Cancellation Policy

THE HAVEN PILATES STUDIO

INTERNAL REGULATION (TERMS & CONDITIONS)

Last updated: 18/01/2025

7.     Booking, Cancellation & No-Show Policy

7.1.         Booking Requirements

7.1.1.     All classes must be booked in advance through the Studio’s official online platform.

7.1.2.     Bookings open 7 days prior to each class and close 1 hour before the scheduled start time.

7.1.3.     Users without a valid booking may only join a class if space is available, strictly on a first-come, first-served basis.

7.2.         Class Levels & Eligibility (Reformer and Self-Reformer)

7.2.1.     For Reformer and Self-Reformer classes, the Studio operates a level system to ensure safety and appropriate progression:

a)    Level 1: for beginners or those (re)starting Pilates, with a focus on fundamentals, set-up, alignment, and learning to move safely and confidently on the Reformer.

b)    Level 2: for clients who already have greater body awareness and a solid foundation on the Reformer, allowing for more dynamic and complex sequences.

7.2.2.     To move from Level 1 to Level 2, clients are required to complete a minimum of three (3) Level 1 Reformer classes, so they are familiar with the core principles and safe use of the equipment.

7.2.3.     For safety reasons, instructors may, at their discretion, re-allocate or regress a client from a Level 2 class to Level 1, or recommend further Level 1 practice, even if the client has already completed three Level 1 classes. In such cases, the Studio may propose an alternative class or rebooking option, and the instructor’s decision is final in order to protect the wellbeing of all participants.

7.3.         Cancellation Policy

7.3.1.     Cancellations may be made free of charge up to 12 hours before the scheduled class start time.

7.3.2.     Cancellations made within 12 hours of the class start time are considered late cancellations. In these cases, a late-cancellation fee applies, which may be charged in addition to (or instead of) the use of a class credit, depending on the product purchased and the payment method used.

7.3.3.     Unless otherwise indicated at the time of purchase or booking, the standard late-cancellation fees by class type are:

a)    Reformer classes: €20 per late cancellation

b)    Mat classes: €15 per late cancellation

c)     On-Demand / self-practice sessions: €10 per late cancellation

7.3.4.     For certain one-off payments made via QuickPay, the late-cancellation fee may be calculated as a percentage of the booking amount. In these cases, up to 70% of the class price may be retained as a cancellation fee, with the remaining amount refunded to the client, in line with the conditions shown at the time of booking.

7.3.5.     The Studio reserves the right to update cancellation windows, applicable fees, or operational procedures when required, with such changes taking effect from the date of publication in the Terms & Conditions and/or on the booking platform.

7.4.         No-Show Policy

7.4.1.     A no-show occurs when a user has an active booking and does not attend the class or session and has not cancelled within the applicable cancellation window.

7.4.2.     Attendance is automatically submitted 1 day after the class start time, after which no-show fees and credit deductions are processed. Once attendance is submitted in the system, any client who has not checked in or is not present in the classroom will be marked as a no-show.

7.4.3.     Unless otherwise indicated at the time of purchase or booking, the standard no-show fees by class type are:

a)    Reformer classes: €25 per no-show

b)    Mat classes: €20 per no-show

c)     On-Demand / self-practice sessions: €15 per no-show

7.4.4.     For certain one-off payments made via QuickPay, the no-show fee may be calculated as a percentage of the booking amount. In these cases, up to 70% of the class price may be retained as a no-show fee, with any remaining amount refunded to the client, in line with the conditions displayed at the time of booking.

7.4.5.     The Studio reserves the right to update no-show rules, applicable amounts, or operational procedures whenever necessary, with such changes taking effect from the date of publication on the website and/or booking platform.

7.5.         Waitlist Policy

7.5.1.     Each class may include a waitlist of up to 5 users.

7.5.2.     When a spot becomes available, all waitlisted users are notified simultaneously, and booking is granted on a first-come, first-served basis.

7.5.3.     If a user is added to a class from the waitlist within the 12-hour window, the late cancellation and no-show rules apply in full.

7.5.4.     Users who remain on the waitlist and are not added to the class will have their credit automatically refunded immediately after the class concludes.

7.6.         Booking for Another Person

7.6.1.     Users may book a class for another participant provided that the correct details of the attending client are used.

7.6.2.     The user who makes the booking is responsible for ensuring that the participant complies with all Studio policies, and the participant must respect this Regulation in full.

7.7.         Class Start and Entry Conditions

7.7.1.     Users must be inside the classroom at least 5 minutes before the scheduled start time.

7.7.2.     Users arriving within 5 minutes of the start time or after the class has begun may be denied entry to preserve safety and class flow.

7.7.3.     Users not present in their assigned position 5 minutes before start time may have their spot reassigned.

7.8.         Studio Cancellations

7.8.1.     If the Studio cancels a class for operational, safety, or technical reasons, the user’s credit will be returned automatically.

7.8.2.     When feasible, cancellation notices will be communicated with reasonable advance notice.