POLICIES


booking policies + Cancellations

Booking

When registering for classes/workshops at Update Row you are required to create an account. I know it’s tempting, but please use an email account that you use and check frequently as well as the best phone number to reach you in the case of inclement weather cancellations. We have invested in our software system for your convenience, we promise! Once you register your account and your first class, you’ll be in our system and will be able to easily register and pay for future classes. 

Privacy Policy

Any personal information you choose to give us will only be used to help us provide you with the highest quality services, products, and support. We will never share your personal or financial information with any other party. We do not share bank or credit card information with any outside parties.

First Time Clients

We recommend arriving at least 5-10 minutes early. Depending on the time of the class, we may lock the doors once class has begun and we don’t want you to miss your workout! The first 5-10 minutes of class is focused on warming up on the rowing machine and working on proper rowing form, which is essential to first-timers.

Cancellations

We understand that life has unexpected surprises and you will not always be able to attend the classes you sign up for. If you can’t come to class, you can cancel your reservation up to 2 hours before the class starts. You may also email us at info@upstaterow.com to cancel your reservation if you aren’t able to cancel online or via our app. If you email, please use the subject “cancellation” and make sure to include your name and class that you were registered for in the body of the email.

If you are not able to cancel at least 2 hours before the class, but still notify us that you aren’t coming, our late cancel fee is $10. However, if you don’t show up and don’t let us know, you will be charged for the class (or $15 for those on an unlimited pass/membership).

Waitlist

If a class is fully booked, you can opt to be placed on the waitlist.  If a spot opens, the first person on the waitlist will be automatically added to the class roster and emailed. You have a 2-hour window to cancel your class reservation without being charged. Therefore, if you place yourself on the waitlist, make sure to check your email!

Refunds

Refunds are typically not issued for short term services such as drop-in, 6 packs or one-month unlimited class options. However, your health, happiness and satisfaction are important to us. Therefore, refunds are issued on a case-by-case basis. In the case of an injury or health issue, your purchase may be transferred to another individual or used at a later day (with the adjustment of the expiration date).

For monthly membership enrollment a notice of cancellation must be received no later than the 30 days before the month in which cancellation is intended. Failure to issue timely notice will result in additional monthly draft/charges, which shall be nonrefundable.

Age Requirement

You must be at least 18 years or older to participate in classes/workshops at Upstate Row. However, clients 16-17 years old can participate with a parental sign-off waiver. Regardless of your age, we recommend that you are at least 95lbs and 5ft tall to get the most out of the Concept2 Rower used in classes. If you have any questions or concerns about age/weight/height requirements, please email info@upstaterow.com