STUDIO POLICIES
YOU ARE ABLE TO CANCEL & RESCHEDULE YOUR BOOKING UP TO 8 HOURS BEFORE YOUR CLASS ON OUR WEBSITE OR APP.
1. CANCELLING/CHANGING A CLASS & Waitlist
PLAY PILATES SOCIAL CLUB REQUIRES A 8 HOUR NOTICE FOR ALL CANCELLATION AND SCHEDULE CHANGES. IF REGISTERED FOR A GROUP CLASS, ALWAYS CANCEL THROUGH THE APP. FOR PRIVATE SESSIONS/APPOINTMENTS, EMAIL THE STUDIO AT PLAYPILATESSOCIALCLUB@GMAIL.COM
1.1 WAITLIST
IN THE EVENT A GROUP CLASS IS FULL, THE APP WILL OFFER YOU TO “JOIN WAITLIST”. IT IS THE CLIENT’S RESPONSIBILITY TO MANAGE THEIR OWN BOOKINGS, INCLUDING WAITLISTS.
YOU CAN GET OFF A WAITLIST UP TO ONE (1) HOUR BEFORE THE START OF THE CLASS TO AVOID AUTOMATICALLY BEING ADDED TO A CLASS. THE MOST UP-TO-DATE AND ACCURATE WAY TO SEE THE STATUS OF YOUR CLASS IS BY CHECKING AND REFRESHING THE APP, IF YOU DO GET INTO A CLASS YOU WILL RECEIVE AN EMAIL.
1.2 LATE CANCEL/NO SHOW PENALTY
IF A CLASS OR APPOINTMENT IS CANCELLED WITHIN THE 8 HOUR PERIOD, THE CLASS PASS IS FORFEITED. IF THE CLIENT IS AN UNLIMITED MEMBER, THE LATE CANCEL FEE IS $25 PER LATE CANCEL.
THE LATE CANCEL FEE APPLIES TO CANCELLATIONS INSIDE THE 8 HOUR WINDOW, AS WELL AS A “NO SHOW” /WHEN A CLIENT DOES NOT SHOW UP FOR THE CLASS.
1.3 ILLNESS
PLEASE DO NOT COME TO CLASS IF YOU ARE SICK. IF YOU ARE BOOKED FOR A CLASS AND BECOME ILL WITHIN THE 8 HOURS LEADING UP TO THE CLASS, CANCEL YOURSELF FROM THE CLASS VIA YOUR APP IMMEDIATELY. THIS WILL ALLOW THE NEXT PERSON ON THE WAITLIST TO BE ADDED TO THE CLASS RIGHT AWAY.
THEN SEND THE STUDIO AN EMAIL WITH THE DETAILS/REASON FOR YOUR CANCELLATION. WE ASK THAT YOU CANCEL CLASSES FOR THE NEXT 3 DAYS. WE WILL BE ABLE TO WAIVE THE LATE CANCEL FEE FOR ILLNESS, HOWEVER WE CANNOT WAIVE THE FEE FOR MULTIPLE BOOKINGS IN ONE WEEK IF A CLIENT IS SICK. IT IS BEST TO CANCEL FUTURE BOOKINGS AND RE-BOOK WHEN FEELING BETTER AGAIN TO AVOID LATE CANCEL/NO SHOW PENALTIES.
2. REFUND POLICY
Passes and packages are effective on date of sale. No refunds. All sales final. please check the expiration date of passes in your profile. Extensions may be granted, please email us at playpilatessocialclub@gmail.com
3. CREDIT CARD POLICY
3. A valid credit card must be held on file for all clients. Play Pilates Social Club reserves the right to charge preauthorized debit/credit card payments for late cancellations, no-shows, and other penalties as outlined in this policy.
3. TARDINESS POLICY
3.1 Admittance Cut-Off- To minimize disruptions and provide the best possible experience, clients arriving more than 10 minutes late to a class will not be permitted to join that session. We prioritize ensuring an uninterrupted flow for the benefit of all participants.
3.2 Late Arrival Consequence- While we understand that unforeseen circumstances can sometimes delay arrivals, classes will begin promptly at the scheduled times. Latecomers arriving after the 10-minute grace period has elapsed will need to reserve a spot in another upcoming class and will lose their respective class credit.
4. PRIVATE SESSION CANCELLATIONS
4.1- Students must cancel their private session 24 hours to avoid being charged. If they fail to cancel within this window, it will result in the loss of a private session credit. If they are late to the session or do not show, they will also be considered a late cancellation.
5. WORKSHOPS
5.1- All workshops must be paid in full upon enrolment and are non-refundable if participants cancel. The studio reserves the right to cancel workshops within one week of the start date. Participants will be refunded for studio cancellations.
6. STUDIO CLASS CANCELLATION
6.1- The studio reserves the right to cancel a class up to 2 hours before class time if there are not enough students signed up. You will be notified of any cancellation.
7. Non-Transferable & Non-Refundable- Class packages are non-transferable and non-refundable. The expiry periods are strictly enforced to encourage consistent practice and allow us to manage studio capacity and instructor scheduling.
8. MEMBERSHIP FREEZES AND CANCELLATION POLICIES
8.1 - Auto-Renewal and Cancellation Process
All membership options are on monthly auto-renewal. To cancel your membership, please email playpilatessocialclub@gmail.com
8.3 - Policy Rationale & Community Commitment
Late cancellations and no-shows are not tolerated to ensure fairness to our community. We recognize that unforeseen circumstances can occur; however, we must prioritize those who are committed to attending. For many, a Pilates class is vital for physical and mental well-being. Our policy balances the needs of attending members with those on the waitlist, ensuring equitable access for all. Your understanding and cooperation are appreciated.
8.4 - Membership Freeze Terms
8.4.1 - Request Requirements: Members may pause their membership.
8.4.2 - Advance Notice: Freeze requests must be submitted in writing to playpilatessocialclub@gmail.com at least seven days before your next billing date. We recommend providing as much notice as possible, especially when scheduling around billing cycles.
8.4.3 - Mandatory Start & End Dates: Every freeze must specify both a start date and an end date ("unfreeze date") at the time of request.
9. BILLING CYCLES
9.2 - Billing Cycle Basis
Your billing cycle is based on the date you purchased your membership. Payments for auto-renewal memberships will recur on the same day each month.
9.3 - Annual Commitment & Early Cancellation
If you sign up for a 1-year commitment, you are responsible for the full year of payments.
9.4 - No Freeze Policy for Annual Memberships
Annual memberships cannot be frozen or paused. For monthly payment plans, the membership continues month-to-month. For annual upfront payments, no reimbursements will be given for freezes or time off.
10. ETHICS
10.1 - Zero Tolerance Stance - We enforce a strict "no tolerance" policy for discriminatory or harmful behavior based on race, gender identity, age, religion, disability, sexuality, language, or body shape. Please refer to the full Anti-Discrimination Policy.
10.2 - Commitment to a Respectful Environment - We are committed to providing an environment free of discrimination and harassment, where all individuals are treated with respect and dignity, can contribute fully, and have equal opportunities.
10.3 - Protected Grounds Under the Ontario Human Rights Code - Under the Ontario Human Rights Code, every person has the right to freedom from harassment and discrimination based on the following grounds: race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, and record of offences.
10.4 - Application of Policy - Discrimination and harassment based on these protected grounds is unacceptable and will not be tolerated. This applies to all members of Play Pilates, including employees, clients, suppliers, contractors, and any others engaged in company business activities.
10.5 - Forms of Discrimination and Harassment - Discrimination and harassment can take many forms, including derogatory comments, slurs, jokes, gestures, exclusion, adverse treatment related to the protected grounds, or the creation of an intimidating, hostile, or offensive environment.
10.6 - Investigation and Prohibition of Retaliation - Play Pilates will investigate all complaints promptly and take appropriate corrective action up to and including termination for proven violations. Retaliation against anyone involved in reporting or investigating discrimination/harassment is strictly prohibited.
10.7 - Zero Tolerance for Abuse and Consequences - Play Pilates maintains a strict zero-tolerance policy toward any form of abuse—verbal, physical, emotional, or otherwise—directed at staff, clients, or others within the studio. This includes but is not limited to harassment, intimidation, threats, or disrespectful behavior. Violations will result in immediate termination of services, membership revocation, and/or legal action where applicable. Everyone deserves a safe, respectful environment, and we reserve the right to remove individuals who compromise this standard.
11.PREGNANCY & MEDICAL FREEZE POLICY
11.1 - Medical Clearance Requirement - Clients who are pregnant must obtain explicit prior written clearance from their obstetrician (OB) or family doctor stating they are cleared to practice Pilates during pregnancy. Play Pilates retains the right to refuse participation to any client, including independent contractors, if there are safety concerns or insufficient medical clearance.
11.2 - Pregnancy Notification - Members who are pregnant must inform their instructor of their pregnancy status before participating in any Reformer Pilates classes.
11.3 - Acknowledgement of Pregnancy-Specific Risks - While Pilates can be beneficial during pregnancy, it also presents certain inherent risks, including but not limited to: abdominal strain due to stretching muscles, reduced blood flow when lying on the back, and an increased risk of falls or injuries due to hormonal changes affecting joint stability.
11.4 - Instructor Guidance and Modifications - Pregnant members will be provided with appropriate modifications for all exercises. Certain positions and movements may be restricted, especially after the first trimester. Use of specialized equipment may be required. While our instructors are trained in providing pregnancy modifications, they are not medical professionals.
11.5 - Assumption of Risk and Studio's Right to Refuse - By participating in Pilates classes while pregnant, members acknowledge the inherent risks and agree to follow all instructor guidance and modifications. The studio reserves the right to refuse participation if deemed unsafe for the member or fetus. Members are solely responsible for communicating any discomfort or concerns during the class.
11.6 - Ongoing Health Monitoring - Pregnant members are advised to consult with their healthcare provider regularly throughout their pregnancy regarding their fitness routine. Members should inform the studio of any changes in their pregnancy status or medical advice received. Adherence to this policy is mandatory for safety.
12. SOCIAL MEDIA AND PRIVACY POLICY
12.1 – Filming & Recording
To respect the privacy of our clients and maintain the integrity of the studio experience, filming or recording during classes is permitted only under the following conditions:
Clients must arrive early to set up and ensure that any filming is not disruptive to the class, instructor, or other participants. (no adjusting tripods during class). We encourage you to keep the focus on yourself within the frame whenever possible.
Out of respect for others, you must obtain clear consent from anyone who may appear in your recording. If any client is not comfortable being filmed, recording them is strictly prohibited.
PLAY Pilates Social Club reserves the right to restrict or stop filming at any time if it interferes with the experience or comfort of others.
12.2 - Permissible Photography. Brief, non-disruptive photography for personal use, such as taking a "selfie" or photograph of equipment, is permitted so long as the activity does not disrupt the class or session and the privacy of all other individuals is strictly respected. You must ensure no other client is identifiable in the background without their prior express consent.
12.3 - Sanctity of the Studio Space. The studio is a dedicated space for focused practice and communal well-being. Adherence to this policy is required to maintain the respect, privacy, and safety of all participants. The Studio reserves the right to confiscate any media created in violation of this policy.
13. STUDIO CONDUCT AND ADMINISTRATIVE POLICIES
13.1 - Mandatory Waiver - All students must electronically sign our waiver before participating in any class or using the facilities.
13.2 - Age Requirement - Students must be 16 years of age or older.
13.3 - Early Departure Notification - Clients must notify an instructor if they are leaving a class early, whether due to a medical ailment or any other reason.
13.4 - Late Arrival Policy - If a client is more than 10 minutes late to a class, they will not be permitted to attend the session. Our priority is ensuring clients have a class with as minimal interruptions as possible.
13.5 - Injury and Restriction Disclosure - Clients must inform their instructor prior to the commencement of class of any injuries, medical conditions, or physical restrictions.
13.6 - Shoe Policy - Clients must leave shoes on the entry mats and are not permitted to walk through the studio in street shoes.
13.7 - Payment Requirement - Full payment is required upon registration to reserve a spot in any class, session, or membership.