Terms and Conditions
THE HAVEN PILATES STUDIO
INTERNAL REGULATION (TERMS & CONDITIONS)
Last updated: 18/01/2025
1. Scope of Application
These Terms of Service (“Terms & Conditions”) govern the use of The Haven Pilates Studio’s website, booking platform, and in-studio services. Please read these Terms carefully before accessing or using our website or services.
By accessing or using the website, creating an account, purchasing any product or service, or attending classes, you agree to be bound by these Terms. If you do not agree, you must refrain from using the website and Studio services.
The present Regulation governs the operation and use of The Haven Pilates Studio, managed by MIRACULOUSFLOW LDA, with legal entity identification number 518928314, and is binding upon all clients, visitors, and users of the Studio.
Compliance with these rules is mandatory and essential to safeguarding the safety, well-being, and harmonious coexistence of all who attend the Studio, as well as ensuring the efficient and orderly functioning of all activities and services provided. We thank all users in advance for their cooperation and respect for these provisions.
These Terms & Conditions form an integral part of any membership, pack, or service agreement entered into with The Haven Pilates Studio and MIRACULOUSFLOW LDA and apply in full to the contractual relationship between the user and the Studio.
2. Conditions of Access to the Studio Facilities
2.1. Access to The Haven Pilates Studio is strictly conditioned on the prior booking of classes or services through the Studio’s official online platform. Only users with valid bookings may enter the exercise areas.
2.2. Except where otherwise permitted under the user’s active membership or expressly authorized in writing by The Haven Pilates Studio, clients may not be accompanied by guests or third parties inside the Studio. This prohibition applies to all external professionals within the exercise areas with the sole exception of instructors formally accredited and authorized by the Studio.
2.3. The Haven Pilates Studio reserves the right to limit or restrict access to the facilities at any time, except where such access is explicitly included in the user’s selected membership or usage plan and in accordance with the respective conditions of adhesion.
2.4. Guests may only enter the Studio under the following conditions:
a) The guest must present valid identification and complete a registration on the Studio’s online platform;
b) Any guest wishing to participate in a session must complete and sign the Liability and Assumption of Risk Waiver at reception prior to usage.
2.5. Guests and visitors may only access the Studio during reception operating hours and remain subject to the same rules, conduct standards, and usage conditions applicable to all clients. The Studio Management reserves the right to authorize or deny guest or visitor access at its sole discretion.
2.6. Minimum Age and Minors
2.6.1. Access to the Studio and participation in regular classes is intended primarily for adults. The minimum age to attend regular group classes is 16 years, unless otherwise specified for specific youth programmes.
2.6.2. Minors may only register and attend classes with the prior, explicit consent of a parent or legal guardian, who will be deemed responsible for the minor’s conduct, safety, and any damages caused within the Studio. The Studio reserves the right to request written authorization and proof of identity for both the minor and the legal guardian.
2.7. Entry to the Studio is only permitted during the posted opening hours, which may be amended at any time by the Studio and are always available online and onsite.
2.8. The entry of animals into the Studio’s exercise and class areas is strictly prohibited. Well-behaved dogs are only allowed in the reception area, must remain on a lead and under the full responsibility of their owner, with the exception of certified assistance dogs, which may access other areas in accordance with applicable law.
3. Studio Space
3.1. The Haven Pilates Studio comprises the following facilities:
· One Reformer Pilates studio;
· One Mat Pilates studio;
· Changing areas and bathrooms, including all ancillary spaces necessary for the proper functioning of the Studio.
3.2. The Studio reserves the right to reorganize, adapt, or temporarily restrict access to any of the above areas whenever deemed necessary for operational, safety, maintenance, or service-related purposes.
3.3. Whenever feasible, such situations will be communicated in advance via the website, email, or onsite notices. These temporary restrictions do not give rise to any right to compensation, refund, or indemnity, without prejudice to the eventual reallocation or extension of class credits when deemed appropriate by the Studio.
4. Fitness for Physical Exercise
4.1. All users are required to ensure, prior to attending any session, that they are in suitable physical and medical condition to safely engage in Pilates and related modalities offered by the Studio.
4.2. Any onset of discomfort, pain, or signs of physical distress obliges the user to immediately discontinue the activity and notify Studio personnel.
4.3. Attendance by pregnant clients is subject to the prior presentation of a medical clearance attesting fitness for physical exercise. In the absence of such documentation, the Studio may, at its discretion, deny participation in classes for safety reasons.
5. Use of the Studio and Exercise Areas
5.1. The maximum capacity of each group class is established by the Studio and may be adjusted at any time to ensure safety, service quality, and operational efficiency. Due to limited availability, all clients must have a valid booking to participate. Clients without a booking may only enter classes with available space, on a first-come, first-served basis.
5.2. Users are expected to arrive at the Studio dressed in appropriate athletic attire suitable for physical exercise. Footwear used outdoors may not be worn on the Studio’s equipment or inside the exercise rooms. Clients must be inside the classroom at least 5 minutes before the scheduled start time.
a) Users arriving within 5 minutes of the start time may be denied entry, at the Studio’s discretion, to preserve class flow and safety.
b) Users not present in their assigned place 5 minutes before class may have their spot reassigned to another client.
5.3. Users must handle all Studio equipment with care and are responsible for cleaning and returning the Reformer, accessories, and any other materials used during class. Equipment must be used only for the duration necessary for the execution of the exercises instructed by the teacher.
5.4. Bags, backpacks, mobile phones, and personal belongings are not permitted inside the classrooms. Mobile phones must remain silent and stored throughout the entire duration of the class.
5.5. Only instructors formally accredited and authorized by The Haven Pilates Studio may lead or supervise physical activity within the Studio. The presence of personal trainers, physiotherapists, or other external professionals is strictly prohibited unless expressly authorized in writing by the Studio.
5.6. Any user who intentionally or negligently damages equipment or facilities shall be responsible for the cost of repair or replacement at current market rates, without prejudice to additional penalties, including termination of access or legal action. The Studio reserves the right to recover associated legal and administrative costs.
5.7. Users who are unfamiliar with the use of specific equipment must request guidance from Studio staff. The Studio’s team will provide assistance or direct the user to an instructor.
5.8. Users must avoid any behavior that disturbs the class environment or compromises the experience of other participants. Respect for staff and fellow users is mandatory.
5.9. All users are required to follow the instructions of the Studio’s staff and instructors, including safety guidelines, operational procedures, and class protocols.
5.10. The responsible instructor or Studio Manager may request that a user leave the classroom or interrupt the session if their behavior, condition, or actions compromise safety, disrupt class flow, or interfere with the normal operation of the session.
5.11. The Studio may modify class schedules, instructors, or class formats at any time. Whenever possible, such changes will be communicated in advance.
5.12. Access to the Studio’s exercise areas without an instructor present is strictly prohibited, except in the context of the approved on-demand/self-practice modality, where users may access the designated areas in accordance with the specific rules, schedules, and safety guidelines defined by the Studio.
5.13. The Haven Pilates Studio is not responsible for improper, incorrect, or unsafe use of equipment by users.
6. Changing Facilities and Lockers
6.1. The Studio provides changing facilities and lockers for temporary use during each visit. Lockers are assigned on an ad-hoc basis and may not be reserved or used for overnight storage.
6.2. Users must ensure that lockers are properly secured during use and left empty and open upon departure. Items left in lockers at closing time may be removed by Studio staff for security purposes.
6.3. Lockers and changing areas are intended exclusively for short-term use during the user’s presence at the Studio.
6.4. The Studio is not responsible for the loss, theft, or damage of personal belongings stored in lockers, changing rooms, or any other area of the Studio.
6.5. Hygiene and Perishable Items: For public health and hygiene reasons, all used personal hygiene items (towels, bath products, underwear) or food items not collected by the end of the day will be discarded immediately, with no retention period applying.
6.6. On-Site Retention Period: Other items (clothing, footwear, reusable bottles, etc.) will be kept by the Studio for a period of 14 consecutive days. During this period, the client may request their collection. After this deadline, and if the owner has not claimed the items, the Studio reserves the right to donate them to charitable organisations or send them for recycling/disposal, and the items will be considered abandoned for the purposes of space management.
6.7. Valuable Items: Objects considered to be of high value (mobile phones, wallets, jewellery, electronics) will be kept in a secure location. If they are not claimed within 14 days, the Studio will hand them over to the police authorities (PSP or GNR), in accordance with Article 1323 of the Portuguese Civil Code, and from that moment the Studio shall have no further responsibility for them.
6.8. Users are strongly encouraged to avoid bringing valuable items to the Studio.
6.9. In cases where a user forgets their locker code or is unable to open a locker, assistance must be requested at reception. Any damage caused to the locker due to forced opening may result in repair charges to the user.
6.10. Towels or personal hygiene products supplied by the Studio must remain on the premises at all times. Any items not returned may incur a replacement charge.
6.11. Users must maintain appropriate behaviour within the changing facilities and respect the privacy and comfort of others at all times.
6.12. The Studio is also not responsible for any loss, theft, or damage involving vehicles or their contents in surrounding public or private parking areas, even when located in front of or adjacent to the Studio.
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.
8. Payments
8.1. Accepted Payment Methods
The Haven Pilates Studio accepts the following payment methods for all services, memberships, and product purchases:
· SEPA Direct Debit
· Credit and Debit Cards
· Apple Pay / Google Pay
· Cash (for in-studio purchases only)
All payments must be completed at the time of purchase or booking, unless otherwise stated.
8.2. Memberships
8.2.1. Unlimited memberships renew automatically on a monthly basis using the payment method associated with the user’s account.
8.2.2. Users are responsible for ensuring that their payment information is valid and up to date.
8.2.3. In the event of a failed payment, the Studio will attempt to process the payment twice. If both attempts are unsuccessful, the membership may be automatically suspended and subsequently cancelled until the outstanding amount is fully settled. During this period, access to the Studio and its services will remain blocked.
8.2.4. Memberships are personal and non-transferable.
8.3. Membership Freeze / Hold Option
8.3.1. Members may pause their membership for up to 30 days per calendar year, subject to the following conditions:
a) Freeze requests must be submitted in writing at least 7 days prior to the intended start date.
b) The total pause period may be used in a single block or in multiple periods, provided the combined duration does not exceed 30 days per calendar year.
c) No retroactive freeze requests will be accepted.
8.3.2. Membership freezes do not pause or extend the validity of class packs.
8.4. Class Packs
8.4.1. Class packs are valid only for the number of sessions purchased.
8.4.2. Expiry periods vary according to the specific pack type and are displayed at the time of purchase.
8.4.3. All class packs are non-refundable and non-transferable.
8.4.4. Upon expiration, unused credits are automatically forfeited.
8.5.1. All payments made for services, memberships, packs, and individual class credits are non-refundable, except when otherwise required by Portuguese law.
8.5.2. Class credits purchased as part of a pack are non-refundable and non-transferable. Their validity period is defined at the time of purchase and cannot be extended, except in cases expressly authorised by the Studio.
8.5.3. Unlimited memberships are non-refundable. In the event of early cancellation by the user, no prorated or partial refunds will be issued for unused periods.
8.5.4. Refunds associated with class cancellations or no-shows are governed strictly by the Studio’s Booking, Cancellation & No-Show Policy (Section 7).
8.5.5. Retail product sales follow a separate regime and are considered final, with exchanges or refunds permitted only in cases of verified manufacturing defects, in accordance with Portuguese consumer protection rules (Lei n.º 24/96 de 31 de julho).
8.5.6. The Studio is not obligated to provide refunds or credits for dissatisfaction with the class experience, instructor style, personal performance, or scheduling limitations.
8.5.7. Refund exceptions may be considered only in cases of verifiable administrative error.
8.6. Invoicing and NIF
8.6.1. Users may request an invoice with their NIF (Número de Identificação Fiscal) at the time of purchase, or, in duly identifiable cases, within a maximum of 3 days after the purchase date.
8.6.2. Invoices cannot be altered or re-issued after the legal deadline established by Portuguese tax regulations.
8.7. Price and Policy Updates
8.7.1. All prices are listed in euros (€) and include VAT at the legal rate in force.
8.7.2. The Studio reserves the right to update prices, fees, and payment policies at any time.
8.7.3. Whenever feasible, updates will be communicated to users in advance via the Studio’s website or email.
8.8. Campaigns, Promotions and Special Conditions
8.8.1. The Studio may, at its sole discretion, launch promotional campaigns, discounts, or special conditions for certain memberships, packs, or services.
8.8.2. Unless expressly stated otherwise, promotions and discounts are not cumulative and are valid only for the period indicated in the respective campaign.
8.8.3. Users benefiting from special conditions under partnerships, protocols, or corporate agreements may be required to provide proof of eligibility. Failure to provide such proof may result in the application of the standard price list in force.
8.8.4. The Studio reserves the right to modify, suspend, or terminate any campaign or promotion at any time, without affecting contracts already concluded under previously advertised conditions.
9. Insurance
9.1. The Haven Pilates Studio maintains all legally required insurance coverage, including personal accident insurance applicable solely to activities conducted within the Studio’s premises and during officially scheduled classes and approved on-demand sessions, [BR3] in accordance with the provisions of Decree Law No. 10/2009 of January 12.
9.2. By registering for classes, attending sessions, workshops, events, or using any Studio facilities, equipment, or spaces (collectively, the “Activities and Facilities”), the user acknowledges and accepts that there are inherent risks associated with physical exercise, including Pilates Reformer, Mat Pilates, Barre Pilates, and functional movement.
9.3. The user understands that some risks cannot be completely eliminated despite the Studio’s commitment to safety, supervision, and equipment maintenance. These risks may include, but are not limited to:
a) Minor injuries such as strains, sprains, muscle soreness, or bruises;
b) More significant injuries, such as joint injuries, back injuries, falls, fainting, or cardiovascular events;
c) Severe injuries, including, in rare cases, paralysis or death, due to the physical nature of exercise.
9.4. Users must read and comply with all safety instructions provided verbally by instructors, displayed signage, and any operational guidelines issued by the Studio. Failure to follow instruction may increase the risk of injury and may limit insurance coverage.
9.5. If, in the professional assessment of the Studio’s staff, a user appears unfit or at risk when participating in the Activities and Facilities, the Studio reserves the right to deny or suspend access until the user provides a valid medical clearance confirming their fitness to engage in physical activity. This documentation must be obtained at the user’s own expense.
9.6. In the absence of negligence by The Haven Pilates Studio or its staff, the user agrees to:
a) assume full responsibility for any injury or damage sustained or aggravated while participating in the Activities and Facilities;
b) declare that they do not have any medical, physical, or mental condition that would prevent them from safely participating in the Activities and Facilities;
c) confirm that they have not been advised by a medical professional to refrain from engaging in physical exercise.
9.7. Users with chronic medical conditions, limitations, or physical impairments acknowledge that participation in Pilates or any related activities may pose heightened risk, and should not attend classes unless medically cleared.
9.8. The Studio is not responsible for injuries or incidents resulting from:
a) misuse of equipment or failure to follow instructor guidance;
b) participation in non-supervised activities outside approved modalities;
c) pre-existing medical conditions not disclosed to a healthcare professional;
d) failure to comply with safety protocols or behaviour guidelines.
9.9. Any injury, accident, or concerning physical condition must be reported immediately to Studio staff so that appropriate procedures and insurance notifications can be initiated.
9.10. All users are required to acknowledge and accept the Studio’s Liability and Assumption of Risk Waiver[BR4] upon registration. Participation in any class, session, or activity—whether in person, online, supervised, or in the on-demand/self-practice modality—is strictly conditional upon the acceptance of this waiver. Users who do not accept the Liability Waiver cannot attend classes or use the Studio’s facilities.
10. Conduct & Behavior
10.1. Respectful Environment
10.1.1. All users must demonstrate respect toward instructors, staff, and other clients.
10.1.2. Behaviour that is aggressive, disruptive, abusive, or disrespectful will result in immediate intervention and may lead to suspension or permanent removal from the Studio.
10.2. Appropriate Use of Space
10.2.1. Users may not enter restricted or staff-only areas.
10.2.2. Users must remain in designated waiting or training areas unless otherwise directed by staff.
10.3. Harassment & Privacy
10.3.1. Harassment, discrimination, intimidation, or any form of inappropriate behaviour is strictly prohibited.
10.3.2. Filming, photographing, or recording other users or staff without explicit permission is forbidden.
10.3.3. It is also not permitted to film or record inside the Studio’s exercise rooms without the prior authorisation and presence of a Studio instructor or staff member.
10.4. Substance Use
10.4.1. Users may not attend the Studio under the influence of alcohol, drugs, or any substances impairing judgment or physical ability.
10.4.2. Smoking or vaping is not permitted anywhere on the premises.
10.5. Compliance with Instructions
10.5.1. Users must follow all instructions issued by instructors or Studio staff at all times.
10.5.2. The Studio reserves the right to request that any user leave the premises if their behaviour compromises safety or interferes with operations.
11. Security & Hygiene
11.1. Cleanliness & Personal Hygiene
11.1.1. Users must ensure they maintain adequate personal hygiene when attending classes.
11.1.2. Clothing must be clean, appropriate for physical activity, and suitable for Pilates practice.
11.2. Equipment Hygiene
11.2.1. Users must clean their Reformer, mats, and equipment after each class using products provided by the Studio.
11.2.2. Users may not leave sweat towels, bottles, or personal items on the equipment.
11.3. Use of Footwear
11.3.1. Shoes worn outdoors may not be used in exercise areas or on machines.
11.3.2. Grip socks are mandatory for any Reformer class, for safety and hygiene.
11.4. Food & Drinks
11.4.1. Eating is prohibited in all exercise areas and changing rooms.
11.4.2. Only bottled water or closed containers may be used in designated spaces.
11.5. Safety Protocols
11.5.1. Users must not attempt to adjust or manipulate Studio equipment without guidance.
11.5.2. Users must immediately report any malfunctioning equipment or safety concerns.
11.5.3. In emergencies, users must follow Studio staff instructions and evacuation procedures.
11.6. Security Systems, Alarm & Video Surveillance
11.6.1. The Studio may use security systems, including alarm monitoring and, where applicable, video surveillance, for the protection of people, facilities, and property.
11.6.2. Users may not tamper with, disable, cover, or interfere with any security equipment (including sensors, panels, sirens, cameras, routers, or related devices).
11.6.3. Unauthorized access to the Studio outside opening hours, or access without proper authorization, may trigger security procedures and/or contact with relevant authorities.
11.6.4. For safety reasons, the Studio may deny access or request that a user leave the premises if their behaviour compromises security or operations.
11.6.5. Where external costs are directly caused by a user’s action or negligence (e.g., triggering a false alarm by unauthorized access or interference with systems), the Studio may seek reimbursement of those costs, upon evidence and prior notice.
12. Retail Products
12.1. The Haven Pilates Studio may make retail products available for purchase onsite, including merchandise, apparel, accessories, and wellness-related items. All products are subject to availability and to the prices displayed at the time of sale.
12.3. Exchanges due to size or colour are permitted only if:
a) the item is unused,
b) in perfect, resalable condition,
c) returned in its original packaging with all labels attached,
d) presented within 14 days of purchase,
e) and always subject to stock availability.
12.4. Defective products must be presented to the Studio with proof of purchase so that the mandatory evaluation and replacement process can be initiated.
12.5. The Studio reserves the right to discontinue, replace, or modify any retail product at any time without prior notice.
13. Prohibition of Access & Termination
13.1. The Studio reserves the right to deny access or remove any user from the premises when:
a) outstanding payments remain unpaid after due notice;
b) the user engages in misconduct, disruptive behaviour, or disrespect toward staff or other clients;
c) safety rules, hygiene standards, or operational guidelines are violated;
d) the user is under the influence of alcohol, drugs, or any substance impairing judgment or physical ability;
e) the user engages in harassment, intimidation, or inappropriate conduct;
f) the user misuses or damages equipment;
g) any other serious breach of these Terms occurs.
13.2. The Studio may suspend or terminate memberships or access rights for continued violations of the regulations, repeated no-shows, or conduct that compromises the well-being of others.
13.3. Termination or suspension does not entitle the user to refunds for memberships, packs, or unused credits.
14. Intellectual Property Rights
14.1. All content available on The Haven Pilates Studio website, including but not limited to text, images, graphics, logos, videos, design elements, and software, is the exclusive property of MIRACULOUSFLOW, LDA or its partners and is protected by the Portuguese Copyright Code (Código do Direito de Autor e dos Direitos Conexos) and by EU Directive 2019/790 on Copyright in the Digital Single Market, as transposed into national law.
14.2. Permitted Use: Users may access and print pages of the website exclusively for personal and non-commercial use.
14.3. Prohibited Use: The unauthorised reproduction, modification, distribution, transmission, republication, or commercial exploitation of any website content is strictly prohibited and constitutes a criminal offence (Article 195 of the Portuguese Copyright Code – Código do Direito de Autor e dos Direitos Conexos (CDADC), Decree-Law no. 63/85 of 14 March, as currently in force).
14.4. It is forbidden to record, reproduce, share, or download classes without the Studio’s express authorisation.
14.5. Access to the platform is personal and non-transferable, and sharing login credentials will result in the immediate suspension of the account without the right to a refund.
15. Privacy & Data Protection
15.1. The Haven Pilates Studio ensures compliance with Portuguese Data Protection Law, the GDPR, and the applicable European regulations, and adheres to them.
15.2. Personal data collected through registration, bookings, or purchases is used exclusively for service provision, communication, operational management, invoicing, and safety purposes, including security monitoring and, where applicable, video surveillance in accordance with the Studio’s Privacy Policy and applicable law.
15.3. Data will never be sold or transmitted to third parties except:
a) when required for payment processing (e.g., Stripe, banking partners);
b) when necessary to comply with legal obligations;
c) when explicitly authorised by the user.
15.5. Any requests regarding personal data must be submitted in writing to the Studio’s contact email.
16. User Responsibilities
16.1. Users agree to use the website in a lawful manner and to refrain from activities that could compromise website functionality, security, or access.
16.2. Attempting to gain unauthorized access, hack, or disrupt the website or booking platform constitutes a criminal offense under Portuguese Cybercrime Law (Lei n.º 109/2009) and may result in legal action.
16.3. Account Creation and Security: Some features of the website and booking platform may require the creation of a user account. Users are responsible for maintaining the confidentiality of their login credentials and for all activities carried out under their account. Users agree to provide accurate, current, and complete information when creating an account and to keep that information updated at all times. Any suspected or actual unauthorized use of an account, or any other security breach, must be reported to The Haven Pilates Studio immediately.
16.4. User Information & Billing Details: Users are responsible for ensuring that the personal and billing information provided to the Studio – such as name, address, email, telephone number, and tax identification number (NIF) – is accurate, complete, and kept up to date. If the Studio is unable to contact a user, or to process payments, due to incorrect or outdated information, it may temporarily suspend access to services, bookings, or communications until the details have been corrected.
17. Disclaimers & Limitations of Liability
17.1. Accuracy of Information: Although The Haven Pilates Studio strives to ensure the accuracy of website content, we do not guarantee that all information is complete, current, or error-free.
17.2. Third-Party Links: Links to external websites are provided for convenience. The Haven Pilates Studio does not endorse, control, or assume responsibility for third-party content.
17.3. Website Availability: The Studio does not guarantee uninterrupted website access and assumes no liability for outages, technical issues, or interruptions beyond our control.
17.4. Limitation of Liability: To the extent permitted by law, The Haven Pilates Studio and MIRACULOUSFLOW LDA shall not be liable for any direct, indirect, incidental, consequential, punitive, or exemplary damages arising out of or in connection with the use of our website, booking platform, or any online services. This includes, without limitation, loss of data, loss of profits, business interruption, service errors, or unauthorized access to user information. Nothing in this clause excludes liability where such exclusion is prohibited under Portuguese law.
18. Consumer Rights
18.1. In accordance with Decree-Law no. 24/2014, the user has the right to cancel the subscription within 14 days (“right of withdrawal”), provided they have not started using the digital content (such as viewing classes or participating in live sessions).
18.2. Once use of the digital service has begun with the user’s consent, the user loses the right of withdrawal under the distance contract rules.
18.3. Due to the nature of fitness services, the right of withdrawal does not apply to:
a) classes scheduled for a specific date or time;
b) class packs that have already been partially used;
c) digital services already delivered or activated;
d) bookings made for sessions within the next 14 days (upon user request).
18.4. If eligible for withdrawal, refunds will be processed using the same payment method used in the original transaction.
19. Applicable Law & Jurisdiction
19.1. These Terms and the operation of The Haven Pilates Studio are governed exclusively by Portuguese law.
19.2. Any disputes arising from the interpretation or application of these Terms shall fall under the jurisdiction of the Portuguese courts, without prejudice to the use of alternative dispute resolution mechanisms, such as Arbitration Centres.
20. Changes to the Regulation
20.1. The Studio reserves the right to modify, update, or replace these Terms at any time.
20.2. Whenever feasible, changes will be communicated to users through the website or email.
20.3. Revised Terms become effective on the day following their publication.
20.4. Continued use of the Studio’s website, booking platform, or services after any update constitutes full acceptance of the revised Terms, except when changes concern the processing of personal data, in which case explicit consent will be obtained whenever legally required.
21. Complaints Book
21.1. In compliance with applicable legislation, the Studio provides a Complaints Book in electronic format, available at www.livroreclamacoes.pt.
22. Contact
If you have any questions, requests for clarification, or concerns regarding these Terms and Conditions, the operation of the Studio, or the processing of your personal data, you may contact us through the following channels:
The Haven Pilates Studio
Email: hello@thehavenpilates.pt
Address: Praça do Junqueiro 3B, 2775-597 Carcavelos, Portugal
Website: www.thehavenpilates.pt
Phone: +351 912 723 850
We will make all reasonable efforts to respond to your inquiry promptly and to resolve any issues or concerns in accordance with applicable legal obligations.
By using our website, booking platform, or Studio services, you acknowledge that you have read, understood, and agreed to these Terms & Conditions, including the rules governing the collection, use, and protection of your personal data as described herein.