ClassSwap is not a bespoke system and therefore it is unlikely to seem intuitive at first, which is why you have been sent a list of instructions on how to use it. Before you send a “Frustrated” email with lots of “!!!!!” exclamation marks in it, please consider that this system allows you to keep a permanent space in the class of your choice, gives you the opportunity to book absences and holidays and does not share your details with Third Parties, or bombard you with adverts as do so many of the systems we trialled. Without ClassSwap and the patience of its developer, we would no longer be able to offer you so much flexibility in managing your attendance. Your instructor and the Studio are here to offer help in problem solving any query you may have, but here are some of the frequently asked questions we have encountered:
Q. Why do I have to enrol for 8 weeks?
A. ClassSwap is a calendar of attendance and we have programmed it in 8 week blocks so that you can plan your attendance ahead. You will need to re-enrol every 6-8 weeks to keep your calendar active and up to date. Your obligation is to attend those classes that you have paid your instructor for and should you give notice (one full week minimum) to leave the class and cancel your standing order, you should ensure that you have used up all of your sessions as neither your instructor nor the Studio will offer any refund.
Q. I have enrolled but have some dates that I cannot attend, how do I cancel them?
A. If you login to ClassSwap using your email address and password and go to ‘Post’ (top menu) or ‘Post a Swap’ (drop down menu), you can click on cancel next to those dates that you cannot attend. ClassSwap will send you and your instructor an email confirmation of those dates that you have cancelled, and we strongly suggest that you should check the detail in the email, to ensure that you have cancelled the correct dates.
Q. What happens if I cancel the wrong date?
A. If you accidentally cancel the wrong date go straight to ‘Take Up’ and scroll down the list until you see the session you have cancelled and click on ‘claim’ next to it and you will be reinstated in your session provided that no-one else has booked it in the meantime – so don’t delay.
Q. What is a Swap Credit?
A. When you ‘Post a Swap’ (cancel a session) the system creates a Swap Credit (nothing financial, just administrative). If you consider this Swap Credit as a token, you can use it to ‘Take Up’ a space in another session.
Q. I can’t get to class, and it won’t let me cancel as it’s less than 1hour before the start?
A. ClassSwap has a cut-off of 1 hour before class and 4 hours for Studio based sessions and won’t let you cancel a class with less than the requisite notice before it starts. As a courtesy to your instructor and other clients in class, please email or text your instructor directly and let them know that you won’t make it.
Q. What happens if I book into an alternative session, but can’t attend and still have more than the requisite notice before the session, can I cancel?
A. Yes, you just need to cancel it by going to ‘Post a Swap’ and clicking on cancel next to the session you can no longer attend. The system will give you a Swap Credit to use in the future.
Q. What happens if I have scheduled a Swap for my session but won’t make it and it’s less than the requisite notice before the session starts?
A. Unfortunately you won’t be able to cancel the Take Up and will lose that session, but as a courtesy should let the instructor know you won’t be there.
Q. What happens if I am sick?
A. If you are ill please notify your instructor via email and cancel your class in ‘Post a Swap’. If you have missed the deadline for cancelling online please email or text your instructor directly.
Q. I have a swap to take up but want to attend a class that is a higher level than my normal class?
A. ClassSwap sets compatibility between classes, so all available swaps for you personally will be in a class at the same level or below, however with the agreement of your instructor, we can upgrade your personal compatibility on the system. Please email your instructor direct, who will in turn notify the Studio. As soon as the upgrade has been applied you will be notified and will be able to ‘Take Up a Swap’ in the higher-level class.
Q. What happens if I am long term ill or will be taking an extended Holiday, what do I do if I want to keep my reservation in class?
A. Any long term absence does affect both the instructor and the Studio’s income. Please talk directly to your instructor if you need to stop coming for any length of time but don’t want to lose your reservation. All case will be dealt with individually.
Q. I no longer want to attend my reserved Class but do want to attend another?
A. If you want to permanently remove yourself from a class please notify your instructor directly by email. Any sessions that you have already paid for by standing order should be cancelled by going to ‘Post a Swap’. You can then book into the class of your choice using up the swap credits generated above, before being reserved into your new class and setting up your new standing order.
Q. I have seen another class that I would like to join, how do I do this?
A. If you wish to permanently join a new class, please email the Studio as you will need to be added to that class list enquiries@winchesterpilates.org. Once your reservation has been made you will need to enrol in that class on the system and manage your attendance online.
Q. I attend a regular class but would like to do a drop-in class, how do I do this?
A. If you already have a permanent reservation in one of the timetabled classes but would like to drop-in to another class, please email the Studio direct enquiries@winchesterpilates.org . Provided the class level is compatible, the Studio will add a Swap Credit to your record so that you can then ‘Take Up’ a space in the class of your choice. Once booked you will need to arrange payment for this class (£15) direct with the instructor. Please note that you are still subject to a late cancellation charge if you have to cancel your attendance with less than 1 hours-notice.
Q. I don’t currently attend a regular class but would like to do a drop-in class, how do I do this?
A. If you don’t have a permanent reservation in one of the timetabled classes but would like to drop-in to adhoc classes, please email the Studio direct enquiries@winchesterpilates.org . Provided the class level is compatible, the Studio will add a Swap Credit to your record so that you can then ‘Take Up’ a space in the class of your choice. Once booked you will need to arrange payment for this class (£15.00) direct with the instructor. Please note that you are still subject to a late cancellation charge if you have to cancel your attendance with less than 1 hours-notice.