FAQS
signing up and linking your
account with Octiv
signing up and linking your account with Octiv
Where do I sign up for a Hustle & Heart class?
Hustle & Heart’s bookings take place online on the Octiv app. If it is your first time at Hustle & Heart, you will first need to sign up via our website under ‘sign up’. Once you have signed up and made payment on our website you will be prompted via email to download the Octiv app. The first payment on our website activates your membership with Hustle & Heart. Use the email address and password that you have created on our website to log into the Octiv app. In the Octiv app, you will see that your package will automatically be in your account. All credits after your initial purchase from our website will take place on the Octiv app.
Do I need to create an account?
Yes. It is important we know who is riding with us in the Studio. Your account will include your contact information, emergency contact number as well as your digitally signed waiver. On your account, you will be able to purchase and cancel your bookings from the app. Riders who are minors (under the age of 18) will require their guardian to sign their waiver in Studio.
I already use the Octiv app for another studio, how do I link my account to Hustle & Heart?
1. Sign up via our website.
2. Go to the Octiv app and press ‘Menu’.
3. Under ‘Account’ there is an option for ‘Linked Accounts’.
4. Use the email address and password that you created on our website to sign into your Hustle & Heart profile.
What happens if I have forgotten my password?
1. Enter your email address on the Octiv app.
2. Press ‘Continue’.
3. Click ‘Forgot Password’.
4. An email will be sent to your email address to reset your password. Please ensure to check your ‘Junk’ folder.
What happens if my password doesn’t work after I have downloaded the Octiv app?
There could be a couple of reasons why your password isn’t working. One reason may be that you have not signed up via our website and have gone directly through to the Octiv app. Please go back to our website to sign up. On our website, you will be able to create a username and password. Or it may be that your email address was either entered incorrectly when signing up, or you may have possibly used a different email address. You can contact the Studio to confirm which email address is on your profile. Another possible reason may be that your first payment was unsuccessful. Please check your email for an unpaid invoice.
Where can I download the Octiv app?
You can download the app via the App Store or Google Play Store.
Why can’t I download the Octiv app?
Please check that you have enough space/memory on your phone.
booking a class on the app
How do I book a class on the app?
Once you have signed up and purchased a credit on our website your credit will automatically be in your account. You will need to log into the app. On the app, you can book your class by going to ‘Schedule’ and clicking ‘Book’. You will receive an email confirmation confirming your class.
When is the schedule released?
We have a rolling schedule, meaning that each class booking opens 7 days prior to the class date.
Can I book a specific bike on the app?
Bikes are on a first-come, first-served basis. We recommend arriving 15 minutes prior to the start of class to Secure your bike of choice.
Can I book multiple bikes in one class?
No, each rider will have to create their own account.
How do I add myself to the waitlist?
If the class you wanted to book is full, you can add yourself to the waitlist on the app. You will only be able to add yourself to the waitlist if you have a credit available. You will be automatically added to the class if a slot becomes available. Should you be unable to attend the waitlisted class, please remove yourself from the waitlist. Alternatively, you can show up at the Studio 15 minutes before the class starts and wait for a possible no-show.
How do I cancel a class?
To cancel a class, click on your booked class. There is a button at the bottom of the app that says ‘Cancel’. You will be able to confirm with a ‘Yes’ or ‘No’.
What is your cancellation policy?
We have a 12-hour cancellation policy. If you cancel your class before the 12-hour period, your credit will automatically be refunded to your account. If you do not cancel your class within the 12-hour period, your credit will unfortunately not be refunded.
first time? here is
everything you need to
know
first time? here is everything you need to know
What time should I arrive before my ride?
We suggest our newbies arrive 15 minutes before class starts. This ensures that we have enough time to check you in and properly set you up on the bike. Please note studio doors close 5 minutes before class starts and riders will not be allowed in.
What are your age and height requirements?
Riders must be 16 years or older and more than 150cm in height. Riders who are minors (under the age of 18) cannot sign the digital waiver online; Their guardian will be required to sign the waiver in Studio.
What fitness level is required?
Our classes are accessible for all fitness levels. You can adjust the resistance level on the bike. We encourage you to listen to your body during the ride. Remember every one of us has stepped into the Studio for the first time.
Can I ride if I am pregnant or just had a baby?
Please consult with your doctor about what is best for you and your pregnancy or your post-pregnancy recovery, unfortunately, the Studio will not be able to advise you if you can or cannot ride. Be sure to inform your instructor and the Front of House if you are pregnant before class starts.
What should I wear to class?
We recommend wearing activewear that you can get sweaty in. Be mindful that your activewear is tight enough to stay out of the way of the moving pedals. Please ensure that you are wearing socks.
What do I bring to class?
We suggest you bring a water bottle. We have everything else covered! Specialised cycling shoes are provided at check-in. A workout towel will be waiting for you in the Studio.
Do you have changing rooms and shower facilities?
Yes! We have male, female and gender-neutral changing rooms and shower facilities. Additionally, we have shower towels and body products for your post-workout, as well as hair dryers and hair straighteners. Find out more about our facilities here.
Do you have lockers?
We have lockers. Our lockers work on a code combination set up so there is no need to bring a lock.
discovery vitality
Is Hustle & Heart linked to Discovery Vitality?
We are linked to Discovery Vitality. You will need to link your Vitality membership with your Octiv app. You can do this under “Menu”, then click on the tab ‘Discovery Vitality’. Our Front of House will show you how to check-in and check-out with the iPad at the front desk.
packages and class credit refund and expiration policy
What is your refund policy on class credits and class packages?
All credits and packages are non-refundable.
Can I extend the expiration date on my class credits and class packages?
There is a charge of R230 to add one month to your package. Please email us to set this up. Please note that only one extension per package is allowed.
online orders and online and
in-store return policy
How long will my order be ready in?
Once an order for a product has been placed, it will typically be fulfilled and ready to be collected within 1-3 business days.
Where do I collect my order from?
All orders are collected from Hustle & Heart Cycling Studio. Please see our studio address and opening times here.
Do you offer shipping?
We unfortunately do not offer shipping.
What is your return policy?
Returns are accepted in studio within 30 days from the purchase date. Items must be unworn and unwashed with the tags still attached. We only offer exchanges, no credit refunds. Sales are final for all discounted items.
If you cannot find what you are looking for contact us.
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