Terms and Conditions 1.2

Because the small print matters

Current version 1.2 –  Written 19th November 2020

Read Version 1.0 | Read Version 1.1

At Complete we value all our clients and think that it is important you understand everything that 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.

We do email new clients a welcome email and all clients will get appointment reminders 48 hours before a session.

Paying us

We do try and keep appointment costs as low as possible but sometimes with rising costs we may occasionally have to put prices up. If we need to do this, we promise to give you plenty of notice if this is going to happen.

All appointments are paid for in advance. A lot of the time this is done by buying a block. If it is your first appointment you can either do this over the phone with our admin team, online using an iZettle secure payment link, via bank transfer (just ask us for details) or with you instructor at the time of your session.

If you would like a receipt for any of your sessions, just ask and we will email it to you.

Can you use your insurance?

The simple answer is no. We don’t bill insurance companies directly and are a separate company to Complete Physio. This means we can’t bill through them or provide you with a receipt with their information on.

If you are seeing a physio for your appointment and it is referred from your consultant, Doctor or other healthcare professional then check your policy. It may let you claim the sessions back once you have had them. You will still have to pay upfront and contact us on our website to request a receipt.

Cancelling an appointment

We send out email reminders to all clients 48 hours before an appointment time. These are automated emails so if you have cancelled and still receive one this may be why. Please feel free to check with us by replying to the email.

If you cancel within 24 hours you are likely to be charged fully.

If your instructor is sick then we will provide you with another instructor or try and move you to a time which works for you. It is up to you whether you come to the appointment, but you will not be charged if you let us know.

We all know that tube strikes or bad weather happens so we do try and account for these and will send out emails if we know that this is happening. If you know that there is a problem, then please let us know so that we can early cancel the appointment. Our instructors get paid for the hours that they teach so it is important for us to try and fill their sessions with other people who also need it. If something like the above happens and you late cancel your appointment, we will charge fully.

If you are not sure, just ask and we will do our best to explain.

The safety bits

Pilates equipment can be dangerous if not used properly. To keep you safe, please stay outside the studio until your instructor comes to get you.

Your instructors are fully trained in the equipment and know how to use it. They are also brilliant at spotting how you are moving. The problem is, we cannot feel what you feel. If you are unsure, something doesn’t feel right, or you are in pain, tell us. Remember, this is your body and we do our best to provide you with the tools you need to recover from your injuries. This does mean you need to talk to us throughout the session and remember, we cannot come home with you to do the exercises there as well!

If you are not sure what we are asking you to do, please ask your instructor to avoid potential injury. We are here to help you so please be patient as we learn how to communicate with each other.

We ask that everyone wears socks on the equipment. We do have branded socks you can buy which are non-slip and by doing this you donate a pair to a homeless shelter! Check out Stand4Socks to know more.

Finally, please wear clothes that you can move in as well and be careful with big jewellery!

Coming to your appointment

Our instructors are amazing and quite often are running sessions back to back. This does mean that if you are late, we may not be able to make the time up. Try and come 5 minutes early to your appointment so you are ready and raring to go. If we are running late, we will make it up to you we promise.

If you attend your appointment we will assume that you have read and understood all our terms and conditions.

During COVID times we will be screening all clients in regards to symptoms. Please be aware that if you arrive at your appointment with any symptoms of COVID, after having been told to isolate, or without answering your screening email you are likely to be refused treatment for the safety of others. You will be subject to full charge for this appointment. On arrival at the studio, you are required to check your temperature, wash your hands and wear a mask in waiting areas unless exempt. If you are exempt please do let our reception team know.

Studio classes and group online classes

We ask all clients to do our new client introductory offer, even if you are doing classes. This gives us time to get to know you and make sure that you are getting the most for your money. We do try and put these with the person who will be teaching your class so that you get to know your instructor as well.

Please remember that when you do a class you only have a fraction of the instructor’s attention that you would have in a 1:1. This is where it is important for you to take responsibility for yourselves and know whether it is a good idea for you or not. We can help you with this as well.

All about Complete Pilates OnDemand

Complete Pilates OnDemand is designed to work for as many people as possible. We understand that not everyone’s injuries are suitable to do all the full courses which is why we offer a free phone consultation prior to your sign up. We encourage everyone to take us up on this as we can make sure that it is appropriate for you.

We promise to be honest about whether this course is, or is not, appropriate for you so that you get the most out of it.

During the classes we try and give you as much information as possible for you to do the movements well. However, remember this is not a live class so we cannot correct you as you go. Consequently, you need to take responsibility for your own body and self and not do any exercises which do not feel right, or your doctor, consultant, GP or physio (and other medical professionals) have told you not to do. The most important thing is that you listen to your body whilst you are doing these to know which level you should be working at.

Each video has comments and you can get in touch with us anytime if you are worried or struggling with anything in the course. Remember you have two weeks longer to do the course than it is designed for. This means you can go through it slower if you need!

Please also remember the education is there to help, as are the masterclasses. These have all been designed to give you as much knowledge and information as we possibly can in this format. Knowledge is power…especially when it comes to pain!

If you have not taken us up on our offer of a free phone call, we do not offer refunds for this service. We assess each person on a case by case basis and can let you know if this will not be suitable for you at this time. If you do request a refund, we will look at this on a case by case basis.

If something happens in your life which means you cannot run through the course as planned, then please get in touch. We are human and try to do the best for everyone, so if you talk with us then we can normally help. On occasion we will be able to suspend your course but please contact us as soon as your situation changes if you need this.

Are you fit to exercise?

In medicine we work on the principle of informed consent rather than waivers. All exercise carries risk and this is no different. If you are under any doctor or consultant for heart, lung or other medical illnesses which may impact your ability to exercise please get in touch with us before signing up to this programme so that we can ensure it is suitable for you.

If you have spoken to your GP and they have suggested exercise to help you with a medical condition, please ensure you take us up on the offer of our free phone call or get in touch. Please also ensure that you listen to your body and know when to stop. Pushing yourself into pain or past fatigue will not help you get stronger!

If you are doing the pre-natal Pilates course, please be aware of any complications you may have that could mean you should avoid exercise. Your midwife, GP or obstetrician can advise on this. If you experience dizziness or shortness of breath as well as any vaginal bleeding during the exercise, please stop and consult your midwife or GP. If you are unsure about this, again please get in touch so that we can help you!

30 day subscription

Our subscription service will automatically renew at the end of each month that you have used the service. This is to allow you access for the following month. You will receive an email which lets you know your renewal will happen which will also give you details of how to cancel.

If your card us declined when your subscription is renewed, you will automatically be locked out of the system until you add a new card. Please do ensure your details are up to date. As soon as you re-purchase the subscription you will have access again to all the classes.

Live classes versus OnDemand

Unfortunately, we cannot transfer any credit between the OnDemand service and our face-to-face or live online appointments or classes. Any live sessions must be paid for separately and via online iZettle payment links or with the instructor on the day.

Recording OnDemand and sharing passwords 🙁

We have worked really hard to provide this service, not just in writing the programmes but delivering them as well. We ask that you be a good person and do not record any of our classes using any type of technology, download any of the content or share your passwords with anyone else. We have tried to make this affordable for everyone and appreciate your honesty.

Please be aware that if you have excessive access to your account, or log in to multiple devices in at the same time we will assume you have shared your password. If this is the case, you will be removed from the system effective immediately with no refund.

OnDemand privacy

When you sign up to our OnDemand service we will automatically enlist you in our newsletter. This contains useful information and links to blogs and articles which can help you. They also contain offers and information about the clinic and service which may be important to your care.

We do not share your data with any third party. Please remember that if you have signed up for a course then you may receive a phone call from someone who works for and with Complete Pilates. This is to make sure the exercises are appropriate for you. If you contact us during your course we will also try and contact you via email or phone.


If your personal or professional life changes and you cannot come to your appointments anymore but have sessions which you have not used, we will refund them. There will be a small admin fee which covers our transactions costs, and this depends on the amount. Typically, it is around £25 as it also includes credit card fees.

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 refund.

We are very flexible with our blocks. However, we do not refund any that have been purchased more than or equal to 18 months ago. You can use these in the studio, online or gift them to another person.

Our studios

We have been working hard and our studios are super busy. All sessions, including 1:1, are semi-private. If you really want the space to yourself, you are welcome to pay for all the instructors which would normally have clients. Just ask us and we can tell you the cost.

When there are classes going on in the studio, we do not run any 1:1s or duets at the same time.

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 are unsure about anything on either of these forms, contact us on any of the ways above.

We do write medical notes on every 1:1 and duet 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

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.

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 U18 and want access to our OnDemand 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.