Terms and conditions

At Reformer Revolution we value all our clients and think that it is important you understand everything that you do with us. We value autonomy and try to educate all our clients to give you back the power to take responsibility for your own health journey. Because of this we have tried to put this into our terms and conditions and make them as simple as possible. We have tried to keep them short and sweet so that you understand what you are signing up for and you can make an informed decision.

Who is Reformer Revolution?

We are Reformer Revolution, a company registered in England and Wales and our company number is 16089708. These terms and conditions are between you and Reformer Revolution (known below as us/we). You agree to them by using our app or attending a class. 

Reformer Revolution is not a medical entity, and we do not provide medical advice. It is your responsibility to determine that you are fit and well to attend a class. If you are unsure, you should contact info@reformerrevolution.co.uk prior to booking your first class so that we can discuss this with you. We are not responsible or liable if you have not disclosed information which may impact your ability to exercise safely and complete a full class. This includes being able to complete all exercises within the class.  

Ideally, you will read this, as well as our Privacy Policy as you will signing up to both.

How to contact us

You can contact us through our website.

Email us: info@reformerrevolution.co.uk

How we contact you

We contact you mainly through email but may also call, text or write to your home address if required or requested. You will need to keep you contact information updated as this will help us ensure you receive the messages you need regarding your classes. This will also ensure that your app works fully.

All clients will receive appointment reminders 24 hours before a class. This helps us keep you on track with your bookings but also avoids you paying any late cancellation fee’s.

We sign you up for our newsletters as this is how we tell you about new instructors, developments to our studios and systems and details regarding holiday hours. You can unsubscribe at any time but please note if you unsubscribe from one, you unsubscribe from all. This means you will not receive class reminders.

General bits

We reserve the right to cancel any classes, sessions, blocks or memberships as well as refuse entry to any or all our sites at our discretion if:

• in our professional opinion, we consider that you are not medically or physically able to use our facilities safely, or that it is not in your best interests to continue attending classes or sessions at Reformer Revolution. This will be discussed with you individually.
• you are in serious or repeated breach of our terms and conditions.
• you have booked or have attended classes or sessions without payment.
• in our reasonable opinion, we consider your behaviour or language to be offensive, abusive, harassing, threatening or discriminatory to our staff, our business or to other clients, whether in our studios, online or to our administrative team.
• your behaviour or conduct does, or may, risk the physical or mental wellbeing of our staff or other clients.

You must be 18 or over to attend classes at Reformer Revolution. Classes are always subject to availability, but we will always do our best to accommodate you in your chosen class.

All classes must be prepaid, and all clients agree to our 12hr notice policy when cancelling and/or rescheduling. If you’re booked into a class but miss it or cancel with less than 12 hours’ notice, you will be charged the full cost of the class for it.

We do update and change our terms and conditions as new services, studios, technology or improvements arise. By continuing to book into our classes, you are accepting that you are bound by the current terms and conditions, even if these have changed recently. As a result, we strongly recommend you regularly check these each time you revisit the website. These terms and conditions form the entire understanding between us and the current published terms and conditions will supersede all previous agreements, understandings and representations relating to the subject matter.

Enquiries or Complaints

If you have any enquiries or complaints email info@reformerrevolution.co.uk

Our app and booking system

We use a system called Hapana. This is a gym and studio management software package which helps us to schedule classes, manage bookings, provide memberships or block classes, have a wait list for classes and host an app which all our clients can use.

All clients are asked to download our app. This is for a number of reasons including:

• It allows you to book, modify and cancel all classes.
• All payments are done via the app. You can purchase your classes or sign up to memberships in your own time.
• It can send you push notifications on wait lists.
• It will sync your classes with your calendar to help you manage your schedule. 
• This is where you will get your code to access the studio’s front door.

Hapana links with Stripe and this is how we take all payments. Stripe holds the details for your card payments and are fully PCI compliant. This means that we cannot see any payment information.

Unfortunately, the app software does not accept the use of Face ID as a form of signing in. You will need to set and remember your password. If you forget this and struggle to change it using the ‘forgot password’ link, please contact info@reformerrevolution.co.uk. 

Paying us

We do try and keep costs as low as we can but with rising costs we may have to put our prices up. If we need to do this, we will try to give notice. However, we do reserve the right to increase prices without notice 

All appointments are paid for in advance via the app. Most of the time this is done by buying a block or having a monthly membership. We accept any type of credit or debit card or apple pay.

Block purchases

We currently offer a range of block purchases. The idea of this is that the more you buy the cheaper it becomes. You can share these blocks between people but unfortunately our software doesn’t allow us to split these equally. We have time limits to our blocks which are:

• 3 class introduction offer = 21 days
• 5 class pack = 30 days
• 10 class pack = 10 weeks
• 20 class pack = 6 months

If you require an extension for medical reasons, please contact info@reformerrevolution.co.uk who will be able to assist you. Normal reasons for extensions include surgery or injuries, pregnancies or undergoing medical treatments such as chemotherapy or radiotherapy. If you have suspended your account due to medical reasons, we will require confirmation it is safe for you to return to activity prior to you joining a class. 

Our introduction offer is only valid for new clients and each client will only be able to access this offer once. This offer can also not be used in conjunction with any other discount or offer which we are hosting at the time of purchase. You also cannot share these sessions with another member of the studio.

Class referral scheme

The person referring a client to our classes must be an active member of our studios and their friend must be brand new to our business. 

You can claim one £20 voucher for every person that you refer to us who signs up to our classes. This £20 can only be redeemed once per client unless you refer us multiple friends who sign up. At this point you will be issued a voucher for each person who has signed up. The voucher is only valid for standard classes and not special events or workshops.

There is no cash or credit alternative.

There is no limit to the number of friends a client can refer, but Reformer Revolution reserves the right to modify these terms at its discretion.

‘Book a Buddy’

On our app you can ‘book a buddy’ into a class with you. For this to work, both you and your friend need to be active members of the business with payment options (memberships or a block of classes) on account. Reformer Revolution’s admin team will then need to link your profiles. To do this, please email info@reformerrevolution.co.uk, copying in your friend and ask for your accounts to be linked. 

Once this has been done you can book your friend into a class from your own app. The payment will be taken from the other persons block or membership. If they do not have anything on account, you will not be able to book the class. 

Please note, we do need consent from the second person to ensure they are happy for your account to be linked in this way.

Milestone or promotional discount codes

We like to celebrate our members and from time to time you may receive a discount code to use on any of our classes. This can be because you have hit a milestone, such as attending 50 classes with us, or you have been a loyal client for a while. As such we want to say thank you and may issue you with a discount code. Any codes received are only to be used once and the codes should not be shared with others. We request you respect this and do not offer these codes out to others. 

Memberships

We have a monthly membership option which includes:

• 4 classes per month
• 8 classes per month
• 12 classes per month
• 16 classes per month

All our blocks run on a calendar month and begin at the date you sign up. For example, if you sign up on the 3rd of the month, your membership will automatically renew on the 3rd of the next month. This will all happen via our app automatically. You must have saved an active credit or debit card on your file for this to happen.

Running on a calendar month means that generally you have 4 weeks and 2-3 days to use up your sessions (except February). For some people you may want to top up by purchasing classes on top of your membership. If you would like to buy a top up class please contact info@reformerrevolution.co.uk as we will discount a drop in session to the same rate that you are paying for the rest of the classes. 

There is no sign-up fee for our membership unless you are re-joining. If you decide to re-join us, there will be a £100 administration charge.

When joining our monthly membership, you agree to pay for a minimum sign up length of 3 months. If you want to cancel within this time, you will be subject to the full 3 month charge. This will be directly linked to the number of sessions that you have signed up to (eg. 4, 8, 12, 16).

Failed membership payments

If for whatever reason your membership payment fails, our system will automatically send you an email to ask you to check your card and update it. It will then automatically try to take payment 2 days later. If this fails again it will send you a final email. Until you update your card on file you will not be able to book any further sessions with us. 

It costs us £2.50 every time the system tries to take payment from your card and it fails. This cost will be added to the next membership payment which is taken with no other additional fee. Please note, if you have had 2 failed payments, you will be charged an extra £5.

Carrying over membership sessions

Unfortunately, we cannot roll over any sessions from your membership month. 

Sharing your membership

Unlike a block purchase, we cannot share your membership with another person. This includes friends or family members.

Suspensions and cancelling your membership

If you are unable to come into the studio for medical reasons, please do contact our admin team on info@reformerrevolution.co.uk who will be able to discuss suspensions with you. Suspensions are done on a case by case basis and are not guarenteed.

You can cancel your membership at any time after the initial 3-month period. However, we do need you to give us 1 full calendar months’ notice from the date of your last payment. If you do not do this you will be subject to a charge equalling the entire 3 month’s notice period or the full final month.

AutoPay and card declined for memberships

To sign up for a membership, you must save an active card to your profile. This card is where your payment will come off every month.

Hapana is fully PCI compliant which means that the only thing we can see once you have submitted your details is the last 4 digits of the card you are using.

If you card is out of date or declined, you will not be able to book any future sessions until the card on file is updated. You can easily do this on your own app or online via our website. Alternatively, simply email us at info@reformerrevolution.co.uk and we can arrange a time to call and collect the new details from you.

Re-registration fee for memberships

If you choose to cancel your membership and re-join us again, you will be subject to a re-joining fee of £100.

Refunds for memberships

As you know you cannot stay in a job forever so sometimes our instructors may leave 🙁 We promise to find you another amazing instructor to replace them. If you are not happy then just contact us to chat about a different option.

Unfortunately, we cannot refund a payment once it has been taken from your account. If you would like to cancel your membership, please ensure that you give us a full calendar months’ notice from the date of your last payment.

Cancelling a class

We send out email reminders to all clients 24 hours before the appointment time. These are automated emails, so if you have cancelled and still received one this may be why. Please feel free to check with us by replying to the email.

If you cancel within 12 hours, you will be charged the full price of the session. The app will automatically do this and will tell you when you are cancelling. 

If you have opted out of our email communication, you will not receive class reminders. 

If your instructor is sick, then we will try to provide you with another instructor or try and move you to a time or day which works for you. It is up to you whether you come to the appointment, but you will not be charged if you let us know.

We all know that tube strikes, or bad weather happens. If you know that there may be a problem, then please head to your app and cancel the appointment early. If something like the above happens and you late cancel your appointment, you will be fully charged.

Regarding Covid, we follow the current UK regulations. If you have tested positive for Covid, this will be classed as normal sickness and you will be fully charged if you cancel within 12hrs.

If you are not sure, just ask and we will do our best to explain.

The safety bits

Pilates equipment can be dangerous if not used properly. To keep you safe, please stay away from the equipment until your instructor is in the studio. Once inside the studio, please be aware that you are sharing the space with others. You can choose your own reformer or mat space but please remember that if you do not have an instructor with you, you should not be on the equipment. Throughout the class you will be directed on how to change the springs and which springs to use. If you are in a foundation class, we will allow a little more time for this. If you have never done a reformer class before simply speak to the instructor at the start of the class and they will be able to offer you more assistance.

Your instructors are fully trained in the equipment and know how to use it. They are also brilliant at spotting how you are moving. The problem is, we cannot feel what you feel. If you are unsure, something doesn’t feel right, or you are in pain, tell us and stop doing the exercise. Remember, this is your body, and we do our best to provide you with the tools you need but you need to take responsibility for your movement. 

If you are not sure what we are asking you to do, please ask your instructor to avoid potential injury. We are here to help you so please be patient as we all learn how to communicate with each other.

We ask that everyone wears socks on the equipment for hygiene reasons. These can be grippy socks or normal sports socks. If you do not have grippy socks and want some non-slip matting, please ask your instructor.

Finally, please wear clothes that you can move in as well and be careful with big jewellery! If you are wearing looser clothes, please be careful these do not get caught in the reformer carriage. You may also want to tuck in loose fitting t-shirts if the exercise requires you to go upside down.

Coming to your class

Our instructors are amazing and mostly run sessions back-to-back with only time for cleaning and the next class to come in. The door system is automatic and if you arrive after the start time you will not be allowed entrance to the class. Please do not knock and ask the instructor to override this as it is not fair on the other members of the class who have already started moving. 

The doors will be unlocked 9 minutes before the start time of the class. This is so that you do not disturb the end of the previous class. You will be able to unlock the door with the QR code which will be on your app. 

If you attend your appointment, we will assume that you have read, understood and agreed to all our terms and conditions.

Hands on cueing and corrections

We feel that tactile, or hands on corrections, can be really helpful in your Pilates practice. If you would prefer not to have any hands on cueing, please notify your instructor on arrival to the studio. We are more than happy to assist you in other ways.

the Hands on cueing and corrections phrase should be the header in bold. please can it sit under ‘coming to your class’ and above ‘Are you fit to exercise?’

Are you fit to exercise?

All exercise carries risk and this is no different. If you are under the care of any medical professional including a physiotherapist, osteopath or any doctor or consultant for heart, lung or other medical illnesses which may impact your ability to exercise, please get in touch with us before signing up to a class so that we can ensure it is suitable for you.

If you have spoken to your GP and they have suggested exercise to help you with a medical condition, please ensure you explain to your instructor at the start of the class or better yet, email info@reformerrevolution.co.uk so that we can ensure your instructor is prepared for you class. You will be offered appropriate alternatives but please also ensure that you listen to your body and know when to stop. Pushing yourself into pain or past fatigue will not help you get stronger!

If you are pregnant, please be aware of any complications you may have that could mean you should avoid exercise. Your midwife, GP or obstetrician can advise on this. If you experience dizziness or shortness of breath as well as any vaginal bleeding during the class, please stop and consult your midwife or GP. If you are unsure about this, again please get in touch so that we can help you!

Refunds for blocks and drop in classes

As you know you cannot stay in a job forever so sometimes our instructors may leave 🙁 We promise to find you another amazing instructor to replace them. 

We do not refund our blocks or memberships unless under exceptional circumstances. To discuss this please contact info@reformerrevolution.co.uk. If a refund is authorised, there will be an admin fee which covers our transactions costs. This does depend on the amount you purchased, and the card type used. Typically, it is around £25 for the admin cover and 2-3% for credit card fees. If you would like a refund to an international account, we will also add on CHAPS transfer fees.

Our studios

We endeavour to keep our classes and studios busy. If you are attending for a 1:1 please note that these are semi-private, meaning you may be sharing the studio space with other instructors and clients. If you would like a private session, you will be required to pay the equal amount of all instructors who would normally be timetabled on for that hour. If this is 3 instructors, you will be asked to pay 3x the cost of a normal price 1:1.

Waiting lists

We work hard to make our classes busy and run a waiting list for all classes. The number of waiting list spaces will be equal to the number of spaces available on the class. This can differ between studios.