Avaia Pilates & Wellness Ltd

TERMS & CONDITIONS

Effective from 1 November 2026

1. General Information

These Terms & Conditions apply to classes, private sessions, duet sessions and other Pilates services provided by Avaia Pilates & Wellness Ltd (trading as Avaia Pilates).

By making a booking or purchasing a class pass, you agree to these Terms & Conditions.

Classes may take place at The Reformer Nook or other venues used by Avaia Pilates.

2. Bookings & Payments

All bookings must be made through the designated booking system unless otherwise agreed.

Bookings are subject to availability and must be paid for using a valid class credit or other accepted payment method.

Clients may use their class credits to book a place for a guest, provided the guest is booked under their own name and completes the required health screening and agreements before attending.

Class credits cannot otherwise be transferred to another person without prior approval from Avaia Pilates.

Avaia Pilates reserves the right to cancel unpaid bookings where payment has not been completed.

3. Class Passes & Validity

Class passes are valid for the following periods:

· Four-class Mat and Reformer passes: 60 days

· Eight-class Reformer passes: 90 days

Pass validity begins on the date of the first class attended using that pass, not the purchase date or the date of the first booking.

Unused credits expire at the end of the validity period.

Extensions may be considered in exceptional circumstances at the discretion of Avaia Pilates.

Eight-class Mat passes will no longer be available to purchase from 1 November 2026.

Class passes purchased before 1 November 2026 will retain the expiry terms that applied when they were purchased.

4. Cancellation Policy

Plans can change! If you need to cancel a class, please do so at least 24 hours before the scheduled start time to retain your class credit.

Cancellations made within 24 hours of the class start time will result in the loss of your credit. This also applies to bookings confirmed through the waitlist.

Please make all cancellations through the booking system.

No-shows (missing a class without cancelling) will also result in the loss of your class credit.

Unexpected circumstances can arise, and exceptional situations may be considered on an individual basis.

5. Waitlist Policy

Joining a waitlist is a commitment to attend the class if a place becomes available.

Available spaces are automatically allocated to waitlisted clients in priority order until three hours before the class begins.

Clients who no longer wish to attend must remove themselves from the waitlist before a place is allocated.

Once a booking is confirmed, the standard 24-hour cancellation policy applies, including where a place becomes available within that cancellation window.

Clients must ensure they have sufficient class credits or arrange payment promptly when a waitlist booking is confirmed. Unpaid bookings may be cancelled.

Where a space becomes available less than three hours before class, Avaia Pilates may contact waitlisted clients directly.

6. Private & Duet Sessions

Private and duet sessions require at least 24 hours’ notice for cancellation or rescheduling.

Sessions cancelled or rescheduled within 24 hours of the scheduled start time, or missed without notice, will ordinarily be charged at the full session rate.

Exceptional circumstances may be considered individually.

7. Health & Safety

Clients must complete the required health screening and liability waiver before participating.

Clients are responsible for providing accurate information about relevant medical conditions, injuries, pregnancy or physical limitations and notifying their instructor of any changes that may affect their participation.

Clients should follow their instructor’s guidance, work within their individual capabilities and stop exercising if they experience pain, dizziness or unusual discomfort.

Professional Scope of Practice

Avaia Pilates provides instruction within the instructor’s professional qualifications, experience and scope of practice.

Where a medical condition, injury or other health concern requires specialist knowledge or support beyond this scope, Avaia Pilates reserves the right to decline or discontinue participation, or request appropriate medical clearance or specialist guidance before proceeding.

The safety and wellbeing of all clients is a priority, and decisions regarding suitability for participation will be made on an individual basis.

Age Requirements

· Mat Pilates: Participants must be aged 14 or over. Those aged 14–15 must have an accompanying adult present at the venue.

· Reformer Pilates: Participants must be aged 16 or over. Those aged 16–17 must have an accompanying adult present at the venue.

The accompanying adult does not need to participate in the class.

All participants under 18 must have parental or guardian consent, complete the required health screening and be booked individually.

8. Studio Etiquette & Conduct

Clients are asked to arrive on time, respect other participants and follow the instructor’s safety guidance.

Grip socks must be worn for Reformer Pilates.

Phones should be silenced during classes. Photographing or filming other participants without their permission is not permitted.

Clients arriving late may be refused entry where essential safety instructions or warm-up activities have been missed.

Avaia Pilates may refuse or discontinue participation where behaviour is unsafe, disruptive or inappropriate.

9. Gift Vouchers

Gift vouchers are valid for 12 months from the date of purchase.

Vouchers may be redeemed against eligible classes and services offered by Avaia Pilates.

Gift vouchers cannot be exchanged for cash except where required by law.

Any unused balance remaining after the expiry date will ordinarily be forfeited, subject to applicable consumer rights.

Lost vouchers may be replaced where the original purchase and remaining balance can be verified.

10. Class Changes & Cancellations by Avaia Pilates

Avaia Pilates may occasionally need to change an instructor, venue, timetable or class arrangement, or cancel a session.

Where a class is cancelled by Avaia Pilates, affected clients will be notified as soon as reasonably possible.

Clients will be offered an appropriate alternative or a refund or restoration of the affected class credit, as applicable.

Where a significant change means a purchased service cannot be provided as agreed, clients’ statutory rights will be respected.

11. Refunds

Class bookings, class passes and gift vouchers are generally non-refundable for changes of mind or changes in personal circumstances, except where required by law.

Where a class pass has been partially used, any discretionary refund will take account of the classes already attended and the remaining unused credits.

Class credits may be transferred to another person with prior agreement from Avaia Pilates.

Where Avaia Pilates is unable to provide a purchased service, an appropriate alternative or refund will be offered in accordance with applicable consumer rights.

Nothing in these Terms & Conditions affects your statutory consumer rights.

12. Liability

Avaia Pilates & Wellness Ltd takes reasonable care to provide safe equipment, appropriate instruction and a suitable exercise environment.

Clients are responsible for providing accurate health information, following safety instructions and exercising within their individual capabilities.

All participants must complete the required health screening and liability waiver before attending.

Nothing in these Terms & Conditions affects your legal rights, including your right to make a claim if injury is caused by negligence.

13. Privacy & Data Protection

Avaia Pilates & Wellness Ltd collects and processes personal information, including relevant health information, for the purposes of managing bookings, payments and safe participation.

Further information about how personal information is collected, used and protected is available in the separate Privacy Policy.

14. Changes to These Terms

Avaia Pilates may update these Terms & Conditions from time to time.

Any significant changes will be communicated to clients in advance where appropriate. Changes will not unfairly remove rights attached to purchases already made.