General
General FAQs
Do I need to create an account?
Yes. Creating an account offers a seamless way to update your contact information, keep track of your rides, your purchases, challenges, milestones, birthday celebrations and so much more. Adult riders can create an account online, in-studio, or by calling a studio. Riders under 18 years old in the USA and UK can create an account in the studio, provided their parent or guardian is present.
Are cycling shoes required to ride at SoulCycle?
Cycling shoes that clip into the pedals are required at SoulCycle. Clipping in offers a more secure and safe position which enables the cyclist to work much more efficiently. Pedal strokes become more powerful and allow you to target the correct muscle groups.
Do I need to bring my own cycling shoes?
You are of course welcome to bring your own though, however all shoes must be clipped into the pedals. We offer shoe rentals in all sizes in all of our studios for a fee of $4.00 (US only), however if you’d like to purchase your own, we recommend our Legend 2.0 Cycling Shoe, or any cycling shoe with "Look Delta" cleats. Our pedals can also accommodate Shimano Delta Cleats (“SPD” cleats).
How early should I arrive?
If it's your first time with us, we recommend arriving at least 15 minutes before your class. Please note, that if you have not signed in 4 minutes before the class starts, your bike may be released. If you are running late please give the studio a call,once class has started, we can let riders into class up to 10 minutes late.
What do I need to wear?
We suggest sporting a tee or tank on top and form-fitting pants or shorts on the bottom. All riders are required to wear a shirt and cycling shoes that can clip into the pedals.
How does it work when I get to SoulCycle?
When you arrive at the studio, check in with the front desk. The studio crew will help you check-in for your bike. If this is your first time riding with us, our studio crew will give you a tour of the studio, and set up your bike with you. For more information, click HERE.
How is SoulCycle different from the cycling classes offered at my gym?
SoulCycle is a full body indoor cycling workout. We ride to the beat of the music and incorporate upper body exercises into our workout.
What if I can't do everything in the class? I haven't worked out in a while.
One of the best things about indoor cycling is that it can be adapted to any fitness level. With the ability to adjust the resistance level on the bike, the workout can suit each rider's abilities. With every class comes increased confidence and strength, so we encourage first timers to go at their own pace and have fun.
Can I ride if I am pregnant?
We recommend you check in with your primary care physician before riding at SoulCycle to assess what’s best for you. If you need assistance with setting up your bike or making adjustments, please reach out to our Studio Crew and they’ll happily assist you.
Is there any way to make the seat more comfortable?
Yes! As a beginner, the bike and the bike seat require a little getting used to. We offer bike cushions in every studio to reduce any discomfort. In a short period of time you won’t necessarily need either.
My friends and I want to take our first class together. Do we need to create our own accounts to sign up?
Yes, each new rider must create an account and fill out a New Rider Waiver Form (available in studios) before their first class. You are able to book up to five bikes in a single SoulCycle class per account, and up to three bikes in a single 60-minute SoulSurvivor per account. Please note that classes are not transferable to other rider accounts.
How old do I have to be to ride at SoulCycle?
Minors who are at least 12 years of age, meet the minimum height requirement of 4'11", and who have submitted a Minor New Rider Waiver Form signed by a parent or guardian may sign up for SoulCycle classes online in the US and the UK. A parent or guardian must be present in the studio at the time the waiver is signed. Waivers signed outside of the studio or via phone will not be accepted. All riders between the ages of 12-17 are required to be accompanied by an adult at all times. We do not permit children under the age of 12 in the studio for safety reasons.
Do you have childcare in the studio?
We do not offer childcare services at the studio.
Do you have locker rooms?
All SoulCycle studios have lockers with built in, easy-to-use locks. We also have separate changing rooms, complete with toiletries and, in most cases, showers. Please note that we are not responsible for lost or stolen items.
I forgot my locker combination. How do I get my items out of the locker?
Not a problem. Let our Studio Crew know, and they will help you open your locker.
Do you have water or do I have to bring my own?
Yes! We sell water in the USA for $5.50 or in the UK for £3.00. We also have filtered water fountains at the studio if you need to fill up.
What are your studio rules?
All riders must sign a waiver prior to their first ride.
You must check-in to your booked class either on the app or when you arrive at the studio prior to the class start time.
If you’re running late, you may utilize our digital check in option to hold your bike. In the event that you cannot check in via the mobile app, please call the studio and let us know that you’re on your way. The front desk will hold a bike for up to 10 minutes after class begins, though we cannot guarantee the rider will be given the bike they signed up for.
Riders who are more than 10 minutes late will not be admitted into class.
We reserve the right to release any bikes that are not checked in for 4-minutes before a class begins.
If you can’t make class, you may cancel your class reservation and return it to your account. You must unreserve by 5 PM the night prior to the class. If a rider does not cancel their bike by 5 PM the night prior to class, they will be charged for it. Riders can cancel their class booking by logging into their profile online or calling any local studio directly.
Riders who are enrolled in our Soul Renew membership who wish to cancel a class must unreserve by 5PM the night prior to the class.
We are not responsible for any items that are lost or stolen at our studios.
If a rider is planning on leaving class early, we ask that they please tell the Instructor ahead of time.
Please leave your cell phone in your locker or with the studio crew. In the event of an emergency we ask that you let the studio crew know and they will notify you of any urgent messages.
All smart watches should either be turned off or be switched to theater mode to prevent any distractions during class.
Please limit the amount of talking during. High-fives and encouragement are welcome, however conversations in the room can be distracting to other riders who are focused on their ride.
We ride close together so we can feel each other’s energy. That being said, your neighbor does not want to feed off your odor. Please wear freshly washed clothes, wear deodorant and freshen up after class with our amenities.
All are welcome here. Please treat your neighbor to the left and to the right of you with respect. Treat our front desk and studio crew the way you would like others to treat you.
There’s a seat for everyone here. There is a direct correlation between your energy and your neighbor's ride. We look to the front row to guide us on our journey; if you would prefer to do your own thing we ask that you sit in the back row and go at your own pace. Your place in the pack matters.
We do not offer pet sitting services at the studio and we cannot allow unattended pets in our locker rooms.
What is your phone policy?
Please leave your cell phone in your locker or with the studio crew. In the event of an emergency we ask that you let the studio crew know and they will notify you of any urgent messages.
What is Soul Early?
Soul Early is an optional scheduling feature that lets you book a bike early. Soul Early is not a class or series of classes. After you buy a class or a series of classes, you may also purchase a Soul Early credit which allows you to book your bike early – on Sunday at noon instead of Monday at noon for the following week. Soul early credits are $15 per class.. Soul Early is an optional feature. You do not need to purchase Soul Early in order to purchase or book a class or series of classes. The fee for the Soul Early feature is separate from whatever you pay for your classes and will not be returned or refunded unless SoulCycle cancels the class, or you wish to be refunded in the event of an instructor change.
Do you offer a monthly membership?
Yes! Soul Renew is our monthly subscription membership feature that automatically refills your classes every month at a reduced price. Class packs are available in sets of 4, 8, 12, and 16. You can check out more about Soul Renew HERE.
Do you offer gift certificates?
Yes, we do! You can purchase a gift certificate HERE or in any of our studio locations.
How do I check the balance of my gift certificate?
If you already have a gift certificate, check your balance HERE.
I lost my gift certificate. How do I request a new one?
All gift certificates are distributed by a third-party vendor, Buyatab. If you have any questions regarding gift cards purchased online or e-sending, please contact info@buyatable.com or soul@buyatab.com. Our customer service department at yoursoulmatters@soul-cycle.com can only clear holds and transfer gift certificate amounts.
Can I use a gift card to purchase a class?
Yes. You can use a gift card to purchase classes and class packs in the studio and online. Please note: gift cards are not redeemable for refunds and all classes have an expiration date from time of purchase.
Are classes different from gift cards?
Yes. At SoulCycle, you can purchase classes as well as gift cards. Purchasing a single class or class packs are to be used for classes, only. You cannot give classes to another as a gift (i.e. convey ownership). Please note that the classes do expire. The expiration dates are posted in the descriptions of the class or series of classes.
Can I extend my class pack series?
Great question. Unfortunately, we cannot extend class pack series. Please note that class pack series are specific to the region they were purchased in and are non-transferable.
Can I redeem a class and get cash back?
No. When you buy a class, you are only entitled to use that class to book a bike in a particular studio at a particular time. You cannot redeem your class for cash.
Can I redeem a class for merchandise?
No. When you buy a class, you are only entitled to use that class to book a bike in a particular studio at a particular time. You cannot redeem your class for merchandise.
First Ride
Do you have locker rooms?
All SoulCycle studios have lockers with built in, easy-to-use locks. We also have separate changing rooms, complete with toiletries and, in most cases, showers.
Do you have water or do I have to bring mine?
Yes! We sell water in the USA for $5.50 or in the UK for £3.00. We also have filtered water fountains at the studio if you need to fill up.
Do I need to create an account?
Yes. It's important for us to know who's riding with us and to have your contact information. Adult riders can create an account online, in studio, or by calling a studio. Riders under 18 in the USA, or riders in Canada who have not reached the age of majority in the province in which they are riding, can create an account in studio provided their parent or guardian is present.
Do I have to have my own shoes?
No. We offer shoe rentals at all studios in the USA for $4. You are of course welcome to bring your own though. We recommend Look Delta clips, but our pedals are also SPD compatible.
How early should I come?
If it's your first time with us, we recommend arriving at least 15 minutes before your class. First-time riders must check in at least 4 minutes before class starts. Please ensure you are clipped in and ready to ride when class begins. For your safety, entry into the cycling studio is not permitted after the class has started.
What do I need to wear?
We suggest sporting a tee or tank on top and form-fitting pants or shorts on the bottom.
How does it work when I get there?
When you arrive at the studio, check in with the front desk. The staff will help you sign-in for your bike, give you a tour of the studio, and set up your bike with you. For more information, click HERE.
Returns
Need to make a retail return?
Read below for everything you need to know!
In studio retail purchases:
Please return items following these guidelines for a refund back to your original payment method or for store credit on your account. Store credit can be used for anything at Soul including classes or retail purchases; it can only be accessed through the SoulCycle backend, so alert an associate during checkout and they’ll pull from your credit.
SoulCycle requires proof of purchase for your return. If you made a purchase under your account, a Soul team member can retrieve your receipt for you. If you made a purchase under a guest account, you must provide proof of purchase for your return. If you made a purchase under a guest account, you must provide proof of purchase for your return.
Gifts may be returned with the original receipt.
Exchanges can only be made in the country of purchase. All items purchased in London must be returned to a London SoulCycle studio.
Unwashed and unworn styles may be returned within 30 days of purchase, with tags on and a sales receipt.
Is your style anything less than perfect? If it’s faulty, you may return it for a refund on the spot!
Please note: Any items purchased at a discount are final sale.
Questions? Reach out to yoursoulmatters@soul-cycle.com.
Online retail purchases?
Online purchases will be available soon in London. For now, find exclusive SoulCycle London retail in studio. Stay tuned for updates on our London online shopping launch!
SuperSoul
What is SuperSoul?
SuperSoul is your personalized SoulCycle concierge. Experience the best of SoulCycle with an individualized service that books you into your favorite classes up to six weeks in advance, ahead of our regular booking window.
Our SuperSoul team curates a selection of your favorite classes that are tailored to your riding preferences and needs.
As a SuperSoul VIP you’ll receive priority status on all waitlists, new classes, invitations to the hottest events, special offers, and more. For more information, click HERE.
Do I have to use SuperSoul for every class?
Not at all! You can use classes from your SuperSoul series whenever you wish (a.k.a, for that always sold-out 9:30am) and then continue to book with your regular series for other classes you’d like to book at noon on Mondays.
How do I book with SuperSoul?
Our SuperSoul concierge will handle all your bike booking needs! If you have SuperSoul credits, just email your class requests to supersoul@soul-cycle.com with the class time, date, instructor, studio and your bike preference. While we can’t guarantee specific bikes, we do our very best to make sure everyone gets a bike they love!
Can I cancel on my own?
Definitely. SuperSoul bikes can be canceled through the SoulCycle app or website, just like regular classes. You can also email the SuperSoul concierge if you’d like them to cancel a bike for you.
What’s the cancellation deadline?
The deadline to cancel any class is 5 PM the day before the class.
Can I have two separate packages?
Yes! Many riders use a SuperSoul package for classes they’d like to guarantee ahead of time and a regular series for classes they book themselves on Mondays at noon.
Can I book multiple bikes in one class?
Yes, you can! Your SuperSoul series allows you to book two bikes per account per class. If you have a special event—a birthday, or an anniversary, etc.—reach out to our SuperSoul concierge and let them know. We’ll work with you to make your day special; celebrations are kind of our thing.
Can I request a specific bike?
Yep! With so many people often requesting the same bikes, we can’t always honor exact bike requests, but we do our best to get the bike you ask for. If we can’t, we’ll find one that makes you just as happy—promise.
How far in advance can I book?
Bikes can be booked anywhere from 4-6 weeks in advance. We’ll send you an email announcing the start of the next booking window and you can send in any requests for that window on the Monday prior at 8am.
Do the classes expire?
Our SuperSoul package is good for one year from its date of purchase.
Is this a membership?
SuperSoul is not a membership and its privileges can only be honored with an active SuperSoul series.
Can I book my own classes?
SuperSoul classes are booked through our SuperSoul concierge. Let us do the hard work for you!
Spread The Soul
Most of us have someone who invited us to our first ride and even more of us have brought friends to tap it back too. We’re so grateful for all you do to build our Soul community so we’re introducing SPREAD THE SOUL, a program that helps you score complimentary rides for bringing friends to Soul! Get all the answers you need here and let's #SpreadTheSoul together!
Where can I find my personalised Spread the Soul link?
Head on over to your Refer A Friend page within the “My Account” section on the Soul site.
Once my friend creates an account through my custom Spread the Soul link, is his or her first class at SoulCycle complimentary? What about shoes and water?
Great question! Your friend’s first class is not complimentary, but he or she can call the studio to book a bike or book online, shoes will be free and water is £2 (or they can fill up a water bottle at one of our filtered water fountains). Their first time ride is £16, and we also recommend our Starter Pack for new riders, where you get 3 classes for £50.
I just checked my Spread the Soul page and I don’t see my tracker. Is there a separate page for it? I just shared my link with friends.
Glad you asked. Your Spread the Soul tracker does NOT have its own page. It’ll show up on the same page as your Spread the Soul link as soon as a new friend has created an account using your link and taken his/her first class at Soul. It will remain on your Spread the Soul page from that point forward!
Is there a limit to how many classes I can earn for referring new friends to SOUL?
No! For EVERY three new friends who create an account using your link and take a class at SOUL, you will earn one (1) class.
I just got an email telling me that I have a complimentary class to redeem from Spread the Soul! How can I redeem it? What if I have more than one class to redeem?
You can redeem your Spread the Soul complimentary class by clicking the link in the email you received or by visiting to your Spread the Soul page on the Soul site. If you have more than one class to redeem, all classes will be redeemed at once.
Do complimentary Spread the Soul classes expire? Can I use this credit anywhere?
A Spread the Soul complimentary class expires 30 days after the class is redeemed. This class can be used at ANY SoulCycle studio
How will I know that three new friends have created an account and taken a class at SoulCycle?
You’ll receive an email from SoulCycle telling you that you have a Spread the Soul complimentary class to redeem! Additionally, you can check your Spread the Soul Tracker within the “Spread the Soul” section of “My Account” on the Soul site at any time.
Are there any other restrictions or exceptions I should know about?
Only a couple! Riders who have an outstanding balance on their Soul account are not eligible for complimentary classes (so please keep up-to-date with your payments and card details!), and we don't give complimentary rides where the friend you refer is a former Soul rider coming back.
We may want to change Spread the Soul from time to time, in which case we will update this page and of course honour all complimentary rides earned before the change was made.
We won't honour complimentary rides where referral links have been sent out as spam, through automated means or by publishing them to an audience (for instance on a website).
Questions or comments? Email blog yoursoulmatters@soul-cycle.com! Want to ride? Grab a series HERE and book a bike!
SoulCycle on the go
SoulCycle on the go
