General

Are the online memberships and in-studio memberships interchangeable?

Online memberships are separate from our in-studio memberships. If you have an in-studio membership (that is either ongoing or on hold), you will receive complimentary access to on-demand classes as a member perk. However, if you only have an online membership, this does not include in-studio classes.

I have an account in-studio as I’ve taken classes before, but I can’t log into my account through Underground Online. What should I do?

In-studio account information is not integrated into Underground On-Demand. A separate account must be created on On-Demand Classes in order to access the online classes.

I’m a current in-studio member and my On-Demand login credentials are not working. What should I do?

Please reach out to Nicole at nicole@theundergrounddance.com if you’re experiencing difficulty with your login information.

I’m a current in-studio member and I can’t find my On-Demand login credentials / they haven't been sent to me. What should I do?

Please check your junk / spam folders for our email with your login information. If you still can’t find it, please email Nicole at nicole@theundergrounddance.com.

Will you be adding more classes to the platform? If so, how often?

Yes, we will be adding additional classes every Monday and Friday, in various styles and levels.

Account Management and Billing

What is the online classes pricing?

Please head to our website to check out our subscription options here.

Does the free week trial start on the date of purchase or the day you start your first class?

The free week trial starts on the date of purchase and your first bill will be generated on the 8th day, after your 7 day trial.

More information on Free Trial and the Monthly Subscription:

Our 7 day free trial is a great way to try out Underground On-Demand before committing to a monthly subscription. You can cancel anytime during the 7 day trial before your billing date. You'll be charged right after your free trial ends with the selected payment method from sign up for the monthly membership. Your account will be charged on the same day once a month. Example: If your first payment is on October 1st 2020 (after the free trial), your next payment will be made November 1st 2020.

You can view your next payment date at any time on the Billing page under Dashboard once you subscribe.

Will the 7 day free trial auto renew into a monthly membership?

Yes, if you choose our COVID support monhtly membership for $19/month, it is connected with the 7 day free trial and it will auto renew each month.

I am getting a payment error? How do I resolve it?

If you're getting a payment error, please check on the below points:

  • Make sure to use the accepted payment methods (We accept all major credit or debit cards such as Visa, Mastercard, American Express, Discover, and PayPal)
  • Avoid using prepaid cards since it tends to not be as reliable and can cause issues
  • Ensure your card is eligible for international transactions. You can contact your bank to confirm the same.
  • Make sure that you are entering the correct information
  • Confirm that you have enough funds to cover the charge
  • Please contact your bank and ask them to let the payment through

How can I retry the failed payment for my current subscription?

If you’re unable to complete the payment or facing an error, check on the above mentioned points to resolve a payment issue.

  • Try and use alternate payment methods
  • Update your payment method to a new payment method to avoid payment failures in the future

How do I cancel the 7 day trial, monthly or yearly membership?

You can cancel anytime during the 7 day trial before your billing date on our COVID support monthly membership. You can cancel your monthly or yearly membership anytime prior to the next billing date. To cancel, sign into your account through Underground On-Demand. Click on “Dashboard” and select “Billing”. From there, head to "Active Plans" and select "Change" to cancel your membership.

If I cancel my yearly membership, do I still have access to my classes for the year I paid?

Yes, you will have access to the full year’s worth of classes you paid for, even if you cancel. Cancelling your membership means that it will not auto renew once your one-year contract is up.

What is your refund policy?

All sales are final.

COVID-19 Support and Monitoring

Important information to support you in your dance journey during the current pandemic situation:

How is The Underground Dance Centre monitoring the impact of COVID 19?

The Underground Dance Centre is determined to keep our community safe. We continue to monitor COVID-19 and have been following Provincial Government Guidelines. We are currently closed and will provide updates as soon as new information is available.

How do I know if the In-Studio classes are still happening?

We recommend following us on social media, as we will provide updates as soon as we know more information about reopening. We have a new online On-Demand Classes platform that our students can have access to with over 500 classes to choose from.

How is my membership impacted?

If you were on a 4x, 8x or Unlimited in-studio membership prior to the COVID-19 shutdown, we ask that you submit a hold or cancellation request through our website. If you continue running your membership throughout our closure, we will be providing a free additional month per charge and free access to our online classes.

How is The Underground Dance Studio working with studio staff and teachers to help customers continue their dance journey?

We have a new On-Demand Classes platform that our students can have access to with over 500 classes to choose from. We are very determined to continue to provide the best dance journey possible for our students/staff during these difficult times.

For more information on On-Demand Classes, click here.

If you are experiencing any issues, please send us an email at hello@theundergrounddance.com.