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Frequently Asked Questions

We have the answers to your most pressing questions right here. For any further queries you might have if they aren’t in this list, write to us at reach@ally.family and we will respond to you the soonest.
AllySweat Loyalty Program

What is AllySweat?

AllySweat is a complimentary loyalty membership program open to all members. It is our way of recognizing and rewarding our most loyal members, we are making ALLY a lifestyle. As a member, you’ll enjoy exclusive benefits to make your experiences with ALLY even more sweat-worthy.

 

What are the points earning periods in the AllySweat loyalty program?

Unique to AllySweat, the timing of the program is based on annual quarters (SGT). All Sweat points and Club points accrued are strictly for the specified membership quarter only.  All points do not carry forward to the next quarter. The membership quarters are defined as (dates inclusive):

Quarter 1: 1 January to 31 March
Quarter 2: 1 April to 30 June
Quarter 3: 1 July to 30 September
Quarter 4: 1 October to 31 December

How do I earn Sweat points and Club points?

You’ll earn one (1) Sweat point and one (1) Club point for every class you take at ALLY starting from 1 October 2022.

How is my membership tier determined?

If you earn 35 Club points during the quarter, you will be in the Club Tier.
If you earn 75 Club points during the quarter, you will be in the Resident Tier.

When do I receive the benefits of each membership tier I achieved?

Once you earned enough Club points and reached a higher membership tier, you’ll automatically be upgraded within the next day. Benefits will kick in within the next day. You’ll retain the status until the end of the following quarter.

How and where do I redeem my store credits?

Your Store Credits can be used to redeem your favorite smoothie, class credits, or even offset your next credit bundle purchase*. Inform our Barista or Front of House that you’ll like to use your Store Credits during a purchase at the studio, or click “APPLY Store Credits” when making a Class Credit Bundle purchase on our mobile app.

Terms and Conditions for Store Credit redemption

For all neighborhood bar beverage purchases:
All beverage purchases paid using Store Credits must be made in full. Partial payments of combining Store Credits and Card payment is not allowed. See the example below:

Store Credit balance: S$6
Scenario 1: Payment of a S$12 smoothie by using S$6 Store Credits + S$6 Visa payment NOT allowed.
Scenario 2: Payment of a S$4.50 coffee using Store Credits allowed. The remaining Store Credit balance after purchase is S$1.50.

For Retail and Class Credits Bundle purchases:
You can use your Store Credit balance to offset the final price of your purchase. You must use all Store Credits in one transaction. (eg. Your Store Credits balance will be S$0.00) See the example below:

Store Credit balance: S$55
Scenario 1: Payment of a S$32 cropped tank top by using S$22 Store Credits + S$10 Visa payment NOT allowed.
Scenario 2: Payment of a S$32 cropped tank top by using S$32 Store Credits is allowed. The remaining Store Credit balance after purchase is S$23.
Scenario 3: Payment of a S$125 Promotional Credit bundle using Store Credits allowed. After offsetting the final payment price, your remaining balance to be paid by Card payment is S$70. The remaining Store Credit balance after purchase is S$0.00

Where do I redeem my birthday reward?

The Gift voucher with full redemption information will be sent to the email address registered in your ALLY membership account. This benefit may differ across each membership tier.

Do the Store Credits expire after it is credited into my account?

Store credits are automatically credited to your ALLY membership account with every 5 Sweat points you earn. Store Credits are in SGD and do not expire.

What happens to my lifetime commitment milestones at ALLY?

As part of the AllySweat program, new lifetime milestones will be recognized. Click here!

Who is eligible to join the AllySweat loyalty program?

As long as you have an ALLY account with us, you’ll automatically be enrolled in the AllySweat loyalty program. 

For existing ClassPass members:

ClassPass members who attend class with ALLY can access their ALLY account with the following steps:

  1. Download our mobile app, ALLY SG, available on the App Store or Google Play.
  2. Enter your email address tied to your ClassPass account.
  3. Click Forget Password and create a new password.
  4. Sign in to your ALLY account and check your points earned from taking class with us.

For members who have a separate ALLY account as well as a ClassPass account:

Please be informed that transfer or combination of Sweat points, Club points, and Store Credits you have earned in each account during the membership quarter is not allowed.

Do class bookings using complimentary Class Credits count towards earning Sweat points and Club points?

Complimentary Class Credits such as SQUAD Credits and any credit bundles that are credited into your account Free Of Charge (eg. Credit Bundles won during a giveaway or studio event). Classes attending using these credits do not earn you points under the AllySweat Loyalty Program.

In addition, all late cancellations and no-shows do not earn you points under the AllySweat Loyalty Program.

Who do I reach out to if I have questions about the loyalty program?

You can submit any inquiries directly to reach@ally.family.

Can I stack my Club or Resident bar discounts with any other bar promotions?

No, all promotions cannot be stacked with Club and Resident bar privilleges.

New To Ally

I’M NEW! WHAT CAN I EXPECT?

Here at ALLY, we offer you the new standard of what boutique fitness has to offer. Swing by and join the squad in an adrenaline-pumping and inspiring 50-minute rhythm cycling class. We ride and move to the beat of the music, incorporating upper body choreography and movement for that extra excitement and pump.

Getting sweaty and working out is an important facet of creating a balanced lifestyle. We recommend friends that are new to group fitness classes to experience the benefits of incorporating a little sweat-out session in your day, and our Essentials 50 ride class most definitely is the best option to kickstart your journey! 

I HAVE NEVER DONE AN INDOOR CYCLING CLASS, WILL I BE OK?

There’s a ride for everyone! Our Essentials 50 class is our flagship ride, designed for individuals across all fitness levels. Our essential ride class is your perfect first stepping stone, emphasizing the ride foundation with simpler routines. You’ll still benefit the mind and body as much as our signature and advanced classes. Our rockstar instructors and friendly front desk team will bring you through the ALLY experience, setting a solid foundation for you before you explore and grow further with your squad.

WHAT DO I WEAR AND WHAT DO I BRING ALONG FOR CLASS?

We recommend that you come in your workout gear, and a handy water bottle, and we got the rest covered! Wear something that will not restrict your movements and something that you will feel comfortable sweating in, and bring a handy water bottle and socks.

At the studio, you will change into our Shimano cycle shoes (SPD-SL compatible cleats) which we provide at no extra charge as long as you book into a class. It is compulsory to wear a pair of socks when you ride for hygiene purposes. If you forgot to bring a pair of socks, we sell plain socks at the studio as well. Sweat towels will be provided, and post-class shower amenities by Aesop are provided as well. 

HOW DO I GET STARTED?

Download our mobile app (ALLY SG), and create an ALLY account. As a First Timer, you enjoy our introductory offers: First Timer – (5) Sessions at SGD 99. You can purchase your introductory offer online or in-studio and start booking classes. 

We recommend you pick a bike on the second or third row so that you can follow your squad in the first row. Trust us, it helps! After booking, You will receive an email that shares more information before your first class. We recommend arriving at least 15 minutes before your first class just to settle into our amazingly huge studio and enjoy the facilities and amenities we’d offer.

PRE-CLASS RITUAL

We cannot wait to ride with you shortly! A lot goes into the final minutes before class, so please read the following to understand more about your Pre-class Ritual:

We recommend all members to arrive early, preferably at least 15 minutes before class, especially if it’s your first time at ALLY. Take time to prime yourself before your big adventure. 

Pre-class Ritual

5 minutes BEFORE the class time:
BIKE FOUNDATIONS & FAMILIARISATION

Coaches will invite all new members and first-time riders into the cycle room. For other members that need a refresher on their bike setup, the use of the resistance knob or the SprintShift lever may enter now.

Scheduled class time:
READY, SET UP, GO!

Cycle room doors will open for all remaining members to enter the cycle room to set up their bikes and prepare for class. 

3 minutes AFTER the class time:
THE FIRST SONG STARTS NOW

Cycle room doors will close, and class will begin. Members who are not in the cycle room 3 minutes after the scheduled class time will not be able to join the class. 

As part of our studio policy to practice punctuality and fairness, we reserve the right to deny entry to members who arrive past the start time of the class and for first-timers who fail to attend the pre-class foundation.

YOUR NEW WORKOUT AND HANGOUT SPOT

WHERE CAN I PARK AND WHERE ARE THE ENTRANCES TO THE STUDIO?

Park right at the building! We are located on level 2 of Manulife Tower, at 8 Cross Street. Parking at level 2 will grant you direct access to the studio. If you are coming by public transport or private hire, take the escalator right beside the drop-off point located at Cheang Wan Seng Place Street, which brings you straight into our studio space.

WHAT DO YOU OFFER IN THE STUDIO SPACE?

This is your new healthy hangout. We want you to treat this space as your second home. Come for a workout in our semi-circular cycle room, refresh in our change rooms with complete amenities, before refueling at our studio bar, neighborhood, serving freshly pulled espresso coffee and energy smoothies. If you choose to lounge and get some work done at the studio, you are more than welcome to do so. It’s your space after all!

WHAT ARE THE DIFFERENT CLASSES PROVIDED AT ALLY?

We provide 3 different ride classes – Essentials 50, Signature 60, and Advanced 75. Keep a look out for themed classes that happen frequently as well. 

Essentials 50
This is our flagship ride, designed for individuals across all fitness levels. With a mix of cardiovascular conditioning and strength training, this class is programmed to a meticulously curated playlist that will energise and challenge you.

Signature 60
A 60-minute ride tailored to those looking for an extra push. Feel the burn in our signature high-intensity sequence that will build muscular strength and power. Expect higher resistance, more sprints, and
longer runs.

Advanced 75
Let’s aim higher! Switch up your 
regular fitness routine and stretch your endurance with this exhilarating 75-minute class. Advanced 75 is truly transformative, and will push you, both physically and mentally, beyond your limits.

WHAT ARE COMMUNITY CLASSES?

Community classes are free-to-attend rides led by our newest instructors. They are free-to-attend classes for members. You’ll need an active credit in your account to book a bike in the class. 

You will receive a return credit after class to use at the studio again within the following 4 weeks. The return credit does not apply to the following bookings:

  • Bikes assigned to members’ guests
  • Bookings made with New to ALLY Trial packages 
  • Bookings made with Complimentary credits (i.e. SQUAD credits, Best Friends credits, or A-List Guest Pass credits)

Regular booking policies apply. No shows and late cancellation will result in a forfeit of the credit. 

Promotions cannot be stacked. For the community class, the community ride terms and conditions will supersede any other promotions’ terms and conditions. 

WHAT AMENITIES ARE PROVIDED IN THE CHANGE ROOMS?

Think airport lounge, think primo hotels. Lather yourself in our Aesop shower amenities leaving you feeling fresh as a rockstar. Separate men’s and women’s specific amenities are provided in respective change rooms as well.

ARE THERE SPACES WHERE I CAN STRETCH AND LOUNGE?

Yes and yes! There are ample spaces in the studio that are made for you to lounge and relax before and even after class. Pre-order and grab your recovery or celebratory smoothie at our in-studio bar – neighborhood – after your workout and receive a 10% discount.

CREDIT BUNDLES MEMBERSHIPS

WHAT MEMBERSHIP OPTIONS DO YOU OFFER?

Head over to www.ally.family to learn more about our credit bundle offerings. At the moment, we offer single-class credits and credit bundles memberships. For all corporate partners, write to us at reach@ally.family to enquire about how to become an ALLY Partner.

WHAT ARE CREDIT BUNDLE MEMBERSHIPS?

You will need an active credit bundle to book classes at ALLY.

After purchase, you must activate your credit bundle by booking a class within 30 days. Your credit bundle validity will kick in from the date of your first class booked. All standard credit bundle memberships have a validity of 12 months. The validity period for promotional and special credit bundles may differ.

We offer single (1) class, (5) classes, (15) classes, (30) classes, and (50) classes credit bundles. You will be reminded to utilize all credits before the expiry date, and that any remaining credits after the validity period are strictly not redeemable or refundable for cash.

Some of our credit bundles allow you to book up to 5 bikes per class. Bikes must be assigned to your guest ALLY account on the booking summary page on the mobile app.

HOW CAN I PURCHASE A CREDIT BUNDLE?

You can do so directly from the ‘BUY CLASSES’ tab on the website or mobile application. Alternatively, you can do so at the studio as well. If you are unsure of which membership or credit bundles are best suited for you, drop us a call at +65 6518 9588 or an email at reach@ally.family and we will be happy to assist. If you wish to make an advance purchase and subsequently make payment at the studio, please drop us a call or email and we will be glad to accommodate.

ARE SHARING OF MEMBERSHIPS ALLOWED?

We allow sharing of your 50 class credit bundles with 1 other account. To share credit bundles, email us at reach@ally.family with your ALLY account email address and your request. 

WHAT’S YOUR REFUND POLICY?

All sales are final. As applicable, credit bundles and membership are non-refundable. No exceptions once a purchase is made. We do not offer refunds on purchases for our services, beyond your statutory rights. We plead that you are comfortable and certain about our studio and product offerings before making extravagant purchases.

CAN I EXTEND MY CREDIT BUNDLE MEMBERSHIP?

We provide  Credit Validity Extension at S$30 for 30 days, purchase can be made on our website.

Complimentary extensions of series are based on a case-by-case basis. If you require an extension, kindly drop us an email at reach@ally.family with relevant documentation and we will gladly assist.

WHAT HAPPENS IF THE STUDIO CLOSE DUE TO COVID GUIDELINES?

If our studio is forced to close as a result of government measures, all packages and memberships will be automatically frozen – you don’t need to do anything.

BOOKING AND CANCELLATIONS

HOW DO I BOOK CLASSES?

Download our mobile app (ALLY SG) and book your next class! Our online schedule is released up to 2 weeks in advance and the booking window opens every Monday at 9:00 PM, for classes held in the next week from Monday to Sunday. Set your alarms to guarantee a higher chance to secure your favorite bike and instructor. You can book into any class up to 5 mins before the start time. (bookings via ClassPass close 15 minutes before the start time) If your preferred class is fully booked, you can add yourself to the online waitlist to try your luck at grabbing a spot.

HOW DOES THE WAITLIST WORK?

The waitlist for classes opens when the class is fully booked online. You will move up the waitlist when members cancel their spots for that particular class. There is no guarantee that you will be allocated a spot, so do check your account to see if you have secured a bike in class or not. The waitlist is first-come-first-serve.

The waitlist will stop auto-enrolling members 12 hours before the start time of class. Classes will open up for booking on our schedule if there are any late cancellations. You may check the schedule and book into any available slots. 

Note: All members must check in 5 minutes before the start of class. Failing which, they will have their spots released to members on the waitlist, any walk-ins members, or members who wish to switch bikes. 

ARRIVING FOR CLASS

We cannot wait to ride with you shortly! A lot goes into the final minutes before class, so please read the following to understand more about your Pre-class Ritual:

We recommend all members to arrive early, preferably at least 15 minutes before class, especially if it’s your first time at ALLY. Take time to prime yourself before your big adventure. 

Pre-class Ritual

5 minutes BEFORE the class time:
BIKE FOUNDATIONS & FAMILIARISATION

Coaches will invite all new members and first-time riders into the cycle room. For other members that need a refresher on their bike setup, the use of the resistance knob or the SprintShift lever may enter now.

Scheduled class time:
READY, SET UP, GO!

Cycle room doors will open for all remaining members to enter the cycle room to set up their bikes and prepare for class. 

3 minutes AFTER the class time:
THE FIRST SONG STARTS NOW

Cycle room doors will close, and class will begin. Members who are not in the cycle room 3 minutes after the scheduled class time will not be able to join the class. 

As part of our studio policy to practice punctuality and fairness, we reserve the right to deny entry to members who arrive past the start time of the class and for first-timers who fail to attend the pre-class foundation.

WHAT HAPPENS IF I ARRIVE LATE FOR CLASS?

As part of our studio policy to practice punctuality and fairness, we reserve the right to deny entry to members who arrive past the start time of the class and for first-timers who fail to attend the pre-class foundation.

CAN I LEAVE CLASS EARLY?

As a safety precaution and to respect the experience of fellow guests, we ask that you only book yourself into classes that you know you can fully attend from start to finish (including the stretch). All classes start and end on time to respect your commitments outside of our space.

CAN I MOVE OR CANCEL MY RESERVATION?

We practice a 12-hour cancellation policy. Kindly cancel your bike at least 12 hours before class to avoid a forfeiture of class credit. All members who arrive late or didn’t show up will have their credit forfeited for that class. 

PRIVATE RIDES

We also offer Private Rides to all members. Write to us at reach@ally.family if you would like to organize a private class.

OTHERS

IS THERE AN AGE LIMIT?

We welcome all those who love to sweat and vibe out! All members, regardless of age, will have to sign a waiver form before their first class. Members below the age of 18 will have to have an accompanying adult present to sign the waiver form.

REFERRAL PROGRAM

We have terminated our previous referral program. Keep a look out on our socials for the latest updates!

I WANT TO BRING MY PHONE INTO CLASS!

We have no qualms about bringing your phone into the cycle room, however, put it on flight safety mode and flip and face your mobile screen towards the ground to prevent any accidental light-up of the screen.

CAN I BRING MY KIDS OR PETS TO THE STUDIO AS I ROCK OUT IN CLASS?

We’d love to have furry pets here! We do not offer pet sitting services at this time.

We love the little ones, but all infants and toddlers must be accompanied by a supervising adult at all times. All other children that are able to take care of themselves are welcome to lounge in the communal area. We might even offer a free smoothie to your young one.

ATTENDING CLASSES WHILE PREGNANT?

Please click here for more details.

WHAT ARE YOUR COVID-19 MEASURES IN PLACE IN THE STUDIO?

Please click here for more details.