Cancellation & Privacy Policies

Cancellation Policy

Private and Duet Training (in-person and Zoom)

All Private in-person or Zoom bookings (1-1 and Duet) are subject to a 24 hour cancellation window to avoid charge. Short notice changes or cancellations under 24 hours will be charged as if you had attended your booked session. Please make any cancellations directly from your confirmation email, or by logging in if you have elected to create a client account. Please do not cancel by phone unless it's a true emergency.

You may switch Private bookings from in-person to Zoom in the case of unforeseen circumstances, prior to 08.45 on the morning of your session. Please contact your teacher directly in that case.

Open Practice minimum client number: In your Open Practice, if your class partners cancel with less than 24 hours notice, your session will go ahead as booked and paid. However, if 24 hours before the appointment time, you are the only person booked, we will contact you to either reschedule or upgrade your session to a Private Training for an additional fee.

Group Mat Practices (in-person and Zoom)

Group Mat / Chair practice classes, including Zoom classes, are booked as a course and are non-refundable from 7 days prior to the start of the course. If you are unable to attend an in-person session, you have two options to catch up, subject to availability:

1. switching to a scheduled Zoom practice with the same teacher
2. following the recorded Zoom practice at any time within 7 days of that online class

Anyone booked on a Zoom class but unable to participate live will receive the recorded class, which will act as a catch up.

We do not offer credits or refunds in lieu of catch up classes and are not able to roll catch ups over into subsequent courses.

Privacy Policy And GDPR Requirements

What information do we ask for, why and where do we keep it?

Each teacher you book a class with holds your name, phone and email details. This is so that we can contact you about your bookings. This information is kept on our booking system, Acuity. When you make a card payment for products or services, our card processor, Stripe, asks for your postcode to enhance the security of your payment.

When we start to work with you we ask for your relevant medical history – this is kept on the individual booking system for each teacher.

We also hold your postal address on your new client intake form which allows us to contact you by post if you do not provide an email address and to provide you with personalised information about travelling to classes if we are aware of disruption. If you are working with us on Zoom, having your location will allow us to respond swiftly in the unlikely case of an emergency.

We ask for your date of birth as this may be relevant to tailoring your practice and we also keep emergency contact details in case of an emergency whilst working with you in person or via Zoom.

Who can access your information?

You can ask to see the information we hold for you at any time and access your own account on Acuity where you can make amendments. Only you and the teachers you book sessions with can access this information and it will be used to inform your practice and handle your bookings and payments. We do not share any of this information with any third party.

If you are under the care of another practitioner, be that a doctor or manipulative / physical therapist we will ask that you pass on any relevant information rather than us speaking to them directly, unless both parties have your express permission.

Your “Right to be Forgotten”

You have the right to remove consent at any time, please inform your teacher and your details will be removed from the system. Please note that we are obliged to retain any teacher notes about your practice for 7 years in order to comply with our insurance requirements.

Data storage

Our online booking system, Acuity Scheduling and its parent company Squarespace store all data in servers and back up servers located in the United States. Acuity has taken steps to ensure it complies with GDPR regulations related to transferring data outside of the EU. Read more here.

If you wish to read about our payment processor, Stripe, and its GDPR compliance, you can do so here.

We use Mailchimp to manage our mailing lists for newsletters (see also opt-in below) whose GDPR compliance information is here.

Agreement

We will ask you to sign a clear agreement to our use of your data as described above when you start working with us or opt into a service.

Newsletter opt-in

We will ask for a separate consent if you wish to receive Connected Pilates newsletters, with priority updates about course renewals, workshops or new services for example. You can withdraw consent for this at any time independently of us holding the information we need to serve you as a client. Newsletters are sent approximately every 2 months.