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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 directly through the Bsport app.

  • Clients must create a Bsport 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

  • To ensure you receive personalised instruction, our group classes are strictly limited to a maximum of 6 clients. Classes are booked on a first-come, first-served basis.

  • If a class is full, we highly recommend joining the waitlist. If a space becomes available, you will be notified automatically and given a limited window to confirm your spot.

  • A minimum of 2 clients is required for a group session to proceed. 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 the class credit back to your account.

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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 Bsport booking system.

  • Clients may also transfer their booking to another person if they are unable to attend, provided you 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 start time to retain your class credit.

  • Because our class sizes are so small, late cancellations within 24 hours are strictly non-refundable and non-transferable.

  • Refer to our Cancellation Policy for full details.

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5. No-Shows & Late Arrivals

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

  • Late Arrivals: Please arrive on time. If you are more than 5 minutes late to your class, you may be refused entry for safety reasons and to avoid disrupting the session. In this event, your class credit will be forfeited.

  • No refunds or reschedules will be offered for no-shows or late arrivals.

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6. Refunds & Class Credits

  • Please note that Luna Reform does not offer monetary refunds to your original payment method.

  • For cancellations made within the required 24-hour notice period, your class credit will be automatically returned to your account to be used for a future booking.

  • Class bundles and intro offers (such as our 2 classes for £40 offer) are strictly non-refundable and carry specific expiry dates. Exceptions may only 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 or injuries must be disclosed to the instructor prior to class.

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

  • Grip socks are highly recommended for safety and control on the carriage, but are not mandatory. Non-grip socks are not permitted on the reformer.

  • If you need a pair, Luna branded grip socks are available to purchase at the studio in brown or white for £7 a pair, or 2 pairs for £12.

  • Participants must be 16 or over, with parental or guardian consent required 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: September 2026

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 must be made directly via your account on the Luna Reform website or through the Bsport app.

  • Please ensure you receive a system confirmation of your cancellation to avoid any disputes or lost credits.

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2. Standard Cancellations

  • Cancellations made at least 24 hours before the scheduled class start time qualify for a full class credit return to your account.

  • Because our group classes are strictly limited to 6 clients, cancellations made within 24 hours of the class are considered late cancellations and are strictly non-refundable and non-transferable.
     

3. Rescheduling Bookings

  • You may automatically reschedule a class via our Bsport booking system if done more than 24 hours in advance.

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

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

4. No-Shows & Late Arrivals

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

  • To protect the focus of the class, late arrivals of more than 5 minutes may be refused entry, resulting in a forfeited session.

  • Repeated no-shows may result in booking restrictions on your account.


​5. Class Bundles and Memberships

  • Class Bundle Holders: If cancelled within the required 24-hour notice period, your class pass remains on your account. Late cancellations or no-shows will result in one class being deducted from your bundle.

  • Membership Holders: The same strict 24-hour cancellation rules apply. Late cancellations or no-shows will automatically deduct one session from your monthly allowance.

     

6. Studio-Initiated Cancellations

  • In cases of unforeseen circumstances (e.g., instructor illness or emergencies), Luna Reform may cancel or reschedule a class.

  • Affected clients will be notified immediately and will have their class credit automatically returned to their account.

 

7. Refunds & Class Credits

  • All eligible refunds are issued as class credits to your Luna account. Please note we do not provide cash or card refunds.

  • Purchases of the Luna Intro Offer, class bundles, and recurring memberships are strictly non-refundable once purchased.
     

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: September 2026

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 directly via our website or your Bsport account.

  • 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 specific expiration date.

  • Following the expiration date, any remaining credits are automatically forfeited and cannot be extended, rolled over or refunded.

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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.

  • Because our group classes are strictly limited to an intimate 6-client capacity, 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 solely to the purchaser’s account.

  • Credits cannot be transferred between accounts or shared with other clients.

 

​5. Restrictions

  • Please note that the Luna Intro Offer, as well as our standard 5, 10, and 20 Class Credit bundles, are valid for Group Classes only.

  • Private 1:1 and Duo 2:1 sessions require their own specific class credits.

  • Bundle credits cannot be exchanged for cash, account credit, merchandise (such as our Luna Grip Socks), or gift cards. Special events or workshops may also 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

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Last updated: September 2026

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 class credits, bundles, or merchandise via our website or directly through your Bsport account.

  • Please ensure you have your unique gift card code ready at the time of checkout.

 

2. Validity and Expiration

  • Gift cards are valid for exactly 6 months from the date of purchase.

  • Any unused balance remaining after the expiration date will be automatically forfeited and cannot be refunded, extended, or converted to account credit under any circumstances.

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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 accepted payment method.

  • Any remaining balance will be securely stored on the gift card code for future use. Gift cards are not reloadable.

 

4. Lost or Stolen Cards

  • Please treat your gift card code like cash. Luna Reform is not responsible for lost, stolen, damaged, or destroyed codes, or for any unauthorised use.

  • Failure to present the valid gift card code at the time of redemption will result in the refusal of the discount.

 

​5. Restrictions

  • Gift cards cannot be exchanged for cash or transferred into a cash refund.

  • 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 strictly non-refundable and cannot be returned or cancelled once purchased.

  • Items (such as our Luna Grip Socks) or class bundles purchased with a gift card may be returned strictly in accordance with our standard policies. Any eligible refunds for purchases made with a gift card will be issued strictly as class credits or studio account credit, never to a bank card.

 

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

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Last updated: September 2026

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