Welcome to Encore Pilates. To create the best experience for yourself & others, the following policies are enforced across our studios.

Intro Offer

Our Intro Offer of 40 min private + 5 classes (valid for 2 months) is only available to new clients. You can only purchase the introductory offer once. The introductory offer is non-refundable nor transferable and will activate from the date of purchase. Clients found to be buying the Intro Offer more than once will be offered a refund credited onto their account and charged any additional class costs they may have incurred.

Bookings

Payment must be made prior to booking. To book into a class you must either have pre-purchased sessions in your account or pay at the time of booking in the studio. You must check in at the front reception desks before entering the studio for class, even if you have reserved a space in advance. All sessions are pre paid before class begins, or paid in advance via purchasing a concession.

Door Policy

Out of consideration for the teacher and other clients, please don’t be late. Please be aware that if you are more than 5 minutes late for a class, your spot may be given to a waitlisted or stand-by client and you may not be able to attend. Your account will be deduced as a No Show. Owners and/or teachers reserve the right to restrict clients to a particular class type for safety reasons; and owners and/or teachers reserve the right to turn clients away if they do not have the correct medical clearance.

Cancellation Policy

To avoid being charged for sessions not attended, clients must provide a minimum of 4-hours notice for group classes and 12-hours notice for private & duo sessions. Classes unattended will be charged at the full class value, privates & duo-private sessions will be charged at 50% of the session cost.

Unlimited Platinum Members will incur a $20 No Show fee for all classes they’re marked absent for and a $10 Late Cancel fee for all classes cancelled within 4 hours of class. A Late Cancel 30 minutes before class is considered a No Show. Session Based Members will incur a $10 fee for all late cancels and no shows. ALL MEMBERS will receive 1 fee waiver per calendar month. We appreciate that unforeseen circumstances may prevent you from attending your session. However, this policy is vital for the good functioning of our studios, the trainers & waitlist clients. There are no exceptions to this policy.

Waitlist

If a class you want is full, you can sign up for the waitlist. Should a place become available you will receive either an email from us offering you a place in the class. You are under no obligation to take a waitlisted offer, but please respond if you can attend or not. If you cannot make it, your place will be offered to the next client.

Refunds

Encore Pilates do not offer refunds except in the event you are deemed medically unfit to participate in Pilates for the foreseeable future, in which case you will receive a credit toward other services provided at Body In Motion, less a $15.00 administration fee, valid for 6 months from the first day of notice. Extensions of your Concession’s expiry date due to medical reasons can be requested in writing before the expiry date.

Payments

Mindbody uses EZIDEBIT to process funds – you will see this on your bank statement. Be aware that process time could take up to 3 business days. You must ensure there are sufficient funds on your credit/debit card. You are liable for any fees resulting from declined/failed payments.

Freeze Policy

If you have purchased a concession package and will be unable to attend your sessions before it expires (6 months from purchase date), you will be able to freeze it for up to 2 month from the date you ask for the freeze. The request for the freeze must be made in writing to the Pilates Manager (an email is acceptable) and approval will be at the Manager’s discretion. Only one freeze can be applied each year, per client. 

Transfers

If you have purchased a concession package and will be unable to attend your sessions before it expires (6 months from purchase date), you are entitled to gift the remainder of your package to another individual attending Pilates classes, less a $15.00 administration fee. If the gifted attendee has not attended our studio before, they will first need to complete their private 1:1 introduction session with a Pilates Instructor, before the concession credit will be applied to their account, valid for 6 months from the time of transfer. 

Are your sessions about to expire?

Concessions are valid for 6 months from purchase date. Simply purchase another pack of the same type of sessions and we will extend the expiration date on your old pack to the expiry date of your new pack. Remember, once your sessions expire, you cannot use them or extend them. So buy your next pack and let the reception team know you wish to extend your past package before the old ones expire – it’s that easy.

Personal Belongings

Encore Pilates does not accept responsibility for any loss, theft or damage caused to any items, valuables or personal belongings brought into our studios, and clients do so at their own risk.

Health & Safety

In the event of fire or emergency, go to the nearest exit where your Instructor will instruct you on next steps. In the event of an injury occurring during your session, identify this to your Instructor immediately and follow their instruction to either modify the remainder of your session or to stop your session entirely. 

In each studio, there is also gym equipment on display. Please keep off any equipment you are not instructed to be on, and under no circumstance, are you permitted to lift or move our Pilates Reformers. 

Attire

It is recommended to wear comfortable clothing to your private sessions or Pilates classes. Wearing socks is compulsory for Reformer classes and are to be worn at all times throughout the session.  

Phone Policy

To ensure class enjoyment for everyone participating, please make sure your cell phone is turned off unless discussed the reasoning why this is not possible with your Instructor at the start of class. Any Instructor reserves the right to request a ringing cell phone be turned off the moment it rings, if you choose to take this call, you will be asked to exit the studio to do so. 

Gift Card

Gift cards can be used for Pilates classes and product at Encore Pilates. They are not redeemable for cash. We do not offer refunds, transfers, suspensions or extensions on Gift Cards for change of mind, injury, illness, change of address or any other reason.