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Studio Policies

Booking, Cancellation & Gift Card Policies

Booking Policy

This Booking Policy outlines the terms and conditions for booking Reformer Pilate classes at Luna Reform.

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1. Booking Procedure​

  • All class bookings must be made online via the Luna Reform website or through the Fit by Wix app.

  • Clients must create an account and provide accurate information during registration.

  • All online bookings must be paid at the time of booking via our integrated payment provider, Stripe.

  • Gift vouchers and discount coupons must be used at the time of booking and cannot be applied retrospectively.

  • Upon booking, you will receive a confirmation email with class details, and a reminder by SMS 24 hours before your scheduled class (if opted in).

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2. Class Availability

  • Classes are booked on a first-come, first-served basis, subject to availability.

  • If a class is full, you may join the waitlist. If a space becomes available, you’ll be notified and given a limited window to confirm your spot.

  • A minimum of 2 clients is required for a group session. If a class does not reach this minimum within 3 hours of the start time, it may be cancelled. You will be notified as early as possible and offered the option to reschedule or receive class credit.

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3. Rescheduling Your Class

  • You may reschedule your class up to 24 hours before the scheduled start time, subject to availability. This reschedule window is automatically enforced by our booking system.

  • Clients may also transfer their booking to another person if they are unable to attend, provided they inform us in advance.

  • Missed or late-cancelled classes cannot be rescheduled, refunded, or transferred.

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4. Cancellations

  • Cancellations must be made at least 24 hours before the class to receive a refund or class credit.

  • Late cancellations within 24 hours are non-refundable and non-transferable.

  • Refer to our Cancellation Policy for full details.

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5. No-Shows

  • Failure to attend a class without prior cancellation will result in forfeiture of the class fee.

  • No refunds or reschedules will be offered.

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6. Refunds

  • Refunds are only issued for cancellations made within the required 24-hour notice period.

  • Refunds will be processed within 5-7 business days to the original payment method.

  • Class bundles are non-refundable. However, exceptions may be made at the studio’s discretion in cases of special circumstances.

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7. Studio Policies

  • Clients confirm they are fit and healthy to participate in Reformer Pilates. Any relevant health issues must be disclosed to the instructor prior to class.

  • Please arrive on time. Clients arriving more than 5 minutes after class start time may not be admitted for safety reasons, and the session will be forfeited.

  • Grip socks are encouraged but not mandatory. Clients may go barefoot, but non-grip socks are not permitted on the reformer for safety reasons.

  • Luna branded grip socks are available to purchase at the studio.

  • Participants must be 16 or over, with parental or guardian consent if under 18.

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8. Changes to Booking Policy

  • Luna Reform reserves the right to modify this Booking Policy at any time. Changes will be posted on our website, and continued use of our services will indicate acceptance of the updated terms.

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9. Contact Us

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Last updated: 18th April 2025

Cancellation Policy

This Cancellation Policy outlines the terms for cancelling or rescheduling Reformer Pilates classes at Luna Reform.

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1. How to Cancel

  • Cancellations can be made via our website, the Fit by Wix app, or by contacting us directly. Please ensure you receive confirmation of your cancellation to avoid any disputes.

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2. Cancellations

  • Cancellations made at least 24 hours before the scheduled class qualify for a full refund or class credit.

  • Cancellations made within 24 hours of the class are non-refundable and non-transferable.
     

3. Rescheduling Bookings

  • You may reschedule a class if done more than 24 hours in advance. This is managed automatically by our booking system.

  • Clients may transfer a booking to another person if they are unable to attend, provided the studio is informed in advance.

  • Missed or late-cancelled classes cannot be rescheduled or refunded.
     

4. No-Shows

  • Failure to attend a class without cancellation will result in forfeiture of the session.

  • Repeated no-shows may result in restrictions on future bookings.


​5. Class Bundles and Memberships

  • Class Bundle Holders: If cancelled within the required notice period, your class pass is unaffected. Late cancellations or no-shows will result in one class being deducted.

  • Membership Holders: Same cancellation rules apply. Late cancellations or no-shows will deduct one session or incur an extra charge, depending on your plan.

     

6. Studio-Initiated Cancellations

  • In cases of unforeseen circumstances (e.g. instructor illness), Luna Reform may cancel or reschedule a class. Affected clients will be notified and offered a rescheduled class, class credit, or refund.

 

7. Refunds

  • Refunds are only issued for cancellations made within the notice period and will be processed within 5–7 business days.

  • Refunds are not available for group or private class bundles unless exceptional circumstances apply, at the studio’s discretion.
     

8. Exceptions

  • Exceptions may be made for emergencies or extraordinary circumstances. Please contact us if you believe your case qualifies.

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9. Changes to Cancellation Policy

  • Luna Reform may update this policy at any time. Updates will be posted on our website and take effect immediately.

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10. Contact Us

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Last updated: 18th April, 2025

Class Bundle Policy

​This Class Bundle Policy outlines the terms for purchasing, redeeming, and using class bundles at Luna Reform. ​

 

1. How to Book

Bundle credits can be redeemed to book classes via our website or the Fit by Wix app. Please ensure you are logged into the account associated with your bundle purchase when securing your spot on the reformer.

 

2. Validity and Expiration

Please ensure all class credits are booked and attended before your bundle's expiration date. Following this date, any remaining credits are automatically forfeited and cannot be extended, rolled over, or refunded under any circumstances.

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3. Cancellations and No-Shows

Cancellations or reschedules must be made at least 24 hours before your scheduled class to retain your session credit. Late cancellations (made within the 24-hour window) and no-shows will result in the full loss of that session from your bundle.

 

4. Transferability and Sharing

Class bundles are linked to the purchaser’s account and cannot be transferred between accounts. Clients

 

​5. Restrictions

Bundle credits are valid for standard scheduled classes and cannot be exchanged for cash, account credit, merchandise, or gift cards. Special events or workshops may be excluded from standard bundle redemption.

 

6. Policy Violations

Luna Reform reserves the right to suspend, refuse, or cancel any bundle or booking if we suspect fraudulent activity or a violation of this policy.

 

7. Refunds and Returns

Class bundles are strictly non-refundable and cannot be returned once purchased. This applies to both fully unused and partially used bundles.

 

8. Exceptions

Exceptions regarding expiration dates or transferability may be made for exceptional circumstances, strictly at the studio’s discretion. ​

 

9. Changes to Class Bundle Policy

Luna Reform may update this policy at any time. Updates will be posted on our website and take effect immediately. 

 

10. Contact Us

If you have any questions about this Class Bundle Policy, please email us at: hello@lunareform.co.uk

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Last updated: 18th April, 2025

Gift Card Policy

​This Gift Card Policy outlines the terms for purchasing, redeeming, and using gift cards at Luna Reform. ​

 

1. How to Redeem

Gift cards can be redeemed for classes or bundles via our website or the Fit by Wix app. Please ensure you have your unique gift card code ready at the time of booking. ​

 

2. Validity and Expiration

Gift cards are valid for 6 months from the date of purchase. Any unused balance remaining after the expiration date will be forfeited and cannot be refunded or credited.

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3. Usage and Balance

Gift cards may be used for full or partial payments. If a purchase exceeds the gift card balance, the remaining amount must be paid with another payment method. Any remaining balance will be stored on the card for future use. Gift cards are not reloadable.

 

4. Lost or Stolen Cards

Please treat your gift card like cash. Luna Reform is not responsible for lost, stolen, damaged, or destroyed cards, or for any unauthorised use. Failure to present the gift card code at the time of redemption may result in the refusal of service.

 

​5. Restrictions

Gift cards cannot be exchanged for cash or credit. Gift cards cannot be used to purchase other gift cards.

 

6. Fraud

Luna Reform reserves the right to refuse, cancel, or hold for review any gift card if we suspect fraud, unlawful activity, or a violation of this policy.

 

7. Refunds and Returns

Gift cards are non-refundable and cannot be returned once purchased. Items or class packs purchased with a gift card may be returned strictly in accordance with our standard Return Policy. Refunds for such items will be issued as store credit.

 

8. Exceptions

Exceptions regarding expiration dates or transferability may be made for exceptional circumstances, strictly at the studio’s discretion. ​

 

9. Changes to Gift Card Policy

Luna Reform may update this policy at any time. Updates will be posted on our website and take effect immediately. 

 

10. Contact Us

If you have any questions about this Gift Card Policy, please email us at: hello@lunareform.co.uk

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Last updated: 7th December, 2025

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