🌿 Heart & Harmony Wellness Studio

FAQs & Studio Policies

Welcome to Heart & Harmony 🤍

We’re proud to be a friendly, community-led independent studio. To keep things fair and consistent for everyone, our policies apply equally across our community.

Please take a moment to familiarise yourself with them before booking or purchasing a membership.

Getting Started

New to Pilates?

You’re absolutely welcome! Let your instructor know it’s your first class and we’ll help you get settled.

Please arrive 5–10 minutes early, especially for your first visit, so we have time to show you around, get you set up and answer any questions before class begins.

What should I bring?

✨ Grip socks
✨ Towel
✨ Water bottle
✨ Comfortable clothing

Grip socks are required for all Reformer and Barre classes for safety and hygiene.

You’re welcome to bring your own, or grip socks are available to purchase at the studio for £12 per pair.

Health, injuries & pregnancy

Please keep your PAR-Q up to date and let us know about any injuries, surgery, pregnancy or medical conditions that may affect your exercise.

If you’re pregnant, recently postpartum, recovering from injury or surgery, or managing a health condition, we may recommend medical clearance or a more suitable class or session before you attend.

Please do not attend the studio if you are unwell.

Studio Etiquette

Please help us look after the studio by:

✨ Removing shoes at the entrance
✨ Keeping phones silent
✨ Wearing grip socks where required
✨ Using a towel on Reformer beds
✨ Cleaning equipment after use
✨ Respecting other members and instructors

Arriving for your class

Please arrive 5–10 minutes before your scheduled class time and be ready to begin when your class starts.

Your class start time is the time the session begins, rather than the time to arrive at the studio.

Even arriving a few minutes late can disrupt the instructor and other members, and may mean you miss important setup, safety information or the beginning of your warm-up.

Once a class has started, late arrivals cannot be admitted. This applies even if you are only a few minutes late.

If you’re new to the studio, arriving early is particularly important as we need time to welcome you, show you around, check any relevant health information and make sure you’re safely set up before the session.

Please allow additional 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

To retain your class credit, cancellations must be made through TeamUp at least 12 hours before the scheduled class time.

Cancellations made within 12 hours and no-shows will lose the class credit and may also incur a £5 fee.

Messages via email, Instagram, Facebook or text do not cancel a class booking. All cancellations must be completed through your TeamUp account.

Illness & Personal Circumstances

We completely understand that life happens and plans sometimes need to change.

However, our cancellation and credit policies apply consistently regardless of the reason for cancellation. This includes illness, work commitments, childcare, holidays, travel and other personal circumstances.

If you cancel within the 12-hour cancellation window or do not attend your booked class, your class credit will not be returned, transferred or extended.

Similarly, unused membership credits cannot be carried forward or extended because you were unable to attend during your billing period.

Our classes have limited spaces, and a late cancellation or no-show often means another member loses the opportunity to attend. Applying the same policy to everyone allows us to keep things fair and sustainable for our whole community.

If Heart & Harmony cancels a class, your affected class credit will of course be returned to your account or otherwise appropriately accommodated.

Memberships

We offer both Rolling Memberships and Better Value Memberships, allowing you to choose the option that best suits you.

Rolling Memberships

Our standard Rolling Memberships offer maximum flexibility with no minimum commitment term.

Cancellation: 30 days’ written notice by email.
Changes: Upgrades and downgrades require 30 days’ notice.
Credits: Must be used within your billing period and do not roll over.

Your membership and usual class credits remain active throughout your cancellation notice period.

Depending on your billing date and when your cancellation notice is received, a further membership payment may fall due during your 30-day notice period.

Membership credits cannot be extended, transferred to another billing period or refunded because they have not been used.

Better Value Memberships

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

Payments are collected monthly, with your first payment due when your membership begins.

The full 6-month minimum term must be purchased to receive the Better Value membership rate. These memberships cannot be cancelled early during the initial commitment period.

After all six monthly payments have been completed, your membership automatically continues on a month-to-month basis at the applicable membership rate until you choose to cancel.

Once the initial 6-month commitment has been completed, our standard 30-day written cancellation notice applies.

Credits must be used within each billing period and do not roll over, transfer or extend.

Better Value Memberships are not eligible for additional membership discounts.

Please ensure you are happy with the minimum commitment and membership terms before purchasing.

Membership Pauses & Extensions

We do not pause, extend or temporarily suspend memberships.

If you know that your circumstances may change or you require greater flexibility, please consider this when choosing between our membership and drop-in options.

This allows us to keep our memberships, billing and class availability consistent and fair across the whole community.

Recurring Bookings

If you regularly attend the same class, we may be able to create a recurring reservation.

Recurring bookings are offered as a convenience and remain subject to available spaces and sufficient membership credits.

If a class is already full, a recurring booking cannot be created for that date and you’ll need to join the waitlist separately.

Discounts & Referrals

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

The 20% discount does not apply to Better Value Memberships, as these already include a reduced monthly rate.

Discounts cannot be combined with other membership offers or promotions.

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

Hot Mat Pilates

Hot Mat is beginner-friendly, but exercising in a heated environment can increase heart rate, fatigue and fluid loss.

Please arrive well hydrated, work at your own pace and stop if you feel unwell.

Hot Mat may not be suitable during pregnancy or for some medical conditions or heat intolerances. If you’re unsure whether a heated class is appropriate for you, please seek appropriate medical advice before attending.

Contact Us

For memberships, cancellations, account changes or anything personal, please email:

📧 heartandharmonywellnessstudio@gmail.com

We cannot process membership changes or cancellations through social media.

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