FREQUENTLY ASKED QUESTIONS

From buying credits and memberships to accessing our online videos, we have the answers. If you can't find what you're looking for below, contact hello@psyclelondon.com for questions about our London studios and athome@psyclelondon.com for questions about Psycle At Home.

Psycle London

New to Psycle? Start here...

Welcome to Psycle! Our classes are suitable for all ability and experience levels. We offer intro classes and workshops for some of our workouts throughout the year, so make sure to keep an eye on the timetable. It’s recommended that you do 150 mins of cardiovascular exercise per week, so we encourage you to come at least 3 times per week to maximise the benefits you’ll experience. You’ve got this!

How do I buy credits, memberships and The Energy Project?

To book a class, create an account and purchase credits from the 'BUY’ page. There are 3 ways to purchase credits: credit bundles, memberships and programmes. One class equals one credit.

Credits can be used at all of our studios, unless otherwise specified. Some classes, like our '90 Minute Ride’, require two credits to book.

The best way to see and feel the benefits of your workout is to come as often as you can, which is why we have an expiry on our credit bundles. Sometimes we all need that extra motivation.

How do I book classes?

Our booking window opens every Monday at 12PM for classes until the following Tuesday. Purchasing an Extended Booking Credit allows you to book up to 2 weeks in advance. You can book into class up to 5 mins before it begins.

If your preferred class is fully booked, you can add yourself to the online waitlist to try your luck at grabbing a last-minute spot.

You can book yourself and up to 3 friends into a class. If you want to book more people than this, please contact the studio and enquire about booking a private class.

What should I bring to class?

All you need is your workout gear. We've got everything else covered! We have towels, Sachajuan hair and body products for your post-workout shower, and hairdryers and straighteners to get you ready after class.

For our Ride classes, we have Psycle cleated shoes for you to use free of charge, but if you prefer to use your own cleated shoes, feel free to bring them with you.

Staying hydrated when you work out is vital, so make sure to bring a water bottle. If you don't have a bottle with you, we have bottled water available for purchase at check-in.

What should I expect during check in?

Please arrive no more than 15 minutes and no fewer than 5 minutes before your class begins.

For the foreseeable future, we will be conducting mandatory temperature checks upon arrival and we will require verbal confirmation that you or anyone you have been in contact with do not currently have symptoms of Covid-19. Customers who are unable to provide this confirmation or have a temperature reading of over 38 degrees will not be granted access to the studio.

We encourage you to arrive ready in your kit. Changing rooms and showers will be open but should be avoided where possible. Lockers will be limited to maintain social distancing.

How do waitlists work?

You can join the waitlist for any fully booked class online. We'll allocate spaces on a first come, first served basis. You’ll need a credit in your account to secure your spot.

If you’re on the waitlist and a spot becomes available within 2 hrs of class starting (up to 30 mins prior) or after 10PM for an early class (6AM-9AM), you'll be sent an email to ask if you want to accept the spot.

What is the cancellation policy?

If you can't make it to class, please cancel your spot at least 12 hrs in advance. Any
spaces cancelled before the cancellation window will be refunded to your account.
If you cancel within 12 hrs of your class, your credit will be forfeited. However, if the class is full by the time class begins, your credit will be returned. We have a strict no-refund policy on classes cancelled within 2 hrs or less of start time.
Classes booked with Extended Booking credits must be cancelled 48 hrs or more
before class for credits to be refunded.

I'm pregnant - what do I need to know?

Congratulations! We have lots of women who are in class right up until their due date, but we always recommend talking to your doctor before you book in. Make sure that you let our team know when you check in that you are expecting, so that we can let your instructor know to make any necessary modifications for you.
For our Barre classes, all we ask is that you provide a note from your doctor, due to the level of core engagement in the class.

HEALTH & SAFETY: How has your staff been trained on health & safety protocols?

There has been extensive staff training to ensure hygiene standards and health and safety protocols are maintained at all times.

Employees will be told to self-isolate at home if they or someone they have been in contact with are showing symptoms or have tested positive for Covid-19.

Staff are provided with appropriate PPE equipment in areas where social distancing is more difficult.

HEALTH & SAFETY: What changes have been put in place during check in as a result of Covid-19?

All customers and employees will have mandatory non-contact temperature checks upon arrival. Anyone with a temperature reading of 38 degrees or above will not be granted access to the studios.

We will also require verbal confirmation that you or anyone you have been in contact with do not currently have symptoms of Covid-19, otherwise access to the studio will not be granted.

Hand sanitiser must be used on arrival and before and after entering the studio.

Masks are now be mandatory in the communal areas of our studios. When entering the building, waiting for a class and leaving the venue, you will be required to wear a mask. This will not apply during the class, but we ask you wear a mask to enter the studio to protect yourself, others in the community and ensure we continue to have a safe space to workout together.

Large acrylic screens have been installed at reception and in our Energy Kitchens to ensure minimal contact when you check in.

Updated tech will be also be used for check in to reduce queueing times.

We ask that you arrive no more than 15 minutes and no fewer than 5 minutes before your class begins.

Please ensure you have a class booking prior to arriving at the studio as we will not be operating a walk in waitlist.

HEALTH & SAFETY: What changes have you put in place in the classes?

We are offering a reduced timetable to ease any possible congestion in our studios.

We have reduced class occupancy for our launch with increased bike spacing for ride classes to help with social distancing.

We operate a no contact policy at all times (so no high fives!).

We have increased time between classes and have brought on more housekeeping staff to ensure our studios are thoroughly cleaned and hygienic – with extra attention paid to touchable surfaces, weights, props and bikes.

Ride shoes are disinfected and rotated after each use and no same pair will be used in back to back classes.

HEALTH & SAFETY: Have there been any other changes to the in-studio experience as a result of Covid-19?

We have an extensive supply of top-grade hygiene products, including sanitising wipes and solutions available inside and outside the studios.

We ask that you respect the direction of traffic flow and adhere to the studio and floors signs to maintain a minimum safety distance.

We have switched off the recirculated air in our studio so that only fresh air is used. All HVAC systems and filters have been upgraded and serviced.

Water fountains will be unavailable so please make sure you bring your water bottles filled up, otherwise water can be purchased from our front desk.

We encourage you to arrive ready in your kit. Changing rooms and showers will be open but should be avoided where possible. Lockers will be limited to maintain social distancing.

All amenities have been removed from the changing rooms to limit points of contact.

Shower towels are available on request from our front desk.

The Energy Kitchen is open for shake pre-orders only, and seating areas are closed for the time being.

We are taking card payments only in our studios and encourage contactless payments when possible.

Psycle at Home

Can I trial Psycle At Home before I purchase a membership?

Yes, the first 14 days of the unlimited membership are free! You'll be able to cancel up to the 14th day without being charged. Once your trial is complete, your card on file will be billed and this will start the monthly billing cycle. 

How much is the unlimited monthly membership to Psycle At Home?

A monthly membership for Psycle at Home costs £35 per month. You are automatically billed each month as per your first billing date at initial registration. With the monthly membership, you will have total unlimited access to all elements within the Psycle At Home platform, including on-demand workouts, live classes and events.

How do I cancel my membership?

We're sorry to see you go! To cancel your membership, please visit My Psycle and follow the prompts.

We'd love to know your feedback. Please email feedback@psyclelondon.com and let us know what we could do differently.

Will I lose access to Psycle At Home immediately upon cancelling my membership?

Upon cancellation, you will be able to access Psycle At Home content until the end of your billing cycle.

Can I pay per class instead?

Yes! We offer a single class credit for £12 with a one month expiry and pack of five class credits for £50 with a three month expiry.

Psycle At Home credits can be used for all on-demand classes as well as live broadcasted classes from Psycle's London studios. 

Once you view a class using a single Psycle At Home credit, you will be able to view the same class as many times as you wish within a 48 hour window of the first view.

Live classes can only be accessed at the time of the initial broadcast.

Can I convert my existing studio credits into Psycle At Home credits (or vice versa)?

We're sorry but at the moment we aren't offering the option to swap credits between Psycle London and Psycle At Home.

Do I need any equipment?

A select amount of workouts require equipment. Equipment requirements are noted in the class description. 

If you don’t have equipment, don’t worry - plenty of our workouts require no equipment and modifications are often available. 

Can I buy equipment directly from Psycle?

If you’d like to buy an at home bike, you can do this through our cycling partner Stages. Exact details can be found here.

All other equipment is currently not available for purchase. If you have questions or need suggestions of what equipment to buy, please email athome@psyclelondon.com and let us know!

Is there an app?

It’s on our radar! Subscribe to our emails via the website footer and stay tuned… In the meantime, all Psycle At Home content can be streamed through our website via a computer, tablet or phone.

Can I watch Psycle At Home content on my smart TV?

Yes! For specific instructions if you have an Apple device check out these tips. For Android devices, find instructions here.