We are dedicated to fostering a welcoming environment of inclusivity, respect, and encouragement, so that all members can participate fully and comfortably. Use kind and respectful language, and always respect personal boundaries, asking for consent before offering assistance or advice. Follow all safety guidelines and report any issues promptly to management. Take responsibility for your actions and their impact on others, always striving to create a positive and supportive community!

If you have any questions or concerns, please reach out for a dialogue with management.

To provide the best service and ensure timely responses, please follow the communication guidelines below based on the nature of your request:

General Inquiries & Non-Urgent Requests

For questions about classes, memberships, bookings, or general inquiries, please use email whenever possible:

• Email: hello@refugeaerial.com

• Response Time: Within 3 business days.

Examples of Non-Urgent Requests:

• General questions about class times, availability, or pricing.

• Membership inquiries (e.g., sign-ups, billing, or cancellations).

• Requests for future party, event, or performance quotes.

• Schedule changes that don’t require same-day responses.

Urgent Requests

For urgent or time-sensitive issues, such as same-day class cancellation issues or last-minute booking changes that you are unable to complete in our mobile app, please use the phone or text:

• Members & Students: Call or text 225-425-8830 for urgent matters related to classes, scheduling, or safety concerns.

• Public (Events & Bookings): Call or text 225-755-9117 for urgent event or performance-related matters.

Examples of Urgent Requests:

• Same-day class cancellations or schedule changes.

• Safety concerns, injury, or health-related issues affecting class participation.

• Last-minute changes or concerns regarding upcoming bookings, events, or performances.

Communication Guidelines

• For non-urgent matters, we ask that you use email to help us manage communications efficiently. Allow up to 3 business days for a response.

• For urgent matters, call or text the appropriate number, and include your full name and a brief description of the issue for quicker handling.

Office Hours

Feel free to email or text at any time that is convenient for you. We will respond within 3 business days during our weekly office hours:

• Tuesday & Thursday: 9 AM – 4 PM

• Wednesday: 9 AM – 2 PM

• Friday: 1 PM – 3 PM

Workout clothes work the absolute best for aerial classes! Tight fitting clothing or at least a full length shirt and leggings helps make sure you don’t get caught on your apparatus. Long leggings are recommended to protect your legs (Absolutely NO zippers please. Our fabrics thank you!). Loose shorts with tights underneath are also acceptable. Please don’t wear any lotion or oils the day of class as they will damage the fabrics and make your grip slippery.

DO NOT wear jewelry on your fingers or wrists. Permanent jewelry will be taped over. Zippers and embellishments will be taped over, or you will not be permitted to join class. We have cubbies for your belongings and tape for necessary adjustments.

Due to the physical nature of aerial activities, participants experiencing symptoms of illness are asked to stay home and will be asked to leave to avoid transferring germs to other participants and the apparatuses.

It is up to the discretion of all Refuge Aerial staff members to prohibit any student from participating in any activity for the safety of the student, instructor and/or other students.

Students who miss a class or have a late cancellation due to illness will not be charged a late cancellation fee and will be allowed one class credit to make up the class. Please inform the studio ahead of time to arrange for class credits or rescheduling. This allowance will only be available once per month and is offered at the discretion of Refuge Aerial.

You may cancel 8 hours before class start time with no penalty. Your pass will be added back to your account to be used before the pass expiration date.

The class roster will lock and not accept any more registrations for that particular class 60 minutes prior to class start time. Those on the waitlist will be notified of any open spots 2 hours before class start time. If you are added to the class and do not show up to class, the system will enforce the no-show fee. If you are added to the class and cancel during the late cancellation window, you will be charged a late fee and lose your pass.

If you are unable to make a class that you are waitlisted for, remove your name so the person next in line has a chance to take the class.

If you are unable to sign up for a class due to locking times, please message the studio or call at 225-425-8830 to book.

Failure to cancel your class 8 hours prior to class start time OR not showing up for class will result in a loss in a pass for pass holders plus a $5 fee or a $5 fee for unlimited memberships. The first late cancellation and no show will be forgiven and not charged, but every late cancellation after will be enforced. Fees will be charged to your card on file the day after your late cancellation/no show.

Late cancellation and no-show fees are enforced out of respect for our instructors, facility, and students. We know life happens. Contact us to let us know what’s going on, and we are happy to accommodate you within reason.

When a spot in the class becomes available, our system will automatically send an SMS to the first person on the waitlist, asking them to confirm that they want to be booked into the class. The empty spot in the class will be reserved until the system has gone through everyone on the waitlist or until someone is booked into the class from the waitlist. Customers who don’t have a phone number on file will be contacted via email.

If the first person on the waitlist hasn’t confirmed their spot in 15 minutes, our system will automatically send an SMS to everyone who is on the waitlist and the first person to respond to the SMS accepting their spot will be booked into the class.

Refuge Aerial reserves the right to cancel a class up to 2 hours prior to start time. You will be notified via email and text if your class is canceled. Your pass will be added back to your account, and no fees will be charged for cancellations on behalf of Refuge Aerial.

Here at Refuge, your safety and the safety of our teachers is our top priority. With any inclement weather forecasts, here’s the communication protocol you can expect from us:

- Since forecasts in Louisiana are always changing and never reliable, we will usually wait until 3 hours before class time to make a final decision.

- If we decide to cancel classes, we will always post in our Members Messenger chat group and contact each student signed up for a cancelled class by text.

- You will also receive an email cancellation notice when classes are cancelled.

- Any classes that Refuge cancels due to local weather will be returned as a credit to your account.

If we decide to keep classes open, you will not be penalized for cancelling due to weather concerns. Please listen to your gut and make your decision on whether to come to class based on your own comfort level with driving conditions.

Open Gym is an opportunity for students to practice their skills in a self-guided environment. To ensure the safety and enjoyment of all participants, please review and adhere to the following guidelines:

1. Self-Guided Practice Only:
   Open Gym is for practicing skills that you have already learned and are confident performing without assistance.

   • No Coaching or Spotting: While an instructor will be present during Open Gym hours, they will not provide coaching, spotting, or assistance unless safety is compromised.

   • Safety Interventions Only: Instructors will only intervene in situations where a student's safety is at immediate risk, such as performing a rescue.

2. No Learning New Skills:
   This is not a time to teach yourself new tricks or skills, whether from social media, videos, or other sources. Focus on perfecting skills you’ve already been taught by your instructor.

3. Crash Mat Requirement:
   All dynamic movements (e.g., drops, rolls) must be performed over an 8-inch crash mat. This is non-negotiable and is critical to ensure your safety.

4. Respect for Equipment and Space:

   • Keep shared equipment and apparatus in good condition. Notify the instructor on duty if any equipment shows signs of wear or damage.

   • Be mindful of the space around you and respect other students’ practice time and areas.

5. Personal Responsibility:
   Each student is responsible for their own safety during Open Gym. Ensure that you are physically and mentally prepared to execute the skills you practice.

6. Time Limits and Etiquette:

   • Please be aware of the time you spend on each apparatus to ensure others have the opportunity to practice.

   • Share equipment fairly, and clean up after yourself when finished.

Safety Reminders

• Stay within your skill level and always use crash mats when appropriate.

• If you're unsure about something, ask an instructor for guidance before Open Gym begins.

Open Gym is a time for practice, not progression—prioritize safety and mastery over experimentation.

Classes at Refuge Aerial are organized in four different levels. Each level groups students by skillset and helps ensure our teachers can prepare skills and techniques that will challenge you and keep you engaged!

Review our Class Level Prerequisites in our Resources. To be placed in a class level higher than 1, please schedule an assessment with us.

At our studio, we value the privacy and comfort of all our members. Always obtain permission from instructors and fellow participants before taking photos or videos during classes or events, ensuring that no one is captured without their explicit consent. Photography and videography should not disrupt classes or the focus of participants.

Students may record themselves in classes for personal use only. Students acknowledge and agree that Refuge Aerial classes and curriculum are the exclusive property of Refuge Aerial. Students shall not use, reproduce, distribute, display, or sell any recordings of Refuge Aerial classes for any commercial purpose. Students shall also not use any recordings of Refuge Aerial classes to create derivative works. Students understand and agree that any violation of this clause may result in legal action by Refuge Aerial and dismissal from the studio and/or termination of membership without refund.

If you wish to share photos or videos on social media, please tag our studio and respect the privacy of others by avoiding identifiable images of those who have not consented. Thank you for helping us maintain a respectful and supportive environment.