Frequently Asked Questions

HOW WE DO THINGS
Wow, there’s a lot of information on this website.

There is! We’ve taken the time to include as many details as we can so you can get a real sense of who we are and how we do things. We also like to think our explanation of things here allows our personality to come through a little bit, and as you might be able to tell if you follow us on social media we don’t take ourselves too seriously. We know that it’s important to be not only be good at what you do, but also open, friendly and approachable too. So we do have a lot of information on our website, and there’s even more on this page too. But if there’s something that we haven’t covered off and you’d like to talk about then just get in contact. Or pop in for a cup of tea and a biscuit.

HOW WE DO THINGS
What's a Fully Integrated Clinic?

We’re not the only facility in Horsham that provides wellness care in terms of physical, holistic and wellness therapies, however in some cases there are simply different independent therapists working independently in the same building. At Total Therapy Studios, all our therapists work together to support you. It's rare that one type of treatment can fix everything (despite what some people will tell you), and therefore this multi-disciplined approach all under the same roof means that you'll be supported by some of the best therapists in the South all working together.

HOW WE DO THINGS
Are you going to tell me I need treatment three times a week?

Nope. Well, it's unlikely anyway.We believe that our role is to get you understand your body better, and therefore help yourself on the road to wellness. In many cases, our sports therapists will give you some bespoke exercises that you can do at some to help get you body to do what it's supposed to do. It's all about education, and helping you live your life in the best way you can.

HOW WE DO THINGS
Do you have any reviews, or client testimonials that I can read?

We do! Many of our clients are kind enough to write about their experience at Total Therapy Studios. You can read about real life experiences by clicking here. Many of these are from reviews on Facebook or on Trip advisor, and many of these are from emails and letters of thanks. Some of our clients also mobilised to enter us into a local business awards, where we were a finalist in the categories of both Customer Service, and also Ourstanding Contribution to the Community. Due to the clinical nature of what we do of course the names have been changed, and we never share your kind words without permision. More recently we've started using Trust Pilot and so you can follow that link too to read more feedback..

HOW WE DO THINGS
Do you have gift vouchers available?

We sure do. Gift vouchers are available from us so you can treat friends, family or colleagues to treatment or classes with us. When you get one we’ll put the voucher against their account with us (or create one if they’re not already a client) so they can redeem their voucher at their leisure. We’ve got a couple of nice vouchers too so you’ve got something to give them.

HOW WE DO THINGS
I got an email from you as it’s my birthday. What’s this about?

It’s one of the many ways that we like to reward our clients. In the month of your birthday we’ll send you a voucher that you can use to have 30% off any treatment or therapy. Sadly you can't use this 30% against class packs, but it’s a great way to get a treatment at a discounted price, especially one of the more ‘pampering’ holistic treatments that Michelle or Linda offer.

HOW WE DO THINGS
Do you have changing or locker rooms?

Despite the amount of classes we run our two premises aren't that big. Therefore we don’t have specific locker rooms (like you may be used to in a country club, or the Pavillions). However we do have a cloakroom where you can store shoes, coats and your outside bags, and our toilets are of a size where most of our clients change.

HOW WE DO THINGS
I've been following you on Facebook and it all seems very light-hearted.

Well, we're a happy bunch here at Total Therapy Studios. Often we know that people can be a little bit nervous about health care, so whilst we take your care very seriously indeed, we like to do it with a smile. But yes, we admit it- often pictures of cats and other such silliness do end up on Facebook page. We've got a great engagement with our clients, and a lively communuty there, so why not follow us to stay in the loop?

HOW WE DO THINGS
This all sounds great - can I come and have a look around?

Sure - we love visitors. If you tell us you're coming then we might even put the kettle on and get some biscuits out! All joking aside, it'd be great to see you so pop in any time. Our opening hours are on our contact page.

CORONAVIRUS
What are you doing about CoronaVirus?

As you can imagine the last couple of years have been an enormous challenge for society as a whole. We've done everything we can to keep everyone safe and secure, and even now at this time it's something we still consider. We continually adjusted our operating protocols as the situation changed, and these procedures have paid off as we have never had a confirmed transmission at our studios. Our current processes reflect the guidelines from UK Health, and our governing bodies whilst balancing the environment in society as a whole. We have shared details of our current protocols on the CoronaVirus page on this website, and you can read them by following this link. We also include information about the current processes on all class and appointment communication.

CORONAVIRUS
Will I be charged if I have to cancel due to CoronaVirus?

We are exceptionally sympathetic to anyone who contracts Covid-19 and have hightened procedures to ensure we keep our team and clients safe. Our cancellation policy is generous, with no charges applied if people cancel due to circumstances or sickness with more than 24 hours before their class / appointment. As we act as agents to our team we also have a responsibility to maintain this to protect commercial viability. Sadly at the moment if clients are unwell and unable to attend their appointments, it is often caused by CoronaVirus and therefore we're regrettably not automatically able to waive cancellation charges due to Covid 19. However, please get in contact, and we'll try and be as flexible as possible.

CLASSES
All I want to do is come along and do some Pilates? Why do I have to attend an induction?

What's vital for us is that your experience of coming to classes is as effective as it can be. It's important that we find the right class for you, with the right instructor, to make you sure you get the most out of them. It's also good to get an understanding of what you're looking for and any physical challenges you might face. Some facilities have 'open enrollment', where anyone could attend any class of any level without due consideration of suitability. This could mean that not only do you not benefit from the classes, but you could do yourself a mischief too! So by inviting you to a one-to-one session before you take part in any classes allows us the time to understand you and your needs, and how we can help.

HOW WE DO THINGS
This is a lovely website - who made it?

Clearly this is a shameless plug from our web guy. As well as supporting Total Therapy Studios, Dom works as a designer. He does all of our branding and marketing, and yeah this site too. You can visit his website by clicking here.

CLASSES
Why do your class passes expire after six months? Can I get a refund if I don't use them?

We have a six month expiry on our class passes to give clients ample time to use them. Even with our ten packs, this gives over 25 weeks to use them so even if you only came once a fortnight you'd still have plently of time. If our passes had no expiry date - or were refundable - it could cause all manner of commercial issues, so we do have a 'use them or lose them' policy in place. We feel this is more than fair and appropriate; after all you wouldn't ask for a refund of your gym membership for that month if you didn't go! In certain circumstances we are able to offer transfers of credits, and you are able to gift them to a friend if you come with a partner, for example.

EQUIPMENT CLASSES
Can I see how many credits I have left, and buy more online?

Using our online class management, you're able to see how many credits you have. Please note that the system shows how many you have left, as opposed to how many you've used in a specific pack, and you can have multiple packs running at the same time.

CLASSES
I've done classes before and there were so many people. Are you different?

Completely. Our classes have a maximum of ten people in them at Denne Parade, and just eight at Carfax. The reason for this is so that our instructors can work with you, and keep an eye on how you're doing, and make sure that you're doing everything right. We've seen Pilates classes where there's 30 people in a dusty village hall and an instructor at the front demonstrating, and no-one really sure if they're completing the movements right. We're essentially the opposite to that. And as of course we're fully integrated, our instructors have access to the details if you're seeing any other of our therapists. This allows them to really work with you.

CLASSES
The class I want to do this week is full. Can I enrol myself on a wait list?

You can. This is only available for certain classes at the moment, however you can see this if you look at the full classes online. Here's how it works:

If a space becomes more than 24 hours before a class happens, then you will be automatically enrolled onto the class and will receive an email telling you that you've been put on the class and that we'll be expecting you. Therefore, please only enrol yourself onto a wait list if you are free to come. If you decide you don't want to come after this automatic enrolment has happened, then please let us know, otherwise you'll be charged. You won't be automatically enrolled less than 24 hours before a class though.

If a space becomes available less than 24 hours before the class, then we will email all clients on the wait list to offer a place. As enrollment won't be automatic, we ask clients to let us know if they would like the place. You can either enrol online, or call or email us, and as always spaces will be offered on a first-come-first-served basis.

CLASSES
Do I have to use your online system? I like talking to people and emailing in.

That’s no problem at all, if you don’t want to use the online system that’s fine and we’re never going to force you to do so - although we strongly advise you to use it! But if you'd like to speak to us direct you can call or email us, and we'll help you with managing your attendance. That said, if you use the online system you're more likey to be able to get on classes, and keep a better track of your credits etc.

CLASSES
If I take myself off a class, does it affect my permanent place?

No. The unique system that we have for ‘guaranteed permanent places’ won’t be affected. You’ll only have the facility online to book yourself onto, or remove yourself, individual classes. If you're removed from a class the email will read that your 'registration has been cancelled', but as above this is only registration for that class; no permanent places can be modified or lost using our system.

CLASSES
If I cancel a class with less than 24 hours notice will I be charged a credit still?

Our cancellation policy for a class is 24 hours for matwork classes - and 48 hours for Equipment Classes. Therefore if we have less notice than this that you won't be coming then you will be charged a class credit. Many of our clients do the same class week in week out and it's part of their routine. And, more importantly, with our online system clients also have the ability to check your upcoming schedule at any time, so it's possible for you to have a greater awareness of what classes you're booked into. So, yes. We have this policy in place to encourage attendance, which is good for everyone.