FAQ2018-09-28T14:01:26+02:00
How do I use a coupon code?2017-12-19T12:05:12+02:00

On the checkout page, near the top you will see a tab “Have a Promotional Code?”. Enter the coupon code in the box alongside it and click on the button “Apply coupon”. If the coupon code is valid, the amount will be deducted from the total that you will pay automatically.

Why do you need my credit card details for the free trial?2019-01-28T13:50:55+02:00

We want our members to be able to enjoy easy and uninterrupted membership to pilatesbylauren.com after your free trial ends, thus we ask for your credit card information upfront. If you cancel your membership subscription before your 10 day free trial is finished, you will not be charged. You can easily cancel your subscription by logging in to your account and selecting “Cancel”. If you want to continue your subscription to pilatesbylauren.com, your card will be billed after your free trial, on a monthly basis. You can cancel your subscription at anytime.

How do I cancel my subscription?2019-01-28T13:50:11+02:00

If you are an existing member and would like to cancel your monthly subscription, click on “My Account” tab and login to your pilatesbylauren.com account. You will see a table of your current subscriptions. If you have an active subscription that you would like to cancel,  click on “View” next to the subscription, and choose the option to “Cancel” your subscription.

Select “OK” in the confirmation pop-up, and your subscription will be cancelled. You will still have access to the videos until the next payment date. For example, if you cancel your subscription on the 6th of June and your next payment date is 15th June, you will have access to the videos until the 15th June.

If you would like to reactivate your subscription at any time, follow the above instructions and click “Renew” next to your subscription. When you renew your subscription, you will be charged in full immediately.

Please note the trial is once per customer only thus if you renew your subscription you will not receive the trial again.

How do I change my billing address?2019-01-28T13:38:06+02:00

Login to your pilatesbylauren.com account. Click on “My Account” under the top menu. Click on the tab “Addresses” on the left hand side. Click on “Edit” just below the Billing Address heading. You will be able to change your address here. Click on “Save Changes”.

 

How do I change my user name or email address?2019-01-28T13:37:50+02:00

Login to your pilatesbylauren.com account. Click on “My Account” under the top menu. Click on the tab “Account Details” on the left hand side. You will be able to change your name, email address and password here. Click on “Save Changes”.

How can I change my credit card details?2019-01-28T13:49:12+02:00

All payments are managed via the payment gateway, Payfast. You will need to change your card details on your Payfast account area, alternatively contact them for assistance.

How do I reset my password?2019-01-28T13:36:16+02:00

Login to your pilatesbylauren.com account. Click on “My Account” under the top menu. Click on the tab “Account Details” on the left hand side. You will be able to change your name, email address and password here. Click on “Save Changes”

My membership has expired or been cancelled, how can I renew it?2019-01-28T13:47:13+02:00

Click on “My Account” tab and login to your pilatesbylauren.com account. You will see a table of your current subscriptions. Click on “View” next to the cancelled subscription, and you will then see the the option to “Renew” your subscription.

Select “OK” in the confirmation pop-up, and you will be taken to the sign up page where you will be asked to confirm your details again.

Your subscription will become active again as soon as your payment is processed.

Please note the trial is once per customer only thus if you renew your subscription you will not receive the trial again.

How can I pause/suspend my subscription?2019-01-28T13:47:01+02:00

Click on “My Account” tab and login to your pilatesbylauren.com account. You will see a table of your current subscriptions. Click “View” next to the subscription, and you will see the option to “Suspend” your subscription. Confirming this will result in your subscription being paused and you will not have access to the videos anymore.

When you suspend a subscription, all payments will stop for the period the subscription is suspended.

When a subscription is reactivated, the payment schedule will continue as it did before the subscription was suspended. The payment schedule is not changed based on the amount of time the subscription has been suspended.

For example, if a customer buys a monthly subscription on the 1st of January, then suspends their subscription on February 12th, they will not pay anything until they reactivate it. If the customer reactivates the subscription on May 22nd, the next payment will be charged on 1st of June, because that is the original billing date the subscription was started.

Please note you can only suspend your subscription up to 3 times in one month.

How can I reactivate my paused subscription?2019-01-28T13:46:48+02:00

Click on “My Account” tab and login to your pilatesbylauren.com account. You will see a table of your current subscriptions.  If you look under the “Status” column, you will see whether your subscription is Active, Pending, Cancelled, Expired or On-Hold. If it is On-Hold, it means you have suspended it. To reactivate it, click on “View” next to the subscription, you will see the option to “Reactivate”. Confirming this will reactivate your subscription immediately.

When you suspend a subscription, all payments will stop for the period the subscription is suspended.

When a subscription is reactivated, the payment schedule will continue as it did before the subscription was suspended. The payment schedule is not changed based on the amount of time the subscription has been suspended.

For example, if a customer buys a monthly subscription on the 1st of January, then suspends their subscription on February 12th, they will not pay anything until they reactivate it. If the customer reactivates the subscription on May 22nd, the next payment will be charged on 1st of June, because that is the original billing date the subscription was started.

Please note you can only suspend your subscription up to 3 times in one month.

What is the difference between suspending and cancelling my subscription?2019-01-28T13:46:06+02:00

When you suspend your subscription, you will not have access to the members area anymore but you can easily reactivate your subscription at any stage. You will only be billed again from when you reactivate the subscription, on the same date you were billed as before, thus you will not lose any of the time you have paid for. You can only suspend your subscription up to 3 times in one month.

When you cancel your subscription, you will still have access to the members area until your next payment date (as you would have paid for access up until then). From your next payment date you will no longer have access to the members area. If you would like to access the members area again, you will have to renew your subscription and will be billed immediately from when you do so. This is essentially a new subscription which will now have new payment dates.

Please suspend rather than cancel your subscription if you are unsure. Renewing a cancelled subscription is the same as opening a new subscription thus you will not accrue days lost had you suspended the subscription instead.

Please note there is only one trial per user thus if you renew your subscription you will be billed immediately.

If I cancel my subscription halfway through the month will I get a refund for the remaining time?2019-01-28T13:45:03+02:00

No. Our customers pay upfront for the monthly membership subscription. If you cancel anytime before your next billing period (i.e before the next billing date of next month), you will still have full access to the website material until your next billing date. You will then no longer be billed and no longer have access to the members area.

Can I cancel my subscription whenever I want to?2019-01-28T13:44:34+02:00

Yes. If you sign up for the monthly membership, you will not be billed at all for ten days. After that you will automatically go onto the monthly membership. If you cancel within the 10 day free trial period, you will not be billed at all.

Billing will begin after the first free ten days is up, and will continue on a monthly basis until you cancel. If you cancel anytime during the month you will still have access to the videos for the remainder of the month that you have paid for, and will not be billed the following month.

 

Why is my account status “pending”?2019-01-28T13:43:41+02:00

Go to the “My Account” tab and login to your pilatesbylauren.com account. You will see a table of your current subscriptions. If you look under the “Status” column, you will see whether your subscription is Active, Pending, Cancelled, Expired or On-Hold. If it is Pending, it means that you have signed up correctly but that your payment has not gone through. Please double check your credit card details or contact us to find out if there is a problem.

What about subscriptions purchased on the last day of the month?2019-01-28T13:42:56+02:00

If a membership is purchased on the last day of the month, recurring payments will continue to be charged on the last day of the month. For example, if a monthly membership subscription is purchased on the 31st December, its next 4 payments will be charged on:

  • 31st January
  • 28th February (or 29th February for a leap year)
  • 31st March
  • 30th April
When is my next billing date?2019-01-28T13:42:20+02:00

Click on “My Account” tab and login to your pilatesbylauren.com account. You will see a list of your subscriptions, with the next payment date that your credit card will be billed. Remember you can cancel or suspend your subscription at any time if you no longer wish to be a member of pilatesbylauren.com.

What is the exact interval for a monthly subscription, i.e. is it 30 days?2019-01-28T13:41:52+02:00

The amount of time between a monthly billing interval is one month. This means 30 days for some months (April, June etc.), 31 days for others, and then 28 or 29 days for February. If a monthly subscription is created on the 15th of February, the next payment will be charged on the 15th March.

What are the payment methods available?2014-11-25T15:15:23+02:00

You have the option to pay with Visa or Mastercard, or via instant EFT via our 100% secure payment gateway PayFast. For more information please visit the PayFast Website.

Must I pay in advance?2019-01-28T13:41:25+02:00
Yes. For the monthly membership, you will be billed after ten days after you sign up for the free trial. We will then bill you on a monthly basis after this. If you cancel at anytime during this month, you will not be billed.
How much does a subscription to pilatesbylauren.com cost?2019-01-28T13:40:21+02:00

We offer a monthly subscription of R220 that gives you full access to all of our classes and programs with a 10 day free trial.

 

 

I am a complete beginner. Are there classes for me?2019-01-28T13:36:58+02:00

Absolutely! We cater for all levels of fitness from beginner to advanced. Please check the level of each class in the class descriptions.

Do I pay upfront?2018-09-28T14:06:02+02:00

Yes, you will be charged for each month at the beginning of the period. So if you sign up on the 10th, you will pay for the month ahead (up until the 10th of the following month).