TERMS AND CONDITIONS

Please read the terms and conditions carefully before signing up. By enrolling as a client of Reformer Factory, you acknowledge and agree to the following policies.

Arrival Times

  • New Members: Arrive 10 minutes early for your first studio orientation.

  • Regular Attendees: Arrive at least 5 minutes before class begins. Allow extra time for parking and traffic.

  • Studio Entry: Please do not enter the studio more than 10 minutes before your class starts.
    Studio door will open 10 minutes prior to the scheduled class time.

Late Arrival Policy

If the studio door is closed, the 3 minute cut-off time for joining the class has passed, and you will not be able to enter. Latecomers will not be accepted to:

  • Respect the instructor and avoid disruptions.

  • Ensure an uninterrupted experience for all participants.

  • Maintain health and safety standards, as missing the warm-up increases the risk of injury.

If you arrive late, your class pass will be forfeited, and no refunds will be given.

General Studio Rules

  • Inform your instructor of any injuries, concerns, or pregnancy before class.

  • No mobile phones during class. Phones must be off or silent and stored in your bag. Please do not photograph or video other Reformer Factory members or staff without consent.

  • Minimum age for group classes: 16 years old.

  • Clean all equipment thoroughly after class using provided cleaning products.

  • Your children are not permitted in the studio, regardless of age. Please find an alternative arrangement.

  • Reformer Factory is a group fitness Pilates studio, not a clinical Pilates studio. We recommend seeking clinical guidance for injuries or rehabilitation needs.

PREGNANCY POLICY: PRE-NATAL PILATES

  • Notify us or your instructor as soon as you know you are pregnant.

  • From 12 weeks gestation, you must attend only classes labeled as “prenatal friendly.”

  • Non-prenatal classes, hot mat sessions, yoga, and sauna are not permitted during pregnancy.

  • If you are new to reformer Pilates, we strongly recommend a private session to learn the necessary modifications.

  • You cannot start pregnancy Pilates at Reformer Factory if you are past 18 weeks gestation.

  • Medical Clearance: All pregnant clients must provide written clearance from their doctor, women’s health physiotherapist, or OB-GYN before attending reformer Pilates classes. Email clearance to info@reformerfactory.com.au.

CANCELLATION POLICY (12-Hour Notice Required)

Cancellations must be processed via the Momence app at least 12 hours before class start time.

  • Class Pack Holders: A late cancellation results in forfeiting your class credit.

  • Weekly Members:

    • Standard Late Cancellation (within 12 hours): You lose your class credit. You are allowed 2 late cancellations per month without a fee. After that, each late cancellation incurs a $10 fee.

    • Extra Late Cancellation (within 2 hours): Always incurs a $10 fee.

  • Private Sessions: Strict 24-hour cancellation policy. Failure to cancel within this period results in full session charge.

Reformer Factory reserves the right to cancel a class at any time. In such cases, your class pass will be credited.

NO-SHOW POLICY

  • If you do not show up and fail to cancel, you will forfeit your class pass and incur a $10 no-show fee.

PURCHASE POLICY (Packs and Memberships)

  • All purchases are final – non-refundable and non-transferable.

  • No extensions beyond the expiry date.

  • Introductory offers are valid one time only for new clients and cannot be used for challenges, private sessions, or sauna bookings.

  • Memberships auto-renew weekly. Failed payments may result in membership suspension and cancellation of future bookings.

  • Payments must be made online before booking a class.

MEMBERSHIP TERMS & AUTO-PAY AGREEMENT

  • Minimum 4-week term. Contracts must commence within 14 days of signup.

  • Memberships activate from first booking, the exact date and time of the booking, and will auto-renew weekly (every 7 days) at that exact time.

  • 30 days' written notice required to cancel via Momence or email.

  • Membership payments are a prepayment for the week ahead.

  • If your weekly membership payment fails, your membership will be put on hold and all bookings will be canceled until the payment is resolved.

  • $5 dishonor fee applies for failed payments.

  • Membership may be canceled after three failed payments. If you wish to continue, you will need to repurchase it under the original terms and conditions, including the 4-week minimum

  • Your account is your responsibility. Please ensure your card details are up to date to avoid payment issues and potential membership cancellation.

  • Members must manage their own class bookings. Waitlist additional classes at your own risk. Do not waitlist additional classes to avoid being charged for extra classes if added to the class. You may only book the number of classes allocated to your membership per week which may result in an additional class payment.

  • Members can purchase an extra single class pass for $19 (automated).

  • Booking multiple classes in a day, including waitlisting another class, will result in the second class being charged at the single class rate of $29.

  • Unlimited mat memberships allow one class per day or a total of seven classes per week.

  • Weekly passes are valid for seven days only and cannot be transferred if unused.

  • All bookings and cancellations must be managed through the Momence app. Phone calls or emails for booking changes will not be accepted.

Membership Freezes

  • When a membership is frozen, it is inactive and you will have no access to it to book in future classes in advance.

  • You can book classes prior to the freeze suspension to have sessions ready for your return.

  • Minimum 7 days’ notice is required for a freeze. Notify us via your Momence app.

  • Payments must be up to date before requesting a freeze.

CLASS BOOKINGS

  • All bookings must be made via Momence app or website.

  • Bookings are your responsibility.

  • Cancellations must be made 12 hours before class to avoid losing your pass.

  • Bookings can be made up to 30 days in advance.

  • If you are on a waitlist and get added to a class, you must attend or cancel to avoid fees.

WAITLIST POLICY

  • If a class is full, you can add yourself to the waitlist.

  • Adding yourself to a waitlist is equivalent to commiting to the class as the same booking and cancelation policies apply.

  • If a spot becomes available, you will be added up to 2 hours before class start time.

  • If you no longer want the spot, remove yourself from the waitlist to avoid late cancellation fees.

SAUNA BOOKINGS

  • Bookings are essential. Find Sauna bookings under ‘appointments’.

  • Bring two towels – one to sit on, one for your feet.

  • Pregnant clients cannot use the sauna.

  • If you arrive late, your session will be shortened to keep schedules on track.

  • Please check in with the Pilates instructor to let them know you have arrived for your appointment.

  • Cancellations require 12-hour notice.

  • A second person can be added for an additional cost.

PERSONAL AGREEMENT

I agree that Reformer Factory will not be held responsible for any lost or stolen personal belongings. I understand classes and saunas may be physically strenuous and that full care must be taken when receiving instructions and performing exercises or using the sauna. I accept that there is potential risk of personal injury, property loss or death, and I agree that neither I, my heirs, assigns or legal representatives will sue or make any other claims of any kind whatsoever against Reformer Factory or its members for any personal injury, property damage/loss, or wrongful death, whether caused my negligence or otherwise. I understand that Reformer Factory is a group fitness, Pilates studio, not a clinical Pilates studio.