R&R Policies.

1. Booking

• All our bookings are powered through momence.

• To book your first appointment or class you must create a momence account.

• To create a momence account sign up here.

• You can also use the momence App to book (download  for iOS or Android).

• All payments for bookings are taken through the momence booking system and Stripe for merchant processing.  Your credit card details are entered on a secure page and are transferred using SSL.

• Upon making a booking, you will receive an email confirming the date, time, any special instructions, you will also receive an email reminder 36 hours prior to your appointment or your class. Please check that all information is correct.

2. R&R Class introduction

• Before attending any 4:1 or 2:1 sessions all new clients must attend a class introduction. 

• This is a one to one, 45 minute session with one of our expert physiotherapists who will conduct an in-depth assessment of your posture, biomechanics and muscular endurance to ensure that you have the optimal Pilates journey.

3. Block purchase and Gift Card validity

• Classes and private/semi private appointments can be booked as drop in or in blocks of 5 or 10.

• Purchase of any class pack is non refundable after 30 days of purchase.

• Physiotherapy and Pelvic Health appointments, Class introductions, class drop ins and free classes are valid for a period of 1 month from purchase. 4:1 classes, 1:1 and 2:1 packages of 5 are valid for 90 days, packages of 10 are valid for 6 months and packages of 20 are valid for 12 months from the date of your first class used on the block, unless stated otherwise.

• Gift cards are valid for 6 months from the date of issue and cannot be exchanged for cash or refunds given.

4. Cancellation

• All R&R appointments and classes must be prepaid and clients agree to our cancellation policy at the time of booking.

• We know life can be unpredictable and we try to accommodate this as much as possible.  We allow every client one late cancellation without charge (the credit will be put back on to your momence account for future use).

• Our cancellation policies are:

• Physiotherapy and Pilates appointments

•  Early cancel (over 24 hours before your appointment): you will receive a full refund to your payment card.

•  Late cancel (less than 24 hours before your appointment) or No Show: no refund will be given.

• Classes

• Early cancel (over 24 hours before your class): your class credit will be put back on to your momence account.

• Late cancel (less than 24 hours before your class) or No Show: no refund will be given.

• To cancel an appointment or class, sign in to your momence account, and click the red cancel button next to the session you want to cancel.

5. Waitlist

• If you are on a waitlist and a space becomes available you will be emailed 2 hours before the class starts to confirm that you would like to join the class.

• You must respond within 1 hour to the waitlist email otherwise your class place will be offered to the next person on the waitlist.

6. Governance and professional responsibilities

• The Chartered Society of Physiotherapy (CSP) is the professional body and representative organisation for physiotherapy in the UK.

• As a Physiotherapy led business, R&R follows the CSPs Code of Members’ Professional Values and Behaviours which reflects the legal, regulatory and organisational requirements and responsibilities that CSP members must fulfil in their conduct and practice of Physiotherapy.

• All our Physiotherapists are registered with the Health & Care Professions Council which defines our standards of conduct, performance and ethics and proficiency.

7. Covid-19

• As a health care provider we are following both the official UK government Covid-19 guidance and best practices for infection prevention and control (IPC) supported by the HCPC IPC standards.

8. Promotions

• R&R may from time to time, run promotions, competitions, prize draws and/or any other form of promotion or a combination of these (“Promotion”)

• The type of promotion will be described including any additional terms and conditions other than these Standard Promotional Terms including details of participation, opening and closing time and date for participation in the Specific Promotional Terms.

• Please ensure that you follow the instructions on the Specific Promotional Terms as to how to participate in the applicable Promotion.

• The Promotional Period will be the period from any start date and time to any end date and time indicated in the relevant Specific Promotional Terms. In the absence of express dates, the Promotional Period shall be the period during which the promotion is available to eligible clients of R&R until such date and time as the promotion is withdrawn by us. 

• Participation in a Promotion is voluntary.

• Unless otherwise indicated in the applicable Specific Promotional Terms: (a) entry into each Promotion may be used only once; and (b) the prize offered in any Promotion is non-exchangeable and non-transferable.

9. Workshop and Events Cancellation Policy & Payment Terms

Payment Details

• By booking on to a R&R workshop or event you are agreeing to these terms and conditions.

• Your confirmation will be sent to you by email once your booking has been made, this will provide you will all information needed for your workshop/event.​

Cancellations

• 72 hours before the workshop/event start date and time: Fully Refundable, free cancellation

• Within 72 hours of the workshop/event start date and time: The booking at this stage is non-refundable 

• Get in touch early if you need to cancel for whatever reason. We will do our best to re-sell your place and if we can will be happy to provide a full refund or we can work with you to book on to another future workshop/event

• Refunds cannot be made: 

• If your transport is cancelled

• No-shows, i.e. you don’t cancel and you don’t let us know that you won’t be attending

• We reserve the right to cancel or postpone a workshop/event for any reason. This would only happen in exceptional circumstances resulting in us not being able to offer the workshop/event as advertised, or if the minimum number of participants to run the workshop/event is not met, or in case of Force Majeure

• If your workshop/event is postponed, we will automatically transfer your payment(s) to the workshop/event's alternate date which we will confirm in writing via email to you. If you are unable to attend the alternative workshop/event date, you can transfer your payment to a different workshop/event or keep your payment as credit (that never expires)

• If a workshop/event is going ahead, but you decide to cancel, the normal cancellation fees and timeframes above apply

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10. Memberships

R&R Pilates Memberships

• ​You have 14 days from purchase of the membership to change your mind, after the 14 days, R&R memberships bills monthly from the date of purchase and has a minimum term of 2 months.

• From the date of your membership activation you have 1 month to use your class credits and then your class credits will reset every month thereafter.

• R&R Pilates Members are limited to 1 class per day.

• Class credits can be used for 4:1 reformer classes only.  Credits (class and 1:1s) cannot be shared with or transferred to other members and cannot be rolled over to another month.  

• A Class introduction must be completed before joining 4:1 Pilates classes or 2:1 sessions.

• Physiotherapy, Pelvic Health and Pilates 1:1 services are not included within the memberships.

• All members receive 10% discount on Physiotherapy, Pelvic Health and Pilates 1:1 appointments and can request their exclusive member discount code by emailing info@rrphysiopilates.com.

• All late cancellations and no shows are non refundable and will be deducted from your monthly credit allowance.

• Memberships can be paused for up to 6 weeks per year (the year being the 12 months from activation date of your membership).  Please email info@rrphysiopilates.com to pause your membership giving at least 1 weeks notice prior to the date you want the pause to start

• After the initial 2 month minimum term length, your membership can be cancelled at any time by emailing info@rrphysiopilates.com. The cancellation will take effect from your next payment date and so you will be able to continue to use your membership until that date.

• Members must retain a valid credit card on their momence account.

• Failure to pay membership or may result in the suspension of your account and membership booking privileges.

• If you use all your monthly credit allowance, additional credits can be purchased at a special price of £24 per class.  Please purchase a drop in 4:1 reformer class using your exclusive member code which you can request by emailing randrphysiopilates@gmail.com.

12. Contact Us

If you have questions regarding these Policies, please contact us.

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