Frequently Asked Questions

🌿 Heart & Harmony Wellness Studio

FAQs & Studio Policies

Welcome to Heart & Harmony 🤍

We’re a friendly, independent Pilates and wellness studio. To keep things fair for everyone, please familiarise yourself with our studio policies before booking a class or purchasing a membership.

Getting Started

New to Pilates?

Everyone is welcome, including complete beginners!

Please arrive 5–10 minutes early, especially for your first class, so we can show you around, get you set up and answer any questions.

What Should I Bring?

✨ Grip socks
✨ Towel
✨ Water bottle
✨ Comfortable clothing

Grip socks are compulsory for Reformer and Barre classes. You can bring your own or purchase a pair at the studio for £12.

Health, Injuries & Pregnancy

Please keep your PAR-Q up to date and let your instructor know about any injuries, medical conditions, pregnancy or recent surgery.

We may recommend medical clearance or a more suitable class where necessary.

Please do not attend if you are unwell.

Studio Etiquette

To keep our studio clean, safe and welcoming, please:

✨ Remove shoes at the entrance
✨ Keep phones on silent
✨ Wear grip socks where required
✨ Use a towel on Reformer beds
✨ Clean equipment after use
✨ Respect other members and instructors

Arriving for Your Class

Please arrive 5–10 minutes before your class starts.

Your scheduled class time is when the session begins, not when you should arrive.

Once a class has started, late arrivals cannot be admitted, even if you're only a few minutes late.

This is to avoid disrupting the class and ensure everyone receives the necessary safety instructions.

Please allow enough time for traffic, parking and getting ready.

Free parking is available directly outside the studio.

Bookings & Cancellations

Bookings open: 7 days before class
Bookings close: 1 hour before class

All cancellations must be made through TeamUp at least 12 hours before your class to keep your credit.

Late Cancellations – £5

If you cancel within 12 hours of your class:

  • You lose your class credit.

  • You are charged a £5 late cancellation fee.

No-Shows – £10

If you do not attend your booked class without cancelling:

  • You lose your class credit.

  • You are charged a £10 no-show fee.

These fees apply to every incident, from the first occurrence, and are charged in addition to losing your class credit.

Cancellations must be completed through TeamUp. Emails, texts and social media messages do not count as cancelling your booking.

Illness & Personal Circumstances

We understand that plans change and unexpected things happen.

However, our cancellation policy applies to everyone, including cancellations due to illness, work, childcare, holidays or personal circumstances.

Late cancellations and no-shows will result in the loss of your class credit and the relevant fee.

Credits cannot be refunded, reinstated, transferred or extended.

If Heart & Harmony cancels a class, your credit will be returned or appropriately accommodated.

Memberships

We offer both Rolling Memberships and Better Value Memberships.

Rolling Memberships

Our Rolling Memberships have no minimum commitment.

  • Cancellation: 30 days' written notice by email.

  • Changes: 30 days' notice for upgrades or downgrades.

  • Credits: Must be used within your billing period and do not roll over.

Depending on your billing date, one further payment may be due during your cancellation notice period.

Your membership remains active throughout your notice period.

Better Value Memberships

Our Better Value Memberships offer a lower monthly price in exchange for a 6-month minimum commitment.

  • Payments are collected monthly.

  • All six monthly payments must be completed.

  • Memberships cannot be cancelled during the initial 6-month commitment.

  • After six months, your membership continues monthly until cancelled with 30 days' written notice.

  • Unused credits do not roll over, transfer or extend.

  • Additional membership discounts do not apply.

Please ensure you're happy with the commitment before purchasing.

Membership Pauses & Extensions

We do not pause, freeze or extend memberships.

Unused credits expire at the end of your billing period and cannot be carried forward.

If you need more flexibility, please consider our drop-in options.

Recurring Bookings

We can arrange recurring bookings for members who regularly attend the same class.

These depend on availability and sufficient membership credits.

Recurring bookings do not guarantee a space in classes that are already full.

Discounts & Referrals

✨ NHS workers, teachers and students receive 20% off eligible Rolling Memberships with valid proof of eligibility.

This discount does not apply to Better Value Memberships or combine with other offers.

✨ Refer a friend who joins an eligible membership and receive £10 studio credit.

Hot Mat Pilates

Our Hot Mat classes are beginner-friendly, but exercising in heat can increase your heart rate, fatigue and fluid loss.

Please stay hydrated, listen to your body and take breaks when needed.

Hot Mat may not be suitable during pregnancy or for certain medical conditions. Please seek medical advice if you're unsure.

Contact Us

For membership enquiries, cancellations or account changes, please email:

📧 heartandharmonywellnessstudio@gmail.com

Membership changes and cancellations cannot be processed through social media.

Thank you for helping us keep Heart & Harmony a welcoming, supportive and fair space for everyone 🤍