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.


We welcome walk-in clients, but to ensure availability, we strongly advise you to book in advance. For group classes we strongly advise you to book your workout through the app or online if you have an active package.

If you do not have a package, you may make one reservation in person or via telephone with the reception. 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.

Booking request via email will not be possible. Bookings for private sessions are made in person or via telephone with reception.

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 at least 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.


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.

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 double the original validity of your old pack. Please note however that this does not apply to promotional packages (including the Trial Offer), 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. The request for a freeze must be made in writing (an email is acceptable) and their approval will be at the management's discretion. Only one freeze can be applied each year per client.


Packages cannot be shared between different people. However, in exceptional circumstances, if you are unable to attend any more classes, 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


  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.


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 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 only through the original mode of payment 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. Locker keys must be returned to reception after use.