COVID-19 FREQUENTLY ASKED QUESTIONS

​

In ordinance with the CDC guidelines, Rae Studios has moved all in-studio classes to online livestream platform. 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?

(Updated 11/28/20) In response to the rising number of confirmed COVID-19 cases in the county of San Francisco, our studio will be temporarily closed, starting November 29th, as an urgent measure to slow the spread. We will be moving all our classes to virtual livestream via Zoom until further notice.

With the current fluid situation regarding the COVID-19 virus, Rae Studios is taking every precaution to make sure all guidelines and measurements are set in place in order to comply with all local, state, and federal regulations pertaining to social gathering and non-essenstial business closures. Please check with local official websites / news for up-to-date information. To ensure the safety of our staff and community, we have taken additonal safety measures. 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 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?

In-Studio Monthly Unlimited Contract and Class Packages purchased prior to shelter-in-place are no longer eligible for refunds. MONTHLY UNLIMITED CONTRACTS: Membership frozen at the start of shelter-in-place 3/16/2020, can be re-activated again to be used for online and in-studio classes. Full terminations will only be granted upon request. To request a full termination or to re-activate your membership, please email kevin@raeagency.com . CLASS PACKAGES: Expirations on all class packages automatically extended to 12/31/2020. These packages can be re-activated again to be used for in-studio classes. To re-activate your passes, please email kevin@raeagency.com .



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?

While we are currently closed for in-studio classes, you can be sure that we are taking every step to adhere to CDC and San Francisco county guidelines once it is time to reopen again. 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 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 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 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 classes that are 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 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 14 days, please stay home and follow the quarantine guidelines. We currently are not offering Hybrid classes while the studio is closed. Please check back for more information.



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 cubbies, shelves, and hooks for you to store your belongings. Per CDC guidelines and San Francisco Health Department, changing rooms are temporarily closed until further notice. We do ask that visitors please arrive ready and minimal belongings to help prevent the spread of the coronavirus.



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

Per CDC Guidelines, due to COVID-19, no one under the age of 18 will be permitted for in-studio classes.



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, tested positive for COVID-19 or came in close contact with someone that has COVID-19, traveled internationally, within past 14 days, please stay home and follow the quarantine guidelines. More information regarding COVID-19 Safety Measures and 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 and in-studio group classes. 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. We also offer the New Student Deal - 3 Classes for $35.



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

At the start of shelter-in-place, 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.



How come some of the classes are not offered for In-Studio?

In accordance to San Francisco Health Department and CDC guidelines to prevent the spread of COVID-19, we cannot offer specific classes like such as cardio kickboxing, cardio dance, or any high intense aerobics. These classes are still available for livestream.



I purchased a 7-Day Unlimited Pass. How come I can't sign up for In-Studio classes?

The 7-Day Unlimited Pass is only available for general virtual livestream classes. Not valid for private lessons, masterclasses, workshops, special events or SPOTLIGHT classes.This pass is not eligible for In-Studio classes, Spotlight, Pop-Up, or Workshops. If you would like to access both livestream and in-studio classes, our Monthly Unlimited Membership is available.



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

When will Rae Studios re-open?

(Updated 11/28/20) In response to the rising number of confirmed COVID-19 cases in the county of San Francisco, our studio will be temporarily closed, starting November 29th, as an urgent measure to slow the spread. We will be moving all our classes to virtual livestream via Zoom until further notice.

With the current fluid situation regarding the COVID-19 virus, Rae Studios is taking every precaution to make sure all guidelines and measurements are set in place in order to comply with all local, state, and federal regulations pertaining to social gathering and non-essenstial business closures. Please check with local official websites / news for up-to-date information. To ensure the safety of our staff and community, we have taken additonal safety measures. 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 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?

In-Studio Monthly Unlimited Contract and Class Packages purchased prior to shelter-in-place are no longer eligible for refunds. MONTHLY UNLIMITED CONTRACTS: Membership frozen at the start of shelter-in-place 3/16/2020, can be re-activated again to be used for online and in-studio classes. Full terminations will only be granted upon request. To request a full termination or to re-activate your membership, please email kevin@raeagency.com . CLASS PACKAGES: Expirations on all class packages automatically extended to 12/31/2020. These packages can be re-activated again to be used for in-studio classes. To re-activate your passes, please email kevin@raeagency.com .



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?

While we are currently closed for in-studio classes, you can be sure that we are taking every step to adhere to CDC and San Francisco county guidelines once it is time to reopen again. 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 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 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 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 classes that are 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 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 14 days, please stay home and follow the quarantine guidelines. We currently are not offering Hybrid classes while the studio is closed. Please check back for more information.



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 cubbies, shelves, and hooks for you to store your belongings. Per CDC guidelines and San Francisco Health Department, changing rooms are temporarily closed until further notice. We do ask that visitors please arrive ready and minimal belongings to help prevent the spread of the coronavirus.



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

Per CDC Guidelines, due to COVID-19, no one under the age of 18 will be permitted for in-studio classes.



REFUNDS / CANCELLATION

When will Rae Studios re-open?

(Updated 11/28/20) In response to the rising number of confirmed COVID-19 cases in the county of San Francisco, our studio will be temporarily closed, starting November 29th, as an urgent measure to slow the spread. We will be moving all our classes to virtual livestream via Zoom until further notice.

With the current fluid situation regarding the COVID-19 virus, Rae Studios is taking every precaution to make sure all guidelines and measurements are set in place in order to comply with all local, state, and federal regulations pertaining to social gathering and non-essenstial business closures. Please check with local official websites / news for up-to-date information. To ensure the safety of our staff and community, we have taken additonal safety measures. 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 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?

In-Studio Monthly Unlimited Contract and Class Packages purchased prior to shelter-in-place are no longer eligible for refunds. MONTHLY UNLIMITED CONTRACTS: Membership frozen at the start of shelter-in-place 3/16/2020, can be re-activated again to be used for online and in-studio classes. Full terminations will only be granted upon request. To request a full termination or to re-activate your membership, please email kevin@raeagency.com . CLASS PACKAGES: Expirations on all class packages automatically extended to 12/31/2020. These packages can be re-activated again to be used for in-studio classes. To re-activate your passes, please email kevin@raeagency.com .



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?

While we are currently closed for in-studio classes, you can be sure that we are taking every step to adhere to CDC and San Francisco county guidelines once it is time to reopen again. 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 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 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 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 classes that are 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 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 14 days, please stay home and follow the quarantine guidelines. We currently are not offering Hybrid classes while the studio is closed. Please check back for more information.



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 cubbies, shelves, and hooks for you to store your belongings. Per CDC guidelines and San Francisco Health Department, changing rooms are temporarily closed until further notice. We do ask that visitors please arrive ready and minimal belongings to help prevent the spread of the coronavirus.



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

Per CDC Guidelines, due to COVID-19, no one under the age of 18 will be permitted for in-studio classes.



GETTING HERE

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”.



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