Getting Started

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 to ensure that people are signing up for the class appropriate for their level.  Those who have been coming regularly to that class get priority.  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 Intake 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 (press firmly and 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, 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.  

What are your hours of operation?

With the exception of the regularly scheduled classes, the studio is open by appointment 7 days a week, 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 24-36 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 no 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 your 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?

Our studio complies with HIPAA standards as a large part of our services depend on knowing some past or current medical history. Note that we are a teaching facility so there periodically may be students observing your session or class. Please be assured that they are required to adhere to our published privacy policy.

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 $50-100 deposit (depending on the type of visit), 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, 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.  

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.  

Private Wellness sessions have a 12 month period and Class packages have a 6 month period.  We are currently extending expiration dates for packages that were purchased later than February 2019 to December 31, 2023 or unless there has been an arrangement made in advance do to travel or unexpected illness.

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.

 If you are new to the studio or to Pilates, we may first require that you either do a private session or an "Intro to Pilates" series prior to your first class.  This requirement depends on experience level, if there are current/prior injuries/conditions, or any other reason that may impact the ability of the teacher to conduct class with minimal disruption to the flow and to maximize safety for all.

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.


Physical Therapy TREATMENT Paperwork & Details

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.


Wellness/Fitness Paperwork & Details

FREE Resources

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