Booking Terms & Conditions

Who we are

These booking terms are between you and FLO Studio, contactable at flo.physio.pilates@gmail.com. We run mat pilates classes at venues across Reigate, Oxted and Godstone, and deliver physiotherapy at clients' own homes across the same area.

Bookings

Bookings for our initial assessment and for courses/drop-in sessions are made through our booking system, powered by Cal.com. A booking is confirmed once you receive a confirmation email or on-screen confirmation with a reference number. Please check the details are correct — if anything looks wrong, contact us straight away at flo.physio.pilates@gmail.com.

Courses and drop-in sessions have a limited number of spaces. Where a session shows as full, you may be offered a place on a waitlist.

Prices and payment

Prices are shown on our booking page for each initial assessment, course or drop-in session. Payment is handled entirely by Cal.com, our booking provider, using Stripe as the payment processor — card details are entered directly into Stripe's secure checkout and are never seen or stored by FLO Studio. Depending on how a session is set up, payment may be taken at the time of booking or afterwards; this will always be made clear before you confirm your booking.

Cancellations, rescheduling and refunds

Because our classes and assessments are booked for a specific date and time, they fall under the "leisure services" exemption in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulation 28) — meaning the standard 14-day statutory cooling-off right for online purchases does not apply to these bookings. Instead, our own cancellation policy is:

• Cancel or reschedule up to 48 hours (2 days) before your session for a full refund or credit.
• Cancellations inside 48 hours (2 days) of your session are non-refundable.
• Missed sessions and late arrivals are unfortunately also non-refundable.

This doesn't affect your other statutory rights — for example, if we cancel a session, or a session isn't provided with reasonable care and skill, you remain entitled to a refund or other remedy under the Consumer Rights Act 2015.

Health, fitness and your responsibilities

Pilates and physiotherapy sessions involve physical activity. By booking, you confirm that:

• You have no medical condition that would make it unsafe for you to take part, or you have told us about any relevant condition before your first session
• You will follow the guidance of your instructor or physiotherapist during sessions
• If you're attending a course, you've completed the initial assessment first (or confirmed you already have, as prompted at booking)

If you're ever unsure whether a class is appropriate for you, please speak to us or your GP before booking.

Studio conduct

Comfortable gym wear is recommended for classes and sessions. Socks are optional.

Our liability to you

We provide our services with reasonable care and skill, as required by the Consumer Rights Act 2015. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can't legally be limited or excluded. Subject to that, we are not liable for indirect or consequential losses arising from your booking.

Complaints

If something's gone wrong, please contact us at flo.physio.pilates@gmail.com so we can put it right.

Governing law

These terms are governed by the law of England and Wales, and any disputes will be handled by the courts of England and Wales.