FREQUENTLY ASKED QUESTIONS
WHAT IS TORQUE REFORMER PILATES? Torque Reformer Pilates blends the core principles of mat Pilates with dynamic, full-body workouts using the Reformer machine. The Reformer includes a moving carriage, foot bar, pulleys, and five adjustable springs with varying resistance levels — enabling you to customise each session to suit your fitness level and personal goals.
HOW DO I MAKE A BOOKING & WHICH CLASS SHOULD I CHOOSE? Please take a moment to read the information on this page to help guide your booking. 1. FIRST TIME? Purchase a ‘TRY ME’ 2-Class Pack for $49 (Need help using the booking system? Check out the Booking Tips tab above before clicking through.) 2. CHOOSE YOUR CLASS: We offer Dynamic Pilates which blends Classical principles with strength-based movements to create a more powerful full-body workout. Classes for Everyone Our classes are designed for all levels of ability, agility, and age—everyone is welcome, men and women alike! We do ask that participants are 18 years or older, or 16+ with a completed parental guidance form. **Pilates Induction New to Reformer Pilates? You’ll need to attend an induction for health and safety reasons. Even if you’ve done Mat Pilates before, the Reformer requires its own introduction. (See FAQ for details.) **Pilates Principles Perfect for beginners and those refining their skills (everyone) —or anyone needing a time that fits their schedule. This class helps you build confidence and strong technique in a supportive environment, while also improving strength, balance, flexibility, and cardiovascular fitness to give you the complete workout you need. **Pilates Rehab / Mindful Movement A slower-paced class ideal for injury recovery, technique improvement. Pilates was originally created for rehabilitation. It’s also perfect if you’re new to the Reformer and prefer more time to learn the equipment and movements. **Flow & Flexibility This gentle, restorative class focuses on stretching, breathing, and alignment to help you move with greater ease. Designed to restore balance, increase range of motion, and bring calm to the body, it’s an ideal complement to your more dynamic sessions. **Pilates Open An advanced-level class for experienced practitioners. Mastery of spring selection and solid body awareness are essential. With expert guidance, you’ll be safely challenged to your limits—enhancing your strength, control, and technique—to elevate your Pilates practice to its highest level. 3. BEFORE BOOKING MULTIPLE SESSIONS Please make sure you’re familiar with our cancellation policy.
THIS IS MY FIRST TIME EVER CLASS – WHAT DO I NEED TO KNOW? If it’s your first time doing Reformer Pilates, you must complete an induction class or a 1:1 private session before joining regular classes. These options are clearly marked on the booking page. We recommend purchasing the TRY ME $49 pack, which includes two classes. Book your induction plus your next class if you like. You have one month to use this package. When booking, please complete the Health & Wellness Screening Form. This helps me understand any health considerations or limitations so I can tailor your exercises safely.
I'VE BEEN TO REFORMER PILATES BEFORE, WHAT DO I DO? If you’ve attended Reformer Pilates classes before you DO NOT need to do an induction class. If you wish to see what my classes are like your welcome to purchase the TRY ME PACK $49 on the website then choose 2 OPEN or PILATES PRINCIPLES classes. During booking please complete the health & wellness screening form to help me understand your requirements. If your uncertain of the level to start out, please email or message me and we can work out where to start you off.
EVERYONE – PLEASE BRING TO YOUR FIRST CLASS AT TORQUE PILATES REFORMER Bring your enthusiasm, a water bottle, grip socks if you have them (these can be purchased online and collected from the studio), or bare feet are perfectly fine. Don’t forget a towel for any sweat. Please avoid coming on an empty stomach, as blood sugar can drop quickly and cause you to feel faint. We provide all other equipment you may need in the studio, and there’s a bathroom available. PLEASE NOTE: Classes start on time. The studio opens 5 minutes before your session so you can get organised with your drink, towel, etc. If you arrive late, you’ll be expected to join the class immediately with no warm-up time. Classes finish promptly as per the timetable to allow for cleaning before the next group. I kindly ask that you vacate the studio promptly at the end of your session. If you’d like to have a chat, please arrange a separate time — I’m always happy to make time for you!
WHAT DO I NEED TO WEAR? Come to the studio in comfortable clothing that allows you to move freely during your workout. Please wear grip socks (available to purchase online) or clean bare feet.
HOW MANY PEOPLE ARE THERE IN A CLASS? My Reformer classes are small and there are up to 4 people per class.
WHAT HOURS ARE YOU OPEN? Monday - Friday 6am - 7pm Saturday and Sunday 8am, 9am, 10am. Our induction classes are on Monday's at 4.30pm and Wednesday night at 7pm The studio may be closed on some public holidays and during the Christmas to New Year period to allow everyone time to recharge.
WHAT ARE YOUR PRICES & IS THERE A TIMETABLE? Please see the Schedule & Cost tab at the top for the full timetable and pricing details. Prices start at $49 for a two-class TRY ME pack. Casual classes are $39 each, with package rates from $26 per class.
WHAT FACILITIES DO YOU HAVE? The studio has a toilet and shower available for your use. There is parking for 4 vehicles directly outside the studio between 8am and 5pm. Outside of these hours, due to council regulations, you will need to park on the roadside.
HOW MANY REFORMER CLASSES SHOULD I DO EACH WEEK? It depends on your fitness goals, current level, and how quickly your body adapts and recovers. I recommend starting with no more than 2 classes per week for the first few weeks, then gradually increasing as you feel comfortable. You can also add a Flow & Flexibility class, which is for stretching the body at any time to complement your training. Doing 3 classes a week is ideal for seeing the best results. You might also consider mixing things up with a Personal Training or Bootcamp session.
WHEN CAN I MOVE UP TO AN OPEN CLASS? Moving up depends on your fitness level and your ability to perform exercises SAFELY and with good technique. OPEN classes use more challenging spring tensions, include advanced exercise progressions, and move at a faster pace. If you’re ready for an extra challenge, stepping up to an OPEN class is the natural next step. For your safety, it’s important to check with Tracey before moving up to the next level.
CAN I DO REFORMER PILATES IF I HAVE AN INJURY? Whether you can participate depends on the type of injury and your stage of rehabilitation. It’s important to seek medical advice and obtain clearance before starting exercise with us. You might feel ready to start with the Rehab / Mindful Movement class, which is designed to move at a slower pace and is specifically tailored for those with injuries. If you have an injury or are in recovery, please get in touch with Tracey before attending class. Send Tracey an email or text so you can discuss the best options for you.
HOW MANY TIMES CAN I USE THE INTRO OFFER? The intro offer can be used just once. The TRY ME pack includes 2 classes for $49 and is valid for one month from the date of your first booking.
WHAT IS THE CANCELLATION POLICY? We have a 12-hour cancellation policy. If you’re unable to attend a class, it’s your responsibility to cancel at least 12 hours before the start time. When you do, the class will be automatically credited back to your account. If you cancel within 12 hours of the class or do not show up, the session will be charged. Please note that all class packages have expiry dates. Any unused classes will expire; however, you may be able to use the expired credit option outlined in the FAQ question below. We appreciate your understanding. This policy helps ensure fairness to all clients and supports the smooth running of our studio.
WHAT IF MY CLASS IS CANCELLED? Classes with Tracey may still run with just one client, but you might be contacted to see if another time could work better to help consolidate numbers. For all other instructors, a minimum of two clients is required for the class to go ahead. If numbers are low, please check your inbox—cancellation emails may be sent up to 2 hours before class. For early morning classes (6am or 7am), any cancellation will be confirmed by 9pm the night before. If a class is cancelled for any reason, a class credit will automatically be returned to your account. Please note: While rare, cancellations may also occur due to instructor illness or other unforeseen circumstances. You will always be credited if this happens.
DO YOU HAVE WAITLISTS FOR CLASSES? Yes, we do. Simply click on the class you’d like to attend and add yourself to the waitlist. If a spot opens up, you’ll receive an email notification—this can happen up to 1 hour before the class begins. You won’t be charged while you're on the waitlist. However, if your plans change, please remove yourself from the waitlist. If you’re added to the class and don’t show up, the class will be charged. More often than not, waitlists work—so make the most of them!
I'M PREGNANT—CAN I STILL ATTEND SESSIONS? Absolutely! You’re welcome to attend sessions during pregnancy. I’ve previously worked alongside midwives to support clients both during pregnancy and postnatally, especially for those returning soon after birth. Staying active during pregnancy is important, and sessions are tailored to keep you safe and supported as your body changes. You’re certainly welcome to attend during your first trimester. Continuing beyond that will be a personal decision made in consultation with your instructor. If, for any reason, you’re unable to continue and still have unused credits, your credit expiry will be extended to one year from your baby’s birth date. This gives you the freedom to take your time—and I truly hope to welcome you back to Reformer Pilates when you're ready.
WHEN CAN I GET BACK INTO CLASSES POST-BABY? I recommend waiting at least 6 weeks after giving birth before returning to class. This allows your body time to begin healing and adjusting postnatally. If you’d like to return earlier, I require medical clearance from your doctor or midwife. If you had a C-section, the standard recommendation is to wait 12 weeks before resuming exercise, unless your healthcare provider gives you clearance to return earlier. This extended time frame helps ensure proper healing of abdominal tissues and prevents complications. I'm trained to work alongside Physiotherapists and Obstetricians to support you through any postnatal concerns, so you’ll be well looked after as you return to movement.
PRE/POSTNATAL – CAN I BRING MY BABY? Please check with me first, as it depends on the class. I’ve had some wonderful clients bring their babies—many of whom have grown into teenagers over the years we’ve trained together! So yes, in some cases, babies are absolutely welcome. Just reach out and we’ll see what works best.
REFORMER CLASSES
BOOKINGS /WAITLISTS /CANCELLATIONS
PRE/POST NATAL CLIENTS
HOW DO I USE CREDITS THAT HAVE EXPIRED? If your package/membership expires before you’ve used all your session credits, you may still be able to use them when you renew: *Renewing at the same or higher package/membership price: Carry over up to 50% of your unused credits. *Renewing at a lower package/membership price: Carry over up to 25% of your unused credits. Any unused credits beyond these limits will expire. This offer applies only to memberships or packages that expired within one month of your new purchase. The TRY ME pack is excluded. Unused credits will be re-issued at the new package or membership credit value. If your previous credits were purchased at a lower value, this may also mean an adjustment to the number of credits re-issued. If you have purchased our October 2025 Unlimited membership there is no opportunity to carry over unused credits. Pease contact Tracey to have the credits issued to your account - this will occur once the package or membership has expired.
WHAT ARE THE REWARD POINTS? Reward points = DISCOUNTED CLASSES > FREE CLASSES Everyone who reaches 50 = 25% OFF A CASUAL CLASS, 100 = $50% OFF A CASUAL CLASS , 150+ = FREE CASUAL CLASS Inspire others by making fitness a habit - be someone’s inspiration, be someone’s reason to never give up! Reward points given for registering, attending classes, events or appointments, referring, reviews and birthdays. Points are viewable on your profile page.
CAN I BOOK MORE CLASSES A WEEK IF I HAVE A 1 OR 2 CLASS MEMBERSHIP? Yes, you can! You're welcome to book as many classes as you like each week. Just keep in mind, you’ll still be charged for 1, 2, or 3 classes per week—depending on your membership—across the full term of your membership, even if you use all your sessions earlier. This system runs on trust, and we truly appreciate your honesty and commitment in keeping payments consistent.
HOW DO I CANCEL IF I'VE PURCHASED A WEEKLY MEMBERSHIP OR PACKAGE? If you've purchased weekly membership or package, there is no refund for unused portions once the package has started. Hopefully, your motivation to attend goes beyond just the payment! There is the ability to place your membership on hold - see the FAQ about this. If you have unused credits when your package expires, please refer to our policy on this also in FAQ. If a longer-term commitment doesn’t suit you, there’s a casual class option or a 3-class pass with a 4-month expiry available. Please note: None of the packages auto-renew (except for the Nutrition Coaching option), so you’ll be invited to renew your package when it ends.
WHAT HAPPENS IF I HAVE A DISHONOURED PAYMENT? If a membership or package payment is returned unpaid by your chosen financial institution, you will be responsible for any fees incurred by Torque Fitness NZ. This may include third-party processing fees as well as WellnessLiving processing charges.
WHAT HAPPENS IF I MAKE AN INCORRECT PURCHASE? Refunds are available for purchases made in error. A $5 administration fee will be applied to cover administrative time and third-party payment processing charges along with wellness living processing charges. This option to cancel your package / membership must be made within 5 days of the original purchase.
CAN I PUT MY MEMBERSHIP ON HOLD FOR A HOLIDAY? Yes, you can! You can pause your membership for up to 4 weeks per calendar year (Jan–Dec). How it works: Example: Membership 20 weeks Dec–Mar, away 2 weeks in Feb → place on hold, payments stop, expiry extends. Buy another 20 weeks Apr–Aug, need another 2-week hold → that’s your 4-week total for the year. Unlimited memberships can only be placed on a 2 week hold in a calendar year. First hold each year = free administration. Additional holds = $5 administration fee To request a hold: Email Tracey
CAN I PUT MY MEMBERSHIP ON HOLD FOR AN INJURY? Yes, you can put your Membership or Package on hold if you’re recovering from an injury or medical event which requires more than 4 weeks rehabilitation. For under four weeks we suggest you use the holiday hold option see the option above this one. We’ll just need proof from a medical professional to confirm the recovery time needed. There is an administration cost of $5 for this hold to occur plus an additional $5 for every hold you request. We do not offer refunds and can assist with rehabilitation through our Reformer Pilates or Personal Training platforms.
WHY CAN'T I BOOK A CLASS? MY MEMBERSHIP / PACKAGE IS NEW AND HAS CREDITS? The system sets your membership/package start date as the first class you booked. 👉 Example: If you buy a membership/package and book your first class on 15 Sept, but later try to book 10 Sept, the system won’t allow it (your start date is 15 Sept). ✅ If this happens, text/email Tracey and I can adjust the start date.
DO MEMBERSHIPS / PACKAGES RUN CONSECUTIVELY? If you buy a new membership / package before your current one ends: The system may pull credits from either membership when you book. To avoid confusion, I recommend using up your current credits before buying another membership /package or asking Tracey to adjust the credit usage.
CORPORATE CLASSES
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MAKE BOOKINGS USING OUR APP? Download the Achieve App from our booking tips page (at the bottom)
Looking for a team bonding experience that includes a workout? I cater to corporate groups of all sizes and fitness levels. Email us to learn more about our corporate rates and options!
CONDITIONS OF PARTICIPATION
TORQUE FITNESS NZ – TERMS & CONDITIONS AND WAIVER OF LIABILITY 1. Acceptance of Terms By enrolling in or participating in any class, session, workshop, program, or service offered by Torque Fitness NZ (including but not limited to Reformer Pilates, Strength, Personal Training, and Nutritional Coaching), or by engaging in discussions with staff, contractors, or participants, you (“Participant”, “you”, or “your”) acknowledge that you have read, understood, and voluntarily agree to abide by these Terms and Conditions, including the Waiver of Liability set out below. If you are under 18 years of age, you confirm that you have obtained parental or guardian consent (minimum age 16 years with consent) to participate. 2. Professional Qualifications and Scope of Advice a. Torque Fitness NZ is owned and operated by Tracey Tordoff, a qualified personal trainer and reformer instructor. b. Tracey Tordoff is not a registered nutritionist or medical practitioner, and neither she nor any Torque Fitness NZ employee, contractor, or participant purports to have formal qualifications in those areas. c. From time to time, general discussion or guidance on nutrition, health, or medical-related topics may occur; however, such discussion should not be considered professional advice. d. Torque Fitness NZ does not verify, endorse, or accept responsibility for the accuracy or completeness of any comments, recommendations, or advice shared by other participants or third parties. e. You should seek appropriate professional or medical advice if you have, or suspect you may have, specific dietary needs, health conditions, or physical restrictions. 3. Fitness Suitability and Responsibility a. You are solely responsible for ensuring that you possess the necessary fitness level and physical capability to participate in any Torque Fitness NZ class or activity. b. You should consult a qualified health professional before commencing any new exercise program or if you have any concerns about your physical ability to participate. 4. Pregnancy and Postpartum Participation a. If you are pregnant or in the postpartum stage, you participate entirely at your own risk. b. You are strongly encouraged to consult a qualified medical professional and obtain clearance before participating in any Torque Fitness NZ class or activity. c. While general discussion or guidance may occur in pregnancy-specific sessions, no professional medical or therapeutic advice is provided. d. Torque Fitness NZ disclaims all liability for any harm arising from or related to participation under these circumstances. 5. Risks and Safety Acknowledgement a. You acknowledge that participation in Torque Fitness NZ classes involves inherent risks, including but not limited to strains, sprains, muscular injuries, falls, equipment-related injuries (including reformer machines and props), and physical exertion injuries. b. You participate voluntarily and may decline any exercise or movement at any time. c. You must inform Torque Fitness NZ of any medical conditions, injuries, or factors that may increase your risk prior to participation. Torque Fitness NZ reserves the right to require medical clearance before allowing participation. d. You agree to follow all safety instructions and studio policies at all times to ensure your safety and the safety of others. 6. Limitation of Liability a. Torque Fitness NZ shall not be legally responsible or liable for any injury, illness, damage, loss, or expense sustained by any participant during or as a result of participation in any Torque Fitness NZ class, service, or activity. b. You expressly waive any claim for compensation or reimbursement of medical or other costs associated with participation. c. To the extent permitted by law, any liability established against Torque Fitness NZ shall be strictly limited to the total of the membership or class fees paid by you in connection with the claim. 7. Results Disclaimer Torque Fitness NZ makes no guarantee or warranty regarding the achievement of any particular physical, nutritional, or performance result. Individual outcomes will vary based on personal effort, medical history, and lifestyle factors. 8. Filming, Photography, and Media Use a. Classes and activities may be recorded or photographed for promotional purposes. b. By participating, you grant Torque Fitness NZ unconditional permission to use, reproduce, distribute, and display your image, voice, and likeness (in full or part) for publicity, promotional, or editorial purposes in any media format, worldwide and in perpetuity, without compensation. c. You waive any right to inspect or approve such material or to seek royalties arising from its use. 9. Memberships, Packages, and Pricing Changes a. Torque Fitness NZ reserves the right, at its sole discretion, to amend, vary, or discontinue any memberships, packages, class formats, timetables, pricing, inclusions, or benefits at any time without prior notice. b. This includes changes to booking rules, cancellation windows, late-cancellation penalties, attendance limits, and refund policies. c. Continued participation or purchase after such changes constitutes acceptance of the updated terms. 10. Bookings, Data Privacy, and Use of Wellness Living Platform a. All bookings, scheduling, payments, and client records for Torque Fitness NZ are managed through the Wellness Living platform (“the Booking Platform”). b. All personal data collected during the booking process (including name, contact information, and payment details) is stored and processed exclusively by Wellness Living in accordance with their Privacy Policy and relevant data protection laws. c. Your personal data is used solely for the purpose of managing your bookings, memberships, and related communication for Torque Fitness NZ. d. Torque Fitness NZ does not store or manage your personal data beyond what is accessible within the Wellness Living system. e. In the event of a data breach, system error, or unauthorized access of personal data held by Wellness Living, any claim, complaint, or cause for redress lies solely with Wellness Living, as the data controller. Torque Fitness NZ shall not be held liable for any such incident beyond its control. 11. Amendments to Terms These Terms and Conditions, including the Waiver of Liability, are subject to change without notice. The updated version will be made available via Torque Fitness NZ’s website, booking platform, or other communication channels. Continued participation constitutes acceptance of any revised terms.
HELP!
If you need help, want to book, or have any questions but aren’t sure where to start, please don’t hesitate to reach out! You can call or email me (Tracey) — my contact details are at the bottom of the page (just click the icon or type them in). I’m always happy to chat via phone, text, or email!