A Guide to Managing your Membership

Hello Momenter!

We want to ensure you have maximum control over your membership or lesson pack, and you are fully in charge of how you use your plan for your classes.

Please find tools, guides and step-by-step instructions below on how to manage various aspects of your membership, from how to cancel, to upgrading or downgrading, how to update payment details or checking how many credits you have left! And much much more!

As always, if you get stuck anywhere, you know where we are and you can whip us a quick email on hello@momentumpoleaerial.com xxx

You can check the remaining credits on your lesson pack or membership via your GoTeamUp account. Please follow the step-by-step instructions in this guide.

You can conveniently cancel your membership at any time, in line with our 28 day notice period which everyone agrees to at the time of joining for a membership.

You can cancel at any time in your membership life as there is no minimum period.

Example: your membership bills on the 30th of every month. You must cancel by the 2nd of the month to give 28 days notice. If you cancel on the 16th for example, this is only 14 days to your next scheduled payment date, so you will be charged one last time

To cancel, please follow the instructions listed here:

https://support.goteamup.com/en/articles/9327426-how-to-cancel-your-monthly-membership

You can change the payment details for your recurring monthly membership via your GoTeamUp user account at any time. Please follow this step-by-step guide here.

In line with the standard Momentum Pole & Aerial 24 cancellation policy for all group class registrations, your credit will be refunded back into your monthly allowance/lesson pack, IF you unregister from class at least 24 hours before the class start time.
No refunds, credits or re-booking options are available if you unregister with less than 24 hours notice or no-show.

Please do not ask us to make exceptions to our 24 hour cancellation policy, as we cannot bend this rule in order to ensure we are fair to everyone. We are aware that having to miss a class is often beyond your control and at times frustrating. However as a small business, we cannot take on the financial burden of the varying circumstances that may mean someone has to miss their session. Our main aims are to be fair to all clients, ensure all parties know where they stand at all times, and still exist as a studio and offer classes in years to come – all of this is only possible with a cancellation policy. 

At times, you may want to opt for more classes per month, or life is life-ing and you need to opt for a lower tier membership for a few months. Totally cool and this is one of the benefits of our flexible memberships 🙂 You can conveniently upgrade or downgrade your existing membership – no need to cancel and start afresh! The membership you are upgrading/downgrading will be cancelled for you as part of this process!

Here are the time-frames for upgrades and downgrades:

  • Upgrades start immediately and you will be credited with any overpayment from your previous bill.

  • Downgrades start at the end of your current billing cycle

To upgrade or downgrade your membership, please follow this step-by-step guide here. If you have any questions or queries about upgrading/downgrading, or would like an upgrade/downgrade to be scheduled into the future, please email us on hello@momentumpoleaerial.com and we will take care of it for you!

You can view the terms and conditions of your membership in the following places:

– on the website Ts and Cs page

– on your membership description and plan terms and conditions on GoTeamUp

– in the memberships waiver you have agreed to on GoTeamUp

Your recurring monthly membership bills on the same date every month in line with the date when you started the membership.

Example: you joined your membership on the 5th of June, hence you will be billed on the 5th of every month going forward.

If you have a date that is more convenient for you, such as the 1st of last day of every month in line with payday, please email us on hello@momentumpoleaerial.com and we can move any payment dates going forward for you.

As standard, lesson packs are valid for an extended period of time to flexibly for classes around life and commitments. Lesson packs start on the date of the irst class you scheduled as part of the pack:

  • 6 class pack – valid for 12 weeks
  • 12 class pack – valid for 18 weeks

If you need us to add more weeks to your lesson pack, please email us on hello@momentumpoleaerial.com.

Extensions of up to 14 days are free of charge. For extensions of 15 days +, a one-time extension fee of £10 is chargeable.

When you cancel your monthly recurring membership, you do so in line with our 28 day cancellation notice period which you agreed to at the time of joining your membership. If you have cancelled your membership online via the dashboard, but you have been charged one last time, it is because the period between your cancellation date and the next billing date was less than 28 days.

Example: your membership bills on the 30th of every month. You must cancel by the 2nd of the month to give 28 days notice. If you cancel on the 16th for example, this is only 14 days to your next scheduled payment date, so you will be charged one last time. 

Please email us on hello@momentumpoleaerial.com for any membership holds.

We can schedule holds for monthly recurring plans and lesson packs. Scheduling a hold incurs a one-time admin fee of £10 per hold.

Holds can be put in place for a minimum period of one calendar month (28-31 days), and a maximum of three calendar months/billing cycles. We can schedule up to three holds per year for you.

If you have taken out a second identical membership by accident, all is cool. Please email us on hello@momentumpoleaerial.com and we will cancel your second membership wile crediting any overpayments.

All of our recurring monthly memberships come with unlimited open training for your self-practice, and unlimited online flexibility and pilates classes.

You book these the same way you register for your pole/aerial classes and the system will know these are your freebies 🙂 

When you sign up for your membership, we send you a confirmation email. Please check your spam/junk/promo folders for our confirmation email (please see the guide here on how to add emails from our booking system to your safe senders). Within your confirmation email, you will find a breakdown of the sessions you can access free of charge. 

Please don’t worry, these things sometimes happen. Our payment processor will automatically re-attempt payment the following day. If this re-attempt payment fails again, there will be another attempt three days after. Should this payment fail, we will contact you. If you need to update payment details, please see step-by-step instructions here.

As soon as your card details are updated/payment has been processed, you will be able to book classes.

If you are on a membership and find yourself unable to book classes, please check if payment has gone through in the first instance before taking out another membership as you might end up with two by accident.

If you want us to process a payment ASAP, please email us on hello@momentumpoleaerial.com.

Thank youuuu for spreading the Momentum love!
As a referrer, we gift you £10 into your GoTeamUp user account when your friend/family member pops by a class and decides to join Momentum 🙂

Whenever you recommend us to a friend and they sign up to classes using your referral code/link, we credit your account.

Please see this article here on how to view and share your referral link/code.

Depending on the email provider you use, you may find that notification emails from our booking system, such as membership confirmation emails, class bookings or updates, your monthly bill receipt and more like our milestone achievement prizes, land in your spam/junk/promo folder. This way, you may miss out on important communications and some freebies.

To ensure emails from the booking system go into your actual inbox, please follow instructions in this guide.

Sometimes, it may also be the case that you have accidentally unsubscribed from emails from the booking system. If this is the case, you can conveniently re-subscribe by following this guide.

If you have used several different payment cards on your GoTeamUp account, you can streamline the details held on file and delete old card details.

https://support.goteamup.com/en/articles/9327310-can-i-delete-old-saved-payment-details

The booking system will automatically generate receipt and payment confirmation emails for your records.

Please see this guide for the type of records you will receive:

https://support.goteamup.com/en/articles/9327668-will-i-get-a-receipt-for-my-purchase

If you do not receive emails from GoTeamUp, please check your spam/junk/promo folders and ensure you have added GoTeamUp to your save senders and/or you haven’t unsubscribed from emails.

To add the booking system to your save senders, please follow the instructions here.

To re-subscribe to updates from the booking system when you have accidentally unsubscribed, please follow the help article here:

https://support.goteamup.com/en/articles/9327355-how-to-resubscribe-to-notifications

You can quickly and conveniently update any profile info on GoTeamUp associated with your account. Please follow the instructions listed in this guide.

For anything you need a hand with regarding your membership, whether it’s a monthly plan or a lesson pack, please email us on hello@momentumpoleaerial.com. Our admin hours are Monday to Friday 8am to 8pm. We always honour the send time of your email when it is of a time-sensitive nature, for example concerning the 24 hour registration cut off, or the 28 day notice period for cancellations. We aim to respond within 48 hours, excluding weekends, bank holidays and the Christmas studio closure period.

Class recordings are emailed out within 48 hours of the session time and date.

You will receive a class update email notification from GoTeamUp that contains your class recording in an attachment. Please check your spam/junk/promo folders. To ensure emails from the booking system go into your actual inbox, please follow instructions in this guide. Sometimes, it may also be the case that you have accidentally unsubscribed from emails from the booking system. If this is the case, you can conveniently re-subscribe by following this guide.