ClassSwap is not a bespoke system and therefore it is unlikely to seem intuitive at first, which is why you have been sent a list of instructions on how to use it. Before you send a “Frustrated” email with lots of “!!!!!” exclamation marks in it, please consider that this system allows you to keep a permanent space in the class of your choice, gives you the opportunity to book absences and holidays and does not share your details with Third Parties, or bombard you with adverts as do so many of the systems we trialled. Without ClassSwap and the patience of its developer, we would no longer be able to offer you so much flexibility in managing your attendance. Your Teacher and the Studio are here to offer help in problem solving any query you may have, but here are some of the frequently asked questions we have encountered:
Q. Why do I have to enrol for 12 weeks(class clients), 10 weeks(studio clients), when I am only paying for 5 or 10 classes?
A. ClassSwap is a calendar of attendance and we have programmed it in 12 week blocks (class clients), 10 week blocks (studio clients) so that you can plan your attendance ahead. You will need to re-enrol every 10-12 weeks to keep your calendar active and up to date. Your obligation is to attend those classes that you have paid your Teacher for and should you give notice (one full week minimum) to leave the class at the end of your payment block, your remaining sessions on ClassSwap will simply be cancelled by us.
Q. I have enrolled but have some dates that I cannot attend, how do I cancel them?
A. If you login to ClassSwap using your email address and password and go to ‘Post’ (top menu) or ‘Post a Swap’ (drop down menu), you can click on cancel next to those dates that you cannot attend. ClassSwap will send you and your Teacher an email confirmation of those dates that you have cancelled, and we strongly suggest that you should check the detail in the email, to ensure that you have cancelled the correct dates.
Q. What happens if I cancel the wrong date?
A. If you accidentally cancel the wrong date from class go straight to ‘Take Up’ and scroll down the list until you see your class and click on ‘claim’ next to it and you will be reinstated in class provided that no-one else has booked it in the meantime – so don’t delay.
Q. What is a Swap Credit?
A. When you ‘Post a Swap’ (cancel a class) the system creates a Swap Credit (nothing financial, just administrative). If you consider this Swap Credit as a token, you can use it to either ‘Take Up’ a space in another class, or book a Holiday(class clients only) (conditions apply, see Holiday & Absence Policy).
Q. I want to cancel a class ‘Post a Swap’ but ‘Take Up a Swap’ as a Holiday (class clients only), but it’s less than one week’s notice from my class?
A. In accordance with our Holiday & Absence Policy you must give one full week’s notice to book a Holiday from your class. ClassSwap does not recognise this notice period, but your Teacher does and will decline requests even if ClassSwap accepts them.
Q. I want to book a Holiday (class clients only) and have cancelled the class on the week I am away in Post a Swap, how do I allocate this as a Holiday?
A. Once you have cancelled the class that you cannot attend using ‘Post a Swap’, go to ‘Take Up a Swap’ and scroll down the list of dates until you find the Holiday Allocation for your Teacher on the Saturday date in the week of your Holiday, based on the calendar week Sunday to Saturday. Click on claim next to the appropriate Saturday date eg. if your class is on any day in week commencing 12th August, you would Take Up a Swap in Saturday 17th August. By selecting the correct Saturday date your Teacher can easily tell which absence you shouldn’t be charged for.
Q. I can’t get to class, and it won’t let me cancel as it’s less than 2 hours before the start?
A. ClassSwap has a cut-off of 2 hours before class in accordance with the Holiday & Absence Policy and won’t let you cancel a class with less than 2 hours before it starts. As a courtesy to your Teacher and other clients in class, please email or text your Teacher directly and let them know that you won’t make it, so that the correct number of mats can be set up.
Q. The class I want to ‘Take Up’ isn’t showing, how do I go on a waitlist?
A. First make sure that you have scrolled through the whole Take Up screen especially if the class you wish to attend isn’t full as spaces that are available in unfilled classes are listed in Take Up below those sessions that are available because clients have swapped out of them. The Take Up screen will refresh every time you look at it to reflect clients swapping in and out of classes, so it’s always worth just checking in every now and then to see if a space has come up. If a class that you wish to attend is full you can also add yourself to the waiting list and will be notified if a space becomes available. To do this go to ‘Courses’ and click on ‘more info’ for the class you are interested in attending. From their click on ‘join the waiting list for this course’ at the bottom of the screen. Once you are notified of a space and have successfully booked in, it is advisable to turn this feature off as otherwise you will keep receiving reminders every time someone Posts a Swap for that class.
Q. What if I claim a Holiday in the future and then cancel it, can I have my space in class back?
A. Yes, provided no-one else has taken your space. Firstly you need to ‘Post a Swap’ for the Holiday you have booked and then go to ‘Take up’ and claim the relevant course and date you wish to attend.
Q. What happens if I book into an alternative class, but can’t attend and still have more than 2 hours before class, can I cancel?
A. Yes, you just need to cancel it by going to ‘Post a Swap’ and clicking on cancel next to the class you can no longer attend. The system will give you a Swap Credit to use in the future.
Q. What happens if I have scheduled a Swap but won’t make it and it’s less than 2 hours before the class starts?
A. Unfortunately you won’t be able to cancel the Take Up and will lose that class, but as a courtesy should let the Teacher know you won’t be there.
Q. What happens if I am sick?
A. If you are ill please notify your Teacher via email and cancel your class in ‘Post a Swap’. Your absence due to illness will remain as a swap on the system for you to take up in the next 12 weeks, against another class of a similar level.
Q. I have a swap to take up but want to attend a class that is a higher level than my normal class?
A. ClassSwap sets compatibility between classes, so all available swaps for you personally will be in a class at the same level or below, however with the agreement of your Teacher, we can upgrade your personal compatibility on the system. Please email your Teacher direct, who will in turn notify the Studio. As soon as the upgrade has been applied you will be notified and will be able to ‘Take Up a Swap’ in the higher-level class.
Q. What happens if I am long term ill or will be taking an extended Holiday, what do I do if I want to keep my reservation in class?
A. Please talk directly to your Teacher and between you formulate a plan. Whilst we are happy to hold spaces for long term clients who want to return to class, any absence does affect both the Teacher and the Studio’s income. You will be asked to keep your ClassSwap record up to date during your absence and we will need to agree a provisional return date.
Q. I no longer want to attend my reserved Class but do want to attend another?
A. If you want to permanently remove yourself from a class that you are reserved in, then you will need to cancel your reservation, by going to ‘Courses’ or ‘Pilates Courses Enrol Here’ and click on ‘more info’ next to the class you regularly attend and scroll to the bottom of the list of dates and click on ‘Cancel My Reservation’, and ‘I confirm’. Both you and the Studio will receive an email confirming your cancellation. If you have any enrolled classes remaining in your calendar, you should also cancel these by Posting a Swap for them. Your Teacher will then update the system and delete any Swap Credits generated so that ClassSwap and the payment you have made to your Teacher are accurate. You should also email your Teacher as a courtesy and let them know so that the space can be allocated to someone else.
Q. I have seen another class that I would like to join, how do I do this?
A. If you If you wish to permanently join a new class, please email the Studio as you will need to be added to that class list firstname.lastname@example.org. Once your reservation has been made you will need to enrol in that class on the system and manage your attendance online.
Q. I attend a regular class but would like to do a drop-in class, how do I do this?
A. If you already have a permanent reservation in one of the timetabled classes but would like to drop-in to another class, please email the Studio direct email@example.com. Provided the class level is compatible, the Studio will add a Swap Credit to your record so that you can then ‘Take Up’ a space in the class of your choice. Once booked you will need to arrange payment for this class (£13.50) direct with the Teacher. Please note that you are still subject to a late cancellation charge if you have to cancel your attendance with less than 2 hours-notice.
Q. I don’t currently attend a regular class but would like to do a drop-in class, how do I do this?
A. If you don’t have a permanent reservation in one of the timetabled classes but would like to drop-in to adhoc classes, please email the Studio direct firstname.lastname@example.org. Provided the class level is compatible, the Studio will add a Swap Credit to your record so that you can then ‘Take Up’ a space in the class of your choice. Once booked you will need to arrange payment for this class (£15.00) direct with the Teacher. Please note that you are still subject to a late cancellation charge if you have to cancel your attendance with less than 2 hours-notice.