Booking, Cancellation & Refund Policy —The Plot Twist Studio

Last updated: July 29, 2026 ·

Here's everything you need to know before you book, cancel or reschedule.

1. Booking

All classes and massage sessions must be booked in advance through your Momence account. Booking is subject to availability and class capacity.
Every class has a waitlist of up to 10 people. If you cancel in time, your spot goes to the next person automatically.
All first-time clients must complete the Pilates Participation Waiver & Liability Release before their first class, and the Massage Intake Form before their first massage.

2. Class cancellations

Classes may be canceled or rescheduled up to 12 hours before the scheduled start time.
Cancel more than 12 hours before class and your credit goes back to your class pack or membership, ready to be used again.
Cancellations made within 12 hours of the class, or classes you don't show up for, are considered late cancellations and no-shows, and the class is lost.
Late cancellation fee: $15. No-show fee: $25. These apply to Unlimited members and to 3, 6 and 12 class-pack holders, and are charged automatically each time.
First time-single class and Drop-In bookings are not charged a late cancellation or no-show fee. In those cases the class itself is lost, but no fee applies.
If you cancel in time and your credit is returned to your class pack, that credit keeps the original expiry date of the pack. Cancelling a class does not extend your pack.
Please cancel through your booking account so someone from the waitlist can take your spot.

3. Late arrival

We hold the doors for a 5-minute grace period. After those 5 minutes the doors close and entry is not permitted, for the safety and flow of the class.
If you arrive after the doors close, you will not be able to join the class. It is recorded as a no-show, and the $25 no-show fee applies.

4. Massage appointments

Massage appointments are booked online through Momence. A $50 deposit is charged at the moment you book, and it holds your appointment time.
The remaining balance is charged at the end of your session, once your massage is complete. For example: a 60-minute Swedish massage is $110 — $50 when you book, and the remaining $60 at the end of your session.
All massage payments are made online through Momence. We do not accept cash.
If you need to move your appointment, please do it at least 48 hours before your scheduled time.
Each appointment can be rescheduled once. If the same appointment is moved a second time, the deposit is kept and a new appointment must be booked with a new deposit.
The $50 deposit is non-refundable. It exists to hold your time in the schedule, and it can be carried over to one rescheduled appointment only.
If you do not attend your appointment and did not let us know in advance, it is considered a no-show, and the full price of the session is charged: your $50 deposit plus the remaining balance of the service you booked — for example, $60 remaining on a 60-minute session, or $110 remaining on a 90-minute session.
If you are unable to attend and do not reschedule, but you let us know more than 12 hours in advance, you lose the deposit and nothing further is charged.
Class credits, class packs and the Unlimited membership do not apply to massage appointments.

5. Memberships

The Unlimited membership renews automatically every month until canceled. By purchasing it you authorize us to charge your payment method on each renewal date until the membership is canceled as described below.
The Unlimited membership includes a minimum commitment of 3 months. You may cancel once those 3 months are complete, following the steps below.
Cancellation requests must be submitted in writing and confirmed by the studio. A request does not stop scheduled payments until we confirm it.
Cancellations requested less than 30 days before your renewal date are subject to a $99 cancellation fee.
Any remaining commitment period or outstanding balance must be settled before the cancellation takes effect.
We waive the $99 fee in cases of medical condition, illness or injury, with supporting documentation.
These are the only accepted exceptions. Other situations, including family emergencies, do not waive the cancellation fee.
If a payment fails, we will retry up to three times, and each failed attempt may add a $3 processing fee. Keeping your payment details up to date is your responsibility.
A membership does not guarantee a spot in a specific class. Booking is always required and subject to capacity.
Memberships are personal and cannot be transferred, shared or gifted.
Memberships cannot be paused or frozen. If you need to stop, the membership must be canceled under the terms above.

6. Class packs

Class packs are valid for 30 days from activation. Unused credits do not roll over and are not extended.
Credits returned to your pack after a cancellation expire with the pack, on the pack's original expiry date. A cancellation never extends that date.
Packs are personal and non-transferable.
Class credits can only be used for classes. They cannot be used for massage appointments or any other service, and massage sessions never generate class credits.

7. Refunds

All purchases are final. We do not issue cash refunds on memberships, class packs, single classes, massage appointments or massage deposits.
If we cancel a class or a session, you receive a full credit to your account, which you can use to book again.
Credits, class packs and memberships are never exchanged for money.

8. Photos and video

We occasionally take photos and video in the studio for social media and marketing. You choose your preference when you sign your waiver, and you can change it at any time by writing to us.

9. Health and personal belongings

It is your responsibility to tell us about any medical condition, injury, pregnancy, surgery or physical limitation before class or before a massage. Our instructors and therapists adapt the session to what you share with them, but they are not medical professionals and do not give medical advice.
Please stop any movement that causes pain and tell your instructor right away.
The studio is not responsible for lost, stolen or damaged personal belongings brought into the studio.

10. Changes

The studio may update schedules, instructors, pricing and policies when necessary. We will always announce changes by email before they take effect.

11. Contact

The Plot Twist Studio · 11660 Plano Road, Dallas, Texas.
Questions about a booking, a fee or a cancellation: community@theplottwiststudio.com.