Cancellation and Booking Policy

1. Class bookings

Spaces are limited and must be booked in advance through the studio’s booking system. A booking confirms the client’s intention to attend the class. The studio does not guarantee a recurring time slot or the availability of a particular class.

For regularly scheduled classes, online bookings open up to sixty days in advance and close two hours before the class begins. These arrangements apply in particular to Reformer, Mat Pilates, prenatal and postnatal classes, and regularly scheduled Intro Reformer classes listed in that system.

Private sessions arranged directly with the studio are booked according to availability agreed with the studio.

Booking deadlines are separate from the cancellation deadline and the period during which waitlist spaces can be assigned automatically.

2. Cancellation deadline and procedure

Cancellations must be made at least six hours before the scheduled class start time to fall within the permitted cancellation period.

When a class is cancelled within that period, no cancellation fee is charged and the credit used for the booking is returned to the client’s account. The credit retains its original expiry date.

A cancellation made less than six hours before the class begins is a late cancellation. Missing a class without cancelling beforehand is a no-show.

Clients cancel their bookings through the studio’s booking system. If they encounter a problem, they should promptly contact the studio at clubrosepilates@gmail.com.

Cancelling a booking does not terminate a membership. Membership termination and any resulting refunds are addressed in the General Terms and Memberships.

3. Late cancellations, credit reinstatement and no-shows

3.1 Limited-class memberships and class packages

In the event of a late cancellation or no-show, the class is considered used and the corresponding credit is deducted from the account. No replacement credit or refund is granted solely because of that cancellation or absence, subject to the optional reinstatement described below and any exceptions expressly granted by the studio.

3.2 Optional reinstatement after a late cancellation

After a late cancellation of an eligible group class, clients may choose to request reinstatement of the deducted credit by paying the following fee:

• Reformer classes: $12, plus applicable taxes.
• Mat Pilates classes: $10, plus applicable taxes.

This option is voluntary. No reinstatement fee is charged automatically because of a late cancellation. If the client does not choose this option, the credit remains used and no reinstatement fee is added.

The reinstatement offer and instructions for requesting it appear in the cancellation email. After the client agrees, the studio manually initiates the charge. Once payment has been successfully completed, the studio returns one credit for the same class category to the client’s account.

The reinstated credit retains the original credit’s expiry date, whether it came from a class package or a monthly membership period. Reinstatement does not create a new validity period.

This option applies to late cancellations of group classes that resulted in a credit being deducted. It does not provide a right to reinstatement following a no-show and does not apply to unlimited memberships or private sessions.

3.3 No-shows by unlimited members

If a client fails to attend a class booked under an unlimited membership without cancelling beforehand, the studio may charge a fee of $16 per class, plus applicable taxes.

These fees are applied manually by the studio and are not charged automatically solely because of the absence. The studio may decide not to apply them depending on the circumstances.

The $16 fee applies exclusively to unlimited memberships. It is not added to the loss of a credit for limited-class memberships or class packages. It applies to no-shows, not to late cancellations where the client cancelled their booking.

3.4 Private classes

The optional reinstatement described in section 3.2 does not change the terms specific to private classes.

For a private Intro Reformer class, a cancellation made less than six hours before the scheduled start may result in a fee of $12, plus applicable taxes. The studio may waive this fee depending on the circumstances. In the event of a no-show, the session is considered used.

Other private sessions remain subject to the terms communicated when they were purchased or booked.

4. Late arrivals

Clients must arrive on time to respect the flow of the class and the instructor’s directions.

Arriving more than ten minutes late may result in entry being refused. Refusal is not automatic: it depends, among other factors, on whether the client can safely join the class.

If entry is refused because of lateness, the class is considered used. For limited-class memberships and class packages, the corresponding credit remains deducted.

5. Waitlists

When a class is full, clients may join the waitlist. If a space becomes available, the system may assign it automatically according to the studio’s settings. Automatic assignment may continue until three hours before the class begins.

Clients must monitor their bookings and system notifications. If they are no longer available to attend, they must remove themselves from the waitlist.

When a space is assigned before the six-hour cancellation window begins, the usual cancellation terms apply.

If automatic enrolment occurs less than six hours before the class begins and the client can no longer attend, they must cancel their booking and promptly contact the studio. The studio takes a flexible approach to reviewing the situation and may return the credit to the account or waive otherwise applicable fees. This remains a case-by-case decision.

6. Class package validity and use

6.1 Validity period

Class packages, including sixteen-class packages, are valid for six months from the purchase date. Purchases of private introductory classes are also valid for six months from the purchase date.

Classes must be attended before that period expires. Booking before the expiry date does not extend the package’s validity for a class taking place after that date.

Credits remaining unused at expiry can no longer be used. The studio may grant an extension at its discretion.

The validity period is disclosed before purchase. Purchases made under earlier terms retain the validity period agreed at the time of purchase.

6.2 Personal use

Class packages are personal and may not be transferred to another person without the studio’s permission.

6.3 Membership credits and reinstated credits

The six-month validity period for class packages does not apply to monthly membership credits. Those credits follow the billing period set out in the General Terms and Memberships.

A credit returned following a cancellation within the permitted period or reinstated under section 3.2 retains its original expiry date.

When the studio cancels a class, the deducted credit is returned to the account. The studio allows the credit to be reused under conditions that do not deprive the client of the service they paid for.

7. Respecting studio operations

7.1 Use of bookings

Clients must respect schedules, instructors’ directions and the studio’s operating rules.

In the event of repeated no-shows or misuse of bookings, the studio may issue a warning to the client. If the situation continues, it may temporarily restrict online booking and require the client to book directly through the studio. This measure does not, in itself, remove the right to attend available classes covered by the purchase or membership.

7.2 Safety and serious misconduct

In the event of threats, harassment or dangerous behaviour, the studio may immediately suspend access to protect participants and staff. It informs the client of the reason for the measure and the conditions for restoring access.

When such a suspension completely prevents class attendance, membership payments are paused during that period and the validity of prepaid services is extended by a corresponding length of time.

If the studio permanently ends services for a serious reason, future charges stop and amounts paid for services that will not be provided are refunded. Credits and prepaid amounts are not automatically forfeited solely because of that decision.

These measures are separate from access restrictions for unpaid amounts. In the event of a failed payment, the General Terms and Memberships apply, including the provisions on maintaining the billing schedule.

7.3 Consumer rights

This policy supplements the individual agreement and the General Terms and Memberships. The mandatory provisions of the Consumer Protection Act and the Civil Code of Québec prevail over any conflicting provision of this policy.