RECEPTION: Please arrive at the time of your appointment - the studios keep their doors locked when classes are underway if reception is not staffed. If the treatment room door is closed I may still be helping the previous patient. I therefore recommend that you do not arrive more than 5 minutes early to avoid waiting outside.

DISABLED ACCESS: From the street to the treatment rooms and toilets is step-free so ideal if you are injured, use walking aids or have restricted mobility. However please note the studios, treatment rooms and toilets are not fully wheelchair accessible and we do not have hoists or transfer equipment, and cannot assist with wheelchair transfers. Pilates Body Studio has a designated disabled toilet.

CHILDREN: Unattended children under 16 cannot wait in reception whilst appointments go ahead.

PAYMENT: First appointments are pre-paid online via the secure Stripe platform. Follow-ups are paid for on the day of treatment at the end of each session. Card (sorry - not AMEX or JCB) or phonePay is preferable. If you forget your card I can send you a secure payment link via SMS, payable on the day. I also accept cash but not cheques.

ACCESSIBILITY: If you don’t have email, can’t manage online bookings, or are being assisted by someone else for communication you do need to receive information such as my Privacy Notice, Cancellation policy and appointment information, 24 hours prior to the appointment. Please contact me by telephone to make arrangements.

CANCELLATION: 24 hours notice is required to cancel or move an appointment or the full fee is payable. No one likes paying cancellation fees but I have had to introduce this policy to cover to prevent appointments being wasted. Genuine emergencies or illness are always looked on kindly, but no shows are always charged, and I reserve the right not to rebook you if you DNA.

To cancel an appointment: use the link in your booking confirmation email or reminder - this is active up to 24 hours notice before your appointment. Under 24 hours notice and you will need to contact me directly to cancel by ‘phone, email or message. Please do not contact the studio or leave messges with their staff. Always let me know if you aren’t coming so that I can offer the appointment to anyone on stand-by.

Late running policy: You will understand that I may not be able to accommodate you if you are running late. If you arrive more than 10 minutes late for your appointment you will receive a shorter treatment in the time left available, but be charged in full, or be rescheduled if there is not enough time for proper assessment and a worthwhile treatment.