Effective date: January 1, 2026.

These policies apply at every Valeō location and to every client, member and guest. The price, commitment term, inclusions and expiry of anything you buy are set out in the product description and the membership agreement you accept at checkout; these policies cover everything else. Mat-only products can be used only at a location with a mat studio (currently Whitby); Reformer and combined products can be used at all locations.

1. CLASS CANCELLATIONS AND NO-SHOWS

1.1 Booking. Classes are booked through the Valeō app. A booking uses one credit. Unlimited members may book one class per day (Reformer or Mat, depending on the plan). If a class is full, you can join the waitlist; if a spot opens, you are added automatically and the booking is treated like any other, including the cancellation window below.

1.2 Cancellation window. You can cancel a booking free of charge up to 8 hours before the class start time. The credit returns to your account.

1.3 Late cancellation. A cancellation made less than 8 hours before class is a late cancellation. You forfeit the credit and are charged a $10 late cancellation fee. This applies to every product — memberships, class packs, intro offers and single credits. For unlimited members, a late cancellation means that day’s class is used; you cannot book another class that day.

1.4 No-show. If you do not attend a booked class and did not cancel, you forfeit the credit and are charged a $20 no-show fee. Please check in on the studio iPad when you arrive; a client who attends but does not check in may be recorded as a no-show.

1.5 Fees are non-refundable and are charged to the card on file (see Section 3). Late cancellation and no-show fees are the same at every location and for Reformer and Mat classes alike.

1.6 Why we do this. Every studio has a waitlist. A spot released late or left empty is a spot another member could have used and an instructor who prepared for you. We know life happens; the window exists so that it is fair to everyone, including you when you are the one waiting.

1.7 Private parties. Private party bookings must be cancelled at least 24 hours before the booked start time. A cancellation inside 24 hours, a late arrival or a no-show forfeits the booking and the amount paid.

1.8 Booking limits. You may hold one booking per class time and, on unlimited plans, one class per day. You may join the waitlist for more than one class at the same time, but once you are added to a class any other bookings or waitlist spots for that same time are released. Please book only classes you intend to attend; the system is shared by the whole community.

1.9 Reschedule inside the window. The late cancellation fee cannot be avoided by moving a booking to another class inside the 8-hour window; a change inside the window is treated as a late cancellation of the original booking and a new booking for the new class.

2. ATTENDANCE AND LATE ARRIVALS

2.1 Arrival window. Please arrive no more than 15 minutes before your class. Earlier entry is not available; it lets our team set up and keeps check-in calm for everyone.

2.2 Late arrival — Reformer. If you arrive more than 15 minutes after a Reformer class has started, you will not be admitted. The booking is treated as a no-show (Section 1.4).

2.3 Late arrival — Mat. Mat classes have more people on the floor and run as a continuous flow, so moving through the space once class has begun is a safety issue; the door closes 2 minutes after the start time. If you arrive after that, you will not be admitted and the booking is treated as a no-show (Section 1.4).

2.4 Classes start on time. Please factor in parking and check-in. If you know you will be late, cancelling before the 8-hour window keeps your credit (Section 1.2).

2.5 Leaving early. If you need to leave a class early for any reason, let your instructor know before you go.

3. PAYMENT, CREDIT CARD ON FILE AND PRICING

3.1 Prices. All prices are in Canadian dollars and are subject to HST (13%) unless stated otherwise.

3.2 Payment up front. Full payment is required to reserve any class, session, workshop, pack or membership.

3.3 Card on file. You must keep a valid credit or debit card on file. By accepting these Terms you authorize Valeō to charge that card for: membership renewals on your billing date; late cancellation, no-show and administrative fees; early cancellation fees; extended freeze holding fees; and any other amount you owe under these policies. If a charge fails, we may retry it and your bookings may be suspended until the balance is paid.

3.4 No refunds. memberships, class packs, intro offers, single credits, private parties and workshops are non-refundable once purchased, except where these Terms or the law say otherwise (see Section 6 for workshops we cancel).

3.5 Non-transferable. Credits and memberships belong to you alone. They cannot be shared, split, sold or transferred, except guest passes included with The UNLIMITED plans, which may be given to a friend who is new to Valeō.

3.6 Price increases. Valeō may increase its prices from time to time to reflect operating costs, wages, rent and the services we offer. For memberships, we will give you at least 30 days’ written notice by email before an increase, and the new price applies from your first billing date after the notice period. During a commitment term your price is held until the term ends; after that, a renewal is at the price then in effect, including an increased price for which notice has been given. If you do not accept an increase you may cancel before it takes effect on the notice in Section 4.8, with no early cancellation fee. Class pack, single credit, intro offer, private party, treatment suite and retail prices may change at any time without notice; anything you have already bought keeps the price you paid.

3.7 Declined or failed payments. If a renewal or fee charge is declined, we will notify you and retry the card. Until the balance is paid, bookings are paused, credits for that month are not issued, and the membership remains active and accruing. A balance unpaid for 30 days after notice may be referred for collection, and you are responsible for reasonable collection costs.

3.8 One person, one account. Your account, credits and membership are for your use only. Letting someone else attend under your name, booking for another person, or holding more than one account (including to re-use an intro offer) is a breach of these policies; the class is charged at the drop-in rate to the account holder and the membership may be terminated without refund.

3.9 Promotions, gift cards and retail. Promotional pricing and discount codes apply only during the stated period, cannot be combined with other offers or applied to past purchases, and may be withdrawn at any time. Gift cards have no cash value, are not refundable, and expire only where the law allows. Retail items, including grip socks and apparel, are final sale.

4. MEMBERSHIPS

4.1 How memberships work. Every membership renews automatically on your billing date until you cancel it in writing. When you buy, you choose a plan with a commitment term. After the term ends, the plan continues month-to-month (or year-to-year, for annual paid-in-full plans) at the price then in effect for that plan, until you cancel with the notice in 4.8.

4.2 Your membership agreement. The commitment term, price, inclusions, guest passes, freeze allowance and early cancellation fee for your plan are set out in the membership agreement you accept at checkout and in the product description for your plan. Where something specific to your plan differs from these policies, your membership agreement governs for that item.

4.3 Activation and billing date. Your membership starts, and your billing date is set, on the date of your first booked class, even if you later cancel that class. If you have not booked a first class within 60 days of purchase, the membership activates automatically on day 60. Your billing date repeats on the same day each month.

4.4 Credits each month. Class-count memberships, and the class-count portion of any hybrid plan, issue their credits on your billing date. Credits must be used within that billing month. They do not roll over, cannot be borrowed from next month, and are not refunded if unused. Unlimited plans allow one class per day.

4.5 Annual, paid in full. The paid-in-full UNLIMITED Annual covers 12 months from activation. About 30 days before it ends we will email you to confirm renewal. Unless you cancel in writing before the renewal date, the plan renews for a further 12 months at the annual price then in effect (with any increase notified under 3.6) and that amount is charged to your card on file.

4.6 Guest passes. Where your plan includes guest passes, the number and frequency are shown in your membership agreement. A guest pass is for a friend who is new to Valeō, must be booked by you through the front desk, and expires with the month it was issued. Guest passes cannot be added to a plan that does not include them.

4.7 Freezing your membership.

• Your freeze allowance (how many freezes you may take and how long each can last) is set out in your membership agreement.

• Request a freeze in writing to hello@valeopilates.com or through the Valeō app at least 14 days before your next billing date. Include a start date and an end date. If no end date is given, the freeze runs for the maximum period allowed by your membership agreement and your membership then resumes and bills as normal.

• You must complete your commitment term before a freeze is available, except for medical freezes (Section 8).

• Freezes pause billing and class access together. A freeze extends your commitment term by the length of the freeze; it does not shorten it.

• If you need longer than your membership agreement allows, a $50 holding fee applies for each additional month or part of a month. Extended freezes must still be requested in writing with the notice above.

4.8 Cancelling your membership.

• Cancel in writing to hello@valeopilates.com. Cancellations are not accepted verbally, by social media message, or by stopping payment.

• After your commitment term, 2 weeks’ written notice before your next billing date ends the membership at that billing date. Notice received inside 2 weeks takes effect at the following billing date, and that month is charged and non-refundable.

• During your commitment term, you may end the membership early by paying the early cancellation fee for your plan (see your membership agreement, 4.2) plus any amount already owing. Your access ends on your next billing date.

• A failed or disputed renewal payment does not cancel your membership. The balance remains owing, and bookings are paused until it is paid.

4.9 Changing plans. You may upgrade at any time; the new plan’s terms and commitment apply from your next billing date. A downgrade takes effect at your next billing date after your commitment term and must be kept for at least 2 billing months before another change.

4.10 Grandfathered and founding rates. Where you hold a rate that is no longer sold (including any founding-member rate), you keep it for as long as that membership stays active without interruption. Cancelling, changing plans, or allowing the membership to lapse for non-payment ends the grandfathered rate, and any new membership is at current pricing. A medical freeze (Section 8) does not end a grandfathered rate.

4.11 Death or permanent incapacity. If a member dies or becomes permanently unable to attend, the membership ends immediately on written notice from a family member or representative, with no fee. Any prepaid, unused months of an annual plan are refunded to the member or their estate.

4.12 Membership start on a special offer. Where a membership is bought at a promotional, founding or introductory rate, the rate, its conditions and the date it ends are those shown at purchase. A promotional rate that is conditional on continuous membership ends if the membership lapses, is cancelled, or is changed to another plan, as set out in 4.10.

5. CLASS PACKAGES, CREDITS AND INTRO OFFERS

5.1 No auto-renewal. Class packs and single credits are a one-time purchase. Nothing renews, and no monthly fee applies.

5.2 Expiry. Every pack and credit has an expiry period, counted from the date of purchase, shown in the product description when you buy and on your account in the Valeō app. Unused credits are forfeited on expiry. Packs and credits cannot be extended, paused or frozen. Where a product is limited to certain locations, class types or times of day (for example a mat-only pack or a morning-only pack), that limit is part of the product and credits cannot be used outside it.

5.3 Intro offers are for clients who are new to Valeō, one per person, and cannot be shared, split or combined with another offer. Maximum one class per day. Each intro offer has a start window (the period after purchase within which the first class must be taken) and a validity period (how long it lasts from the first class), both shown in the product description when you buy. An intro offer that is not started within its start window expires and is not refunded.

Intro offers do not include treatment suite, shower or beauty bar access unless the product description says they do.

Who counts as new. A new client is someone who has never attended a class at any Valeō location. Intro offers bought by a returning client, or through a second account, are converted to the equivalent regular pack and the difference charged to the card on file. A returning client who has not visited in 12 months or more may be offered a welcome-back rate at our discretion; that rate is not an intro offer and is not available on request.

5.4 Late cancellations and no-shows on any pack, credit or intro offer follow Section 1: the credit is forfeited and the fee is charged.

5.5 Our offerings change. We may add, change, re-price or withdraw any pack, credit, intro offer, promotion or membership plan at any time. A change does not affect anything you have already bought: the expiry, inclusions and price shown when you purchased are the ones that apply to it. The current line-up is at valeopilates.com and in the Valeō app.

6. WORKSHOPS, EVENTS AND PRIVATE PARTIES

6.1 Workshops and events must be paid in full at registration and are non-refundable if you cancel or do not attend. Where a workshop is run with a partner brand, Section 9.5 (partner experiences) also applies.

6.2 If we cancel a workshop or event — for low enrolment, instructor availability or any other reason — we will tell you as soon as we can and refund the registration fee in full to your original payment method.

6.3 Private parties are booked for a specific date and time and paid in full at booking. They follow the 24-hour cancellation rule in Section 1.7. Because they are booked to a date, there is no separate expiry.

7. STUDIO CLASS CANCELLATIONS AND SCHEDULE MODIFICATIONS

7.1 Class cancellation by the Studio. We may cancel a class up to 2 hours before its start time if too few clients are booked. You will be notified by app notification or email and your credit is returned to your account.

7.2 Schedule changes. We may add, move, change or remove class times, formats, instructors or locations to respond to demand, seasons, instructor availability or operations. Instructors may be substituted without notice. A membership or pack is a purchase of access to the Studio’s schedule, not to a particular class, time or instructor.

7.3 Closures and reduced service. We may close a location, or run a reduced schedule, for statutory holidays, maintenance, renovations, staffing, severe weather, utility failures or other events beyond our reasonable control. Planned closures are posted in advance; emergency closures are posted as soon as we know. Memberships are not extended or credited for closures, reduced schedules or individual class cancellations.

7.4 Events beyond our control. Valeō is not liable for any failure or delay in providing classes or facilities caused by events outside our reasonable control, including fire, flood, severe weather, pandemic or public health order, power or water outage, landlord action, strikes or government direction. Where such an event prevents us from operating a location for more than 30 consecutive days, affected members may freeze without limit for the duration, and prepaid annual members may cancel with a pro-rated refund of unused months.

7.5 Equipment and facilities. Reformer counts, equipment, treatment suite availability and amenities may change at any time for maintenance, replacement or upgrade. A class that cannot run because of an equipment or facility issue is cancelled under 7.1 and your credit returned. A class that starts and is interrupted by an issue on our side for more than 15 minutes is not charged.

7.6 Renovation or relocation. We may renovate, expand or relocate a studio. Where work affects a location for an extended period we will give members at least 14 days’ notice and apply 7.3.

8. HEALTH, PREGNANCY AND MEDICAL FREEZES

8.1 Tell us about injuries and conditions. Before each class, tell your instructor about any injury, medical condition, surgery, or physical restriction. Instructors can offer modifications, but they are not medical professionals. If you are unsure whether Pilates is right for you, speak with your healthcare provider first.

8.2 Pregnancy. If you are pregnant, you must give us written clearance from your obstetrician, midwife or family doctor confirming you may practise Pilates before your first class after learning you are pregnant, and you must tell your instructor before every class. We may decline participation where we have a safety concern or the clearance is insufficient. Certain exercises will be modified or restricted, especially after the first trimester. By participating while pregnant you accept the risks of Pilates in pregnancy, including abdominal strain, reduced blood flow when lying on your back, and joint instability, and you agree to follow your instructor’s modifications and to stop and tell us if anything is uncomfortable. Please keep consulting your healthcare provider through your pregnancy and let us know of any change in medical advice.

8.3 Treatment suite. The cold plunge, infrared sauna and steam shower are booked separately, in timed sessions, and follow the 24-hour cancellation rule in Section 1.7. Use is at your own risk. Do not use the suite if you are pregnant, have a heart condition, high or low blood pressure, are taking medication that affects heat or cold tolerance, have consumed alcohol, or have been advised against heat or cold exposure. By booking the treatment suite you confirm you are not pregnant and agree to tell us before any future use if that changes. Follow the posted time limits and house rules; we may end a session for safety.

8.4 Medical freeze. Any member whose medical condition prevents attendance — including pregnancy, injury, illness, surgery, recovery or a mental health leave — may request a medical freeze at any time, including during a commitment term and in addition to standard freezes.

• Provide a note from a qualified healthcare practitioner confirming (i) that you have a medical condition, described generally, (ii) that it prevents attendance, and (iii) its expected duration. We will not ask for a diagnosis, your medical history or any record beyond what is needed to confirm the request.

• A medical freeze runs for the period your practitioner confirms, up to 12 months. Extensions are available with updated documentation. Where a freeze runs past 6 months we may ask for a periodic update.

• Billing and class access pause together. There is no holding fee. Your commitment term resumes where it left off when the freeze ends, and you return at the rate in effect when the freeze was requested, including any grandfathered rate.

• We may ask for additional documentation only where what you have provided is not enough to confirm the need, and we apply the same limits to every medical freeze.

• Everything you give us under this section is kept confidential and seen only by staff who need it to process the request.

8.5 Equal treatment. This section applies the same way to every member regardless of the condition, and nobody is treated differently on the basis of pregnancy, disability or any other ground protected by the Ontario Human Rights Code.

8.6 If you are hurt in the studio. Tell your instructor or the front desk immediately, before you leave, so we can help and complete an incident report with you. We will share the report with you on request. An injury reported after you have left the studio is harder for us to support.

8.7 Illness and infection control. Please do not attend if you are unwell with anything contagious, have an open wound that cannot be covered, or have been advised by a healthcare provider not to exercise. A same-day cancellation for illness is still a late cancellation and the fee applies. We may ask a visibly unwell client to leave and will return the credit.

8.8 Fitness to participate. We may decline to admit, or may ask to leave, anyone who appears to be under the influence of alcohol or drugs, or who is otherwise not in a condition to exercise safely. The credit is forfeited.

9. STUDIO CONDUCT, PRIVACY AND PARTNER EXPERIENCES

9.1 Studio etiquette. Shoes come off at the entry mats; grip socks are required on the reformer and recommended on the mat. Please keep phones silenced, bring your own water, and leave the space as you found it. Treatment suite bookings have their own house rules, posted at the suite.

9.2 Respect, always. Valeō is a space where everyone is treated with dignity. We do not tolerate discrimination or harassment on any ground protected by the Ontario Human Rights Code — including 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 — or on the basis of body shape or language. This applies to clients, staff, instructors, contractors, partners and guests alike. Discrimination and harassment include derogatory comments, slurs, jokes, gestures, exclusion and any conduct that creates an intimidating or hostile environment. We investigate every complaint promptly and act on it, up to and including ending a membership or employment. Retaliation against anyone who raises or helps with a complaint is prohibited. Our full Anti-Discrimination Policy is available on request.

9.3 Zero tolerance for abuse. Any verbal, physical, emotional or other abuse, intimidation, threat or persistent disrespect directed at staff, instructors, clients or others in the studio will result in immediate removal from the premises and may result in termination of your membership without refund, a ban from all locations, and legal action where appropriate.

9.4 Recording and photography. Continuous video or audio recording of classes, sessions or other clients — by phone, camera, tripod or any device — is not permitted. Brief, non-disruptive photos for personal use (a selfie, a photo of the equipment) are fine, provided no other client is identifiable without their express consent. We may require any media created in breach of this section to be deleted. From time to time we photograph or film in the studio for our own channels; we will tell you in advance and you may opt out.

9.5 Gifted products and partner experiences. We sometimes partner with other brands to offer complimentary products, samples, gifts or experiences (workshops, treatments, events, retreats or services run by the partner). These are provided by the partner, not by Valeō. We do not make, test or operate them and give no warranty about their safety, quality, ingredients, allergens or suitability; a partnership is not an endorsement. If you accept a gifted product or take part in a partner experience you do so voluntarily and at your own risk, after reading the partner’s labels, warnings and instructions, and after consulting a healthcare provider if you have allergies, sensitivities or health concerns. To the fullest extent the law allows, you release Valeō, its owners, instructors, employees, affiliates and partners from any claim, injury, allergic reaction, illness or expense arising from a gifted item or partner experience, including claims based on negligence. We will always tell you clearly when something comes from a partner, and you can decline it at any time without affecting your membership.

9.6 Lost property and lockers. Items left in the studio are held for 30 days and then donated or discarded. Lockers and cubbies are for use during your visit only and are emptied at close each day.

9.7 Animals. Animals are not permitted in the studio, other than service animals as required by law.

9.8 Parking and common areas. Parking is provided by the building landlord and is at your own risk. Please follow posted signage and time limits; Valeō is not responsible for tickets, towing or damage in the lot.

9.9 Interactions with instructors and staff. Our team is here for you during studio hours and through hello@valeopilates.com. Please do not contact instructors or staff on their personal phones or social accounts about bookings, billing or scheduling; those requests cannot be actioned there and may be missed. Instructors cannot waive fees or change terms on your behalf.

9.10 Concerns and feedback. If something is wrong, tell us directly and we will fix it: hello@valeopilates.com reaches the operations team the same day. Concerns raised with us in good faith will never affect how you are treated in the studio.

9.11 Adults only. Clients must be 18 or older. Children and non-participating guests may not observe classes or wait in the studio.

10. GENERAL

10.1 Waiver. Before your first class or any use of the facilities you must sign our Waiver and Release of Liability electronically. Participation in Pilates and use of the treatment suite involve physical exertion and inherent risk of injury; by participating you confirm you are physically able to do so and accept those risks.

10.2 Personal belongings. Lockers and cubbies are provided for convenience. Valeō is not responsible for lost, stolen or damaged personal property anywhere on the premises or in the parking areas.

10.3 Your account and communications. Keep your contact details, emergency contact and card on file current in the Valeō app. We send renewal notices, schedule changes and policy updates to the email on your account; notice sent to that address is notice to you. Our privacy practices are described in our Privacy Policy on valeopilates.com.

10.4 Changes to these policies. We may update these policies from time to time. The current version is posted on valeopilates.com and in the Valeō app, and members are emailed at least 30 days before a change that affects price, commitment term, fees, freezes or cancellation takes effect. Continuing to use your membership after that date means you accept the updated policies; if you do not, you may cancel on the notice in Section 4.8 before the change takes effect, without an early cancellation fee.

10.5 Ending your access. We may suspend or end your membership and access to any location, without refund, where you breach Section 9, where fees under these Terms remain unpaid after notice, or where we reasonably believe your participation presents a safety risk to you or others.

10.6 Governing law. These policies and your membership agreement are governed by the laws of Ontario and the federal laws of Canada that apply in Ontario. Nothing in them limits any right you have under the Consumer Protection Act (Ontario) or the Ontario Human Rights Code.

10.7 Questions. For billing, freezes, cancellations and anything about your account: hello@valeopilates.com or a message through the Valeō app. We answer within 2 business days.

10.8 Resolving a dispute. Most issues are resolved within a few days by email with the operations team. If you are not satisfied, ask for the matter to be escalated and it will be reviewed by management within 5 business days, with a written answer. A request involving a refund, a fee or a contract term may be referred to legal@valeopilates.com. Nothing in this section prevents you from exercising any right you have under Ontario consumer protection law.

10.9 What governs. These policies, your membership agreement or product terms accepted at checkout, our Waiver and Release of Liability, and our Privacy Policy together govern your relationship with Valeō. No verbal promise, social media post, or statement by an instructor or staff member changes them unless confirmed in writing by Valeō management.

10.10 If part of these policies cannot be enforced, the rest still applies. If we do not enforce a policy on one occasion, we can still enforce it later.

10.11 If Valeō changes hands. We may transfer your membership to a successor if the business or a location is sold or restructured. Your membership continues on the same terms with the successor; you will be notified in writing.