ANSWERS TO OUR

FREQUENTLY ASKED QUESTIONS

AMENITIES | APP | BOOKING | CYCLE | EXPERIENCE | MEMBERSHIPS | ON DEMAND | PARKING | POLICIES | WEBSITE

BOOKING

  • Booking a class is simple:

    1. Download our app or create an account online.

    2. Purchase your intro offer, membership, or class pack. (Buy here)

    3. Reserve your spot - our schedule opens 7 days in advance, giving you time to plan your perfect workout.

  • Class reservations are available:

    • Regular Booking: 7 days in advance of the scheduled class time

    • 4x, 8x, 12x Members: 8 days in advance of the scheduled class time

    • Unlimited Members: 9 days in advance of the scheduled class time

    • Unlimited Universal Members: 10 days in advance of the scheduled class time

    Learn more about our membership tiers.

  • We ask that new clients arrive early so we can give you a tour, show you how to use our lockers, and introduce you to your instructor. This way, when class begins, you’re comfortable and ready to dive right in.


    Please know that we have a 0-minute late policy for our classes. No clients will be allowed to enter either studio once class has started, even if you have already checked in.

  • Fitness is always more fun with friends!

    If you would like to pay to bring a friend with you, you may book multiple mats or bikes in one class by simply navigating to the website or mobile app and using your class credits

  • If a class is full, you can choose to be added to our waitlist. To join the waitlist, you need to have at least one credit in your account.

    As mats or bikes become available, they will be automatically allocated to the waitlist on a first-come, first-served basis. If a spot opens up and you are booked into class, you will be notified by email.

    If you no longer wish to take class, please make sure you cancel your place. If you haven’t been added to the class yet, you may cancel without penalty online, in the app or by calling the studio. Once you are assigned a mat or machine, the normal late cancel and no show fee is in place.

    In the 1-hour window prior to the start of class, our front desk will only book you into class if they are able to reach you via phone or if you are in the studio in person.

    If no mats or bikes become available by the start of class, your credit will be returned to your account.

  • The ability to book multiple spots in class depends on the package or membership you have.

    Regular class packages or 4x + 8x memberships are able to book multiple spots in a class by using an additional class credit for the extra spot.

    Unfortunately, unlimited memberships are not able to book multiple spots in class. These membership types are non-transferrable and intended only for the person who purchased it.

    All membership types may also use their guest pass benefits to book additional spots in class.

POLICIES

  • Clients with unlimited monthly memberships, class packs or the intro membership or intro class pack will incur a $20 late cancellation fee or no show fee. Clients on a limited monthly membership will lose a class credit. All studio clients are granted one complimentary late cancel or no show a quarter. To take advantage of your quarterly grace, please email the Londonderry studio at londonderry@thecollective-studios.com or the Bedford studio at bedford@thecolletive-studios.com.


    TO CANCEL A CLASS:

    From the website: when logged into your account (person icon on the top corner) > navigate to your reservations > click view reservation next to the class you'd like to cancel > click cancel reservation

    From the app: click on your reservation from the home screen > click cancel reservation button

  • Clients with monthly memberships or the intro membership will incur a $20 late cancellation fee or no-show fee. Clients on all other packages or intro class packs will lose a class credit. All studio clients are granted one complimentary late cancel or no show a quarter. To take advantage of your quarterly grace, please email the studio.

    Please email the Londonderry studio at londonderry@thecollective-studios.com or the Bedford studio at bedford@thecollective-studios.com if you would like to discuss any unusual circumstances that resulted in missing class, including illnesses and emergencies.

  • We want every class to feel like an immersive, transformative experience, and for safety and flow, we have a zero-minute late policy. Once the class starts, we close the doors, so please plan to arrive with plenty of time.

  • We design our classes to be a journey from start to finish. Unless it’s an emergency, we ask that you stay for the entire class. If you leave, re-entry won’t be possible, out of respect for the experience and safety of all our clients.

    1. Please do not bring your cell phone into class. Cell phones may be safely locked in our programmable lockers.

    2. We ask that all clients respect our instructor’s time and attention by please staying through the end of class.

    3. If for some reason you MUST leave class early, please let our team know ahead of time.

    4. Please always wear fresh and clean clothes.

    5. Please always be kind, courteous and considerate of other clients, our staff and our instructors. We have a strict no asshole policy!

  • Clients must be at least 13 years of age or older to attend any of our classes or to use any of our facilities. The Collective Studios must receive written consent from the parent or legal guardian of any client under the age of 18. 

    To provide legal consent, please fill out this minor consent form.

    Furthermore, minors will not be permitted to register online for classes. We ask that any client under the age of 18, along with their parent or legal guardian, please call the studio directly to book classes.

  • We believe in creating a space where you can fully disconnect and focus on yourself. Please leave phones in your locker and set your watch to ‘Do Not Disturb,’ so you can immerse yourself in the experience.

Cycle

  • Our studio is equipped with Stages SC2 indoor cycling bikes. Designed for the world’s most popular cycling classes, the SC2 bike and its features make it the market’s smoothest rhythm ride. This bike’s premium features include magnetic resistance, carbon drive, and Sprintshift. The SC2 bike pedals accept SPD and Look Delta clips. Get ready for the ride of your life!

  • CYCLE classes at TCS require cycling shoes with SPD or Look Delta compatible clips. Peloton shoes will also work. Shoes are available for rent at the studio for $5.

  • No problem! If you need help setting up your bike, please make sure to arrive at the studio at least 15 minutes before your scheduled class so a member of our team can help get you situated. You may also watch this helpful bike set-up video.

  • Not at all! All of our CYCLE classes are all levels; no prior experience is necessary. As always, choreography in class is optional. Our expertly trained instructors will guide and encourage you the whole way, but you’re welcome to release class choreography at any time throughout class. We’re perfectly fine with you just riding and vibing!

Memberships: in-Studio

  • We love to hear it! You may find more information about our different membership types by visiting this page. We also encourage you to send us an email at londonderry@thecollective-studios.com for memberships at the Londonderry studio or bedford@thecollective-studios.com for memberships at the Bedford studio so you can help provide guidance and answer any questions you may have.

  • Memberships are offered on a month-to-month or 3 month basis. At the beginning of your monthly billing cycle, you will automatically be charged for one month’s worth of services and your membership will automatically renew until you decide to cancel. Please make sure to check the terms of your membership upon purchase.

  • When purchasing a new membership, your first payment will occur at the time of purchase, but your membership will not activate until your first class booking occurs. Subsequent charges will then incur monthly on the date you activated your membership. Memberships must be activated within 30 days of purchase. Your membership will automatically activate after 30 days if you do not take your first class within 30 days of purchase.

  • If you are on a limited membership, for example a 4 classes/month, 8 classes/month or 12 classes/month membership where you have a set number of visits within your billing cycle, your class credits do not roll over between billing periods. Make sure to use all of your classes within your billing cycle to get the full benefits of your membership - remember, you can also use your class credits to make guest reservations!

  • You can upgrade your membership by simply purchasing your desired membership from our buy page. Once you make your new purchase, make sure to send us an email at londonderry@thecollective-studios.com for Londonderry memberships or bedford@thecollective-studios.com for Bedford memberships to let us know so we can cancel your previous membership so you aren’t being double-charged!

    Please provide us with 10 days notice to cancel any prior memberships.

  • Yes! We know sometimes life can get busy - we offer all of our clients one complimentary membership freeze per year lasting up to three months. Membership freezes for four months or longer will incur a monthly freeze fee equating to the cost of a single drop-in class. Membership freeze requests must be made at least 10 days prior to the next billing cycle. Cancellations of frozen memberships will also follow the same policy as contract cancellation requests and must provide at least 10 days notice.


    If you’d like to freeze your membership, please fill out our Membership Freeze Request Form for our Londonderry Studio or for our Bedford Studio.

  • If you purchased your membership online you can cancel your membership directly from your TCS app. When you open up your TCS app, navigate to your membership in your settings. Once you’re in your current membership you’ll see a button to cancel your current membership.

    If you purchased a membership in studio or over SMS/email with our team you need to email your studio location to cancel your membership.

    Early contract cancellation requests will incur a penalty fee of 50% of the remaining dues on the contract. Early contract cancellation penalty fees will be waived if the buyer is relocating to an area outside of a 20 mile radius from the studio.

    If you have questions regarding canceling your membership please email your home studio.

  • You may upgrade or downgrade your membership by simply filling out our change of membership form here for our Londonderry Studio or here for our Bedford Studio.

    We kindly ask that all membership changes be requested with at least 10 days’ notice prior to your next billing date.

ON DEMAND

  • To access our on demand platform visit this page or copy page this link into your browser: thecollective-studios.com/on-demand-platform.

    PRO TIP: if you view from your phone or tablet often, we recommend making the link a button on your home screen. To do so:

    1. Open the safari app and paste this link into the browser: thecollective-studios.com/on-demand-platform

    2. Once the page loads, click the share button in your bottom navigation

    3. Click ‘Add To Home Screen’

    4. This will create an icon on your iPhone’s home screen now!

  • Nope! You have the option of viewing/taking classes either with a subscription plan or almost all classes are available for a 24-hour rental fee.

    Once you click into a video, the various purchase options will be available to you.

  • Our On Demand platform requires a separate log-in/account than the credentials you use to log-into our in-studio booking platform. If you’re still experiencing issues, please send us an email at ondemand@thecollective-studios.com so we may assist.

  • Complementary or discounted access to TCS On Demand is offered based on your membership type:

    • Unlimited Studio Members - Free Access

    • 4 Classes/Month and 8 Classes/Month Studio Members - $10 Off/Month

    To access this membership perk, please email us at ondemand@thecollective-studios.com so we can help you get set-up. 

  • If you are an Unlimited studio member and would like to access your free on demand subscription, please email us at ondemand@thecollective-studios.com so we can help you get set-up.

  • We’re sorry you’re experiencing difficulties accessing our on demand platform! Here are some tips:

    • Google Chrome is the preferred browser for our on demand system

    • Try waiting a few moments and refreshing your page

    • Make sure you have a strong WiFi connection

    • Make sure your phone or tablet’s operating system is up to date

    If you’re still experiencing issues, please send us an email at ondemand@thecollective-studios.com so we may assist.

AMENITIES

  • lululemon Yoga Mats are available for rent for $5. We also have lululemon Yoga Mat Towels available for rent for $6. You may also bundle a yoga mat and towel for $9.

  • Yes! We offer complimentary towel service, including small hand towels for class and large bath towels for showers.

  • Yes, we have programmable lockers in the studio. No need to bring your own lock.

  • At The Collective Studios, we strive to be as ecologically minded and conscious as possible. We sell 100% recyclable single-use cartons of water for $2.40 at the front desk. We also have reusable water bottles available for sale, in addition to filtered water refill stations.

  • Yes, for your convenience, we have showers available for your use after class. Our showers are stocked with premium hair and bath products. We also offer complimentary bath towels.

    Our studio also has a blow dry and styling bar where you may refresh before or after class.

  • Our styling room as we like to call it is equipped with:

    • Deodorant

    • Dry shampoo

    • Body lotion

    • Q-tips

    • Cotton balls

    • Tissues

    • Hair elastics

    • Blow dryers

    • Flat irons

EXPERIENCE

  • We want your first experience to feel seamless and empowering. Here’s a quick guide to make sure you feel ready:

    • Arrive 15 minutes early to explore our space and feel at ease.

    • Prepare for class by bringing the essentials:

      • Cycle: SPD or Delta-compatible cycling shoes (available for $5 rental).

      • Yoga Room: Yoga mat (available for $5 rental).

      • Mega: Grip socks (available for purchase).

      • Water: Stay hydrated—available for bottle refill or purchase.

    • Dress comfortably in attire that feels good and supports your movement. Complimentary towels are always on hand.

  • At The Collective Studios, all of our classes are designed to meet you wherever you are on your journey. Our expert instructors offer modifications so you can feel confident no matter your level of experience. If you’re new or returning to fitness, we recommend starting with:

    • Candlelit Flow

    • Pilates

    • Tone

    • Burn

    • Restore & Release

    • Mega Essentials

  • For all classes, we recommend wearing comfortable workout attire and bringing a water bottle. We also have reusable water bottles available for sale in the studio, in addition to a filtered water bottle station.

    For all yoga room classes, you will also need a yoga mat. Yoga mats are available for rent in the studio for $5.

    For CYCLE classes, SPD or Delta compatible cycling shoes are required. CYCLE shoes are available for rent at the studio for $5.

    For MEGA classes, you will need grip socks. We have an array of grip socks available for purchase.

  • Perfect shape doesn’t exist—just the right time to start, which is now. We’re not here to judge where you are today, but to help you rise to where you want to go. If you're on a mission to grow, you’re already in the right place.

  • We recommend you wear comfortable workout attire to each class.

    If you are taking a CYCLE class, you will also be required to wear SPD or Delta-compatible cycling shoes to class. CYCLE shoes are available for rent at the studio for $5.

    If you are taking a MEGAFORMER class, you will be require to wear grip socks. We have an array of grip socks available for purchase.

  • Yes! Our classes are built for all fitness levels, and our instructors are trained to offer modifications that meet your needs. No matter where you start, we’ll make sure you feel supported and challenged in the right ways.

    1. Give yourself plenty of time to arrive and get settled in prior to the start of class so you don’t have to rush

    2. Staying hydrated before, during and after class is critical. Make sure to drink plenty of water!

    3. We do not recommend exercising on a very full or empty stomach. How much or little you eat prior to class is very personal, but, in general, we recommend eating at least 2-3 hours before class starts. If you are hungry, eat a small snack 45 minutes before class. You know your body best here!

    4. Wear comfortable workout clothes you feel good in!

    5. Double-check your mat or bike spot reservation upon arrival to the studio.

    6. Please let your instructor know if you have any injuries or physical concerns prior to the start of class

    7. Have fun! Our fitness experiences are intended to be so engaging that you don’t even feel like you’re “working out”. At the end of the day, it doesn’t matter what you look like or how many reps you did - just move and have fun!

  • Only some of the classes at The Collective Studios are heated. Here’s a breakdown:

    • CYCLE  - unheated

    • BURN - heated to 85-90 degrees using a combination of conventional and infrared heat

    • FLOW - heated to 90-95 degrees using a combination of conventional and infrared heat (unless noted otherwise)

    • HOT TONE - heated to 85-90 degrees using a combination of conventional and infrared heat

    • HOT PILATES - heated to 85-90 degrees using a combination of conventional and infrared heat

    • LIFT - heated to 85-90 degrees using a combination of conventional and infrared heat

    • MEGAFORMER - unheated

    • PILATES - unheated

    • SCULPT - heated to 85-90 degrees using a combination of conventional and infrared heat

    • SLOW FLOW - unheated

    • RESTORE - unheated

    • RELEASE - unheated

    • TONE - unheated

  • Our classes vary in length. Typically from 45-60 minutes. The class duration will always be noted on the schedule.

  • You may check your class stats by logging into your account on the mobile app. Upon opening the app, click the “classes completed” box in the top left of the screen to view your class stats.

  • For best results, we recommend taking at least 2-3 high-intensity classes a week and 1-2 low to medium intensity classes a week. This will provide maximum benefit, while still allowing for proper rest and recover.

    Thankfully, our studio offers classes at all levels of intensity, so your membership can serve multiple needs for you!

  • Not at all. Our community is about growth, support, and shared goals. If you're ready to evolve and embrace a journey toward your best self, you’ll find your place here at The Collective Studios. Every single person in our classes has had a “first day”—and you’re joining a space that welcomes you exactly as you are.

PARKING

  • There is plenty of free parking available to all clients at both the Londonderry and Bedford studios.

    Please note - the evenings and weekends do get quite busy, so please make sure to arrive early to secure a parking spot and get into class on time.

WEBSITE

  • Updating your credit card is fairly simple:

    1. Log into your account

    2. Click “my account”

    3. Edit your payment method

  • If you do not have a valid credit card on file and incur a late cancel or no show fee, after 48 hours of the bounced charge, you will not be permitted to book into classes until your account is updated with a valid credit card.

    Once your credit card has been updated, any late cancel or no show fees and outstanding balances will be automatically charged and you will be able to begin reserving classes again.

    If you uploaded a credit card and feel that you are receiving a fee in error, please reach out to our Londonderry studio team at londonderry@thecollective-studios.com or our Bedford studio team at bedford@thecollective-studios.com.

  • If there is no valid credit card on file for any auto-renewal class packages or unlimited memberships on the day that your package is set to “renew”, the billing for the auto-renewal will fail. After 48 hours of a bounced charge, your account will freeze, and you will not be permitted to book into classes until your account is updated with a valid credit card.

    Once your credit card has been updated, any outstanding balances will be automatically charged, your account will unfreeze and you will be able to begin reserving classes again.

  • Yes! We offer students, active members of the military and fitness professionals 10% off drop-in rates, unlimited memberships, and 10 class packages.

    All discounted memberships require validation. If you are interested in validating your account as a student, military personnel or fitness professional, please send a copy of your current ID, schedule or transcript to our Londonderry studio team at londonderry@thecollective-studios.com or our Bedford studio team at bedford@thecollective-studios.com.

  • We sell digital gift cards both online and in studio.
    Gift cards may be purchased with either a monetary value or as a class package/membership. Cash value gift cards may be used towards class credits or merchandise.

    ONLINE: Visit our BUY CREDITS page of the website to view the different gift card options. All gift cards will be automatically emailed to the email address you provide at time of purchase. If the gift card is a surprise, we recommend emailing it yourself.

    IN STUDIO: Visit our studio front desk to inquire about purchasing a digital gift card.

APP

  • The mobile app is available on all iOS and Android devices.

  • We recommend all of our clients download The Collective Studio’s mobile app to have easy, quick access to our class schedule and other helpful information right at your fingertips.

    App features include:

    • View upcoming classes

    • Check out your class stats

    • Reserve and cancel classes

    • Move your spot in class

    • Buy class credits

    • Update your account settings and credit card

  • To update your credit card on the app:

    1. Open the app

    2. Click account on the bottom navigation bar

    3. Click payment methods

    4. Add a credit card