NEW CLIENT HEALTH QUESTIONNAIRE, CONSENT & TERMS

Please complete before your first session, and tell your instructor if anything below changes.

If you tick Yes to any question: please check with your GP before starting Pilates and tell your instructor. We may adapt/decline a session where we think it's needed for your safety.

DISCLAIMER

Exercise carries a risk of injury even when done correctly, and you accept this risk by taking part. We take reasonable care to teach you safely and keep our equipment and premises safe, but we cannot guarantee you will not be injured.

Nothing here excludes or limits our liability for death or personal injury caused by our negligence, or for fraud, as the law does not allow this. Subject to that, we are not liable for injury or loss caused by inaccurate information you have given us, not following your instructor's guidance, an undisclosed condition, or misuse of equipment.

Please dress appropriately (close-fitting clothing, grip socks), tell your instructor at once if you feel unwell or in pain, follow their guidance, and do not attend while unwell, injured, or under the influence of alcohol or drugs. We may ask for medical clearance or decline a session where we reasonably think it necessary.

If you feel unwell during a session, please speak to your instructor immediately.

We hold public liability insurance; our instructors hold their own professional indemnity insurance and a recognised Pilates qualification.

If you are under 16, a parent or guardian must complete and sign this form on your behalf.

These terms are governed by the law of England and Wales and do not affect your statutory rights, including under the Consumer Rights Act 2015.

Last updated 2 November 2026
Payment & refund policy

SIMPLE, FAIR AND CLEAR.
This policy explains how payment, expiry, cancellation and refunds work at Core Balance Pilates Studio (MBHC Pilates Ltd). It applies whenever you buy a class, pack, workshop or course, and sits alongside our Studio Policies.

PAYMENT & EXPIRY
Every pack has a validity period, shown at checkout and in your account. It starts on the start date you choose at checkout, which can be up to 1 month after purchase.

PAYMENT
• Payment is taken in full when you book, through our online booking system.
• You’ll receive an email receipt for every payment.
• When you complete a purchase, you’re confirming that you’ve read and agree to this policy and our Studio Policies.

WHAT YOU’RE BUYING
• Single class: one place in the class you booked.
• 4-class pack: four credits for reformer or tower classes, or four for mat, valid for 5 weeks.
• 8-class pack: eight credits for reformer or tower classes, or eight for mat, valid for 10 weeks.
• Combo pack: four reformer or tower credits and four mat credits, valid for 5 weeks.
• Private 4-pack: four one-to-one sessions, valid for 5 weeks.
• Intro offer: three reformer classes, valid for 3 weeks. New clients only, once per person.

USING YOUR CREDITS
• Reformer and tower credits can be used on either class. Mat and private session credits are for that class type only, and can’t be swapped.
• Credits are just for you, so they can’t be transferred, shared or sold.

EXPIRY
• Your pack’s validity period starts on the start date you choose at checkout. This can be the day you buy it or a later date, up to 1 month after purchase, so you can line it up with your first class.
• Pre-launch purchases: if you buy before the studio opens, payment is taken at the time and your pack starts on our opening day, Monday 9 November 2026.
• Any credits not used by the expiry date are non-refundable, and can’t be carried over to a new pack, extended, transferred or exchanged.
• If you cancel in good time, the returned credit keeps its original expiry date.

CANCELLATION & REFUNDS
Cancel at least 24 hours before class and your credit comes straight back. Classes cancelled within 24 hours are non-refundable.

CANCELLING A CLASS
• 24 hours or more before class: the class is returned to your account as a credit, whether it was part of a pack or booked as a single class.
• Less than 24 hours before class: this counts as a late cancellation, and the class is non-refundable.
• If you don’t attend, or arrive more than 5 minutes late, the class is non-refundable.

CLASS PACKS
• Class packs, combo packs and intro offers are non-refundable and non-transferable, and can’t be carried over.
• This includes unused and expired credits.

IF WE CANCEL
• If we ever need to cancel a class, your credit is returned in full, or a single class is refunded in full.
• If we’re unable to provide classes you’ve paid for, for example if the studio has to close, we’ll refund any unused, unexpired credits.

EXCEPTIONAL CIRCUMSTANCES
• Life happens. If injury, illness or bereavement means you can’t make your classes, please let us know before your credits expire and we’ll do our best to help. We may be able to pause or extend your pack, and we may ask for a note from your GP or physiotherapist.
• Pauses and extensions are given as credit rather than cash.

WHEN WE REFUND
We’re happy to give a refund in these cases:
• If we cancel a single class you’ve paid for.
• If we’re unable to provide classes you’ve paid for, for example if the studio has to close. We’ll refund any unused, unexpired credits.
• Where you’re entitled to a refund under consumer law.
• In every other case, cancelled classes are returned to your account as credit.
• Refunds go back to your original payment method within 14 days of being agreed. Your bank may take a few extra working days to show them.

PAYMENT QUESTIONS & DISPUTES
If something doesn’t look right, please talk to us first. Most things can be sorted quickly, without involving your bank.

CONTACT US FIRST
• If you think you’ve been charged incorrectly, email hello@corebalancepilatesstudio.com with your name, the date and the amount.
• We’ll reply within 2 working days and help put it right.

IF YOU RAISE A CHARGEBACK
• If you dispute a payment with your bank or card provider, we’ll respond and share the relevant records. These may include your agreement to this policy at checkout, your booking, attendance and cancellation history, receipts and any messages between us.
• While a dispute is open, your account and any credits from that payment are paused.
• If a chargeback is raised for classes you attended, or for credits that were non-refundable or had expired under this policy, the amount may still be owed and we may need to close your account.

RECORDS WE KEEP
We keep payment and purchase records for seven years, and booking, attendance and cancellation records for 18 months after your last activity, so we can help with any query or dispute. These are held in line with our privacy policy and UK GDPR.

YOUR RIGHTS
Nothing in this policy affects your statutory rights as a consumer.
Questions about a payment?
hello@corebalancepilatesstudio.com · Hever Suite, Hever Road, Edenbridge TN8 7NP

Last updated 2 November 2026
Studio policies

FAIR, SAFE AND ON TIME.
These policies keep classes fair, safe and running on time at Core Balance Pilates Studio. By booking a class, you agree to them. We may update them from time to time; the current version is always on our website and at reception.

BOOKING & CANCELLATION
Please cancel at least 24 hours before your class starts if you can’t make it. Our classes are small, so a late cancellation usually means someone on the waitlist misses out.

BOOKING
• All classes must be booked in advance through corebalancepilatesstudio.com. We can’t guarantee space for walk-ins.
• Your booking is confirmed once you receive a confirmation email or app notification.
• Each booking is for one person and can’t be transferred to someone else without contacting us first.

CANCELLING YOUR BOOKING
• Cancel 24 hours or more before class: the class is returned to your account as a credit, including single classes.
• Cancel less than 24 hours before class: this counts as a late cancellation. The class credit is lost.
• No-show (not cancelling and not attending): the class credit is lost.
• Please cancel through corebalancepilatesstudio.com so your place can go straight to the waitlist.

WAITLIST
• If a class is full, you can join the waitlist. When a place opens, everyone on the waitlist is notified at the same time, and the place goes to whoever books it first.
• Places aren’t held or reserved for anyone on the waitlist, so book quickly if you’d like the spot.
• Once you’ve booked a place this way, the usual cancellation rules apply, including the 24-hour window.

ARRIVING LATE
• Please arrive 5 minutes before class to settle in. If it’s your first class with us, please arrive 10 minutes early.
• For your safety, we can’t admit anyone more than 5 minutes after class starts, as you will have missed the warm-up. Late arrivals who can’t be admitted are treated as a no-show.
• If your place hasn’t been taken up by 5 minutes after the start, it may be given to someone on the waitlist who is at the studio.

IF WE CANCEL A CLASS
• Occasionally we may need to cancel or change a class, for example due to instructor illness. We’ll let you know as early as we can by email or app notification.
• Your class credit will be returned in full, or you’ll receive a full refund for a single-class booking.
• Instructors may change at short notice. This isn’t grounds for a late cancellation without charge.

EXCEPTIONAL CIRCUMSTANCES
We understand that emergencies happen. If you miss a class or cancel late because of a genuine emergency, please contact us at hello@corebalancepilatesstudio.com. Fees may be waived at our discretion.

CLASS PACKS AND PAYMENT
• Reformer and tower share the same packs, so credits can be used on either. Mat and private sessions each have their own packs, and those credits can’t be swapped for other class types.
• The combo pack covers one reformer or tower class and one mat class a week, for four weeks.
• 4-packs (including private sessions) and the combo pack are valid for 5 weeks, and 8-class packs for 10 weeks, from the start date you choose at checkout (up to 1 month after purchase). Packs bought before we open start on opening day, 9 November. Unused credits expire at the end of that time.
• Packs are non-transferable, non-refundable and can’t be carried over. Any credits left when a pack expires are non-refundable.
• Expiry, refunds and payment disputes are covered in full in our separate Payment & refund policy, which you agree to at checkout.
• The intro offer is for new clients only, once per person.

HEALTH & SAFETY
Your safety comes first. Please tell your instructor about anything that might affect how you exercise, every time it changes.

HEALTH QUESTIONNAIRE
• All new clients must complete a health questionnaire before their first class.
• Please update it if your health changes, for example after an injury, surgery, illness or a change in medication.
• Information you share is kept confidential and used only to keep you safe in class, in line with our privacy policy and UK GDPR.

INJURIES AND MEDICAL CONDITIONS
• Tell your instructor before class about any injury, pain or medical condition, even if it seems minor or you’ve mentioned it before.
• If you have a medical condition, are recovering from surgery or injury, or are unsure whether pilates is suitable for you, please get clearance from your GP or physiotherapist before attending.
• Our instructors can offer modifications, but they are not medical professionals and can’t diagnose or treat conditions.

PREGNANCY AND POSTNATAL
• Please let us know if you are pregnant or have given birth in the last 12 months.
• We recommend checking with your GP or midwife before starting or continuing pilates during pregnancy.
• After giving birth, please wait until you have had your postnatal check (usually around 6–8 weeks) and been cleared to exercise. After a caesarean, this may take longer.
• Some classes may not be suitable during pregnancy. We’ll advise you on which classes and modifications are appropriate.

DURING CLASS
• Listen to your body. Work within your own limits and stop any exercise that causes pain, dizziness or discomfort, then let your instructor know.
• Follow your instructor’s guidance, especially when using reformers and other equipment. Don’t use equipment until you’ve been shown how.
• Instructors may use light hands-on adjustments to guide your alignment. Please tell us if you’d prefer not to be touched; we’ll use verbal cues instead.

PARTICIPATION AT YOUR OWN RISK
Taking part in any exercise carries some risk. By attending, you confirm that you are physically able to take part and that the information you’ve given us is accurate and up to date. Core Balance Pilates Studio (MBHC Pilates Ltd) is not liable for injury or loss arising from undisclosed conditions, failure to follow instructions, or personal belongings left at the studio. Nothing in this policy limits our liability for death or personal injury caused by our negligence.

HYGIENE AND THE STUDIO SPACE
• Grip socks must be worn for all reformer, tower and private sessions. These are available to buy at reception.
• Please wipe down your equipment after use with the cleaning supplies provided.
• Bring a water bottle and a small towel. Please keep bags, phones and shoes out of the exercise area.

EMERGENCIES
• All our instructors are first-aid trained, and a first-aid kit is kept on site.
• Please familiarise yourself with the fire exits pointed out in your first class.
• Any accident or injury in the studio must be reported to your instructor straight away so it can be recorded.
Questions about a policy?
hello@corebalancepilatesstudio.com · Hever Suite, Hever Road, Edenbridge TN8 7NP

Last updated 20 October 2026

Privacy policy

Your information, looked after.

This policy explains what personal information Core Balance Pilates Studio collects, why we need it, how we keep it safe and the choices you have. It applies when you visit our website, join our waitlist, book a class or come to the studio, and sits alongside our Studio Policies and Payment & refund policy.

What we collect

We only collect what we need to run your classes safely and look after your account.

Who we are

Core Balance Pilates Studio is a trading name of MBHC Pilates Ltd, registered in England & Wales (company no. 17428689). Registered office: Four Oaks, Swan Lane, Edenbridge TN8 6BA. Studio: Hever Suite, Hever Road, Edenbridge TN8 7NP. We are the controller of your personal information. Contact us about privacy at hello@corebalancepilatesstudio.com.

Contact and account details

- Your name, email address, phone number and date of birth.
- An emergency contact’s name and phone number.
- Your login details for our booking system.

Bookings and payments

- The classes, packs and sessions you buy, book, attend and cancel.
- Payment records, such as the amount, date and the last four digits of your card. Full card details are handled by our payment provider; we never see or store them.

Health information

- Your health questionnaire answers, and anything you tell us about injuries, medical conditions, pregnancy or recent surgery.
- Notes your instructor makes at an assessment or private session about how you move and what to adapt.
- Health information is special category data under UK GDPR, so it has extra protection. More on how we handle it below.

Messages and website

- Emails, messages and contact form enquiries you send us.
- Basic information about how you use our website, such as pages visited and device type. See Cookies below.

How we use it

To run your bookings, keep you safe in class and, only if you agree, keep in touch.

What we use it for

- Managing your account, bookings, credits, waitlists and payments. We need this to provide the classes you buy (contract).
- Sending booking confirmations, reminders and updates about class changes or cancellations (contract).
- Keeping accounting and tax records, and responding to payment disputes (legal obligation and legitimate interests).
- Answering your questions and improving our classes and website (legitimate interests).
- Contacting your emergency contact if you become unwell or are injured at the studio (vital interests).

Your health information

- We ask for your explicit consent when you complete the health questionnaire.
- We use it only to keep you safe in class and to adapt exercises for you. We never use it for marketing.
- You complete the questionnaire in Evini, our booking system, and your answers are stored securely there. Only your instructors can see them.
- You can withdraw consent at any time by emailing us. If you do, we may not be able to offer you classes safely.

News and offers

- We’ll only send you news, offers and studio updates if you’ve agreed to receive them.
- You can unsubscribe at any time using the link in any email, or by telling us.
- Booking messages, like confirmations and class changes, aren’t marketing, so you’ll still receive those.

Sharing & keeping

We never sell your information. We only share it with services that help us run the studio.

Who we share it with

- Evini (provided by WodBoard, Purified Technology Ltd, UK), our booking system, which holds your account, bookings and health questionnaire.
- Stripe, our payment provider, which processes card payments securely.
- Google, which provides our email.
- Squarespace, which hosts our website and contact form.
- Xero and our accountant, for financial records.
- Anyone we’re legally required to share it with, or emergency services if your safety is at risk.
- These providers only use your information to provide their service to us, under contract.

Outside the UK

Some of these providers may store information outside the UK. Where they do, they use safeguards approved under UK data protection law, such as the UK International Data Transfer Agreement or an adequacy decision.

How long we keep it

- Payment and purchase records: seven years, held in Evini, Stripe and our accounts, for tax and legal reasons, and to help with any query or dispute.
- Health questionnaire, instructor notes, bookings and attendance: while you’re a client, then deleted 18 months after your last activity.
- Account and contact details: deleted 18 months after your last activity, unless you ask us to close your account sooner. We’ll email you first, and you can choose to keep your account open.
- Marketing preferences: until you unsubscribe.
- Waitlist details: until three months after the studio opens, unless you become a client or agree to hear from us.

Keeping it safe

Your information is stored in password-protected systems that only the people who need it can access. We don’t keep paper health records at the studio.

Your rights & cookies

It’s your information. Ask us any time and we’ll respond within one month.

Your rights

- See a copy of the information we hold about you. You can also download a copy yourself from your account in Evini.
- Update your details yourself from your Evini profile, or delete your account there if you don’t have an active class pack.
- Ask us to correct anything that’s wrong or incomplete.
- Ask us to delete your information, where we don’t need to keep it by law.
- Object to, or ask us to limit, how we use it.
- Ask for your information in a format you can take elsewhere.
- Withdraw your consent at any time, for health information or marketing.
- To make a request, email hello@corebalancepilatesstudio.com. There’s no charge.

Cookies

- Our website uses essential cookies so it works properly, for example to remember your choices.
- With your permission, we also use analytics cookies to understand how people use the site, so we can improve it.
- You can accept or decline non-essential cookies in the cookie banner, and change your mind at any time in your browser settings.

Under 18s

Our classes are for adults aged [18] and over, and we don’t knowingly collect information from children.

Changes to this policy

We may update this policy from time to time. The current version is always on our website, with the date it was last updated. If we make a significant change, we’ll let you know by email.

Concerns

If you’re unhappy with how we’ve handled your information, please tell us first so we can put it right. You can also complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

Questions about your information?
hello@corebalancepilatesstudio.com · Hever Suite, Hever Road, Edenbridge TN8 7NP