FAQ: We are here to help

Virtual Live Classes

How do I access the Virtual Classes?

Here’s how it will work:

 

1) You “book/sign up” for the class on MindBody Online or on our website; please note that you will need to log in to your MindBody account or create one if you don’t have one. You can also do this on the MindBody app if you already have it or get the the app if you don’t.

2) You can purchase your Virtual Classes online, or if you are a monthly unlimited autopay or annual pass holder, you will just sign up for a class via our website.

3) Once you successfully book a class, you will be emailed a confirmation email with login instructions. You will also receive an email 4 hours before the class with the link to your Zoom class.

4) If it is your first time using Zoom or doing a Virtual Class, we recommend you join via the link 10 minutes before class so we can test your audio/video and get comfortable.

5) The classes will last between 25 minutes to 1 hour and once it begins, all attendees will be muted so that you are able to watch the class without disruption.

I've never done yoga. Am I welcome to try a virtual class?

YES! We encourage everybody to give yoga a try. There are no prerequisites for yoga, unless you have been directed by a physician to avoid physical activity due to injury or limitation.

How will I see the teacher?

The teacher will be demoing in front of the camera and you will see their whole person (unless adjusted). The teachers will also be giving you verbal instriuctions so that you can easily follow along.

Will I be seen as I am practicing?

Yes, that’s a key part of being in a live class. The teacher will see and respond to how you are practicing—like we always do. However, you do not have to turn your camera on if you do not feel comfortable sharing your screen.

 

Can I change the view, so I am only seeing the teacher?

You can click “Speaker” view to follow only the teacher. “Gallery” view will show other students in the class. We recommend “Gallery” view as it’s nice to see and connect with other students.

Can I ask questions during class?

The virtual classroom is like the in-studio classroom. Teachers are available afterward to answer brief questions. We cannot take questions during class. You may also join the class up to 5 minutes early to ask any questions you may have.

I paid, but I never got an email link to my class!

You will receive an email with a link to your class 4 hours before the class starts. If you did not receive a link please email us at support@iamyogalive.com.

Do I need any props?

It is not essential to have your own props. We will always offer alternatives if you don't have props at home. Otherwise you can order them online on our website.

Ideas for alternatives include:

-Bolster: two rolled towels or pillow

-Block: text book

-Strap: scarf, belt, or towel

How do I start the class?

After registering for the class, you will receive an email confirmation. 4 hours prior to the class beginning we will send you an email with a link to join the Zoom meeting. The classes will begin with a brief introduction and then we will ask everyone to turn their microphones off and give a thumbs up to ensure you can hear us clearly. We encourage everyone to be ready and online 10-minutes prior to the class to ensure all technical details are resolved prior to the class starting.

How long before a class can I sign in? 

You can log in up to 15 minutes before so people can find a comfortable position and prepare for the class. The teacher will log in between 3-5 minutes before the class time begins.

Can I cancel my class?

We understand that it isn't always possible to keep your intentions, but to keep it fair for all students and teachers we have a strict booking and cancellation policy in place. Please note that we do not make any exceptions to this policy.


Classes must be cancelled online or via our app no later than 12 hours before the class. If you have trouble with canceling online or via the app you must email us to cancel your class (this still must be done no later than 12 hours before). Missed bookings or late cancellations will be charged in full.

What if a class is canceled?

If a class is canceled by one of your teachers your class will be credited and you will not be charged.

What if I cannot hear?

    Your computer might be muted. Also, when you log-in to Zoom, be sure to allow access to your computer's built in microphone.

How do I download Zoom?

Zoom can be downloaded on a mobile phone, iPad or computer. Simply head to the app store or website below:

iOS / App Store - https://apps.apple.com/au/app/zoom-cloud-meetings/id546505307

Google Play store - https://play.google.com/store/apps/details?id=us.zoom.videomeetings&hl=en

Web - https://zoom.us/

What is the best browser to use for Virtual Zoom Live classes?

Zoom works best with the Chrome web browser if you are using the desktop app or laptop.

Can you help me with the technical aspects?

As teachers, we will try to offer what minimal assistance we can. If you have questions about logging on, password resets, etc., please email us at support@iamyogalive.com Unfortunately, we are not able to stop class to troubleshoot specific situations. We advise logging in 5 minutes ahead of the class so there is time to help you fix your troubleshooting issues before the class.

HELP! I'm having tech issues and I can't get online for the class! Will I get my class added back to my account?

We will honor your tech issues and credit your class back to your account if you are having trouble logging in. We ask that you be proactive and check your connectivity before class. We recommend that you log in 15 minutes before class so you have time to fix any tech issues if needed.

How to connect with our teachers?

Our teachers love to connect with you! On our "Meet Our Teachers" page you can view each teachers profiles, see schedules, book a private session with them, and view their social media profiles.

 

We also have a Facebook Group and we would love to connect with you there. https://www.facebook.com/groups/iamyogacommunity

Memberships & Pricing

What's the difference between live stream classes, pre-recorded classes, and private sessions?

1) Live classes are interactive classes taught in real time where you can see your teachers and fellow students screen. Our live classes are taught at a specific time and must be booked minimum 4 hours in advance.

2) Pre-recorded videos are a recording of a class that you can watch at any time. There is no live teacher present for this class.

3) Private Sessions are one on one sessions with a teacher of your choice. They are live, interactive, and the session is custom designed to help you reach your goals, whatever they might be.

What is the difference between class packs and monthly memberships?

With class packs you can watch live stream classes. With our monthly memberships you can join unlimited live classes PLUS you will have access to our On Demand Videos which you can view at any time.

 

When does my class pack/membership expire?

  • 5 Class Packs expire 3 months after purchase.
  • 10 Class Packs expire 6 months after purchase.
  • Unlimited months expire 30 days after you take your first class.
  • Unlimited years expire 365 days after you take your first class.

Can I share my membership?

  • Unlimited weeks, months and years may not be shared.
  • You may share your class packs with a family or friend, however it is only valid for one person to join the class.

 

What's included in my unlimited monthly membership?

Your unlimited monthly membership includes unlimited live stream classes, and access to our selection of pre-recorded videos.

Can I cancel my class?

We understand that it isn't always possible to keep our intentions, but to keep it fair for all students and teachers we have a strict booking and cancellation policy in place. Please note that we do not make any exceptions to this policy.


Classes must be cancelled online or via our app no later than 12 hours before the class. If you have trouble with canceling online or via the app you must email us to cancel your class (this still must be done no later than 12 hours before). Missed bookings or late cancellations will be charged in full.

What if a class is canceled?

If a class is canceled by one of your teachers your class will be credited and you will not be charged.

Monthly Auto-Renew Memberships

  1. 1) Monthly auto-renews cannot be shared.
  2. 2) You will be charged on the same day of each month for your auto-renew.

3) Membership fees will automatically be charged to your credit card.

  1. 4) You can update or change your credit card in your online account.
  2. 5) Auto-renews can be frozen up to 2-months per calendar year (January-December) unless you have a note from a doctor. Your subsequent monthly auto-payment will shift forward by a commensurate number of calendar days. Pause requests must be in made in writing by emailing support@iamyogalive.com. Please allow 48 hours to process request.
  3. 6) Your auto-renew can be cancelled at any time in writing by emailing support@iamyogalive.com. If you cancel, you may lose your existing rate. Please allow 48 hours to receive and process your cancelation request.
  4. 7 )If your monthly auto-payment fails for any reason, then your membership may be cancelled and/or you may be assessed a fee.
  5. 8) It is your responsibility to ensure there are sufficient funds available to cover the monthly auto-debit. Should a payment be declined for any reason, I AM Yoga Live reserves the right to process payment at any time to settle any debt owed.
  6. 9) I AM Yoga Live is not responsible for additional bank fees that you may incur from your bank. Bank fees are under the terms and conditions of contractual agreements that lie between you and your bank.
  7. 10) If auto-debit payments fail for 2 payments or more, I AM Yoga Live may cancel the membership and you will be ineligible to sign-up for an auto-renew membership in the future.
  8. 11) All account debts must be settled before cancellation of membership can be finalized, this includes all late cancellation and no show fees incurred.
  9. 12) We reserve the right to cancel memberships if our policies are violated by the student.
  10.  

 

Shipping & Returns

How long does shipping take?

Please allow up to 1 week for your order to process, and to be shipped out. Our fulfillment centers are located around the world. For domestic orders in the United States, it will normally take about 2-3 weeks. For International orders, please allow up to 3-4 weeks. Generally shipping takes between 13-20 days to arrive after being shipped out.

I'm missing a product from my order, what do I do?

Since we have a large assortment of products that are not stored in the same warehouse, it is possible that some products get shipped separately. Do not worry, it is quite normal that you receive a product a few days before the other.

 

Can I cancel or change my order?

 We start processing your order as soon as it is placed. Therefore, we are unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:

-Changing the item or size

-Delivery/billing address

-Adding items to your order

-Shipping method

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What do I do if I receive a faulty item in my order?

In the unlikely event you have received a defective item, please contact us immediately with the following information:  

  • -Your order number
  • -Which item is damaged
  • -A description
  • -Photographic evidence
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Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.

If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support!

 

All claims for parcels arriving damaged must be made within 7 days of the delivery date.

 

Unless proof of damage has been verified by a member of the support team, we cannot action a store credit or replacement.

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.

RETURNS AND EXCHANGES

What is your return policy?

Our return policy lasts 14 days. If 14 days have gone by since the delivery date, unfortunately we can’t offer you store credit or an exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. We will ask for photo proof before you send your item.

You can return your product for store credit, or a different product.


Please contact us support@iamyogalive.com if you would like to return an item.

Can I exchange my item for another size?

If your order does not properly fit and you need to exchange it for the same item in a different size, send us an email at support@iamyogalive.com You will be responsible for shipping when returning the item to us before we send out another size.

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