Our Studio Policies
 

Welcome to Calluna Pilates

At Calluna Pilates, our aim is to create a calm, welcoming and supportive environment where everybody feels comfortable to move, learn and enjoy Pilates.

Whether you're attending your very first class or have years of experience, we're committed to providing safe, evidence-informed instruction in a relaxed and encouraging setting.

The following policies help classes run smoothly and ensure the best possible experience for everyone.
 

Booking & Payment

All classes must be booked in advance through our online booking system.

Payment is required at the time of booking to secure your place. We accept online payment through our booking platform.

Our classes are intentionally limited to 12 participants to ensure individual attention, high-quality instruction and a welcoming atmosphere.

Single classes, class packs and promotional offers are subject to the pricing and validity displayed at the time of purchase.
 

Cancellation & Rescheduling

We understand that plans can change and aim to offer a cancellation policy that is fair to both our clients and our small business.

• 48 hours or more before your class: Receive a full refund or class credit.

• 24–48 hours before your class: 50% of the class fee will be charged.

• Less than 24 hours before your class: The full class fee is payable.

If you have booked using a class pack, the appropriate class credit will be deducted.

We recognise that genuine emergencies happen. In exceptional circumstances, such as sudden illness or family emergencies, cancellation fees may be waived at our discretion.
 

Late Arrival

Please aim to arrive 5–10 minutes before your class.

Arriving a little early allows time to settle in, ask any questions and prepare for the session.

If you arrive after the class has started, entry may not be possible as you will have missed the warm-up and important safety instructions. This decision is made at the instructor's discretion to ensure your safety and minimise disruption to the rest of the class.

Late arrivals are not normally eligible for a refund or class credit.
 

Waitlist

If a class is fully booked, you are welcome to join the waitlist.

If a space becomes available, you will be notified automatically through our booking system.

Once you accept a waitlist place, your booking becomes subject to our standard cancellation policy.
 

Minimum Class Numbers

To ensure classes remain sustainable, Calluna Pilates reserves the right to cancel or reschedule a class where attendance is too low for it to run effectively.

This will typically apply where fewer than three participants are booked, although we may occasionally choose to run smaller classes at our discretion.

If we need to cancel a class, you will be offered:

• A full refund,

• A class credit, or

• The opportunity to transfer to another available class.

We will always provide as much notice as possible.
 

Health & Medical Information

Your wellbeing is our highest priority.

Before attending your first class, all clients are asked to complete our Health Screening & Informed Consent Form.

Please let your instructor know before every class if:

• You have developed a new injury or pain.

• Your medical condition has changed.

• You are pregnant or have recently given birth.

• You have recently undergone surgery.

• There is anything else that may affect your ability to exercise safely.

Our instructors are qualified Pilates professionals and will always do their best to adapt exercises where appropriate. However, Pilates instruction is not a substitute for medical assessment, diagnosis or treatment.

If you are unsure whether Pilates is suitable for you, we recommend seeking advice from an appropriate healthcare professional before attending.
 

Pregnancy & Postnatal Clients

Pilates can be a wonderful way to maintain strength, mobility and confidence during pregnancy and after birth when appropriately adapted.

If you are pregnant or postnatal, please let us know before attending so we can discuss suitable exercise modifications.

Depending on your individual circumstances, we may recommend that you seek advice from your GP, midwife, consultant or women's health physiotherapist before participating.
 

During Class

Pilates is about moving with control, awareness and confidence—not pushing through discomfort.

Please work at a pace that feels appropriate for your body and choose the exercise options that feel right for you.

Our instructors will offer modifications and progressions wherever possible, but you are always encouraged to listen to your body.

If you experience pain, dizziness, chest pain or begin to feel unwell during class, please stop immediately and let your instructor know.
 

Illness Policy

To help protect the wellbeing of everyone attending our classes, we kindly ask that you do not attend if you are feeling unwell or have symptoms of a contagious illness.

If you have a fever, vomiting, diarrhoea or another infectious illness, please wait until you have fully recovered before returning to class.

If you're unsure whether you should attend, please get in touch before your session—we're always happy to help.
 

Equipment & Footwear

All equipment required for your class will be provided unless otherwise stated.

Please wear comfortable clothing that allows you to move freely.

Grip socks are recommended for Barre Pilates and Reformer on the Mat classes and may be required for certain sessions if advised in advance.

To help us care for our equipment, please avoid clothing or jewellery that may damage mats or props and return equipment neatly after class.
 

Class Etiquette

Our classes are designed to be calm, welcoming and enjoyable for everyone.

To help us maintain this atmosphere, we kindly ask that you:

• Arrive on time.

• Wear comfortable clothing suitable for movement.

• Bring a water bottle if you wish.

• Place mobile phones on silent.

• Follow the instructor's guidance throughout the session.

• Respect fellow participants and the instructor.

• Return equipment neatly after use.

• Help maintain the relaxed and supportive environment of every class.
   

Personal Belongings

Please keep your belongings with you or in the designated area provided by the venue.

Whilst every care is taken, Calluna Pilates cannot accept responsibility for loss of or damage to personal belongings.
 

Photography & Videography

Occasionally, photographs or short videos may be taken during classes for use on our website, social media or marketing materials.

We will only use images of clients who have provided their consent.

If you would prefer not to appear in any photographs or videos, simply let your instructor know before class.
 

Children & Spectators

For safety, insurance and to minimise disruption, only clients booked onto the class may be present during sessions unless agreed with the instructor in advance.
 

Our Community

Calluna Pilates is built on kindness, encouragement and respect.

We welcome people of all backgrounds, abilities and experience levels and ask everyone attending our classes to help us create an environment where everybody feels comfortable and supported.

We ask all clients to:

• Treat fellow participants, instructors and venue staff with kindness and courtesy.

• Respect different abilities and levels of experience.

• Follow reasonable instructions given by the instructor to help ensure everyone's safety.

• Respect the venue and equipment provided.

• Help create a positive and welcoming atmosphere for everyone attending.

Behaviour that is abusive, intimidating, discriminatory or repeatedly disruptive will not be tolerated and may result in being asked to leave a class or, in serious cases, future bookings being declined.
 

Privacy

We only collect the personal information necessary to manage your bookings, provide classes safely and communicate with you.

Health information is treated confidentially and processed in accordance with our Privacy Policy and UK data protection legislation.

For full details about how we collect, store and use your information, please see our Privacy Policy.
 

Feedback & Complaints

We're passionate about creating the best possible experience for every client and genuinely value your feedback.

If something hasn't met your expectations, we'd really appreciate the opportunity to put things right.

Please contact us at [your email address], and we will:

• Acknowledge your concerns promptly.

• Listen carefully and treat your feedback with respect.

• Investigate the matter fairly.

• Respond as quickly as possible, usually within five working days.

• Work with you to find a reasonable and positive resolution wherever possible.

Your feedback helps us continually improve our classes, our studio experience and the service we provide.
 

Contact

If you have any questions about our studio policies, bookings or classes, we'd love to hear from you. Email: heather@callunapilates.co.uk Website: www.callunapilates.co.uk We look forward to welcoming you to Calluna Pilates.