Terms & Conditions

Guidelines

Welcome to Poinciana Pilates. We are dedicated to maintaining a respectful, inclusive, and supportive space for all our members. These guidelines outline important policies regarding class bookings, cancellations, waitlists, and general studio practices to help ensure a smooth and fair experience for everyone.

Cancellation Policy

To promote fair access to classes, Poinciana Pilates follows a two-hour cancellation window. Cancellation within the two hours before the class will deduct your credit of your account. While we understand that unexpected events may occur, timely cancellations allow others the opportunity to attend.

Please cancel your booking via the booking app. If you experience any issues with the app, be sure to email us or call us before the cancellation window closes.

Our cancellation policy is as follows:

Early Cancellation (No Fee): Cancellations made two (2) hours or more before the class start time incur no fee, and the class credit remains on your account. Thank you for cancelling early.
No-Show: If you book a class and do not attend, the credit will be deducted from your account.

Promotional Codes

Promotional codes offered by Poinciana Pilates are subject to the following terms and conditions:

Single Use Only: Each promotional code is valid for one-time use per individual. Repeated use of the same code by the same person is not permitted.
Personal Information Requirement: To redeem a promotional code, users must provide their own unique email address and phone number. All personal data will be handled in accordance with the Poinciana Pilates Privacy Policy.
Misuse of Codes: Any misuse of promotional codes—such as multiple redemptions by one person or unauthorized sharing—may result in the standard class fee being charged.
Monitoring and Enforcement: Poinciana Pilates actively monitors code usage and reserves the right to take corrective action. This may include charging standard rates or suspending membership privileges in the event of misuse.
Clarification Encouraged: If you have questions about how a promotional code works, please contact us via phone or email before attempting to redeem it.

Definitions

For the purposes of these Terms and Conditions:

ACL refers to the Australian Consumer Law, Schedule 2 of the Competition and Consumer Act 2010 (Cth) and any related regulations, as amended.
Consumer has the meaning defined under the ACL.
Goods means any products supplied by Poinciana Pilates to you.
In Writing refers to formal communication delivered in person, by mail, or via email directly to Poinciana Pilates staff.
Services includes all offerings provided by Poinciana Pilates, such as Pilates and yoga.
Terms means all the provisions outlined in these Terms and Conditions.
You refers to any individual purchasing or using goods or services offered by Poinciana Pilates.

Important Information

Poinciana Pilates provides services limited to Pilates and yoga. Please read the following important information carefully:

Physical Activity and Health Acknowledgement: Participation in Pilates and yoga involves physical exertion and carries inherent risks, including potential injury or medical complications. By attending classes, you acknowledge and accept these risks.
Health and Medical Conditions: You confirm that you do not suffer from any medical condition that would prevent safe participation. If you have any concerns, we strongly recommend consulting a healthcare professional before beginning.
Pregnancy: If you are pregnant, please consult your healthcare provider or obstetrician for medical clearance before attending classes. Additionally, you must inform your instructor before each session so that appropriate modifications can be made.
Medical Disclosure: For your safety, members must inform Poinciana Pilates of any medical conditions that could affect participation. In certain cases, we may request a medical clearance to ensure your wellbeing.
Right to Refuse Service: Poinciana Pilates reserves the right to refuse service when it is considered necessary or reasonable for the health and safety of the client, staff, or other members.
Personal Belongings: Poinciana Pilates is not responsible for any personal belongings brought to or left at the studio.
Membership Terms: All memberships and class packs, including the intro pack and 10 class pack, are non-refundable and non-transferable, unless otherwise agreed upon in writing by Poinciana Pilates.

Liability

Acknowledgement of Risk: Participating in any activities at Poinciana Pilates (the “Activities”) involves inherent risks, including but not limited to physical injury, illness, or even death. By attending our classes, you voluntarily accept all associated risks.
Health Declaration: You confirm that you are in good physical health and able to safely take part in the Activities. You agree to inform Poinciana Pilates of any health conditions or changes that could impact your ability to participate. If you feel unwell or unsafe at any time, you agree to stop immediately and notify the instructor. If pregnant, you must inform the instructor before class and participate only in classes suitable for your trimester and health condition.
Release of Liability: To the fullest extent permitted by law, you agree to release, indemnify, and hold harmless Poinciana Pilates—its owners, staff, contractors, and affiliates—from any and all claims, damages, or liabilities (including property damage, personal injury, or death) arising from participation in our Activities. This exclusion does not apply in cases of gross negligence or willful misconduct.
Australian Consumer Law (ACL) Notice: Under the ACL, services must:
- Be provided with due care and skill;
- Be reasonably fit for any disclosed purpose;
- Achieve any specific outcome that has been communicated.

However, if your injury or death results from the failure of services to meet these guarantees, your rights under the ACL may be excluded, restricted, or modified under these Terms. This exclusion does not apply in cases of gross negligence by Poinciana Pilates.

Pricing

All prices for goods and services provided by Poinciana Pilates include Goods and Services Tax (GST), unless otherwise noted.

Poinciana Pilates reserves the right to adjust pricing at its discretion. Price changes may result from changes in operational costs or other relevant factors. Clients will receive prior written notice before any adjustments take effect, and new pricing will apply from the date specified in that notice.

Membership and Class Pack Terms

Class Bookings

Clients must book their classes in advance through our booking app by creating an account. If the app is unavailable or you encounter difficulties, please contact us via phone or email so we can assist.
Classes start promptly at the scheduled time. Please arrive 10 minutes early to allow for a smooth, respectful experience for all attendees.
The Late Cancellation and No-Show policies apply to all booked classes.

General Terms

Memberships and class packs are non-refundable and non-transferable between clients.
Passes are valid for regularly scheduled classes only. They do not cover workshops, pop-ups, or special events unless explicitly stated.
Unused sessions expire at the end of the validity period and will not be extended.
Your class pack or membership activation date will be either the purchase date or the date of your first class, as indicated during purchase.

Introductory Offers

Introductory offers are available for new clients only and may be redeemed once per person.
Duplicate accounts created to access multiple introductory offers will be removed, and any associated passes will be forfeited.

Ongoing Memberships

Payments

Membership fees are automatically billed on a monthly or fortnightly, rolling basis.
Unless stated in a promotional offer, memberships are open-ended and not bound by a fixed term. A minimum commitment may be part of the membership, which is stated at the time of purchase.
To cancel or modify your membership, written notice must be submitted at least seven (7) days prior to your next scheduled payment. Please allow up to 48 hours for processing.
Members are responsible for ensuring sufficient funds are available on the payment date. Repeated failed payments may lead to class cancellations or membership termination.
Sessions not used within the billing cycle will expire and do not roll over to the following month.

Suspensions and Cancellations

Memberships may be placed on hold for an agreed period, up to a maximum of 2 months per calendar year.
Holds, cancellations, and changes cannot be backdated.
Membership cancellations will take effect at the end of the current billing cycle. Mid-cycle cancellations are not permitted.

Bring a Friend

We love when you share your practice with others! Please note the following conditions regarding guest (buddy) passes:

Introductory Expiry: Complimentary buddy passes linked to introductory offers will expire at the end of the introductory period.
Eligibility: Buddy passes cannot be redeemed by individuals who currently hold an active membership or class pass at Poinciana Pilates.
Booking Policies Apply: Guests using buddy passes are subject to the same Late Cancellation and No-Show policies as regular clients.

Poinciana Pilates respects your privacy and complies with the Privacy Act 1988 (Cth). We are committed to safeguarding your personal information.

Collection & Use: We collect personal details (e.g., name, phone number, email) to manage bookings, memberships, and payment processing through our trusted providers.
Disclosure: Your information will not be shared with third parties unless required by law or necessary for service delivery (e.g., payment gateways).
Consent: By using our services, you agree to the collection, use, and limited disclosure of your information as outlined in this policy.
Recording & Photography: Photographing or recording instructors or other clients within our studios is not permitted without their explicit consent.
Promotional Use: You grant Poinciana Pilates permission to use images or videos taken of you during classes or events for promotional purposes, including social media.
Access & Correction: You may request to access or update your personal information at any time by contacting your local studio or our head office.

Force Majeure

Poinciana Pilates is not liable for any failure or delay in performing its obligations where such delay or failure arises from causes beyond our reasonable control. These include, but are not limited to:

Natural disasters or acts of God
Industrial action (e.g., strikes or lockouts)
Equipment failure or technical breakdowns
Government mandates or regulatory changes
Acts of terrorism, threats, or war

In such circumstances, services may be suspended or terminated, with affected members notified in writing.

Closing and Contact Information

Thank you for being part of the Poinciana Pilates community. We are proud to offer a supportive, inclusive, and professional space to help you thrive in your health and wellbeing journey.

For questions or further clarification regarding these Terms and Conditions, please contact us:

Poinciana Pilates
📧 Email: info@poincianapilates.com.au
📞 Phone: 0499622332
🌐 Website: www.poincianapilates.com.au
📍 Address: 23/91 Poinciana Avenue, Tewantin, 4565 Qld

We encourage you to check our Terms and Policies regularly, as they may be updated from time to time. Continued participation in classes or use of our services indicates acceptance of any such changes.