Membership Terms and Conditions
Because the small print matters
Current version 1.0 – Written 1st December 2022
At Complete we value all our clients and think that it is important you understand everything you do with us. This is from why you are doing a certain exercise, what the stages of your rehab are or when we think you should see someone else. We value and try to educate all our clients to give you back the power to take responsibility for your own injuries and journey. Because of this we have tried to put this into our terms and conditions and make them as simple as possible. We have tried to keep them short and sweet so that you understand what you are signing up for and you can make informed decisions.
Who are Complete Pilates?
These terms and conditions are between you and Complete Pilates Medical Ltd (known below as us/we/Complete). You agree to them by using our app or coming to an appointment.
Ideally, you will read this as well as our Privacy Policy.
How to contact us
You can contact us through the form on our website.
Email us: info@complete-pilates.co.uk
Call us: 0203 764 5668
How we contact you
We contact you mainly through email but may also call you or write to your home address. Please do keep us updated of any changes to your contact information as this will help us ensure you receive effective care.
Reminder emails
All new clients will receive a welcome email which details more about us as a clinic and useful tips about your appointments. All clients will also receive email appointment reminders 48 hours prior to a session. This helps us keep you on track with your rehab but also avoids you paying any late cancellation fee’s or losing a membership session.
Newsletters
We automatically sign you up for our newsletters as this is how we tell you about new instructors, price increases, developments to our clinics and systems and also give you new exercises and classes that you may find useful. It is also how we share with you changes to your payment dates when we close for Christmas.
You can unsubscribe at any time.
Memberships
Complete Pilates now has a membership option. This is suitable for anyone and is designed if you are coming for regular treatment and rehabilitation. There are several options you can take which include:
- 4 sessions per month
- 8 sessions per month
- 12 sessions per month
- 16 sessions per month
All our blocks run on a calendar month and begin at the date you sign up. For example, if you sign up on the 3rd of the month, your membership will automatically renew on the 3rd of the next month.
Running on a calendar month means that generally you have 4 weeks and 2-3 days to use up your sessions (except February). For some people you may want to top up by purchasing blocks on top of your membership, or simply buying a drop in. To find out more out this, please contact us on info@complete-pilates.co.uk or head over to our terms and conditions page which will give you more detail.
There is no sign up fee for our membership unless you are re-joining. If you decide to re-join us, there will be a £100 administration charge.
How do I activate my membership?
At this point you will need to make sure that you have either electronically signed a copy of the agreement, or have printed it out to sign.
If you decide to print it out then just take a photo and send it to us on info@complete-pilates.co.uk so that we can add it to your profile. At this point you will then be able to go ahead and use your classes.
Carrying over sessions
Unfortunately, we cannot roll over any sessions from your membership month. The good news is if you are going away for time during the month you can do extra in one week in order to make up the sessions.
You can also change the sessions to online if you are not in the office due to a change in schedule. This means you will not have to miss any sessions.
Sharing your membership
Unlike a block purchase, we cannot share your membership with another person. This includes friends or family members.
Cancelling your sessions
We have a 24 hour cancellation policy for all appointments. Because of this we send automatic reminders 48 hours before your session. If your schedule changes and you cannot make your appointment, please get in touch with us as early as possible.
If you cancel an appointment within the 24 hour cancellation period, the session will be deducted from your monthly membership total.
Suspensions and cancelling your membership
If you join our membership you will be automatically signed up for a year from the date that you join. This is because we close our clinics over the Christmas period and by doing it this way, we can mass suspend all clients memberships. If we didn’t have this as the contract length, we would not be able to suspend.
Because we have chosen to do this, you won’t lose the time on your membership. Instead, your month will be paused and will re-start again when we open. For example, if you have 1 week left on your month when we close for Christmas around the 23rd December, it will re-start again when we open around the 2nd or 3rd January.
Please note that this does mean your payment collection date will change. Prior to this period, you will receive a newsletter announcing the new dates.
If you are unable to come into the studio for medical reasons please do contact our admin team who will be able to discuss suspensions with you. Please note this is done on a case by case basis.
Every year you are entitled to 1 suspension of up to 4 weeks. However, if you are going on holiday you have the option of getting access to all our on demand content including courses, or you can switch to an online 1:1 instead. If you would like to take us up on this just contact info@complete-pilates.co.uk and ask!
Although you are signed up for a year, you can cancel your membership at any time after the initial 6 month period. However we do need you to give us 1 full calendar month’s notice from the date of your last payment.
Autopays and card declined
To sign up for a membership, you must save a card to your profile. This is where you payment will come off every month.
MindBody is fully PCI compliant which means that the only thing we can see once you have submitted your details is the last 4 digits of the card you are using.
If you card is out of date or declined, you will not be able to book any future sessions until the card on file is updated. You can easily do this on your own app or online via our website. Alternatively simply email us at info@complete-pilates.co.uk and we can arrange a time to call and get the new details from you.
Re-registration fee
If you choose to cancel your membership and re-join us again, you will be subject to a re-joining fee of £100.
Refunds
As you know you cannot stay in a job forever so sometimes our instructors may leave 🙁 We promise to find you another amazing instructor to replace them. If you are not happy then just contact us to chat about a different option or a refund.
Unfortunately we cannot refund a payment once it has been taken from your account. If you would like to cancel your membership please ensure that you give us a full calendar month’s notice from the date of your last payment.
Our studios
We have been working hard and our studios are super busy. All sessions, including 1:1, are semi-private.
The paperwork part
We ask everyone to fill in our new client registration form. This is so that we can update your profile and have the information we need to provide you with your rehabilitation. If you are worried about where this data goes you can look at our privacy policy.
If you are pre or post-natal we also have a separate form that we ask you to fill in. This is more of a medical screening and will give you an idea of the types of questions that you are likely to be asked.
If you have been diagnosed with cancer we also ask that you full in a separate form here. Again this covers more medical information regarding your treatment and any medications or surgeries you may have had. This will help get your initial session moving quicker as we have more information about you prior.
When we create your profile on Mindbody we add you to our contact list for marketing and newsletters. This is because we send out free classes and content which will help you progress and we also send important service updates. You can unsubscribe from this at any time but we strongly recommend you do not.
If you are unsure about anything on any of these forms, contact us on any of the ways above.
We also write medical notes on every appointment. If you would like a copy of these notes, then we ask that you send a signed letter stating exactly what you would like to our registered office:
Complete Pilates Medical Ltd
115 Hampstead Road
London
NW1 3EE
If you would like us to send a copy of these to anyone else, please also give us the details of the person and their email address. We send all copies via an encrypted email (don’t worry it is free to receive but you will have to sign up) and copy you into it so that you know it has been sent.
Communicating with other people involved in your care
If you are working with anyone else or are under a consultant’s care, we request that you give us consent to discuss your rehab with these other clinician’s. This is to ensure that we are all working together, making your rehab as precise and focused as possible.
This is of course your choice and you do not have to give consent for this.
If you would like this to happen, please do a joint email with your other clinician and us, stating that you give consent for them both to talk. They will then take over the communication and work out the best way to work together.
Under 18s
If you are under 18 and coming for an appointment, your parents or guardian will need to tell us that it is ok. Guardians and parents are welcome in the studio during appointments, but we ask that you don’t try and actively join in with the session or use the equipment. It is important that the person doing the exercises and rehab understands it and we do our best to explain things in simple language.
If you are the only person in the studio, we ask that your parent or guardian comes with you to your appointment. We will always flag this up if it happens. If you are over the age of 16 and your parent or guardian is happy for you to attend alone we do require this in writing.
If you are U18 and want access to our On Demand service or any of the courses, you must have consent from your legal guardian prior to signing up. We strongly recommend that anyone under the age of 18 have a phone consultation before starting any courses.
For the purchase of you membership, you will require your parents or legal guardian to sign you up for this and ensure that their payment is on file to be billed.