FAQs

The Studio 

The Classes

Account Queries

The Studio

What is Oncore?

Oncore is a fitness studio located in Clapham Common. We offer Spin, HIIT, Yoga, and Form (Barre & Pilates inspired) across 3 studios. Our classes give a great workout experience that leave you feeling strong and energised. Classes are generally 45 minutes, but we offer a express 35 minute to 60 minute yoga classes.

For more detail on our classes, please check out our Class Descriptions page and to book head to our Mindbody booking system.

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What do I need to bring?

 

We offer small complementary sweat towels, basic shower and locker facilities. 

 

Please bring workout kit, water bottle, and shower towel. If you forget shower towels & water available at reception for £1.

For Ride classes, standard trainers can be worn on the bikes - we do NOT provide cleats

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How do the packages work? 

 

We operate a pay as you go system where you can buy single classes or class packages which can be used in ANY of our classes enabling you to try a variety of exercise classes, or you can purchase Yoga/Tone/Pulse specific packages. We also offer various memberships via a direct debit scheme, see our price listings for more details.

 

We also accept bookings directly from ClassPass on behalf of its customers. If you have made your reservation through ClassPass, please contact ClassPass directly regarding any questions or issues related to your booking. As a studio, we are unable to make any changes to ClassPass reservations, including class switches or cancelling reservations.

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How do I book classes?

You can book classes through the online Mindbody booking system. Here you can set up an online account, see our latest schedule, buy packages and book classes.  You can also pop into the studio and we can organise this for you.

We also accept bookings directly from ClassPass on behalf of its customers. If you have made your reservation through ClassPass, please contact ClassPass directly regarding any questions or issues related to your booking. As a studio, we are unable to make any changes to ClassPass reservations, including class switches or cancelling reservations.

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What do I wear? 

 

It's always best to wear something that you feel comfortable in, somthing allows you to move freely and it is important your clothing is cooling! Yoga is best done barefoot. For Ride, our bikes are compatible with SPDs (MTB pedals) should you wish to bring your own cleats, otherwise trainers will suffice. Free sweat towels are provided for each customer. 

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Lost property?

 

All lost property will be held on site for 2 weeks. Please pop into the studio before 14 days have passed to collect any forgotten items

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The Classes

What classes do you offer? 

 

We offer Spin, HIIT, Yoga, and Form (Barre & Pilates inspired) across 3 studios. Our classes give a great workout experience that leave you feeling strong and energised. Classes are generally 45 minutes, but we offer a express 35 minute to 60 minute yoga classes.

For more detail on our classes, please check out our Class Descriptions page and to book head to our Mindbody booking system.

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What level are your classes? 

 

Not sure what class to sign up for? Most of our classes are for ALL levels (only a few are noted L2) so don’t be afraid to sign up for any class on our schedule. For your first visit, be sure to tell us it is your first time and our instructors will give you some extra help and guidance as required.

All our class descriptions can be found on our Class Descriptions page.

 

For Class Pricing and purchasing please head straight to our Pricing page or to our Mindbody booking system for our latest offers!

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What time should I arrive prior to my class?

 

If its your first time visiting us we recommend you arrive at least 10 minutes before class starts. This allows a member of staff to show you around and introduce you to the instructor. You will need to be in class at least 5 minutes prior to it starting for the introduction. When the class starts we will be unable allow entry to the room.

If you are a regular attendee to Oncore classes you must be on site, ready to work out at least 3 minutes prior to the class start time to check in and navigate to your studio - spots are released to the waitlist at this time and will not be held.It is your responsibility to communicate any injuries to your instructor in advance of the start of class. When the class starts we will be unable allow entry to the room.

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How does the waitlist work? 

If a class is full, we encourage you to add yourself to the waitlist as often cancellations will happen so you'll secure a spot. Please ensure that if you add yourself to the waitlist, you can attend that class as you will automatically be added to the register should another customer cancel and if this is within the cancellation window, you will be unable to cancel without losing a class credit or incurring a late cancel fee.

If a cancellation occurs then you will be automatically added into the class and sent a notification text or email.  In order to receive these texts or emails, you must be subscribed to account management through the MindBody app. If you choose not to receive notifications from Oncore, it is your responsibility to check your account as legally we are unable to contact you.

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What if I am running late for a class?

 

Do your best to make it to the site at least 5 minutes prior to the class start time to secure your spot - spots are released at the time and will not be held.

 

If you're not checked in, changed and inside your workout studio by the session start time the doors will close and you will be refused entry. For your own health and safety, for the health and safety of other participants and to avoid disruption to the class we we simply cannot allow you to enter the class. 

If you have booked your class with Mindbody and arrive too late to be safely admitted to class, we will do our best to admit you to a later class, or alternative class within the hour. If you have made your reservation with ClassPass we are unable to make any changes to your reservation so if you wish to attend another class then please make another reservation through ClassPass

If you cannot make it to the studio at all, please cancel immediately. If you cancel on your mindbody account then we may be able to release your spot to the waitlist. If you have not cancelled, then we are unable to accommodate any requests (by email or telephone) for refunds or pass returns, regardless of the reason.

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What is your cancellation policy? 

 

You are able to cancel all standard classes 12 hours before your scheduled class time and the credits will be returned to you. This can be done through your mindbody account (app or website). Just cancel the same way you booked on Mindbody, and rebook for another time. If a standard class is cancelled with less than 12 hours notice then you will lose the credits for that class and this cannot be refunded.

If you are on an Unlimited Pass there will be an additional Late Cancellation or No Show Fee automatically charged to your account if you do not cancel more than 12 hours in advance. If the fee is unable to be taken then you will be unable to attend classes until it is paid.

Please note that all cancellations must be done through your mindbody account (app or website). We are unable to accommodate any requests (by email or telephone) for refunds or pass returns, regardless of the reason if you have not cancelled on your account.

 

If you made your reservation through ClassPass then the ClassPass policies will be applied, please contact ClassPass directly regarding any questions or issues related to your booking

 

For Open Air classes, there is currently a 24 hour cancellation policy to reflect the small classes and high demand for spots. This policy will be reviewed post-Covid.

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Can I workout with an injury or if I am pregnant? 

 

If you have an injury it is your responsibility to consult a physician to gain their professional opinion on whether it is safe for you to exercise. If you need to cancel a class because of sickness or injury please do so before the cancellation window to have the class refunded to you. If you cancel within the cancellation window, please send us a copy of your doctor’s note and we will credit your pass back to your account and extend your passes for as long as the doctor recommends in their letter.

 

After an injury, if you are new to exercise we strongly recommend that you consult your physician before starting any new exercise regime or fitness program and that they clear you for exercise. 

If you are pregnant, firstly congratulations! Please consult your health professional before attending any classes and get the all clear from them before exercising.  

 

Oncore accepts no responsibility for any customers who do not follow the class instructions, safety guidelines, or has not disclosed medical conditions or recent injuries. Please be aware that it is your responsibility to inform the instructor in advance of the class starting of any injuries or pregnancy and to report to the instructor if you feel unwell or in any discomfort during the class.

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Account Queries

May I leave the room then return to the class once it has started?

 

For safety and out of respect to other customers we ask you to remain in the room for the duration of the class, unless it is in the case of an illness, injury, emergency or an unavoidable reason. If you leave the room however, you will not be able to return to the class for your own safety and the safety of others.

 

Problem booking classes? 

 

Your package starts the day you book your first class, so if you book a class but then decide to book a class on an earlier day than the first class you have already booked, Mindbody will tell you that you need to buy a new package.

 

Simple (but slightly annoying solution): Cancel all your future classes on the package then rebook in the order that you want to attend. Mindbody will reset your pass to start on the date of your first class.

If this still doesn’t work, email us or pop into the studio for extra help.

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How do I change or cancel a class reservation? 

 

If you have booked a class on the Mindbody booking website but have changed your mind about attending the class, simply click on the My Schedule tab at the top of the page to see options. Your class will be listed there and you will be given the option to cancel the reservation. Simply click cancel and you are all set to book another option (if you are outside of the cancellation window). If you are using the Mindbody booking App, please select Profile at the bottom right of the App and you will be able to review your Schedule and cancel your reservation. 

If you have made your reservation through ClassPass, please contact use the ClassPass App to make any desired changes or contact ClassPass directly regarding any questions or issues related to your booking. As a studio, we are unable to make any changes to ClassPass reservations, including class switches or cancelling reservations.

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How do I change my current package or pass to a different one?

 

If you have bought a package but now want to switch to a different package, simply save your card details on your Mindbody account, and email us stating the details of your current package, and the new package you want to switch to. 

 

There is a £10 charge for sales, exchange and admin fee, plus the price difference between packages and by emailing the request to change packages you are accepting the charges.

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What happens when my package expires? 

 

Your package will expire on the date highlighted when you bought the package (check details in your account section). You can then re-purchase the same or new package/ pass. Unfortunately, we cannot extend expiry dates of packages and no refund or extensions will be offered for unused classes.

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Why has my package expired? 

 

For our timed passes, e.g. Unlimited Yoga for 18 days, these passes activate on the date of your first class.

 

Timed passes are inclusive of the day of the first class you book, e.g. if your pass is for one week (7 days) and your first pass is on Monday, your pass will expire on Sunday.

 

Until you book your first class, the Mindbody system will put in a temporary date for expiration but this date is will keep rolling until you activate your pass.

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Can I bring a friend along with me and gift them a pass?

 

Working out is always more fun with friends! Login to your Mindbody account. When you click "sign up" for a class, you are asked if you would like to make the reservation for you or for someone else. Select "someone else" then enter your friends name. 

 

Please note that you cannot share unlimited passes with friends and you will need to purchase a ‘buddy pass’ for £12 which can be done at reception.

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How do I use a Promo Code?

 

You can use the Promo Code on the Mindbody booking website. Login with your username and password, then go to the Online Store/Checkout. Select items to purchase, then add them to your shopping cart. Enter the promo code in the "PROMOTION CODE" field the click Apply. Simple as that! 

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What do I do if I have an illness or injury?

 

For any illnesses or injuries please cancel your class immediately. If you cancel outwith the cancellation window, the pass will be added back to your account.

If you cancel within the cancellation window, please send us a snapshot of your doctor’s note and we will credit your pass back to your account and extend your passes for as long as the doctor recommends.

If you do not cancel in advance, then we are unable to accommodate any requests for refunds and your pass is non-refundable or for unlimited packages, a charge will be applied.

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copyright Oncore Limited 2020