Our Policies
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Health and Safety
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Cancellation Policy
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Privacy Policy
Health and Safety
Wiping down of equipment
Please wipe down equipment after use using the cleaning products provided. This helps us keep the studio clean, hygienic and ready for the next class.
Wearing grip socks and footwear
Grip socks are required for all Reformer Pilates classes for safety and hygiene.
For Strength classes, enclosed athletic shoes must be worn unless otherwise advised by your trainer.
Support from Active Flow instructors
All Active Flow instructors are appropriately qualified for the classes they teach and maintain current First Aid and CPR certification.
Please follow your instructor’s guidance during class, including any exercise modifications or safety instructions. Our instructors may recommend that you modify or stop an exercise if they believe it is appropriate for your safety.
Personal Belongings
Injuries, medical conditions & pregnancy
Children in the studio
Please keep personal belongings in the designated areas and avoid bringing valuables into the studio where possible. Active Flow is not responsible for lost, stolen or damaged personal belongings, except where liability cannot legally be excluded.
Please let your instructor know before class if you are pregnant, returning to exercise after pregnancy, recovering from injury or surgery, or have a medical condition, pain or physical limitation that may affect your participation.
Our instructors can provide appropriate exercise modifications where possible. However, group classes may not always be suitable for every condition or stage of recovery. We may recommend a Private 1:1 session or ask you to obtain clearance from an appropriate healthcare professional before participating where we believe this is necessary for your safety.
Please keep Active Flow updated if your health circumstances change.
Children who are not participating in a class must remain safely supervised by their parent or guardian at all times. For safety reasons, children must not access or play on studio equipment or enter training areas while classes are in progress.
Active Flow instructors are unable to provide supervision or childcare during classes.
Members aged 13–15 who are participating in a class must meet our junior participation requirements and be accompanied by a participating parent or responsible adult.
Arriving for class
Liability
Conduct
Please arrive with enough time to check in and be ready for your class to begin on time. If it’s your first visit to Active Flow, we recommend arriving 10 minutes early so your instructor can welcome you and familiarise you with the studio.
For safety reasons, late entry may not always be possible once a class has started. Your instructor may refuse entry if they believe joining late would be unsafe or disruptive to the class.
Participation in exercise involves inherent risks. By participating in Active Flow classes, sessions or other activities, you acknowledge these risks and agree to follow the reasonable instructions of your instructor or trainer.
You are responsible for ensuring that you are physically able to participate and for informing Active Flow of any injury, medical condition, pregnancy, surgery, pain or other circumstance that may affect your ability to exercise safely.
Where appropriate, we may recommend that you obtain medical or allied health clearance before participating.
To the extent permitted by law, Active Flow is not liable for loss, damage or injury arising from participation in our services. Nothing in these terms excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under Australian law.
Active Flow is committed to providing a welcoming, respectful and inclusive environment for our members, instructors and team.
We ask all members to treat others with courtesy and respect and to follow reasonable instructions from Active Flow staff and instructors.
Aggressive, abusive, discriminatory, threatening, unsafe or inappropriate behaviour will not be tolerated. Active Flow reserves the right to refuse entry, remove a person from a class or session, or suspend or terminate access to the studio where reasonably necessary to protect the safety or wellbeing of our members, instructors or team.
Cancellation Policy
12 hour cancellation policy
We have a 12-hour cancellation window for all group classes. If you can no longer attend, please cancel your booking through Momence at least 12 hours before the scheduled class start time.
Cancelling early gives another member the opportunity to book your place, particularly in classes that are full or waitlisted.
A cancellation made within 12 hours of the class start time is considered a late cancellation. A booking that is not cancelled and is not attended is considered a no-show.
Late Cancellations & No-Shows
Unlimited Memberships:
A $10 fee applies to late cancellations. A $30 fee applies to no-shows.
Limited Memberships & Class Packs:
A late cancellation or no-show will result in the class credit being forfeited.
Rescue My Credit:
If you are on a Limited Membership or Class Pack and lose a credit due to a late cancellation, you may reinstate that credit for $15. The reinstated credit retains the original expiry conditions of your Membership or Class Pack.
No-shows are not eligible for Rescue My Credit.
Class Pack Expiry
Class Packs are valid for the expiry period stated at the time of purchase. All credits must be used before the expiry date.
Unused credits will expire at the end of the stated validity period. Class Packs cannot be transferred to another person.
Refunds are not provided for unused or expired credits where a member has simply chosen not to use, or has been unable to use, their Class Pack within the stated validity period.
Membership Freeze
Memberships include one complimentary freeze of up to 3 consecutive weeks per 12-month period.
Additional freeze time is available at $20 per week.
Membership freezes must be arranged in advance and cannot be applied retrospectively. Membership payments and class credits are paused for the approved freeze period and will resume automatically when the freeze ends.
Members can manage eligible membership freezes through their Momence account.
Membership Minimum Term & Cancellation
All Memberships have a minimum initial term of 12 weeks.
After the initial 12-week minimum term, the Membership will continue on an ongoing basis until cancelled.
Membership cancellations require 28 days’ written notice. The 28-day notice period cannot end before completion of the initial 12-week minimum term.
Regular membership payments will continue during the notice period, and members may continue to book and attend classes as normal until their Membership ends.
Depending on your billing date, up to two scheduled Membership payments may occur during the 28-day notice period.
Memberships cannot be retrospectively cancelled or backdated.
Failed Membership Payments
If a scheduled membership payment is unsuccessful, payment will be automatically retried.
A $10 administration fee will apply after the second failed payment attempt.
If payment remains unsuccessful after the third attempt, membership access will be suspended and upcoming bookings may be cancelled until the account is brought up to date.
Members are responsible for keeping their payment details current in Momence.
Timetable & Class Changes
Active Flow may occasionally adjust the timetable, instructors or class offerings to meet the needs of the studio and our members.
A minimum of 3 participants is generally required for a class to proceed. Where a class does not meet minimum numbers, Active Flow may cancel the class and any affected class credit will be returned to the member’s account.
Timetables may be reduced or adjusted during public holidays, school holidays and other quieter periods.
If Active Flow needs to cancel a class due to instructor illness, an emergency or circumstances outside our reasonable control and suitable cover cannot be arranged, affected members will have their class credit returned.
Membership & Class Credit Use
Changes to Pricing & Policies
Memberships and Class Packs are for the use of the person they were purchased for and cannot be shared or transferred to another person.
Standard Membership and Class Pack credits may be used for regular Reformer Pilates, Mat Pilates and Strength classes.
Seniors Strength, Private Reformer, Personal Training and other specialised services are separately priced and are not included unless specifically stated.
Active Flow may update Membership pricing, inclusions or these terms from time to time.
Where a change affects an existing member’s ongoing Membership price or materially changes their Membership terms, we will provide reasonable notice before the change takes effect.
Any changes will apply from the date communicated by Active Flow.
Refunds
Membership payments, Class Packs and other purchases are not refundable for change of mind, non-attendance or unused services.
If Active Flow is unable to provide a purchased service, or where a refund or other remedy is otherwise required by law, we will provide the appropriate remedy.
Nothing in these terms is intended to exclude or limit any rights or remedies that cannot legally be excluded or limited.
Privacy Policy
We respect your privacy
and confidentiality
Active Flow Pilates understands that you have a right to share your personal information and we respect the privacy and confidentiality of the information provided by you.
This information we collect from you is used to provide you with the best possible service.
Unless you give us explicit consent to act differently, the following policy will govern how Active Flow Pilates handles your personal information and safeguards the privacy of your personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Please note that if at any time Active Flow Pilates is required by law to release information about you, Active Flow Pilates must cooperate fully.
This Privacy Policy may be revised and amended. This Privacy Policy represents the latest version of Active Flow Pilates Privacy Policy.
Storage and security of your information
We receive and store information you enter on our website or give us in any other way from time to time. You may provide basic contact information such as your name, phone number, address, and email address to enable us to send information or process your product order and we may also collect additional information at other times, including but not limited to, when you provide feedback, change your content or email preferences, respond to a survey, or communicate with our customer support.
We may use personal information collected from you for the purpose of providing you with direct marketing material, updates regarding our website and information in the form of a newsletter. This will only apply if you have registered or subscribed to such publications by registering your details with us. However if you wish to cease receiving any such information you may let us know either by email or unsubscribing at any time and your request will be actioned immediately.
Individual profile and company details are not used for any other purpose. Details are only supplied to a third party supplier when it is required by law, for goods or services which you have purchased or to protect our copyright, trademarks and other legal rights.
We respect the privacy of our online visitors. We may collect information on or through this website that can personally identify you. For example, we collect personally identifiable information which you volunteer to us to respond to visitor questions and comments about us and our products and services, and to mail e-newsletters (“Personal Data”).
We will use all reasonable means to protect the confidentiality of your Personal Data while in our possession or control. We will not knowingly share any of your Personal Data with any third party other than our service providers who assist us in providing the information and/or services we are providing to you. To the extent that we do share your personal information with a service provider, we would only do so if that party has agreed to comply with our privacy standards as described in this privacy policy. Some of our service providers may be overseas and may not be subject to Australian Privacy Laws. Please contact us if you require specific details.
Any non-personal information, communications and material you send to this website or to us by email, or which we obtain from third parties without promises of confidentiality, may be kept, used and disclosed by us on a non-confidential basis. We are free to use and reproduce any such information freely, and for any purpose whatsoever. Specifically, we will be free to use any ideas, concepts, know-how or techniques contained in such information for any purpose, including developing, manufacturing or marketing products.
Cookies and Pixels
A cookie is a small file placed in your web browser that collects information about your web browsing behaviour. Use of cookies allows a website to tailor its configuration to your needs and preferences. Cookies do not access information stored on your computer or any personal information (e.g. name, address, email address or telephone number). Most web browsers automatically accept cookies but you can choose to reject cookies by changing your browser settings. This may, however, prevent you from taking full advantage of our website.
Our website uses cookies to analyse website traffic and help us provide a better website visitor experience. In addition, cookies and pixels may be used to serve relevant ads to website visitors through third party services such as Google Adwords and Facebook Adverts. These ads may appear on this website or other websites you visit.
Disclosure of your information
We may from time to time need to disclose certain information, which may include your Personal Data, to comply with a legal requirement, such as a law, regulation, court order, subpoena, warrant, in the course of a legal proceeding or in response to a law enforcement agency request. Also, we may use your Personal Data to protect the rights, property or safety of activeflowpilates.com.au, our customers or third parties.
If there is a change of control in one of our businesses (whether by merger, sale, transfer of assets or otherwise) customer information, which may include your Personal Data, could be disclosed to a potential purchaser under a confidentiality agreement. We would only disclose your information in good faith and where required by any of the above circumstances.
Third parties
We do not and will not sell or deal in personal or customer information. We will never disclose your personal details to a third party except the necessary information required by providers of products or services you have purchased or to protect the rights, property or safety of loveathletica.com.au, our customers or third parties or if required by law.
We may however use in a general sense without any reference to your name, your information to create marketing statistics, identify user demands and to assist it in meeting customer needs generally. In addition, we may use the information that you provide to improve our website and services but not for any other use.