🌿 Heart & Harmony Wellness – FAQs

🌿 Getting Started

I’m completely new to Pilates — will the class be suitable for me?
Absolutely! Everyone is welcome, including beginners. Just let your instructor know when you arrive, and they’ll guide you through the class and make sure you feel comfortable.

What should I bring to class?

• Grip socks (required – available for £6 at the studio)

• A towel (for hygiene and to protect our reformer beds)

• Comfortable clothes you can move in

• Water bottle

• Your own mat if preferred (we provide mats)
  Please arrive 5–10 minutes early to settle in and relax before class.

Is Pilates safe during pregnancy?
Yes! Pilates can help build strength, stability, and relieve pregnancy aches.
Some instructors are pre/postnatal trained and will modify exercises for you.
➡️ Please get your doctor’s approval before attending.

I just had a baby! When can I start Pilates?
Usually after your GP clearance (around 6 weeks postpartum).
We also recommend a women’s health physio check for your pelvic floor and core before starting.

Are men allowed in class?
Absolutely! Wellness is for every body and every gender.

🧼 Studio Etiquette & Health

Studio Etiquette:

• Grip socks required (no bare feet or regular socks)

• Shoes off at the entrance

• Phones on silent; store personal items away

• Bring a towel to cover your reformer for hygiene

• Wipe down equipment after class

• Avoid strong perfumes

• Respect everyone’s space and energy

Health Policy:

• Do not attend if you’re unwell

• Instructors may ask you to leave if showing symptoms of illness

Health & Safety:
We need to know about any injuries, pregnancy, or health conditions before class — this helps us keep you safe and adapt exercises appropriately.
Please email us, tell your instructor in person, or update your PAR-Q form before attending.
We can’t help if we don’t know, and health and safety could be compromised otherwise 🌿

Hands-On Adjustments:
Instructors may give gentle adjustments. If you’d prefer not to be touched, please let us know before class.

Photography & Social Media:
We sometimes take photos/videos for social media.
If you’d prefer not to appear in them, just tell your instructor before class.

Personal Items:
Please bring only essentials.
We cannot be responsible for lost or stolen belongings.

🕒 Class Timing & Schedule

Can I arrive late?
No — if you’re late, we can’t admit you for safety reasons.
Please arrive 5–10 minutes early, as late arrivals disrupt the flow and concentration of the class.

Is there time between classes?
Yes — there’s a 10-minute break for cleaning and setup.

Parking:
We have free parking right outside the studio 🚗

How far in advance can I view the class schedule?
You can view and book classes up to 21 days in advance.

Can I make last-minute bookings?
No — bookings close 12 hours prior to class.

📅 Bookings, Cancellations & No-Shows

How do bookings work?
We offer memberships and drop-ins.

• Members can book anytime.

• Drop-ins are first-come, first-served.

• Memberships are monthly-based.

Intro Offers:
Your intro offer starts from the day of your first registration (not the purchase date).
You’ll have three weeks to use your credits.

Waitlists:
If a class is full, please join the waitlist rather than feel discouraged.
If a space opens, you’ll receive an email to accept the spot — make sure to confirm quickly, as spaces are filled on a first-come, first-served basis.

Late Cancellations & No-Shows:

• Cancel at least 24 hours before class to keep your credit.

• Cancellations within 24 hours or no-shows will forfeit your class credit.

• The first late cancellation or no-show within any 5-day period incurs a £10 fee.

• Further late cancellations or no-shows within the same 5-day period also incur a £10 fee each.

Every reserved space matters in our small, independent studio — late cancellations or no-shows affect both our instructors and other clients.

💳 Payments & Memberships

Membership Policies:

• No 3-month lock-ins

• 30 days’ notice to cancel, or one more payment is taken

• The studio cannot cancel memberships for you — you must cancel via your TeamUp account (on a web browser)

The studio can:

• Issue credits if eligible

• Guide you through TeamUp

• Adjust bookings, freeze memberships, or credit accounts

The studio cannot:

• Cancel or remove memberships

• Stop payments on your behalf

• Access your bank details

Credit Expiry:
Credits do not roll over.
For example, if your billing cycle is from 10th October to 10th November, your credits must be used within that period.
Any unused credits expire at the end of the billing cycle.
This also applies to current class packs — each has an expiry date visible in your TeamUp account.

Payment Methods:
We accept whatever payment methods TeamUp supports, all handled securely through your account.

🔁 Membership Changes (Upgrades/Downgrades)

You can upgrade or downgrade anytime.
Cancel your old membership yourself through TeamUp.
Refunds are only considered if no classes were used and you notify us promptly.

🗓 How Do My Monthly Credits Work?

Our memberships are monthly-based, meaning you receive a set number of class credits each month (e.g., 4 credits = 4 classes).
Your credits are valid for your entire billing month, not per week — so you can use them anytime within that period 🌿

Some months might have 5 calendar weeks, but your credits still cover the full month — you’ll just have a few extra days to use them before they renew.
Over the year, this all balances out evenly, giving you flexibility and consistency.

🕓 Please note:
This monthly credit system applies to all new memberships immediately.
For existing members, it will take effect at your next billing cycle — nothing you need to do.

🎄 Holiday Closures

We take a short annual break over Christmas and New Year (around 10 days) so our team and community can rest and recharge.
Membership pricing already includes this planned break — your payments stay consistent, and you’re not charged extra.

📆 2025 Holiday Closure:
Closed Wednesday 24th December 2025 to Friday 2nd January 2026.
Reopening Saturday 3rd January 2026 🌟

💫 Why Don’t You Offer Class Packs Anymore?

We’ve simplified our pricing to focus on memberships only — giving you the best value and flexibility.

Our monthly memberships mean you can:

• Use credits anytime during the month

• Mix and match class types and times

• Avoid losing credits week to week

• Enjoy the lowest per-class rate with priority booking access

This keeps things simple — one flexible membership, more freedom to move 🌿

🔄 Recurring Reservations

If you attend the same class regularly, we can set up a recurring reservation so your spot is automatically booked weekly 💚

Please note:

• A reservation only books you in if a space is available when the system processes it.

• If the class is full, it won’t add you that week.

• Waitlists and recurring reservations are separate systems.

If you ever notice a missed booking or want to check your recurring schedule, just reach out — we’re happy to help 💛

💪 Class & Timetable Updates

The final week of Reformer Elevate runs from 8th–13th November.
After that, all sessions transition to Reformer Harmony (All Levels) — with layered progressions and options for every level.

If you have a recurring reservation in Reformer Elevate, please check your bookings and message us to adjust or transfer before the changeover.

More Reformer Harmony classes will open from 13th November onward — perfect for all levels 🌿

🎁 Perks & Extras

Referral Program:
Find your referral code in your account — share it with a friend!
If they join on membership, you get £10 credit 💚

NHS, Teacher & Student Discount:
20% off all memberships (not class packs/drop-ins).
Show ID in-studio or email a clear photo to receive your discount code.

Flexible Scheduling:
No need to stick to the same class type, day, or time — try different ones anytime (just book in advance).

Recurring Reservations:
If you have a favourite day and time, we can set up a recurring booking to hold your spot weekly (subject to availability).

💌 Contact & Communication

Please don’t send urgent messages via Instagram DMs — they’re not monitored regularly.
For anything urgent, personal, or membership-related, please email:
📧 heartandharmonywellnessstudio@gmail.com

We’ll always do our best to reply promptly 🌿