FREQUENTLY ASKED QUESTIONS
THE BEST WAY TO MANAGE YOUR STUDIO LIFE
GET THE TURF APP
FOR IPHONE FOR ANDROIDManage bookings, credits, memberships & explore our offerings before anyone else.
P.S. We updated our app in the last year. Our updated app is "Our Turf 2.0".
If you previously had the ‘Our TurF’ App downloaded, you should now delete that and search for “Our Turf 2.0” in your app store.
Having issues accessing your account?
Email studio@ourturf.com and we can help confirm your primary email address.
LET'S GET INTO IT
WHAT'S ON YOUR MIND
STUDIO POLICIES
12 HOURS BEFORE CLASS START
You can cancel any booking up without a loss of credit or late cancel fee ($20).
WITHIN 12 HOURS OF CLASS START
Cancelling within 12 hours of class, regardless of circumstance, a late fee applies.
A $20 fee is administered for members, or a loss of a credit on class packs.
We ask all guests to arrive 10 - 15 minutes ahead of class to check in.
You must check in with our studio team in the TurF shop, which is in the back right corner. Not checking in for class subjects you to a $20 no show fee.
EXTENUATING CIRCUMSTANCES: 5 MINUTE GRACE PERIOD
We ask that all studio guests arrive 10 - 15 minutes early.
However, we do understand things happen like not finding parking on 4th or running late from work!
In these rare cases, we will allow registered guests to still enter the studio for class for up to 5 minutes after the start time of your class.
After 5 minutes, we have the right to refuse entry.
You can remove yourself from any waitlist at any time (even within the 12 hours before class) and will not be charged or lose your credit. Easy peasy!
Our booking platform can add you into class pending any guests drop out of class, up to 90 minutes before class begins.
Keep an eye on your spot. If you get added into class and do not show, you are subject to no show fees.
The waitlist always moves, so we ask that you keep track of where you are on the list (easiest through our app).
Our system automatically updates as people add & drop their resos so you may be added at a weird time (sometimes even while you’re asleep!)
If you feel like you will not make it or are no longer interested in that class, no sweat! Simply remove yourself from the waitlist to avoid any stress. Your credit will not be lost and you will not be charged.
Please ensure upon arriving to the studio, you check in with our studio team ahead of anything else.
If you arrive, do class and do not check in, our system automatically administers the late/ no show charge of $20.
If you did check in, please email us to correct this error with our team: studio@ourturf.com
BOOKINGS INTO CLASS
Non Members (aka class packs, class passers + drop ins)
You can book into class up to 7 days out!
As soon as any class begins, you can book into the following week for that same time.
Members (TurF'rs)
You can book into class up to 8 days out!
Nope, we gotcha covered!
We always provide mats, towels, any necessary equipment. You just get yourself here and we’ll handle the rest.
Shoes are always optional and we leave it to personal preference as it varies from class to class!
Most class goers opt for grippy socks, barefoot or bring a pair of clean studio shoes to change into for class.
Please be mindful to only bring in clean/ studio shoes (leave the rain + dust outside) to keep our studio in its best form.
I LOST MY WATER BOTTLE, KEYS... HELP
Feel free to give us a call, shoot us an email (studio@ourturf.com) or best, visit us in person in the shop to see if our team has found your item.
SOMETHING ELSE?
studio@ourturf.com