Booking Policy & Medical Disclaimer

CANCELLATION POLICY / FAILURE TO ATTEND

48 hours’ notice is required for cancellations. 

  • The online booking system will not permit cancellations after the 48-hour timeframe has lapsed and the studio must be notified if you will not be attending your booked appointment. This is essential to allow your spot to be filled by any “waitlisted” clients.
  • Cancellations within the 48-hour period will incur the full fee
  • Make-up sessions will be offered in extenuating circumstances where the studio has been notified of your late cancellation - Please see further information on our make-up session policy below

Full fees will be charged for “no shows” where the client fails to notify the studio.

  • Where a session has been booked and does not attend the session full fees will be charged
  • Class transfers and make-up sessions will not be available

NOTIFYING AND COMMUNICATING WITH THE STUDIO

  • The studio employs a 24/7 answering service for when the studio is not attended. All messages will be forwarded to the studio by email and text. This ensures that there are no messages slip through the cracks. The service keeps records of incoming messages. 
  • Emails are an efficient way to communicate and should be used for more complex messages.
  • If messages are urgent/emergency please text Donna 0429 307 140. (Secretly, she's always happy to hear from y'all)

PACKAGE RULES

Sessions and packages are not transferable. Pre-paid sessions are not refundable.
If you fail to attend 3 sessions in a row, we reserve the right to terminate your package
Cancellation policy as written above applies

Studio/Reformer/Mat Sessions - Single/Casual Bookings

  • Cancellation policy as written above applies to single or casually purchased classes

Studio/Reformer/Mat Sessions – 10 visit packages

10 visit packages are by far the best value offering the largest discount. Discounted packages are available for purchase with the following conditions:

  • Must be completed within 10 weeks from the first attended class
  • Full upfront payment for a pack of 10 sessions is required.
  • Only one ‘hold’ period is available within each 10-visit package. 
  • Holds must be requested in advance using the Hold Form below

Studio/Reformer/Mat Sessions – 10 visit packages

  • Must be completed within 5 weeks from the first class
  • No “hold” periods are available with 5 visit packages

HOLDS

What is a “hold” period?

We know that sometimes life gets in the way of your exercise program. It is not our intention to put obstacles in the way to your committing to your exercise regime! Matter of fact, we want to remove these obstacles. If you know you are going to be away for a period i.e. Holidays, sickness, family obligations, child birthing etc. You can advise our office by completing a hold form and we will happily put an extension on your package. For example: If you are going to Europe for 5 weeks, we can extend your 10-visit package to 15 weeks. By doing this you will not lose your sessions and still be able to receive the discounted fees.


The hold form can be found here - Hold Form

RECURRING BOOKINGS

What is a “recurring booking”?
For clients who like to have a regular ongoing appointment, our “recurring booking” option allows you to book a permanent spot for the year! These appointments will need to be made by completing the recurring booking request form as the online booking system will only let you book what you pay for upfront!

Advantages:

  • Your preferred session time will be kept in the system for the remainder of the year and we assume that you will attend those pre-booked, recurring sessions. You can be assured that “your” appointment is not booked by someone else and gives you priority over that time slot each week, every month for the entire year (or less by arrangement)
  • You only need to confirm with the office if you will NOT be attending your session.
  • You can change your ‘recurring booking’ appointment time to any other session during the year according to availability. If you desired time is not available, we can waitlist you in that session until it is

Want a shorter time frame on our “recurring booking”?

Sure, that isn’t a problem. If you only want that “recurring booking” for 5 or 10 weeks we can do that. Just remember, that someone else might book that session from the end date of your booking. It might be harder to get back a time slot once it has been taken! You only have priority on that time slot, while your “recurring booking” is active.

Our expectations:

  • We will assume attendance unless you advise us of a cancellation (cancellation policies apply)
  • Payments will made in accordance with packaging rules of the studio
  • "Hold" requests between packages are included in either the previous or subsequent package. There is no additional "hold" between packages. If you take a hold between packages it will be allocated to either the previous or upcoming package.
  • Cancellation policy as written above applies
The recurring booking form can be found here - Recurring Booking Request Form

MAKE-UP SESSIONS

What is a Make-Up Session?

A make-up session is an additional class added to an existing active current package which may be offered for late cancellations (within 48 hours of the session) due to extenuating circumstances.

"No shows" without prior notice to the studio will not be offered a Make-Up session.

A make-up session is not a change of session day or time. Our packages and online system offer the flexibility to move your sessions outside of 48 hours notice. This can be done online anytime or by contacting the studio. 

How can I use my make-up session?

  • In any available session of equal or lesser value within the package rules. The session may be with Donna or the same teacher as the missed session.
  • In addition to a regular or recurring session.
  • Make-up sessions cannot extend the session package beyond the expiry date but may be used within future packages.
  • If a make-up session needs to be canceled, a 48-hour notice is required; otherwise, it is forfeited. With 48-hours notice, the session can be rebooked.
  • Priority is given to waitlisted clients with a paid session or package over those using a make-up session.
  • Make-up sessions do not expire; however you must have a valid session package.

CHRONIC DISEASE GP MANAGEMENT PLANDS AND TEAM CARE ARRANGEMENTS

  • For Chronic Disease Management Plans (formerly Enhanced Primary Care Plans) session payments in full must be made to the Studio.
  • Medicare will not provide rebate for sessions where clients have failed to attend an appointment. Payment of full fees will be the responsibility of the individual client should they fail to attend.
  • Cancellation policy as written above applies

THINGS YOU MUST TELL YOUR INSTRUCTOR

  • If at any time you feel uncomfortable with any part of the routine, you shall stop the exercise immediately and inform the instructor. This is particularly in cases where pain levels become uncomfortable or if your back or any other part of the body feels twinges of pain, discomfort or strain.
  • If there are any changes to your medical condition you must inform your instructor as soon as possible.

MEDICAL DISCLAIMER

I represent to this studio that all medical conditions and recent medical treatments received by me have been disclosed. I understand this information is confidential and will remain so except for the sharing of information with instructors that may teach me or in the normal administration of this business according to the Privacy and Personal Information Act.

I declare that any and all exercises prescribed to me are undertaken at my own risk. I shall not hold this studio or any of its staff or agents liable or negligent for any injury or pain resulting from the aforementioned exercises during or after the exercise program.

STUDIO ETIQUETTE

  • Consideration for other clients is required at all times.
  • For purposes of hygiene all clients must wear socks while working on the equipment
  • A small hand towel is required for all sessions
  • If for any reason you will not be attending your sessions, please advise asap to allow others to attend in your place. This is particularly if you have planned absences during your recurring bookings.

OTHER POLICIES

  • While the studio endeavours to ensure all advertised and book sessions go ahead, we reserve the right to alter scheduled times and instructors etc
  • Communications can be made by email, studio phone and voice messages. Please consider the intent of the message when contacting us. For example, if you wish to cancel a 7am session the night before, an email will not reach the instructor in a timely manner. In desperation, text Donna (0429307140) unless of course I am on annual leave. LOL!

MEDIA RELEASE

By purchasing a session package, you agree, without compensation, to permit the Wollongong Pilates Studio, its agents, contractors, assigns, employees and students to use, reproduce, exhibit, display, broadcast, distribute and create derivative works using your image or likeness and statements. This permission includes all present and future forms of media and communications. This release shall continue in force until specifically revoked by you in writing. If you wish to be granted an exception to our media release please email us at wollongongpilatesstudio@gmail.com