Arrival Time

Please arrive no more than 20 minutes early. If the door to class is shut when you arrive, please kindly wait until the coach has opened the door to enter the workout room.

• For our group classes: please try to arrive at least five minutes before class starts. Once the door is shut to class, we will not be able to let late arrivals in as it is very disruptive to the rest of the clients. In this instance, you will be charged a late cancellation fee.

• Cycle classes: it is mandatory that you arrive a minimum of 5 minutes before class starts, especially as everyone is still getting used to the bike setup. If you arrive at the start of class, or later, we will not be able to let you into class as setting up your bike is very disruptive to the rest of the riders and the coach. In this instance, you will be charged a late cancellation fee. 

Class Cancellations + No-Shows

• Late Cancellations: Cancellations must be made 12 hours in advance of the start of class by cancelling your reservation in the Momence app or via your login on a web browser. We are not able to accept class cancellations via email. We will not be able to waive late cancellations for any reason other than a serious injury or event. If you late cancel, a membership credit will be deducted from your account or you will be charged a $10 fee if you are an unlimited membership holder.

• No-Shows: If a class is no-showed, you will be charged a $15 non-refundable fee to the payment method on file. This fee is in addition to our late cancellation penalties. If it’s your first time no-showing a class, the fee will be waived. 

Help/Support Contact

If you need support, please email us at hello@trainbodystrong.com, message us via the Momence app, text us at 206-944-3229, or call us at 206-708-1384. If it's urgent, the fastest way to reach us is via chat (Momence app) or text!

Credit Card vs ACH Direct Debit

All payments processed via credit card will incur a small processing fee. If you would like to avoid the processing fee, please log into your Momence account on your browser (not in the Momence App) and select ACH Direct Debit to connect your bank information.

Lost + Found

We are not responsible for any belongings left behind. If we find a lost item, we will hold it in our lost and found for 30 days. Items that are not claimed after 30 days are donated.

Playcare

If you are interested in taking advantage of our playcare offerings, please familiarize yourself with our policies.

• Children must be booked into Playcare a minimum of 4 hours in advance of the class. This is to ensure we have proper playcare coverage.

• Children must be booked into the class under their own profile. You are able to create a profile for them under your own account by opening the class and selecting "Account" and then "Add Child".

• The maximum time a child may stay in the playcare room is for the duration of your class.

• Do not bring in any outside food or snacks.

• Please bring your child freshly diapered. Diapers will NOT be changed by the playcare staff. If your child does need his/her diaper changed, then the childcare staff will ask you to leave the class to change your child.

• Children are not allowed in the workout area before, after or during class.

• Children will be released ONLY to the person who dropped them off.

• For the well-being of the other children and staff, please refrain from enrolling a sick child into playcare.

• Disruptive or inappropriate behavior will not be tolerated. In these circumstances, parents will be notified immediately. If a child is inconsolable, parents will be notified and asked to return to the playcare room to assist the staff.

• If a child needs to use the bathroom, parents will be notified and asked to accompany the child to the bathroom and return the child to the playcare room before returning to class.