Terms of Service

1. About these terms

These terms apply to every session booked with Nesly Pilates, Crewe ("we", "us"), whether online at www.nesly.co.uk, by message or in person. By booking you agree to them. Nothing in these terms affects your statutory rights as a consumer.

2. Sessions, credits and packs

• Every booking uses one session credit. A single session is a one-credit purchase; packs contain 5 or 10 credits at a lower price per session.
• Credits are tied to a session type. 1:1 credits book private sessions. Duet credits book a session for two people who know each other; one duet credit covers both participants, and the person who books is responsible for the payment and for their partner completing the health form.
• Every purchase shows its validity period before you pay (currently 90–180 days depending on the pack). Unused credits expire at the end of that period; we e-mail you two weeks beforehand.
• Credits are personal and cannot be transferred, sold or shared between accounts.
• Prices are in pounds sterling. We are not VAT-registered, so no VAT is added.

3. Payment

• Card online – processed securely by Stripe at the time of booking.
• Pay at the studio – your booking is confirmed immediately and the amount is due, in cash or by card, no later than the start of the session it relates to (or the first session of a pack).
• Bank transfer – credits are reserved immediately; please use the reference we give you so the payment can be matched.
• We may decline further bookings while an invoice remains unpaid.

4. Cancelling and rescheduling

• Cancel or reschedule 2 hours or more before the start time from your dashboard and the credit returns to your account automatically. If the session was to be paid at the studio, nothing is owed.
• Cancel less than 2 hours before, or do not attend (no-show): the credit is used. A pay-at-studio single session that is cancelled late or missed remains payable.
• Arriving late shortens your session; it cannot run past its scheduled end because another client may follow.
• If we are ill or must cancel, your credit is returned in full and we will offer alternative times. If we cannot offer a reasonable alternative you may request a refund of that session at the price you paid.

5. Your right to cancel a purchase (14-day cooling-off)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel a pack bought online within 14 days of purchase for a full refund of the unused amount, without giving a reason. By booking a session inside those 14 days you ask us to start providing the service early; if you then cancel, we refund the price paid minus any sessions taken, charged at the single-session rate. To cancel, e-mail pilates@nesly.co.uk. Refunds go back to the original payment method within 14 days.

Outside the cooling-off period credits are non-refundable, except where we cancel and cannot offer an alternative (section 4) or where required by law.

6. Health and safety

• You must complete our health questionnaire before your first session and tell us about any change in your health, injury, pregnancy or medication before each session.
• If you are pregnant, postnatal, recovering from surgery or have a medical condition, please obtain your GP's, midwife's or physiotherapist's agreement before attending.
• Follow the instructor's guidance and stop immediately if you feel pain, dizziness or unwell.
• We may decline or stop a session if we believe it is unsafe for you, in which case the credit is returned.
• Please arrive in comfortable, close-fitting clothing and grip socks.

7. Who can book

You must be at least 18 years old and able to enter into a contract. One account per person; keep your sign-in details secure and let us know at once if you think someone else is using your account.

8. Liability

We provide qualified instruction with reasonable care and skill. We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. Otherwise we are not responsible for losses that were not foreseeable when you booked, for losses caused by you not following our instructions or disclosing health information, or for business losses. Please look after your personal belongings; we cannot be responsible for items left at the studio.

9. Complaints

If something is not right, tell us at pilates@nesly.co.uk or 07585 370 411 and we will do our best to put it right quickly.

10. General

• We may update these terms; the version shown on the site when you book applies to that booking. Significant changes will be e-mailed to registered clients.
• These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.
• How we use your personal information is explained in our Privacy Policy.