FAQ

Booking & Attendance

  • We are located at 12A/B Sago Street, Singapore 059014.

    The TFP Lounge and Front Desk are located at 12A (Level 2). The Group and Private Pilates Area are located at 12B (Level 3).

    By MRT: Follow Exit 1 from Maxwell MRT Station (TE18) and we are located on the street behind the Buddha Tooth Relic Temple and Museum.

    By Car: There is an open space carpark right outside Maxwell MRT Station Exit 1, next to the Buddha Tooth Relic Temple and Museum. There are many other street parking available nearby too.

  • To cancel a group reformer class, simply head to the Booking Website > Login > Profile > My Classes > Upcoming Classes > Cancel. Please note that the cancellation policy for group reformer classes is 12 hours.

    To cancel a personal training session, please email us here. Please note that the cancellation policy for personal training sessions is 24hours.

  • If you are unable to attend a class due to illness, a family emergency, or other unforeseen circumstances, please send an email to contact@theflowplayground.com with any relevant supporting documents. Our team will review your case, and approval is granted on a case-by-case basis. Supporting documents must be recent and submitted within 3 days of the missed class.

  • No. Attending classes at The Flow Playground is strictly only for the account holder. Under no circumstances are you allowed to ask friends, family, etc to sit in on behalf of the account holder.

    We reserve the right to deny entry to someone who is not the account holder without credit refund.

    We may ask for you identification to prove your identity to us.

    Should you not be able to attend class, please ensure to cancel your class within our 12 hour cancellation window for a credit to be returned to you.

  • You would need to be at least 16 years old and above to attend any classes at The Flow Playground.

    By purchasing a package, you agree to the T&C’s that you confirm that you are at least 16 years old. Under the circumstance that you are not, The Flow Playground reserves all rights to refuse entry to you without a refund.

  • Tracking the number of classes taken is your responsibility. Requests for retrieval of attendance records will be subject to $20 admin fee.

Packages, Credits & Memberships

  • Please review the terms and conditions of your purchased package to check if activation is required. Activation applies regardless of whether you attend, cancel, or miss a class. Packages not activated by the stated activation deadline will automatically expire. Do note that the activation date refers to the date the class is conducted, not the booking date.

  • Members can only cancel their membership after they complete their 3 months lock in period. After the lock in period, members can email memberships@theflowplayground.com to cancel their membership. Please state in the email the email address associated with the membership, type of membership and start date of cancellation.

    Do note that there is a 2 week notice period for all membership cancellations.

  • Absolutely! We completely understand that monthly memberships are long term commitments and we are all busy as well. To pause your monthly membership, email memberships@theflowplayground.com. Please state your email address associated with the membership, type of membership, number of weeks to pause and start date of pausing.

    Do note that the notice period for pausing a membership is 2 weeks. Members can also only pause up to a maximum of 4 weeks every 3 months.

  • Head over to the Booking Website > Login > Profile > My Packages > Package View More > Share Package

  • We understand that mistakes happen and you can email us at contact@theflowplayground.com and we will try our best to return the credits back to you. Please state the email associated with the package in the email.

    Please note that we would be unable to return any credits that have been used by said member as listed out in our Terms and Conditions.

  • Yes, extensions can be arranged at a fee — a $20 admin charge applies, with an additional $10 per week of extension.

  • Yes — for shared packages, you may transfer credits to another client already included in the original package at no additional cost. If you’d like to transfer the entire package to a new client under their name, a $20 admin and processing fee will apply.

Policies

  • The policy is also stated clearly on our ClassPass description.

    First timers to the studio, please arrive at least 15 min before class. You will not be allowed into the class if you have not checked in 3 min before your class start time. We have a grace period of 5 min for NON-TRIAL PACKAGE HOLDERS who are NOT first timers ONLY. Strictly no latecomers allowed into the group studio after 5 min from class start time due to safety concerns*.

    *This means that even if you reach the reception table (2nd level) at the 5th minute, you might not be allowed into the class if you are not in the group studio (3rd level) by the 5th minute.

  • If a spot becomes available, you may be added into the class up to 2 hours before the class starts. If you no longer wish to attend, please remove yourself from the waitlist in advance. Kindly note that credits will not be refunded if you are added into class and fail to attend.

  • For group reformer classes, the minimum cancellation period is 12 hours before the class starts.

    For private classes, the minimum cancellation period is 24 hours before the class starts.

    In the event of late cancellation, members will not be refunded their class credits used to book the class.

  • Yes! However, do not worry if you do not own any grip socks. Grip socks are available for purchase for $15-$20 at the front desk on level 2.

  • For safety reasons, pregnant clients are generally not allowed to join group classes. The following information applies to The Flow Playground’s members (i.e., package holders) only.

    ClassPass members who are pregnant are not allowed to join group classes under any circumstance.

    • Existing Members (as of 28th September 2024):

      This applies to clients who signed up for an account before 28th September 2024 and became pregnant before this date.

      Existing members may participate in group classes up to 8 weeks into their pregnancy. They must complete the Pregnancy Notification & Medical Clearance Form for review. Please note that submission of this form does not guarantee class entry, as a TFP admin representative will contact you to confirm eligibility. Without form submission, The Flow Playground reserves the right to deny entry. Once clearance is approved, pregnant clients must inform the front desk staff before class begins and present the approval email from the TFP admin. Without this, entry will be denied. Even with clearance, instructors may ask clients to sit out certain exercises if deemed unsafe.Even with clearance, instructors may ask clients to sit out certain exercises if deemed unsafe.

    • New Clients (pregnant as of 28th September 2024): We do not accept new clients who are pregnant into group classes. However, we recommend scheduling 1:1 Private Classes here to cater to specific needs.

    • Postpartum Clients (including ClassPass members): Clients are not accepted into group classes until 6 weeks postpartum. New or returning postpartum clients must provide a medical clearance certificate via email at contact@theflowplayground.com for review to confirm eligibility. Once clearance is approved, postpartum clients must show the approval email from the TFP admin to the front desk staff before class begins. Without this, entry will be denied.

    The Flow Playground reserves the right to refuse entry without a refund if it is determined that you are not medically fit to participate. If you have any questions, feel free to contact us at contact@theflowplayground.com!

  • We have lockers, showers, toilets, towels and a vanity area accessible to all members. We also have a cafe on Level 2 that serves a range of beverages such as coffees and teas. Members can feel free to get a drink and have a chat with friends or instructors!

  • Q: When are bonus class credits applied?
    A: Bonus class credits are manually applied within 2-3 business days. During sales or holiday periods, processing may take up to 2-5 business days.

    Q: What if I forget to apply a promo code at checkout?
    A: Unfortunately, promo codes must be entered at the time of checkout. We are unable to apply them retroactively or adjust the purchase once it has been completed.

    Q: How do bonus classes work?
    A: Bonus classes are non-transferable and can only be used by the original purchase holder. They are valid for one month from the date of credit.

Others

  • We have lockers, showers, toilets, towels and a vanity area accessible to all members. We also have a cafe on Level 2 that serves a range of beverages such as coffees and teas. Members can feel free to get a drink and have a chat with friends or instructors!

  • Q: When are bonus class credits applied?
    A: Bonus class credits are manually applied within 2-3 business days. During sales or holiday periods, processing may take up to 2-5 business days.

    Q: What if I forget to apply a promo code at checkout?
    A: Unfortunately, promo codes must be entered at the time of checkout. We are unable to apply them retroactively or adjust the purchase once it has been completed.

    Q: How do bonus classes work?
    A: Bonus classes are non-transferable and can only be used by the original purchase holder. They are valid for one month from the date of credit.

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