Customer Service Procedures​
​Entering the Studio
Students are requested to use the main entrance to Hatchery Hill Yoga(Cahill Main) when arriving for classes, workshops series an events. If you do enter through the back entrance, please observe respect for any classes in session as you open doors and walk through the hallway. Upon arrival, students are requested to remove their shoes and check in at the front desk before entering the studio space.
​Belongings
Please leave belongings such as coats, bags, mat bags, purses, etc. in the reception area as to keep the yoga studio space free of these items. If there is no one working the front desk and you have valuables with you, please leave them in your vehicle or find a space in the studio where you can leave these belongings without being in the way of other students.
​Cell Phones
We ask that you please silence or turn off your cell phone upon entering the studio. We request that all cell phones are left in the reception area.
​Intake Form
We kindly ask that all students attending classes at Hatchery Hill Yoga fill out a student intake form. We use this form to obtain valuable information such as emergency contact information and health concerns. Your information is kept confidential in our secure database. To save time at your first visit feel free to print and fill out this form our at home prior to attending your first class.
​Liability Waiver
It is required that all students attending classes at Hatchery Hill Yoga sign, date, and have on file a liability waiver. Those students who attend that are under 18 will need to have their parent or legal guardian sign and date the liability form. To save time at your first visit, please feel free to print and sign this form prior to attending your first class.
​Children in Adult Yoga Classes
The minimum age to attend classes at Hatchery Hill Yoga is 14. We will be offering special classes for students who are under 14 that are more body/age appropriate for these students. It is up to the parent/guardian to decide whether their 14+ aged child is able to be respectful of the space and other students during classes, and that they can handle the demands of the class (observing quiet, honoring their own body's needs, etc).
​Inclement Weather Policy
If hazardous weather arises, Hatchery Hill Yoga may cancel classes, events, workshops or series. During winter months, if Madison Metro Public Schools are closed, Hatchery Hill Yoga will be closed. Since some or our teachers come from outside the area, we may cancel classes even if MMPS is open. This information will be communicated to our students on our voicemail, the website, our facebook page and if possible via email.
Customer Service Policies
​​Payments
Payments for classes, events, series and workshops will be due at the time the service is rendered. There is a $35 fee for any returned check.
​Class Passes
Class passes expire 6 months from the date of first use.
Class passes that have been partially used are non-refundable.
Pass expiration dates are not extended with the exception of health or illness that limits or restricts yoga practice. Verification from a doctor or other health care provider may be required in these cases.
​Pass Sharing
Class passes may be shared between spouses, legal partners or parents and children.
​Pre-Registration
Preregistration is encouraged but not necessary for group classes, and is required for workshops, series or special events in order to reserve your space.
​Class Cancellation Policy
If you sign up online for a class and end up needing to cancel your reservation within 4 hours of the class start time, your pass will not be deducted a session. If you cancel with less than 4 hours to the start time of the class, your pass will be deducted a session.
​Refund Policy
All sales are final. However, if you are unhappy with your purchase, please contact us. We will openly listen and discuss a compromised solution. Customer satisfaction is our utmost priority, however we must also maintain respect for the sustainability of our business as well as fairness to other students.
​Workshop or Series Cancellation Policy
Workshop and Series cancellations may be made up to 24 hours prior to the workshop or series start date for a full refund. After this time frame, cancellations may still be made, but the cost of the event will not be refunded.
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*Hatchery Hill Yoga reserves the right to cancel or change the date of a workshop, series, or special event at any time. It is our desire to do our best to notify all students by email, website posting, mindbody online schedule, facebook and verbal announcement as soon as a decision has been made. If you are unable to attend a rescheduled workshop, series or event, we will offer you the option of account credit or a full refund.
​Inclement Weather Cancellation Policy
Instances may arise in which we may need to cancel a class, series, workshop or event due to weather. In this case, we will reschedule and will carry out refunds accordingly for those who may not be able to attend the rescheduled date. If we cancel a regularly scheduled group class, you will not be deducted a class from your pass as a result of the cancellation.
​Private Yoga Session & Massage Therapy Cancellation
Sessions cancelled 24 hours prior to the scheduled appointment will not be subject to a cancellation fee. Sessions that are cancelled in less than 24 hours of the appointment start time, will be subject to a 50% cancellation fee. This is a courtesy to our instructors. Exceptions may be made due to extenuating circumstances such as an emergency or illness. No-show appointments will be charged at 100%.
​Registered Yoga Teacher Discount Rate
To support our community of yoga instructors, we offer a 10 class pass at the reduced rate of $115 for yoga teachers who are currently registered with Yoga Alliance. Proof of registration with YA will need to be provided in order to receive the discount rate therefore, these passes may only be purchased in person and are not available for purchase online.
​Introductory Offer
To support students who are new to the Hatchery Hill Yoga community, we have a special Introductory Offer: $50 for unlimited classes in your first 30 days. Students may only take advantage of this offer once, and this option must be activated in their first month of attendance.
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