At Ouen Pilates, we are committed to providing a safe, inclusive, and supportive environment for all clients. Please read the following studio policy carefully to help ensure a positive experience for everyone.

By attending classes at Ouen Pilates, you acknowledge that you have read, understood, and agreed to the policies and participation terms outlined below.

Cancellations:

To be eligible for a refund or credit, cancellations must be made within the timeframes outlined below:

• Group classes have a 36-hour cancellation policy. Classes can be cancelled through the booking system. Late cancellations or non-attendance will result in the class being forfeited.

• Pre-paid blocks of group classes (i.e Fundamentals or Pre/ Post Natal) are charged in full upon booking. To receive a refund, cancellations must be made at least 2 weeks before the course start date. Refunds or changes for individual classes within the block cannot be issued.

• Private training have a 24-hour cancellation policy. Private training sessions can be cancelled by contacting your booked instructor directly or emailing instructors@ouenpilates.com. Late cancellations or non-attendance will be charged in full. 

Bookings:

• All group classes must be booked online by clients in advance of the class

• Clients are responsible for managing their own bookings, including making, amending, or cancelling classes. While our instructors are here to support you during sessions, they are unable to manage bookings for group classes on behalf of clients.

• Bookings for private sessions are arranged directly between the client and instructor.

• Class passes are available in blocks of 5 or 10 and are non-transferable.

Class Participation

• Clean socks (grip or non-grip) are required for all classes. Grip socks are available for purchase at the studio.

• A minimum of two participants is required for group classes to proceed. If a class is cancelled due to low numbers, clients will be notified and refunded via the original payment method.

• The studio is closed on bank holidays.

• All classes are subject to instructor change where necessary.

• We maintain a phone-free studio environment.

• To respect the privacy and comfort of all clients, filming and photography during classes is not permitted. Any filming or photography within the studio may only take place after the class has finished and with the instructor’s permission.
  Our instructor team do not film or photograph group classes or private sessions.

• For safety, please listen carefully to all instructions provided by your instructor and ask questions if anything is unclear.

• If you are feeling unwell, we kindly ask that you refrain from attending the studio.

• Please wipe down all equipment after use with the disinfectant wipes provided.

• Please arrive 5 minutes before your class start time and wait for the previous class or client to exit before entering the studio.

• Clients are responsible for providing accurate and complete information regarding your health and fitness level when booking. Please consult with a healthcare professional before beginning any new exercise program, especially if you have any pre-existing health conditions or injuries.

• We offer a variety of class levels based on complexity and challenge. It is the client's responsibility to ensure that the class they book is suitable for their fitness level, injuries/ conditions and experience. If the instructor believes that the level selected is not appropriate, they will recommend a different class level to better suit your needs.

Respectful Conduct & Right to Refuse Service

• Ouen Pilates is committed to maintaining a respectful, safe, and inclusive environment for all clients and members of our instructor team.

• Clients are expected to behave in a manner that is considerate, appropriate and respectful towards instructors and other clients at all times. This includes, but is not limited to, respectful communication, adherence to studio boundaries and cooperation with reasonable instructions given for safety or operational purposes.

• Ouen Pilates reserves the right to refuse participation in classes and/or private sessions, suspend access or terminate the client–studio relationship where behaviour is deemed inappropriate, disruptive, unsafe, or inconsistent with the values and standards of the studio. This includes behaviour that negatively impacts the wellbeing, safety, or experience of others.

Liability

Participation in Pilates involves physical movement and exertion and may carry inherent risks, including but not limited to muscle soreness, strain, or injury. By attending classes, you acknowledge that you understand and voluntarily assume these risks.

Our instructors are trained to teach Pilates and provide appropriate guidance and modifications within their professional scope. It is the responsibility of the client to communicate any limitations, injuries, or concerns before and during a session. While our instructor team is trained to teach Pilates safely and effectively, they are not medical practitioners, and Pilates is not a substitute for professional medical care.

Ouen Pilates and its instructors accept no liability for any injury, damage, or loss arising from participation in sessions, including but not limited to circumstances where:

• A client participates against medical advice or fails to disclose accurate or complete health information;

• A client does not follow instructions provided during the session, particularly those relating to safety or technique;

• Injury, damage, or loss is caused by the actions of another participant.