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Studio Membership FAQs

Prices and payment

  • a monthly subscription payment to spread the cost of your classes out over a year
  • price is based on the cost of 35 classes (121 or duet) spread out over 12 months
  • minimum 3 month (9 session) commitment then cancel anytime by cancelling your subscription.  No joining or cancellation fees.
  • the studio is open 40 weeks per year so your membership allows for weeks when you’re unable attend

FAQs

Can I swap classes or make up a class I’ve missed?

Yes, you can swap classes or change your class time.  You can also make up any classes you have missed:

  • 121 clients – contact me to reschedule your session
  • duet clients – use the What’s App group to swap your class with another client or contact me to make up a missed session.

If due to holidays, illness or other commitments you’ve missed:

  • more than 3 classes during your 3 month introductory package OR
  • more than 5 classes over a year

 contact me to discuss options for making up the classes. Not sure how many classes you have missed? Get in touch anytime and I’ll take a look for you.

Do I have to keep paying my subscription over the holidays?

Yes. Your membership spreads the cost of your classes out over a year – this means 12 monthly payments are due to continue your membership.

Can I attend more than 35 classes?

Yes.  The studio is open 40 weeks per year and you can attend every week at no additional cost.

Can I pause my membership?

No, but you can cancel your subscription any time after the initial 3 month (9 session) commitment. When you cancel your membership your class place/appointment time will be made available to other clients. Exceptions apply for serious illness or injury – please get in touch if this applies to you.

What if my duet partner cancels their membership?

I’ll keep running the class for up to four weeks, but if I can’t find someone else to fill the spot I’ll stop running the class after that.

What if we go into another lockdown?

Your class will be held online instead.

When is the studio open?

The studio is open 40 weeks per year. Planned closure dates are currently as follows: 

  • October 2021 half term – October 25 to 31
  • Christmas 2021 – 19 December to 8 January
  • Easter 2022 – 10 April to 23 April
  • Spring 2022 – 6 to 19 June
  • Summer 2022 – 21 August to 10 September
  • Christmas 2022 closure date TBC – 10 or 17 December
  •  

1. Studio memberships
2. Online classes and memberships
3. Prices and offers

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).
    If this applies to you contact [email protected] or call on 07786 072 337 so we can discuss your individual circumstances.

1. Studio Memberships

121 and equipment duet classes.

Payment and booking

  • payment is by monthly subscription to spread the cost of your classes out over a year
  • price is based on the cost of 35 classes (121 or duet) spread out over 12 months
  • minimum 3 month (9 session) commitment then cancel anytime
  • you can cancel your membership anytime by cancelling your subscription. You are responsible for ensuring this is done with enough notice for your bank to process your request.
  • the studio is open 40 weeks per year so your membership allows for weeks when you’re unable attend
  • online matwork membership and/or home practice exercises are included free of charge.
  • you agree to read the Studio Membership FAQs on this page to ensure the membership is suitable for you

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.
  • you understand that the online membership classes offered as part of your subscription 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 including, but not limited to, osteoporosis, disc injury, spinal condition, diastasis recti 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

Covid-19

  • you agree to complete a Covid-19 waiver form and to comply with the studio guidelines and procedures.
  • 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 agree to discontinue any home practice exercises immediately if you experience pain, discomfort or an aggravation of your symptoms.
  • 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.

2. Online Classes and Memberships

General  Terms

  • memberships are paid via monthly subscription.
  • there are no contracts, joining fees or cancellation fees.
  • you can cancel your membership anytime by cancelling your subscription. You are responsible for ensuring this is done with enough notice for your bank to process your request.
  • in line with statutory requirements, you have the right to cancel your membership within 14 days of purchase and receive a refund of your membership fee so long as you have not accessed prerecorded classes or other content, in which case no refund will be offered.
  • 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 including, but not limited to, osteoporosis, disc injury, spinal condition, diastasis recti 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.

3. 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, Covid-19 Declaration 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.
  • If you sign up for a membership your personal details, health questionnaire and membership information will be collected.  This is so that you can access member content and manage your own subscription.

1.2 How your information is stored

  • The Catford Pilates website is hosted on secure servers outside of the European Union 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 & Covid-19 Questionnaires

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

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

Attending in-person Pilates sessions

For your safety and the safety of other clients, the following groups will need to be eligible for an NHS Covid pass to attend in-person sessions at the studio:

  • Anyone in a high or moderate risk group, immune-compromised or pregnant – or who lives with someone in those groups
  • Anyone attending class with someone from another household (e.g duet equipment sessions)

If you are exempt on medical grounds please contact me to discuss your specific circumstances.

General Guidelines

Anyone who is unwell should NOT come to class.

This applies to everyone – regardless of NHS Covid Pass status – and includes colds, flu, winter viruses, norovirus and Covid 19.

Please make use of the 24 hour cancellation policy to reschedule your appointment as soon as you feel unwell.

Do NOT attend your session and contact me to reschedule if:

  • 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.
  • You have been in contact with anyone who has COVID-19 or suspected COVID-19 in the 14 days prior to your appointment – regardless of your NHS Covid Pass status

Overseas and domestic travel

You must notify me of any overseas travel and follow current Government guidelines regarding isolation and testing.

You may be be asked to provide evidence of Covid 19 test results required by the UK government before returning to classes at the studio.

This applies to everyone, regardless of NHS Covid Pass status.  This will also apply if/when additional restrictions are in place in any region of the UK.

Close Contact & Personal Services

In-person Pilates sessions offered at the studio are classified as a Close Contact Service.  This means we will be following the same safety procedures as massage & holistic therapists, hairdressers and other personal care services.

Your teacher will take and record her temperature each day before the studio opens.  She will also complete regular lateral flow tests (subject to availability of tests).

Face Masks

  • Your teacher will be wearing a face mask or visor at all times.
  • You must wear a mask (unless exempt on medical grounds).

At the studio

Transport & parking

  • Free parking is available in the surrounding streets.
  • Cycle storage for up to two bikes is available at the studio entrance.

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.
  • Your temperature will be taken when you arrive and you will be asked some health screening questions.
  • An NHS Test and Trace QR code will be available for those using the app.

Hand sanitising

You must sanitise your hands when you arrive and also when you leave after class.

Your teacher will wash or sanitise their hands between sessions.

Distancing

Your teacher will maintain social distancing unless:

  • adjusting the equipment for you
  • providing hands-on support during your session
  • required for your safety. 

Please say if you would prefer that your teacher does NOT provide hands-on adjustments during your appointment.  Your personal preference will always be respected.

Cleaning and ventilation

There will be a minimum of 15mins between appointments for cleaning and ventilation of the studio.

Windows will be open to allow 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 down all equipment and common surfaces after every client.

Changing & toilets

Please come changed into your movement clothing – changing facilities are not available at the studio.

A toilet is available if required.

What to bring

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

You will need to bring:

  • a water bottle
  • clean pair of socks

Mobile phone use is not permitted in the studio.

Cancellation policy

Due to Covid-19 we need to plan for the possibility of temporary closure or another period of lockdown – in this event your class will be held online instead.

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.

Cancellations less than 24 hours in advance are charged at full price – except in the case of serious 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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