Studio Membership FAQs

This page has information on:

  1. Introductory Packages for new clients
  2. Studio Membership for existing clients
  3. Catching up on missed classes
  4. Studio closure and online classes

1. Introductory packages

  • 10 classes (121 or duet) over 12 weeks
  • pay in three installments to spread out the cost

How does the 10 session introductory package work?

Your package covers 10 sessions over 12 weeks, classes can’t be carried over beyond 12 weeks.

If the studio is closed your redemption period will be extended. For example: if the studio is closed for a week you’ll have 13 calendar weeks to redeem your introductory package.

Can I swap classes or make up a class I’ve missed?

Yes, you can change your class time if there is an appointment available. You can catch up on missed classes by attending twice a week.

Introductory packages have two week’s flexibility in case you or your teacher needs to reschedule.

What happens after my introductory package?

You can continue with in-person classes at the studio via a monthly membership.

2. Studio Membership

If you’d like to continue with classes after your introductory package has finished I offer a flexible monthly membership – no contract, no joining or cancellation fees.

  • monthly payment based on the cost of 35 classes (121 or duet) spread out over 12 months
  • the studio is open 40 weeks per year so your membership allows for weeks when you or your teacher needs to reschedule due to illness or other commitments.
  • you can also catch up on missed classes by attending twice a week.
  • no contract, cancel anytime by cancelling your subscription

Do I have to keep paying my subscription over the holidays?

Yes. Your membership spreads the cost of your classes out over a year – this means 12 monthly payments are due to continue your membership.

Can I attend more than 35 classes?

As a membership bonus, if you’re able to attend every week that the studio is open (40 weeks) you can do so at no additional charge.

Can I pause my membership?

No, but you can cancel your subscription any time.  When you cancel your membership your class place/appointment time will be made available to other clients.

3. Catching up on missed classes

  • You can reschedule your appointments online if there is another appointment available.
  • Classes can’t be carried over beyond the end of the membership year (December)
  • Appointments are available on a first-come, first served basis
  • In most cases catching up on missed sessions will mean attending twice a week

    4. Useful information

    Your class may be held online instead – for example:

    • in the event of a lockdown or significant change in Covid-19 infection rates
    • if you or your teacher is isolating due to potential exposure to Covid-19.

    When is the studio open?

    The studio is open 40 weeks per year. Planned closure dates are currently as follows:

    • Christmas 2023 – last classes will be on Thursday 14 December

    Can I get a refund?

    All bookings & memberships are non-transferable and non-refundable
    Except in the event of:

    • serious accident or injury
    • a change in your status requiring medical sign off for exercise (e.g. surgery, pregnancy).
      If this applies to you contact hello@restorepilates.co.uk or call on 07786 072 337 so we can discuss your individual circumstances.

    Terms & Conditions

    1. Studio memberships
    2. Online classes and memberships
    3. Prices and offers

    All bookings & memberships are non-transferable and non-refundable
    Except in the event of:

    • serious accident or injury
    • a change in your status requiring medical sign off for exercise (e.g. surgery, pregnancy).
      If this applies to you contact hello@restorepilates.co.uk or call on 07786 072 337 so we can discuss your individual circumstances.

    1. Studio Memberships

    121 and equipment duet classes.

    Payment and booking

    • payment is by monthly subscription to spread the cost of your classes out over a year
    • price is based on the cost of 35 classes (121 or duet) spread out over 12 months
    • minimum 3 month (10 session) commitment then cancel anytime
    • you can cancel your membership anytime by cancelling your subscription. You are responsible for ensuring this is done with enough notice for your bank to process your request.
    • the studio is open 40 weeks per year so your membership allows for weeks when you’re unable attend
    • you agree to read the Studio Membership FAQs on this page to ensure the membership is suitable for you

    Health information

    • you agree to complete a Physical Activity Questionnaire before your first appointment
    • you agree that if you are in any doubt about your medical status and/or ability to participate in a movement exercise session, you will check with your doctor before booking.
    • you also agree to notify your teacher if your health status changes in the future.
    • you understand that the on demand matwork classes offered as part of your membership are not suitable for people who:
      1. are pregnant or less than 6 months post-partum
      2. have an active injury or are working with a special condition including, but not limited to, osteoporosis, disc injury, spinal condition, diastasis recti or heart condition
      3. are recovering from surgery e.g hip, knee, ankle or shoulder replacement; abdominal surgery.
      4. have any other health condition requiring medical sign-off for exercise

    Covid-19

    • you agree to complete a Covid-19 waiver form and to comply with the studio guidelines and procedures.
    • you understand that, despite precautions, it is not possible to completely eliminate risk as Covid-19 can be spread by those showing no symptoms
    • you accept that there is a risk of transmission of Covid-19 as a result of attending class at the studio.
    • you agree that Restore Pilates Ltd and your teacher Rebecca Trowbridge cannot accept responsibility for transmission of Covid-19 (or Covid-19 related illness or injury) should you become infected.

    During class

    • you agree to take responsibility for your own body during class, to stop exercising if you need to and/or if you experience pain.
    • you agree to discontinue any home practice exercises immediately if you experience pain, discomfort or an aggravation of your symptoms.
    • you accept that any client who is unsuitably dressed, or whose behaviour is disruptive or abusive, will be asked to leave the premises immediately.
    • you understand that your teacher may offer you professional advice relating to your ability to exercise and may consider it unprofessional to continue teaching you if you do not follow that advice.
    • you agree that Restore Pilates Ltd and its employees or contractors cannot accept liability for loss or damage to your personal property at any venue or location where classes and sessions are delivered.
    •  you understand that any exercise carries a risk of injury and agree that Restore Pilates Ltd and its employees or contractors cannot accept liability or responsibility for any injury or discomfort sustained during online or in-person classes.

    2. Online Classes and Memberships

    General  Terms

    • memberships are paid via subscription – e.g monthly, annual
    • there are no contracts, joining fees or cancellation fees.
    • you can cancel your membership anytime by cancelling your subscription. You are responsible for ensuring this is done with enough notice for your bank to process your request.
    • in line with statutory requirements, you have the right to cancel your membership within 14 days of purchase and receive a refund of your membership fee so long as you have not accessed prerecorded classes or other content, in which case no refund will be offered.
    • you accept that all online classes remain the property of Restore Pilates Ltd.  You agree that you will not download, store, share or distribute any content provided as part of your individual membership.

    Health information

    • you agree that if you are in any doubt about your medical status and/or ability to participate in a movement exercise session, you will check with your doctor before booking.
    •  you agree to contact Restore Pilates Ltd if your health status changes in the future.
    •  you understand that the online membership classes are not suitable for people who:
      1. are pregnant or less than 6 months post-partum
      2. have an active injury or are working with a special condition including, but not limited to, osteoporosis, disc injury, spinal condition, diastasis recti or heart condition
      3. are recovering from surgery e.g hip, knee, ankle or shoulder replacement; abdominal surgery.
      4. have any other health condition requiring medical sign-off for exercise

    During class

    • you understand that during online ‘group’ movement sessions the teacher will not be providing individual support and guidance.
    • you understand that any movement variations and options given may not be suitable for you and agree to take responsibility for your body.
    • you agree to stop if any movements do not feel right for you.
    • you understand that any exercise carries a risk of injury and agree that Restore Pilates Ltd and its employees or contractors cannot accept liability or responsibility for any injury or discomfort sustained during online or in-person classes.

    Availability of classes

    • if your teacher is unable to provide a scheduled live class you agree to a class taught by another teacher or an additional pre-recorded class.
    • while reasonable precautions have been taken to ensure uninterrupted access to online classes, you accept that things sometimes do go wrong and access to your membership content may be temporarily unavailable due to technical faults.

    3. PRICES AND OFFERS

    • current prices and offers are advertised on www.restorepilates.co.uk
    • prices, packages and deals can be withdrawn or changed at any time.
    • any offers or packages purchased before changes are made will be honoured under the original terms of the offer.

    Privacy & Cookies

    Privacy and Data Protection Policy
    Restore Pilates (formerly Catford Pilates) is committed to protecting your personal information and respecting your privacy.

    We only collect and process information needed to provide you with services you request and for the smooth running of our business as outlined in this policy. The data you provide is always treated as confidential.

    We will never share your personal information with any other person or organisation without your consent. Your personal data will only ever be shared:

    • with other therapists and health professionals with your prior agreement and written consent.
    • with substitute teachers so they can provide an appropriate service if your usual teacher is unavailable.

    When you complete a Physical Activity Questionnaire, Covid-19 Declaration or book and pay for classes online you will be submitting your personal data to one of our third party providers (data processors). Read on to find out what this means for you.

    Your information
    This section outlines what information we collect, why we collect it and how it is stored.

    We use a small number of third party providers (data processors) so that we can offer you services such as online booking and payment. This means that you are consenting to some personal data being transferred outside of the European Union.

    We have selected third party providers who have agreed to protect your information in the same way as if it were being used in the European Economic Area. However we cannot guarantee the security of data sent over the internet.
    Information about each provider and links to further information are provided below.

    All our third party providers use cookies. You can change your browser settings to reject some or all cookies. However blocking all cookies will have a negative impact on the usability of many websites.

    1. Catford Pilates Website

    1.1 Information collected and why

    • We use Google Analytics to understand who visits the website and to improve the information we provide online.
    • Google analytics uses cookies to collect information about your computer and about your visits to this website (including your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation). This information is not used to identify individual people.
    • If you sign up for a membership your personal details, health questionnaire and membership information will be collected.  This is so that you can access member content and manage your own subscription.

    1.2 How your information is stored

    • The Restore Pilates website is hosted on secure servers outside of the European Union. The website hosting provider does not collect or store information about website users.
    • Website usage data collected via Google Analytics is stored on Google’s secure servers.

    1.3 Further information

    2. Physical Activity & Covid-19 Questionnaires

    2.1 Information collected and why

    • Your contact details – so we can provide you with the services you have requested and contact you in the event of service disruption.
    • Information about your occupation, health and physical activity – to do our jobs we need to ask you for information about health conditions and injuries, this is for your safety.
    •  Your age group, the area you in live in and how you found out about Restore Pilates – to understand more about our customers and which forms of marketing are most cost effective
    • Your data consent response – by law we need to obtain your consent before sending you newsletters or details of offers and discounts.
    • Your acceptance of our policies, terms and conditions – for the smooth running of our business.
    • For 121 and private clients we also collect next of kin contact details, this is in case of emergency

    2.2 How your information is stored

    • If you completed a questionnaire before January 2018 these are stored in hard copy in a locked filing cabinet.
    • If you completed an online questionnaire, these are stored by Jotform on secure servers in the European Union. Or, if downloaded from Jotform, stored within a password protected cloud environment or in a locked filing cabinet.

    2.3 Further information

    3. Mailing lists

    3.1 Information collected and why

    • If you consent to receiving emails your first name, last name and email address will be added to mailing lists held on Mailchimp.com – this is so we can keep you informed of changes to classes, policies, terms and bookings.
    • We also use Mailchimp so that you can easily unsubscribe from the Restore Pilates mailing list if you change your mind about receiving emails from us.

    3.2 How your information is stored

    • Your name and email address are stored securely by Mailchimp on servers outside of the European Union.

    3.3 Further information

    4. Business records and accounting

    4.1 Information collected and why

    • Your first name, last name and a record of your attendance is used to maintain a register of each class or private session, the register is used only for confirmation of your attendance, to maintain records of business activity and for health and safety requirements.
    • If you pay in cash or by bank transfer your first name, last name and email address will be added to our online accounting system. This in order to maintain accurate business records.

    4.2 How your information is stored

    • Business records are stored in a secure, password protected cloud environment. Access to this information is via password protected devices on a secure network accessible only to Rebecca Trowbridge. Devices are stored in a locked safe when not in use.
    • For cash and bank transfer transactions your name and email address are stored securely by Quickbooks.com on servers located outside of the European Union.

    4.3 Further information

    5. Online booking and payment

    5.1 Information collected and why

    • Your contact details – so we can provide you with the services you have requested and contact you in the event of service disruption
    • Your acceptance of our policies, terms and conditions – for the smooth running of our business.
    • Next of kin/emergency contact details – in case of emergency
    • Health status – for your safety

    5.2 How your information is stored

    • Information you provide when you book and pay online is stored securely by providers Acuity.com (online booking) and Stripe.com (online payment). Some data may be transferred to servers outside the European Union.

    5.3 Further information

    Your rights
    Unless subject to an exemption under the General Data Protection Regulation, you have the right to:

    • see copies of all personal data held by us
    • ask us to amend, delete or correct your personal data
    • withdraw your consent to use your data e.g. removing your name from our mailing list
    • object to our use of your data where we rely on our ‘legitimate interests’ to do so. ‘Legitimate interests’ are the reasons why we collect data e.g next of kin contact details in case of emergency.

    How long we hold your data
    Data you provide may be stored in hard or electronic copy for as long as you remain a client of Restore Pilates (previously Catford Pilates) and for a period of seven years after. It will be accessible only to staff directly involved in data entry and client records.

    We will ensure your personal data is deleted from systems that we no longer use e.g. if we change third party providers.

    Changes to this policy
    Changes and updates to this policy will be published on the website.

    Concerns and complaints
    To raise any objections or to exercise any of your rights, you can send an email to Rebecca Trowbridge at hello@restorepilates.co.uk. When you get in touch, we will come back to you as soon as possible and where possible within one month. We may also ask you to verify your identity before we provide any information to you.

    If this does not resolve your complaint to your satisfaction, you have the right to lodge a complaint with the Information Commissioners Office on 03031231113 or via email https://ico.org.uk/global/contact-us/email/ or at the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, England.

    Studio Guidelines

    Anyone who is unwell should not come to class. Do NOT attend your session if:

    • you have cold, flu, stomach bug or other respiratory/virus symptoms
    • you have Covid-19.
    • a close contact has Covid-19, Norovirus, Strep A or similar highly infectious illness

        Please note: there is no waiting room or receptionist at the studio so please arrive as close as possible to your scheduled appointment time.

        What to wear/bring

        • Wear something comfortable that you can move in easily – no special clothing is needed
        • Socks are optional
        • Bring a hair tie if you have long hair
        • It’s a good idea to bring some water with you.

        Please: remove all jewellery and avoid clothing with zips as these can damage the studio equipment.

        Changing & toilets
        There is a toilet available, but there are no changing facilities.
        Please come changed into your movement clothing.

        Transport & parking
        Free parking is available in the surrounding streets.
        Cycle storage for up to two bikes is available at the studio entrance.
        The 171 and 185 bus routes stop near the end of the street.

        For your safety

        Hand sanitising
        Sanitiser is provided – please use this when you arrive. Your teacher will sanitise her hands between sessions.

        Cleaning
        A disinfecting solution will be used to wipe down all equipment and common surfaces after every class.

        Cancellation policy
        There is no cancellation fee. Studio packages allow for weeks when you are unable to attend and you can make up missed classes by attending twice a week (subject to appointment availability).

        All packages are non-transferrable and non-refundable – except in the event of serious illness or injury.

        Please note: your class maybe held online if  your teacher has been in contact with someone who is unwell. Or in the event of a public health emergency limiting face to face contact.