STUDIO CLOSING Q & A
Please take a moment to review the following. We hope we have anticipated many of your questions/concerns before you even need to ask 😀
However, if you have any specific questions related to our closing, specific to membership billing, remaining/unused classes that has not already been answered below - PLEASE EMAIL (do not call or text) TARYN@HOUSEOFBURN.COM.
Note: The front desk/instructors are there to ensure you receive an amazing workout & positive experience from the moment you walk in our door, however they WILL NOT be able to assist with refunds. All refund requests will need to be sent (in writing) via email to Taryn & she will respond within 24 hours (we understand you are all VERY important, please allow 24 hours for a response).
IMPORTANT REFUND DEADLINE:
All refund requests MUST BE SUBMITTED VIA EMAIL TO TARYN@HOUSEOFBURN.COM BY Sunday, August 11.
Requests must be in written format. Email only. NO phone call/text/Instagram message requests will be accepted. Please allow 24 hours for a written response.
Absolutely no refund requests received after 8/11 will be accepted. All refunds will be processed (I.e. back on your card) by August 15.
Q & A
*Excludes ALL drop-in class packages & Groupon.
Q: What will happen with my current autopay/monthly membership?
A: All current autopay memberships will remain active through our last day of business on Saturday, August 10. No memberships will be terminated early.
If you’re July/August billing cycle has already passed, your monthly rate will be prorated at the current rate through 8/10, and refunded as necessary.
If your July/August billing cycle has not yet processed as of today 8/22, your next billing cycle will be prorated at your current monthly rate and will remain active through 8/10.
Auto-pay Example #1 - July/August billing date has passed:
Taryn’s monthly rate is $269/month & her billing date was 7/21. Since her July/August billing date HAS already passed and she was already charged for 7/21-8/21 - she will be issued a refund:
The refund breakdown:
$269/ 30 days = $8.96/day
7/21 - 8/10 = 21 days
21 x $8.96 = $188.30
$269 - $188.30 = $80.70
Taryn will be REFUNDED $80.70 no later than 8/15
Auto-pay Example #2 - July/August billing date is coming up/has not yet passed:
Taryn’s monthly rate is $269/month & her billing date is 7/29. Since her July/August billing date HAS NOT yet passed, her upcoming monthly amount will be prorated for 7/29 - 8/10 only. She will not pay for the full month/the full monthly amount.
The upcoming prorated billing breakdown:
$269/ 30 days = $8.96/day
7/29 - 8/10 = 13 days
13 x $8.96 = $116.48
Taryn will be charged $116.48 as scheduled on her regular billing date of 7/29.
FULL PRICED CLASS PACKAGES
5, 10, 20, 30 Drop-in packages
*Excluding autopay memberships, summer sale packages & Groupon.
Q: I recently purchased a FULL priced 10 class pack that is valid through October 2019. What will happen to my remaining/unsized classes?
A: If you have already purchased a full priced package (ie. Not a summer sale package or Groupon) — you have two options:
1. You can get your money’s worth and take advantage of having the kick a** megaformer/spin Classes at your doorstep a few weeks longer and USE all the remaining classes by 8/10.
2. You can use as many classes as possible and we will refund you the prorated amount for any unused classes. The amount refunded will depend on the number of classes remaining and the original amount paid for the package.
IMPORTANT REFUND DEADLINE
All refund requests MUST BE SUBMITTED VIA EMAIL TO INFO@HOUSEOFBURN.COM BY 8/11. Requests must be in written format. Email only. No phone call/text requests will be accepted. Absolutely no refunds will be issued after 8/15.
SUMMER SALE DROP IN CLASS PACKAGES
1, 5, 10 Classes Drop-In Packages
*Excludes autopay memberships, full price packages (see above) & Groupon (see below).
Q: I recently purchased a Summer Sale drop-in 10 class package, what will happen to my remaining/unused classes?
A: If you have already purchased one of our Summer Sale Class packages (1, 5, 10 Classes) then you must USE all your classes by 8/10.
All of these highly discounted summer packages were strategically created with an incentivized expiration date of AUG 10. This specific expiration date is/has been clearly stated in the package title upon purchasing online/the studio app. All Summer sale classes must be used on/before closing, August 10. NO EXCEPTIONS.
No refunds will be offered for the Summer Sale drop-in Class packages.
GROUPON only class packages:
All current Groupon clients must use all classes by 8/9. Due to the fact that your payment is processed & we are paid via a third party we will not be offering refunds for any Groupon packages that have already been activated. Come get your money’s worth & use those 5 or 10 classes while you can!
If you have already purchased a Groupon package that has not yet expired & you not yet activated your classes you can request a refund through Groupon, we apologize but we are not able to assist with this process. You must work directly with Groupon on this.
Note: Groupon packages are NO longer available via the Groupon site as of 7/8/19.
Class pass users will be able to book through the first couple days of August only. The last week+ of classes will be reserved for our beloved burners only!
CLOSING CLASS PACKAGE OPTIONS - NOW AVAILABLE ON THE APP/WEBSITE
What class options are currently available?!?!
Q: I want to get as many classes in as I can before you close and I don’t have any classes left! What are my options?
Available Drop-in Class Options:
Single classes (Exp. 8/10)
*Available for purchase until 8/10
Come get as many classes in as you can before 8/10, We would LOVE to have you as much as possible!
Have You Downloaded Our Free, Easy-To-Use, Customized House of Burn Studio App?!
Don't forget to check out our current studio promos!
How Do I Download The FREE HOB App?
From your phone or tablet, go to the iTunes or App Store and search "House of Burn Fitness"
Simply click to download our Free HOB Studio App (screenshot below)
From the APP you can view and access our class schedule, verify your class enrollment and past attendance, following up on your waitlist status, cancel out of upcoming classes, check the number of remaining classes in your current series/package, buy additional classes, verify purchases and future billing dates and so much more.
To purchase classes including “New Burner Specials” and “Current Promos” simply create your account, login and click “BUY” then select the correct category (i.e. “Special offers”)
EVERYTHING from signing up to making purchases to canceling out of classes can be done easily through the app. You are going to LOVE IT!
How Do I Sign Up through MindBody?
IMPORTANT: Instructions For New & Existing House of Burn Clients (INCLUDING GROUPON)
Whether you are an existing client or a new client, everyone will need to follow the steps below to successfully create an account through MindBody BEFORE you are able to download our customized House of Burn App:
Step 1: Complete/enter your "Contact" Information
Step 2: Complete/enter your "Log In" Information
Step 3: Complete/enter your "Personal" Information
At the bottom, under "Notification Preferences" please make sure to select EMAIL AND TEXT messages (this is very helpful with the waitlist, special offers, class cancelations, etc.)
Step 4: Complete/enter your "Billing" Information (Required)
Important: ALL clients are REQUIRED to have a valid cc on file, per our "Late Cancel/no Show Policy". A cc must be added via the link above, not through the MB or HOB app.
Step 5: Complete/enter your "Family" Information (Optional)
This is only necessary is your have a shared account with a family member. For example, parents who pay for their children's memberships. If you're not sure. just ask us, we can help with this.
GROUPON ONLY: Once you have completed steps 1-5 above (make sure you have saved a valid credit card to your account!) please email your Groupon ID (6 digit code) to email@example.com and your classes will be added to your account as quickly as possible. Please allow up to 24 hours for our response. Same day activations are not guaranteed.
NOTE: ONCE YOU HAVE SUCCESSFULLY CREATED AN ACCOUNT THROUGH THE MB WEBSITE (VIA THE LINK ABOVE), YOU CAN THEN FOLLOW THE INSTRUCTIONS TO DOWNLOAD OUR CUSTOMIZED STUDIO APP.
What Is The Best Way To Contact The Studio?
EMAIL, EMAIL, EMAIL! The best way to reach us is always by email or sending us a quick text 714-932-9165. We do our best to reply to all emails as quickly as possible but we ask you allow up to 12 hours for a response. It is usually much faster than this, however your patience is greatly appreciated! :)
GENERAL QUESTIONS/ALL NEW CLIENT INQUIRIES: INFO@HOUSEOFBURN.COM
GROUPON ACTIVATION/QUESTIONS: STUDIOMANAGER@HOUSEOFBURN.COM
FRIENDLY REMINDER: ALL CLASSES MUST BE CANCELED THROUGH YOUR ONLINE ACCOUNT/APP. CANCELATIONS VIA PHONE OR EMAIL WILL NOT BE ACCEPTED.
What Class Packages do you offer? How do I know which is the best option for my schedule?
First off, we ALWAYS recommend starting with one of our amazing new member specials. The 2 weeks unlimited or the 1 month unlimited package are by far the best bang for your buck and the best way to dive right in! Allowing you complete flexibility to come as many times as you can in the given time period, the more you come the better the deal! (NOTE: These specials are always a better deal than any potential Groupon offer. All Groupon offers are sold directly through us for much more seamless purchase experience!)
Following your new member special, we offer a variety of drop-in class packs (5, 10, 20, etc - perfect for those who come here and there)... as well as auto-pay memberships (ideal for die-hards, those who are committed to getting their burn on 2+ times per week) for cycle or both, MegaBurn + cycle (all access).... Just ask the front desk or send us an email firstname.lastname@example.org and we will guide you to help you find the right fit for you!
What is your studio purchase policy?
Class Packages, Retail/Aparrel, etc: Single classes, class packages, unlimited packages, special promotions, workshops, memberships and ALL retail items/apparel are non-refundable. NO EXCEPTIONS. If clothing is returned within 30 days unused with the tags on, the item can be exchanged or a studio credit will be offered (no cash or credit refunds).
Auto-pay/Monthly Contracts: Once the membership has completed its minimum monthly commitment, the client's package will auto renew on a month-to-month basis at the existing rate, allowing the client flexibility to continue as long as they wish; however client is not committed to another "x" number of months and can cancel with written/email notice at any time at least 7 Days prior to the next billing cycle (no exceptions).
What is your studio Late Cancel/ No Show policy?
All classes must be cancelled online/via the studio app by the client. Please note: As a boutique studio we have a limited number of machines and Spin Bikes, please do your best to cancel more than 12-hours before class to allow as much time as possible for others to join the class.
Please Note: Our strict Late Cancel/No Show Policy does not change based on the number of people enrolled i the class or people on the waitlist.
Late Cancel (within 12 hours, less than 2 hours): If you cancel at least 12-hours prior to the class start time no fees will apply. If a cancellation is made within the 12 hour window, but more than 2 hours before class, the client account will be charged $15 and the client will lose this class.
No Show (less than 2 hours prior to class/no online cancellation): If the client cancels online at least 2 hours prior to class, or simply does not show up for class, they are considered a "no show" and will be charged $20, plus the loss of the individual class.
Switching classes (same day): Switching sessions or showing up for a different session than you are scheduled for are considered late cancellations.