Terms & Conditions

Appointments & cancellations

We operate a strict 48 hour cancellation policy on behalf of our staff. For cancellation of appointments made with less than 48 hours notice or if you do not turn up for your appointment, you will be charged the full appointment fee.

Please contact clinic for COVID related policies if you test positive. Please also note we can always offer you an online appointment to avoid missing out.

Arriving at the clinic

As a courtesy to all our guests we do operate a prompt appointment schedule. Please arrive at the clinic at least five minutes prior to your scheduled appointment / class start time.

A late arrival may mean that your treatment time is reduced, but you may still be charged the full price of the treatment.

If a customer arrives 10 or more minutes late for a clinic appointment, reception staff will need to check with the treating health practitioner to see if the customer can be worked into their schedule. If the provider is unable to work the client into their schedule, the client will be asked to either see a different provider that day if another provider has openings or the client may need to reschedule.

Clothing

The physiotherapist may ask you to remove items of clothing e.g. T shirt / blouse but they will not ask you to remove your underwear. If you have a back or lower limb problem e.g. knee or hip you may wish to bring shorts to change into. For a neck or upper limb problem e.g. shoulder, you may wish to wear a vest

Other Information

Can I have an interpreter? 
If English is not your first language then an interpreter can be arranged so please make us aware of this prior to your appointment. We prefer to use trained interpreters as family members may be unfamiliar with some medical terms. Interpreter bookings require 48 hours’ notice. Private paying clients requiring an interpreter will incur an additional fee subject to the cost of the interpreter.

Can I request a male or female therapist?
You can request to see a male or female physiotherapist at the clinic.

Can I bring somebody with me?

Yes, you are more than welcome to bring a familiar face with you. They can sit in the waiting room or with your consent be with you during the consultation.

Pilates Class Attendance

If you are attending classes we recommend attending at least five minutes prior to your class. This is to allow sufficient time to sign in and check what studio your class is in.

Unfortunately if you arrive late for your class, you may be turned away. Not only can late arrival disrupt the teacher and other participants but you may miss the ‘warming up’ element of the class, the most important part.

Class Booking

We operate a strict booking policy to ensure class size for health & safety reasons, and to be fair to all clients. Bookings are only confirmed with payment.

Existing clients are given priority booking for the next block of classes.  Existing clients have the opportunity to book and pay for the next course in week 3-4 of the current block.  From week 6 of the current block bookings will be taken on a first come first serve basis.  At this time, existing clients run the risk of losing the same day and time of the current block when booking the next course.
If you are unable to attend classes, we will do our best to accommodate you in other classes of suitable ability. All make up classes MUST be taken on the same class block you have paid for.

Mobile phones

We kindly ask that you turn off or put your mobile device on silent during a class.

Footwear

Outdoor shoes must be left in the reception area in the storage areas provided.  Bare feet are not permitted at any time.  For hygienic reasons, we require everyone using the studios to wear socks or other Pilates specific footwear at all times.  If you did not bring socks or other appropriate footwear, please remember we sell pilates studio socks at reception.