Frequently asked questions.

  • Visit our New to RF page for everything you need to know — from how to sign up online, what to expect when you arrive, how to use a reformer, what your first class will be like, and answers to all your beginner questions.

  • For the quickest response, we recommend messaging us via your Momence app or emailing your studio location (Rowville or Clyde North), as we can often respond to these sooner.

    While we do take phone calls, our team is also assisting in-person queries and teaching classes.

    If we’re unable to answer, please know that we’ve received your call and will get back to you as soon as possible. Emails and messages often allow for a faster reply.

    We appreciate your patience and will respond at our earliest convenience. Please note: We do not answer calls outside of 9 AM – 5 PM.

  • While we’d love for you to check out our space, we don’t offer in-person tours (since our instructors are busy assisting members). We have a virtual studio tour on our website!

    If you decide to join, we recommend arriving 5-10 minutes early for your first class so your instructor can walk you through everything and ensure you feel comfortable before getting started. We can’t wait to welcome you!

  • Rev is our wonderful admin assistant! She is available Monday to Saturday, 9 AM – 5 PM to help with your queries. English is her second language, so we appreciate your patience as she follows our policies to support you.

    We’re so grateful to have Rev as part of the RF community, and she’s always here to assist with anything you need!

Getting Started

  • We require at least 12 hours’ notice for class cancellations. This helps us manage waitlists and ensures other members have the opportunity to book in.

    Late cancellations or no-shows will result in forfeiting your class pass and may incur additional charges. Please visit our T’s and C’s for more information on our cancelation policy.

  • To ensure the best experience for all members, we kindly ask that you arrive on time for class. If you’re more than 3 minutes late, unfortunately, you won’t be able to join.

    This policy is in place for your safety and to maintain the flow of the class. We appreciate your understanding and respect for our instructors as they uphold these safety guidelines. If you ever have any concerns, feel free to reach out.

  • Due to our 12-hour cancellation policy, we generally can’t swap booked classes. However, if you arrive at the wrong class time by mistake, let us know! If there’s available space, we’ll do our best to fit you in—but we can’t always guarantee it.

    We recommend double-checking your schedule before heading in, and if you ever need help managing your bookings, just reach out—we're happy to assist!

  • If a class is fully booked, you can add yourself to the waitlist.

    • If a spot becomes available, you will be automatically added to the class up to 2 hours before the start time. Our 2-hour cut-off applies to all classes, regardless of when you are added.

    • You will receive a notification via email and SMS once you’ve been added.

    • Adding yourself to the waitlist is a commitment to attending the class. The same booking and cancellation policies apply.

    • If you no longer want the spot, please remove yourself from the waitlist to avoid late cancellation fees.

    Our Tip:
    If you are waitlisted for an early morning class, and it’s the night before, we highly recommend removing yourself from the waitlist at least 12 hours prior if you don’t plan on waking up early to check your booking or attend the class. This will help avoid any surprises in the morning.

  • You can book classes up to 30 days in advance via Momence. We recommend booking early, especially for peak times, as spots can fill up quickly!

Booking, Cancelations & Class Access

  • Your membership or class pack will activate from the date of your first booked class, not the date of purchase. This means you can purchase in advance, and your pass won’t begin until you actually start using it - giving you full value from day one.

  • We’re here to make this process as smooth as possible for you. As memberships can’t be cancelled directly through the app, our admin team handles all cancellation requests to ensure they’re processed correctly.

    To cancel your membership, please email us or message via Momence with at least 30 days’ written notice.

  • We completely understand that sometimes life calls for a break! While your membership is on freeze, you won’t be able to book or attend classes until it resumes. Since it’s temporarily inactive, any future bookings will also be unavailable—but don’t worry! As soon as your membership is active again, you’ll be all set to return.

    If you’d like to plan ahead, you can pre-book your future classes before your freeze begins so you’re ready to jump straight back in when you're back. If you need any help, just reach out—we’re here to support you!

  • We’re happy to offer flexibility when you need to pause your membership. If you require a freeze for an extended period (8+ weeks), we may ask for a medical certificate or supporting documentation.

    We know that sometimes unexpected things come up, so if you have any concerns, just reach out—we’re always happy to chat and see how we can best support you!

  • You can easily adjust your membership to fit your needs! Simply log in to the Momence website (not the app), go to your membership section, and select “Transfer” to switch to a different option.

    If you need any assistance, we’re here to guide you—just reach out and we’ll be happy to help!

Memberships & Class Packs

  • Yes! Our instructors always offer modifications and individual support when needed.

    That said, as our group classes are designed to cater to all participants, instructors may not be able to spend extended time with one person during class. We aim to give everyone equal attention and guidance.

    If you require more in-depth modifications or personalised support, we may recommend private sessions to ensure your needs are properly met.

    Please note: RF instructors are not qualified to diagnose injuries or medical conditions, and are unable to work with clients requiring specialised rehabilitation or ongoing clinical attention.

  • Yes — however, we have a strict pregnancy policy in place for everyone.

    • From 12 weeks pregnant onward, you may only attend classes specifically labelled “Prenatal-Friendly.”

    • This is mandatory, with no exceptions, so that our trainers can properly plan and deliver a safe, prenatal-appropriate class. Regular Reformer classes are not designed with pregnancy in mind and are not suitable beyond this point.

    • You cannot begin pregnancy Pilates at Reformer Factory if you are new to us and already more than 18 weeks pregnant.

    Medical Clearance Required:

    • All pregnant clients must provide written clearance from their GP, OB, or women’s health physio before attending any prenatal class.

    • We will also require written clearance after your 6–8 week postpartum check-up before returning to classes.

    Please refer to our full Pregnancy T&Cs or email us at info@reformerfactory.com.au with any questions.

  • We have a strict no-child policy in the studio, meaning children cannot wait in the studio waiting areas or the car park.

    For safety reasons, we kindly ask that no one waits outside the studio during classes, including children, drivers, or visitors, as this can be distracting for members. We truly appreciate your understanding!

  • Our minimum age for members is 16 years and over.

    While Pilates is for all levels, our group classes aren’t suited for seniors needing extra support or supervision. If you have concerns like balance issues, recent falls, or medical conditions, please chat with us first — we want to make sure you’re safe and well looked after.

Injury, Pregnancy & Support During Class

    • Rowville:
      Reformer Factory Sauna
      Eastside Osteopathy: Dr Taryn Shugg
      LM Injectables
      Village Care Collective

    • Clyde North:
      Reformer Factory Sauna
      Clyde North Osteopathy

    • Both studios have bathroom facilities with showers and toilets available.

  • Yes! Both our Rowville and Clyde North studios have limited on-site parking available for members, with additional street parking nearby.

    We kindly ask that you do not park in spaces allocated to neighbouring businesses at any time — even outside of their business hours.

    Reformer Factory is not responsible for any fines, towing, or damages that may occur if you park in areas not designated for our use. Please double-check signage before leaving your car.

Studios & Amenities

  • How does it work?

    Reformer Pilates uses a specially designed machine with springs and resistance to improve strength, flexibility, and posture. No prior experience is needed—our instructors will guide you every step of the way!

    Which class level is right for me?

    • Beginner Lite – Perfect if you’re new and want to learn the fundamentals and nail your form.

    • Open – Great for experienced beginners through to advanced members looking for a challenge.

    • HIIT – Suitable for intermediate to advanced members with higher intensity exercises and dynamic pace.

    • Prenatal-Friendly – Open to all members, but includes support and modifications for clients who are 12 weeks+ pregnant. Enjoy the classic RF flow with a focus on mobility, breath, and strength for your changing body.

    Need help choosing? We’re happy to guide you—just ask!

  • What precautions should I take?

    • Do not attend any RF mat classes if you’re pregnant.

    • If you have any health conditions, please consult your doctor first.

    • Stay hydrated, listen to your body, and take breaks when needed—stepping out is always okay!

    What can I expect?

    Hot Mat classes take place in a infrared heated room. Expect a flowing, dynamic session that leaves you feeling refreshed and revitalised and sweaty!

    Do you provide mats and equipment?

    Yes! All Reformer and Hot Mat classes include high-quality equipment and mats provided by the studio.

    What do I need to bring?

    • A full-length towel to place over your mat; otherwise you will be required to hire one.

    • A small towel to pat down as needed

    • A big water bottle—trust us, you’ll need it!

Class-Specific FAQs