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We have provided answers to some of our most Frequently asked questions.

Please give them a read to save yourself some time, as it is very likely that the problem you are encountering can be answered with one of our solutions below.

If none of these suggestions and processes can help fix your problem, please fill out the form at the bottom of this page or see our contact page for details of how to get in touch with us.

FAQs

Why do I have to create a new account?

Aerialize changed booking softwares at the beginning of 2023 and so in order to make bookings with the new software, you will need to create a new account, that can be done here.

What is the Registration Fee?

The registration fee is required to enrol in term classes or purchase multiple passes at once, it is annual and expires at the end of the year

How do I create an account?

    - Creating an account just for yourself:

Creating an account can be done from the 'Log In' page or click here to create an account. 

    - Creating an account for a child if you don't already have a parent account:

If you want to enrol a child, you must create an account for a parent and the child, to do this, please go here, select 'yourself and child or other family members'.

You will then be prompted to fill in your child's details. Only add an email address for your child if you want them to recieve notifications and emails, this field is not required for your child.

Once you have done this, at the bottom of the page, there will be a button labelled 'Add Another Dependent', if you have other children you want to add, please select this. 

Once finish this, then select 'sign up', and then you should be prompted to sign the liability waiver. You must do this for yourself and your children. After you have created your accounts, you can purchase passes and courses for yourself and your children. Just make sure you select the correct option for who it is for.

    - Adding a child to be managed by your existing account.

Log in to your account and go to 'dashboard' on computer, or click on your profile icon on mobile. If you scroll down you should then see a button called 'Manage Another Person' select that and fill out your child's details.

An email is not necessary for your child, but is helpful if you want you child to recieve email notifications.

Is an Account required to enrol?

Yes, all enrolments and bookings require an account with Aerialize, except for private training as organised with you and an instructor. This is because Aerialize must keep track of attendance numbers in order to make sure we are within our safe operating rules, as well as ensuring we have emergency contacts for everyone training in our classes. If you have a child under 18 that you intend to enrol in a class, you will need to create an account for a parent or guardian to sign the waiver for your child.

How do I enrol in a 'Drop in' class?

Drop in classes require passes. The pass that you will use to enroll in a drop in class varies based on the type of class and it's duration.

Generally, if you select your class and click 'enrol', you will be prompted to purchase the relevant passes. 

Once you have purchased the passes, you can then go back to the timetable and enrol in the courses you wanted. Please note that if you purchase a multiple pass pack, passes will not automatically be applied to consecutive sessions.

See 'I've purchased a multiple pass pack how come I am not enrolled automatically?' below for more. 

Why can't I purchase a 5 or 10 pack of passes for my class?

This may be because there are no longer 5 or 10 spots available for this pass to be used in this term. This is most likely the case when the term has already started or you are trying to enrol in a particularly popular class, as some sessions will have already passed, and some may be booked out, so the system is trying to prevent you from purchasing passes that you won't be able to use.

I've purchased a multiple pass pack, how come I am not enrolled automatically?

 

You must apply each of them individually to all of the sessions you want to attend. This is in order to provide you with more flexibility and prevent confusion around accidental bookings.

I'm not sure about the level of class I should be enrolling in, how do I choose?

This Aerialize Offers 3 levels, Beginner, Intermediate, and Advanced, we also offer 'Open' classes which are general and accept and accomodate all experience levels.

We generally advise that if you have not been to an Aerialize class before, that you start with beginner, this is because beginner classes often fill up first and so you may miss out on the right class if you enrol in an Intermediate or Advanced class and have to change.

If you are unsure as to whether you should enrol in a beginner or intermediate, or an Intermediate or an advanced class, we would almost always recommend that you enrol in the easier level class and let your instructor know that you were unsure of your level so that they can be sure to assess your skill during the lessons and let you know if you should move up.

Please be aware, not all aerial and acrobatics schools use the same standards for categorising abilities and skill progression, and you might be surprised by the difficulty of your class. Your instructors are always able to recommend you move up a level if they believe you would be able to better develop your skills in a more difficult class.

How do I use my Active/ Creative kids voucher?

In order to redeem Active/Creative Kids vouchers we require the 16-digit Voucher Number, your child's name and date of birth, as well as your email address so that we can send you the discount code to use at checkout. You can either send us an email with the vouchers attached either as a screenshot or otherwise, or you can fill out our handy form, here.

Once you have submitted the required information, we will redeem your vouchers, please be patient with us, as we must do this manually, and it can take up to 2 business days (in very rare circumstances), but you should expect to receive an email with a voucher code shortly. The voucher code can then be used at checkout to take $100 off your purchase, but only for Junior and Teens courses and passes. If you wish to use your voucher code enrol your child in an adults course, please call the office to make the enrolment. All other enrolments using Active and Creative kids voucher can be done online from your account, 

I want to have a party at Aerialize, how do I book this?

We offer party bookings for three time slots on Sundays, please go to the Parties page, and use the timetable at the bottom of the page to find an open slot on the day you would like.

Select 'week' in order to see this Sunday, and use the arrow buttons on the timetable to navigate forward and backward in time. Before you try to book, make sure that you have an account, if you don't, one can be made here.

Once you have found the time slot that will work for you click 'enrol' and continue with making the booking. This will let the office know what time you want to have the party and will get the process started for organising instructors. Expect to receive an email from us confirming the availability of your Party soon after.

Please consult the pricing table on the 'Parties' page in order to know how much you can expect to pay. These rates are based on the number of instructors we will need to hire, which varies based on the number of party-goers you plan to bring.

Please see the 'Parties' page for more information or contact us for specific enquiries.

Can I do a Trial of a class?

We do offer trials for classes in the first 2 weeks of term, please call the office so that they can book you in. Please note, you will need an account to be booked in (see: 'How do I create an account?' for more info) and we do not offer free trials.

When you get to your class, just let your instructor know that you're doing a trial to avoid further confusion. 

How do I cancel my booking?

In most circumstances you should be able to un-enrol yourself once logged in on our website. Alternatively, send an email saying you will be unable to attend the class or appointment before the cancellation period expires and we will un-enrol you from that class. 

Our cancellation policy prevents cancellations of drop in classes or appointments within 24hours of the event, and prevents cancellations of term courses within 48 hours of the first class.

However, If you have a medical reason such as illness, injury, mental health, or an injured/ill family member, please provide a medical certificate to cancel it within the 24hours window for drop ins and 48 hours for courses.

Please note, we do not offer make up classes if you are unable to attend a class for a term course you have committed to. 

When will I be able to book into next term?

We aim to have next term's schedule finished and available for enrolments by week 8 the current term. We do not have waitlists for classes, so the best way to guarantee a place in a popular class is to enrol as soon as the class becomes available for enrolment which will likely be some time during week 7 or early week 8.

If none of these suggestions and processes could help, clearly this is a matter to be solved by contacting us. Please fill out the form below or see our Contact page for more contact details.

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