Effective date: June 21, 2024

1. CLASS CANCELLATIONS AND NO SHOWS

1.1 Late Cancellations- Cancellations made within 8 hours of the scheduled class time are considered late cancellations. In the event of a late cancellation, you will forfeit the class or class credit. For clients on an unlimited membership, a late cancellation will also incur a $15 fee. This policy helps us manage class availability and offer the spot to another community member.

1.2 No-Shows- If you do not attend a scheduled class without prior notice, it will be considered a no-show. No-shows will result in the loss of the class or class credit, plus a $20 administrative fee. This fee is implemented in fairness to our community members on the waitlist and our instructors who prepare for each class. By adhering to these policies, we maintain a respectful and efficient scheduling system that benefits everyone in our community.

2. CREDIT CARD POLICY

2.1 - A valid credit card must be held on file for all clients. Valeō Pilates reserves the right to charge preauthorized debit/credit card payments for early cancellations, administrative fees, late cancellations, no-shows, and other penalties as outlined in this policy.

3. TARDINESS POLICY

3.1 Admittance Cut-Off- To minimize disruptions and provide the best possible experience, clients arriving more than 10 minutes late to a class will not be permitted to join that session. We prioritize ensuring an uninterrupted flow for the benefit of all participants.

3.2 Late Arrival Consequence- While we understand that unforeseen circumstances can sometimes delay arrivals, classes will begin promptly at the scheduled times. Latecomers arriving after the 10-minute grace period has elapsed will need to reserve a spot in another upcoming class and will lose their respective class credit.

4. PRIVATE SESSION CANCELLATIONS

4.1- Students must cancel their private session 24 hours to avoid being charged. If they fail to cancel within this window, it will result in the loss of a private session credit. If they are late to the session or do not show, they will also be considered a late cancellation.

5. WORKSHOPS

5.1- All workshops must be paid in full upon enrolment and are non-refundable if participants cancel. The studio reserves the right to cancel workshops within one week of the start date. Participants will be refunded for studio cancellations.

6. STUDIO CLASS CANCELLATION

6.1- The studio reserves the right to cancel a class up to 2 hours before class time if there are not enough students signed up. You will be notified of any cancellation.

7. EXPIRATION POLICIES FOR CLASS PACKAGES

4.1 Expiry Terms- All class packages are subject to an expiry date from the date of purchase. The expiry period is determined by the size and quantity of the package purchased, as detailed below. Unused classes will expire and be forfeited upon reaching the applicable expiry date.

4.2 Package-Specific Expiry Periods-
- A 5-Class Pack expires within three (3) months of the purchase date.
- A 10-Class Pack expires within six (6) months of the purchase date.
- A 20-Class Pack expires within six (6) months of the purchase date.
- A 50-Class Pack expires within one (1) year of the purchase date.

4.3 Non-Transferable & Non-Refundable- Class packages are non-transferable and non-refundable. The expiry periods are strictly enforced to encourage consistent practice and allow us to manage studio capacity and instructor scheduling.

8. MEMBERSHIP CANCELLATION POLICIES

8.1 - Auto-Renewal and Cancellation Process - All membership options are on monthly auto-renewal. To cancel your membership, please email hello@valeopilates.com.

8.2 - Booking Cancellation and Late Arrival Policy - For all membership class bookings, you must cancel 8 hours in advance to avoid being charged. If you fail to cancel within this window, the class credit will be deducted from your membership. If you are late to class and unable to get into the studio, this is considered a no-show and will be subject to a $20 no-show charge.

8.3 - No-Show Fee - No-shows consist of the loss of a class credit from your membership plus an additional fee of $20.

8.4 - Policy Rationale and Community Commitment - Late cancellations and no-shows are not tolerated to ensure fairness to our community. We recognize that unforeseen circumstances can occur; however, we must prioritize those who are committed to attending. For many, a Pilates class is vital for physical and mental well-being. Our policy aims to balance the needs of those attending with those on the waitlist, ensuring equitable access for all members. Your understanding and cooperation are appreciated.

8.5 - Membership Freeze Terms -

8.5.1 - Request Requirements - Members may freeze their membership up to two (2) times per calendar year, with each freeze lasting a maximum of four (4) weeks.

8.5.2 - Advance Notice and Billing Cycle - Freeze requests must be submitted in writing to hello@valeopilates.com at least seven (7) days before the next billing date. We recommend providing as much notice as possible, especially when freezes are scheduled around billing cycles.

8.5.3 - Mandatory Start and End Dates - Every freeze must specify both a start date and an end date ("unfreeze date") at the time of request. If no unfreeze date is provided, the freeze will default to the maximum four-week period, after which the membership will automatically cancel.

8.5.4 - Limitations and Prerequisites - Freezes cannot be combined, extended, or split (e.g., two 2-week freezes = one freeze occurrence). Members must complete their initial two-month minimum commitment before requesting a freeze.

8.5.5 - Consequence of Exceeding Freeze Limits - Exceeding the four-week freeze limit or failing to provide a valid unfreeze date results in the automatic renewal of your membership. This renewal will be processed as a standard monthly billing and is non-refundable.

9. BILLING CYCLES

9.1 - Use-It-or-Lose-It Credits - Auto-renewal class credits do not roll over to the next month. Credits must be used within the billing cycle month. Credits will not be pulled from the next month or vice versa.

9.2 - Billing Cycle Basis - The billing cycle is based on the initial date of first booked class. Payments for auto-renewal memberships will recur on the same day monthly.

9.3 - Annual Commitment and Early Cancellation - If you sign up for a 1-year commitment, you are responsible for the 1 year of payments. If you fail to meet this commitment period, you will be subject to a $500+HST early administrative fee to recoup for lost value. To cancel after that commitment period, please email hello@valeopilates.com.

9.4 - No Freeze Policy for Annual Memberships - For annual memberships, there are no freezes or pauses. For monthly payment plans, the membership continues to roll month to month. For annual upfront payments, no reimbursements will be given for freezes or time off.

10. EARLY MEMBERSHIP CANCELLATIONS OR CHANGES TO MEMBERSHIP TIER

10.1 - Early Cancellation Fees - Early cancellation from a membership may be granted, however, you remain responsible for the remaining commitment term payments. As membership terms are offered at a discounted rate, early cancellation will result in paying the difference between the discounted membership rate and the full drop-in rate for each class already attended, plus a $50 administrative fee per month.

10.2 - Membership Tier Changes - You may upgrade your membership tier at any time, subject to the terms of the new tier. However, any downgrade in membership tier will require you to maintain the new tier for a minimum of two (2) full billing cycles before making another change.

10.3 - Loss of Grandfathered Rates - Any change to your membership tier, including cancellations, will result in the forfeiture of any grandfathered pricing. Upon change, you will be subject to the current pricing structure of your newly selected tier.

11. ETHICS

11.1 - Zero Tolerance Stance - We enforce a strict "no tolerance" policy for discriminatory or harmful behavior based on race, gender identity, age, religion, disability, sexuality, language, or body shape. Please refer to the full Anti-Discrimination Policy.

11.2 - Commitment to a Respectful Environment - We are committed to providing an environment free of discrimination and harassment, where all individuals are treated with respect and dignity, can contribute fully, and have equal opportunities.

11.3 - Protected Grounds Under the Ontario Human Rights Code - Under the Ontario Human Rights Code, every person has the right to freedom from harassment and discrimination based on the following grounds: race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, and record of offences.

11.4 - Application of Policy - Discrimination and harassment based on these protected grounds is unacceptable and will not be tolerated. This applies to all members of Valeo Pilates, including employees, clients, suppliers, contractors, and any others engaged in company business activities.

11.5 - Forms of Discrimination and Harassment - Discrimination and harassment can take many forms, including derogatory comments, slurs, jokes, gestures, exclusion, adverse treatment related to the protected grounds, or the creation of an intimidating, hostile, or offensive environment.

11.6 - Investigation and Prohibition of Retaliation - Valeo Pilates will investigate all complaints promptly and take appropriate corrective action up to and including termination for proven violations. Retaliation against anyone involved in reporting or investigating discrimination/harassment is strictly prohibited.

11.7 - Zero Tolerance for Abuse and Consequences - Valeo Pilates maintains a strict zero-tolerance policy toward any form of abuse—verbal, physical, emotional, or otherwise—directed at staff, clients, or others within the studio. This includes but is not limited to harassment, intimidation, threats, or disrespectful behavior. Violations will result in immediate termination of services, membership revocation, and/or legal action where applicable. Everyone deserves a safe, respectful environment, and we reserve the right to remove individuals who compromise this standard.

12. PREGNANCY POLICY

12.1 - Medical Clearance Requirement - Clients who are pregnant must obtain explicit prior written clearance from their obstetrician (OB) or family doctor stating they are cleared to practice Pilates during pregnancy. This written medical clearance must be provided to the studio management before the client's first class after becoming pregnant. Valeo Pilates retains the right to refuse participation to any client, including independent contractors, if there are safety concerns or insufficient medical clearance.

12.2 - Pregnancy Notification and Facility Ban - Pregnant women are not permitted to use the treatment room facilities, including the cold plunge tub, infrared sauna, and steam shower, due to potential health risks. By acknowledging this policy, you confirm you are not pregnant and agree to disclose any changes in pregnancy status prior to future use. Members who are pregnant must inform their instructor of their pregnancy status before participating in any Reformer or Mat Pilates classes.

12.3 - Acknowledgement of Pregnancy-Specific Risks - While Pilates can be beneficial during pregnancy, it also presents certain inherent risks, including but not limited to: abdominal strain due to stretching muscles, reduced blood flow when lying on the back, and an increased risk of falls or injuries due to hormonal changes affecting joint stability.

12.4 - Instructor Guidance and Modifications - Pregnant members will be provided with appropriate modifications for all exercises. Certain positions and movements may be restricted, especially after the first trimester. Use of specialized equipment may be required. While our instructors are trained in providing pregnancy modifications, they are not medical professionals.

12.5 - Assumption of Risk and Studio's Right to Refuse - By participating in Pilates classes while pregnant, members acknowledge the inherent risks and agree to follow all instructor guidance and modifications. The studio reserves the right to refuse participation if deemed unsafe for the member or fetus. Members are solely responsible for communicating any discomfort or concerns during the class.

12.6 - Ongoing Health Monitoring - Pregnant members are advised to consult with their healthcare provider regularly throughout their pregnancy regarding their fitness routine. Members should inform the studio of any changes in their pregnancy status or medical advice received. Adherence to this policy is mandatory for safety.

13. SOCIAL MEDIA AND PRIVACY POLICY

13.1 General Prohibition on Continuous Recording. To protect client privacy and the integrity of the studio environment, the continuous video or audio recording of classes, sessions, or other clients using any device (including mobile phones, cameras, or tripods) is strictly prohibited.

13.2 Permissible Photography. Brief, non-disruptive photography for personal use, such as taking a "selfie" or photograph of equipment, is permitted so long as the activity does not disrupt the class or session and the privacy of all other individuals is strictly respected. You must ensure no other client is identifiable in the background without their prior express consent.

13.3 Instructor-Assisted Recording. For the purpose of form analysis or personal practice, an instructor may, at their sole discretion and if time permits, record a brief, non-continuous video of you performing a specific movement. Such recordings are intended for your personal guidance only and are not to be shared publicly without the express written consent of the Studio.

13.4 Sanctity of the Studio Space. The studio is a dedicated space for focused practice and communal well-being. Adherence to this policy is required to maintain the respect, privacy, and safety of all participants. The Studio reserves the right to confiscate any media created in violation of this policy.

14. STUDIO CONDUCT AND ADMINISTRATIVE POLICIES

14.1 - Mandatory Waiver - All students must electronically sign our waiver before participating in any class or using the facilities.

14.2 - Age Requirement - Students must be 18 years of age or older, unless accompanied by a guardian who remains on the premises. Children cannot observe classes.

14.3 - Early Departure Notification - Clients must notify an instructor if they are leaving a class early, whether due to a medical ailment or any other reason.

14.4 - Late Arrival Policy - If a client is more than 10 minutes late to a class, they will not be permitted to attend the session. Our priority is ensuring clients have a class with as minimal interruptions as possible.

14.5 - Injury and Restriction Disclosure - Clients must inform their instructor prior to the commencement of class of any injuries, medical conditions, or physical restrictions.

14.6 - Shoe Policy - Clients must leave shoes on the entry mats and are not permitted to walk through the studio in street shoes.

14.7 - Payment Requirement - Full payment is required upon registration to reserve a spot in any class, session, or membership.

14.8 - No Refunds on Passes - There are no refunds once class passes or packages are purchased.

14.9 - Vaccination Compliance - Current public health and vaccination requirements will be followed per government mandate.