BOOKING & CANCELLATION POLICY.
PFI’s booking and cancellation policy are in place to allow everyone fair access to the class timeslots they wish to attend.
GROUP CLASS BOOKINGS
Bookings are essential for all classes.
Your class bookings can be easily managed (booked, changed and cancelled) from one place; simply click the Book A Class button and select Client Login to get started.
If a class is full you will be offered a place on the waitlist. When/if another client cancels out before the late cancellation window, the first person on the waitlist is sent a text message offering them the space in the class and they have 50 minutes to respond or the text is sent to the second person on the waitlist and so on. If you are on a waitlist please ensure you are ready to go! If there is a chance you will be unable to attend, please take yourself off the list. You can manage a waitlist class from your schedule just like a regular booking.
Within the late cancellation window (see below) if a client cancels, everyone on the waitlist will be contacted and the first person to respond will get the spot. If you have used all of your credits or allocated classes, you will not be able to get into the class off the waitlist. Please ensure you cancel out of another class before accepting the spot. Alternatively, you can join the waitlist with your card details that way you get charged an extra casual class if you plan to use up your allocated classes.
GROUP CLASS CANCELLATIONS
Classes (both in-studio and live online) with a start time of 8am or later: Cancellation at least 4 hours prior to class, no fees or charges will be applied and your booking allocation will be credited back to your account. Cancellations outside of this timeframe will be classed as a ‘Late Cancellation’.
Classes (both in-studio and live online) with a start time before 8am: Cancellation before 9pm the evening prior to the class, no fees or charges will be applied and your booking allocation will be credited back to your account. Cancellations outside of this timeframe will be classed as a ‘Late Cancellation’.
A ‘No Show’ is defined as a client not arriving to a group class (both in-studio and live online) that has been pre-booked. A $25 fee will be charged to the client’s nominated membership payment account for each occurrence.
For Late Cancellation, a $15 fee will be charged to the client’s nominated membership payment account for each occurrence.
For our Matwork and Barre Membership, All Access 1 x Week, 2 x Week or 3x Week Memberships or class pack holders, your class booking will be deducted from your pack or Membership class allocation in the event of a Late Cancellation or No Show and no further fee will be charged.
For our All Access 4x Week or Unlimited Memberships or Pregnancy Memberships, the above ‘No Show’ and Late Cancellation fees will apply and your class will be returned to your account for your usage within you allocated payment period.
STUDIO BOOKINGS
Bookings are essential for studio appointments.
Your studio bookings can be easily managed (booked, changed and cancelled) from one place; simply click the Book A Class button and select Client Login to get started.
Not all studio appointment times are offered online and arrangements can be made for a time that suits you. To discuss your Studio booking, simply give us a call on 9330 8900 or contact us.
STUDIO CANCELLATIONS
Studio appointments have a 24-hour cancellation window: this is to provide ample time for our team to offer your spot to another client and remedy any scheduling imbalances. Cancellation less than 24-hours before your scheduled Studio appointment will incur full charge.
Our cancellation policy has been structured this way to best protect our Instructors’ time and ensure all clients enjoy fair access to classes across the timetable.
To avoid unwanted charges, please jump online to cancel your bookings or call us on (08) 9330 8900 at least 24 hours prior to your appointment start time and we’ll cancel your session for you.
Please note that each case is unique and election to make a specific offer in one instance does not create the obligation to do so in another.
Membership SUSPENSION.
In the event of illness, injury, prolonged absence or anything else that takes you away from your regular Pilates routine; Members have the option of pausing their Membership direct debit.
Members are asked to complete and submit an application form online, at minimum two (2) weeks ahead of their elected suspension dates. You may only suspend four (4) weeks total, per calendar year with a minimum suspension period of one (1) week, and a maximum suspension period of four (4) weeks.
Supporting documentation must be provided to evidence injury or other extenuating circumstances.
Suspensions in excess of the 4 week allocation may incur a suspension fee of $20 per week (7 days).
A Maternity suspension is available for those on a Pregnancy Membership, with an initial 3-month suspension available specific to this membership.
If you terminate your Membership after a suspension period and later wish to recommence, the return rate will be determined according to current membership prices.
Suspension requests lodged via email will not be considered; please complete the online form (below). Once you have completed and submitted the form, our team will take your application under consideration and get back to you ASAP.
Membership CANCELLATIONS.
If you need to cancel your membership, we ask you to provide a minimum of two (2) weeks notice. Minimum term fees may apply based on your membership. If you have any questions regarding membership terms, please contact our team at info@pfiwa.com.au.
Cancellations will be set the day before your next billing cycle; so you can continue to use your membership until then.
Please note that if you cancel your membership and return at a later date, your return rate will be determined by current membership prices at the time of return.
Membership cancellation applications lodged via email will not be considered. Please complete and submit the online form (below).
REFUNDS & RETURNS POLICY.
If for any reason you are not satisfied with your purchase, our team is here to help. Please contact us either by phone or email to explain the problem and we will work with you to find a solution.
Refunds, account credit or transfer of credit are offered only in select circumstances and at the discretion of PFI’s Directors.
Refunds, account credit or transfer of credit are not available for Memberships that are cancelled in the middle of a payment period. In this case, you will continue to have access to classes until the end of that payment period.
Please note that each circumstance is unique and the election to make a specific offer in one instance does not create the obligation to do so in another.
PRIVACY POLICY.
Your privacy is important to us and our privacy policy outlines how your information will be collected, stored and used in accordance with the Privacy Act 1988 (Crh), which sets out a number of principles concerning the privacy of individuals.
COVID SAFETY POLICY.
Please refer to the current WA Government guidelines and directives for the most up-to-date requirements for attending the Studio.
With a huge 600sqm facility, our class capacities more than cater for our venue capacity requirements as set by the WA Government requirements. We are continuing to ensure we are complying with all government mandates regarding capacity and any further advice of directives regarding class configuration.
We encourage everyone to ensure you are maintaining social distancing before, during and after your class.
We require everyone to book in for your classes prior to coming to the studio so that we can ensure all required capacity limits are maintained.
We encourage you to continue to make use of our waitlist function as in many instances class, places become available. We also encourage everyone to cancel themselves to allow others to take their place.
PFI HEALTH & SAFETY GUIDELINES
Please stay home if you are feeling unwell, such as any cold or flu-like symptoms.
Sanitiser is available throughout both studios.
Please wash or sanitise your hands before checking in on the iPads provided.
Please continue to follow the instructions from our team in wiping down all equipment, including reformers, mats and small props following every class.
Please bring your own mat or towel to your Mat or Barre class to place on top of the black mats provided.
Grip socks must be worn at all classes.
All classes must be booked online to assist with numbers and distancing.
We encourage social distancing and limited personal contact at all times.
Both of our studios are regularly cleaned and our staff and instructors follow strict cleaning and sanitising procedures throughout the day.