Terms of Service
Five things to know
- Cancel 12 hours or more before class and it's free. Later than that, you lose the class. Don't turn up at all and there's also a £5 fee.
- Arrive 10 minutes early and bring grip socks. Our doors lock 5 minutes after class starts.
- Tell your instructor about any injury, pregnancy or health condition before every class.
- Credits expire. See the table below.
- Memberships are monthly with no minimum term. Cancel any time in the app or on our website.
Who we are
Wild Fox Pilates Limited, 5 to 7 Canford Lane, Westbury-on-Trym, Bristol BS9 3DB. Registered in England and Wales, company number 16976197.
These terms cover bookings, classes, packs, memberships, 1:1s, gift cards and texts. You agree to them when you create an account or buy anything, online, in the app or at the studio.
Questions? Email hello@wildfoxpilates.co.uk. We usually reply within one working day.
Booking
Credits. Each class you buy is a credit in your account. One credit books one place in one class. Memberships give you a set number of classes each month.
How far ahead. Members can book 10 days ahead. Everyone else can book 7 days ahead.
Where. Book, change and cancel in the app or on our website. We can't cancel bookings by text or email.
Coming to class
New to reformer? Your instructor will set you up and show you what to do.
Arriving. Arrive 10 minutes early, especially for your first class. Our doors lock 5 minutes after class starts, because joining after the warm-up isn't safe. If you miss that, it counts as a late cancel: you lose the class but there's no fee.
What to bring. Grip socks (required, and on sale at the studio), comfortable clothes and water.
Age. 16 and over. See Under 18s below.
Cancelling and no-shows
| When | What happens |
|---|---|
| You cancel 12 hours or more before class | Free. The credit goes back into your account. |
| You cancel less than 12 hours before, or arrive more than 5 minutes late | You lose the credit. No fee. |
| You don't turn up | You lose the credit and pay £5. |
For members, a lost credit comes out of that month's classes, and no-shows pay the £5 too.
The £5 fee. By saving a card to your account, you agree we can charge it £5 for a no-show without asking you again. We'll email a receipt. If the charge fails, you can't book until it's paid. We never charge it if we cancel or change the class.
Exceptions. If something serious happens, tell us. We may waive a fee or extend credits. That's our call each time and doesn't change these terms.
Waitlists
Join a waitlist only if you're happy to be booked in.
- Up to 2 hours before class, the first person on the waitlist is booked in automatically when a spot opens. We'll text and email you.
- If you're booked in 12 hours or more before class, you can still cancel free up to 12 hours before.
- If you're booked in less than 12 hours before class, you're already inside the cancellation window. Cancelling then, or not turning up, follows the normal rules in the table above.
- Less than 2 hours before class, nobody is booked in automatically. We may text everyone on the waitlist and the first to book gets the spot.
If your plans change, leave the waitlist.
If we cancel or change a class
If we cancel a class, we'll text and email you and your credit goes back (members get the class back that month).
We may change the instructor, time or class type. If a change doesn't suit you, cancel free, even inside 12 hours.
If a reformer breaks, we'll move you or return your credit. If we close for more than 7 days in a row, we'll extend credits and pause memberships for the same time. If we close for good, we'll refund unused credits and any membership time you've paid for but not had.
Packs, intro offers and expiry
Credits expire as below, counted from the day you buy unless stated.
| What you buy | Use it within |
|---|---|
| Drop-in (1 class) | 30 days |
| Founder intro (3 classes, first-timers only, on sale until 21 November 2026) | By 7 December 2026 |
| Intro offer (3 classes, first-timers only, from when the founder intro ends) | 28 days |
| Class pack (10 classes) | 6 months |
| Private pack (3 1:1s) | 6 months |
Intro offers are for people who've never been to a class with us, including as a guest. One per person.
Prices include VAT, and you'll see the price before you pay. You pay the price at the time you buy. Later price changes don't affect credits you already have.
Expired credits can't be refunded or extended, unless the law requires it or we've agreed to.
Sharing a class pack. You can use class pack credits to book friends in. Each friend needs their own account and must sign our waiver and health questionnaire before class. Their late cancels and no-shows come off your pack and card. Memberships, intro offers and 1:1 credits can't be shared. A guest visit counts as a first visit, so a friend who's new to us should buy the intro offer instead.
1:1s
1:1s are sold in packs of three. Cancel at least 24 hours before to keep the credit. Later than that, or if you don't turn up, the 1:1 is used. There's no extra fee. If you're late, we still finish on time.
Gift cards
Gift cards have a money value and last 12 months from purchase. You can spend them on anything we sell, including the intro offer if you're new to us. Once added to your account, the balance can only be spent with us. It can't be exchanged for cash.
Memberships
Prices. 4, 8 or 12 classes a month. You'll see the price before you join.
Billing. Paid monthly by card from the day you join, renewing on the same date each month until you cancel. Unused classes don't roll over.
Cancelling. No minimum term. Cancel any time in the app or on our website. Your membership stays active until the end of the month you've paid for, and no further payments are taken.
Pausing. Up to 2 months in any 12. Ask at least a day before your billing date. You're not charged while paused, your billing date moves back by the length of the pause, and classes booked during the pause are cancelled. Need longer, for example for an injury or a new baby? Ask us.
Missed payments. If a payment fails, we'll tell you and you can't book until it's paid. Your membership keeps running, so missed payments are taken once your card is updated. If you want to stop, tell us.
Price changes. We'll email you at least 30 days before a price change. You can cancel before it starts.
Founder memberships. Three tiers, with 25 founder places in total: 4, 8 or 12 classes a month, each for less than the standard price. Same rules as any membership. You keep your founder price for as long as you stay, including pauses and if you change tier. If you cancel and rejoin, you pay the standard price. It starts on opening day, 7 November 2026, and no payment is taken before then. If we open more than 4 weeks late, you can cancel for a full refund.
Your right to change your mind
If you buy online or by phone, you have 14 days to cancel. This doesn't apply to purchases made at the studio. For founder memberships, the 14 days start when you sign up.
To cancel, email hello@wildfoxpilates.co.uk within 14 days. We'll refund the card you paid with within 14 days.
If you choose to start classes within the 14 days (we'll ask you to confirm this at checkout), we'll deduct what you've used and refund the rest. For example, one class used from a 10-class pack: we keep a tenth of what you paid and refund the rest. For memberships, we deduct the classes you've had. Once every class in a pack is used, you can't cancel it.
Health and safety
Before your first class, fill in our health questionnaire and sign the waiver.
Before every class, tell your instructor about any injury, pregnancy, recent surgery or health condition, even if you've told us before. If you're unsure whether Pilates is right for you, check with your GP or physio.
Pregnancy. Tell us before you book so we can suggest suitable classes. After having a baby, wait until you've been cleared to exercise at your postnatal check (usually around 6 weeks, longer after a caesarean).
In class, follow your instructor and stop if anything hurts. We may ask you to modify an exercise or sit out if we think it isn't safe for you.
Your health information. We ask for your explicit consent to hold it. Only our instructors and studio team see it, and only to keep you safe. We never use it for marketing or share it. You can ask us to update or delete it, but we may then be unable to let you do some exercises.
Our responsibility. We teach every class with reasonable care and skill. Exercise carries some risk. Nothing in these terms limits our liability for injury caused by our negligence, or anything else the law doesn't let us limit. We're not responsible for your belongings unless they're lost or damaged through our fault.
Studio rules
Phones on silent and put away. Wipe down your reformer after class. Be considerate. Don't photograph or film other people without asking.
We may end a pack or membership if someone is abusive, unsafe or repeatedly breaks these terms. We'll explain why and refund any unused part.
Under 18s
16 and 17 year olds need a parent or guardian's consent before their first class, which we keep on file. Memberships, and anything that saves a card for fees, must be bought by a parent or guardian, who agrees to these terms on their behalf. We don't send marketing to under-18s.
Photos and video
We sometimes take photos and videos in the studio for our website and social media. If you don't want to appear, tell your instructor before class or email us and we'll keep you out of shot. No reason needed. To have a published photo taken down, email us. We don't photograph or film under-18s without a parent or guardian's consent.
Text messages
In short: most of our texts are about your bookings. We only send news and offers if you've opted in, never more than 4 a month, and you can reply STOP at any time. The wording below is required by our text provider.
- Programme description. By giving us your mobile number, you agree to receive recurring automated text messages from Wild Fox Pilates ("we", "us", "our") about your bookings, including confirmations, reminders, waitlist updates, and account and payment alerts. We'll only send news and offers if you've opted in, by ticking the box when you sign up or buy, or in your account settings. The box is never ticked for you. Consent to receive marketing messages is not a condition of any purchase. Every text comes from Wild Fox Pilates.
- Message frequency. Booking texts depend on how often you book. News and offers: no more than 4 messages per month. Message frequency may vary depending on your activity and interactions with us.
- Message and data rates. Message and data rates may apply. Charges are billed by and payable to your mobile service provider. Please contact your mobile network for details about your messaging plan.
- How to opt out and get help. Reply STOP to any news-and-offers text and we'll stop sending them. You'll receive a one-time confirmation message. Booking texts will continue; to stop those, change your notification settings in your account or email us. To rejoin, reply START or tick the box again. For help, reply HELP to any of our messages or email hello@wildfoxpilates.co.uk.
- Carrier liability disclaimer. Carriers are not liable for any delayed or undelivered messages.
We won't share your mobile number with anyone for their marketing. Privacy policy: wildfoxpilates.co.uk/privacy
Your data and account
Your data. See our privacy policy for what we hold, who processes it, how long we keep it and your rights, including how to complain to the Information Commissioner's Office.
Payments are handled by Stripe. We never see or store your full card number.
Emails. We only send marketing emails if you've opted in. Every one has an unsubscribe link.
Deleting your account. In the app, go to Profile, Personal Information, Delete Account, or email us. Cancel any upcoming bookings and let any membership end first. We keep the sales records the law requires.
Complaints
Email hello@wildfoxpilates.co.uk. We'll reply within 5 working days.
Changes to these terms
We may update these terms for changes in the law, our systems or how we run the studio. We'll email you at least 30 days before any change that affects you. Members who don't want to continue can cancel before it takes effect. Changes never affect packs you've already bought.
Legal
If any part of these terms is found invalid, the rest still applies. These terms are governed by the law of England and Wales.
Wild Fox Pilates Limited
Registered in England and Wales, company number 16976197
Registered office and studio: 5 to 7 Canford Lane, Westbury-on-Trym, Bristol BS9 3DB
Email: hello@wildfoxpilates.co.uk