STUDIO POLICIES
Cancellations
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Drop-Ins (including special workshops)
Policy: For drop-in cancellations received with more than 24 hours’ notice before the start time of the class, we can offer you a credit to your Underdog account in the full amount that you paid for the class. For drop-in cancellations received with less than 24 hours’ notice (for any reason) we are unable to offer refunds or credits.
How to Cancel: If you are unable to attend a drop-in event that you have booked with us, please log into your Underdog account and cancel your attendance in that class as early as possible. Canceling a drop-in class from your account will open a spot for another dancer on our system immediately, and it will time stamp the cancellation for us and for you. While we do our best to be available as often as possible, we can take up to 1 business day to receive cancellations by email, voicemail, or text.
For drop-in cancellations that we receive more than 24 hours before the start of class, you can claim a credit in the full amount of the class fee, which will be applied to your Underdog account under “money credits”. If you booked your drop-in using a pre-paid class pack, that class will go back on your account under class/appointment credits. At this time, these credits are not automatically applied to your account, so please reach out to us at frontdesk@underdogdance.com to let us know which class you canceled. We will be happy to help!
Explanation: The reason for the 24 hour cutoff time for credits is that we need enough time to fill that spot in the class that we were counting on! In fairness to our staff and to other dancers, we ask for at least 24 hours’ notice to try to offer that place to someone else. The reason that we offer account credits and not direct refunds is that we incur payment processing fees even on refunded orders. While other studios pass the payment processing fees onto clients at the time of the initial transaction, or increase their prices to accommodate these fees, we do neither of these things. We absorb the payment processing fees at the time you make your purchase. One of the ways we are able to sustain this expense and keep registration fees down is by offering credits rather than refunds.
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Policy: For entire multi-week session cancellations received with 7 calendar days’ notice or more, we can offer you a full credit for the amount of your registration as money credits on your Underdog account.
For entire multi-week session cancellations received with at least 2 calendar days’ notice and less than 7 calendar days’ notice to the start time of the first class, we can offer you a 50% credit for the amount of your registration as money credits on your Underdog account.
For entire multi-week session cancellations received with less than 2 business days’ notice, we cannot offer any credits or refunds. If you are unable to attend 1 or 2 classes in the 5 week session, you are still more than welcome (and encouraged) to continue to attend the others! Because you have secured your place in all 5 classes by registering for the session, we are unable to offer any credits or refunds for single classes.
Access to Missed Class Content:
Instructors cannot provide videos of missed class content for review or catch-up purposes.
How to Cancel: If you recognize that you are unable to attend a multi-week session that you have booked with us, please contact frontdesk@underdogdance.com as early as possible, and let us know which course you need to cancel. Please note that it may take up to 1 business day for us to receive your email.
Explanation: These classes are progressive, meaning that each week builds on the previous one. These classes take much longer to fill than a drop-in session, so we need a little more notice to help another dancer find a spot in the class. If you cancel one or two classes, we cannot help someone else register, because they will not have access to the entire session due to its progressive nature. If you cancel the entire 5-week session with enough notice, we might be able to put someone else in that class!
We ask for 7 calendar days to find another dancer for the class because it can take longer than it does for a drop-in to fill that place in class. Over the last several years, we have found that the chance of filling that spot drops dramatically within 7 days of the class starting. It also takes more administrative time for us to remove you from the attendance list for 5 weeks and add another dancer.
The reason that we offer account credits and not direct refunds is that we incur payment processing fees even on refunded orders. While other studios pass the payment processing fees onto clients at the time of the initial transaction, or increase their prices to accommodate these fees, we do neither of these things. We absorb the payment processing fees at the time you make your purchase. One of the ways we are able to sustain this expense and keep registration fees down is by offering credits rather than refunds.
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Private Lessons and Studio Practice Bookings
Policy: If you cancel your private lesson or studio booking with 24 hours’ notice or more, your account will automatically be credited with an appointment credit which is applicable to the same service you canceled. For appointments canceled with less than 24 hours’ notice for any reason, we are unable to offer refunds or credits.
How to Cancel: If you are unable to attend a private lesson or studio practice booking that you have reserved with us, please log into your Underdog account and cancel your attendance in that class as early as possible. Canceling from your account will open a spot for another dancer on our system immediately, and it will time stamp the cancellation for us and for you. While we do our best to be available as often as possible, we can take up to 1 business day to receive cancellations by email, voicemail, or text.
Explanation: Our instructors set appointment time aside specifically for you. Most of them work more than one job or attend school, and will often schedule their day around booked appointments. We value our staff and want to give them the courtesy of enough notice to reformat their day or create another appointment.
The reason that we offer account credits and not direct refunds is that we incur payment processing fees even on refunded orders. While other studios pass the payment processing fees onto clients at the time of the initial transaction, or increase their prices to accommodate these fees, we do neither of these things. We absorb the payment processing fees at the time you make your purchase. One of the ways we are able to sustain this expense and keep registration fees down is by offering credits rather than refunds.
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Studio Cancellation Policy
General Cancellations by the Studio:
In the event of a class, private lesson, or booking cancellation (excluding public health mandate changes), you'll promptly receive email and text notifications.
A full refund for the canceled registration will be initiated to your original payment method. Please allow up to 2 business days for the refund to reflect in your bank account/statement.
Refunds for Different Cancellation Scenarios:
For drop-in class and workshop cancellations, a full real-money refund for the entire registration fee will be provided.
In a multi-week session, if a single class is canceled, you'll receive a refund equivalent to the cost of that particular class. For instance, in a 5-week session, one-fifth of the registration fee will be refunded for a canceled class.
Private Lesson Cancellation by Studio Policy:
If an instructor is more than 5 minutes late for a private lesson, your next lesson will be complimentary.
In case of an instructor's absence for a scheduled private lesson, you're entitled to a free replacement lesson and a full refund for the original lesson.
Refunds for Unlimited Members due to Studio Cancellations:
Unlimited members experiencing an excessive number of canceled classes (more than 10% of total classes for that month) will be eligible for partial refunds on their monthly fees.
The partial refund calculation is at the discretion of the studio owner/manager. It's determined based on the effective price per class, derived from the membership fee and the number of class registrations for that member in the respective month.
MEMBERSHIPS
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Cooling-off Period: In accordance with provincial law, upon purchasing a membership, there is a 10-day cooling-off period allowing cancellation for any reason.
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Cancellation Terms:
For 6-month memberships: Cancellation is permitted after 6 months of payments.
For 12-month memberships: Cancellation is permitted after 12 months of payments.
Membership Pauses:
6 or 12-month memberships may be paused for up to 2 months, twice per term.
Cancellation/Pause Procedure:
Members must contact us in writing at info@underdogdance.com or in person at the studio.
Requests for pausing or canceling memberships must be made at least 3 business days before the next billing date.
Monthly Membership Clarification:
Monthly memberships are ongoing and not intended for single-month studio access.
If a member is enrolled in a 5-week session and cancels their membership before the session ends, they'll be billed at the regular class rate for remaining classes.
Freeze and Class Registration:
While a membership is frozen, registration for upcoming sessions isn't possible.
To ensure uninterrupted registration, freeze after completing registrations or unfreeze before the next session's registration opens.
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Refunds for Unlimited Members due to Studio Cancellations:
Unlimited members experiencing an excessive number of canceled classes booked with a membership (more than 10% of total classes for that month) will be eligible for partial refunds on their monthly fees.
The partial refund calculation is at the discretion of the studio owner/manager. It's determined based on the effective price per class, derived from the membership fee and the number of class registrations for that member in the respective month.
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Use of Unlimited Registrations:
Members should only register for classes they can attend.
If a member misses 3 or more classes in a 5-week period without 24-hour notice, their ability to book additional classes may be placed on hold, and membership could be discontinued.
Registering for multiple sessions and canceling them after their start dates may result in a hold on booking additional classes.
Late Registrations, Mid-session Joining, and First Class of a Session as Drop-in
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Drop-ins are permitted exclusively during the first week of a multi-week session, subject to class capacity availability.
To drop into a class, a $25 +HST drop-in fee is required before the class starts. If opting to enroll in the full session afterward, the drop-in fee will be deducted from the course registration fee.
Drop-ins are limited to the first week due to the progressive nature of classes where each week builds upon the previous one.
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Students may join a session after its commencement if class capacity allows for late registrations.
Joining a progressive session after week 1 won't include additional catch-up support from instructors, both in and out of class.
Late joiners should be comfortable being behind in material and possess sufficient skills to participate safely without injury risks.
Course registrations partway through a session will be pro-rated based on the effective per class cost.
Processing of course registrations midway through a session is only available in-studio through administrative staff members.
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Changing Sessions Midway:
Transferring from one multi-week session to another is possible if the desired session has available space.
When shifting registrations between sessions midway, please note that instructors cannot offer catch-up support in or out of class.
Students are advised to consider booking a private lesson with the course instructor for catch-up purposes when joining a session late.
Registration Change Procedure:
Registration changes between sessions are exclusively processed in-person by administrative staff.
Please refer to the front desk hours to identify times when administrative staff members are available to assist with registration changes.
Access to Missed Class Content:
Instructors cannot provide videos of missed class content for review or catch-up purposes.
Options for Catching Up:
If aware of an upcoming absence, it's advisable to request a classmate to record the choreography.
Another option for catching up is to schedule a private lesson with the class instructor.
Review Opportunity:
Each class commences with a review of the previous week's material, offering an opportunity to catch up during this session.
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Use of Unlimited Registrations:
Members should only register for classes they can attend.
If a member misses 3 or more classes in a 5-week period without 24-hour notice, their ability to book additional classes may be placed on hold, and membership could be discontinued.
Registering for multiple sessions and canceling them after their start dates may result in a hold on booking additional classes.
Referral Program
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Invite Friends: Share your unique referral link with friends new to the Underdog Momence platform.
Friend's Reward: When your friend registers using your link, they'll receive $25 in money credits for studio use.
Credit Usage: The $25 credit can cover a drop-in, 5-week session, intro pass, or membership fees.
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Your Reward: Upon your referred friend's spending of $89 (equivalent to a 5-week session), you'll receive $25 in your Underdog piggy bank.
This $89 amount does not include your initial gift of $25
Flexible Use of Credits: Accumulated credits in your piggy bank are usable for retail items, workshops, or private lessons.
Alternate Redemption Option: Email us at info@underdogdance.com to apply the credit towards future membership payments if preferred. The choice is yours!