FAQs

Here are some answers to the questions we get asked the most. If you can’t find what you’re looking for below, don’t worry just contact [email protected] or use the form provided on our Contact Us page and we’ll get back to you as soon as possible.

Ripples seen close up in turquoise water

Studio Classes

YOUR FIRST HEARTCORE CLASS

Our classes are designed to suit everybody, whether you’ve tried reformer Pilates before or you’re brand new. To ensure you get the most from your first experience, we highly recommend you book into a Find Your Flow class. This is a group class with more focus on your individual needs, taught at a pace that allows you grasp the principles and flow of our unique method.

BEFORE CLASS

Studio Safety | For your own health & safety, we will ask you to reschedule your first class if you arrive less than 10 minutes before we get moving. We have communal changing areas and we ask that you bring minimal belongings to help keep these areas clear and your personal items safe.

What to wear | We suggest wearing clothes that allow your body to move freely. Bring grippy socks if you prefer to cover your feet, otherwise we’re barefoot on the Coreformer® and around the studio.

What to bring | Please bring a water bottle; we have double-filtered water at every studio and as part of our commitment to making the world a better place, we no longer provide compostable cups. Please also bring your own sweat towel.

Arrival | Please arrive 10 minutes early for your first class so that you can familiarise yourself with the studio, your teacher and the Coreformer®. Our studios are shoe-free, with designated areas upon entering to leave your footwear.

Your Coreformer® & Equipment | Before and after every class, we will ask you to clean your Coreformer® and props with the provided disinfectant Eco Wipes (100% bamboo, biodegradable and sustainable) and encourage you to sanitise your hands.

DURING YOUR CLASS

Adjustments | Throughout your class, our teachers will offer verbal, and hands-on form-adjustment cues. Please let your teacher know before the class starts if you prefer your adjusts to be solely verbal. If you’re working with any injuries or limitations, make your teacher aware before the start of class for modifications. If you prefer to move to your own beat, or with dedicated 1:1 attention; we recommend Personal Training.

Mobile Phones | We know that life is full, and it’s hard to switch off — your and everyone else’ s class time is precious. We request that you leave your phone on silent throughout class, turn it face down and only bring it into the studio if you really need to. Phone use is not permitted during class, so please let your teacher know if you need to monitor it for a personal emergency prior to the start of class, taking any calls or checking messages outside of the studio space.

Stay till the end | Classes are 60 minutes, and Long Spine is a moment of celebration and appreciation for yourself; deepening the connection between mind and body. If you need to leave early, let your teacher know before class starts to avoid disrupting the experience for others.

AFTER CLASS

Studio Amenities | Hairdryers, straighteners, shower products and biodegradable towels (fun fact; they decompose at the speed of an orange peel and are produced using only 10% of the energy taken to wash one cotton towel) are available in all of our studios, however, we kindly ask you to bring any additional personal items to freshen-up.

We’re committed to making your experience as enjoyable as possible, so if you have any other questions just send an email to [email protected] and our team will get back to you. We can’t wait to meet you in class soon!

BOOK, BUY & CANCEL

You will need to register and buy a class, class pack or membership online before you can book in.

Bookings + Waitlists | Schedules for all classes go live six weeks in advance, giving you the chance to pick your favourite class, studio and teacher. If the class you’ve set your heart on is full, join the waitlist as spaces often open up. You will be automatically added to the class should a space open up (at any time, and up to 12 hours before the class starts). You will receive an email and SMS to confirm you’re booked in.

Managing + Cancelling Bookings | You’re free to manage your class bookings and make cancellations online, via the website or App. Just make sure to do so with at least 12 hours to spare to avoid incurring any late cancellation charges. This includes any class waitlists that you may have joined and are no longer able to make.

A FEW HOUSE RULES

Our studios are warm and inviting, each with their own vibe for you to enjoy, however we do have a few house rules which allow for everyone in class to have the most positive and powerful class experience.

Mobile Phones | We know that life is full, and it’s hard to switch off — your and everyone else’ s class time is precious. We request that you leave your phone on silent throughout class, turn it face down and only bring it into the studio if you really need to. Phone use is not permitted during class, so please let your teacher know if you need to monitor it for a personal emergency prior to the start of class, taking any calls or checking messages outside of the studio space.

Lateness | Please arrive at least 5 minutes before class starts, so we can all settle into the space and begin the class together. We are changing our policy towards lateness, and from May 1, 2024 anyone who arrives after the scheduled start time will no longer be able to join the class, and their Coreformer, or mat, will be released to any waiting guest. We recognise this is a shift, but we also know the impact latecomers have on our teachers, other guests and the overall class experience we promise you.

If it’s your first class, and you’re arriving with less than 5 minutes to spare (or insufficient time for your Coreformer induction),  we will, for your own health & safety, ask you to reschedule your session with our team at [email protected].

Go with the flow | Every Heartcore class is a collective experience, so please go with the flow. If you’re working with any injuries or limitations, make your teacher aware before the start of class for modifications. If you prefer to move to your own beat, or with dedicated 1:1 attention; we recommend Personal Training.

Stay till the end | Classes are 60 minutes, and Long Spine is a moment of celebration and appreciation for yourself; deepening the connection between mind and body. If you need to leave early, let your teacher know before class starts to avoid disrupting the experience for others.

Children | We understand that sometimes you have little ones in tow, however for safety, children are not allowed into the studio.

Pets | We truly love your pets, but sadly we do not allow them into the studios.

PRE & POST-NATAL PILATES

Keep Moving | If you’ve been moving in our Coreformer classes for some time, free of any complications and with the approval of your doctor, you’re welcome to move with us in group Coreformer® classes throughout your pregnancy. Our teachers will follow your progress and advise you with any necessary adjustments and support. 

Prenatal Pilates Workshop | Our Prenatal Workshop will teach you the modifications you’ll need for group classes in your third trimester. This Workshop must be completed before week 27 of your pregnancy for you to join our Coreformer classes: Dynamic Pilates and Find Your Flow, beyond the 6-month mark.

Your Third Trimester | To continue moving in our group Dynamic Pilates and Find Your Flow Coreformer® classes throughout your term, we will ask you to join our Prenatal Workshop between weeks 21-25 in preparation. Alternatively, you’re welcome to move with us privately after your week 28. Please contact the team via [email protected] to explore your options with personal training.

First Timers | With your doctor’s approval, we ask that you book a Personal Training session with one of our expert team. If you have recent, and at least three months experience with dynamic reformer Pilates (without injury or any contraindication to exercise while pregnant), we may guide you to certain classes after your first PT session, or recommend that you continue moving in a 1:1 environment. If we suggest group classes, we’ll ask you to join our Prenatal Workshop between weeks 21-25 in readiness to move with us in group sessions throughout your third trimester. Please refer to our T&C’s here.

Post-Natal Care | We will be delighted to welcome you back to the studio, with your doctor’s approval, at a minimum of 6 weeks following a natural birth and 10-12 weeks post C-section. We recommend you book a personal training session with one of our expert team for your first session back.

NEWS, UPDATES & OFFERS

We like to keep in touch and share anything we have on offer, with special classes and anything fun going on in and around the studios – we respect your inbox and keep our newsletters light. You always have the option to unsubscribe and we promise never to share your details for marketing purposes with any other business. You can join the conversation here, we’d love to stay connected!

PERSONAL TRAINING

GET STARTED WITH PT & PRIVATE CLASSES

Whether you’re moving towards a set goal, refreshing your mind and body, boosting injury recovery or looking for top tips to take into class, we’re here to address your specific needs with Heartcore Personal Training.

Consultation | Please schedule a complimentary call with our PT team to discuss your goals and specific requirements. We’re also online via [email protected], however, prefer to speak whenever we get the opportunity! Book your call here.

Studios | We offer Personal Training sessions at every Heartcore studio outside of our group class schedule. In Notting Hill, Hampstead and St John’s Wood, we have dedicated PT studios for single and / or duet sessions around the clock.

One on one with your teacher, with a friend as a duet, or in your own small group, our Pilates studios host Personal Training for you, and up to 15 in a private group. Find out more via [email protected]

PHYSICAL CONDITIONS & PHYSIO REFERRAL

Our team offer expertise and support for most conditions – we’d love to discuss your requirements before booking a session, and always prefer to connect with your medical team. Please book a call with our team here or get in touch via [email protected].

PRE & POST-NATAL PT

Keep Moving | With your doctor’s consent, you are welcome to move with us in Persoal Training throughout your pregnancy.

Post-Natal Care | We will be delighted to welcome you back, with your doctor’s approval, at a minimum of 6 weeks following a natural birth and 10-12 weeks post C-section. Book a call with our team to get started.

BUY, BOOK & CANCEL

You will need to register and buy a Personal Training session or pack before you can book a session.

Bookings | A limited selection of appointments are open for booking online. If you have a specific request, can’t find your ideal slot, or just want to talk to us – reach out via email, or for a confidential chat with our PT team, you can book a complimentary 15-Min call here.

Cancellation | To avoid being charged your session fee, please reschedule or cancel your Personal Training session with at least 24 hours to spare.

Managing & Cancelling Bookings | To reschedule your booking, please get in touch with the team at [email protected].

WHAT TO EXPECT

BEFORE YOUR SESSION

What To Wear | We suggest wearing clothes that allow your body to move freely. We encourage you to workout barefoot, however, clean indoor training shoes can be worn off the Coreformer® if you prefer. Pilates socks are also your choice.

What To Bring | Please bring a water bottle; we have double-filtered water at every studio and as part of our commitment to making the world a better place, we no longer provide compostable cups or sweat towels.

Arrival | Please arrive 5-10 minutes prior to your session so that you can leave the outside world behind and settle into your space. Our studios are shoe-free, with designated areas to leave your footwear. Your teacher will greet you in-studio for a brief chat before you start to move.

Your Coreformer® & Equipment | Before and after every Personal Training session your Coreformer® and other equipment will be cleaned by your teacher with disinfectant Eco Wipes (100% bamboo, biodegradable and sustainable). You’re welcome to give everything an extra spruce for peace of mind, and we also encourage you to sanitise your hands on arrival.

Personal Items | You’re welcome to bring any personal belongings into the studio, however, we prefer to keep your training space as clear as possible.

DURING YOUR SESSION

Adjustments | Throughout your session, our teachers will offer form-adjustment cues. These can be solely verbal if you prefer.

Your Space | Unless hired exclusively, your session time may be shared with 1-2 other individual or duet bookings. We embrace the shared energy and are always mindful of each others privacy, time and space.

AFTER YOUR SESSION

Studio Amenities | Hairdryers, straighteners, shower products and biodegradable towels (fun fact; they decompose at the speed of an orange peel and are produced using only 10% of the energy taken to wash one cotton towel) are available in all of our studios, however, we kindly ask you to bring any additional personal items to freshen-up.

We’re committed to making your experience as enjoyable as possible, so if you have any other questions just send an email to [email protected].

A FEW HOUSE RULES

Our studios are warm and inviting, each with their own vibe for you to enjoy, however we do have a few house rules which allow for everyone in our shared space to have the most positive and powerful experience.

Mobile Phones | We know that life is full, and it’s hard to switch off – but your time is precious. We ask that you leave your phone on silent throughout the session, and only bring it into the studio if you really need it.

Lateness | Life throws us curveballs from time to time, and they can sometimes make you late; rest assured, your teacher will be ready for you when you arrive. Depending on schedules, we may not be able to extend your session time. Please call our team on +44 207 305 7760 to let us know you’re on your way.

Children | We understand that sometimes you have little ones in tow, however for safety, we do not allow children into the studio.

Pets | We truly love your pets, but sadly we do not allow them into the studios.

NEWS, UPDATES & OFFERS

We like to keep in touch and share anything we have on offer, with special classes and anything fun going on in and around the studios – we respect your inbox and keep our newsletters light. You always have the option to unsubscribe and we promise never to share your details for marketing purposes with any other business. You can join the conversation here, we’d love to stay connected!

Online Classes

live class schedule + on-demand library

Explore the full on-demand library alongside our live Upcoming classes. The class schedule will typically show one week ahead, and you can reserve as many classes as you wish with our Membership options and Weekly Class Pass.

You can filter your search by teacher, date, type of class, fitness level or equipment – simply click in the search at the top of your screen, or select a View All button.

Your first Heartcore at Home class

Sign in to your Heartcore account, or Sign up to get started. Please ensure your Account Info is up to date with the correct email address so that we can send you your Online Studio access.

You’ll need to purchase a Membership or Class Pass before you can book in. All Memberships start with a 7-day free trial and provide access to all livesteam and on-demand classes.

First access | Upon purchase of a Membership or PAYG Class Pass, you will receive a Get Started email asking you to set your password. Once you’ve set your password, you’re ready to explore the Online Studio and book your classes. If you’re moving with us using a PAYG Livestream Class Pass, you will need to book your class via the website schedule, this will then open up your access to the Online Studio to join the class.

Finding the right class | Our classes are designed to be accessible for everyone, with general modifications throughout the class according to pre- and post-natal guidelines and lower back health. As you enter the Online Studio for the first time you’ll be asked to select class types that you like, and at a fitness level suited to how you’re feeling. This allows us to suggest some suitable classes upfront. You can also search at the top of the class screen by duration, level, teacher, class type – and if in doubt joining one of our Fundamentals classes, introducing you to the Heartcore method.

We’re always here to chat and help steer your class choice. You can get in touch with the team via website live chat, emailing [email protected], and best of all before and after any live class you can speak with one of our expert teachers!

Buy, Book, & Cancel

You’ll need to purchase a Membership before you can book a livestream or watch any of the on-demand classes.

Livestream + on-demand | Memberships start with a 14-day free trial and gives you access to all livesteam and on-demand workouts.

Booking | In order to add a class to your personal calendar, you’ll need to book via the website schedule or App (please note, the booking window closes 30 minutes before the scheduled start time). You’ll receive an email notification titled ‘BOOKED’ with the option to add the class to your calendar.

You can also book your classes directly from the Online Studio webpage with either Membership – these reservations will be organised for quick access in a row at the top of your page titled ‘Reserved’.

Joining a live class | 20 minutes ahead of the class start, you’ll receive a link via email to join us, and we open the doors 15 minutes beforehand to welcome everyone in.

Cancelling | With a Membership or Weekly Class Pass, your unlimited access means there’s no need to worry about cancelling a class if you can no longer join us live.

Which device should I use?

Our Online Studio is currently optimised for desktop/laptop devices. You can stream on an Android smartphone and we recommend updating to the latest OS with Chrome for the best experience.

Apple enforces limitations on mobile websites that cause intermittent issues with the audio. For the best streaming experience on iPhone/iPad, we recommend the Heartcore Online App – we’ll share a download link with you once your account has been created.

Browser recommendations

We support browser-based video playback on most computers and mobile devices. Log in to the Online Studio on a browser of your choice (eg Chrome or Safari), click on the live or on-demand class that you’d like to watch, and the video should start streaming!

  • Google Chrome: version 37 or later on Windows 8.1 or later, Mac OS X 10.10
  • Safari: Mac OS 10.10 (Yosemite) or later, or iOS 6 or later
  • Mozilla Firefox: version 47 or later on Windows 8.1 or later, Mac OS X 10.10 (Yosemite) or later
  • Microsoft Edge: Windows 10
  • Internet Explorer: 11 or later on Windows 8.1 or later
Casting to TV

Mirroring through your mobile (iPhone/iPad)

If you also have an Apple TV, you can use AirPlay to wirelessly mirror your device’s screen and audio. (NB if you can see the video without sound after following the steps in the guide, try these two troubleshooting steps.)

Alternatively, you can connect with a cable. Use one of Apple’s Digital Audio/Video (AV) adapters to connect your device to a TV via any standard HDMI cable (eg AmazonBasics). Links to the two adapters are provided below (make sure the top of the adapter matches the cable that you currently use to charge your iPhone/iPad device)

Apple Lightning Digital AV Adapter

Apple 30-pin Digital AV Adapter

Casting from a mobile device (Android)

If you also own a Chromecast, you can cast your Android screen by following these instructions.


Mirroring from a laptop/desktop/PC

  • Connect with an HDMI cable. Most laptops, desktops, or PCs have an HDMI port.
  • If you have one of these ports, it’s as simple as connecting an HDMI cable (eg this) to your TV.
  • If your MAC has a Thunderbolt 3 / USB-C port, then you can purchase a USB-C Digital AV Multiport Adapter to mirror your screen to a TV via an HDMI cable.
  • If your MAC has a Thunderbolt 2 / Mini DisplayPort, then you can purchase a Mini DisplayPort to HDMI Adapter to mirror your screen.  
  • If you use Windows, Chrome browser and own a Chromecast device, you can cast directly from the Chrome browser. See this webpage for more details.
Joining & getting the most from your live class

Carve yourself a little extra time to get ready in true Heartcore style – with a burn of sage, incense or palo santo, a dim to the lights, some heat in your room, and why not light your favourite candle too!

Class link | If you booked via the website schedule or App, lookout for an email 20 minutes before the class starts with your link to join. If you miss the link, you can always join directly from the Online Studio via the Upcoming, or Reserved row.

Music | If you prefer to listen to your own music, make sure to have this ready to go. We will share an optional playlist in the group class chat, this opens in a new window and we recommend playing this via an alternative device in order to balance volume controls.

15 minutes before class | The studio will open 15 minutes prior to the scheduled start time to ensure we’re all together and connected — technically, just as much as to say ‘hi’ to friends, old and new. Your teacher will be online ready to meet you and to help with any questions.

As you enter the classroom your microphone will be muted, and your camera will be off. To participate in the pre-class conversation you will need to select Pinned, or Gallery view and click the mic and camera icons to switch them on.

In the pre-class period, check your on-screen volume is set with the classroom volume turned up. (NB Unavailable on the iPhone or iPad – however, you can still join the text chat during this time.)

Chatting | You can text and audio chat with the group as a whole, or anyone that you know, privately, throughout the 15 minutes that we’re together, pre- and post-class. You can also chat throughout the class if you want to, though we hope you’re here to move! In our pre- and post-class conversations you will need to have your Classroom Volume turned up, and throughout the class, you will need to have your Instructor volume turned up. These settings can be found in the volume icon bottom left of your class screen.

You can flip between the gallery and pinned views to join the live classroom video conversation; if you want to just get ready for class and not participate, you’re welcome to select the teacher view which shows a holding screen until the class rolls. 

Private connections | You can switch between the group text chat and guest list by clicking the chat icon, bottom left of the class screen. The group chat is where everyone comes together to text and where we’ll be sharing alternative playlists and tips to guide your class experience.

The leaderboard guest list is where you can see who’s in class. There’s a ‘high-five’ and chat icon next to the name of everyone in the class – see someone you know? Here’s where you can get in touch privately with a high-five or DM. To the left of their name you’ll also see a + icon, click this to add them to Your Crew. Once they add you to theirs, you can both share a private audiovisual feed – in the Share Settings icon at the bottom left of your class screen, select ‘Share camera to my Crew’, to ensure your conversation is private. Just remember to adjust that setting when you want to come back into the room with everyone else.

At class start | As the class starts, your classroom volume will be muted in order to hear the teacher without any distraction. You can balance your music in the Volume icon, turning the integrated music up, down or off to play music of your choice, maybe one of our public Spotify playlists.

Watching fullscreen | Selecting Speaker view will allow you to see the class fullscreen, you can toggle the double arrows bottom right to come in and out of that view.

You can join a Live class at any time, even if the class has started – rewind to the start and move along in almost real-time.

As class closes |The studio will reopen after the live class ends, there’s a small pause to allow for technology to do its thing. Use this time to turn your classroom volume back up, switch your camera on (if it was off), and join us for post-class group or private chat with your friends.

Issues with streaming, freezing?

We’re all streaming from different locations and sometimes our WiFi isn’t strong enough.

Click on the network bars, bottom right of the class screen to lower the video quality based on your internet speed and location.

Close down other tabs or programs running, and limit the number of devices connected to your WiFi whilst you’re in class.

Refreshing your browser, and taking a long deep breath typically fixes any issue.

On-Demand Private Class with Friends

All live classes save automatically to the on-demand library. With a Membership, you have the freedom to take these classes whenever it suits you and you can also enjoy on-demand workouts with friends using the Crew settings.

To workout on-demand with a friend, join the on-demand class at the same time adding each other to your crew, share your camera and mic to your crew, select pinned or gallery view, and there you have it – your private online Heartcore class!

There may well be others moving with you at the same time so to ensure privacy, remember to select the ‘Share to my Crew’ settings, bottom left of your class screen.

Favorites & Feedback

We always love to know what your heart’s liking, feeling and pining for… hang around after class to let us know, or send us some gold stars at the bottom of the class screen with a feedback note after any live or on-demand class.

With a Membership, you can also keep your favorite classes close to your heart. Click the heart icon and they’ll save to your Favorites row at the top of your Online Studio page.

And we all know it’s better together, so why not share a class to someone that you think will love to move with us online. Wherever you see an arrow icon, you can share us far and wide!

Pre & Post-Natal training

Keep Moving | You’re welcome to continue training throughout your pregnancy with the approval of your doctor. Our teachers will follow your progress and advise of any adjustments and support. We highly recommend following our Pre and Post-Natal specific classes to ensure you’re moving safely.

First Timers | If you’re new to our classes, we ask that you either move specifically in our Pre and Post-Natal classes or with personal training session and your doctor’s approval. Please refer to our T&C’s here

Private Training | You can contact the team via [email protected] to discuss your available options.

Post-Natal Care | We will be delighted to welcome you back to studio, with your doctor’s approval, at a minimum of 6 weeks following a natural birth and 10-12 weeks post c-section. Again, we recommend your reintroduction with Personal Training.

Class recordings

Class recordings/On-Demand workouts are only available with our Membership or Weekly Class Pass options.

Cancelling your Membership

We’ll be sorry to see you leave, however, should you wish to cancel your Membership, just get in touch with us at [email protected] at least 4 days before your next billing period to make sure there are no extras charges to your account. You’ll still be able to access classes until the end of your billing cycle.

News, Updates & Offers

We like to keep in touch and share anything we have on offer, with special classes and anything fun going on online – we respect your inbox and keep our newsletters light. You always have the option to unsubscribe and we promise never to share your details for marketing purposes with any other business. You can join the conversation here, we’d love to stay connected!

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