Studio Policy and FAQs
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Studio Guidelines & Etiquette
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For safety, please arrive 15 minutes before class to check in and get settled. Doors close at the start, and late arrivals may not be admitted. The instructor may ask latecomers to leave to ensure class safety and flow.
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Form-fitting clothing is recommended for instructors to check form and alignment. Grip socks or regular socks are required; entry without socks is not permitted.
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CCTV monitors public studio areas, including reception, group and private studios, and lockers, for safety and security.
Getting Started
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If it’s your first time with Reformer Pilates, start with an Essentials Group Class. Small class sizes - 9 at Tanjong Pagar, 10 at Orchard & New Bahru - help you learn the Reformer and build a strong foundation.
For one-on-one guidance or specific physical needs, choose a Private class at Orchard, Tanjong Pagar, or New Bahru.
Pregnant clients are not eligible for regular group classes - you may consider Pre/Post Natal Group Classes or private classes.
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Book your class through our website or mobile app, then arrive 15–20 minutes early to get settled and changed. Let your instructor know about any injuries or physical conditions so they can tailor the session to you.
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Group classes are for 18+. If you’re under 18 or over 60, we recommend starting with a Private class for a safe and personalised experience.
Group Classes
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On our website:
Click “Schedule” in the navigation menu.
Filter by studio or class type, then choose your class.
Pick your preferred Reformer (orange = available), create an account, and purchase a package.
Your spot is only confirmed once it appears in your class booking list or you’ve received a confirmation email - check your inbox for a message from noreply@offdutypilates.com
On the ODP App:
Tap Reserve, select a studio, then choose your class and follow the same steps above.
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Book your class through our website or mobile app, then arrive 15–20 minutes early to get settled and changed. Let your instructor know about any injuries or physical conditions so they can tailor the session to you.
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If you’re new to Reformer Pilates, start with an Essentials Group Class. After 3–5 Essentials classes, you’ll be ready for our Level 1 classes.
Each class listing shows difficulty, cardio, and sweat level to help you choose. Need more guidance? Message us via Instagram, Meta or email us.
If you have injuries, are pregnant, or prefer one-on-one attention, we recommend a Private or Duet class -enquire via our private class page.
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For Level 1 and above, we recommend attending classes consistently over the last 3–6 months to ensure you’re ready to progress. Your instructor can also advise which class level suits you best.
Guidelines:
Essentials: No prerequisites
Level 1: 3–5 Essentials classes
Level 2: 5–10 Level 1 classes
We also encourage checking with your instructor before moving to the next level to make sure it’s the right fit.
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Our booking window opens daily at 12 pm for classes two weeks in advance. For example, classes on 1 Feb will become available to book at 12 pm on 19 Jan.
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If a class is full, you can join the waitlist.
More than 12 hours before class:
You’ll be automatically booked if a spot opens.
A confirmation email will be sent from noreply@offdutypilates.com.
Can’t attend? Please remove yourself from the waitlist, or your credit may be used if you’re booked in.
Less than 12 hours before class:
If a spot opens, the class will reopen for booking.
We’ll contact waitlisted clients to see if they’d like to attend.
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For safety reasons, you cannot enter a group class more than 5 minutes after it starts. The first few minutes are usually spent on important introductions or warm-ups. Please note that a class credit will still be deducted if you arrive late.
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For safety, pregnant clients cannot attend regular group classes.
We recommend Pre/Postnatal Group classes or Private sessions, where we’ll design a program tailored to your needs.
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To get the most out of your Pilates journey, each member should have their own package. This helps you stay committed and see steady progress with consistent practice.
If you’ve booked multiple spots using the same package, your friends will be unable to join, and class credits won’t be refunded.
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If a class is cancelled by the studio - due to low attendance or an emergency, you’ll be notified up to 4 hours before the class via email. Don’t worry, you won’t be charged, and your credits will remain safe.
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Please note that themed classes are limited to one booking per client per edition. As our classes are small, we’d like to give each client an opportunity to attend a themed class at least once.
Our late cancellation window for themed classes is 48 hours or less to the start of class. You will be marked as a "No Show" within 5 working days of the themed class.
Private Classes
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We recommend Private classes if you:
Are prenatal or postnatal
Have a history of orthopaedic surgeries
Have mobility challenges
Haven’t exercised in a long time - or ever!
Have existing or past injuries affecting movement
Have mid to severe scoliosis
Want a personalised class program to work on your fitness goals
If you’re unsure, feel free to email us -we’re happy to help!
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Private Duets are 2 clients with 1 instructor and you’ll need to bring your own duet partner. Visit our Private Class page and fill in the enquiry form to get started.
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Private Group Classes are for 3 or more clients. Visit our Private Class page and fill in the enquiry form to get started.
Please note that these classes can only be scheduled when no regular group classes are running.
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To cancel a private class, please contact your instructor directly or email us at least 12 hours in advance.
Cancellations made less than 12 hours without a valid reason may be subject to the late cancellation policy, and class credits will not be refunded.
Package Terms & Conditions
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Our packages are valid for 1 to 7 months, depending on the type purchased.
The validity starts from the date of your first booked class. If you book a class but later cancel, the start date will still be the original booking date.
Please note, all packages must be activated within one month of purchase, or they will expire.
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If you’re traveling (7+ days) or unfit for exercise for an extended period (medical certificates of 5+ days), you may request a package extension. Please provide proof of travel or a doctor’s letter. Travel itineraries must be submitted before your trip.
For other reasons, a $50 extension fee applies. Extensions are capped at 1 month, and only one extension per package is allowed.
Important:Promotional or discounted packages cannot be extended unless there is a valid reason.
No extensions will be provided for packages that have expired for 6 months or more. For example, if a package expired on 15 January, extensions or refunds will not be granted after 14 July of the same year.
If a package was purchased a year or more ago, no extensions will be provided, regardless of the 6-month expiration rule.
All extensions are subject to approval, handled on a case-by-case basis, and are strictly not applicable to any promotions, offers, limited-time packages, or other conditions determined by Off Duty Pilates.
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Refunds are only provided for valid reasons and are handled on a case-by-case basis. Supporting documents are required, and a 4% processing fee will be deducted from the refund.
Please note:
Packages expired for 6+ months are not eligible for a refund. For example, if a package expired on 15 January, refunds will not be issued after 14 July of the same year.
Packages purchased over a year ago are also not eligible, regardless of the 6-month expiration rule.
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Stacking promotions to purchase a single package is not allowed. Each member may hold a maximum of two different package types at a time - for example, one 10-class group package and one 10-class private package. Promotional or discounted packages cannot be extended unless there is a valid reason.
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Store credit is valid for six months from the date of issue. After this period, any unused store credit will automatically expire and its value will be reduced to $0. Expired store credit cannot be reinstated or extended.
Store credit may be used toward the purchase of class packages or retail items.
Cancellation Policy
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Standard Cancellation Window
Classes must be cancelled at least 12 hours before the start time. Cancellations made less than 12 hours prior will result in a class credit being deducted from your package. For group classes, only cancellations made via the Off Duty website will be accepted.Class Packs & Memberships
Class Packs: Credits are deducted if a class is cancelled outside the 12-hour window.
Memberships: Credits are deducted, and a late cancellation/no-show fee is applied.
Medical Exceptions
Credits may be returned only with a valid medical certificate (MC) or supporting documents proving the cancellation or no-show was unavoidable.Conditions like menstrual cramps or migraines require an MC.
If your health provider does not issue an MC, a doctor’s note confirming you were unfit to attend is required.
Documents must be submitted within two weeks of the missed class.
Off Duty Pilates reserves the right to verify medical certificates with the service provider.
Special Exceptions
Strict exceptions or special arrangements may be considered at management’s discretion. Supporting documents must be submitted via email only (Instagram or Meta messages are not accepted).Due to our limited class sizes, we believe our cancellation window and policy are flexible enough to accommodate changes in plans.
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Group Classes via Website
Log in to “My Account”.
From the menu on the right, select “My Classes”.
A list of your booked classes will appear. Click “Unreserve” for the class you wish to cancel.
Group Classes via App
Open the app and go to “My Classes”.
Select “Unreserve” for the class you wish to cancel.
Private Classes
Contact your private instructor directly to cancel.
You may also email hello@offdutypilates.com.
Please note: Notifications via Instagram DMs or Meta messages will not be accepted.
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Class Packages (1, 3, 5, 10, 20 Class Packs)
There are no late cancellation or no-show fees for class packages.
We encourage you to cancel as early as possible to give others a chance to join.
Memberships
A $25 fee will be charged for each late cancellation or no-show without prior cancellation.
This applies even if a valid medical certificate or supporting documents are provided.
No exceptions will be granted.
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Please avoid booking two classes in a single day - whether at the same studio or at different locations, unless you intend to attend all the classes booked.
Class credits will not be returned for late cancellations or no-shows in these situations.
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If a class is cancelled by the studio due to low attendance, emergencies, or other reasons, you will be notified up to 4 hours before the class via email.
You will not be charged, and your class credits will remain intact.
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Classes may be substituted by another instructor. No class credits will be returned if you choose to late cancel or no show for the class due to the change in instructor.
Studio Amenities
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All our studios provide lockers so you can keep your belongings safe while you focus on your workout.
Neil Road: Changing room, restrooms, and water dispensers available. Bring your own drink bottle as cups are not provided.
Palais Renaissance and New Bahru: Changing room available; restrooms are on the same floor. Water dispensers are at New Bahru, but Orchard does not have one. Please bring your own drink bottle, as cups are not provided.
Please note, shower facilities are not available at any studio.
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Yes! We offer a range of grip socks and our own line of Off Duty athletic wear, including tops and tights, available at all studios.