FREQUENTLY ASKED QUESTIONS

MY FIRST VISIT

  • All Strength training, yoga and mat pilates classes are held at 1 Trowbridge Road Hackney Wick E95LD

    We do also have a seperate reformer pilates studio based at 5 Prince Edward Road E95LX so please don’t accidentally visit the wrong site!

  • For all classes please aim to arrive 10 minutes BEFORE your class start time.

    Classes @ Trowbridge Road

    We are very flexible with late comers at Trowbridge Road, if you arrive late our teachers will try their best to fit you into the class at an appropriate time.

  • Please bring your own water bottle, everything else you’ll need for your class is provided.

BOOKING + CANCELLATIONS

  • Classes at Trowbridge Road

    Classes are subject to a strict 8 hour cancellation policy. You need to cancel more than 8 hours before your class start time in order to keep the credit to use against another class. 

  • All classes must be booked in advance by logging into your account on our website, or by downloading the Strong + Bendy app. 

    If you run out of classes more can be purchased either on our website or Strong + Bendy app.

    If you regularly use more than your class allocation you may want to discuss upgrading your membership to the next tier. You can email julia@strongandbendy.co.uk to ask about your options.

  • No. All classes must be pre-booked either via our website or our Strong + Bendy App.

    We cannot accept cash or face to face bookings.

  • Please don’t ask that we credit classes back onto your account that you either late cancelled or didn’t show-up for.

    We know it’s upsetting when you miss a class or lose out on a credit but we get asked so regularly we have to be strict in order to run a viable business and keep Strong + Bendy open for the customers who love visiting us. 

  • If a class is at capacity a waitlist opens up.

    If you’re on a waitlist for a class, please regularly check your emails and texts as if someone cancels you will be automatically added onto the class list and notified via email and text.

    You’ll need to have your account email and text notifications in your settings to ‘on’ to receive these waitlist alerts. We can set these up on your behalf or you can do so in your account.

  • No, only show up if your account shows you as booked in.  We’d hate to have to turn you away.

  • We often get asked if we can check people into classes they didn’t attend in order to save them a no-show fee from partners such as ClassPass.

    Unfortunately the answer is no. For insurance purposes we need an accurate record of who attended each class.

    I’m afraid we have no control over third party fines for not attending classes, the only way to avoid a fee is to ensure you cancel within their cancellation window.

  • Can I extend the end date or pause a pass I’ve bought? 

    All purchases have an end date which cannot be altered after purchase. It is the customer’s responsibly to buy the pass at a time when they know they will be able to make use of it. 

    Can I get a refund on a pass I’ve bought? 

    We do not offer refunds. If you are in any doubt about what is the right class/ membership / bundle for you – feel free to email Julia our Studio Manager at julia@strongandbendy.co.uk before purchase. 

    With our 20 day welcome passes – it is the customer’s responsibility to purchase at a time when they know they will be able to make good use of the unlimited access.  

    As a business we are charged by both our software provider and payment partner to take payments and also pay the government VAT on each purchase. If we refund a purchase we therefore lose money which we cannot afford to do. 

    Is there any flexibility on this? 

    Sorry there isn’t!

    Strong + Bendy is a very small business with a tight profit margin. We get dozens of requests per week to make exceptions –  if we agreed to each one we simply couldn’t run a viable business. 

    Our motivation is not to be difficult, but to be able to continue running a viable business our customers can continue to enjoy. 

MEMBERSHIPS

  • If you want to visit Strong + Bendy regularly, a membership is the most cost effective way to do so.

    If you sign up to a membership via our website or app your card will be automatically charged each month and your membership will renew.

    The classes included in your membership must be used within the month and do not roll over.

    If you do not use all your passes each month you can downgrade to a smaller membership or you may be better suited to buying our drop in classes as paying as you go. 

    All classes must be booked in advance – the easiest way to do so is by downloading the Strong + Bendy app.

    You can also book by logging in via our website.

  • Yes! Once in a 12month period a member can pause their membership.  But not within the first 2 months of your membership.

    What happens when I pause my membership?

    Membership pauses need to be a minimum of 2 weeks. You can pause for a given period of time (EG 2 weeks for a work trip) or an indefinite period of time due to illness.

    Either way your membership payment will be pushed back for the number of days or weeks you end up pausing for.

    Can I book for classes in the future when my membership is paused? 

    No, you will only be able to book into classes for the future once your membership is active.

    Be mindful of your new regular payment date 

    A membership pause will inevitably change your monthly payment date. Please be mindful that by pushing it back it may no longer be in line with your pay day.

    If you want to keep your membership payment date you might prefer to reduce the number of classes in your membership for a given month rather than pause your membership (EG reducing from 12 classes to 8)

    Can I pause for less than 2 weeks?

    Sorry no! It’s really common that a member takes a few days off or goes on a holiday. We cannot go through the administrative process of pausing memberships for such a short period of time.

    Can I pause more than once in a year? 

    No. If you find you’re regularly needing to pause your membership it’s likely a recurring membership is no longer the best fit for you. You can purchase class bundles instead here. 

    How do I pause my membership?

    Please email our Studio Manager Julia on

    Julia@strongandbendy.co.uk.

  • Yes! Each membership offers top-up classes at a discounted cost (purchased via our Strong + Bendy app).

    If you’ve used all your classes, simply click on the class you’d like to book and you’ll see an option to buy a MEMBERS ONLY class which will be cheaper than our normal drop-in classes.

    Top up class prices vary depending on your membership but the option to purchase them will be available to you in the Strong + Bendy app.

    For more information, see top up classes here.

  • YES at our Trowbridge Road studio! A membership perk is that all members can bring friends for free 💓  

    We do not offer bring a friend free with Reformer memberships.

    There’s no limit to how many friends you can bring over the course of your membership, but each friend can only come free once.

    Friends must be pre-booked, please don’t just turn up with them as there may not be space.

    Email julia@strongandbendy.co.uk or WhatsApp us on 07507931847 with their full name, email and mobile number to get them booked in.

    We look forward to meeting your BFFs!

  • You are only tied into a minimum commitment of 2 months, after that you can cancel at any time just email julia@strongandbendy.co.uk if you want to make any updates to your membership. 

  • No, unused passes do not roll over into the following month, so make sure you use them in your membership period!

    If you do not use all your passes each month you can downgrade to a smaller membership or you may be better suited to buying our drop in classes as paying as you go. 

  • If your membership doesn’t show up in the Strong + Bendy app it’s likely because you’ve registered on the app with a different spelling of your name or a different email than you originally used to book from us.

    Please check that the details in the app match exactly the name and email on your purchase receipt.

    Alternatively, you are looking at trying to book classes outside of your membership monthly cycle so it isn’t showing an active membership. You can book into classes once your payment goes through.

    You can also email our manager julia@strongandbendy.co.uk who can assist you.

  • You can cancel your membership anytime after the initial 2 month minimum commitment. To cancel please email julia@strongandbendy.co.uk at least 48 hours before your next payment date.

OTHER

  • This blog will be helpful when choosing the right class for you.

  • Strength, Yoga and Mat Pilates @ Trowbridge Road

    If you’re pregnant you can typically continue exercising at the same level of intensity you were used to pre-pregnancy.

    However, as a general rule it is not encouraged to increase the intensity of your exercise once you are pregnant. Please let us know in advance of the classes you wish to attend. 

    If you’re postnatal you’re welcome to attend a class as soon as you have the go-ahead from a health professional (usually 6 weeks post birth) and you feel ready. 

    We don’t currently offer specific pre/ postnatal classes, but we do have some instructors with pre/ postnatal qualifications who can offer appropriate modifications to make their classes safe and fun for you!

    Please email studio owner Rhian if you have any questions or need reassurance: rhian@strongandbendy.co.uk. Rhian is pre/post natal qualified. 

  • Trowbridge Road

    We have shower facilities for those who identify as female. Please bring your own towel. Shampoo, body wash and conditioner are provided.

  • Many of our instructors also offer one-to-one Personal Training sessions.

    If there’s a teacher you’re interested in having personal training with please email julia@strongandbendy.co.uk and she can put you in touch.

    Each coach will set their own rates.

  • It’s often possible to accommodate an injury or pain you have by modifying the class to suit your individual needs.

    It’s really dependent on the nature/ severity of your complaint and the advice you’ve been given by a health professional. 

    Often participants come with mild knee, ankle, wrist, and lower back pain; which can be worked around. It’s a good idea to come early to class to discuss your needs with the instructor.

    For anything more serious please contact us in advance to discuss: rhian@strongandbendy.co.uk

    • Your welcome Pass access starts from the day of your first booked visit (not the day you purchased your pass) and runs for 20 days from that day, depending on which pass you have purchased.

    • Access to Trowbridge Road studio only, does not include reformer

    • Your pass cannot be extended and credits can’t be rolled over beyond the allocated number of days.

    • First class must be booked within 1 month of the date you purchased the pass.

    • We kindly ask that you use welcome pass respectfully, by only booking into the classes that you plan on attending. We are very happy for you to come to as many classes as you like, but block-booking classes in advance and then not showing up to them means those spots can’t go to anyone else, which loses us business.

    • We understand that cancellations are sometimes necessary as plans change, so if you do need to cancel a pre-booked class that you find you can’t attend, please do so as soon as possible via the Strong + Bendy app or by signing in on our website.

    • We reserve the right to revoke a Pass if the customer repeatedly no-shows to classes they have booked into.

    • Classes can be used against any 30 mins, 45 mins or 1 hour class on our timetable. Not to be used against workshops or partner events.

    • Valid for new customers who have never bought from Strong + Bendy before.

    • Cannot be used in conjunction with any other offer.

    • We have the right to end the promotion at any time.

    If you are unsure about anything or have any questions, please get in touch with our Studio Manager Julia julia@strongandbendy.co.uk.

  • If you need additional support in order to enjoy a class at Strong + Bendy please get in touch so we can discuss how to best support you.

    Our Trowbridge studio is wheelchair accessible and our battle ropes class can be done in a wheelchair. Please see above FAQs for more information or reach out with your question.

  • Yes, our Strong + Bendy Trowbridge Road location is! The closest station to Strong + Bendy is Hackney Wick which has step-free access.

    We also have street parking (max stay 2 hours) out the front of the studio and a private parking space (please email in advance to book it with rhian@strongandbendy.co.uk).

    The entrance ways, studios and WC are wheelchair accessible. Unfortunately the showers aren’t.

    Please note it is only Trowbridge Rd that’s accessible not our new Prince Edward road location.

    Battle Ropes Classes

    We frequently run battle ropes classes and this is the class on the timetable most suitable for those in a wheelchair. Please let us know in advance and we’ll ensure you’re saved the most appropriate space in the class for your chair and that we have additional equipment; such as resistance bands and dumbbells, ready for you on arrival.

  • Click here for more info.