructor by early cancelling by 9pm the night before your morning class. No-shows or last minute cancellations will are not eligible for class credit or refund. 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 1 hour prior to class, without any penalty.

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. Reservations cancelled less than 1 hour prior to the start of class 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. For Monthly Unlimited cancellation, please email kevin@raeagency.com 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





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