Frequently Asked Questions

ClassCruiser Basics

What is ClassCruiser?

ClassCruiser is a new kind of gym membership that grants you access to hundreds of different classes at studios and gyms in Hong Kong.

For $999 per month, you can book and explore classes ranging from yoga to barre to cycling to martial arts – the options are truly endless!

The best part: ClassCruiser members get unlimited classes every month, which means you are welcome to take as many classes across studios as you would like. There is an up to three class visit per studio/month cap in place, but with our ever-growing network of studios, you’re bound to always find a new class to enjoy. When your cycle renews, you can go back and revisit those favourites yet again!

Where can I use ClassCruiser?

Check out the studios available in each city by going to ClassCruiser.com and scrolling down to the Maps section. You can also check out the classes available here.

Is there an app for ClassCruiser?

An iOS and Android version will be released soon—stay tuned!

Can I partner my brand with ClassCruiser?

Thanks for thinking of us! Please contact us at hello@classcruiser.com with more information and one of our team members will reach out if they see a fit.

Can I refer friends to ClassCruiser?

We love when you spread the word about ClassCruiser to your friends and family! While at this time we don’t have a referral program in place, occasionally we run promotions that offer an incentive for referring someone to ClassCruiser. Keep an eye on our emails to see when we launch the next promotion!

How do i add my studio to ClassCruiser?

We’re always looking to expand our studio network and would love to speak with you about partnering with us! Please email us at partnerships@classcruiser.com to learn more about how to grow your business with ClassCruiser. Once you do that one of our Partnerships Associates will reach out to you when a launch spot becomes available.

Can you explain the three class rule?

At ClassCruiser we’re all about introducing variety in your workouts and challenging you to try new things to unlock your true potential! With this in mind, we have implemented a policy of up to three class visits per studio per month.

During your monthly cycle, you are able to visit the same studio or gym up to three times. For example, if your cycle starts on March 15th, you can visit a particular studio up to three times between March 15 and April 14. On April 15, a new cycle will begin and your three class allotment will refresh, meaning you can start booking classes at that studio again. Keep in mind that you are welcome to take as many classes as you would like across different studios, as long as you don’t exceed three visits at each gym or studio!

Many of our partner studios have multiple locations (such as Flex Studio or Aerial Arts Academy). If a studio has more than one location, you are able to visit up to three times total across the different locations. This same rule applies to our gym partners as well! If you love a studio and want to go more often, we encourage you to book directly with the studio.

Can I see a list of studios available?

Of course! We’re thrilled to hear that you are thinking of joining our community.

You can easily find out the studios that are available on our platform by going to our homepage and scrolling down the webpage to the maps section.

In terms of class schedules, at this time we offer full schedules for the majority of our studios, but there are some times that are reserved for the studios’ own members. If you are interested seeing the class schedule, check it out here. 

Is there a trial membership available?

We may choose to run a trial promotion in the future, at the moment there is no trial available in Hong Kong.

Can I take all the classes available at a studio?

We offer full schedules for a majority of our studios, but some studios reserve certain classes for their own members.

We’re always working to ensure we have plenty of class options available on ClassCruiser, so you can get a good sweat going, no matter what! If you’re interested in seeing the classes available at a studio before you join ClassCruiser, check out the full class schedule here. 

Is there along term commitment for ClassCruiser?

There is no long-term commitment for ClassCruiser. You are welcome to cancel your membership or put it on hold at any time, as long as this is done at least one day before your cycle renews. To do this, log in to your account and adjust your membership status in your account settings.

How do I recommend a studio to be added to ClassCruiser?

We’re always working to add more studios to ClassCruiser and love to hear from our users about their favourite spots! Feel free to submit any recommendations here, and definitely keep an eye on our blog and emails for updates regarding new studios on ClassCruiser!

When does my ClassCruiser membership begin?

ClassCruiser membership activates upon purchase. It is a monthly recurring membership and as such will renew each month on the same day of the month that you signed up. This means that if you purchase ClassCruiser on the 10th, your membership will renew on the 10th of each month. It does not start at the date of your first class, but the day that you sign up and pay for ClassCruiser.

Does the membership auto-renew?

ClassCruiser is a monthly recurring membership, so it will automatically renew on the same day each month. If you sign up for ClassCruiser on the 15th, your membership will renew on the 15th of each month after that.

There is no long-term commitment for ClassCruiser. You are welcome to cancel your membership,  as long as this is done at least one day before your cycle renews. You can cancel your account by going to My Account in the upper right-hand corner of your homepage.

Do you offer corporate membership rates?

Please contact us at hello@classcruiser.com to discuss setting up a corporate rate with your company.

If your company already has a corporate membership rate in place, please let us know so we can help update your ClassCruiser membership in accordance with this.

How much does a ClassCruiser membership cost?

The price of ClassCruiser membership in Hong Kong is $999.

What's the phone number for ClassCruiser?

We do not offer phone support at this time. Contact us here and we’ll be happy to help!

How many classes can I take per month?

With the regular unlimited ClassCruiser membership, you are welcome to take as many classes per month as you would like! Just keep in mind that you can visit a particular studio up to three times in your cycle.

Booking Classes

How do I reserve a class?

Reserving a class is easy!

Just sign into ClassCruiser.com and click the Classes tab. You can search for classes by activity type, time of day, date, location, or studio. When you enter your search parameters, a list of available classes fitting your interests will automatically come up.

You can also click on the class or open it in a new tab or window to see more information on the class. Pick the class you want to try and select “Reserve.”

You’ll soon get a confirmation that your reservation has been processed via email and when you go to your ClassCruiser homepage, you’ll see the class in your upcoming classes list. The studio will automatically receive a record of your reservation. Once you’ve received the confirmation email, all you need to do is get to class!

You will also receive a reminder email before class starts that will include all the information you may need about what to bring, when to arrive, and where to find the studio. When you get to the studio, check in for the class by giving a studio representative your name. Always be sure to make a reservation before you attend class so the studio knows to expect you! For the majority of our studios, you can make reservations up to 5 minutes before class and as far as one week in advance.

If a studio has more than one location, can I go to each location three times?

Studios that have multiple locations all count as one venue or studio family. As such, you are able to visit this studio up to three times total across all its locations, not three times at each location. If you love a studio and want to go more often, we encourage you to book directly with the studio!

I booked a class at a studio but I would like to switch the reservation to a different class. Can I do this?

We are unable to make same-day class switches at this time. Although it is the same class at the same studio, we unfortunately do not have the capability to switch reservations within the late cancellatoin window as the original reservation is subject to our late cancellation policy.

If you’d like to attend a different class but your first class is within the late cancellation window, you’re more than welcome to cancel your original reservation and make a new reservation in the other class if there are still spots available. Please note, however, that the late cancellation penalty will apply for that original reservation ($149 fee and loss of a class visit).

Since your reservation is made with ClassCruiser, all changes should be coordinated directly through ClassCruiser, not through the studio.

How do I search for classes?

Half the fun of ClassCruiser is exploring the numerous class options available to you! We understand it can be overwhelming sometimes, so we’re here to help.

If there is a specific studio that you’re dying to try, you can find the full schedule of classes they offer on ClassCruiser by clicking here. 

Tip: The studio list is alphabetized, but the newest studios to join ClassCruiser will be featured at the top of the list!

Not sure where to start? No sweat – we’ve got you covered. Hit up our Classes tab. From there, play around with the search filters. You can input specific parameters in order to get tailored results based on what you’re interested in. Maybe you are looking for yoga after 7 pm in Central or strength training between 5 am and 6:30 am on weekdays. The filters are designed to help you find those classes and narrow down your options!

One thing to note: The Classes filter only shows classes that are available to book at that moment. In other words, if a class is already fully booked by other ClassCruiser members, it won’t come up as an option in the search filter.

How do I know what to bring to class?

All the details about what you need for class will be included in the class description and confirmation and reminder emails. We also recommend checking the “Pro Tip” or studio description on the studio’s ClassCruiser page in case there are any other details to be mindful of—for instance, a policy of arriving at least 15 minutes in advance, or bringing your own towel or yoga mat.

ClassCruiser covers the cost of your reservation for the class, but any supplemental materials needed for the class are your responsibility.

Can I book classes for my next cycle while still on my current cycle?

Yes! ClassCruiser is a monthly recurring membership, so it will automatically renew. You are welcome to book classes in advance for your next cycle.

How do I cancel a class?

Can’t make it to class? No need to call the studio – you can cancel your reservation directly from your ClassCruiser account!

Simply find the reservation in your upcoming classes list and select the “Cancel” button.

You’ll know the reservation has successfully been cancelled when it no longer shows up in your upcoming classes list.

Remember: we have a 12-hour cancellation policy that applies to the majority of the studios on our platform, certain studios require 24-hour cancellation. If you find you can’t make it to class, we encourage you to cancel your class reservation as soon as possible to ensure someone else has the opportunity to book the spot instead!

If you cancel your reservation within the late cancellation window (12-hours for the majority of studios, 24-hours for certain studios), please note that a $149 late cancellation fee applies and the class will still count as one of your three visits for the studio. We encourage you to cancel even if you know you can’t make it so that the studio can give your spot to someone else. If you miss class and don’t cancel beforehand, there will be a $199 fee and the class will still count as one of your three visits for the studio.

Can i reserve a bike or station in advance?

Some of our partner studios assign bikes or stations for class patrons. You will receive your station reservation once you check in for the class.

For TORQ Cycle classes, please note that we don’t have the capability to choose your bike when signing up.

How far in advance can I reserve classes?

The booking window for the vast majority of our studios opens at noon, one week before the class date. For instance, a class that takes place on the 10th will become available to book on the 3rd, at noon local time.

There are a few studios with unique booking windows. For example. You can double check when the booking window opens by going directly to a studio’s page and referencing the “Booking Window” section on the right-hand side.

Is there a way to save my favourite studio and see only available classes for those studios?

Yes! You can save a studio as one of your favorites by selecting the heart next to the studio name on the ClassCruiser website or app (coming soon). This will save the studio to a list of “Favorites” that you can access from your ClassCruiser.com homepage.

If you’re using the mobile app (coming soon), you can find the “Favorites” tab by clicking “Dashboard.” At the top you’ll see a button that says “View Classes.” If you select this, your search will feature only classes available at your favorite studios. We hope to implement this feature on the website as well soon!

A class I want is sold out. Is there a wait list available?

We do not have a class waitlist feature at this time. We encourage you to keep an eye out before class starts in case any spots open up on ClassCruiser! If the class is fully booked through ClassCruiser, we’re not able to reserve it for you, even if there still may be space available with the studio.

We also recommend exploring other classes that are available near you—you might discover a new favourite!

Can I give feedback for a class or studio?

Yes! We want you to have the best experience possible in your ClassCruiser classes, which is why we’ve implemented class ratings.

After you take a class, the next time you log in to ClassCruiser you’ll see a pop-up that asks you to rate the class and leave a comment. You might also see a list of suggested words that you can choose from to describe the class (i.e., Was it good for beginners? Did the studio have a “zen” or “posh” vibe?). Once you’ve rated a class, you’ll be able to get back to booking other classes.

We love your class ratings—they’re the best way for us to help you find classes you’re interested in. They also provide us with valuable feedback we can deliver to our studio partners so they can make their classes even better. At this time, we don’t have a way for you to share your ratings with other users, or to edit past ratings, but we hope to implement these features in the future!

What is the class cancellation policy?

Our mission at ClassCruiser is to empower our members to live better lives through fitness and wellness. We encourage you to challenge yourself and explore as many new classes as possible! That said, we all have those days when making it to class just isn’t going to happen. On those days, it’s important to keep our class cancellation policy in mind.

The ClassCruiser cancellation policy requires that you cancel a class at least 12 hours before class time for the majority of studios, and at least 24 hours before class time for certain studios. If you cancel before this period, there is no penalty for the first 15 cancellations in your monthly cycle. However, if you cancel your reservation within the late cancellation window, a $149 late cancellation fee applies. The class will also count as one of your visits for that studio or gym.

If it’s already within the late cancellation window and you find you won’t be able to attend class, we still encourage you to cancel your reservation if you know you can’t make it, because missed classes result in a $199 no-show fee and loss of a class visit as well. There’s nothing worse than an empty spot in a class, so always be sure to cancel as a courtesy to the studio and other ClassCruiser users who would like to take the class.

Can I drop into class without a reservation?

All of our partner studios require you to make a reservation through ClassCruiser in advance. Walk ins are not allowed. For on-the-go convenience, you can use our mobile app (coming soon) to make a reservation up to 5 minutes before class starts at a number of our studios!

What does the message "class is full" mean?

When a class says “class is full” on our site, that means the class is fully booked through ClassCruiser.
In some cases, there may still be space available through the studio for their own patrons. Once all the ClassCruiser spots are taken, however, we are not able to reserve the class for you. If you do not wish to purchase the class directly from the studio, we encourage you to keep an eye out before class starts in case any spots open up on ClassCruiser!

How will I know if I've already been to a studio three times in my cycle?

If you have already visited a particular studio three times, or have an upcoming reservation for the studio that still falls within your current cycle and reaches the three class max, you will not be able to reserve another class at that studio until your cycle renews. The reserve button will be greyed out if you try to book another class. You will see a message that says you have already taken the maximum number of classes for the studio.

You can always double check your upcoming classes list and past class history to see what classes you have reserved or have taken. This can also help you determine if you have already booked the three class max for a certain studio.

Keep in mind that missed classes and classes cancelled within the late cancellation window still count as one of your three studio visits. Be sure to cancel any reservations you’re not able to attend in advance (12 hours for the majority of studios, 24 hours for certain studios) in order to avoid the loss of a class visit.

When is the deadline to reserve a class?

Many of our studios offer the ability to book a class with them up until five minutes before class starts—great for those of us who like to book something last minute! Some studios do close their booking window in advance of the class, however, and this can be anywhere from 5 minutes to 48 hours in advance. If the class is no longer accepting reservations, you will see a message that says the booking window for the class has closed when you try to reserve it. If the booking window has closed, we are unfortunately not able to reserve the class for you through ClassCruiser.

How do I see a specific studio's schedule for ClassCruiser?

Have your heart set on trying a specific studio? That’s great! If you’re a member, you can find the full schedule of classes we have available here.

We offer full schedules for the majority of our studios. Some studios reserve certain classes for their own members, however. If the class is not listed on our site, we don’t currently offer it and as such aren’t able to reserve it for you. If this happens, don’t worry—we have so many classes available on our site that you’re sure to find another one that’s right for you!

Billing

How do I update my credit card information?

To update your credit card information, please go to your account settings and select Update Payment Method. From there, you’ll be prompted to add a new credit card.

Where can I access my billing details?

Our team is hard at work on improving the site and implementing a detailed billing section with charges history. In the meantime, if you have any questions or concerns about charges from ClassCruiser, please contact us at hello@classcruiser.com —we’re happy to assist you.

If you need to update your billing information, you can go to your account settings and select Update Payment Method. From there, you’ll be prompted to add a new credit card.

Why do I see a $149 or $199 charge on my credit card?

$149 charge is for a late cancellation at a class and a $199 charge is for a missed class.

You can see what classes were marked as late cancellations or missed by reviewing your past class history on your homepage. Charges are processed one week after the class date.

What is the ClassCruiser refund policy?

We want you to get the most out of your ClassCruiser experience. If you find you are unhappy with your membership, however, please reach out to us to see if there’s anything we can do to help.

There are no refunds for ClassCruiser membership. If you need to cancel due to extenuating circumstances (such as death, disability, or relocation), please let us know so we can work with you to accommodate your needs. If you are requesting a refund of your current cycle, and have begun taking classes, a rate of $199 per class may apply.

I was charged the wrong amount by ClassCruiser. What do I do?

We definitely don’t want that to happen! If you see a charge on your statement from ClassCruiser that you do not recognise or that you are concerned about, please contact us at billing@classcruiser.com and we’ll look into the matter for you right away!

How do I redeem a ClassCruiser gift card?

We are not currently offering ClassCruiser gift cards. If you have a gift card from a previous purchase, however, please contact us at hello@classcruiser.com and we’ll be happy to assist with redeeming this for you!

Membership

How do I know when my cycle starts and ends?

ClassCruiser membership operates on a monthly cycle that begins the day you sign up and automatically renews on the same day each month. The day you sign up and purchase ClassCruiser is the date that your cycle will start each month (it does not begin on the date of your first class).

To check when your cycle renews:

Log on to to ClassCruiser.com.
On your my account page, you’ll see a bar on the right-hand side which tells you the start day of your next cycle. Any classes you take until that date will fall in your current cycle and count towards your 3 class per studio cap.
The day after that date is when your account will renew and a new month will begin. Your studio visits will be reset and you will also be billed at that time for a new month of membership.

In the above example, the member’s end date is July 20. Her new month of ClassCruiser would begin on July 21.

Is there a fee for cancelling my ClassCrusier membership?

There is no fee to cancel your ClassCruiser membership.

When does my membership renew?

ClassCruiser membership automatically renews on the same date each month that you signed up. If you first begin and pay for your membership on the 9th, for example, your cycle will renew and be billed each month on the 9th.

There is no long-term commitment for ClassCruiser. You are welcome to suspend your membership at any time via your account settings.

How do I change my email or password?

You can update your email and password via the My Account section of your homepage.

How do I restart my ClassCruiser membership after I've cancelled it?

We would be delighted to welcome you back to ClassCruiser! Please contact us and one of our team members will be happy to help you reactivate your membership.

How do I cancel my ClassCruiser membership?

We’re sorry to hear you’re interested in making a change to your membership!

You can cancel your account by changing your Membership Status in your account settings.

You must request to cancel your membership at least one day before the start of your next billing cycle in order to avoid auto-renewal for the following month. Following any cancellation, however, you will immediately no longer have access to ClassCruiser.

What does cycle end date mean?

The cycle end date on your homepage is the last day of your current cycle.

That means any classes you take on that date will fall in your existing cycle and apply to your three class limit at studios for that month.

On the day after your cycle end date, your cycle will renew and a brand new month will begin!

How do I put my membership on hold?

Putting your membership on hold is a great option if you are nursing an injury or if you are travelling! While on hold, ClassCruiser are charged $199 per month and have access to one class per month. You are welcome to stay on hold for as long as you would like – there is no limit to the amount of time you can remain on hold, and no fee when you return to membership.

If you would like to put your membership on hold, you may adjust your membership status in your account settings. From there, you can request to hold your membership for your next cycle. Membership changes must be submitted at least one day prior to your next cycle renewal.

Once your account is on hold, you are then welcome to reactivate your account and will be charged pro-rata.

Account Issues

How do I disconnect Facebook from my account?

If you would like to remove the Facebook login feature, you can set up your account to use an email and password to log in instead. To do so, update your email preferences under your account settings.

I logged in through Facebook and now I can't access my account.

We’re so sorry for the trouble! If you use Facebook to access ClassCruiser, please note that if you change any of your Facebook login info, this will impact your ability to access ClassCruiser.

If you are having trouble logging in to ClassCruiser, please contact us and we’ll be happy to help reset your login information, or to assist further as needed.

My account says it's expired. What does this mean?

If your account says it’s expired, it may be because you cancelled your membership, or the payment for your ClassCruiser membership was not processed.

If you cancelled your membership and would like to rejoin ClassCruiser, please contact us and we’ll be happy to assist.

If the payment for your ClassCruiser membership did not process, you will receive a notice from our billing department with instructions on how to update your credit card information to avoid membership cancellation. To update your credit card information, please go to your account settings and select Update Payment Method. From there, you’ll be prompted to add a new credit card.

Once your payment information is updated and the payment is processed, your account should be restored shortly thereafter. If you are having trouble accessing your account, please contact us.

How do I unsubscribe from ClassCruiser emails?

If you no longer wish to receive email updates from ClassCruiser, simply click unsubscribe in the footer of our emails. You can also opt in or out of the newsletter under your account settings.

You are not able to unsubscribe from class confirmation and reminder emails as they are necessary for knowing your class reservation has processed and for you to get all the details you need before going to class.

To unsubscribe from email updates from our studio partners, click unsubscribe in the footer of their emails.

How can I access past class ratings and reviews?

We don’t have this feature available just yet – check back soon!

Class Issues

Why is the reserve button greyed out?

All of our users have access to the same classes through ClassCruiser! However, the Classes search filter will only feature classes that are available for you to reserve at that moment. This means that at various times in your membership cycle, the classes tab may look different for you and your friend. This can happen if you or your friend have not completed the necessary prerequisites for a studio, or if one of you has reserved the last spot in a class, thus making the class unavailable for others to book.

In the example of a fully booked class, if someone cancels their reservation the class will become available again and show up as an option on the Classes page. Keep in mind that you can always see the full offerings for a studio (available classes as well as what classes are already booked) by going to the studio’s page directly on the Studios tab.

I'm not seeing a studio in the search filter for classes. Why?

The Classes search filter only shows classes that are available to reserve at that moment. If all the classes are booked at a studio you’re interested in, it may not show as an option in the search filter. But don’t worry—if you go to the Studios tab and search for the studio name, you will be able to see all the classes that studio offers for future reference.

One of my past classes says, "No Show," but I didn't mean it! What do I do?

We understand technology isn’t perfect and mistakes can happen!

If you see a message that says you missed a class when in fact you attended, please reach out to us and we’ll be happy to help straighten it out for you with the studio.

It looks like my friends and I have different class options. Why is this?

All of our users have access to the same classes through ClassCruiser! However, the Classes search filter will only feature classes that are available for you to reserve at that moment. This means that at various times in your membership cycle, the classes tab may look different for you and your friend. This can happen if you or your friend have not completed the necessary prerequisites for a studio, or if one of you has reserved the last spot in a class, thus making the class unavailable for others to book.

In the example of a fully booked class, if someone cancels their reservation the class will become available again and show up as an option on the Classes page.

I'm trying to reserve a class that looks open to book, but when I go to reserve I get a message that the class is full. Why can't I book the class?

We strive to provide the most up-to-date availability for classes based on studio rosters at all times, but occasionally a class can become fully booked before we are able to update the status of the class to say “class is full” on our site. However, if you receive a message that the class is full when you try to reserve it, that means that the class is in fact fully booked and we are not able to reserve the class for you.

Can I arrive late to class?

We understand that life happens! Subways stall, doctor appointments run over—and as a result, we’re all late to class sometimes. For the safety of other students, however, many of our studios are not able to admit people who arrive late to class.

Each studio has its own policy regarding late arrivals. Most encourage you to arrive well before class begins, often 10-15 minutes in advance. Information regarding a studio’s arrival policy will be included in your class reminder email, so be sure to take note when prepping for class!

If you’re ever concerned about making it to class, please reach out to ClassCruiser directly, as opposed to the studio. We are always here and happy to help! Get in touch with us here.

I just accidentally booked a class within the late cancellation window that I didn't mean to book! What do I do?

We understand mistakes happen! We have implemented a two-step booking process to help ensure our users are able to review all reservation details a second time before they officially book a class. If the class reservation occurs within the late cancellation window (12 hours for the majority of studios, 24 hours for certain studios), then it is subject to our late cancellation policy.

The booking window hasn't even opened yet, but the class already says "class is full." Why?

While the ClassCruiser booking window opens one week in advance at noon for a majority of our studios, some of our studio partners make their classes available to their own members before our booking window opens.

As a result, a class will occasionally become fully booked by the studio before the ClassCruiser booking window has opened. When this occurs, the class will automatically revert to a “class is full” message on our site. If someone cancels their reservation and a space opens in the class for ClassCruiser, the class will become available for you to reserve again.

How do I know what classes I've reserved?

Hit the homepage to check out the list of upcoming classes you have reserved.
If you want to see classes you’ve already taken, select “Past classes” on your homepage!
Any classes that have been marked as missed or as a late cancellation will be noted here as well.