Terms & Policies
Reservation & Payment Policy
All purchases of Pilates Classes & Packages, Massage & physiotherapy appointments are strictly non-refundable and non-transferable. Purchases may be exchanged for alternative services provided by Queen St Pilates Studio equal to the remaining value of your original purchase.
All pilates classes are to be paid for in advance, prior to the start of your block of classes. If you are a regular continuing client prior to the first class of your new block of classes. You will not be able to book yourself into a class using the mobile app or online until you make a purchase.
All purchases can be made either online, in person at the studio by Cash, Eftpos, Visa or Mastercard or by credit card over the phone please Contact Us or visit our online store.
We also provide Automatic Direct Debit Packages and payment plans to assist customers who prefer the convenience to pay by Credit Card or from your Bank Account automatically with 4 weekly payments.
For all direct debit contracts please ensure there are sufficient funds available in your nominated account or credit card for your payments to be taken, if there are insufficient funds or payments are defaulted for any reason you will be charged a $14.80 dishonour fee directly of from our merchant Ezidebit. Unfortunately this charge is out of our control and if this does happen and you feel this charge was is in error you will need to contact Ezidebit customer service directly yourself to resolve the issue.
Ezidebit Customer Service 1300 763 256
Ezidebit Transaction lookup https://lookup.ezidebit.com.au
Class Cancellation Policy
Queen St Pilates has a strict 24 Hour Cancellation Policy, any cancellations made within 24 hours before your class will be charged as if you attended and deducted from your series or block. If you call or email us outside the 24 hour period before your class you will not be charged and the class will not be deducted from your block. You can cancel yourself out of class conveniently online via your personal account at any time. Please do not hesitate to contact us if you require assistance setting up you login or navigating the online system.
Instructor Substitution
Queen St Pilates reserves the right to substitute instructors of any Pilates class as required. This is usually due to instructor illness or our instructor is unexpectedly unavailable for personal reasons.
Package Class Expiry
All Pilates classes bought casually or in blocks of 5, 10 or 20 classes are valid for 6 months from date of purchase, any classes not used within the 6 month period will expire & are forfeited. Please contact the studio 14 days prior to the end of the 6 month expiry period to discuss an extension if required. All extension requests will be assessed on a case by case basis & granted when appropriate based on your circumstances.
All classes bought in our new 4 , 12, 24 and 48 week packages are valid for 60 days from date of purchase. Any classes remaining in your personal account after the package has ended will expire after 30 days.
With our 4 week 2 & 3 classes per week - Auto Renewing contracts, the classes purchased each 4 weeks must be used within 4 weeks (28 days) from the date of purchase. Any unused classes at the end of the 4 weeks will expire and will not roll over into the following period.
Direct Debit Contract Packages Pausing Periods
If you have purchased one of our 12, 24 or 48 week Pilates packages and you are planning to be away during your package, you can request to pause your package.
12 week packages = maximum 2 x 7 day pauses (14 days total)
24 week packages = maximum 2 x 7 day pauses (14 days total)
48 week packages = maximum 2 x 14 day pauses (28 days total)
Any subsequent pause requests will incur a $30.00 Administration fee.
All pause request are to be submitted in writing via email 14 days prior to the pause date. Once the pause period has ended your package will automatically recommence.
All unused classes are listed on your personal account, you can access your account by logging in online at any time from our website.
If you would like more information regarding how to access your personal account please contact the studio by phone or email and we can assist you access your account.
Direct Debit Contract Package Cancellation
When purchasing one of our 12 week, 24 week or 48 week packages you are signing up for a commitment of the duration of the package either 12, 24 or 48 weeks. These packages were created so we can offer the most competitive price per class, the longer the commitment the cheaper the price. The minimum commitment when purchasing of these packages is 2 x 4 week blocks. If you decide to cancel the package after the minimum 8 week period but before the end of the contract you will be charged $12.50 per week remaining on your package e.g. If you purchase a 12 week package and decide to cancel after 8 weeks you will be charged a $50.00 cancellation fee.
To cancel one of our 12 week, 24 week or 48 week packages you must notify us in writing via email at enquiries@queenstpilates.com 30 days before your direct debit payment date. If do not contact us in writing 30 days prior to your scheduled payment date, you will be charged one more 4 week period then the cancellation will take effect and the cancellation fee charged.
e.g. If you purchased a 24 week package on the 15th February and decided to cancel your contract after the 16 weeks (7th of June) then you will need to notify us in writing by the 7th May. If you notified us late say on the 1st June then you will be charged once more on the 7th June and then The $50.00 cancellation fee for the remaining 4 weeks on your contract. In this case you could continue to attend classes until the 5th July.
Pensioner Rates
We offer Pensioners a huge discount on casual pilates classes that can be purchased in Blocks of 5, 10 or 20 classes. These classes can be purchased in person from one of our reception staff at the front desk. To be eligible for this discount you will need to show your Govt Pension Card when making your purchase.
Auto Renewing Packages Cancellation policy
Our 4 week 3 & 2 classes per week - Auto Renewing Contracts will automatically renew every 4 weeks and continue until further notice. The minimum commitment when purchasing of these packages is 2 x 4 week blocks (or approx. 2 months). If you do not wish to renew this contract at the end of the 4 weeks, you must notify us in writing via email at enquiries@queenstpilates.com 30 days before the the commencement of your new contract. If do not contact us in writing 30 days prior to the commencement of the new contract, your contract will automatically renew on your contract anniversary date (4 weeks from date of purchase), Then the cancellation will take effect, there is no cancellation fee for the auto renewing packages.
Clothing
Please wear comfortable clothing including socks. High quality sport socks are available to purchase at reception if you forget to bring your socks. Due to the hands on nature of Pilates it is a prerequisite that socks are worn at all times during class.
All Pilates props, Mats, pillows & towels are provided, though if you are prone to excessive perspiration please bring an addition towel to wipe or place down as required as a courtesy to your fellow class members. Thank you.