🌿 Heart & Harmony Wellness Studio

Frequently Asked Questions & Studio Policies

Welcome to Heart & Harmony Wellness 🤍Our aim is to create a calm, welcoming and supportive environment where every member feels safe, respected and encouraged.As a small independent studio with just six reformer beds, our policies are designed to be fair, consistent and supportive for everyone. We understand that life happens and, wherever possible, we'll always do our best to help. At the same time, these policies allow us to provide the best possible experience for every member of our community.Thank you for helping us create the kind, respectful and welcoming space that makes Heart & Harmony so special. 🌿

🌿 Getting Started

I'm completely new to Pilates. Will the class be suitable for me?

Absolutely! 🤍Everyone is welcome, whether you've never stepped into a Pilates studio before or have years of experience.Simply let your instructor know it's your first class when you arrive and we'll guide you through everything, ensuring you feel comfortable and confident throughout.

What should I bring?

Please bring:✨ Grip socks (required — available to purchase at the studio for £12)✨ A towel (to cover your reformer for hygiene)✨ Comfortable clothing you can move in✨ A water bottle✨ Your own mat if you prefer (mats are also provided)Please arrive 5–10 minutes early to allow time to settle in before class.

Is Pilates safe during pregnancy?

Yes!Pilates can be incredibly beneficial during pregnancy by improving strength, posture, stability and breathing.Some of our instructors hold specialist pre and postnatal qualifications and will modify exercises where appropriate.Please ensure you have approval from your healthcare professional before attending.

I've recently had a baby. When can I return?

Most people are able to return after GP clearance (usually around 6 weeks postpartum).We also recommend seeing a Women's Health Physiotherapist to assess your pelvic floor and abdominal recovery before returning.

Are men welcome?

Absolutely.Wellness is for everybody.

🧼 Studio Etiquette & Health

Studio Etiquette

To help maintain a calm, clean and welcoming environment, we kindly ask all members to:✨ Wear grip socks✨ Remove shoes at the entrance✨ Keep phones on silent✨ Store personal belongings neatly✨ Cover reformer beds with a towel✨ Clean equipment after use✨ Avoid wearing strong perfumes✨ Respect the space and those around you

Health Policy

Please do not attend class if you are feeling unwell.If you're displaying symptoms of illness, your instructor may ask you to return home to protect the health of other members and our team.

Health & Safety

Please tell us about:• injuries• surgeries• pregnancy• medical conditions• anything that may affect your exerciseYou can update your PAR-Q, email us or speak to your instructor before class.We can only support and modify your exercises if we know what is going on.

Hands-On Adjustments

Your instructor may offer gentle hands-on guidance to improve alignment or technique.If you'd prefer not to receive hands-on adjustments, simply let your instructor know before class.

Photography & Social Media

We occasionally take photographs or videos during classes for marketing and social media.If you'd prefer not to appear, simply let your instructor know before class.

Personal Belongings

Please only bring essential items into the studio.Whilst we do everything we can to keep the studio safe, Heart & Harmony Wellness cannot accept responsibility for lost or stolen belongings.

🕒 Class Timing

Can I arrive late?

Unfortunately not.For safety reasons and to avoid disrupting the class, late arrivals cannot be admitted.Please aim to arrive 5–10 minutes before your session begins.

Is there time between classes?

Yes.There is a 10-minute changeover between every class to allow for cleaning, equipment checks and welcoming the next class.

Parking

Free parking is available directly outside the studio.

📅 Bookings, Cancellations & No-Shows

Booking Window

Bookings open:30 days before classBookings close:1 hour before class begins

Cancelling a Class

To keep your class credit, cancellations must be made at least 12 hours before your class begins.If you cancel within 12 hours of your class, your class credit will be forfeited.Please note:Messages via Instagram, Facebook, text or email do not cancel your booking.All cancellations must be made through your TeamUp account.

Late Cancellations & No-Shows

Late cancellations (less than 12 hours' notice) and no-shows will:• Forfeit your class credit• May result in a £5 late cancellation/no-show fee being appliedFees are processed automatically by TeamUp and are often charged after the missed session.As a small independent studio with just six reformer beds, every reserved space genuinely matters.Late cancellations prevent other members from attending and have a significant impact on our instructors and class availability.Thank you for helping us remain fair and consistent for everyone. 🤍

If We Need To Cancel A Class

Very occasionally we may need to cancel a class due to circumstances outside of our control, such as:• Extreme weather• Instructor illness• Studio emergenciesIf this happens:✨ Your class credit will automatically be returned where applicable.✨ If needed, we may manually extend or honour credits so you don't miss out.Please note that if you cancelled your booking before the studio cancelled the class, your original cancellation will still be treated in line with our published booking policy.

💳 Payments, Memberships & Credits

Memberships

Our memberships are monthly rolling memberships.There are:✨ No fixed-term contracts✨ No minimum commitmentTo cancel your membership we require:• 30 days' written notice• Requests must be submitted by emailYour membership remains fully active throughout your notice period, allowing you to continue using your monthly credits as normal.

Monthly Credits

Each membership includes a set number of credits every billing month.Examples:5-credit membership = 5 classes10-credit membership = 10 classesCredits are valid for your full billing period and expire at the end of that billing month.Unused credits do not roll over.

What The Studio Can Help With

We are happy to:✨ Apply eligible credits✨ Freeze memberships✨ Change memberships✨ Assist with bookings✨ Help with TeamUp

What We Cannot Do

We cannot:• Stop membership payments on your behalf• Access or update your bank details

Drop-In Prices

Reformer Pilates — £18Mat Pilates — £15Hot Mat Pilates — £16Barre (coming soon)

🌿 Membership Freezes

We understand that sometimes life gets in the way.Membership freezes are available for:✨ Holidays✨ Injury✨ Medical reasons✨ Personal circumstancesTo keep things fair and manageable for all members:• Freeze requests require a minimum of 14 days' notice before your next billing date.• Freeze requests cannot be backdated once a payment has been taken.• Minimum freeze length is one month.• Memberships automatically resume once the freeze has ended.If you decide not to return afterwards, your standard 30-day cancellation notice will begin from the end of the freeze period.

🔄 Membership Changes

You can upgrade or downgrade your membership at any time.Please note:All membership changes require 30 days' notice.Requests made within 30 days of your next payment may take effect from the following billing cycle.

🔁 Recurring Reservations

If you attend the same class each week, we can create a recurring reservation.This helps secure your regular place without needing to book every week yourself.Please note:• Reservations only book when a space is available.• If the class is already full, that week's booking won't be created.• Waitlists operate separately.• Recurring reservations are a convenience service and cannot be guaranteed if your membership has no available credits or a class is already full.

🎁 Perks & Extras

Referral Programme

Invite a friend using your referral code.If they join on membership, you'll receive £10 studio credit.

NHS • Teacher • Student Discount

We offer:20% off memberships(Not applicable to drop-in classes.)Proof of eligibility is required.

🔥 Hot Mat Pilates

Is Hot Mat Pilates suitable for beginners?

Absolutely.Many of our members experience heated movement for the very first time in our studio.You'll always be encouraged to work at your own pace.

Why is the class different?

Heat naturally increases:• Heart rate• Fatigue• Sweat lossBecause of this, our Hot Mat classes focus on:✨ Quality movement✨ Controlled strength✨ Safe progressionrather than constantly increasing intensity.

Will props be used?

Sometimes.However, depending on the conditions, bodyweight exercises may be prioritised to ensure safety.

Will there be standing work?

Sometimes.Standing exercises are included where appropriate, with modifications always available.

What should I eat beforehand?

Avoid large meals immediately before class.A light snack 1–2 hours beforehand is usually ideal.

Hydration

Please arrive well hydrated.Bring water with you.Heat increases fluid loss much faster than a normal Pilates class.

Who should avoid Hot Mat?

Hot Mat Pilates may not be suitable if you:• Are pregnant• Have certain heart conditions• Experience heat intolerance• Are feeling unwellIf you're unsure, please seek advice from your healthcare professional before attending.

What if I feel unwell?

Please stop immediately.Tell your instructor.Rest whenever you need.Listening to your body is always encouraged.

💌 Contacting Us

For anything:• Membership related• Personal• Urgent• Account changesPlease email us:📧 heartandharmonywellnessstudio@gmail.com Instagram and Facebook messages are not monitored regularly and may occasionally be moved or missed.For this reason, we cannot process membership changes, freezes or cancellations via social media.We'll always do our very best to respond as quickly as possible and support you however we can.Thank you for being part of the Heart & Harmony community. We can't wait to see you in the studio soon. 🤍