Payment & refund policy
Simple, fair and clear.
This policy explains how payment, expiry, cancellation and refunds work at Core Balance Pilates Studio (MBHC Pilates Ltd). It applies whenever you buy a class, pack, workshop or course, and sits alongside our Studio Policies.
Last updated 20 October 2026
Payment & refunds
01 / 01If something doesn’t look right, please talk to us first. Most things can be sorted quickly, without involving your bank.
Payment
Payment is taken in full when you book, through our online booking system.
You’ll receive an email receipt for every payment.
When you complete a purchase, you’re confirming that you’ve read and agree to this policy and our Studio Policies.
What you’re buying
Single class: one place in the class you booked.
4-class pack: four credits for reformer, tower or mat, valid for 5 weeks.
8-class pack: eight credits for reformer, tower or mat, valid for 10 weeks.
Combo pack: four reformer or tower credits and four mat credits, valid for 5 weeks.
Private 4-pack: four one-to-one sessions, valid for 5 weeks.
Intro offer: three reformer classes, valid for 3 weeks. New clients only, once per person.
Using your credits
Each credit is for one class type: reformer, tower, mat or private session, and can’t be swapped between types.
Credits are just for you, so they can’t be transferred, shared or sold.
Expiry
Your pack’s validity period starts on the start date you choose at checkout. This can be the day you buy it or a later date, up to 1 month after purchase, so you can line it up with your first class.
Pre-launch purchases: if you buy before the studio opens, payment is taken at the time and your pack starts on our opening day, Monday 9 November 2026.
Any credits not used by the expiry date are non-refundable, and can’t be carried over to a new pack, extended, transferred or exchanged.
If you cancel in good time, the returned credit keeps its original expiry date.
Cancelling a class
24 hours or more before class: the class is returned to your account as a credit, whether it was part of a pack or booked as a single class.
Less than 24 hours before class: this counts as a late cancellation, and the class is non-refundable.
If you don’t attend, or arrive more than 5 minutes late, the class is non-refundable.
Class packs
Class packs, combo packs and intro offers are non-refundable and non-transferable, and can’t be carried over.
This includes unused and expired credits.
If we cancel
If we ever need to cancel a class, your credit is returned in full, or a single class is refunded in full.
If we’re unable to provide classes you’ve paid for, for example if the studio has to close, we’ll refund any unused, unexpired credits.
Exceptional circumstances
Life happens. If injury, illness or bereavement means you can’t make your classes, please let us know before your credits expire and we’ll do our best to help. We may be able to pause or extend your pack, and we may ask for a note from your GP or physiotherapist.
Pauses and extensions are given as credit rather than cash.
When we refund
We’re happy to give a refund in these cases:
If we cancel a single class you’ve paid for.
If we’re unable to provide classes you’ve paid for, for example if the studio has to close. We’ll refund any unused, unexpired credits.
Where you’re entitled to a refund under consumer law.
In every other case, cancelled classes are returned to your account as credit.
Refunds go back to your original payment method within 14 days of being agreed. Your bank may take a few extra working days to show them.
Contact us first
If you think you’ve been charged incorrectly, email hello@corebalancepilatesstudio.com with your name, the date and the amount.
We’ll reply within 2 working days and help put it right.
If you raise a chargeback
If you dispute a payment with your bank or card provider, we’ll respond and share the relevant records. These may include your agreement to this policy at checkout, your booking, attendance and cancellation history, receipts and any messages between us.
While a dispute is open, your account and any credits from that payment are paused.
If a chargeback is raised for classes you attended, or for credits that were non-refundable or had expired under this policy, the amount may still be owed and we may need to close your account.
Records we keep
We keep payment and purchase records for seven years, and booking, attendance and cancellation records for 18 months after your last activity, so we can help with any query or dispute. These are held in line with our privacy policy and UK GDPR.
Your rights
Nothing in this policy affects your statutory rights as a consumer.
Booking, cancellation and health & safety are in our Studio policies.Read it
Questions about a policy?
hello@corebalancepilatesstudio.com