What to wear
Clients are requested to wear clothing that is free from any zips (eg cycling tops/shorts that have zips at the back), as these can tear the leather on our equipment.
We ask customers to wear socks at all times – please bring a clean pair of socks rather than the ones you have been wearing all day 😉
In order to offer you the best instructors and the best service, The Pilates Clinic has to remain strict on the cancellation policy. We always try to do our best for you and this is the one area where we ask our customers to commit to us. The cancellation policy is a generous 24 hours, but please let us know as soon as possible if you are going to cancel.
How to cancel: please use the online booking system or The Pilates Clinic London App. to cancel sessions. Please do not cancel by phone or email unless it is at least 48 hours before the session.
Regular sessions and blocks of sessions
It is possible to book regular time slots – provided you also buy blocks of sessions. However, please note: regular time slots and blocks of sessions are not linked. When you have a regular slot, it does not expire when your block expires; so, you need to notify us if your regular slot is no longer needed, otherwise you remain liable to pay for it. Equally, blocks of session do not require a regular time slot; you can buy a block and use the sessions in random time slots – time and availability permitting.
REGULAR TIMES THAT ARE MISSED/CANCELLED MORE THAN 4 WEEKS IN A ROW, CAN BE TAKEN AWAY FROM THAT CLIENT.
Payments/cancellations / Refund Policy / Expiration of blocks
- All classes must be paid for prior to the scheduled class date to ensure your place.
- Cancellations within 24 hours will NOT be refunded.
- Cancellations earlier than 24 hours will receive a full credit towards a future class based on availability and same session cost.
- Refunds for blocks/sessions will be given at the discretion of Lisa Lamberti, depending on the circumstances. In the event of a refund on a block, discounts will be lost from the sessions that have already been used, card fees deducted, and the balance refunded.
- Blocks of sessions have expiry times on them: All blocks expire after 6 months, and blocks of 50 or 80 expire after one year. If you reach expiry on your block, all is not lost. For a fee, you can extend the block.
- Remember, if you have booked a regular time slot, you are liable to pay for it until you give us notice to stop.
Terms & Conditions
Information published on this web site is provided for the use of its visitors and you are advised that, although care has been taken to ensure technical and factual accuracy, some errors may occur. No guarantee is given of the accuracy or completeness of information on these pages. Please be aware that The Pilates Clinic London Ltd. may alter the information on its web site from time to time. The Pilates Clinic London Ltd. shall have no liability arising from the use by any party of the information on this web site. The Pilates Clinic London Ltd. does not warrant the information on this web site in any way and in particular no warranty is given that the web site or its contents or hypertext links are virus free or uncontaminated. You are advised to make your own virus checks and to implement your own precautions in this respect. The Pilates Clinic London Ltd. exclude all liability for contamination or damage caused by any virus or electronic transmission.
Any client requesting a regular time slot is liable for the payment of that slot until such time as written notice is given to relinquish this time slot.
Privacy & Security Policy
Commitment to Data Security
Your personally identifiable information is kept secure. Only authorized employees have access to this information. All emails and newsletters from our site allow you to opt out of further mailings that you previously opted in to.
The Pilates Clinic will never sell trade, rent, exchange or otherwise share your personal information with any other person, company or organization.
The Pilates Clinic is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified, you can be assured that it will only be used in accordance with this privacy statement.
The Pilates Clinic may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This updated policy is effective from 25th May 2018.
How we collect information:
- At The Pilates Clinic studio – you will be asked to complete a form when you arrive to your first session which requests relevant health information in order for us to provide our service.
What we collect
We may collect the following information:
- contact information including phone and email address
- Home address
- Relevant health information
- Contact preferences
What we do with the information
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
- Assess and develop a personalised training plan
- Internal record keeping.
- We may use the information to improve our products and services.
- We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided based on your selected preferences.
The Pilates Clinic is committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways:
- whenever you are asked to fill in a form, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
- if you have agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at firstname.lastname@example.org or using the unsubscribe link at the bottom of our emails.
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.
You may request details of personal information which we hold about you.
If you believe that any information we are holding on you is incorrect or incomplete, please email us as soon as possible at email@example.com. We will promptly correct any information found to be incorrect.
Please note this important COVID-19 information:
-If you are feeling unwell or are showing any symptoms of Covid-19 please cancel your appointment immediately and let us know.
-If you arrive with noticeable symptoms, you will be refused entry and asked to leave.
-If you have been unwell, please allow at least 7 days with no symptoms before returning to the studio and confirm clearance from the COVID Medical Officer before returning.
Clinically extremely vulnerable individuals or those continuing to live with anyone deemed clinically extremely vulnerable should not engage in the class environment.
-If you become symptomatic whilst at the studio, you must leave the venue immediately and if safe to do so, without touching anything or coming into close contact with anyone.
-If you become unwell after leaving the studio, you must inform us immediately on 07984 920 232 so we can follow our inhouse tracing procedure.
-The studio is temporarily limited to a maximum of 12 individuals at any one time due to social distancing requirements.
-Face covering are not compulsory for our setting but may of course be worn if you feel safer doing so. Please wear a face covering to arrive and to leave.
-Please do not bring food or personal belongings into the studio other than your own water bottle and small handbag.
-Socks must be work at all times.
-Please arrive on time and if required, please wait outside the studio by the lift whilst maintaining social distancing until called in.
-You may be asked to complete a consent form stating you are well in order to enter the studio.
-Please follow the studio signs, one way floor markings and cleaning procedures when entering and moving around the studio.
Our COVID-19 Risk Assessment can be found below
CANCELLATION POLICY: We have a strict 24-hour cancellation policy. After that we charge in full. If it is the day before your session but not yet in the 24 hour period, you may cancel only online or using the app. Cancellations by text, phone or email are only valid 2 or more days before the session, because we may only get to check these at night.
UK COVID-19 Risk Assessment
|What are the hazards?
|Transmission of COVID-19
|Who might be harmed?
|All Facility users
|Next date of review:
|31st Aug 2020
|Further Action Required & By Whom
|An assessment of space capacities, venue circulation and layout planning to maintain social distancing
|The facility has been assessed based on size and space required for a safe and effective workout, according to Government advice and guidance and HSE Regulations, to uphold the social distancing requirements.
Equipment and room dividers have been specifically arranged to allow distance between individuals and allow individuals to move easily around the facility without having to pass each other closely. Floors have been marked defining required space and one-way movement.
Bookings have been limited to not exceed 12 people in the room at any one time, in line with occupancy rates
Communication has been sent to individuals to explain the reasoning for these temporary limitations at this time.
The facility will be sign posted throughout to remind visitors on social distancing requirements.
|Efficient ventilation to allow fresh air to flow throughout facility
|Windows and non-fire doors will always remain open to ensure continuous fresh air flow throughout the facility.
Gaps between sessions will allow fresh air to circulate before the next session starts.
|The venue has a daily cleaning strategy to minimise COVID-19 transmission risk
|Visitors are required to sanitize hands before entering the facility.
Toilets and equipment will be thoroughly cleaned between every session, including objects and surfaces that are touched regularly, using appropriate cleaning products and methods.
At the end of each day, the facility will be cleaned throughout to ensure its ready for the next day.
Personal belongings will not be brought into the facility, other than a personal water bottle and keys and small hand bags.
It remains the rule that no shoes or food are allowed in the studio. Shoes are to be removed and carried in.
|Ensuring class session plans are designed to minimise risk/NHS burden as a priority consideration and transmission of COVID-19
|Sessions have been planned to ensure the required maximum occupancy is not exceeded.
Session times have been adjusted to allow for thorough cleaning and clean fresh air to circulate between sessions.
|Waiting area procedures in place to ensure no gatherings before and after sessions
|New waiting area procedures have been communicated with individuals to ensure no gathering in groups before and after sessions and to allow for continuous movement in and out of the facility.
The facility will be sign posted to remind visitors to arrive and leave swiftly to avoid gatherings.
|Instructors are aware of processes and how to maintain new facility processes to minimise risk
|All instructors at The Pilates Clinic have been trained and are aware of the risks that COVID-19 brings and have full authority to refuse entry to anyone displaying symptoms and feeling unwell.
All instructors will wear clear face shields when needed.
|Communications in place so that all individuals are aware of the control measures in place and how to act appropriately to minimise the risk of transmission of COVID-19
|Regular communications are in place explaining the required new procedures when visiting the facility and reminded when they arrive for their session.
The facility will be sign posted throughout to remind visitors on minimizing risks.
|Steps taken to improve understanding of first aid provision under COVID-19
|Guidance from St Johns Ambulance followed
|Visitors to the Facility:
|Individual guidance on face coverings is clearly communicated to avoid confusion
|Individuals are given the option to wear their own face coverings if they feel safer doing so, but it is not compulsory. This information is communicated with visitors at time of booking and on arrival if unsure. This guidance comes from WHO with regards to exercise.
Instructors will wear clear face shields when necessary.
|Provision of hand washing facilities with warm water, soap, disposable towels, and bin.
|On arrival to the facility, individuals are requested to use the hand sanitising facilities provided at the entrance.
Warm water hand washing facilities are also provided. Participants to be encouraged to carry their own sanitisers with them
|It is made clear to visitors how to use the facility with signs, floor markings, clear movement routes to minimise risk.
|Individuals will be welcomed and directed around the facility by their Instructor and by following the signs and floor markings ensuring a one-way system is followed.
After the session, individuals will be reminded to avoid gatherings and to leave swiftly.
Instructors will provide advice and reminders to individuals where necessary.
|Self-screening of individuals before they arrive to ensure individuals displaying COVID-19 symptoms or those who should be shielding do not travel or attend
|Booking confirmation emails ahead of the session explicitly state that if an individual has any symptoms of feeling unwell that they do not attend the session and remain at home until symptoms have passed and only return once they have been cleared by a doctor.
It is also stated that if an individual arrives with noticeable symptoms, they will be refused entry to the facility and asked to go home or if necessary an ambulance will be called. Records will be made if this incident occurs.
|Outline how participants who are returning to the environment from isolation due to suspected or confirmed cases of COVID-19 or other COVID-19 related reasons should be medically assessed prior to return
|No participant will return to the class for at least 10 days from the onset of symptoms and they must be at least 7 days with no symptoms. They will not be allowed back to the venue for at least 14 days from the onset of symptoms and will require clearance from the COVID Medical officer before they return.
Individuals are made aware of this process at time of booking.
|Agree a clear position on how participants who are deemed vulnerable or are in a household with vulnerable individuals interact with the environment, which must be in line with government advice on clinically vulnerable individuals.
|Clinically extremely vulnerable individuals or those continuing to live with anyone deemed clinically extremely vulnerable should not be engaged in the class environment in line with current government advice.
Participants deemed ‘clinically extremely vulnerable’ should continue to follow government advice. This currently includes maintaining ‘shielding’ and therefore, should not return to organised exercise outside of the home.
Individuals are made aware of this process at time of booking.
|Should a known or suspected COVID-19 case occur in the exercise environment or an individual be identified as a contact of a known case the individual/s in question should be placed in isolation and follow the PHE guidelines.
|Any participant who may become symptomatic whilst at the class should leave the venue, if safe to do so, immediately without touching anything and without coming into close contact with anyone.
If they are clinically unstable, they will be isolated in a separate room and medical assistance called for.
Thorough cleaning will be undertaken immediately once the symptomatic individual has left the facility.
|Should a known or suspected COVID-19 case occur in or after visiting the exercise environment ensure to trace and inform all potentially effected individuals who have visited the facility.
|Individuals are to inform the facility if they become unwell after visiting the facility so an in house tracing procedure can be followed.
Individuals are made aware of this requirement via various communications and reminded at their booked session.