Our Policies

It's important that we create a positive experience for you and others, and ask that you follow these few simple rules. We appreciate your understanding.

Bookings

All in-studio and virtual group classes and private sessions must be booked on the Real Pilates App or on online if you have an active package. We welcome walk-in clients, but to ensure availability, we strongly advise you to book in advance.

If you do not have a package, you can buy one by clicking here. You can make multiple standing bookings for as many active sessions as you have left on your package. Multiple reservations without a package are not allowed.

Bookings cannot be made by phone, email or social media messages.

Signing In

Please check in at the front desk before entering the studio for your class, even if you have pre-booked. All payments must be made in advance.

On your first visit to Real Pilates, you need to complete and sign a new member registration/waiver form. Please indicate any injuries or special health conditions that may require our attention. Also, tell your instructor about any injuries so they can make any necessary adjustments to your workout.

Door Policy

Out of consideration for the trainer and other clients, please arrive at the studio five minutes before the class starts. If you are late, we reserve the right to give your spot to those in the studio on the waitlist. Please be aware if you are more than five minutes late for a class, you will not be able to train.

Cancellations

Cancelling or rescheduling sessions must be done more than 6 hours prior to your group class beginning and 24 hours before your private and semi-private sessions. We understand sometimes unforeseen circumstances can arise, but we have to be fair and consistent with all clients therefore no exceptions will be made.

Waitlists

If you are unable to book a spot because the class is full, register yourself on the waitlist. When a spot becomes available, you will be notified via email and automatically booked into the workout if it is more than 6 hours from the class start time. Please ensure you check your email for your waitlist confirmation.

Many waitlist confirmations occur at night, so if you decide you do not want to go to class the next day, please take yourself off the waitlist as your class will be charged if you do not see the email within 6 hours of the class time.

When a space opens with less than 6 hours to the class start time, our customer service team will call you to check if you can attend. They will try you twice, before moving to the next person in line.

In case a space opens up within 90 min of the start time of the class, waitlisted clients do NOT get added automatically, as this might be less than sufficient time to read the email and make it on time for class. The spot is then open to everyone!

Are your sessions about to expire?

Don’t worry, we’ve got it sorted! If you purchase another pack of the same type BEFORE the expiry of your expiring package, we will extend the original validity of your old pack proportionally. Please note however that this does not apply to promotional packages (including the Trial Offer or the Prenatal Combo), and once your sessions expire, you will be unable to use them or extend the expiration date.

Package Freeze

If you have purchased a package and will be unable to attend your sessions, you will be able to freeze it for up to 3 months from the date you ask for the freeze. Only one freeze per client per calendar year is allowed. The request must be made by email to info@real-pilates.com and is subject to management approval.

Transfers

Packages cannot be shared between different people. However, in exceptional circumstances, if you are unable to attend anymore, we can review the case and in certain cases transfer the remaining sessions to the person of your choice once he/she has filled in the new member policy and waiver forms. This can only be done once and management reserves the right to decline the request at its discretion.

Online Payment Confirmation

PAYMENT METHOD

  1. We accept payment by Visa or Mastercard debit and credit cards in AED for our products and services. All online purchases are also governed by the terms and conditions of respective merchant service providers. Please review respective merchant service provider’s user agreement and privacy policy before entering any transaction.
  2. Payment confirmation via email to the email address you provide at the point of registration will be issued within 24 hours of successful processing of your payment.
  3. You, as the cardholder must retain a copy of transaction records and Merchant policies and rules.
  4. You are responsible for maintaining the confidentiality of your membership account and payment details.

Refund Policy

Classes, Private & Semi-Private Sessions:

These sessions are strictly non-refundable unless you are deemed medically unfit to participate in Pilates or Yoga for the foreseeable future (medical certificate required), in which case you will receive a refund for your pack (less AED 90 administrative fee). In the event of a refund, any sessions used on your package will be calculated as single sessions.

Promotional or discounted offers, including the Trial Offer and the Prenatal Combo are strictly non-refundable regardless of individual circumstances.

Products:

If goods purchased at the studio are returned within 14 days from the date of purchase, we shall offer exchange, credit note or refund of the invoice value, provided the following conditions are maintained:

  • Goods are in working condition,
  • Goods are free from any Scratch or Damage,
  • Goods are NOT opened OR repacked in the Original Packing,
  • Goods are unused.
  • All spare parts & accessories are returned in original packing along with the Packed Items.

There will be no exchanges, returns, refunds or credit notes for second-hand (used) goods or goods purchased online and delivered to you via third party delivery companies.

Original receipt is mandatory for the exchange, credit note or refund.

No exchange, refund or credit note will be possible if the above points are not followed.

Refunds will be made by cheque or bank transfer (all charges will be borne by the client) and will be processed within 10 to 20 working days.

Personal Belongings

Real Pilates does not accept any responsibility for the loss, theft or damage to any items brought into the club, and members do so at their own risk. Lockers are provided and we urge you to use them for clothes and personal belongings. Update: post Covid-19 and until further notice lockers are NOT available following Dubai Government guidelines.

Waiver of Liability Relating to COVID-19

The novel coronavirus, COVID­19, has been declared a worldwide pandemic by the World Health Organization. COVID­19 is extremely contagious and is believed to spread mainly from person to person contact. As a result, governments authorities recommend social distancing and have, in many locations, prohibited the congregation of groups of people.

Real Pilates has put in place preventative measures to reduce the spread of COVID­19; however, Real Pilates and its employees cannot guarantee that you will not become infected with COVID-19. Further, attending Real Pilates could increase your risk of contracting COVID­19.

By signing up for services at Real Pilates, you acknowledge the contagious nature of COVID-19 and voluntarily assume the risk that you may be exposed to or infected by COVID-19 by attending Real Pilates and that such exposure or infection may result in personal injury, illness, permanent disability, and death. You understand that the risk of becoming exposed to or infected by COVID-19 at Real Pilates may result from the actions, omissions, or negligence of yourself and others, including, but not limited to, Real Pilates employees, contractors, clients and class participants.

You voluntarily agree to assume all of the foregoing risks and accept sole responsibility for any injury (including, but not limited to, personal injury, disability, and death), illness, damage, loss, claim, liability, or expense, of any kind, that you may experience or incur in connection with my attendance and participation in classes and private sessions at Real Pilates (“Claims”). You hereby release, covenant not to sue, discharge, and hold harmless Real Pilates, its employees, agents, and representatives, of and from the Claims, including all liabilities, claims, actions, damages, costs or expenses of any kind arising out of or relating thereto. You understand and agree that this release includes any Claims based on the actions, omissions, or negligence of Real Pilates, its employees, agents, and representatives, whether a COVID­19 infection occurs before, during, or after participation in any Real Pilates program.

You voluntarily agree to forgo participation and attendance at Real Pilates if you have any of the following confirmed COVID-19 symptoms:

  • Cough
  • Shortness of breath or difficulty breathing
  • Fever
  • Chills
  • Muscle pain
  • Sore throat
  • New loss of taste or smell

This list is not all possible symptoms. Other less common symptoms have been reported, including gastrointestinal symptoms like nausea, vomiting, or diarrhoea.

You voluntarily agree to notify and inform Real Pilates management if you have tested positive for COVID-19 after attending and participating in class at Real Pilates. You acknowledge that your identity will remain confidential after notifying Real Pilates of a positive COVID-19 test.