FAQs & studio policies
Welcome to Heart & Harmony. We’re a friendly, independent Pilates and wellness studio. Please read our policies before booking a class or purchasing a membership so we can keep things fair for everyone.
Getting started
Can I join if I’m new to Pilates?
Yes. Everyone is welcome, including complete beginners. Arrive 5–10 minutes early, especially for your first class, so we can show you around, help you get set up and answer your questions.
Are your classes instructor-led?
Yes. Our group classes are led by an instructor, with guidance, encouragement and movement options throughout. You can ask questions and receive feedback as you practise. If you’d like more individual attention or a programme tailored specifically to you, speak to us about Private Pilates.
What should I bring?
Bring grip socks, a towel and a water bottle, and wear comfortable clothing. Grip socks are compulsory for Reformer and Barre. Bring your own or buy a pair at the studio for £12.
What if I have an injury, medical condition or I’m pregnant?
Keep your PAR-Q (health questionnaire) up to date and tell your instructor about any injuries, medical conditions, pregnancy or recent surgery. We may recommend medical clearance or a more suitable class. Please do not attend if you are unwell.
Is Hot Mat Pilates suitable for beginners?
Yes, but heat can increase your heart rate, fatigue and fluid loss. Stay hydrated, listen to your body and take breaks when needed. Hot Mat may not be suitable during pregnancy or for certain medical conditions. Seek medical advice if you’re unsure.
At the studio
When should I arrive?
Arrive 5–10 minutes before your class. The scheduled time is when the session begins, so allow time for traffic, parking and getting ready.
Can I join a class if I’m late?
No. Once a class has started, late arrivals cannot be admitted, even if you’re only a few minutes late. This avoids disruption and ensures everyone receives the necessary safety instructions.
Is there parking?
Yes. Free parking is available directly outside the studio.
What is the studio etiquette?
Remove shoes at the entrance, keep phones on silent and wear grip socks where required. Use a towel on Reformer beds, clean equipment after use and respect other members and instructors.
Bookings & cancellations
When can I book a class?
Bookings open 7 days before class and close 1 hour before class.
How do I cancel a class and keep my credit?
Cancel through TeamUp at least 12 hours before class to keep your credit. Emails, texts and social media messages do not count as cancelling your booking.
What happens if I cancel late?
If you cancel within 12 hours of class, you lose your class credit and pay a £5 late cancellation fee.
What happens if I miss a class without cancelling?
If you do not attend without cancelling, you lose your class credit and pay a £10 no-show fee. Late cancellation and no-show fees apply to every incident, from the first occurrence, in addition to losing your credit.
Are there exceptions for illness or personal circumstances?
The policy applies to everyone, including illness, work, childcare, holidays and personal circumstances. Late cancellations and no-shows mean losing your credit and paying the relevant fee. Credits cannot be refunded, reinstated, transferred or extended.
What if Heart & Harmony cancels my class?
Your credit will be returned or appropriately accommodated.
Memberships
What is a Rolling Membership?
A Rolling Membership has no minimum commitment. Credits must be used within your billing period and do not roll over.
How do I cancel or change a Rolling Membership?
Cancellation requires 30 days’ written notice by email to heartandharmonywellnessstudio@gmail.com. Upgrades and downgrades also require 30 days’ notice. Depending on your billing date, one further payment may be due during your cancellation notice period. Your membership stays active throughout the notice period.
What is a Better Value Membership?
It offers a lower monthly price in exchange for a 6-month minimum commitment. Payments are collected monthly, and all six monthly payments must be completed. Additional membership discounts do not apply. Please make sure you’re happy with the commitment before purchasing.
Can I cancel a Better Value Membership?
You cannot cancel during the initial 6-month commitment. After six months, your membership continues monthly until cancelled with 30 days’ written notice by email.
Can I pause, freeze or extend my membership?
No. Memberships cannot be paused, frozen or extended. Unused credits expire at the end of your billing period and cannot roll over, transfer or be extended. If you need more flexibility, consider our drop-in options.
Can I have a recurring booking?
Yes. We can arrange recurring bookings for members who regularly attend the same class, subject to availability and sufficient membership credits. They do not guarantee a space in classes that are already full.
Discounts & referrals
Do you offer NHS, teacher or student discounts?
Yes. NHS workers, teachers and students receive 20% off eligible Rolling Memberships with valid proof of eligibility. This does not apply to Better Value Memberships and cannot be combined with other offers.
Is there a refer-a-friend reward?
Refer a friend who joins an eligible membership and receive £10 studio credit.
Contact & account help
Who do I contact about my membership or account?
For membership enquiries, cancellations or account changes, email heartandharmonywellnessstudio@gmail.com. Membership changes and cancellations cannot be processed through social media.
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