Frequently Asked Questions
CLASS CREDITS & MEMBERSHIPS
Do credits expire?
All class credits and personal training sessions, and packages expire 1 year from the date of purchase.
Can I place my membership on hold?
Only Annual, Paid in Full memberships have the ability to be put on hold. Each hold must be a minimum of 2 weeks, up to 4 months in total. You must provide a minimum of 3 days’ notice for each hold. Please email hello@ultimateathletics.ca to place your account on hold.
Can I place my membership on a medical hold?
Medical exemptions may be permitted, provided we receive a qualifying letter from a medical practitioner within 7 days.
Do you offer corporate rates or private bookings?
Yes! To inquire, please reach out to us at hello@ultimateathletics.ca.
STUDIO POLICIES
What is the late cancellation policy?
Reservations cancelled within 12 hours of the scheduled start time will be subject to a $15.00 + HST late cancellation fee or the loss of one (1) class credit, depending on the membership or credit used to reserve.
Failure to attend a reserved class without cancellation (a “no-show”) will result in a $25.00 + HST fee or the loss of one (1) class credit, depending on the membership or credit used to reserve.
This policy applies to ALL CLASSES, regardless of whether the class is at capacity.
Personal Training: Full fee charged if cancelled within 24 hours.
How does the waitlist work?
If a class is full, you can still add yourself to the waitlist — and it works just like a confirmed booking. If a spot opens up more than two hours before class, you’ll be automatically enrolled and notified by email. If a spot becomes available within two hours of the start time, we’ll contact you directly so you can choose whether to join or pass without any penalty. Just a heads-up: once you're enrolled from the waitlist, our Late Cancellation Policy kicks in. So if your plans change, please be sure to remove yourself from the waitlist to avoid any cancellation fees.
What if I’m late for class?
We want every class to start smoothly and safely for everyone, so please aim to arrive on time. If you’re running late, keep in mind that we may not be able to let you in once class begins. And if the class is full and you haven’t checked in by start time, your spot may be given to someone on the waitlist. In these cases, our Late Cancellation policy would still apply.
I am cancelling due to a medical reason, can the penalty be waived?
Medical exemptions may be permitted, provided we receive a qualifying letter from a medical practitioner within 7 days.
Do you offer refunds?
We do not allow refunds.
GUEST PASSES
Can I use my credits to book a guest?
No, our credits and packages are non-transferable between clients.
I have a membership, do I have any guest passes?
No, our memberships do not have any associated guest passes. However, you can purchase a guest pass credit for your plus 1!
How can I purchase a Guest Credit on the app?
To book your guest, select the class you wish to attend and make a reservation. Select “Guest” under “Reserve for”. Enter your guest’s email address. Select “Purchase credit” and scroll down to “Guest Passes”. There, you select the option of your choosing, purchase and then complete the booking. Please ensure your guest is booked by going to your reservations.
Can front desk book in my guest?
Yes – feel free to ask our front desk to assist you in booking your guest!
It’s my guest’s first time at the gym, do I need to purchase a guest pass?
No, their first class is on us! If you would like to book your guest in advance please let the front desk staff know and they will take care of the rest.