FREQUENTLY ASKED QUESTIONS
I would like to suspend my membership.
Please submit your request via this suspension request form. Suspensions and cancellations take effect at the end of your current billing cycle.
I would like to activate my membership.
Yay! We are excited to welcome you back! Please email us at email@example.com with the date you’d like to activate your membership on. Keep in mind that it may take up to 3 days for us to reactivate your membership.
I would like to cancel my membership.
We suggest to plan your cancellation the day before your payment date to avoid charges you cannot use. When you are ready to cancel your membership, click the “Log-in” from the navigation menu. Sign into your account through a computer browser. Click on “My Info” and then click on “Account”. Scroll down until you find a section titled “Autopays”, find your contract from the list of line items. Click on the red button named “terminate”. Confirm that you want to continue by selecting “Ok”.
Can I practice In-Studio and still get access to LAB+home?
Yes! All of our prepaid and monthly members have access to both.
What is the capacity in class?
We have 15 spots available for students in each class. Smaller class sizes means students will have the opportunity to connect even deeper with our community. Connection has been a core value in our community for over 10 years. Our new model of service delivery can help us deepen our connection as a community.
Are classes heated?
Yes! In order to comply with the provincial health authority mandate, all of our ‘hot’ classes will now be offered between 26-28°C.
Can I use the change rooms?
Bathrooms and water filling stations are available as required. Change rooms and showers are currently closed.
Can I shower?
Showers are currently closed.
Can I get in touch with you over the phone?
Absolutely! We answer the phones during the following hours –
Monday – Friday: 10:00am – 3:00pm
Saturday – Sunday: 11:00am – 2:00pm
How do I sign up for class?
Classes are open for online registrations from 6:00am – 11:45pm daily with a 7 day rolling registration. Sign up through a web browser or our Yoga LABCommunity Mobile App.
Can I walk in?
All classes are pre-registered. No walk-ins at this time.
What does it mean to be put on a waitlist?
The class is full, but you will be notified if a spot comes available up to 4 hours prior to the class start time. From 4 hours – 5 minutes before the class start time, the waitlist freezes and available spots in the class are first come first serve (pre-registration is still required.) Ensure text notifications are turned on in your account settings.
How do I turn on text notifications?
Download our LABCommunity app. Once you’ve signed in to your MINDBODY account, you can adjust your preferences by clicking Menu > Settings and scrolling down to Email & Notifications. Enable ‘Send me mobile notifications’ and voilà! You’re all set.
Is there a charge if I need to cancel my pre-registration?
Late cancel/no show fee of $20 will apply if you cancel your registration less than 4 hours prior to class start time. If your late cancel or no show is due to health reasons, please reach out to the studio as you will not be charged.
What do I need to do before I enter the facility?
Please arrive ready to practice and make sure you have completed a personal health check so that you know you are entering the space your healthiest.
What do I need to bring to class?
Please arrive dressed in attire you wish to wear for class with a mat, water bottle, sweat towel, and props (block, strap, bolster, etc). Change rooms are currently closed.
When do I arrive to class?
Please arrive in-studio 5 minutes before your scheduled start time. The sidewalk outside the studio is marked for physical distancing in case you need to wait. Doors to the studio are locked at the class start time.
Will the teacher be walking around the practice room?
Nope. Teachers lead classes from their mat. If adjustments need to be made to the temperature, lighting or music, teachers will wear a mask while doing so.
Do you have mats and props available for rent?
No, all students need to bring their own. We don’t have any available for use at this time.
Will you have props/water bottles/mats/other items for sale?
Yes, you can purchase practice accessories and prop kits in-studio using debit/credit cards.
I prefer to practice in my own space.
LAB+home is a library of virtual classes with instructors from both Victoria and Westshore LAB locations. Practice our popular sequences with your favourite teachers in the comfort of your own space.
How do I watch On Demand classes?
With an unlimited membership or pass you can access our LAB+home library from the LABCommunity Mobile App by logging in and then selecting the “Video” icon on the bottom ribbon. If you are watching from a desktop computer, you will click on this link, log-in and then you can locate the class you wish to take from the list.
How do I join a Live Stream class?
Log-in to the LABCommunity Mobile App and click “book” from the bottom ribbon. Locate the class you wish to take and click “Book Class”. Within 2-30 minutes before your class starts you will be emailed a link to “Join the class now”. You will click on this link and follow the prompts. If you have a pop-up blocker you will need to disable this in order for your browser to pop open the Mind Body Live Stream page.
Can I transfer my pass into an online-only pass?
Yes, unlimited weekly and monthly On Demand classes can be purchased from our purchases page on our website.
I missed my Live Stream class, is there a charge?
No. If you happen to miss a Live Stream class you will be notified via text or email. Late cancel fees only apply to In-Person classes.
What is Your Space?
“Your Space” is located in the Moon room and has been set up to safely accommodate two students at a time throughout the day. Use one of our tablets and wireless headphones or bring your own device to move through a LAB+home pre-recorded class. Enjoy the warmth of the room, the quiet reprieve of intentional space and the familiarity of community.
What is the cost?
At this time, it is exclusive to members and included in membership fees.
How do I sign up for Your Space?
Through the Classes Tab, look for Your Space. All booking, waitlist and registration policies apply.
Do I need to have a LAB+home membership?
LAB+home is included in your LiveWELL+ and SunRise+ memberships. Sign into the Mobile App through the tablet provided.
Can I practice anything?
Yes, this is a healing and sacred space for you to create your individualized experience. Fill it with what you need – whether that is warm Roots, restorative Yin, dynamic Flow, full body Fit or Meditation.
How long do I have access to the room?
The time slots are 60 minutes long. Within this time you are required to sanitize upon entry and exit.
OUTDOOR YOGA + FITNESS
Does my regular membership or do my regular passes work to sign up for Outdoor classes?
Yes they do, sign up using existing passes, or hold your passes on the back burner and purchase the Outdoor 10 pack for $100 to save.
Where are Outdoor Classes Located?
- HOLLYWOOD PARK
- In between Fairfeild and Earle.
- Class will run close to the playground.
- If this location is occupied we will run classes between the restrooms and the baseball diamond
- STICKY WICKET ROOFTOP PATIO
- Enter Rooftop Patio off Courtney St
- Follow the arrows up the Stairs to the Rooftop
- Once outside, turn right to the sandy and deck style patio side.
What do I bring?
Please come ready to practice: Bring a mat, water, props, sun protection and layers to stay comfortable in the outdoors. Hand sanitizer and mat cleaner will be available. We must leave the space as we had found it, please be sure you are taking all your belongings with you.
Do I need to wear a mask;
Masks are required until you arrive at your mat. Masks are optional during practice.
What happens if the weather is poor?
We will be watching the weather forecast, if it calls for rain or high winds, or if there is clearly very poor weather conditions, the teacher will be making the call to cancel class 2 hours prior to the scheduled time. You will receive an email if the class will be canceled. Additionally, when you take a look at the schedule on your app or through the browser you will see the class listed as canceled.
What happens to my drop-in class if the class was canceled due to weather?
In the event of a cancelation, whether you used a drop-in or one class off a 10 pass, the pass will be applied back into your account to use for another booking.
I do not receive emails, or text notification from you – how do I check/turn on my communication preferences?
Go to your google chrome or safari browser and search ‘Yoga Lab Victoria Mind Body Online’ Or this link and login from there. Once you are logged in, the ‘My info’ page should open up, select to ‘Edit’ your personal section and scroll to where it says ‘What do you want to hear about?’ Next in reminders and schedule changes, ensure you have your email/text notifications turned on.
Is there a charge if I need to cancel my pre-registration?
Late cancel/no show fee of $20 will apply if you cancel your registration less than 4 hours prior to class start time. We are only permitted 9 students, so every spot is valuable. If your late cancellation or no show is due to health reasons, please reach out to the studio via email – firstname.lastname@example.org.
How does the waitlist work?
Waitlist is enabled. Up until 4 hours before the class start time, when a spot opens up, the first person on the waitlist will receive a text notification asking to accept or decline the spot in the class.
RETAIL & PURCHASES
Do you sell mats, props and other cool retail products?
We sure do! Take a look at our offerings online and reach out to email@example.com for retail hours.
Can I pay using cash?
Until further notice we are a cashless studio. We can accept debit/credit cards for in studio purchases and recommend using the tap feature.
Where can I set up my secure payment method?
You can use the LABCommunity app to purchase classes. From the main Menu, look under ‘My Info’ for the Buy tab. Choose ‘In Studio’ and select the pass you’d like.
If I have arrived at the studio and have questions about a policy before or after class, who do I talk to?
Students are welcome to pass along feedback to a staff member when they are in the studio. If a staff member isn’t available, please send an email so we can connect with you. Our teachers are responsible to support the overall needs of many individuals before and after class. It is not their job responsibility to work through individual concerns but to pass them along to the leadership team for follow up.
What if I feel concerned with the protocols being followed during class?
We value your experience, if you are having a negative experience during class it is difficult for us to resolve it in the moment. We do encourage students if they feel uncomfortable with how things are proceeding to leave the class, and follow up with the studio afterwards.
I just had a concerning experience in the studio, who do I reach out to?
You can reach out directly to firstname.lastname@example.org for any experiences in the studio that fall short of our commitments to you. It is deeply important to each of us to create a sustainable business model and keep our community healthy and safe. We are committed to working through every single concern.
Do I have to wear a mask during practice?
Yes, masks must be worn at all times.
I am medical mask exempt, can I come to practice in Studio?
Throughout the past year, we have worked diligently to ensure the studio is as safe a place as possible for our community to practice. Our safety measures include reduced capacity and heat, physical distancing, amplified cleaning protocols, limited access to facilities and mandatory masks. We have consulted with our Environmental Health Officer for support in understanding our role as a private business to meet the needs of members of our community with a medical exemption to wearing a mask.
As a private business, Yoga Lab Victoria has determined that all individuals who enter the studio must be wearing a mask even while practicing. We recognize that there are individual circumstances that create barriers for some to access non-essential services. To accommodate members of our community who are exempt from wearing masks as well as those who are unable to practice at the studio for other health-related reasons, we have created LAB+home, our virtual studio and have a daily offering of Outdoor classes. In addition, we have ensured that members are able to cancel or pause their memberships without hassle or consequence if our current operations through the pandemic do not meet their needs.
When are teachers, ambassadors or staff required to wear their masks?
Our teachers, ambassadors and staff follow the same protocols as our students.
How do you determine your policies around contact tracing?
Contact tracing is the responsibility of Island Health, not Yoga Lab Victoria. We have created systems that support clear contact tracing: pre-registration for classes and no student crossover between classes are two of these systems.
What are your cleaning protocols?
Classes are scheduled to allow for ample time in between to clean and sanitize the practice room, washrooms and other high touch areas (such as door handles, countertops, credit/debit machines) in the studio.
Several hand sanitizing stations have been installed throughout the facility, and all persons must sanitize their hands upon entering and exiting the studio.
We continue to use Oxivir Plus Disinfectant Cleaner Concentrate as our primary cleaning solution. It is a tuberculocidal, virucidal, bactericidal, fungicidal, broad-spectrum sanitizer. This product is hydrogen-peroxide based, EcoLogo certified and developed for use in medical and healthcare establishments. We follow the manufacturer’s recommended dilution ratios for both disinfection and broad-spectrum sanitization.
How does physical distancing look in the studio?
We’ve placed handy-dandy floor markings to indicate mat placement , making it easy to move through the space while upholding physical distancing. Read about our studio etiquette, which includes physical distancing practices.
Only one person is to be on the staircase at a time, please provide the right-of-way to the person who is on the landing.
How is Yoga Lab staying up to date on current developments?
The Yoga Lab Leadership team is committed to ensuring the studio is operating in cooperation and in compliance with the directives of the Provincial Health Officer. We maintain regular communication with our Environmental Health Officer who has been supportive of our protocols.