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

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”.





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

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 to 3/31/2021. 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 1 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 1 hour prior to livestream classes and 8 hours prior to in-studio classes, without any penalty.

Reservations cancelled less than 1 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 1 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 1 hour prior to livestream classes and 8 hours prior to in-studio classes, without any penalty.

Reservations cancelled less than 1 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

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.





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