CLINIC & STUDIO POLICIES

We know that life is busy and unpredictable at times so we operate a 24 hour cancellation policy for all bookings – Physiotherapy, Rehab therapy, Massage, Pilates 1 to 1 and classes.

All cancellations or changes should be communicated to our reception (by phone or email) or can be managed online via your account.

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• Late cancellations: Cancellations or changes made within 24 hours of the booking are considered late cancellations and you will be charged in full or processed from your pre-paid credit.

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• Waitlist: Where able, if we have a waitlist and you cancel within the 24 hour period we will endeavour to fill your space and issue you a credit to rebook.

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• Early cancellations: Cancellations or changes made before 24 hours of the booking time are considered early cancellations and are eligible for a full credit.

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• Missed appointments or classes: or what we call ‘did not attends’ (DNAs), also result in a charge for the full cost of that appointment or class.

Please arrive 5 minutes before class or your appointment and check in with our reception.

• In the case of classes, for safety reasons, you will be not permitted to join class if you are more than 10 minutes late.

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• For 1 to 1 sessions, our instructors will allow up to 30 minutes for late arrivals.

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• For your Physiotherapy appointments,  please be no more than 15 minutes late as this will result in a loss of treatment time. 

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• Lateness of more than 10 minutes for a class, 30 minutes for a 1 to 1 or 15 minutes for Physiotherapy will result in a loss of private credit and access to session.

We operate a wait list for all classes so that when a class is full, you can book yourself onto the waitlist. If you put yourself on the waitlist you should plan to attend class. You can join the waitlist for any class up to 1 hour before the start time of class. You will be contacted via our app and by text message if a space becomes available, the space will go to the first response.

All service and class packages are subject to the terms of their validity period as follows:

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Studio Plans

10x Class Bundle: 6 months

Monthly Memberships (All Or Nothing! & Best of Everything!): 1 month

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Physiotherapy Treatment Plans

Essential: 12 months

Signature: 18 months

Premium: 24 months

All Pivot services and packages are non-refundable or exchangeable. All sales are final.  Pivot Therapies does not offer returns or refunds to original form of payment. Exchanges for the same value may be made for credit within 14 days of purchase.

Children under the age of 16 years are not permitted into classes unless they’re booked into 1 to 1 sessions. In the event of unforeseen circumstances where you have to bring your child to the studio, you are responsible for supervising your child and respecting your fellow clients.

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Children under the age of 18 attending appointments must be accompanied by a parent or guardian. In cases where this is not feasible, Pivot will arrange for a chaperone to accompany the child. For children aged 16 to 18, they may choose to decline a chaperone, which will be duly noted. However, the treating therapist retains the final decision regarding the need for a chaperone. Should a child decline a chaperone when requested by the treating therapist, the appointment will be rescheduled to allow for the presence of a parent or guardian.

If you feel you would like a chaperone present at your consultation please either inform reception or speak to your clinician who will be more than happy to arrange this for you.

If you are pregnant, we advise you to undertake private sessions with one of our specially trained Pilates instructors. You are welcome to join our general classes but please be aware these may not be specific to your needs. 

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• Prenatal clients are recommended to participate in 1:1 classes from the second trimester onwards.

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• Postnatal clients are required to receive verbal permission from their obstetrician, General Practitioner, or midwife prior to commencing Pilates.

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• You will be required to complete our specialised Medical Form and either our Pregnancy or Postnatal exercise form prior to attending to attending your Pilates assessment or first class.

At Pivot Therapies, we’re committed to providing a safe, supportive and inclusive environment and have a zero tolerance policy against hate speech, discrimination or harassment based on sex, colour, race, religion, age, disability, marital status, or any other status protected by applicable law.

At Pivot Therapies, we think and act with positivity, consideration and mutual respect for others. We have a zero tolerance policy against harassment towards any Pivot. staff member, student or fellow client. Such behaviour may result in you being ask to leave Pivot Therapies.

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Harassment is defined as any act or behaviour that annoys, threatens, alarms, or instills fear in a person based on a protected characteristic, including their race, gender, religion, age, national origin, or disability which affects the person’s learning opportunities, or unreasonably interferes with the person’s work performance, or has the purpose or effect of creating an intimidating, hostile or offensive environment.

At Pivot Therapies, we think and act with positivity, consideration and mutual respect for others. We have a zero tolerance policy against harassment towards any Pivot. staff member, student or fellow client. Such behaviour may result in you being ask to leave Pivot Therapies.

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Harassment is defined as any act or behaviour that annoys, threatens, alarms, or instills fear in a person based on a protected characteristic, including their race, gender, religion, age, national origin, or disability which affects the person’s learning opportunities, or unreasonably interferes with the person’s work performance, or has the purpose or effect of creating an intimidating, hostile or offensive environment.

For safety and hygiene, socks are required for all classes and appointments. Grip socks are encouraged and are available for purchase at reception.

Pivot Therapies is not responsible for personal items. All lost property will be donated/disposed of on a monthly basis.

We are cashless. Please remember to bring your contactless payment card or pay online for classes.

Pivot does not allow pets into the centre for hygiene, health and safety reasons.