This Refund and Cancellation Policy applies to eligible classes, private sessions and services booked directly with Align Pilates Studios.It should be read alongside our Terms and Conditions.
1. The 12-Hour Cancellation Rule
You may cancel or reschedule a class booking without losing your class credit, provided the cancellation is completed at least 12 hours before the scheduled start time.For example, if your class begins at 6:00pm, you must cancel no later than 6:00am on the same day.Where a valid cancellation is completed at least 12 hours before the class:The class credit will normally be returned to your booking accountThe credit will retain its original expiry dateYou may use the returned credit to book another eligible classThe class credit will not normally be converted into a monetary refundCancelling a class does not automatically extend the expiry date of a class package, membership or credit.
2. Late Cancellations
A cancellation made less than 12 hours before the scheduled start time will be treated as a late cancellation.Where a booking is cancelled within the 12-hour period:The class credit will be deducted from your accountThe booking payment will be retainedThe session cannot normally be transferred to another dateNo replacement credit will normally be providedNo monetary refund will normally be issuedThis applies even where the space is subsequently filled by another customer.The 12-hour rule is necessary because late cancellations provide limited opportunity for Align to offer the space to another client.
3. Missed Classes and No-Shows
A no-show occurs when you do not attend a booked class and have not cancelled it through the booking system before the class begins.If you do not attend:The class credit will be deductedThe booking payment will be retainedNo replacement credit will normally be issuedNo monetary refund will normally be providedFor safety and operational reasons, arriving too late to participate may also be treated as a missed class.Clients arriving more than five minutes after the scheduled start time may be refused entry where the instructor reasonably believes that joining would be unsafe or disruptive.Clients arriving more than ten minutes after the scheduled start time will not normally be admitted.
4. How to Cancel or Reschedule
Bookings should be cancelled or rescheduled through:Your online booking accountThe cancellation link within your booking confirmationThe booking platform used to make the reservationYour cancellation is only confirmed once it has been successfully processed through the booking system.Sending a message through Instagram, Facebook, WhatsApp, text message or another social-media platform does not guarantee that your booking has been cancelled.If you experience a technical problem with the booking system, you should email us as soon as possible and provide evidence of the issue where available.Email:pilatesreformerstudioscotland@gmail.com
5. Transferring a Booking
Bookings, class credits, packages and memberships are personal to the customer who purchased them.They must not be transferred, shared, resold or given to another person without prior written permission from Align.Where permission is granted, the replacement attendee must:Be eligible to attend the selected classHave an active customer account where requiredComplete any required health and safety documentationInform the instructor of relevant injuries, medical conditions or accessibility requirementsAlign may refuse a transfer where it would create an administrative, safeguarding or health and safety concern.
6. Classes Cancelled by Align
Align may occasionally need to cancel, reschedule or materially change a class because of:Instructor illnessStaff emergenciesEquipment failureBuilding or facility issuesSevere weatherTransport disruptionUtility failureHealth and safety concernsCircumstances outside our reasonable controlWhere Align cancels a class, the affected class credit will normally be returned to your booking account.Where appropriate, we may also offer:A place in another suitable classAn extension to the affected creditAccount creditA refund to the original payment methodIf the cancelled session was booked using a class package or membership, the class credit will normally be restored rather than refunded as cash.If the session was purchased as a standalone booking and Align cannot provide the booked service or a suitable alternative, you may request a refund to the original payment method.
7. Instructor and Timetable Changes
An advertised instructor is not guaranteed.Align may substitute an instructor or make reasonable changes to:The class formatThe exercises providedThe equipment usedThe Studio areaThe advertised timetableThe class duration where operationally necessaryA change of instructor will not normally entitle the customer to a refund or replacement credit, provided the class continues to be delivered to an appropriate professional standard.Where a change materially alters the service purchased, Align will consider an appropriate alternative, credit or refund based on the circumstances.
8. Class Packages and Credits
Class packages and credits are subject to the validity period displayed at the time of purchase.Unless otherwise stated:Credits must be used before their expiry dateUnused credits do not automatically qualify for a refundCustomer cancellations do not extend a package expiry dateLate-cancelled and missed classes will be deductedPackages cannot be paused, transferred or extended without written approvalPromotional credits may be subject to separate conditionsAlign may consider a reasonable extension where a class cancelled by Align prevents a customer from using a credit before its expiry date.
9. Memberships and Recurring Payments
Memberships are subject to the price, minimum term, payment frequency and cancellation conditions displayed when the membership is purchased.Cancelling an individual class does not cancel a membership or recurring payment.Customers wishing to cancel a membership must follow the membership cancellation process specified at purchase or contact Align in writing.Unless otherwise required by law:Membership payments already due or processed are not automatically refundableUnused monthly credits do not automatically roll overLate cancellations and no-shows may result in the relevant membership credit being deductedFailure to attend classes does not automatically cancel the membershipCustomers remain responsible for managing their bookings and recurring paymentsAny applicable notice period or minimum membership term must be completed unless Align agrees otherwise or the customer has a legal right to end the agreement.
10. Private Sessions
The same 12-hour cancellation rule applies to private and one-to-one sessions unless different conditions are clearly stated when booking.Where a private session is cancelled at least 12 hours before its scheduled start time, the session may normally be rescheduled or returned as an account credit.Where a private session is cancelled less than 12 hours before its scheduled start time:The session will normally be charged in fullThe booking credit will be deductedA replacement session will not normally be providedA monetary refund will not normally be issued
11. MK Pilates and Teacher Training
All MK Pilates courses, teacher-training programmes, diplomas, educational workshops, mentoring programmes and related training services are subject to the refund and cancellation rules issued by MK Pilates/MyAcademy.Align’s standard 12-hour class cancellation rule does not apply to MK Pilates or teacher-training bookings.Before enrolling, customers are responsible for reviewing the MK Pilates/MyAcademy terms that apply to:Course cancellationsRefund eligibilityStatutory withdrawal periodsAccess to online or digital course materialsCourse transfersInstalment plansOutstanding paymentsPromotional course packagesWorkshops and educational programmesThe applicable MK Pilates/MyAcademy Refund and Cancellation Policy can be found here:View the MK Pilates/MyAcademy Refund and Cancellation PolicyThe version of the MK Pilates/MyAcademy policy in effect when the training or course is purchased will apply.Any request relating to the refund, cancellation, transfer or withdrawal from an MK Pilates or teacher-training course will be assessed under the relevant MK Pilates/MyAcademy rules rather than this general Align policy.
12. Other Courses, Workshops and Special Events
Courses, workshops, retreats, events and specialist programmes that are not provided under MK Pilates may have separate payment and cancellation conditions.Where separate conditions apply, they will be displayed or provided before purchase.The specific terms issued for that course, workshop or event will take priority over this general policy where there is a difference.
13. Medical and Exceptional Circumstances
We understand that unexpected situations can occur.Align may consider requests relating to serious illness, injury, bereavement or another exceptional circumstance on an individual basis.Depending on the circumstances, Align may offer:A booking transferAccount creditA package extensionA temporary membership pauseAnother reasonable resolutionAny exception is discretionary unless the customer has a statutory right to a particular remedy.We may request reasonable supporting information where necessary to assess the request. Customers should not send detailed or unnecessary medical records.An exception provided on one occasion does not create an automatic right to the same exception in the future.This section does not override the separate MK Pilates/MyAcademy rules applying to teacher-training courses.
14. Refund Requests
Refund requests relating to services booked directly with Align must be submitted by email to:pilatesreformerstudioscotland@gmail.comPlease include:Your full nameThe email address connected to your booking accountThe relevant class, package or serviceThe booking or purchase dateThe reason for the requestAny relevant supporting informationRequests will be reviewed individually and in accordance with:This policyOur Terms and ConditionsThe conditions displayed at purchaseApplicable consumer lawSubmitting a refund request does not guarantee that a refund will be approved.Refund and cancellation requests relating to MK Pilates or teacher-training services will be handled under the applicable MK Pilates/MyAcademy policy.
15. Approved Refunds
Where a monetary refund is approved:It will normally be returned to the original payment methodWe may request additional information to identify the transactionProcessing times will depend on the booking platform, payment provider and customer’s bankAlign is not responsible for delays caused by a bank or payment provider after the refund has been submittedWe will not normally issue cash refunds for transactions originally paid by card or through an online payment provider.
16. Online Purchases and Consumer Rights
Some online purchases may carry statutory cancellation rights.Different rules may apply depending on whether the purchase relates to:A class booked for a specific date and timeA class packageA membershipA course or eventA service that has already begunDigital course content that has already been accessedA service that has already been fully providedWhere a statutory cancellation right applies, Align will honour that right.Where you ask Align to begin providing a service during a statutory cancellation period, Align may deduct the value of any services already provided where permitted by law.MK Pilates and teacher-training purchases remain subject to the separate MK Pilates/MyAcademy policy and any statutory rights that apply.Nothing in this policy removes or restricts your statutory consumer rights.
17. Refunds Where Align Cannot Provide the Service
Where Align cancels a service and cannot provide the booked service or a reasonable alternative, customers will be offered an appropriate remedy.Depending on how the booking was purchased, this may include:Restoring the class creditExtending the package validity periodMoving the booking to another sessionProviding account creditRefunding the amount paid for the affected serviceAlign will not retain payment for a service that it cannot provide where doing so would breach the customer’s statutory rights.
18. Chargebacks and Payment Disputes
Customers should contact Align before raising a chargeback or payment dispute so that we have an opportunity to review and resolve the issue.Raising a payment dispute does not automatically cancel:A class bookingA class packageA membershipA recurring payment agreementA teacher-training enrolmentAny outstanding contractual obligationsAlign and any relevant course provider may provide the booking platform, payment provider or bank with appropriate transaction and booking records when responding to a payment dispute.
19. Changes to This Policy
Align may update this policy to reflect changes to:Our servicesOur booking platformOur timetableOur membership structureConsumer lawOperational requirementsThe current version will be published on our website with its latest update date.Changes will not remove statutory rights or unfairly alter a confirmed booking.
20. Contact Details
Questions about Align class cancellations, credits or refunds should be sent to:Align Pilates Studios Grove House Tannochside Business Park Kilmartin Place Uddingston G71 5PHEmail: pilatesreformerstudioscotland@gmail.com
Policy Summary
Cancel at least 12 hours before your class to have the credit returnedCancel less than 12 hours before the class and the credit will be lostNo-shows will lose the relevant credit or booking paymentBookings must be cancelled through the booking systemCustomer cancellations normally receive credit rather than a cash refundIf Align cancels a class, the credit will be restored or another appropriate remedy offeredMK Pilates and teacher-training bookings follow the separate MK Pilates/MyAcademy rulesStatutory consumer rights are not affected