Terms and Conditions
Because the small print matters
Current version 1.1 – Written 28th May 2019
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.
How to contact us
You can contact us through the form on our website.
Email us: firstname.lastname@example.org
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.
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, 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.
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, ask rather than going ahead anyway and injuring yourself. 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.
Studio classes and 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.
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 £15.
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.
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
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 may have to sign up) and copy you into it so that you know it has been sent.
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.
How to make a complaint and give us feedback
Hopefully you will be happy with the service we offer but if you are not please contact us and we will do our best to fix it.
If you have any ideas on how we can improve our service and make things easier for you then we would love to hear from you.
Making changes to this agreement
This agreement is always on our website so you can see it at any time. We do make changes to it from time to time. When we do this, we will clearly mark where they are and let you know that the changes are coming. Check out the ‘how we contact you section’ if you are not sure how we will do this. If we do not hear from you when we have made these changes we will assume that you are happy.