Cancellation policy
Clear, fair rules for changing or cancelling your appointment.
Last updated: October 2026
We keep appointment times free especially for you. When appointments are cancelled at short notice, we often cannot offer that time to another patient who needs it. This policy explains how to change your booking and what happens if you cancel late or miss an appointment.
At a glance
| When you tell us | What happens |
|---|---|
| 24 hours or more before your appointment | Free to cancel or rearrange |
| Less than 24 hours before | Late cancellation: up to the full appointment fee may be charged |
| No contact and you do not attend | Missed appointment: the full appointment fee is charged |
| Arriving late | Your session ends at the booked time, and the full fee applies |
How to cancel or rearrange
- Call us on 020 3371 0995 during opening hours (Mon–Fri 9am–9pm, Sat 9am–3pm).
- Use the link in your booking confirmation, if you booked online.
- Or send us a message. Please include your name, date of birth and appointment time.
Notice is measured from when we receive your call or message. For Monday appointments, please contact us by the end of Saturday opening.
Late cancellations and missed appointments
If you cancel with less than 24 hours' notice, or do not attend, we may charge up to the full appointment fee. If you have two or more missed appointments, we may ask for payment in advance before booking further sessions.
We understand that life happens
We will always consider genuine emergencies, sudden illness, bereavement or childcare problems, and may waive the fee at our discretion. If you are unwell with a fever or an infectious illness, please do not come in. Call us and we will rearrange.
Insured patients
Insurers do not pay for late cancellations or missed appointments. Any charge is payable by you, and the session may still count towards your policy's session allowance.
Clinical Pilates classes and courses
- Cancel a class booking at least 12 hours before it starts to keep the session on your pass.
- Later cancellations or non-attendance use up the session.
- Class packs are non-refundable but can be paused for medical reasons, such as injury or pregnancy complications.
Corporate and on-site bookings
Cancellation terms for workplace sessions and packages are set out in your service agreement.
If we need to cancel
Occasionally we may need to rearrange because a clinician is unwell. We will contact you as early as possible, offer the next available appointment and never charge you for a change we make.
Payment and refunds
Prepaid appointments cancelled with at least 24 hours' notice are fully refunded or moved to a new date, whichever you prefer. Refunds are made to the original payment method within 5–10 working days.
Questions
If you have any questions about this policy, call 020 3371 0995 or contact us.