Changes to the Cancellation Policy
As we come to the end of our third week after re-opening and with elements of normality creeping back into our lives, it is lovely to see slowly increasing numbers of smiling, happy faces coming into the centre to take class.
Many of you have given us feedback about what we are doing right, but also what could be improved; free-flowing communication is vital at the best of times, but never more so than right now, so thank you and please keep it coming!
We have been looking into how classes have been operating in some detail and whilst the vast majority have been running smoothly, some of you will have noticed that we have had to cancel some classes due to low numbers, sometimes at short notice. This has been disappointing and disrupting, and we apologise for having to do this. I note also that some of you may have been on a waitlist for a class, but not noticed that you have been put into a class because it was an early morning session and somebody had cancelled during the night. In addition our research has identified that some members make multiple bookings, but then end up cancelling the majority of them, meaning that others do not get into class.
With this mind we have decided to implement some changes which will hopefully provide you with a service that will be fairer, more predictable and give you greater certainty.
- Effective immediately, Ironstone will not cancel any scheduled classes unless there are zero bookings. Whilst this may mean that we may have low numbers in some classes, we feel it is important in these difficult times that you can rely upon us.
- To make sure that everyone who is waitlisted has the opportunity to join a class, we will now ask that anyone who wishes to cancel their attendance lets us know at least 24 hours before the class is due to take place.
- Cancellations made at least 24 hours ahead can of course be rebooked without charge. However, cancellations within 24 hours of a class, or no-shows will result in the class being forfeited from a class pack/drop-in, or if on a monthly unlimited membership/intro offer, a £10 penalty issued to the relevant account
- New online and phone bookings can however, be done up to the last minute before a class, subject to availability of course.
This policy will remain in place whilst we have these reduced class sizes and will ensure fairness across all of our various memberships when it comes to booking classes.
Thank you for your support and patience as we strive to provide the best service in this ever-changing Covid environment.
The Ironstone Team