FAQ – Memberships & Blocks

Annual/Monthly memberships

What are the Annual/Monthly memberships?

These are not memberships in the same sense as a typical gym membership. There are no hidden penalties and no small print. Our memberships are designed to be as simple and transparent as possible.

The Annual Membership gives you 200 classes and a year to use them in, along with a number of additional benefits. The Monthly Memberships give you either 12 or 10 classes per month, also with a number of additional benefits.

For monthly Memberships, all we ask from you is a minimum 3-month commitment and 31 days notice of cancellation (in writing please – email is fine). There are no direct debits involved either. Instead we ask you to commit to a minimum of 3 monthly payments to be taken from your nominated credit card.

See below for details of specific memberships.

How do I buy them?

Annual and Monthly memberships can be bought in Studio or over the phone. They cannot currently be bought on line.

What does the Annual Membership get me?

– 200 classes
– 20% off all retail purchases
– 1 free late cancel or no-show per month
– Free access to Masterclasses
– Early invitations to events
– Complimentary Ten water bottle and socks

Annual Membership FAQ’s

How do I claim my complimentary socks? 

Your client advisor will give you these when you sign up or next visit the studio

How do I claim my complimentary water bottle? 

Your client advisor will give you these when you sign up or next visit the studio

How do I find out about Masterclasses?

Upcoming Masterclasses are listed on our Upcoming Events, Courses + Workshops page. You will also see advance notice of upcoming Masterclasses our regular Client Newsletter. You will need to sign up for our newsletters in order to receive them. You can do that here. NB: our newsletters will also let you know about news and developments at Ten that we think may be of interest to you including Studio launches, upcoming events, offers and promotions.

What does advance booking mean and how do I do it? 

You will be able to see and book classes on the schedule past your renewal date while your membership is active. Please note, you will need to have renewed your membership in order to attend advance booked classes.

Can I freeze my block if I go away? 

We do not offer freezes, however, as this is an annual membership you’ll have plenty of time to enjoy your classes.

Can I make monthly instalments? 

No.

What if I change my mind, can I get a refund?

No refunds are available on this membership, but where there are exceptional circumstances, refund requests will be reviewed on a case-by-case basis.

What happens to any unused classes at the end of the membership?

If you renew your Annual Membership any unused classes from the previous year can be carried over.

How do I get the 20% retail discount and what does it cover? 

When you buy the Annual Membership, this discount will automatically be applied to any retail items you buy (clothing, food, drink, hair and skincare, Physio, Massage and exercise products etc.) Please note, this discount only applies when there is a current annual membership in place.

Can I accrue my late cancellations?

No. The Annual Membership entitles you to one late cancellation or no-show per month one per month. However, they cannot be carried over.

How do I use my late cancellations?

Your first late cancellation or no-show per month is free. If you have any further late cancellations or no-shows in the same calendar month, a class credit will be debited from your account. This will happen automatically – there is nothing that you need to do.

What if a class is cancelled, do I get my credit back? 

Yes, we will always return your class credit if we have cancelled a class at the last minute.

What does the 12-class monthly membership get me?

– 12 classes per month
– 10% off all retail purchases
– Advanced booking
– 1 free late cancel per month

What does the 10-class monthly membership get me?

– 10 classes per month
– 5% off all retail purchases
– Advanced booking

Monthly membership FAQ’s

How do I get the retail discount and what does it cover?

The 12-class Monthly Membership entitles you to a 10% discount on all retail purchases. The 10-class Membership entitles you to a 10% discount. This discount will automatically be applied to any retail items you buy (clothing, food, drink, hair and skincare, Physio, Massage and exercise products etc.) Please note, the relevant discount only applies when the appropriate current monthly membership is in place.

Is there a minimum commitment? 

3 months

What is my notice period if I want to terminate?

We ask for 31 days notice of termination. This must be in writing (email is fine.).

What does advance booking mean and how do I do it? 

Although the Monthly memberships entitle you to a set number of classes per month, advance booking allows you to book scheduled classes in upcoming months. Please note, you will need to have an active monthly membership in order to attend advance booked classes.

Can I accrue my late cancellations?

No. The 12-class Monthly Membership entitles you to one late cancellation or no-show per month. However, they cannot be carried over. Please note, the 10-class Monthly Membership does not include any free late cancellations or no-shows.

How do I use my late cancellation?

If you are on the 12-class Monthly Membership, your first late cancellation or no-show per month is free. If you have any further late cancellations or no-shows in the same calendar month, a class credit will be debited from your account. This will happen automatically – there is nothing that you need to do.

Can I roll any unused classes over to the following month? 

No.

What if a class is cancelled, do I get my credit back? 

Yes, we will always return your class credit if we have cancelled a class last minute.

I want more classes this month. Can I top up my Monthly membership?

If you are on the 12-class Monthly Membership, you can buy additional classes at £18.50 each. If you are on the 10-class Monthly Membership, you can buy them at £19.50 each. You can buy top-up classes in Studio or over the phone; they cannot be bought online. There is no limit to the number of top-up classes you can buy, but please note, these classes have a 4-week expiry period.

I’m already on a rolling contract (10 classes) – do I get the perks too? 

Unfortunately not. You will need to upgrade to the new Annual or Monthly Memberships to get the relevant benefits

I’m already on a rolling contract (10 classes) – how do I upgrade to one of the newer options?

It’s easy. Just speak to your home studio. They can get you set up right away. You’ll just need to sign a new agreement the next time you’re in the studio.

I’m already on a rolling contract (10 classes) – how long can I stay on this for?

If you were on a rolling contract before Sept 1st 2018, you can stay on the same contract at the same price, until December 31st. Please note that the rolling contract does not entitle to any of the additional benefits offered by the new Monthly Memberships, however you can upgrade to the new memberships, and their benefits, at any time.

Can I freeze my block if I go away?

No. We do not offer freezes, however, after your 3-month minimum commitment period you can always terminate and reactive your membership when you are home – your home Studio will help you do that.

Class Blocks

I didn't use all my classes within the expiry time. Can I extend it?

If you have bought the block of 10 classes with 8-week expiry and will not be able to use them all in time, you can extend the expiry period for a further 4 months for £20. Other blocks can only be extended in exceptional circumstances and at the Studio manager’s discretion.

Can I freeze the block while I'm away?

We do not offer freezes on blocks for holidays. However if you planning on going away for a long time or travel frequently with work please contact your home studio as are we may be able to help you transfer your classes to a more suitable block.

I'm sick/injured and won't be in class for a while, what happens to my block?

If you are unable to train due to illness, injury or other medical reasons, we are able to extend the expiry of blocks on receipt of a note you’re your doctor, consultant, Physio, midwife or other medical professional.

I came to class but it says I late cancelled/didn't show

All efforts are made to ensure that our sign-in is accurate, however, when you come to a class or session, it is your responsibility to ensure that you have been signed in correctly.