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GENERAL POLICIES

LIABILTY WAIVER

By booking into an Urban Pilates class you agree that:

  1. Urban Pilates is in no way responsible for the safekeeping of my personal belongings while I attend class;

  2. Urban Pilates does not assume responsibility for any lost or stolen personal property. If you do become the victim of a theft, immediately report it to an Urban Pilates staff member who will try and assist you. All thefts should be reported to the relevant authorities within 48 hours of it occurring,

  3. Classes may be physically strenuous and I voluntarily participate in them with full knowledge that there is risk of personal injury, property loss or death;

  4. you, your heirs, assigns or legal representatives fully release Urban Pilates (and its associated entities, members, employees and contractors) from any claim, loss, damage or expense of any kind including in relation to personal injury, property damage/loss, or wrongful death, occurring at a Urban Pilates studio or elsewhere, whether caused by negligence or otherwise.

BOOKING, ATTENDANCE & PAYMENTS

Please be aware classes are on a first come first serve basis. To avoid disappointment, classes can be booked up to 21 days in advance. If you are unable to make your class please ensure that you cancel to allow another client the opportunity to book in. If your class is cancelled due to an unforeseen circumstance you will be contacted via text, phone or email and the credit will be reimbursed.

  1. If you have not booked into a class, in order to avoid disappointment, please call to check that the classes are taking place, particularly in the early morning and late evening. Studio phones are answered during business hours only.

  2. Bookings are made online or via the URBAN PILATES app or our website urbanpilates.com.au.

  3. Payment must be made upon booking, no exceptions. To book into a class you must either have pre-purchased classes in your account or pay at the time of booking.

  4. Out of consideration for the trainer, other clients, and also for your own safety, the warm-up is an important aspect of each class. Please be aware that if you are more than 5 minutes late for a class, the trainer may not let you attend the class at their discretion.

  5. Owners and/or trainers reserve the right to restrict clients to a particular class type for safety reasons at their discretion. Owners and/or trainers reserve the right to turn clients away if they do not have the correct medical clearance.

  6. You can only attend Urban Pilates group classes up until you are 13 weeks pregnant. After 13 weeks you can attend Private 1:1 classes or a Pilates Pre/Post-natal class (subject to availability). Please refer to Pre/Post-natal information under the FAQ section and provide a completed Authority to Exercise form.

  7. Classes are not transferable to another individual and cannot under any circumstances be used by another person. If someone other than the person booked into the class arrives to use the class, they will be turned away from the class – or asked to create an account and purchase their own classes.

CLASS PACKS

Introductory Offer: Is designed to allow new clients to experience the services and style of Urban Pilates. Five (5)  classes are provided to be used within a 2 week period. This special introductory offer is valid once per client, per account. If a client is found to be utilising multiple accounts, suspension of all accounts will take place and a charge for the total claimed classes will be charged to the account.

10 Class Pack: Valid for 3 months from the date of first use or booking, it is non-refundable and non-transferable. No extensions or suspensions are available and this pack cannot be shared between people.

20 Class Pack: Valid for 6 months from the date of first use or booking, it is non-refundable and non-transferable. No extensions or suspensions are available and this pack cannot be shared between people.

50 Class Pack: Valid for 6 months from the date of first use or booking, it is non-refundable and non-transferable. No extensions or suspensions are available and this pack cannot be shared between people.

Class Packs are non-refundable and are not transferable between individuals and CANNOT be extended unless you are injured, in which case we will request a medical certificate. Extensions due to medical reasons must be requested before the expiry date. Other extension reasons will be dealt with on a case by case basis. Class packs cannot be shared as all class packs are for individual use only.


 

WAIT LISTS

Definitions

  1. Urban Pilates means Urban Pilates Franchising Pty Ltd and any
    Urban Pilates studio.

  2. Member means any person who is a member of Urban Pilates or
    who accesses or views our website.

  3. Studio means the Urban Pilates studio at which the Member
    has requested to be on the wait list.

Terms

  1. If a selected class at a Studio is full, Members can request to be added
    to a wait list, either online or via the URBAN PILATES app

  2. If a place in the selected class becomes available, Members will be
    notified between 6:00am and 10:00pm studio local time:

    • By SMS to the Member’s mobile, if they have a valid number listed on their Account; or

    • By email.

  3. Members must confirm attendance at the Studio by selecting the link provided in the SMS or email within 2 hours from receipt.

  4. Members who fail to confirm will forfeit their place on the waitlist.

  5. Members who confirm will receive a further notification confirming their place. If no notification is received, Members should contact the Studio to confirm that their place has been validly redeemed.

CLIENT CODE OF CONDUCT

  1. In the studio, you agree to:

    1. use all equipment with care and as instructed by the trainer;

    2. respect and follow directions of the trainer at all times;

    3. not disrupt the class or threaten the environment in any way; and

    4. be respectful and courteous to other people in the class including the
      trainer.

  2. Urban Pilates has the right to remove you from the class and not allow you to return to the studio (in which case you will be refunded the remainder of any credits) if in their opinion you breach the above.

AGE LIMITS & CHILDREN

You must be at least 16 years of age to attend our classes. Children under 16 are not permitted in our studios unless accompanied by an adult (who is not attending a class). Children cannot be left in the reception area or the studio while you attend classes. Urban Pilates’ can ask you to leave the class or studio if this policy is breached.

ANIMALS

No animals are allowed inside the studio at any time. Urban Pilates has the right to ask you to leave if you have brought an animal in the studio.

COMMUNICABLE DISEASE

If you have contracted a communicable disease, please ensure you have clearance in writing from your doctor before attending your next class. This is for the safety and well-being of all our clients, staff and customers.

CANCELLATIONS

  1. At URBAN PILATES our class sizes are small and can fill quickly. All clients must adhere to our Cancellation Policy:

    • Group classes: Cancellations need to be made more than 8 hours prior
      to your class beginning (morning or evenings).

    • Private classes: Cancellations need to be made 24 hours prior to your
      class beginning.

  2. We understand sometimes unforeseeable circumstances can arise, but we have to be strict, fair and consistent with all clients across all studios, therefore, no exceptions will be made.

  3. Trainers and classes are subject to change without notice. Urban Pilates reserves the right to cancel classes if necessary.

  4. If you do not cancel or reschedule your class outside of the relevant cancellation period or are a no-show/absent from your class you will lose your class and a No Show Penalty Fee of $15 will be applied to members who are a No Show, or who have cancelled within 2 hours of their scheduled class.

GIFT VOUCHERS

  1. Gift cards can be used to purchase goods or classes at URBAN PILATES.

  2. Gift cards are non transferable and non refundable.

  3. All purchases are final and in accordance with the Australian Competition and Consumer Commission


 

Privacy Policy Statement

6.1 Our clinics/practices are committed to protecting your privacy and this information is generally only disclosed to other members of your medical team where necessary.

6.2 The personal and health information you provide during your consultation and subsequent treatment will be collected for the primary purpose of providing high quality health care.

6.3 Where required by law or if necessary for debt collection reasons, your personal information will be disclosed.

6.4 Urban Pilates uses SMS and/or email communication to keep you up to date with the status of your appointment.

6.5 From time to time we may send you information regarding happenings at your local practice via a number of possible ways including: email, telephone call or SMS. Reasons we may contact you include:

• To administer accounts and process payments.
• To communicate with you regarding any issues affecting your treatment.
• Provide information on services and benefits available to Clients.
• To notify Clients of promotions and events.
• For research purposes, case conferences, in study groups and at seminars (please note in these instances, all personal information will be de-identified).
• Appointment Reminders.
• Appointment Follow Ups.
• Marketing and promotional material about new products, services or special offers.
• Periodic Newsletters.
• Practice Updates.
• Market research or surveys to improve our products and services.

6.6 Should you wish not to receive such communications or our convenient SMS appointment reminders please advise the administration staff at your Urban Pilates clinic or alternatively follow the ‘unsubscribe’ instructions provided in the communication.

6.7 You may gain access to information held about you by Urban Pilates by putting your request in writing. Please attention all such correspondence to the “Practice Manager”. Please note a fee may apply.

6.8 Your acceptance of these Terms and Conditions is considered consent to receive such communications as outlined above however you may opt out at any time.

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