Terms & Conditions.

All bookings must be made through KEINA Studios' approved booking system.

Bookings are subject to availability.

A booking is only confirmed once payment has been made or a valid class credit has been applied.

KEINA Studios reserves the right to refuse, cancel, combine, amend or reschedule bookings where reasonably necessary for operational, safety, legal, welfare, eligibility or conduct reasons.

Where fewer than four clients are booked onto a class, KEINA Studios may consider cancelling, combining or rescheduling the class.

If KEINA Studios cancels a class, affected clients will usually be offered one of the following:

• a returned class credit;
• an alternative session;
• a credit extension;
• a rollover credit;
• a refund where required by law.

Where a KEINA Studios cancellation affects the expiry of a credit, class pack or membership credit, KEINA Studios may extend or roll over the affected credit.

Clients must create their own account before booking or participating.

Clients must ensure they are booking sessions for which they are eligible, including beginner sessions, women-only sessions, student sessions, private sessions, private hire, promotions or specialist offers.

Clients under 18 may only attend sessions where KEINA Studios permits this and where any required parent or guardian consent has been completed.

KEINA Studios reserves the right to refuse or restrict participation where age, health, safety, conduct, eligibility or welfare concerns arise.

Student classes, student pricing and student offers are only available to clients who meet the eligibility requirements stated at the point of purchase or booking.

Students may be required to provide valid student ID before attending.

Where student sessions are offered to clients aged 17 to 18, participation will be subject to KEINA Studios' booking rules, consent requirements and safety procedures.

KEINA Studios reserves the right to refuse, cancel or amend a student booking where valid student ID has not been provided or where the client does not meet the relevant eligibility requirements.

Student credits follow the same expiry method as the equivalent standard class credit or class pack unless stated otherwise at the point of purchase.

Memberships, class packs and class credits are personal to the account holder.

They may only be transferred where KEINA Studios permits this through the booking system or gives express approval.

Unless stated otherwise at the point of purchase, the following expiry periods apply:

• Introductory Offer: 1 month from purchase;
• Single Class: 1 month from purchase;
• 3 Class Pack: 1 month from purchase;
• 6 Class Pack: 2 months from purchase;
• 10 Class Pack: 3 months from purchase;
• 20 Class Pack: 5 months from purchase;
• Monthly Membership Credits: end of the relevant monthly billing period;
• Student Credits: same expiry method as the equivalent standard credit or pack, unless stated otherwise.

Expired credits cannot be used unless KEINA Studios agrees to extend them.

KEINA Studios may agree to extend credits or allow transfers in exceptional circumstances, including illness, pregnancy, injury, travel or other circumstances accepted by KEINA Studios.

Memberships, class packs and class credits have no cash value and cannot be exchanged for cash.

KEINA Studios reserves the right to introduce, amend or withdraw membership options, class packs, promotions or offers.

Promotional offers, introductory offers and discounted credits may be subject to additional limits, including expiry dates, one-use-per-client rules, eligibility requirements or transfer restrictions.

Promotions cannot be combined unless KEINA Studios expressly states otherwise.

Recurring memberships renew automatically on a monthly basis unless cancelled before the next billing date.

By purchasing a recurring membership, you authorise KEINA Studios' approved payment provider to take recurring payment on each applicable billing date.

Members are responsible for cancelling before their next billing date if they do not wish their membership to renew.

Unless otherwise stated, membership payments already taken are non-refundable except where required by law.

Unused membership credits expire at the end of the relevant monthly billing period unless KEINA Studios agrees otherwise or unless KEINA Studios cancels a class and the cancellation affects the client's ability to use the credit before expiry.

Specific recurring membership terms, including the number of credits, billing cycle, cancellation process and any restrictions, will be shown at the point of purchase and/or in the Monthly Membership Terms.

KEINA Studios may offer founding member promotions, early access benefits or launch benefits. Unless expressly stated, these do not create a fixed lifetime price or permanent entitlement.

Members may request to freeze a recurring membership.

Membership freezes must be requested through the approved booking system or by contacting KEINA Studios.

Membership freezes are not applied automatically and may be subject to the terms shown at the point of purchase or KEINA Studios' approval.

KEINA Studios may allow a freeze in circumstances such as illness, pregnancy, injury, travel or other exceptional circumstances.

A freeze will not usually be applied retrospectively to credits that have already expired, classes already attended or payments already properly taken before the freeze request was made.

Group class bookings are subject to KEINA Studios' cancellation policy.

Cancellations made more than 24 hours before the class start time are free and the class credit will be returned.

Cancellations made between 12 and 24 hours before the class start time may be reviewed at KEINA Studios' discretion. KEINA Studios may return the credit, retain the credit, offer an alternative session or apply another reasonable remedy depending on the circumstances.

Cancellations made within 12 hours of the class start time, or failure to attend, will result in the class credit being forfeited.

Failure to attend a booked class without cancelling will be treated as a no-show and the class credit will be forfeited.

Private sessions, 2:1 sessions and similar appointments must be cancelled at least 24 hours before the scheduled start time unless different cancellation terms are confirmed at the point of booking.

If a private session, 2:1 session or similar appointment is cancelled less than 24 hours before the scheduled start time, the session credit or payment may be forfeited.

KEINA Studios may, at its discretion, waive a late cancellation or no-show consequence in exceptional circumstances.

Clients should arrive at least 10 minutes before class.

No entry is permitted once a class has started.

This is to protect client safety, allow proper instruction and avoid disruption to the session.

Where a client arrives late and is refused entry, the booking may be treated as a late cancellation or no-show.

All purchases are non-refundable except where required by law or expressly agreed by KEINA Studios.

Where a purchase is made online, you may have a legal right to cancel within 14 days of the date of purchase without giving a reason.

To exercise this right, you must contact KEINA Studios at hello@keinastudios.com within the 14-day cancellation period and clearly state that you wish to cancel your purchase.

By purchasing a class credit, class pack, membership, private session, guest pass or other service, you expressly request and agree that KEINA Studios may make the service available to you immediately during any applicable 14-day cancellation period.

If you book or attend a class, use any credit, access a membership benefit, book a private session, use a guest pass, transfer a credit or otherwise begin using the service during the 14-day cancellation period, you acknowledge that the service has started.

If you cancel after the service has started, any refund may be reduced to reflect the services already provided or made available to you.

If the service has been fully provided during the 14-day cancellation period, you may lose the right to a full refund.

Unused credits, expired credits, missed sessions, late cancellations, no-shows or unused membership allowances are not refundable unless required by law or agreed by KEINA Studios.

Cancelling a recurring membership stops future renewal payments. It does not automatically refund payments already taken, except where required by law.

KEINA Studios may, at its discretion, offer one of the following in exceptional circumstances:

• extension;
• account credit;
• alternative session;
• partial refund;
• approved transfer;
• rollover credit.

Nothing in these Terms affects your statutory rights.

KEINA Studios may allow class credits, class packs, selected membership credits, guest passes or private session credits to be transferred between account holders where this function is available through the booking system or where KEINA Studios gives express approval.

Transfers are limited and are intended for occasional use only.

Transfers are not an automatic right and remain at KEINA Studios' discretion.

Transfers may only be made between existing KEINA Studios account holders.

A transferred credit may only be transferred once.

Transferred credits remain subject to their original expiry date unless KEINA Studios agrees otherwise.

Transferred credits cannot be exchanged for cash, resold, refunded or used for any unauthorised commercial purpose.

KEINA Studios reserves the right to restrict, refuse, reverse, suspend or withdraw transfer privileges where reasonably necessary, including where transfer use appears excessive, commercial, abusive, fraudulent or inconsistent with the purpose of the original purchase.

Members may bring guests where permitted by their membership, package, guest pass or booking.

Unless stated otherwise, a guest pass will be taken from the member's own class credit, class pack or membership allowance.

KEINA Studios may offer free guest passes or promotional guest passes from time to time.

Guests must have their own KEINA Studios account before attending.

Guests must complete all required forms, including the Health Questionnaire and Liability Waiver, before participation.

Guests must comply with these Terms, the Terms of Use, the Studio Information and all studio rules.

Guests are subject to the same conduct, health, safety and studio rules as members.

KEINA Studios reserves the right to refuse guest participation where required information has not been provided or where safety, conduct, eligibility or welfare concerns arise.

All payments must be made using KEINA Studios' approved payment methods.

Payments are processed securely through third-party payment providers.

KEINA Studios does not store full payment card details.

Prices are shown at the point of purchase.

Where a recurring membership payment fails, KEINA Studios may:

• attempt to take payment again;
• suspend access to bookings, memberships, credits and services until payment is resolved;
• refuse service until outstanding balances are cleared;
• cancel unpaid bookings;
• cancel or suspend the membership if payment remains outstanding.

KEINA Studios reserves the right to recover unpaid fees, failed payments, chargebacks, damage costs, excessive cleaning costs or other sums properly owed to KEINA Studios.

KEINA Studios may sell retail products, including grip socks and other studio-related products.

Retail products are subject to availability.

For hygiene reasons, grip socks and similar items can only be returned or exchanged if they are unused, unworn, in their original packaging and returned within any applicable return period, unless they are faulty.

Faulty products should be reported to KEINA Studios as soon as reasonably possible.

Nothing in these Terms affects your statutory rights.

If food, drinks or wellness products are introduced in future, separate terms or product information may apply where required.

Private sessions, 2:1 sessions and private hire bookings are subject to availability and any specific terms agreed at the point of booking.

KEINA Studios may require full payment or a deposit before confirming a private session, 2:1 session or private hire booking.

Private sessions, 2:1 sessions and similar appointments must be cancelled at least 24 hours before the scheduled start time unless different cancellation terms are confirmed at the point of booking.

If a private session, 2:1 session or similar appointment is cancelled less than 24 hours before the scheduled start time, the session credit or payment may be forfeited.

Private hire cancellation terms may differ from standard class cancellation terms and will be confirmed at the point of booking or in a separate private hire agreement.

Private hire may allow external organisers to bring attendees, subject to KEINA Studios' approval and any separate private hire agreement.

Decorations, food and drink may be permitted during private hire only where approved by KEINA Studios.

Alcohol is not permitted unless separately approved by KEINA Studios and only where appropriate insurance, permissions and controls are in place.

Clients and hirers are responsible for ensuring that all attendees comply with these Terms, the Terms of Use, studio rules, health and safety requirements and instructor guidance.

KEINA Studios reserves the right to charge for damage, excessive cleaning, loss or additional costs caused by a client, guest, hirer, organiser or attendee.

KEINA Studios may require a separate private hire agreement for private hire bookings, events or third-party use of the studio.

All clients must comply with KEINA Studios' health, safety and studio rules.

Clients must complete the required Health Questionnaire and Liability Waiver before participating.

Clients must follow instructor guidance at all times.

Clients must inform the instructor before class of any injury, condition, pregnancy, postnatal status or health concern that may affect participation.

Grip socks are mandatory for reformer Pilates classes.

Clients must not participate if unwell, contagious, under the influence of alcohol or drugs, or otherwise unable to exercise safely.

KEINA Studios may refuse or restrict participation where there are health, safety, conduct, eligibility or welfare concerns.

Photography and filming are subject to KEINA Studios' content and consent rules.

Clients must not film or photograph other clients, instructors or studio users without consent.

For women-only sessions, filming and photography are not permitted unless expressly approved in advance by KEINA Studios and all affected participants have given explicit consent.

KEINA Studios may create photography or video content for marketing, social media, website or promotional purposes only where appropriate consent has been obtained.

Clients, guests, hirers and attendees are responsible for their own personal belongings at all times.

Personal belongings are brought into the studio and wider building at the owner's own risk.

KEINA Studios is not responsible for loss, theft or damage to personal belongings brought into the studio, left in the studio, placed in storage areas, lockers, crates or left within shared building areas, except where caused by KEINA Studios' negligence or where liability cannot legally be excluded.

Clients should avoid bringing valuable items to the studio where possible.

All belongings must be removed at the end of the session.

Clients, guests, hirers and attendees must behave respectfully towards KEINA Studios staff, instructors, other clients, visitors, building staff, occupiers and building users.

KEINA Studios may refuse entry, remove a person from the studio, cancel a booking, suspend an account or terminate access where behaviour is:

• unsafe;
• abusive;
• threatening;
• discriminatory;
• harassing;
• disruptive;
• inappropriate;
• damaging to the studio, equipment, other clients, staff, instructors, guests, building users or the reputation of KEINA Studios;
• in breach of these Terms, the Studio Information, the Terms of Use or any studio rules.

Clients, guests, hirers and attendees must not use the studio, facilities or services for any unauthorised commercial purpose.

Smoking and vaping are not permitted in the studio.

KEINA Studios may make reasonable changes to pricing, class schedules, membership structures, instructors, class formats, services and offerings where necessary for operational, commercial, safety, legal, welfare or business reasons.

Reasonable notice will be given where possible.

Where a material change significantly affects a customer's existing purchase, KEINA Studios may offer an appropriate alternative, credit, extension, rollover or refund where required by law or at KEINA Studios' discretion.

KEINA Studios is not responsible for changes that are necessary due to events outside its reasonable control.

KEINA Studios shall not be liable for failure or delay in providing services due to circumstances beyond its reasonable control, including but not limited to:

• illness;
• instructor unavailability;
• building or facility issues;
• power, heating, water, internet or access issues;
• transport disruption;
• extreme weather;
• fire, flood or emergency;
• government restrictions;
• public health issues;
• external events affecting the studio or building.

Where services are disrupted for reasons outside KEINA Studios' reasonable control, KEINA Studios will take reasonable steps to offer an appropriate alternative, credit, extension, rollover or other remedy where possible.

KEINA Studios may contact clients using the contact details provided through the booking system.

Clients are responsible for ensuring their contact details are accurate and up to date.

Important service updates, booking confirmations, cancellations, membership information, payment notices, account notices and policy updates may be sent by email, SMS, app notification or other booking system communication.

Participation in all sessions is subject to KEINA Studios' Health Questionnaire and Liability Waiver.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence.

Nothing in these Terms excludes or limits liability for fraud, fraudulent misrepresentation or any liability that cannot legally be excluded.

Subject to the above, KEINA Studios is not liable for loss, injury or damage caused by:

• failure to follow instructor guidance;
• incorrect use of equipment;
• failure to disclose relevant health information;
• participation against medical advice;
• breach of studio rules;
• the actions or omissions of other clients, guests, hirers, attendees or third parties;
• events outside KEINA Studios' reasonable control.

KEINA Studios reserves the right to update these Terms from time to time.

Updated Terms will take effect once published through KEINA Studios' website, booking system or other client communication method.

Continued use of KEINA Studios' services after updated Terms are published constitutes acceptance of the updated Terms.

Where a material change affects an existing purchase, KEINA Studios will take reasonable steps to notify affected clients.

These Terms are governed by the laws of England and Wales.

Any disputes arising in connection with these Terms shall be subject to the courts of England and Wales.