1 Changing or cancelling: more than 24 hours before
Give us 24 hours and you lose nothing. Cancel and your credit goes straight back on your account, or your card is refunded in full. Move to any other class with a space, as many times as you like, at no charge. The new class gets its own 24-hour deadline.
2 Changing or cancelling: inside 24 hours
Inside 24 hours the class is used, whether or not you make it. We hold the bed and the teacher plans around you. The buttons to move or cancel stop working at that point, and we will tell you why on screen rather than let you try. You are welcome to send someone in your place - tell us their name so the register is right.
3 Not turning up
A missed class without notice counts as used. No fee, no telling off. If it becomes a habit we may ask you to book closer to the day so the space goes to someone who can use it.
4 Arriving late
Get there 5-10 minutes early, especially the first time. Once a class has started we may not be able to let you in - it is not fair on the room or the teacher's plan. A late arrival we cannot seat is treated as a late cancellation: the class credit or payment is used.
5 Who can book
RESET classes are for adults aged 18 and over. We are not able to take bookings for anyone under 18.
6 Your account
Booking needs an account. That is what lets you move or cancel a class yourself, at any hour, without waiting for us to answer an email. You can change your details, your health notes and your notification preferences from your account at any time, and you can delete your account there too.
7 Passes and memberships
Class packs carry an expiry date, shown when you buy and on your account. Memberships are rolling and monthly: they renew on the same date each month and you can stop them any time before the next renewal, with no notice period. Unused monthly classes do not roll over.
8 Waitlists
Joining a waitlist is free and takes no payment details. If a space appears we text and email whoever is first in the queue and hold it for 2 hours. Take it and payment happens then; leave it and it passes to the next person.
9 How far ahead you can book
The timetable opens 4 weeks ahead. Members get in earlier - the classes appear on their account before anyone else can take them.
10 When we have to change something
If RESET cancels a class we refund every booking automatically - credits back on the account, card payments back to the card - and tell you by email and text. We do not expect to do it often.
11 Health and safety
Tell us about injuries, pregnancy or anything else that affects how you move. Your teacher sees those notes and nobody else does. If something changes, update your account before your next class. Exercise carries some risk of injury - work within your own capabilities, and stop and tell your teacher if anything feels wrong.
12 Grip socks
Grip socks are compulsory for Reformer Pilates. Bring your own, or buy a pair at the studio before class - for safety and hygiene, we can't let you take part without them.
13 Your belongings
Bring what you need for the class, including footwear and clothing suited to what you're doing. Anything you bring onto the premises is at your own risk - we can't be responsible for loss, theft or damage, except where the law does not allow us to limit that.
14 Respecting our community
RESET should feel welcoming for everyone. Treat instructors, staff and fellow guests with kindness, and we will do the same for you. We may refuse a booking or ask someone to leave where behaviour is unsafe, disruptive or abusive.
15 Liability
Exercise carries an inherent risk of injury. Taking part means working within your own capabilities and following your teacher's reasonable instructions. Nothing here excludes or limits liability that cannot lawfully be excluded, including for death or personal injury caused by our negligence.
16 Photography and filming
We sometimes photograph or film at RESET for our website, social media or other marketing. Where you'd be identifiable, we ask permission first. If you would rather not be photographed or filmed, just let a member of the team know.
17 Your data
We keep what we need to run your bookings: your name, contact details, health notes and booking history. You can download or delete it from your account. Text messages about bookings are part of the service; marketing is separate and you opt into it.