TERMS AND CONDITIONS
These Terms and Conditions help keep our studio safe, fair and enjoyable for everyone. Please read them carefully before purchasing a membership or class pack, or attending a class. By enrolling as a client of Reformer Factory, you acknowledge and agree to these Terms and Conditions.
1. Arrival Times
1.1 New Members: Please arrive 10 minutes early for your first class for orientation.
1.2 Regular Attendees: Arrive at least 5 minutes before class begins. Allow extra time for parking and traffic.
1.3 Studio Entry: Please arrive no more than 10 minutes before your class. The studio door will open 10 minutes prior to the scheduled start time.
2. Late Arrival Policy
2.1 If the studio door is closed, the 3-minute cut-off has passed and you will not be permitted to enter.
2.2 Late entry is not allowed to:
Respect the instructor and avoid disruptions.
Ensure a smooth and focused experience for all participants.
Maintain safety, as missing the warm-up increases injury risk.
2.3 Late arrivals forfeit the class pass and no refunds will be issued.
3. CANCELLATION POLICY (12-Hours)
3.1 To avoid penalties, all cancellations must be made through the Momence app at least 12 hours before your scheduled class. This policy helps ensure class spaces can be offered to other members.
3.2 Class Pack Holders: Late cancellations result in the forfeiture of your class credit.
3.3 Weekly Membership Holders:
Standard Late Cancellation (between 12 hours and 2 hours before class): Class credit is forfeited. Weekly Membership Holders receive 2 standard late cancellations per calendar month without a fee. After that, each late cancellation incurs a $10 fee.
Very Late Cancellation (less than 2 hours before class): Class credit is forfeited and a $10 fee applies every time.
3.4 Private Sessions: Require 24-hour notice. Failure to cancel within this period will result in a full session charge.
3.5 Reformer Factory reserves the right to cancel a class at any time. In such cases, your class pass will be credited.
3.6 Late cancellations and no-shows are subject to the penalties outlined in Sections 3 and 4, as the class space cannot usually be filled at short notice.
4. NO-SHOW POLICY
4.1 If you do not attend your booked class and have not cancelled in accordance with Section 3, your class credit will be forfeited and a $10 no-show fee will apply, regardless of membership type.
4.2 This policy is applied consistently to all members and helps account for the impact on the studio when a class space cannot be reallocated at short notice.
4.3 Any applicable late cancellation or no-show fees will be charged to the payment method saved to your account.
5. Studio Rules and etiquette
5.1 No mobile phones during class. Phones must be off or silent and stored away.
5.2 Do not photograph or video other clients or staff without consent.
5.3 Minimum age for group classes: 16 years.
5.4 Wipe down all equipment after class using the provided cleaning products.
5.5 For safety and insurance reasons, children are not permitted inside the studio at any time.
6. PARKING POLICY
6.1 Reformer Factory is not responsible for any fines, towing, damages, or penalties incurred by members who park in unauthorised areas.
6.2 Rowville
Limited on-site and street parking available. Only park in spots clearly marked for Reformer Factory.
Do not park in neighbouring businesses, including Aria or Bubbles.
Do not park on the Wellington Road side of the service lane.
6.3 Clyde North
Limited on-site and street parking available.
Do not park in neighbouring business car parks.
6.4 MOUNT WAVERLEY:
Ensure you check street parking signage.
7. Health, Injuries & Suitability
7.1 Please inform your instructor of any injuries, health concerns, or pregnancy before class.
7.2 Reformer Factory is a fitness-based studio. While our instructors are here to support you, they are not medical professionals, and our classes are not a substitute for medical advice or treatment. If you have existing conditions, please check with your healthcare provider before starting.
7.3 We offer general modifications, but these are limited to two minutes per person to ensure everyone receives fair attention. If your needs go beyond what we can safely manage in a group setting, we may require medical clearance, recommend clinical sessions, or let you know that group classes aren’t suitable at this time.
7.4 By participating in our classes, you acknowledge the potential risks of exercise. Reformer Factory is a group fitness and Pilates studio and does not provide clinical Pilates services or medical rehabilitation programs. Participation is voluntary, and clients are expected to take personal responsibility for their own safety throughout all classes.
8. PREGNANCY POLICY: PRE-NATAL PILATES
8.1 You must notify us as soon as you know you’re pregnant and attending classes.
8.2 From 12 weeks gestation, you may only attend classes labeled as 'prenatal friendly'.
8.3 Non-prenatal classes, hot mat sessions, yoga, and sauna are not permitted during pregnancy.
8.4 If new to reformer Pilates, we strongly recommend a private session to learn necessary modifications.
8.5 New members cannot start Pilates at Reformer Factory if past 18 weeks gestation.
8.6 Medical Clearance: All pregnant clients must provide written clearance from a doctor, women’s health physio, or OB-GYN before attending. Email clearance to admin@reformerfactory.com.au.
8.7 Use the provided pregnancy wedge from 16 weeks onward.
8.8 Pregnant members are eligible for immediate membership pauses and exemptions from the standard cancellation policy, but must request the pause via Momence or email in writing.
8.9 A 6–8 week postnatal clearance is required before resuming classes.
9. PURCHASE POLICY (Packs and Memberships)
9.1 All purchases are final, non-refundable, and non-transferable.
9.2 No extensions beyond the expiry date.
9.3 Introductory offers are valid once per person and cannot be used for challenges, private sessions, or sauna bookings.
9.4 All casual class packs and introductory offers activate from first booking.
9.5 All Introductory offers will remain available for use within 12 months of purchase.
9.6 Memberships auto-renew weekly.
9.7 Payments must be made online before booking a class.
10. MEMBERSHIP TERMS & AUTO-PAY AGREEMENT
No lock-in contracts. We don’t require 6- or 12-month commitments. However, all memberships have a 4-week minimum term and a 30-day cancellation notice period.
10.1 Minimum 4-week term. Memberships activate from your first booking and renew weekly at the same time.
10.2 30 days' written notice is required to cancel your membership via Momence or email.
10.3 Weekly payments are prepaid for the upcoming week.
10.4 If your payment fails, your membership will be suspended and future bookings cancelled. A $5 dishonour fee applies.
10.5 After 3 failed payments, your membership may be cancelled. You’ll need to repurchase under original terms (including 4-week minimum) to return.
10.6 Your account is your responsibility. Keep payment details up to date to avoid disruption.
10.7 Only book the number of classes allocated to your membership per week. If you are added to extra classes, additional charges apply (Extra class pass: $19, Second class on same day: $29)
10.8 Unlimited Mat Memberships: Allow a total of 7 classes per week (distributed across the week however you like).
10.9 All class bookings and class cancellations must be made through the Momence app.
10.10 Weekly memberships are subject to the cancellation and no-show policies outlined in Sections 3 and 4.
10.11 Reformer Factory reserves the right to amend memberships, pricing, schedules, policies and Terms & Conditions at any time. Members will be provided reasonable notice of any material changes where practicable.
11. Membership Freezes
11.1 When frozen, your membership is inactive and cannot be used to book future classes.
11.2 You may book classes in advance to secure sessions for after your return.
11.3 Minimum 7 days’ notice is required via the Momence app.
11.4 When your membership is frozen, your current membership week is paused and resumes from where it left off when your freeze ends. This means you receive the full week you've paid for—you can use the days before your pause and the remaining days after your membership resumes.
11.5 Payments must be up to date to request a freeze.
11.6 Memberships cannot be placed on hold during the cancellation notice period. The 30-day cancellation period begins once the membership is unfrozen.
12. Membership Credit Rollover
Effective 4 August 2026, all new weekly memberships include 7-Day Credit Rollover. Does not apply to existing memberships yet.
12.1 Any unused weekly class credits will automatically roll over into your next 7-day membership cycle.
12.2 Rolled-over credits are valid for one additional membership cycle only (up to 7 days). Rolled-over credits must be used within your next membership cycle or they will automatically expire.
12.3 Credits are added automatically through Momence—no action is required.
12.4 Your membership cycle is based on your individual billing date and may not run from Monday to Sunday.
12.5 Expired credits cannot be redeemed, refunded, transferred or extended.
12.6 Credit rollover is available only while your membership remains active. Rolled-over credits expire if your membership is cancelled, frozen or becomes inactive due to a failed payment.
12.7 Our standard 12-hour cancellation policy still applies. Late cancellations and no-shows are not eligible for credit rollover.
Example: If you're on a 2 Class Membership and use only 1 class this week, your unused class will roll over into your next membership cycle, giving you 3 classes to use during that cycle.
13. MULTI STUDIO - WEEKLY MEMBERSHIP ACCESS
13.1 Primary Studio Usage
Membership pricing is based on your home studio, being the studio where you attend the majority of your classes.
If, over time, your usage consistently shifts to another studio (e.g. attending most classes at a higher-demand studio), your membership may be reviewed and adjusted to reflect the pricing of your most-used studio.
You will always be notified in advance before any pricing change takes effect.
While members are welcome to attend across studios, memberships are not intended to be used predominantly at a different studio than where the membership was originally purchased, particularly where pricing differs.
13.2 Shared Location Membership – Booking Responsibility
Members are responsible for ensuring they book classes at the correct studio location.
Bookings made at the incorrect studio will be treated as a no-show if the member does not attend the studio they originally booked for. In this case, the class credit will be forfeited and any applicable no-show fee will apply.
If a member arrives at a different studio to the one they booked, they will be required to use a separate class credit or make payment to attend that session, subject to availability.
Class swaps between studios are not permitted.
13.3 Booking Limits
Members may only hold one class booking per day across all studios.
Booking multiple classes on the same day at different studios (including holding one while waitlisting another) is not permitted.
Any breach of this policy may result in a late cancellation or no-show charge, even if one class is cancelled.
13.4 Fair Use Policy
Membership access across studios is provided under a fair use policy.
We reserve the right to monitor booking behaviour to ensure equitable access for all members.
Repeated misuse of bookings may result in booking restrictions or membership review.
13.5 Temporary Promotions / Foundation Rates
Foundation or Founding memberships or promotional memberships are linked to the studio they were purchased at and may be reviewed if usage changes significantly.
14. CLASS BOOKINGS
14.1 All bookings must be made in advance through the Momence app or website.
14.2 Bookings, cancellations and waitlists are the member's responsibility.
14.3 Sauna bookings require at least 12 hours' notice to cancel.
14.4 Bookings open up to 30 days in advance.
15. WAITLIST POLICY
15.1 If a class is full, you may add yourself to the waitlist. Adding yourself to a waitlist is treated as a commitment to attend, and the class cancellation and no-show policies apply.
15.2 If a spot becomes available, you will be automatically added to the class—this can happen at any time up to 2 hours before the class starts, including overnight, if another participant cancels. This is an automated process managed through the Momence system.
15.3 If you no longer wish to attend, you must remove yourself from the waitlist. Once added to a class, the cancellation policy in Sections 3 and 4 applies.
16. SAUNA BOOKINGS
16.1 Bookings are essential. Find sauna bookings under ‘Appointments’ in Momence.
16.2 Bring two towels – one to sit on, one for your feet.
16.3 For safety, please avoid sauna use under the influence of alcohol or immediately after high-intensity exercise. Allow adequate recovery time.
16.4 If you arrive late, your session will be shortened to stay on schedule.
16.5 Check in with a Pilates instructor to confirm arrival.
16.6 12-hour cancellation notice required.
16.7 You may choose an ‘add-on’ for an additional person to join your session for an extra fee at the time of booking.
17. PERSONAL AGREEMENT
I acknowledge that Reformer Factory is not responsible for any lost or stolen personal belongings. I understand that classes and sauna use can be physically demanding, and I agree to take care when following instructions and using the facilities. I accept that participation involves some inherent risk, including the possibility of injury or property loss. I agree that neither I, nor my heirs, assigns, or legal representatives will hold Reformer Factory or its team liable for any such occurrences, whether caused by negligence or otherwise. I also understand that Reformer Factory is a group fitness and Pilates studio, not a clinical Pilates provider. I choose to participate with this understanding and look forward to being part of the Reformer Factory community.
Reformer Factory is committed to maintaining a respectful, inclusive, and professional environment. We have a zero-tolerance policy for abuse, harassment, or disrespectful behaviour toward our staff or other members. Failure to comply may result in the suspension or termination of your membership, without refund.