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1. Payment & booking
2. 121 & reformer sessions (in-person & online)
3. Memberships
4. Prices and offers

1. PAYMENT & BOOKING

  • 121 sessions (in-person & online) and Reformer duets
  • sessions are booked in packages and paid in advance by bank transfer or via the online booking system.
  • payment is due no later than 48 hours in advance for in-person classes.
  • late payment will result in cancellation of your booking.

Memberships

  • are paid monthly by direct debit.
  • if your payment is late your membership will be cancelled.
  • you can cancel your membership by cancelling your direct debit.

All bookings & memberships are non-transferable and non-refundable
Except in the event of:

  • serious accident or injury
  • a change in your status requiring medical sign off for exercise (e.g. surgery, pregnancy, Covid-19).
    If this applies to you contact [email protected] or call on 07786 072 337 so we can discuss your individual circumstances.

2. 121 & REFORMER SESSIONS (IN-PERSON & ONLINE)

  • You can change your booking date and time – so long as you do this at least 24 hours in advance and there is space available.
  • IN-PERSON CLASSES: due to Covid-19 there is the possibility of temporary closure or another period of lockdown. If in-person teaching is temporarily suspended OR if you’re unable to attend in person you agree to attend online instead.

All packages must be redeemed within the advertised period.

  • It will not be possible to refund or ‘carry over’ packages beyond the redemption period
    – except in the event of serious illness (including Covid-19) or injury.
  • Weeks when your teacher is on holiday do not count towards your package redemption period.
  • If your teacher cancels a session your class will be carried over and your redemption period will be extended.
  • Your appointment time will be reserved for you if you re-book a minimum of every 8 weeks. If not, your preferred time may not be available.

Cancellations less than 24 hours in advance are charged at full price
Except in the case of sudden onset illness or Covid 19 symptoms.

Health information

  • you agree to complete a Physical Activity Questionnaire before your first appointment
  • you agree that if you are in any doubt about your medical status and/or ability to participate in a movement exercise session, you will check with your doctor before booking.
  • you also agree to notify your teacher if your health status changes in the future.

Covid-19

  • You agree to complete a Covid-19 waiver form and to comply with the studio guidelines and procedures.
  • If you discontinue classes you agree to return equipment handles on loan to you in usable condition or to pay a replacement fee of £50.
  • You understand that, despite precautions, it is not possible to completely eliminate risk as Covid-19 can be spread by those showing no symptoms. You accept that there is a risk of transmission of Covid-19 as a result of attending class at the studio.
  • You agree that Catford Pilates Ltd and your teacher Rebecca Trowbridge cannot accept responsibility for transmission of Covid-19 (or Covid-19 related illness or injury) should you become infected.

During class

  • you agree to take responsibility for your own body during class, to stop exercising if you need to and/or if you experience pain
  • you accept that any client who is unsuitably dressed, or whose behaviour is disruptive or abusive, will be asked to leave the premises immediately
  • you understand that your teacher may offer you professional advice relating to your ability to exercise and may consider it unprofessional to continue teaching you if you do not follow that advice
  • you agree that Catford Pilates Ltd and its employees or contractors cannot accept liability for loss or damage to your personal property at any venue or location where classes and sessions are delivered.
  •  you understand that any exercise carries a risk of injury and agree that Catford Pilates Ltd and its employees or contractors cannot accept liability or responsibility for any injury or discomfort sustained during online or in-person classes.

3. MEMBERSHIPS

  • In line with the statutory requirements, you have the right to cancel your membership within 14 days of purchase and receive a refund of your membership fee, but only provided that you have not participated in any live classes or accessed any prerecorded classes or other content. Once you have accessed prerecorded classes or other content no refund will be offered.
  • You can cancel your membership anytime by cancelling your bank direct debit. You are responsible for ensuring this is done with enough notice for your bank to process your request.
  • There are no contracts, initial joining fees or cancellation fees, but you agree to pay a re-joining fee (£50 for Mindful Matwork, £100 for Matwork Plus) if you cancel your direct debit and then re-join within 3 months.
  • You accept that all online classes remain the property of Catford Pilates Ltd.  You agree that you will not download, store, share or distribute any content provided as part of your individual membership.

Health information

  • you agree to complete a health screening questionnaire
  • you agree that if you are in any doubt about your medical status and/or ability to participate in a movement exercise session, you will check with your doctor before booking.
  •  you agree to contact Catford Pilates Ltd if your health status changes in the future.
  •  you understand that the online membership classes are not suitable for people who:
    1. are pregnant or less than 6 months post-partum
    2. have an active injury or are working with a special condition such as osteoporosis, disc injury, spinal condition or heart condition
    3. are recovering from surgery e.g hip, knee, ankle or shoulder replacement; abdominal surgery.
    4. have any other health condition requiring medical sign-off for exercise

During class

  • You understand that during online ‘group’ movement sessions the teacher will not be providing individual support and guidance.
  • You understand that any movement variations and options given may not be suitable for you and agree to take responsibility for your body. You agree to stop if any movements do not feel right for you.
  • You understand that any exercise carries a risk of injury and agree that Catford Pilates Ltd and its employees or contractors cannot accept liability or responsibility for any injury or discomfort sustained during online or in-person classes.

Availability of classes

  • If your teacher is unable to provide a scheduled live class you agree to a class taught by another teacher or an additional pre-recorded class.
  • While reasonable precautions have been taken to ensure uninterrupted access to online classes, you accept that things sometimes do go wrong and access to your membership content may be temporarily unavailable due to technical faults.

4. PRICES AND OFFERS

  • current prices and offers are advertised on www.catfordpilates.co.uk
  • prices, packages and deals can be withdrawn or changed at any time
  • any offers or packages purchased before changes are made will be honoured under the original terms of the offer.

Privacy and Data Protection Policy
Catford Pilates is committed to protecting your personal information and respecting your privacy.

We only collect and process information needed to provide you with services you request and for the smooth running of our business as outlined in this policy. The data you provide is always treated as confidential.

We will never share your personal information with any other person or organisation without your consent. Your personal data will only ever be shared:

  • with other therapists and health professionals with your prior agreement and written consent.
  • with substitute teachers so they can provide an appropriate service if your usual teacher is unavailable.

When you complete a Physical Activity Questionnaire or book and pay for classes online you will be submitting your personal data to one of our third party providers (data processors). Read on to find out what this means for you.

Your information
This section outlines what information we collect, why we collect it and how it is stored.

We use a small number of third party providers (data processors) so that we can offer you services such as online booking and payment. This means that you are consenting to some personal data being transferred outside of the European Union.

We have selected third party providers who have agreed to protect your information in the same way as if it were being used in the European Economic Area. However we cannot guarantee the security of data sent over the internet.
Information about each provider and links to further information are provided below.

All our third party providers use cookies. You can change your browser settings to reject some or all cookies. However blocking all cookies will have a negative impact on the usability of many websites.

1. Catford Pilates Website

1.1 Information collected and why

  • We use Google Analytics to understand who visits the website and to improve the information we provide online.
  • Google analytics uses cookies to collect information about your computer and about your visits to www.catfordpilates.co.uk (including your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation). This information is not used to identify individual people.

1.2 How your information is stored

  • The Catford Pilates website is hosted on secure servers. The website hosting provider does not collect or store information about website users.
  • Website usage data collected via Google Analytics is stored on Google’s secure servers.

1.3 Further information

2. Physical Activity Questionnaire

2.1 Information collected and why

  • Your contact details – so we can provide you with the services you have requested and contact you in the event of service disruption.
  • Information about your occupation, health and physical activity – to do our jobs we need to ask you for information about health conditions and injuries, this is for your safety.
  •  Your age group, the area you in live in and how you found out about Catford Pilates – to understand more about our customers and which forms of marketing are most cost effective
  • Your data consent response – by law we need to obtain your consent before sending you newsletters or details of offers and discounts.
  • Your acceptance of our policies, terms and conditions – for the smooth running of our business. 
  • For 121 and private clients we also collect next of kin contact details, this is in case of emergency

2.2 How your information is stored

  • If you completed a questionnaire before January 2018 these are stored in hard copy in a locked filing cabinet.
  • If you completed an online questionnaire, these are stored by Jotform on secure servers in the European Union. Or, if downloaded from Jotform, stored within a password protected cloud environment or in a locked filing cabinet.

2.3 Further information

3. Mailing lists

3.1 Information collected and why

  • If you consent to receiving emails your first name, last name and email address will be added to mailing lists held on Mailchimp.com – this is so we can keep you informed of changes to classes, policies, terms and bookings.
  • We also use Mailchimp so that you can easily unsubscribe from the Catford Pilates mailing list if you change your mind about receiving emails from us.

3.2 How your information is stored

  • Your name and email address are stored securely by Mailchimp on servers outside of the European Union.

3.3 Further information

4. Business records and accounting

4.1 Information collected and why

  • Your first name, last name and a record of your attendance is used to maintain a register of each class or private session, the register is used only for confirmation of your attendance, to maintain records of business activity and for health and safety requirements.
  • If you pay in cash or by bank transfer your first name, last name and email address will be added to our online accounting system. This in order to maintain accurate business records.

4.2 How your information is stored

  • Business records are stored in a secure, password protected cloud environment. Access to this information is via password protected devices on a secure network accessible only to Rebecca Trowbridge. Devices are stored in a locked safe when not in use.
  • For cash and bank transfer transactions your name and email address are stored securely by Quickbooks.com on servers located outside of the European Union.

4.3 Further information

5. Online booking and payment

5.1 Information collected and why

  • Your contact details – so we can provide you with the services you have requested and contact you in the event of service disruption
  • Your acceptance of our policies, terms and conditions – for the smooth running of our business. 
  • Next of kin/emergency contact details – in case of emergency
  • Health status – for your safety

5.2 How your information is stored

  • Information you provide when you book and pay online is stored securely by providers Bookwhen.com (online booking) and Stripe.com (online payment). Some data may be transferred to servers outside the European Union.

5.3 Further information

Your rights
Unless subject to an exemption under the General Data Protection Regulation, you have the right to:

  • see copies of all personal data held by us
  • ask us to amend, delete or correct your personal data
  • withdraw your consent to use your data e.g. removing your name from our mailing list 
  • object to our use of your data where we rely on our ‘legitimate interests’ to do so. ‘Legitimate interests’ are the reasons why we collect data e.g next of kin contact details in case of emergency.

How long we hold your data
Data you provide may be stored in hard or electronic copy for as long as you remain a client of Catford Pilates and for a period of seven years after. It will be accessible only to staff directly involved in data entry and client records.

We will ensure your personal data is deleted from systems that we no longer use e.g. if we change third party providers.

Changes to this policy
Changes and updates to this policy will be published on the website.

Concerns and complaints
To raise any objections or to exercise any of your rights, you can send an email to Rebecca Trowbridge at [email protected]. When you get in touch, we will come back to you as soon as possible and where possible within one month. We may also ask you to verify your identity before we provide any information to you.

If this does not resolve your complaint to your satisfaction, you have the right to lodge a complaint with the Information Commissioners Office on 03031231113 or via email https://ico.org.uk/global/contact-us/email/ or at the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, England.

Covid-19 Guidelines & Procedures
These guidelines apply to in-person classes.

If you are attending online sessions and have had Covid-19 or suspect you may have it now, please check with your GP before continuing with classes.

Who can attend in-person Pilates sessions
For your safety, in-person sessions are not available for anyone in a high-risk group, immune-compromised or pregnant.

Others in the moderate risk group (e.g aged over 70) or who have had Covid-19 must obtain a GP’s consent in writing to proceed with in-person Pilates sessions.

If you live with someone in these groups you must:

  • weigh the risks together taking into account your specific circumstances
  • discuss with their GP if necessary
  • make your own decision about whether to attend in-person classes.

Online sessions are available for anyone unable to attend in-person sessions at any time.

If you live with others I rely on your honest reporting of their status as well as your own.

General Guidelines
Anyone who is unwell should NOT come to class.

Please do not attend your session and contact me to reschedule if:

  1. You or someone in your household is feeling unwell, has a cold or flu like symptoms e.g runny nose, ear ache, cough, fever, chills, muscle pain, shortness of breath or difficulty breathing, sore throat.
  1. You or a close contact (e.g family member or co-worker) has a temperature, a new continuous cough, a loss of sense of smell or taste – use the NHS 111 online coronavirus service.
  1. You have been in contact with anyone who has COVID-19 or suspected COVID-19 in the 14 days prior to your appointment.
  1. You have travelled overseas (to any country) or to any known COVID-19 UK hotspots in the 14 days prior to your appointment.

Please see below for up-to-date information on the 24 hour cancellation policy.

At the studio

Transport & parking

  • If possible please walk or drive to your appointment – free parking is available in the surrounding streets.
  • Cycle storage is not available at this time due to limited space at the studio entrance.
  • If you have to use public transport, please wear a mask and sanitise your hands.

Arriving & leaving the studio

  • Please arrive no earlier than 5 minutes before your appointment. Late arrivals will not be admitted.
  • Wear a mask and maintain social distancing while waiting outside the studio entrance.
  • Do not linger outside the studio entrance after class so that others can arrive safely for their appointment.
  • Your teacher will take and record her temperature each day before the studio opens.
  • Your temperature will be taken when you arrive and you will be asked some health screening questions.

Face Masks

  • Your teacher will be wearing a face mask or visor at all times.
  • You must wear a mask while waiting outside, in the reception area and until you enter the studio. You can choose whether or not to wear a mask during class.

Hand sanitising

  • There are 2 points where you will be able to sanitize your hands:
  1. As you enter the reception area
  2. As you enter the studio
  • You must sanitise your hands at each point when you arrive and also when you leave after class.
  • Your teacher will wash their hands between sessions and sanitise during class.

Distancing

Equipment will be arranged in line with social distancing guidelines and so that clients are not facing each other during class.

There will be no direct contact between the instructor and clients.  If you have a disability or restricted mobility we will agree what is appropriate for you in line with current Government guidelines for mitigating risk.

Cleaning and ventilation

There will be 30mins between appointments for cleaning and ventilation of the studio.

Windows will be open where possible to allow for fresh air to circulate throughout the studio. If you are sensitive to the cold, please bring an extra layer of clothing.

A disinfecting solution will be used to:

  • wipe all equipment down after every client
  • clean commonly handled surfaces (e.g door handles) between every session.
  • clean the floors at least once a day.

Changing & toilets

Please come changed into your movement clothing – changing facilities are not available at this time.

The toilet at the studio is not available other than for emergencies.

What to bring

Please do not bring anything to your session other than what is strictly necessary.

You will be given your own set of reformer handles (on loan). You must bring these with you to each session.

Everyone will be required to wear socks – ideally Pilates grip socks, but grip mats can be provided otherwise.

You will need to bring:

  • a water bottle
  • clean pair of socks
  • yoga strap or 2m resistance band
  • your reformer handles

Mobile phone use is not permitted in the studio.

Reformer duets

You will be booked into a ‘movement bubble’ with one other person.  To reduce risk for everyone, it will not be possible to swap to a session with another client.

Cancellation policy

Due to Covid-19 we need to plan for the possibility of temporary closure or another period of lockdown.

If I do need to temporarily close and/or if you’re unable to attend in person we will:

  • reschedule your class OR
  • arrange an online alternative

It will not be possible to refund or carry over packages beyond the 8 week redemption period – except in the event of serious illness (including Covid-19) or injury.

Cancellations less than 24 hours in advance are charged at full price – except in the case of sudden onset illness or Covid 19 symptoms.

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Telephone:
07786 072 337

Email:
[email protected]

Address:
29 Faversham Road SE6 4XE

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