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LEGAL POLICIES

Our Core LDN Policies

1. Booking

  • All our bookings are powered through WellnessLiving.

  • To book your first appointment or class you must create a Core LDN Wellness Living account.

  • To create a Wellness Living account sign up using this link.

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

  • All payments for bookings are taken through the WellnessLiving booking system and Paysafe 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, and you will receive an email reminder 36 hours prior to your appointment or 24 hours prior to your class. Please check that all information is correct.

 

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2. Core LDN Intro

  • Before attending a CORE LDN class all new clients must attend a Core LDN Intro.

  • This is private session with one of our expert physiotherapists who will conduct an in-depth assessment of your posture, control and muscular endurance to ensure the optimal Pilates journey.

  • After your intro, you will become a Core LDN member and your physiotherapist will credit your WellnessLiving account with one free reformer or mat class (your choice!).

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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.

  • Physiotherapy and Pelvic Health appointments, Core LDN intros, class drop ins and free classes are valid for a period of 1 month. Class and private/semi private appointment blocks of 5 are valid for a period of 2 months and blocks of 10 for a period of 4 months from the date of purchase, unless stated otherwise.

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

 

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4. Cancellation

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

  • We know life can throw up surprises and we try to accommodate this as much as possible.  We allow every client one late cancel without charge (the credit will be put back on to your Wellness Living 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 12 hours before your class): your class credit will be put back on to your WellnessLiving account.

      • Late cancel (less than 12 hours before your class) or No Show: no refund will be given.

  • To cancel an appointment or class, sign in to your WellnessLiving account, click “My Schedule” (top right in the dark blue header), then click the three vertical dots under “Action” in the table and “Cancel session”.

 

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5. Wait list

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

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

 

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6. Governance and professional responsibilities

 

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7. Covid-19

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8. Promotions

  • Core LDN 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 Core LDN 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

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9. Retreat Cancellation Policy & Payment Terms

 

Payment Details

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  • By booking and paying your deposit 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 Retreat

  • A minimum deposit of 50% is required to secure your place on the retreat. You may choose to pay the full amount at the time of booking. The balance is due 90 days prior to your retreat’s start date.

  • If the remaining amount is not yet paid by the 30th day prior to the start date and we are unable to contact you via email, we will assume that you no longer wish to join the retreat and your place will be cancelled and the deposit forfeited

 

Cancellations

 

  • 91+ days from the retreat start date: Fully Refundable, free cancellation

  • 31-90 days from the retreat start date: If you have already paid the full fee, you will receive a full refund minus 50% admin fee. There is no refund for the 50% deposit at this stage. You can choose to reschedule your retreat to another date that suits you better in the future, without penalty

  • 0-30 days from the retreat start date: 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 retreat date

  • Refunds cannot be made: 

    • If your transport (e.g. train/air etc) 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 the retreat for any reason. This would only happen in exceptional circumstances resulting in us not being able to offer the retreat as advertised, or if the minimum number of participants to run the retreat is not met, or in case of Force Majeure

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

  • If your retreat is postponed and you no longer wish to travel, you can request a partial refund  and your non-refundable 50% deposit can instead be transferred for any future retreat with no expiry date

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

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Insurance 

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  • We strongly recommend that you have full travel insurance to  cover all travel cancellations, delays and curtailment, medical expenses and personal belongings.

 

Covid-19

 

  • We understand that the uncertainty and anxiety surrounding Coronavirus (Covid-19) is prompting lots of questions and concerns. We take all your concerns very seriously and are constantly monitoring the situation through the appropriate governmental bodies.

  • As all restrictions have been lifted across the United Kingdom, you are no longer legally required to self-isolate upon a positive Covid-19 result. You won’t be asked to take daily tests or isolate following contact with someone who has tested positive for COVID-19. This means, if you would like to modify or cancel your booking due to Covid-19, our normal terms and conditions  apply

  • If the restrictions are reintroduced and you are forced to cancel your retreat place due to legal restrictions, please be rest assured that we will help you to move your booking to another retreat, even if with the 0-30 day period before your retreat start date

  • If you are concerned about the potential impact of Covid-19 on your holiday plans, outside of legal restrictions, we strongly advise you to seek out travel insurance which covers you in these and other eventualities

  • We ask that you please do not travel if you have tested positive for Coronavirus or any other infectious illness

  • On all our retreats your health and safety remains our primary concern and while Covid-19 remains a risk we are implementing the following measures:

    • A maximum of 15 participants at any retreat. This allows plenty of space between mats and equipments, during group sessions and at meal times

    • You’ll receive an allocated set of deep cleaned Pilates equipment , including mats, balls, bands and blocks in order to reduce the risk of transmission

    • Although not compulsory, guests are welcome to wear masks if that is their preference

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Other Terms And Conditions

 

Early Check In / Late Check Out

  • Please notify us in advance of any need to arrive early or leave late. We’ll look to accommodate your schedule as much as possible

 

 

Allergies and Dietary Requirements

  • Please tell us in advance about any dietary issues / requirements / needs that you may have, in order to be able to cater for your needs. We will not be able to meet your requirements if you do not communicate them at the time of your booking or at least 30 days prior to the retreat start date

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Pregnancy

  • Please note we do not allow anyone who is in their third trimester of pregnancy into our PURE classes

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10. Workshop and Events Cancellation Policy & Payment Terms

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Payment Details

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  • By booking on to a Core LDN wellness workshop speaker series or other 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

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Cancellations

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  • 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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11. Memberships

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CORE Pilates Membership â€‹

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  • Our Core Pilates membership bills weekly 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 15 class credits and then your class credits will reset every month thereafter

  • CORE Pilates Members are limited to 1 CORE and PURE Pilates mat or reformer class per day.

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

  • CORE Pilates members can book both PURE and CORE classes

  • The Core LDN intro (included in your membership) must be completed before joining CORE Pilates classes.

  • Physiotherapy, Pelvic Health and Pilates 1:1 services are not included within the memberships (except for the 1 Pilates 1:1 per month included in the CORE membership)

  • All members receive 10% discount on Physiotherapy, Pelvic Health and Pilates 1:1 appointments and can request their exclusive member discount code by emailing hello@coreldn.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 hello@coreldn.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 hello@coreldn.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 Core LDN Momence account

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

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PURE Pilates Membership â€‹

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  • Our PURE Pilates membership bills weekly 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 10 class credits and then your class credits will reset every month thereafter

  • PURE Pilates Members are limited to 1 PURE Pilates mat or reformer class per day.

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

  • PURE Pilates members can only book PURE classes.  

  • Physiotherapy, Pelvic Health and Pilates 1:1 services are not included within the memberships (except for the 1 Pilates 1:1 per month included in the CORE membership)

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

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

  • If you use all your monthly credit allowance, additional credits can be purchased at a special price of £25 per class.  Please purchase a drop in PURE/CORE reformer class using your exclusive member code which you can request by emailing hello@coreldn.com

  • 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 hello@coreldn.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 hello@coreldn.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 Core LDN Momence account

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

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12. Contact Us

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

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Memberships Policy
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