Refund and Payment Policy

Prices and payment

Current prices are displayed on the website, through Gymcatch or provided when you make an enquiry.

Unless otherwise agreed, payment is required when booking. A place may not be secured until payment has been received.

Payments made through Gymcatch are handled by the payment provider shown during checkout. Heidi Monsen Pilates does not receive or store your complete payment-card details.

Mat-class bookings

Mat classes are scheduled and purchased as a complete course or term, normally lasting 11 or 12 weeks with a break for half term.

Your booking reserves a place in one particular weekly class—for example, Monday at 9.15am—for the full term.

If you wish to attend two or more classes each week, you must make a separate term booking for each class.

Existing clients are given priority to rebook their regular class for the following term. The priority-booking period and deadline will be communicated before the new term. A place cannot be guaranteed if it is not booked by the stated deadline.

Course fees reserve your place for the full term and are not calculated according to the number of classes you attend. Classes missed because of holidays, illness or other personal circumstances are not normally refundable, but you may be able to arrange a make-up class as described below.

Make-up classes

Make-up classes are offered as a courtesy and are always subject to a suitable space being available.

A make-up credit gives you the opportunity to book another class; it does not guarantee that a suitable place will be available.

To receive a make-up credit, you must:

Cancel your regular class through Gymcatch at least 12 hours before it is due to begin.
Use the resulting credit to book an available class shown as a make-up option through Gymcatch.
Attend the make-up class during the same term as the class originally missed.

Cancellations made with less than 12 hours’ notice, and missed classes where no notice is given, will not receive a make-up credit.

You may arrange make-ups in advance. For example, if you know that you will miss a class later in the term, you can cancel it through Gymcatch and use the resulting credit to attend an available class earlier in the same term.

Make-up classes cannot be carried into a holiday period or a future term. Any unused make-up credits expire at the end of the relevant term and have no cash or refund value.

It is your responsibility to cancel your regular class, manage your credits and book make-up sessions through Gymcatch.

Classes are often busiest towards the end of a term, so you are encouraged to arrange make-ups as early as possible and to be flexible about alternative days and times.

These rules apply to classes missed by the client. They do not affect your rights if Heidi Monsen Pilates cancels a class or is unable to provide a booked term session.

Private sessions

Private studio sessions, including one-to-one and one-to-two sessions, are arranged for a specific date and time.

If you need to cancel or rearrange a private session, please provide at least 12 hours’ notice. With sufficient notice, your payment may be transferred or credited towards another available session.

Cancellations made with less than 12 hours’ notice, and missed appointments where no notice is provided, will normally be charged in full because the reserved time may not be capable of being offered to another client.

Please arrive promptly. If you arrive late, the session will still finish at its original scheduled time so that it does not affect another client’s booking.

A significantly late arrival may be treated as a missed session if there is insufficient time to exercise safely.

These arrangements do not affect your statutory rights or your entitlement to a replacement, credit or refund if Heidi Monsen Pilates cancels the session.

Cancellations or changes by Heidi Monsen Pilates

Occasionally, I may need to cancel or change a class because of illness, venue availability, safety concerns or other circumstances outside my reasonable control.

If I cancel a session, you will be offered one of the following:

A replacement session;
A credit towards a future booking; or
A refund for the affected session.

I will give as much notice as reasonably possible.

I may make reasonable changes to a venue, timetable or class arrangement where necessary. If a change is significant and you cannot reasonably attend the replacement, you may request a credit or refund for the affected session.