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FAQ

What is the studio etiquette at Lucky Elephant Wellness?

We ask that you please…

  • Arrive before the start of class so you are relaxed when class starts and you don’t disrupt those already present. If you arrive late and are attending a yoga class, please remain at the back of the room quietly until the teacher has finished centering the class.
  • There will be no late admittance to any class after it has been in session for 5 minutes.
  • Remove shoes and place in cubbies prior to entering the studio unless you are attending a TRX  class. Please use indoor shoes only for group fitness classes requiring shoes in order to keep the studio clean.
  • Check in at reception for all classes.
  • Turn off cell phones.
  • Come scent-free: no perfumes, colognes, or fragrances, please.
  • Place personal belongings in cubbies provided. Please leave valuables at home. Lucky Elephant will not be responsible for lost or stolen articles.
  • Limit conversation in the yoga rooms, as others may appreciate peace and quiet prior to the start of class.
  • After class, please keep your voices down too as another class may be going on in the adjacent room.
  • If you are taking a yoga class, rest if you need to by lying down on your mat or taking a relaxing pose, but please avoid exiting the yoga room unnecessarily.
  • Wipe your mat, props and surrounding space after class.
  • Put studio props back neatly on the shelves.

Where do I go and what do I do when I arrive?

  • Please sanitize your hands upon arrival. Masks must be worn at all times when not exercising or showering.
  • Please Remove your shoes and place them either in the cubbies at the top of the stairs or below the benches at the reception desk as you walk in.
  • Check in at the reception desk for all classes.
  • When you arrive at the top of the steps on the 2nd floor, turn left and go through the double doors to go to Lucky Elephant Yoga classes. Lucky Elephant Wellness group classes are to the right.
  • Men’s changing facilities are to the right of the reception desk at the top of the steps. Ladies changing facilities are to the left.
  • Place personal items in cubbies inside the changing areas or outside the yoga studios. Please leave valuables at home. Lucky Elephant Wellness will not be responsible for lost or stolen items.
  • Be respectful of classes or private training sessions going on around you by keeping your voices down.
  • If applicable, please wipe down your mat and any props used after your class. (Please note: Mat rental and prop use are temporarily suspended due to COVID-19)
  • Place all equipment and mats back neatly after your class.

What do I need to bring to my yoga class?

  • Arrive hydrated and nourished before class. However, we recommend avoiding sizeable meals for at least 1.5 hours prior to class.
  • Wear clothes that you can move and sweat in!
  • If you are practicing yoga, please bring your own yoga mat, but if you forget, yoga mats are available for rent ($2) or purchase. Free mat rental provided for annual members.
  • Bring your own water bottle. We have filtered water for refills. We do not sell bottled water or other beverages.
  • Bring your own towel. Hand and bath towels are available for rent ($2). Free towel service for annual members.
  • Yoga props such as blocks and straps are provided. (Please note: Mat rental and prop use are temporarily suspended due to COVID-19)
  • We provide changing rooms and showers (body wash provided).

What do I need to bring to my group fitness class?

  • Arrive hydrated and nourished before any class.
  • Wear clothes that you can move and sweat in.
  • Bring your own water bottle. We have filtered water for refills but do not sell bottled water or other beverages.
  • Bring your own towel. Hand and bath towels are available for rent ($2). Free towel service for annual members.
  • We provide changing rooms and showers (body wash provided).

What if I’m the least flexible person in the world, or at least in my yoga class?

Then you have a fabulous reason to come to a class at Lucky Elephant Yoga! Yoga is not a contest to contort yourself into the most advanced stage of pose. Flexibility will come with time and practice; you don’t have to flexible to begin. Our teachers are supportive and skilled at teaching you how to modify poses to benefit your body. The transformation that comes from a consistent yoga practice is self-awareness and comfort in your own skin, not whether you ever get your foot behind your head.

Do I have to register online?

Due to COVID-19 we require all attendees to sign up online. For contact tracing purposes, member guests must also to have an account to attend classes. You can create a user account through our website by going to our Sign In/Register page. Once created, your user account will allow you to pay online and reserve a spot in your desired classes. Please see the next FAQ for more details.

Can I pay for and reserve a spot in classes online?

Absolutely! We have a full self-service online portal where you can manage your personal information, pay for classes and memberships, and reserve your spots in your favorite classes.

First, go to our Sign In/Register page and sign up as a new customer. Once you have completed this, you will see a My Account page. From here, with your credit card you can purchase any of our class packages and memberships by selecting “Buy Series” from the drop-down menu. To enroll in any group class, select “Reserve” from the drop-down menu and you will be directed to our class schedule. Click on the desired class name and you will be prompted to sign up for that class. Please note you must purchase a class pass or membership prior to enrolling in a class online.

We highly recommend that you reserve a spot in your class online! Many of our classes are near room capacity, and reserving in advance is the only way you are guaranteed a spot. Annual members are automatically priority waitlisted for classes in the order that they sign up.

Also under My Account, you can view your scheduled classes by selecting “My Classes” from the drop-down menu. You can also view which packages you have purchased and their current status by selecting “My Series” from the drop-down menu.

Finally, you can edit your personal information by selecting “My Info” from the drop-down menu.

If you need assistance with any of this, please email us at info@luckyelephantwellness.com .

What if I'm late to class?

If you arrive after the scheduled class start time, you will lose your reserved spot if the class is waitlisted and/or walk-ins are at the studio available to fill your spot. We cannot guarantee your spot will be held if you are late!

No late admittance after 5 minutes past the start of class.

What is your cancellation policy for group classes?

If you cannot attend a group class, you must cancel your spot! Log-in, go to My Account/My Classes and click “Unreserve” by the class spot you wish to cancel. Do not send us an email! It is your responsibility to cancel yourself out of a class.

Our cancellation window is 90 minutes prior to class start time. We know the unexpected can happen, but please be courteous and release your spot to other students who are on the waitlist.

If you do not cancel at least 90 minutes before the class start time you are considered a no-show. You will lose your class if you are a single class or multiple class pass holder. Students with unlimited passes or memberships will be charged a $25 no-show fee. All unlimited pass or membership holders are required to have a valid credit card on file.

If you clear the waitlist prior to 90 minutes before class start time, you will be notified by email and you are expected to attend! If you do not attend, you are considered a no-show. If you put yourself on a waitlist, please anticipate that you may clear the waitlist and check your email! If you clear the waitlist and cannot attend, you must cancel your spot by logging into your account and clicking “Unreserve” by the class you wish to cancel.

PLEASE NOTE: Special events and workshops have stricter cancellation policies. Please carefully read the terms and conditions before your purchase! If you are unsure of the refund or cancellation policy, please email us at info@luckyelephantwellness.com.

What is your cancellation and refund policy for events and workshops?

Refund Policy for Events & Workshops

The terms and conditions and applicable refund policy of all events and workshops are provided prior to the payment screen and must be accepted to proceed to checkout. Please read carefully! Our usual refund policy is stated below; however, some events and workshops may have stricter policies.

Please note that cancelling your spot does not automatically issue a refund. You must call (296-3262) or email (info@luckyelephantwellness.com) the studio to process your cancellation and receive your refund, if you quality for one. 

Cancellations made more than 2 weeks prior to the first workshop session will be refunded less a $10 fee.

Cancellations made less than 2 weeks but more than 3 days prior to the first workshop session will receive a 50% refund.

Cancellations made less than 3 days prior to the first workshop session are not eligible for a refund or credit. However, if you won’t be attending the workshop we request that you still contact us to let us know.

Pre-registering for an event or workshop implies an agreement that you intend to show up at the scheduled times and days. Make-up classes are not available, and payment cannot be applied to future sessions or for studio credit, except under the cancellation rules listed above. Regrettably, we cannot refund payments for events or workshops that are missed due to illness or emergencies.

How do I freeze my membership?

Per the terms and conditions, customers who have purchased our prepaid 12-month or annual monthly unlimited memberships may put their membership on temporary hold one time during their membership year for up to 60 days.

To qualify for this temporary suspension, a request must be sent to info@luckyelephantwellness.com at least 10 days prior to the requested start date of the suspension.

Can I get an extension on my class pass/unlimited membership expiration?

Unfortunately, we cannot offer extensions on any of our class passes or memberships (except in the case of an annual membership freeze….see previous FAQ). Please choose you class package carefully and note the expiration terms of the package! You can always view the expiration of your class package by logging into your account and going to My Account/My Series.

How do gift certificates work?

You can purchase a gift certificate online by logging into your account, going to My Account/Buy Series and scrolling down to the bottom of the page until you find Gift Cards. Gift certificates can also be purchased in the studio.

Gift certificates can be for any dollar amount and can be used to purchase Lucky Elephant Yoga class passes, memberships, private instruction, workshops, special events and/or retail merchandise. Gift certificates cannot be used to purchase other gift certificates and cannot be redeemed for cash. Gift certificates expire 1 year from the date of purchase.

To redeem a gift certificate online, log into your account, go to My Account/Buy Series and select the class package, membership, etc that you wish to purchase. Proceed to checkout and enter your gift certificate code and pin numbers.

To redeem your gift certificate in the studio, please present your printed gift certificate with code and pin numbers to a staff member to make your purchase.

Please note the expiration date of the package that you are purchasing. The package expiration dates apply once the gift certificate is redeemed.

Lucky Elephant Yoga is not responsible for lost, stolen, or damaged gift certificates, or gift certificates used without your permission.

Is there an initiation fee required?

No. All that is required to join is the signing of a liability waiver which can be signed at the studio prior to joining your first class.

My favorite class and/or teacher is no longer on the schedule. Can I get a refund?

We understand that students have their favorite class time slots and teachers! We do our very best to keep our class schedules as stable and consistent as possible, but unfortunately we cannot guarantee specific classes and teachers, and our schedules are subject to change without notice. We cannot offer refunds due to class schedule or teacher changes.

 

What are the terms & conditions of my annual monthly (auto-debit) unlimited membership?

The terms and conditions of all class packages and memberships are provided prior to the payment screen and must be accepted to proceed to checkout.

The terms and conditions for all of our Annual Monthly Unlimited Memberships are shown below.

Terms and Conditions of Lucky Elephant Wellness’ Auto-Renewing Annual Monthly Unlimited Membership (“Membership Agreement”)

>I hereby understand that my purchase is non-refundable and non-transferable, and no extensions will be granted except in the case of a one-time suspension (“Suspension”) as described below.
>I hereby grant Lucky Elephant Wellness (“LEW”) express permission to charge my credit card a monthly fee of [$X – amount depends on membership type] in exchange for unlimited access to LEW group classes. I understand that my participation in LEW classes is subject to my observance of LEW’s standard policies.
> I hereby agree and understand that this Membership Agreement requires a commitment of twelve (12) monthly payments. If I choose to cancel my membership prior to making twelve (12) monthly payments, I will be charged an early cancellation fee of $150. All cancellation requests shall be directed to the following email address: info@luckyelephantwellness.com.
> I hereby agree to inform LEW of any change in my credit card information (e.g. expiration date, new account number) at least 5 days in advance of my next pre-authorized payment date by emailing info@luckyelephantwellness.com.
> I hereby confirm that I am the authorized cardholder of the provided credit card account and that the provided credit card account is in good standing.
> I hereby understand that I may request a one-time suspension (“Suspension”) of this Membership Agreement should I wish to place my membership on temporary hold, without cancellation, during a time when I am unable to attend LEW classes. To qualify for a Suspension, the requested hold period must be no more than 60 days, and the request must be sent in writing to info@luckyelephantwellness.com at least 10 days prior to the requested date on which I wish the Suspension to begin.
> I hereby understand that during my Suspension I will not be permitted to attend LEW classes pursuant to this Membership Agreement. However, I may purchase classes separately during a Suspension period if so desired.

 

What are the terms & conditions of my prepaid 12-month unlimited membership?

The terms and conditions of all class packages and memberships are provided prior to the payment screen and must be accepted to proceed to checkout.

The terms and conditions for all of our Prepaid 12-Month Unlimited Memberships are shown below.

Terms and Conditions of Lucky Elephant Wellness’ Prepaid 12-Month Unlimited Membership

> I hereby understand that my purchase is non-refundable and non-transferable, and no extensions will be granted except in the case of a one-time suspension (“Suspension”) as described below.
> I hereby understand that I may request a Suspension should I wish to place my membership on temporary hold, without cancellation, during a time when I am unable to attend classes. To qualify for a Suspension, the requested hold period must be no more than 60 days, and the request must be sent in writing to info@luckyelephantwellness.com at least 10 days prior to the requested date on which I wish the Suspension to begin.
> I hereby understand that during my Suspension I will not be permitted to attend Lucky Elephant Wellness classes under my existing membership. However, I may purchase classes separately during a Suspension period if so desired.

 

What are the terms & conditions of my one month/week unlimited pass or class package?

The terms and conditions of all class packages and memberships are provided prior to the payment screen and must be accepted to proceed to checkout.

Please note the expiration period for your purchase prior to proceeding to checkout! We cannot offer refunds, extensions or transfers.

General expiration terms are below:

One month unlimited passes – 1 month from purchase date
One week unlimited passes – 1 week from purchase date
8- and 10-class packages – 3 months from purchase date
Single class passes – 1 month from purchase date

Please note the default activation date of ALL memberships and packages is the date of purchase. If you would like to move your activation date to a later date, please email us at info@luckyelephantwellness.com.

 

What are the COVID Regulations?

1. Any member who has traveled off island or whose household members have been off island should refrain from coming to the studio until they receive their day 14 negative COVID-19 test result.

2. All clients and staff are required to sanitize hands upon entry.

3. Persons displaying cold or flu-like symptoms are not permitted on site. Please stay home if you feel unwell or belong to the vulnerable or “at risk” demographic.

4. All clients and staff are required to wear masks when entering and moving about the studio (except when teaching or engaged in exercise). Please observe physical distancing as much as possible when moving about.

5. Clients must not gather in the lobby area and should not remain at Lucky Elephant after class/session.

6. We recommend that you arrive in your workout gear in order to avoid a backlog. Please also limit the belongings that you bring into the studio with you.

7. Annual Members may still use their “guest member” passes. However, all guests will be required to have a Zingfit account on our system so that we may provide their details to Health Department for contact tracing, if requested.