Yoga Room
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    Yoga Room

    FAQ

    MEMBERSHIPS

    How can I buy my membership?

    First, you need to create a Yoga Room profile, either on our website or on our app.

     

    Then, there  are 3 ways to buy your membership:

     

    1. Via our app: Yoga Room Belgium
      1. Login to your profile
      2. Go to “Purchase” and select group classes
      3. Select the membership you want
      4. Follow the instructions to pay
    2. On our website: www.yoga-room.be
      1. Login to your profile
      2. Go to the “Pricing” Tab
      3. Add the membership of your choice to your cart
      4. Follow the instructions to pay
    3. In one of our studios at the reception desk

    When does my membership start?

    Memberships activate on the day of the first visit (which may differ from the day of purchase). Make sure you book your ​classes in chronological order!

    For the Online Passes, they activate at the date of the purchase. 

    When does my membership expire?

    You can view your membership details either:

    1. In the app: Login to your profile and tap on your Profile section
    2. On the website: Login to your profile and click on “Passes”

    For the Online Pass, the two formulas with weekly payments of 10 euros and 15 euros, are renewed automatically every 12 weeks. You can stop the renewal at any time by contacting Member Care by phone or email at  [email protected] or by phone +32 2 897 17 67 at least 72h before your next scheduled payment. 

    Can I use my membership in all of your studios?

    Yes, all of our regular pricing options give you access to all of our studios, except for our pre-sales in case of opening of new studios.

    Can I suspend my membership?

    Suspensions of Unlimited Passes and Contracts can be requested once per calendar year, for min 2 weeks and max 6 weeks. Medical suspensions can be requested for up to 3 months with a doctor’s note.

    Suspension requests must be submitted at least 5 days before the start date of the suspension (max 14 days after the start date of the suspension for medical suspensions), by filling in the form on our website: https://www.yoga-room.be/suspension/.

    We charge a 20€ administration fee per suspension.

    Suspensions are not available for Discovery Passes nor Back to the Mat Passes.

    PAYMENTS

    Which payment methods do you accept?

    • Online/in-app payments: Visa, Mastercard and AMEX
    • In studio payments:
      • Maestro/Bancontact
      • Visa/Mastercard
      • SEPA
      • AMEX
    • Our payment provider doesn’t accept Revolut and British Cards.

    Is my payment data secured?

    Yes, at Yoga Room, we use the MindBody software to process our payments and Mindbody is a PCI Compliant Level 1 Service Provider.

    MindBody is known to be the largest provider of cloud-based business management software for the wellness services industry.

    Level I Payment Card Industry (PCI) compliance means that Mindbody meets the credit card industry’s highest security standard, so you can rest assured that your data is safe.

    Part of being compliant includes encrypting your credit card numbers and showing only partial credit card information in our software software.

    Mindbody also encrypts your billing information, backs it up daily, and securely stores it offsite. Each year, MindBody must go through a rigorous audit to ensure that they maintain those high standards.

    Can I get an invoice for the payment I made?

    All invoice requests need to be made through the dedicated form on our website: https://www.yoga-room.be/invoice/

    My payment is refused, what could be the problem?

    There are several possibilities:
    Check that your payment method is accepted (see under “Which payment methods do you accept?”)
    If you try to pay with a credit card or SEPA, make sure to have sufficient funds on your account
    Check that you entered the card number and your name & address correctly

    Do you sell gift cards?

    Yes, we do! They are available for sale at any of our studios and you can pick up any amount you want.

    We also sell Gift Cards directly on the website either for 30, 50 or 100 euros. To use for class passes, memberships, workshops and online classes

    •  at any of our studios or for purchases on the YR app
    •  for items at our shops
    •  valid 12 months from purchase date

     

    OUR APP

    We have a new app !

    We are proud to introduce our new APP which will allow you to connect to ALL of our studios in one place ! This includes both Belgium and France and all LIVE classes in Belgium and France. 

    You don’t need to do anything the APP will automatically update in the next few days. 

    If you encounter any technical difficulties, please close your App and reopen it. If the problem persists, please contact our Member Care Service. 

     

    Where can I download the app?

    Our app is available to download on iOs and on Android.

    When will I have access to the new schedule and teachers ?

    The new schedule begins on Monday February 15th, and you may start booking your classes on Wednesday, February 10th. 

     

    What happens to my current online subscription ?

    You may continue to use your current subscription to book your classes through your app until the price expires. Once the price has expired, you must renew your subscription via our online studio. 

    What if I no longer have an active subscription ?

    As of Wednesday, February 10th, you may purchase a live subscription via the APP, our online studio or our website. 

    How do I purchase access to the Video On Demand service ?

    You must visit our website to purchase the service. You will then be able to access the video on demand via the site and your APP. 

     

    I get an error message when I try to open the app, what could be the problem?

    Here are some tips:

    – First, try to re-open the app after having waited for a few minutes.

    – If this does not work, try to uninstall the app and then re-install it.

    In that case, none of these work, feel free to reach out to us either via mail or phone via the Contact section on our website. We’ll find a solution!

    Can I pay for my membership in the app?

    Yes you can! Your payment is perfectly secured and processed through our service provider, Mindbody.

    The two Passes including the VOD ( the 15euros/week and the 40euros for 30 days) can be bought only from our website.

    CLASS BOOKING

    How can I book a class?

    1. Log on to your online account or via the app (Yoga Room Belgium).
    2. Buy your pass or membership.
    3. Book your classes. It’s as simple as that!

    Can I cancel my class?

    Yes. In case you cannot make it to class, we kindly request you to  cancel your class maximum 2h ​prior to the class. If you don’t cancel in time, a “Late Cancel” record will be added to your Visit History. ​View our Late Cancellation Policy in our Terms & Conditions.

    What is a waiting list?

    Waiting lists are open from the moment the class registration is full and you can add your name to a waiting list from your app or our website. You will be added automatically from the waiting list to the class as spots get freed up and receive a notification email once you’re in the class if the option is activated in your profile.

    There is no waiting list for the Online Classes, you can book any classes ! 

    What happens if I’m on the waiting list? How do I know if I get a spot?

    When you have signed up on the waiting list for a class:
    The class will be highlighted in orange on the class schedule in your app
    A number will appear next to the class name when viewing your class schedule on the app. This number will indicate your position in the waiting list. Make sure to check it regularly ahead of the class.

    If you wish to have a live indication of whether you will get your spot, you can always directly call the studio.

    I cannot book my classes on my app, what could be the problem?

    There are several possibilities:

    • The bookings are opened 5 days before each class. You might be too early to book your class.
    • You have already booked a class under your new membership and decided to book a second class which takes place before the first class. As memberships activate upon the first visit, you will need to reset your membership start date. Just give us a call and we’ll be happy to help!
    • The class is full and the waiting list is full.
    • Your membership has expired.
    • Your membership monthly payment has failed and our system automatically blocked your membership. Just drop us an email at [email protected] and we’ll contact you to sort things out.
    • Your class reservation functionality has been blocked according to our Cancellation Policy. View our Late Cancellation Policy in our Terms and Conditions.

    For the booking of online classes make sure to select Online as location/studio.

    FIRST CLASS

    Can I try a class for free?

    We do not offer free trial classes but as a new member, you can get unlimited access to the studio during 30 days by purchasing the Discovery Pass for 65€.

    If you know someone who has an active membership at Yoga Room, that person can also give you a Guest Pass which grants you access to one free class. You’ll find all the instructions on our “Bring a Friend” page. NB: This offer is only available once and for people who are new to Yoga Room only.

    We organise one Online Class per week for free ! To know when the Class is, you can check the planning ! 

    I am not flexible at all, is yoga something for me?

    If you are not flexible, yoga is definitely something for you! A consistent yoga practice allows you to build strength and flexibility. As we usually like to say: “Yoga is not about touching your toes, it’s about how you feel on the way down”.

    In which language are classes taught?

    Most of our classes are given in English. Some of our classes are taught in French and this will be indicated on the schedule with “(FR)” next the the class name.

    What shall I bring to class?

    Yoga mats are provided at Yoga Room and there is a water fountain so you get free hot/cold water. All you need to bring is a comfortable outfit, a reusable water bottle and a towel if you want to shower after class. If you’re taking a hot class, you should also take an extra towel to put on the mat and make sure to drink at least 1L of water before class.

    Should I eat anything before class?

    We recommend you practice on an empty stomach if you can, or have your last meal 2-3 hours before class. Make sure to stay hydrated before class, especially if you are taking a hot yoga class.

    BRING A FRIEND

    Can I bring a friend to try a yoga class?

    Yes you can! If you have an active Yoga Room membership, you can invite any person who is to Yoga Room for a free yoga class. If there is a spot available in the class, if not we will contact you.

    NB: You can invite 1000 different friends, but not 1000 the same friend 😉

    How can I do that?

    1. Ask your friend to create their Yoga Room account by downloading our app or on our website.

    2. Fill in this form min 3 days before the class you friends wants to join.

    3. Your friend’s reservation will be confirmed by email to you.

    OPENING HOURS

    When are you open?

    Currently, only our DEFACQZ shop (Rue Defacqz 80, 1060 Saint-Gilles) is open from Monday to Friday between 5pm and 7pm. Pick-up is still possible on demand from Tuesday to Friday. Please call our member care service +32 (0) 2 897 17 67 to schedule your collection time.

    Shop

    Currently, only our DEFACQZ shop (Rue Defacqz 80, 1060 Saint-Gilles) is open from Monday to Friday between 5pm and 7pm. Pick-up is still possible on demand from Tuesday to Friday. Please call our member care service +32 (0) 2 897 17 67 to schedule your collection time between 9h30 and 13H30 !

    YOGA ROOM ONLINE

    How to book a live class?

    Why can't I book a live class from my app?

    Please make sure you have chosen the studio ONLINE in schedule and then go to the upper menu and choose the tab “Live Streaming”.

    How can I stop my auto renewal payment Yoga Room Live membership?

    The weekly live membership is a non binding option, you can stop whenever you want. Write us an email at least 3 working days before the next scheduled payment at [email protected]online

    Otherwise, here’s the steps to change it yourself:

    1. Connect to the Mindbody Clients website: http://clients.mindbodyonline.com/ws.asp?studioid=806384
    2. First you’ll need to terminate your current contract by going to My info > Account, then choose Autopays and click on the Terminate button — Keep in mind that your contract will terminate immediately, if you’re just at the beginning of your weekly membership, please contact us to make this change
    3. Buy your new membership here!

    I can’t connect to a Live Class, what could be the problem?

    There are several possibilities:

    • Check which browser you are using. Mindbody is optimized for its use on Google Chrome.
    • You are on Google Chrome but it still does not let you access the Live Class?
      • Check that the device you are using and Google Chrome are updated
      • Check your cookies authorizations
      • Check that you do not have any pop-up blockers active
    • Still experiencing problems? Drop us an email at [email protected] and we can schedule a class test to make sure you are able to connect to the Live Class. Ten minutes will be more than enough to check all the technical parameters together.

    I did not receive the email with the link to join the Live class

    Please check your SPAM folder and if it is not there either please contact directly the studio Defacqz for assistance by phone or email:

    Phone: + 32 (0)2 534 41 61
    Email: [email protected]

    I am in a Live Class at the moment but I am experiencing technical problems who can I speak to?

    For immediate technical assistance on the Live Classes Issues, please do not hesitate to contact directly the studio Defacqz before, during or just after the class by phone or email:

    Phone: + 32 (0)2 534 41 61

    Email: [email protected]

    LOCKDOWN

    What's happening to my Yoga Room membership during the closing of the studio?

    All memberships are suspended until further notice. The 10-class cards are extended.

    I bought a Discovery Pass before the Lockdown but I couldn’t use until the end ☹

    Discovery pass and Back to the mat membership are also suspended until further notice.

    LIBRARY + REPLAY

    What is exactly the Library + Replay offer?

    You asked, we listened! ALL of your favourite online classes are now available for replay, in addition to a wide selection of videos available on demand!

    Classes are available for replay for up to 48 hours. Videos will be posted 2 hours after the live stream has ended, except for the last evening class, which will be posted at 10 am the following day.

    In addition, we are pleased to offer a wide variety of videos available on demand that we will continue to add to each week. Your practice is now limitless: you choose when and where!

    I already have a Live only weekly membership. How to upgrade it?

    You can email us at Member Care via mail [email protected] or by phone +32 2 897 17 67 and we will process the change of membership! 

    Otherwise, here’s the steps to change it yourself:

    1. Connect to the Mindbody Clients website: http://clients.mindbodyonline.com/ws.asp?studioid=297468
    2. First you’ll need to terminate your current contract by going to My info > Account, then choose Autopays and click on the Terminate button — Keep in mind that your contract will terminate immediately, if you just at the beginning of your weekly membership, please contact us to make this change
    3. Buy your new membership here!

    How long are the Replays available?

    Classes are available for replay for up to 48 hours. Videos will be posted 2 hours after the live stream has ended, except for the last evening class, which will be posted at 10 am the following day.

    Where to find the Library + Replay?

    You have access to the Replays & Videos on Demand on :

    • the website in the section ONLINE YOGA then LIBRARY + REPLAY or click HERE
    • the application in the section named VIDEOS on the bottom