FAQ

• First, create an account and sign our waiver online through our mobile app, website, or in-studio. (Make sure you add a valid payment method to your account to keep it active).
• If you’re new to Pilates, your 30-minute Intro session is free with our “Free Intro” credit— you’ll see this option at checkout once your account is created.
• Already have reformer experience? First time at the studio and want to jump into a regular class, your first class is only $19 with our “First 1 Class Pass”!
• After your first visit, you can choose whatever fits your goals best — privates, memberships, class packs, or individual classes, all available through your account or in-studio.

• Q: Do I have to stick to a set schedule, like once or twice a week?
  A: Nope! Your classes are flexible within each cycle. That means you can use them however you’d like — once a week, twice a week, or even double up in one week if your schedule allows.
• Q: Can I carry over unused classes to the next cycle?
  A: Each cycle resets and classes do not roll over, so we encourage you to use all your classes before the new cycle begins to get the most out of your membership!
• Q: What if I want to upgrade or add more classes?
  A: You can upgrade your membership or add single classes anytime — just chat with our front desk or reach out through email.

Guest visits must be new each time. Members may upgrade/downgrade anytime (resets 3-month commitment).

•  If you have a membership, you’re welcome to try another studio for a discounted single class (email for purchase).

• If you have a class pack, it can only be used at the location you purchased it. You’ll need to pay for a regular class at any other Athleto location.

• Purchases are non-refundable. However, if applicable, we can issue a credit to your account for the remaining or full value of your purchase.

• Yes! Teens and college students can enjoy 10% off any package or membership with a valid student ID.

• Absolutely! Bring a friend to class and if your guest signs up for a membership, you’ll receive a $10 credit added to your account as a thank-you from us. It’s a win-win for everyone!

• It is always beneficial to have one on one instruction. We offer a new client rate for a first private session. Ask the front desk for more.

• Private sessions are recommended if you’re looking for a personalized experience tailored to your specific needs and goals. If you have chronic pain, past injuries, or joint issues, private sessions are highly recommended, as they allow for individualized attention, more modifications, and a safer, more effective practice.

• What if I’m not sure my form is correct once I start taking classes? You can always take a private session—many clients start in group classes and then realize they’d like to check on form and make sure they’re doing everything correctly through a private session before jumping back into classes.

• Use the Athleto Studios app; book classes, track visits, set goals, choose your favorite reformer and more. Forgot your password? Reset it in the app or email us.

• Grip socks (required)

• Water (optional, but recommended)

• Hand towel (optional)

• Comfortable clothes

• Leave jewelry, phones, and strong perfumes at home

• Wilton: Back lot, driveway forms a loop; follow it so traffic flows smoothly. Enter through the back sliding door.

• Fairfield: Kings Crossing Parking Lot. Enter through the front double doors.

• Grip socks are mandatory; bring your own or purchase at the studio.

• Arrive 10 minutes early if you are new to reformer and to meet your instructor

• Please leave your cell phone (ringers off) with your belongings in the cubbies provided.

• Bring water (feel free to bring your own bottle, or purchase one at the studio—we also have a water dispenser!)

• Bring an open mind! Trying something new can be scary, but everyone starts somewhere!

Absolutely! Our classes welcome all fitness levels, and instructors provide modifications throughout class. If it’s your first time on the reformer—or if you have any injuries or concerns—please let your instructor know before class begins so they can best support you.

Yes! Guests must be new each visit. Your guest allowance depends on your membership tier (see above). Repeat guests need to purchase a class. If your guest is new to the Reformer, they must arrive at least 10 minutes early to introduce and become familiar with the Reformer and props before class.

Yes, all guests must complete a waiver. Digital waivers are preferred, but paper copies or a digital form can be filled out on-site before class starts.

Any teen member who brings a friend to a Teen Reformer class can earn a free class, but they must attend a teen class first. If the friend purchases a teen class pack, the teen member earns a free class.

They count toward your monthly guest allowance. Extra guests must purchase a class.

Yes, include them when booking to secure their spot using their email. Waivers must be submitted before or on the day of class.

• Absolutely! Monthly unlimited autopay members may freeze their membership in full-month increments, up to 3 consecutive months per year.

• Fee: $25/month per freeze month.

• Notice: Submit via email 14 business days prior to the freeze start date with start and reactivation dates. Must complete our freeze form.

• Benefits:

  • Lock in your current rate – your price won’t increase while on freeze

  • Avoid enrollment fees when you return

  • Book classes in advance during your freeze so your spot is secured

• Note: You may freeze your membership at no cost for the duration of your pregnancy.

• Restrictions: Cannot freeze within the first 3 months of membership. Past-due accounts cannot be frozen.

• Cancellations without penalty are permitted only with a valid doctor’s note or due to relocation. Documentation may be required.
• If you choose to cancel within the first three billing cycles of your contract for any other reason, an early cancellation penalty will apply. Please refer to your specific contract for details.
• To cancel, written notice must be submitted via email at least 30 business days prior to your desired cancellation date. Must complete our cancellation form.

Create an account online or in the app. Book classes directly online, through the app, or by contacting the studio. Confirmation emails are sent once your spot is secured.

Yes! The Athleto App is very user-friendly and easy to navigate. You can download it from the App Store and sign into your account for a smoother booking experience.

Through the app you can:

• Easily book and manage classes
• View your schedule and upcoming/past reservations
• Track your progress and set goals
• Participate in our gamification and loyalty program to earn rewards the more you attend and engage with the Athleto community.

It’s the easiest way to stay connected with the studio and manage your Athleto experience!

Join the waitlist.

• If pulled into the class, late cancellations or no-shows are penalized per your membership type.
• If a spot becomes available, you will be notified via email.  Please note, if you are pulled into the class and “no-show” or late cancel; a penalty fee will apply. If you know you cannot attend a class you are waitlisted in, please kindly remove yourself so the next member on the list has a chance to join. 
• If removed from the waitlist less than 12 hours before class without being pulled, no penalty applies.

• Group classes: 12-hour notice required

• Private sessions: 24-hour notice required

• Late cancel/no-show fees:

  • Unlimited members: Late cancel = $10 | No-show = $15

  • Packages/monthly: Late cancel = class lost + $10 | No-show = class lost + $15

• The waitlist allows you to hold a place in line for a class that is currently full. Spots often open up as the class day and time approach, so we recommend always joining the waitlist for any class you’d like to take. Clients on the waitlist may be automatically enrolled up to 12 hours before class. Please be sure to remove yourself from the waitlist if you are no longer able to attend.

• More than 12 hours before class: You may switch classes freely by canceling your reservation and enrolling in a new class.
• Within 12 hours of class: Please contact the front desk to make same-day class changes without penalty.
• If you choose to cancel a class within 12 hours of the start time without booking another same-day class, a penalty will apply and the cancellation will be considered a late cancel. In case of emergencies, please contact the front desk as soon as possible.

• Yes, possibly. Arriving on time is a courtesy to your fellow Athleto’s and your instructor. If you arrive more than 5 minutes after class has begun, your spot may be given to someone on the waitlist.

Grip socks are required for safety purposes (available for purchase at the studio). Bring water if desired.

• Wilton: Parking is located in the back of the studio. When you pull in, you’ll notice the driveway forms a loop — please follow the circle around to find a spot so the flow isn’t blocked for other cars. Once parked, enter through the back sliding door.
• Fairfield: Kings Crossing Parking Lot. Enter through the front double doors.

At least 5 minutes before class. You have until 10 minutes to arrive after class starts; otherwise, your spot may be given up.

• For safety and liability reasons, children are not permitted in the studio during class, even if they are able to sit quietly. We appreciate your understanding as we work to maintain a safe and focused environment for all clients.

• We love your furry friends, but for safety, pets aren’t allowed.

• Lost & found kept for 1 week. Not responsible for lost/stolen items.

• Consult your doctor first. Regular or private sessions allowed with approval from your doctor.

• Yes—with your doctor’s clearance. Please be sure to inform your instructor of any current or past injuries before class so they can provide appropriate modifications and help keep you safe. Pilates can also be a highly effective and rehabilitative form of movement for many bodies.

• Always check your email for confirmations.
• Guests must complete waivers.
• Teens can earn a free class by bringing a friend who buys a teen class pack.
• A bathroom is available if you need to change.
• If you arrive late for class, your spot choice may be forfeited to someone else in the class to keep the session respectful to all participants.
• New to Pilates? Arrive 10 minutes early so we can get you set up, comfortable, and confident on the equipment before class begins.
• Are you a college student? Enjoy 10% off any package with a valid student ID.