If you have not been here before, you will need to register into our in-studio account (called MindBody Online). This will give you access to your appointment times, receive automated reminders, view your payment and visit history, and allow you to schedule yourself for classes (on hold for now) or even request PT & private Pilates appointments some practitioners.
How do I schedule a Private Physical Therapy or Pilates appointment?
Please call us at 510-523-1900 or fill out our secure form on the "CONTACT US" page. We typically respond on regular business days within 24 hours.
How do I schedule to get into a class?
We are currently manually scheduling everyone for group classes due to the COVID pandemic creating fluctuations in our schedule and to ensure that all participants are vaccinated. If you would like to join a class, contact us here.
What do I bring with me to my first appointment?
1. New Patient or Wellness Client Forms if you are coming for physical therapy treatment or if you are coming in to do private sessions. See bottom of page.
How do I dress?
Please wear attire that allows for ease of movement and that enables us to monitor your alignment from head to toe. Avoid jeans, very baggy clothes (including baggy shorts for men unless you wear tights underneath), dangly jewelry, and clothes/accessories with sharp edges or fasteners when possible. Many exercises are best performed without shoes or socks. We sell special grip socks in our studio to help maintain contact with the equipment.
Where do I park?
ProBalance has 4 assigned spots marked “ProBalance Only." You may park in one of these or in any unmarked spot within our large parking lot. Please do not park in any other parking spots that don't have the 2213 address. Note that there are also handicapped parking spots within our complex.
If you will need any assistance from your car to our studio/clinic or vice versa, please let us know in advance so we can assist you.
What if I arrive before or at my appointment time and the door is locked?
We occasionally lock the door if we do not have someone at the front desk (especially during evenings/weekends and currently during the pandemic). You may ring the doorbell (hold it for at least 2-3 seconds) and this will alert any practitioner who may be upstairs or in a room with a closed door to come out and meet you. If this is just for a regular appointment where you do not need to fill out any additional paperwork, please wait 5 minutes before your appointment time to ring the bell if the door is locked so as to not disrupt a class if the teacher is upstairs.
How long is a session?
Unless otherwise specified, most private pilates and physical therapy sessions and classes are 50 minutes in length. We adhere closely to our schedule so please arrive on time and realize that if you arrive late, your practitioner or teacher will still need to end at the original time.
We do occasionally offer longer 85 minute sessions for those who are not able to attend as regularly and want to spend more time in a single session. We also offer short 25 minute sessions and eXpress classes for those with time constraints or may not have the endurance for a longer session.
What are your hours of operation?
With the exception of the regularly scheduled classes, the studio is open by appointment Monday-Friday and occasional weekends at various times, depending on the practitioner. We do our best to accommodate schedules so feel free to contact us to see if we have someone available for the times you would prefer. We typically will return phone and/or email messages sent to the office within 24 hours (on weekdays) or on the first day back from a holiday or weekend (if a message was left after hours).
Please respect that our practitioners and office staff are "off the clock" when they are not working during their studio hours so it may take longer to receive messages if sent directly to them, but we encourage you to cc them on messages, especially if it's timely in manner.
Emails that originate from or responses from physical therapists or physical therapist assistants at ProBalance® are encrypted for HIPAA security.
General Studio Policies
What are your general studio policies?
Please refrain from using colognes, perfumes, or scented lotions.
Please turn off cell phones before entering and refrain from chewing gum.
Please be aware that this is a healing environment and a place where people seek safety and positivity. Negative or disrespectful comments to our staff or others will not be tolerated.
Please do not enter any of the downstairs studio rooms, upstairs studio, or get on apparatus before your practitioner has arrived, unless you have been directed by a ProBalance staff member to do so. We also ask that you leave your treatment room and/or the upstairs studio space immediately at the end of your session/class unless otherwise instructed by your practitioner/teacher or staff member. We love to chat and to have our community chat with each other, but please take longer, casual conversations outside so that we can respect the space for the next clients/patients.
Safety of our clients and staff are always our highest concern. The practitioners at ProBalance reserve the right to refuse treatment or services (PT treatment, fitness sessions, classes, etc) to any individual who may have a condition or situation that may put themselves or others at risk of injury or that is out of the scope of practice for that practitioner.
What are your privacy policies?
In addition, if there is a request or subpeona for records, a HIPAA release must be signed by the patient unless it is ordered directly from the court.
> Read or print a copy of our HIPAA privacy policies
What are your payment policies?
Payment is expected at the time of service by cash, check or credit card. Returned checks will incur an additional $20 charge and balances over 30 days may be subject to collection fees and interest of 1.5% per month on the outstanding balance. If this is your first time to the studio and you are scheduling an initial evaluation or private session, you will be asked to reserve your spot with a $50 deposit, which can be applied to that first visit. An unexcused no show or late cancellation may risk losing that deposit.
What is your cancellation policy?
Cancellations for private appointments made before 24 hours of the scheduled time may be done at no charge by contacting your practitioner directly, email us, calling 510-523-1900, or directly from our online scheduler.
Late cancellations/no shows for appointments of less than 24 hours will be charged a fee ranging from 50-100% of the session price depending on the type of appointment and frequency of late-cancellations.
Cancellations of classes are allowed up to 12 hours before class start time. Note that class instructor reserves the right to cancel the class within the 12 hour window if there are an insufficient number of signups for the class.
If there was an outstanding reason for a late cancellation (medical emergency, illness, COVID related quarantine/symptoms, death in the family), please contact our office before the start time of your appointment. We operate on the honor system.
Note that frequent cancellations of any type (whether excused or unexcused) and frequent last minute changes may result in being placed at the bottom of the waiting list for appointments or discharged as a patient from our facility. Cancellations have a direct impact on our business so please be respectful.
When are refund/exchanges allowed and when might there be an additional administrative fee?
There is a $35 administrative fee to exchange a used package for ProBalance credit for different services once one session in a package has been used.
Refunds on unused packages will only be issued within 7 days of purchase. Beyond 7 days, we can refund to account credit your unused package amount to be used towards future services or products.
Please keep in mind that we will not retroactively change physical therapy visits requiring a superbill to a wellness package. You are welcome to change future visits to a wellness priced package.
Additional fees may also apply if there is a task that requires more substantial time from our office staff or physical therapists that is outside of the designated treatment time or normal/typical course of that session (i.e. assistance in completion of paperwork for disability, insurance compensation, school, etc., travel time if offsite, excessive requests for advice by phone/email to name a few.
Are there expiration dates for certain services/packages?
Yes, please refer to your receipt for details.
We are currently extending expiration dates for packages that were purchased later than February 2019 due to COVID through 2022.
What are your class policies?
To ensure everyone's safety and to ensure a smooth transition, we ask that you do not enter the upstairs studio or get on apparatus before your Pilates teacher has arrived and/or before class has started unless you have been directed by a ProBalance staff member. We also ask that you leave the upstairs studio space within 5 minutes of the end of your class unless you've been otherwise instructed by your teacher or by a ProBalance staff member.
Please let your practitioner or teacher know if there have been any changes to your health or if you have a health condition that is of concern to determine if it is safe for you to proceed with appropriate modifications.
The practitioner reserves the right to deny class participation to any individual if they are concerned for the safety of any of the participants.
Please arrive on time. If you arrive late, it will be at the teacher’s discretion as to whether or not you will be allowed to enter class. You will typically not be allowed to enter the class 10-15 minutes past the start time of the class. This is to ensure a safe warm-up, minimal disruption, and optimal exercise experience for everyone.
A signed waiver (online) is required to be allowed to participate in class.
All GROUP class participants are required to adhere to current COVID precautions outlined for the ProBalance Studio as classes are located within a healthcare facility.
Physical Therapy Patient Paperwork
If you are coming in to get treated for a specific condition by a licensed physical therapist or licensed physical therapy assistant, then you'll need to fill out these forms.
Wellness & Fitness Paperwork
If you are coming to see us for wellness or fitness, regardless of whether it is by a physical therapist, physical therapy assistant, or Pilates/Movement teacher, then you'll need to click below to fill out these forms.
Understanding WHY you are doing something helps you become an integral part of your own healing. Click below for some of our free resources listed inside our Online "Be Well-Stay Well™" portal, including simple exercises, mini-workouts, mythbusting videos, a posture & body mechanics checklist, and more.
Click here for access to our FREE video library