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.
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.
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.
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
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.
-
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.
-
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
-
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
-
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
PRICE / REGISTRATION
How much are online classes?
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
-
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?
5 Pack and 10 Pack are also available.
It's my first time here. Do you offer free introductory class?
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.
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.
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.
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.
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.
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.
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
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.
-
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.
-
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
-
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
-
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
DURING CLASS
What is your refund policy?
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.
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?
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.
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?
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.
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?
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.
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