Frequently Asked Questions

Whether you are new to our studio or already a student, here you can find a compilation of frequently asked questions that will hopefully help solve any queries you may have! If you feel like something is missing, do contact us.

What class do I book on to?

Your first decision is, do you want to learn pole, hoop or both?! Both disciplines are a fantastic way to be active and work on the full package that is stamina, strength and flexibility. 

If you have never done pole or hoop before you are suited for any of our pole or hoop beginner classes.

If you have previous experience in pole or hoop get in touch with us. We have a syllabus system which helps categorise our students into the most suited levels. If you have previous experience please get in touch with us letting us know how long you practised the discipline for and what moves you are comfortable in and which you have recently been working on. Once you have provided us with this information we can recommended the best suited level for you! (You can contact us through our live chat here, our email gemstonefitness@hotmail.co.uk or any of our socials).

How do I book a class?

Our schedule can be found on the booking system GoTeamUp. You will need to create an account and sign in before booking any of our sessions, as well as filling in some health forms.

You can find a full step by step guide in the tab on our website Book a Class.

What do I wear to my class?

If you are coming to a pole class, we recommend a t-shirt or vest top, a sports bra and shorts. The shorts are highly important to help you grip onto the pole.

If you are coming to a hoop class, we recommend a t-shirt or vest top, a sports bra and leggings. On occasion, your instructor might let you know if you need to wear anything that covers your elbows for certain moves. **Please note that due to COVID-19 our hoops are currently untaped so we recommend shorts or bicycle shorts instead of leggings due to grip purposes.

I feel too overwhelmed going to a group class, do you do private sessions?

Yes, we do! If you are interested in a 1to1 session or a 2to1 session (if you would like to bring a friend), please email or get in contact with us to find availability for you with one of our instructors. 

Our prices are £35 for a 1to1 and £60 for a 2to1 (£30 each).

What is your cancellation policy? 

All our lessons (unless stated otherwise) have a 24 hour cancellation policy. This means that if you are cancelling your booking more than 24 hours before the class, you will be issued an automatic refund.

If however you wish to cancel your class within the 24 hours before the class, you will not be issued a refund. Due to the current COVID-19 situation, if you are sick or are unsure whether you have COVID-19 or have been told you need to self-isolate, or have come in contact with someone who is positive for COVID-19 we will issue a credit refund (money in your GoTeamUp account) for you to use in a future booking. 

I cancelled a class over the 24 hour period, when am I getting my refund?

If you cancelled your booking over the 24 hour period you will have been issued an automatic refund. Please allow 2-5 business days for the money to return to your bank account.

Please note that if you paid for a class with credit the refund will be in credit also. 

Do you have any rules I need to know about?

We have a couple of rules we are very strict about:

-You must arrive on time to your class, if not 5-10 minutes beforehand to ensure timeliness. If you are late, we have a strict 7 minute policy (our warm up time). If you arrive later than 7 minutes you will be turned away by the instructor. We take our student's safety very seriously and a warm up is essential to partake in any of our classes. Arriving late will disrupt the session for the instructor and other students and we therefore do not allow it. 

-Please do not put any moisturiser, or self-tanning oils at least 24 hours before your class. Any oil or moisturising products will compromise your grip and therefore your safety on the equipment. Furthermore, you are putting fellow students at risk by making the equipment slippery, as well as potentially damaging the equipment.

-No rings, bracelets, chokers or any other piece of jewellery the instructor deems unsafe are allowed during your class to ensure your safety.

-One of our COVID-19 policies states that we ask you bring the smallest amount of baggage with you to class due to the changing room being temporarily closed. 

-Strictly no drugs nor alcohol are allowed on the premises, as well as coming to class under the influence. If the instructor deems you to be under the influence, you will be turned away.

What are your COVID-19 safety policies?

To ensure our staff and student's safety we have put a number of policies in place. You can find a full list on our blogpost. Our more noticeable ones are:

-Cleaning will happen before, between and after classes to ensure proper sanitisation. 

-Before your class you will have to wait until the instructor allows you to enter. You are expected to comply with safety distancing amongst students during this time.

-Upon entry to the studio you will be asked to sanitise your hands at the entry station. You will also be asked to remove any PPE.

-You will be given your own personal flannel for the class duration, which will have to be returned in the laundry bag upon exit.

-Each person, or pair, must remain within their safety space and not touch other students or staff. Staff will continue to spot if you would like to, but if you are in a perilous position where the risk of injury surpasses the risk of COVID-19, the instructor will spot you to safety.

-There is a one way entry and exit system in and out of the studio you must abide to.

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07540 739032

GemsTone Fitness
23a The Precinct
Egham
Surrey
TW20 9HN

© 2020 GemsTone Fitness