Support

We're Here to Help!

Most questions can be answered using the frequently asked questions outlined on this page. Please review FAQs before reaching out to our team for assistance.

Mobile App

Help! I can't remember my password/My password doesn't work.

You can simply reset your password using this link.

How do I download the Bronx Yoga Lab App?

Click here to download the Bronx Yoga Lab App.

Why is some of my purchase and attendance history missing?

Historical data like your attendance history and purchases were not transferred from Wellness Living into Mariana Tek. All data is available starting from April 13, 2022.

Why can't I book classes in the Achieve App?

As of April 2022, Bronx Yoga Lab is no longer using Wellness Living for booking and payment. Payment and attendance history will remain there until June 2022 as we complete the transition. Please download our new app and follow the instructions to reset your account.

General Studio Policies

How early can I arrive at the studio before class?

Doors typically open 25 minutes before the start of each class. Please don't arrive any earlier not to cause too much congestion in the locker rooms and lobby.

I'm running late. Can I still get into class?

Doors are locked 5 minutes before the class starts. Please be on time. Late students will not be admitted into class.

Can I leave class early?

Please plan only to attend classes you can complete. Requests to leave early from class will not be accepted and will result in you being removed from the class and credit returned to you to use at another time.

Can I bring my cell phone into the hot room?

The studio is meant to be a peaceful and quiet space. Take time to unplug and give yourself a break. No cellphones in the yoga room. All electronics should be silenced at all times in the lobby and turned off in the yoga room. We strongly discourage the use of cell phones; if you need to take a phone call, please step outside in the hallway.

What is the studio policy on minors under 18 years old?

Children ages 12 and under are not permitted to attend classes at the studio. Children between 13 and 15 must be accompanied by a parent or guardian. Children 16 and over must attend their first class with a parent or guardian present, after which they may attend future classes on their own. Waivers for each minor must be signed by a legal parent or guardian.

I'm submitting a gym reimbursement claim with my insurance or employer. How can I get my attendance history?

You may submit your request by emailing us with the dates of service you are required to submit. If any additional forms need to be signed by management, attach the completed form to your email as well. Please allow 7 business days (excluding weekends) to process your request.

What forms of payment do you accept?

We accept cash, check, Visa, Mastercard, Discover, American Express, Apple Pay, and Google Pay.

Can I request a refund?

All sales are final after purchase. There are no refunds.

Class Cards and Memberships

How long are class cards valid for?

All 5- and 10-class cards are valid for 90 days from the date of purchase. High-volume class cards may have extended validity. Please confirm at the time of sale.

Class cards purchased prior to October 4, 2022 are not eligible for any extension on the validity of their class card. Please email us to inquire about your rollover options.

NOTE: You cannot make a class reservation on the expiration date.

How long are class packs valid for?

Class packs and promotional offers are valid for a set period time determined at time of sale. Please review carefully before purchasing as unused classes WILL EXPIRE on the expiration date and CANNOT be extended.

NOTE: You cannot make a class reservation on the expiration date.

My class card expired. What can I do?

Remaining credits on class cards purchased after October 5, 2022 may be rolled over with the purchase of a new class card plus a $25 class card rollover fee. Rollover credits will expire 90 days from the date of processing and cannot be rolled over again. To roll over any expired credits from a class card, please purchase a new class card. Then, email us to process the rollover. Note: You must have a credit card on file in order for us to process your request.

If you purchased a class card prior to October 4, 2022, please email us to inquire about your rollover options.

Unused classes as part of any membership package, new student offer, class pack, or promotion CAN NOT be rolled over.

Can I use a class from my class card to register for a Community Class?

Note that Class Card credits are higher than the price of a single Community Class. Due to overwhelming requests, we are allowing students with class cards to book into these classes. If you wish to pay the lower price, you must buy the “Single Community Class” first on the Buy Page, then book the reservation and select your recently purchased credit option at check out.

Can I share my class card with someone?

Class cards can not be shared. However, you may bring guests with you to class using the "Bring a Guest" feature in the mobile app using your class card. Both you and the guest must be enrolled in the same class to use this feature.

Class credits as part of any membership package, new student offer, class pack, or promotion CAN NOT be shared.

What benefits are included in my membership?

All memberships include:

Priority booking for all classes 14 days in advance.
15% off all merchandise (Excludes beverages, snacks, and electrolytes).
Additional discounts on additional classes, workshops, and events.
One complimentary guest per month (must be a new client to the studio).

Premium memberships also receive complimentary mat and towel, as well as, waived late-cancellation fees.

Can I upgrade my membership?

Of course, you can upgrade your membership! You can not, however, upgrade your membership midcycle. You must exhaust your current membership benefits or complete your current cycle (whichever comes sooner). Your billing cycle may change when you upgrade.

How do I bring a guest using my membership benefit?

You may bring ONE guest with you to ONE class each month (must be a new client to the studio) using the "Bring a Guest" feature in the mobile app. Both you and the guest must be enrolled in the same class to use this feature.

Can I place a hold/freeze on my membership?

Once a membership is purchased, you cannot freeze it for any reason other than for medical injury or pregnancy. If you are requesting a medical freeze, please email us with your request and attach a valid doctor's note.

How do I cancel my membership?

Cancellation requests must be received in writing by emailing us at least 10 days before the next renewal date. Your membership will remain active until its expiration date upon cancellation. Cancellations via phone, SMS text, or social media messenger will not be accepted.

Memberships purchased after October 5, 2022 require a 2 month commitment. Requests for termination prior to reaching the contract commitment will be subject to a $25 early-termination penalty due immediately at contract termination.

Class Booking Policies

How soon can I make a reservation for class?

Members may book classes up to 14 days in advance. Class cardholders and other packages may book starting 7 days before. Workshops are typically open for booking 30 days in advance for everyone.

How many classes can I take in one day?

No more than two classes per day. At the discretion of management, we may require you to supply us with a doctor's note to ensure you are fit enough to do so.

What happens when I early-cancel a class reservation?

Nothing. The class is returned to your studio account.

What is your late-cancel/no-show policy for classes?

You must cancel your class reservation at least 4 hours prior to the start of class to avoid a penalty. Students with class cards, class packs, and new student packages will lose the class credit. Basic, Prime, and Annual Members will be charged a $10 Late-Cancel/No Show Fee AND lose the class credit. Premium members will not be assessed Late-Cancel/No Show Fees, however, the class credit is still pulled from the package.

What is the wait-list policy?

If you’ve made an online reservation and have not checked in 5 minutes prior to class start time, your spot will be given to a student on the waitlist. If we give your spot away, the class credit will be returned to your account with no penalty. Late-cancel/no-show reservations are still subject to the Studio's policies.

I'm on the wait-list. Will I be alerted when I'm off the wait-list? Should I show up for class?

We make every effort to get students on the wait list into class. The system will automatically alert you at least 3 hours prior via email if you have been removed from the waitlist and have been enrolled into the class.

If you have not been alerted via email before the 3 hour contact window, you are more than welcome to visit the studio and try to be admitted into class via our in-studio wait-list policy.

Staff begin giving away spots to students on the wait list 5 minutes before the start of class in the order each reservation was made. You must be present and on the waitlist when your name is called to be admitted into class. We kindly ask that you do not change or set yourself up in the yoga room until you have been admitted into the class by a staff member.

I booked a workshop. I can't attend anymore. What can I do?

You must cancel your workshop reservation at least 24 hours prior to the start of the workshop to avoid a penalty. If you cancel within 24 hours, you will loose the workshop credit. If cancel ahead of the cancelation window, you may request that an account credit be placed on your account for the value you paid. Please email us to process your request.

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