Studio policies & FAQs

Cancellations

Client cancellations

• We have a strict 12-hour cancellation policy — no exceptions. Please only book a class if you’re certain you can attend.
• Any class cancelled within 12 hours of its start time will be charged the full fee for that class.
• Classes can’t be cancelled by leaving a telephone message, by WhatsApp or by speaking to our staff. Please cancel through The Reformr app or your online account.

Class cancellations by The Reformr

• In case of last-minute instructor illness or emergency, we’ll make every attempt to find a replacement instructor or notify you that the class is cancelled.
• If we cancel a class at the last minute, you won’t be charged for that class.
• We may cancel, or combine with another class, any class with two or fewer clients booked. You’ll be given adequate notice if this happens.

General

• All clients must complete a registration form and sign a liability waiver before taking part in classes.
• Please always sign in at reception before entering your class.
• All classes and sessions must be paid for in advance.
• Please let us know about any injuries or health conditions so your instructor can modify your workout and keep you safe.
• Please arrive at least five minutes before your class starts — classes build progressively to warm the body up properly.
• The minimum age for group classes is 16, with parental or guardian consent. For private sessions, this is at the discretion of the owner and instructor.
• Children under 8 may not be in the studio without supervision.

Bookings & packages

• To guarantee a spot in your favourite class, we strongly advise booking all group classes in advance via The Reformr app.
• Some classes require pre-booking — please check the schedule for details.
• If you have a class package, you can sign into your chosen class online in advance.
• We highly recommend purchasing your class package ahead of time.
• Reformer Pilates packages are for classes at The Reformr Pilates Studio; Lagree packages are for The Reformr Lagree Studio. Mixed packages can be used for Pilates or Lagree at either studio. See all prices & packages.

New to the reformer

• All Reformer Pilates group classes require pre-booking.
• Clients with little or no recent Reformer experience must book an evaluation session before joining a Reformer class. One of our instructors will assess your experience and suggest the right level.
• Complete Reformer beginners must sign up for a Reformer Principles class or book a private assessment with one of our instructors. Once you’ve been evaluated, we’ll advise which group class and level is right for you.
• All weekly Reformer classes require advance booking and payment via The Reformr app.

Private sessions

• Private and semi-private (duo and trio) sessions can be scheduled in advance with reception.
• Please contact reception ahead of your session if you’re running late.
• If you’re less than 15 minutes late for a private or semi-private session, the session will be shortened and end at the scheduled time. The instructor is under no obligation to make up the lost time.
• If you’re more than 15 minutes late without notice, the session will be cancelled and charged in full.

Arriving late

We have a limited number of machines in every class and private session. Last-minute cancellations and late arrivals don’t give our team enough time to offer your spot to someone on the waitlist.

• Clients arriving more than 5 minutes late for a group class will be denied entry.
• Instructors may refuse entry if there’s a concern that you’ve missed the warm-up and could be at risk of injury.
• If you’re late, we reserve the right to give your reserved spot to someone on the waitlist.
• If you’ve reserved a spot and are going to be up to 5 minutes late, please let the studio know ahead of time so your spot can be held.
• For private sessions, the late policy under Private sessions applies. If you’ve told our team you’re running late, your session keeps its scheduled end time and the time lost is forfeited.

Waitlist

• You can put your name on the waitlist for classes that are fully booked.
• If a spot becomes available, we’ll let you know as soon as possible.
• If you don’t respond to the email or text message within 1 hour, you risk losing the spot to the next person on the list.

Refunds, expiry & freezes

• All class purchases are strictly non-refundable and non-transferable.
• Please note your package’s expiry date: all classes in your package must be used by this date.
• Unused sessions are non-transferable and non-refundable.
• If you’ll be away for an extended period, please let reception know. Please note that we can’t accept refund or exchange requests.
• Package extensions are only available for medical reasons. If you’re medically unfit to take part, we’ll freeze your package until you’re able to resume (with a medical diagnosis).
• Freezes and extensions don’t apply to promotional or discounted offers.

Personal belongings

• The Reformr doesn’t accept responsibility for the loss, theft or damage of any items brought into the studio; you bring them at your own risk.
• Please keep all personal and valuable belongings with you at all times.

Prenatal classes

Expecting? Congratulations! To make sure you’re safe to exercise during pregnancy, please provide a doctor’s certificate confirming that you’re medically fit to do so.

What to wear

• Comfortable clothing that allows you to move freely.
• Footwear matters: grip socks are required for Reformer Pilates.

FAQs

Need help? You’ve come to the right place. If you need further assistance, email us at info@thereformr.com or message us on WhatsApp.