TERMS AND CONDITIONS

These Terms and Conditions help keep our space safe, fair, and enjoyable for everyone- please read the terms and conditions carefully before signing up. By enrolling as a client of Reformer Factory, you acknowledge and agree to the following policies.

Arrival Times

  • New Members: Please arrive 10 minutes early for your first class for orientation.

  • Regular Attendees: Arrive at least 5 minutes before class begins. Allow extra time for parking and traffic.

  • 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.

Late Arrival Policy

If the studio door is closed, the 3-minute cut-off has passed and you will not be permitted to enter.
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.

Late arrivals forfeit the class pass and no refunds will be issued.

CANCELLATION POLICY (12-Hours)

All cancellations must be made via the Momence app at least 12 hours before your class.

Class Pack Holders:

  • Late cancellations result in the loss of your class credit.

Weekly Members:

  • Standard Late Cancellation (within 12 hours): Class credit is forfeited. You’re allowed 2 late cancellations per month without a fee. After that, each late cancellation will incur a $10 fee.

  • Extra Late Cancellation (within 2 hours): Always incurs a $10 fee.

Private Sessions: Require 24-hour notice. Failure to cancel within this period will result in a full session charge.

Reformer Factory reserves the right to cancel a class at any time. In such cases, your class pass will be credited.

NO-SHOW POLICY

  • If you do not show up and fail to cancel, you will forfeit your class pass and be charged a $10 no-show fee. This applies to all membership types and class packs.

Studio Rules and etiquette

  • No mobile phones during class. Phones must be off or silent and stored away.

  • Do not photograph or video other clients or staff without consent.

  • Minimum age for group classes: 16 years.

  • Wipe down all equipment after class using the provided cleaning products.

  • For safety and insurance reasons, children are not permitted inside the studio at any time.

PARKING POLICY

  • Limited on-site parking is available at both Rowville and Clyde North studios.

  • Only park in spots clearly marked for Reformer Factory.

  • Do not park in neighbouring business car parks, regardless of time of day.

  • Reformer Factory is not responsible for any fines, towing, or damages related to unauthorised parking.

Health, Injuries & Suitability

  • Please inform your instructor of any injuries, health concerns, or pregnancy before class.

  • 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.

  • 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.

  • 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.

PREGNANCY POLICY: PRE-NATAL PILATES

  • You must notify us as soon as you know you’re pregnant and attending classes.

  • From 12 weeks gestation, you may only attend classes labeled as 'prenatal friendly'.

  • Non-prenatal classes, hot mat sessions, yoga, and sauna are not permitted during pregnancy.

  • If new to reformer Pilates, we strongly recommend a private session to learn necessary modifications.

  • New members cannot start Pilates at Reformer Factory if past 18 weeks gestation.

    Medical Clearance:

  • All pregnant clients must provide written clearance from a doctor, women’s health physio, or OB-GYN before attending. Email clearance to info@reformerfactory.com.au.

    • Use the provided pregnancy wedge from 16 weeks onward.

    • 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.

    • A 6–8 week postnatal clearance is required before resuming classes.

PURCHASE POLICY (Packs and Memberships)

  • All purchases are final, non-refundable, and non-transferable.

  • No extensions beyond the expiry date.

  • Introductory offers are valid once per person and cannot be used for challenges, private sessions, or sauna bookings.

  • Memberships auto-renew weekly.

  • Payments must be made online before booking a class.

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.

  • Minimum 4-week term. Memberships activate from your first booking and renew weekly at the same time.

  • 30 days’ written notice is required to cancel via Momence or email.

  • Weekly payments are prepaid for the upcoming week.

  • If your payment fails, your membership will be suspended and future bookings cancelled. A $5 dishonour fee applies.

  • After 3 failed payments, your membership may be cancelled. You’ll need to repurchase under original terms(including 4-week minimum) to return.

  • Your account is your responsibility. Keep payment details up to date to avoid disruption.

  • 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)

    Unlimited Mat Memberships: Allow one class per day or seven per week.

    All bookings and cancellations must be made through the Momence app. Phone and email requests will not be accepted.

Membership Freezes

  • When frozen, your membership is inactive and cannot be used to book future classes.

  • You may book classes in advance to secure sessions for after your return.

  • Minimum 7 days’ notice is required via the Momence app.

  • Payments must be up to date to request a freeze.

  • Memberships cannot be placed on hold during the cancellation notice period. The 30-day cancellation period begins once the membership is unfrozen.

CLASS BOOKINGS

  • All bookings must be made in advance through the Momence app or website.

  • Bookings and cancellations are your responsibility.

  • Cancel at least 12 hours in advance to avoid losing your pass.

  • Bookings open up to 30 days in advance.

WAITLIST POLICY

  • 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 same cancellation and no-show policies apply.

  • 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.

  • If you no longer wish to attend, it is your responsibility to remove yourself from the waitlist to avoid late cancellation or no-show fees.

SAUNA BOOKINGS

  • Bookings are essential. Find sauna bookings under ‘Appointments’ in Momence.

  • Bring two towels – one to sit on, one for your feet.

  • For safety, please avoid sauna use under the influence of alcohol or immediately after high-intensity exercise. Allow adequate recovery time.

  • If you arrive late, your session will be shortened to stay on schedule.

  • Check in with a Pilates instructor to confirm arrival.

  • 12-hour cancellation notice required.

  • You may choose an ‘add-on’ for an additional person to join your session for an extra fee at the time of booking.

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.