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Studio FAQs

There are 2 FAQ sections: the first for studios who are already on ClassPass and the second section for studios who are new to ClassPass. Please read the relevant FAQs and if there are any further questions, kindly reach out to your ClassPass Country Manager or studios@classpass.com

 


FOR STUDIOS WHO ARE ALREADY ON CLASSPASS  

 

General

Can you tell me about ClassPass? Yes. ClassPass has raised over $250M in funding, including our Series D of $85M in July 2018, led by Temasek.

 

How much is GuavaPass being acquired for? We cannot disclose the terms of the deal.

 

GuavaPass Platform

When will classes no longer be listed on GuavaPass?

As of January 14th at 23:59, classes will no longer be listed on GuavaPass and the GuavaPass platform will be shut down in your market.

 

What happens to my contract with GuavaPass?

Your contract with GuavaPass is terminated effectively of January 14th 23:59. You can continue to list classes with ClassPass according to the terms of your agreement with ClassPass.  If you do not already work with ClassPass and would like to, please contact your ClassPass Country manager or studios@classpass.com.

 

Payments

 

Who will my December and January payment be coming from, so I know how to identify it on my bank statements? Payments will be made by GuavaPass for any bookings listed on the GuavaPass platform. Payments will be made by ClassPass  for any bookings listed on the ClassPass platform.

 

If you have any difficulties tracing your payments you can reach out to your Country Manager or payments@guavapass.com .

 

When does ClassPass make payments?

ClassPass makes payment by the 15th of each month so that adjustments or discrepancies from the previous month can be factored in. If you believe that there is a discrepancy with your past payment (or in your Dashboard), please reach out to your Country Manager before 3rd of the month to discuss this so that the discrepancy can be rectified.

Is there a cut-off date for me to report any discrepancies regarding past bookings with GuavaPass? Yes. Please report discrepancies that you see in the Dashboard by EOD Friday, January 11th for your final payment from GuavaPass.

 

Can I still reach out to payments@guavapass.com for questions on past GuavaPass receipts? Yes, you can until the end of this quarter (March 31st.)

 

 

Will I still have access to my GuavaPass receipts? Yes, you will still have access to your GuavaPass receipts even after the last day of operations. To view your receipts, just visit your GuavaPass studio dashboard or write into payments@guavapass.com for a copy. We will be shutting down the GuavaPass dashboard, but we do not have an exact date at this time. You will be informed before the GuavaPass dashboard becomes inactive, but we recommend you download all copies of your receipts if needed in case you do need records of this information.

 

Operations

 

Can I still access my GuavaPass dashboard after January 14th, the anticipated closing date of the acquisition? Yes. You will still be able to access your dashboard after January 14th. We will be shutting down the GuavaPass dashboard, but we do not have an exact date at this time. You will be informed before the GuavaPass dashboard becomes inactive.

 

I have a termination fee in my GuavaPass contract. Will I incur a termination fee since I’m exiting the contract early? No. The termination fee will be waived.

 

Who can I reach out to if I have any questions on schedules, contracts, or operations? Please reach out to your Country Manager via studios@classpass.com.

 

 

FOR STUDIOS WHO ARE NEW TO CLASSPASS

 

General Info About ClassPass

 

Who is ClassPass? ClassPass, the world’s leading fitness membership, is acquiring GuavaPass, an aggregator of fitness experiences operating in Asia and the Middle East. ClassPass now operates in 15 countries globally.

 

Can you tell me about ClassPass? Yes. ClassPass has raised over $250M in funding, including our Series D of $85M in July 2018, led by Temasek.

 

How much is GuavaPass being acquired for? We cannot disclose the terms of the deal.

 

How does the dynamic pricing model work? Dynamic pricing helps maximize a studio’s revenue with the goal of bringing more traffic to a studio’s low demand spots  and often paying a higher rate for high demand spots. ClassPass’s dynamic pricing algorithm takes a number of factors – such as seasonality, time of day, and other competitive dynamics – to determine the best price for each class. The algorithm users millions of data points to find the most optimal price for every spot. The range of payouts for dynamic pricing is based on a studio’s direct pricing. If you have any questions on the algorithm or your dynamic pricing range (especially once you have launched), you can refer to this article on After Class, or listen to this Webinar. Finally, feel free to reach out to your Country Manager if you have any further questions via studios@classpass.com.

 

Payments

 

Summary of how payments work at ClassPass: Payments from ClassPass are made via Tipalti and you will receive logins to the Portal. Once you receive an invitation from Tipalti, please be sure to complete your banking information as soon as possible so that you can receive funds from ClassPass going forward. Payments are made as a direct deposit into your nominated account on or around the 15th of each month for reservations made in the month prior. So for example, you will receive payments for all January 2019 ClassPass reservations on or around the 15th February.

 

When does ClassPass make payments?

ClassPass makes payment by the 15th of each month so that adjustments or discrepancies from the previous month can be factored in. If you believe that there is a discrepancy with your past ClassPass payment (or if you spot a discrepancy on your ClassPass Dashboard), please reach out to your Country Manager before 3rd of the month to discuss this so that the discrepancy can be rectified.

 

Who will my December and January payment be coming from, so I know how to identify it on my bank statements? Payments will be made by GuavaPass for any bookings listed on the GuavaPass platform. Payments will be made by ClassPass  for any bookings listed on the ClassPass platform.

 

If you have any difficulties tracing your payments you can reach out to your Country Manager or payments@guavapass.com .

 

What if I need to make an adjustment for payments made by ClassPass? ClassPass makes payment in the middle of the month so that adjustments or discrepancies can be factored in. If you believe that there is a discrepancy with your past payment (or in your Dashboard), please reach out to your Country Manager before 3rd of the next month to discuss this so that the discrepancy can be investigated.

 

Is there a cut-off date for me to report any discrepancies regarding past bookings with GuavaPass? Yes. Please report discrepancies that you see in the Dashboard by EOD Friday January 11th for your final payment from GuavaPass.

 

Can I still reach out to payments@guavapass.com for questions on past GuavaPass receipts? Yes, you can until the end of this quarter (March 31st.)

 

Will I still have access to my GuavaPass receipts? Yes, you will still have access to your GuavaPass receipts even after the last day of operations. To view your receipts, just visit your GuavaPass studio dashboard or write into payments@guavapass.com for a copy. We will be shutting down the GuavaPass dashboard eventually, but we do not have an exact date at this time. You will be informed before the GuavaPass dashboard becomes inactive, but we recommend you download all copies of your receipts in the next few weeks in case you do need records of this information.

 

Will there be a change in payment provider if I decide to join ClassPass? ClassPass uses Tipalti to issue payments.

 

Is there a minimum amount of revenue I need to reach in order to receive payment if I decide to join ClassPass? No. ClassPass will issue payment each month regardless of how much you have earned. That being said, if you have not submitted your information into Tipalti, you will not be paid in that calendar month. Your Country Manager will reach out to remind you to complete your information, but it really is your priority to submit this information once you receive the invitation from Tipalti.

 

Who do I reach out to if I have any questions about payments at ClassPass? Please reach out to your Country Manager via studios@classpass.com.

 

Operations

When will classes no longer be listed on GuavaPass?

As of Monday, January 14th at 23:59pm classes will no longer be listed on GuavaPass and the GuavaPass platform will be shut down in your market.

 

What happens to my contract with GuavaPass? Your contract with GuavaPass is terminated effectively of Monday, January 14th at 23:59pm

 

Can I list classes on ClassPass? If you would like to list classes with ClassPass, you will need to sign a new contract in order to partner with ClassPass. Your ClassPass Country Manager will be reaching out soon in order to get this sorted for you.

 

I have a termination fee in my GuavaPass contract. Will I incur a termination fee since I’m exiting the contract early? No, you will not incur a termination fee for exiting the GuavaPass contract early.

 

While I’m waiting to get the contract signed, can I start listing classes on ClassPass? In order for you to list classes on ClassPass you will need to have signed the contract (and completed any further steps that are sent to you by the ClassPass launch team). With this in mind, please be sure to action emails that are sent to you from the ClassPass team with urgency so that your classes can be listed as soon as possible.

 

What are the terms of use for ClassPass? The Terms of use for ClassPass can be seen here.

 

Will I get paid for Late Cancellations and No Shows? At this stage, ClassPass will match your Late Cancellation period (up to 12 hours) and so you will be paid for any Late Cancellations in this window. This will appear in your Dashboard as “Late Cancelled”. Please note that if a ClassPass member Late Cancels and then another ClassPass member takes this spot, you will not be paid twice for this reservation. This will appear in your Dashboard as “Late Cancel Rebooked”. You will be paid for No Shows and these will be reported in your Dashboard as “Missed Class”.

 

Do I need to take attendance? You can take attendance either via the ClassPass Dashboard, or if you do use an integration platform (e.g. MindBody, Zingfit) then you can mark attendance as you usually would via the platform and this will sync into ClassPass.

 

How do I upload my January schedule to the ClassPass portal? If you integrate with MindBody, Zingfit, Marina Tek or Glowfox, your Country Manager will send you a few simple steps so that your schedule can be uploaded (and maintained) automatically on ClassPass. Integration steps for MindBody can be found here and for Zingfit are here. If you have a manual schedule process, you will be able to upload your schedule to the ClassPass Dashboard and instructions can be found here.

 

Does ClassPass help upload my schedule? If you do not work with an integration platform, and have a detailed schedule, the ClassPass team can support you and help to upload your schedule. You can receive support here via your Country Manager at studios@classpass.com. That being said, the ClassPass team encourages you to take ownership of your schedule so that you know everything is as it should be and that there are no errors/ discrepancies. Steps can be seen here.

 

When will we receive training on the ClassPass dashboard? Here is a Webinar on the Partner Dashboard. Please be sure to watch this and familiarise yourself with this before reaching out to your Country Manager with further questions.

 

When will I receive access to the ClassPass dashboard? You will receive access to the ClassPass Dashboard shortly after you sign the Agreement and your studio page is built out. The ClassPass Dashboard is accessible via studios.classpass.com and your email login will be the email account that has been used for the contract.

 

Who can I reach out to if I have any questions on schedules, contracts, or operations? Please reach out to your Country Manager via studios@classpass.com.

 

Marketing

 

Does ClassPass send out a newsletter to consumers and can I be featured in it? No, ClassPass doesn’t send out newsletters to consumers, but we’d be happy to take this into consideration when we do! Please stay tuned.

 

How can I collaborate on an event with ClassPass? Please let your country manager/account manager know that you’d like to do this, and we can work on the collaboration together.

 

I have an upcoming event at my studio. How can ClassPass help me market it? Yes, we’re happy to market studio events – just let us know how we can help! Social, influencer marketing, and paid media are our main channels for marketing, but we’ll be developing more localized content via other channels soon, so stay tuned.

 

How often can I be featured in your Facebook and Instagram posts? This will depend on your organic reach (our users posting you frequently naturally), and also how active our collaborations with you are. If you would like to have marketing commitments with us to increase the cadence of your posts, we’d be happy to work out some marketing initiatives together.

Who can I reach out to if I have questions on marketing initiatives? You can reach out to your country manager as your first point of contact, who will then introduce you to the marketing team for more information on how we can work together.