think a fee landed wrong?
our little fees ($10 for a late cancel, $20 for a no-show) keep the waitlist fair, so a booked mat doesn't go empty. but sometimes attendance doesn't get tracked, and a no-show email goes out to someone who was actually right there on the mat. if that's you, let's fix it. tell us what happened below.
a real human reads every one of these and checks the class records. the more you can tell us, the faster we can sort it.
your dispute is in.
a real person will pull up the records for that class and take a proper look. if the charge was our error, we'll make it right and refund it. either way, you'll hear back from us by email at the address you gave us.
thanks for flagging it kindly. now scroll down for the trick to never get a wrong no-show again. ↓
show me the trick →a wrong no-show almost always comes down to one thing: you were there, but you didn't get checked in. the fix is easy. there are three ways to do it, pick whichever's simplest in the moment.
when you arrive, give the teacher your name at the desk. that's it, they'll mark you in.
teacher's busy or there's a little lineup? check yourself in on the self check-in ipad at the desk.
the magic one: your KUUMA app can check you in automatically the moment you're within 50 metres of the studio. flip it on once and never think about it again.
- open the KUUMA app
- tap "more" in the bottom right, then "settings"
- under permissions, open notifications
- turn ON check-in reminders
- turn ON precise location (auto check-in needs both of these)
while you're in there, these are worth switching on too: booking and waitlist status, booking cancellation alerts, leave-a-review reminders, and promotions, news and events.
put your mat time in your calendar
turn on calendar access in the app and your bookings sync straight into your own calendar, so your practice sits right there next to the rest of your life. every time you book, the app asks if you'd like to add it to your calendar or invite a friend. just text them the link and bring your people. 🤍
when you book, a mat becomes yours, and someone on the waitlist is hoping you'll use it. cancel within 2 hours of class: a $10 nudge. a no-show: $20.
it isn't a punishment, just a way to keep space fair and flowing for everyone. a real emergency came up? message lumi, always, we're human about it.
every dispute is read by a real person, never auto-approved or auto-denied. we pull up the attendance records for your class and take an honest look.
if the charge was our error (you were there, the check-in just didn't catch it), we refund it, no fuss. if the records show the fee was fair, we'll explain why. either way, you'll hear back by email.
booking and cancelling individual classes always lives in the KUUMA app, self-serve, with a valid card on file. the 2-hour window is counted from class start time.
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