Studio Rules & Policies

(Updated Jan 2026)

Welcome to LEVEL Jakarta! Please read our studio policies carefully to ensure a smooth, enjoyable training experience for yourself and others. Your full cooperation helps maintain a respectful and healthy environment.

If you have any questions or concerns not addressed here, please do not hesitate to reach out to our Front of House team and we’ll be happy to assist you!

Studio Membership & Registration
  • Membership types
    LEVEL offers personal training (1-on-1, couple, small group of 3–4) and semi-private group classes (max. 10 participants).
    All packages come with a fixed validity period. Extensions are only granted for medical reasons or permanent relocation—supporting documents required. Consult our team to choose the best package for your goals and schedule.
    You can check out our list of services on our rates page.
  • Registration process
    Purchase your first package in-studio or via WhatsApp. Our Front of House team will help you activate it. Subsequent bookings can be made via the MindBody app (recommended) or through the Front of House/your coach. All new clients must complete and sign a waiver form before their first session.
  • Age restrictions
    For group classes, the minimum age is 17. Ages 13–16 may join if accompanied by an adult participating in the same class.
    For personal training, there are no specific age restrictions, but those under 17 must train under coach supervision at all times. Please consult Level staff beforehand if you are under 17 years old.
  • Guest/Non-client visitor policy
    To maintain a focused and safe environment, only clients actively training may enter the studio areas (Telok Ayer and Robinson rooms). Non-clients—including friends and family—are not allowed to wait or observe inside these spaces. Guests must remain in the lounge or vanity areas.
    If you need a companion during personal training (e.g., due to medical or mobility reasons), prior approval is required from the Front of House or your coach. The maximum capacity of our Telok Ayer studio is 8 pax including instructors. If you wish to bring in a companion, they cannot exceed this maximum capacity. Approved companions must remain discreet and non-disruptive. Disruptive guests will be asked to leave immediately. Repeated issues may lead to further restrictions.
Bookings (PT/Class)
  • Schedule and how to book
    For group classes, our class schedule is renewed every Sunday and will be reflected on the Mindbody Online app, our website, as well as published on LEVEL Instagram page. If you don’t have an existing package, please reach out to our Front of House via WhatsApp, DM, or in-studio. If you already have an active class package, you can book directly through the MindBody Online app.
    For personal training, first timers must book the first assessment session via the Front of House. Once you have an active personal training package, you can make training appointments directly to your assigned personal trainer. Please book in advance to ensure availability of space during peak hours as well as to secure your time slot with your coach.
Studio Policy for ClassPass and third-party booking platforms
  • Any bookings made through ClassPass must abide by the rules and regulations set by ClassPass accordingly (eg. their booking, cancellation, and tardiness policies). LEVEL is ClassPass’ studio partner and has no control over what policies are set by ClassPass at the time of your booking (eg. penalties, fees, etc.).
  • LEVEL is not liable for any issues involving bookings made through ClassPass. Please reach out to their customer support team if you encounter any problems with your booking.
Latecomers Not Welcome
  • Booking window and cancellation policy
    For group classes, we advise you to book 12 hours in advance to secure your slot. We cannot guarantee that the class you want is available if you book later than this. If you can’t make it to class, please cancel 12 hours before the class time to avoid penalties.
  • For clients with a class pack, a credit will be taken off in the case of late cancellation or no show. For clients with an unlimited pack, a penalty of IDR 150,000 will be imposed for each late cancellation or no show. This will be billed separately by the Front of House staff and any accumulated penalty dues must be cleared by the end of the calendar month if you would like to continue booking in the month thereafter.
  • For personal training, you can book a session with your coach any time as long as his/her schedule is available. If you must cancel your session, please cancel 12 hours before the scheduled appointment. In the case of late cancellation or no show, a credit will be taken off your personal training package.
  • Tardiness policy
    You are encouraged to arrive 15 minutes before your scheduled class or personal training session.
  • For group classes, you are not allowed into class if you are late for more than 10 minutes and/or the warm up portion is done.
  • For personal training, arriving late will shorten your 60-minute session. I.e. if you are late by 15 minutes, your session must still end within the next 45 minutes.
Payments & Refunds
  • Accepted payment methods
    We accept over-the-counter EDC card payments, cash, QRIS, as well as bank transfer to the following account:
    BCA 070-0233855
    LEVEL FITNESS INDONESIA
  • Refund and credit policies
    All LEVEL packages are non-refundable, non-transferable, and non-exchangeable except in the case of medical conditions or emergencies that may prohibit you from training as well as permanent relocation, subject to approval by LEVEL management.
    Refunds for any reason are issued minus any applicable taxes and fees, which will be deducted from the final amount you receive.
Studio Etiquette & Conduct
  • Dress code
    All clients are required to wear suitable gym attire when exercising.
    A top and closed footwear must be worn at all times in the studios except when the class in session does not require footwear.
  • Cleanliness
    Please make use of the cleaning supplies provided in each studio to wipe down your equipment after use. We also provide sport towels that you can bring into your session to keep things dry, comfortable, and sweat-free.
  • Personal belongings and storage
    Clients may not leave personal belongings at the studio. LEVEL is not responsible for any lost or missing items.
    Lost items found on-site will be placed in our Lost & Found box and held for 24 hours. After this period, unclaimed items will be discarded.
  • Respectful behavior toward staff and members
    All clients are expected to treat LEVEL staff and fellow members with respect at all times. Harassment, discrimination, aggressive behavior, or any form of verbal or physical misconduct will not be tolerated. We reserve the right to take appropriate action, including suspension or termination of access to the studio, in response to any violations.
  • Cell phone use and noise control
    Clients are encouraged to keep their phones securely stored during training to prevent damage and distractions. Phone calls, loud notifications, or excessive noise are not allowed in training areas, as they may disrupt other sessions and the overall studio environment. Please be mindful and keep conversations and device use discreet.
  • No smoking in the studio area
    Smoking, including the use of e-cigarettes or vaping devices, is strictly prohibited within the studio and in all indoor and outdoor areas of LEVEL premises. This policy is in place to ensure a clean, healthy, and safe environment for all clients and staff. Violations may result in disciplinary action, including suspension of studio access.
Health & Safety
  • Medical clearance and personal responsibility
    Clients are responsible for ensuring they are medically fit to participate in training. If you have any pre-existing conditions or health concerns, please consult your doctor before joining. By training at LEVEL, you acknowledge and accept full responsibility for your own health and safety.
Equipment Use
  • Proper use of studio equipment
    Clients must use all studio equipment only as intended. If you are unsure how to use something, please ask our coaches for guidance. Always follow instructions given during classes or personal training sessions.
  • Policy on bringing personal equipment
    Personal equipment is not allowed in the studio. LEVEL is not responsible for any personal items brought in or left behind—please refer to our Personal Belongings & Storage Policy for details.
  • Damage liability
    Clients may be held responsible for repair or replacement costs if studio equipment, furnishings, or facilities are damaged due to misuse or negligence.
Locker Room & Facilities
  • Locker usage and personal item security
    Clients may request a locker key by exchanging a valid government ID at the front desk and must return the key after use. Please store all personal belongings inside the locker while training. Only staff hold spare keys; Level is not liable for any items left outside locked lockers.
    A fee of IDR 100,000 will be charged for lost locker keys, so please keep your key secure.
  • Shower and restroom guidelines
    Our shower rooms are gender-neutral and intended for changing, showering, and other personal needs before or after sessions. Please use the facilities appropriately and respectfully. Additional restrooms are available in the mall next door.
Children & Pets
  • Children policy
    For group classes, children not participating in a training session are not permitted in the group class studio, Robinson, under any circumstances. Please refer to our age guidelines if you wish to enlist your child for training.
    For personal training, we strongly discourage bringing children unless they are actively training under a coach’s supervision. Clients bringing children under 17 must sign an additional waiver and are fully responsible for their behavior. Disruptive children may be asked to leave at staff’s discretion. We encourage bringing a guardian or companion to attend to the children in the lounge area.
    Guidelines:
    Ages 0–6 must remain in a stroller, in a designated area assigned by staff.
    Ages 7–13 must stay in a designated studio corner.
    Ages 14–16 must wait in the lounge area.
  • Pet policy
    Pets are not allowed inside LEVEL premises. Your furry babies are welcome to wait in the garden area on the first floor. Supervision is advised.
Photography & Media
  • Policy on taking photos/videos in the studio
    By signing our waiver, you may choose to opt in or out of being photographed or filmed by LEVEL staff. However, please note that LEVEL cannot control or be held responsible for photos or videos taken by other clients. Be mindful and respectful of others’ privacy. If you wish to record yourself, ensure that your equipment is placed safely and does not disrupt the session or block walkways.
Studio Rights & Member Agreement
  • Right to refuse service or terminate memberships
    LEVEL reserves the right to refuse service or terminate memberships if a client engages in disruptive behavior, harassment, verbal or physical abuse, destruction of property, or any actions that compromise the safety, comfort, or integrity of the studio environment.
  • Policy updates and member communication
    All important updates—including session confirmations, package reminders, and announcements—will be sent via WhatsApp (both direct messages and broadcasts). You will also receive email confirmations for your bookings. Please save our official WhatsApp number to ensure you receive all studio communications in a timely manner.
  • Agreement to abide by studio rules upon signing up
    By signing up at LEVEL and completing the waiver form, you agree to follow all studio rules and policies as outlined. This includes respecting staff and fellow members, using equipment responsibly, maintaining proper conduct, and complying with all safety and operational guidelines. Failure to do so may result in warnings, suspension, or termination of access to the studio.


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Email: info@levelstudio.id
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