PALM ST PILATES

Studio Policies
Class packs · Memberships · Bookings · Cancellations

These policies are designed to keep things fair and sustainable for every member of our community. By purchasing a class pack or membership, you agree to the terms below. If anything is unclear or you’d like to discuss a specific situation, please reach out to us at hello@palmstpilates.co.uk.

Extension Policy

All class packs and memberships have a fixed expiry date from the date of purchase. This is clearly stated at the time of booking and purchase.

Unused sessions cannot be carried over or transferred into a new billing period.

Extensions are not permitted and may only be considered in the case of medical circumstances. A valid doctor’s note or medical certificate must be provided.

Requests for extensions must be made via email only, before the pack expires. Expired packs will not be extended.

Travel, work commitments, or changes in personal schedule are not valid reasons for extensions.

The studio reserves the right to refuse extension requests that do not meet the above criteria.

By purchasing a class pack, clients agree to these terms.

Membership Cancellation & Pause Policy

Cancelling a membership

Memberships require 30 days’ written notice to cancel, sent via email to hello@palmstpilates.co.uk.

Notice runs from the date the email is received, not from the next billing date.

Your membership will remain active until the end of the 30-day notice period, and you’re welcome to continue booking classes in that time.

Cancellation requests cannot be backdated.

We do not offer refunds for partial months once a billing cycle has started.

Pausing a membership

Pauses are offered at the studio’s discretion for medical circumstances, with a valid doctor’s note or medical certificate.

Pauses must be requested in advance via email, we cannot backdate a pause.

Holiday or travel pauses are not permitted.

During a pause, your membership payments are suspended and your billing date adjusts accordingly when you return.

The studio reserves the right to refuse pause requests that do not meet the above criteria.

Class Cancellation & Late Arrival Policy

Cancelling a booking

Bookings can be cancelled free of charge up to 12 hours before the class start time via the Mindbody app.

Cancellations made within 12 hours of class start time will forfeit the class credit from your pack or membership.

No-shows are treated as late cancellations and will forfeit the class credit.

Late arrival

Please arrive 10 minutes before your class to sign in, settle and set up your equipment.

For safety and to avoid disrupting the class, entry may be refused if you arrive after the class has started, particularly for Reformer sessions where equipment setup is critical.

The Studio operates a lock door policy. The studio door closes at the scheduled class start time and late entry is not permitted. Warm up begins immediately and entering late creates a safety risk.

Studio Etiquette & What to Bring

Grip socks are mandatory for all Reformer, Mat, and Barre classes. Please bring and wear a clean pair, this is a hygiene and safety requirement and entry may be refused without them.

If you forget your socks, a fresh pair is available to purchase from the studio for £12.

Please bring a water bottle with a secure, closed lid. Staying hydrated during class is encouraged.

For the safety and longevity of our equipment, open cups, mugs, or uncovered drinks are not permitted on or near the Reformers.

Please arrive in comfortable activewear.

Jewellery, long necklaces are not advised due to risk of getting caught in the reformers.

Please silence your phone before entering the studio space.

Waitlist Policy

When a class is full, you can join the waitlist through the Palm St app or website at no cost.

If a space opens, you will be notified via the app and/or email.

Once booked, the standard cancellation policy applies, you must cancel at least 12 hours before class to avoid losing the credit.

If you no longer wish to attend, please remove yourself from the waitlist as early as possible so others have the chance to book.

The waitlist closes 2 hours before class starts. After that point, automatic bookings will no longer be made.

Refund Policy

All class packs, memberships, and individual class purchases are non-refundable.

Unused classes, unattended sessions, and expired packs are not eligible for a refund under any circumstances.

In the case of a significant medical circumstance supported by a doctor’s note or medical certificate, the studio may, at its discretion, offer a pro-rata credit towards a future pack or membership. Cash refunds are not offered.

Credits or goodwill gestures are discretionary, non-transferable, and do not create any entitlement to future refunds.

The studio reserves the right to refuse any refund or credit request that does not meet the above criteria.

Questions?

We’re always happy to help, drop us a line at hello@palmstpilates.co.uk.

Palm St Pilates · Frome, Somerset · palmstpilates.co.uk
Last updated: April 2026