Terms & Conditions
Useful Information
Payment is taken at the point of reservation. Full payment is required to hold reservations in the diary. If payment is not received within 24 hours of a reservation, the booking will be released. Any outstanding payments or insurance excess will incur interest at 8% per annum.
Cancellation policy
We have a 24hour cancellation policy. If you need to reschedule or cancel your appointment we need 24 hours notice or there is a full charge.
Refunds, Exchanges and Scheduling Policy
No purchases are eligible for exchange between clients or services. For single purchases (PAYG sessions) that are unbooked, unexpired or have been canceled with more than 24hours notice are eligible for a full refund. As Physiotherapy is a medical service we do allow a patient to reschedule within 1 week of their initial appointment without charge, in order to maximise their recovery time. We are able to provide refunds for physio appts. as we understand that sometimes an injury may resolve itself. However, please note: All pack/block sales are final. All purchases are non-refundable. You may only attend a reservation made under your own name. You cannot send another person in your place.
All services that are purchased are subject to an expiration date. This is printed on your receipt and can be found on your MBO account in your account information.
Reform Physiotherapy and Pilates Limited reserve the right to change the staff member / timetable subject to staff availability.
Block purchases are subject to their expiry date from the date of purchase. Blocks may be extended twice ONLY for a small fee:
- 1 week for £15
- 1 month for £40
Waitlist Policy
When reserving a space on the waitlist you are confirming your attendance to class if a space becomes available. Please remember our 24hr Late Cancellation policy still applies. Clients are required to have active prepaid credit for the proposed class when being added to the waiting list. Clients may only reserve a space on ONE wait-list per day. The wait-list lock window is 4 hours before the class time. If your session becomes available after this time, we will call you to confirm your attendance. In this instance you can decline the class without incurring a late cancellation fee. By adding yourself to the waitlist, you are accepting the terms of the cancellation policy. If a client is booked into one class and added from a waitlist for another class the same day (within 24 hours), they will be charged to cancel or rearrange the original booking.
Pregnancy & Postnatal Policy
If you are pregnant you must inform your practitioner before your session. You may need to fill in an additional consent form or be directed to a different service. Clients can usually participate in 1:1 Pilates sessions (with practitioners with prenatal qualifications) until the day before delivery (unless otherwise advised by your medical practitioner). Clients who have been practicing Pilates or Pilates-style exercises previously may attend Reformer once they have signed the pregnancy waiver form. The pregnancy waiver form is required for all pregnant clients.
Postnatally, it is recommended to wait 6-8 weeks before resuming your pilates classes after your GP postnatal Check up. A 1:1 is recommended before returning to group class.
Our studio is a shared space, designed to have either 1 class or 2 practitioners working with their client at the same time. If you wish to hire the studio exclusively, this is available for an additional fee. Or if you would prefer your session to take place in the privacy of the treatment room, please check with the admin team for pricing and availability.
All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend but on occasions a formal chaperone (a trained member of staff) may be preferred. Please speak to the admin team should you wish to arrange one, keeping in mind that space is limited, buggy storage cannot be guaranteed, and areas must remain clear for the safety and comfort of all users.
We are a registered provider with the following Insurance Companies:
We currently work with BUPA and WPA.
In order to book a session using these insurance companies you must provide your Membership number and Authorisation code at the point of booking in order to secure your reservation.
We may still be able to treat you if you are registered with another provider; we suggest contacting your insurance company and confirming that they are happy to reimburse you directly for your treatment with a itemised receipt. We cannot accept responsibility for your insurance company not reimbursing you for treatment.