The Body Refinery Terms and Conditions


Guidelines for a Safe and Harmonious Studio

The Body Refinery has always been, and will continue to be, an enjoyable and safe venue for its clients and staff, and our guidelines provide a framework that allows us to maintain this environment.


Training – Health and Safety

Your safety and wellbeing is our priority. Our Team, using their professional training, will determine a level of training that is suitable for you. We recommend that all new clients to the Studio participate in at least one private session to help our Team most accurately establish a suitable level for you. Our Team is not medically trained. They are not qualified to assess if you are in good physical condition and can exercise without risking your health, safety or comfort. If you have any doubts or concerns, you must seek expert advice before starting an exercise program.

Exercise during pregnancy is recommended but also needs to be assessed on a case-by-case basis to ensure that each Client is safe and comfortable.

To ensure your health and wellbeing needs are met, please disclose your pregnancy status to your physio or instructor.

There is an inherent risk of injury with any exercise. If you feel unwell, or have an injury (diagnosed or otherwise), please inform the Studio of this in writing, and also communicate with your instructor or physiotherapist each time you attend. If you have an injury or don’t feel confident exercising, then group sessions are not the right option for you, and you should take private sessions until you are confident and pain-free.


Hygiene and Attire Policy

Zippers and other sharp components on clothing must not come into contact with the Pilates equipment. Our equipment is hand made, and components such as zippers can tear the upholstery.

Please wear comfortable, clean and fitted clothing that allows your instructor to provide technical feedback.
Socks (preferably incorporating gripping elements on the soles) must be worn on all Pilates equipment, to ensure that we maintain the hygiene of our equipment.



Please arrive 5-10 minutes before the start time of your class, so that your class or session has a full complement of attendees at the scheduled start time.

A 6 monthly review is mandatory when attending a Clinical Rehab class with a Physiotherapist.

Latecomers (arriving after the scheduled start time) may risk injury and/or disruption, and in certain circumstances may not be admitted to join group classes and will be charged a late cancellation fee. Arriving late or leaving early may also limit your progress.

Your instructor will lead the class and provide instruction to help you exercise safely and to get the most out of your body, and your time.

Private sessions provide more tailored feedback than is typically received in a class/group environment, and this can be beneficial if you are new to Pilates.  Clients who have been attending for a long time will also benefit from occasional private sessions. All feedback to the student is constructive by way of offering safe and effective technical guidance and sharing years of industry expertise.

Phones should be set to “silent” mode, and without vibrate function.  No phone calls should be taken by Clients on the Premises.


Class Schedule

We make every possible effort to deliver our services in accordance with our Class Schedule. Class Schedules are subject to change; we provide you with notice for permanent schedule changes, though may not be able to provide advance notice in certain circumstances. We are not liable to provide a refund, credit, transfer, or to offer compensation of any kind, for Classes/Sessions that are not held in accordance with the Class Schedule, including without limitation, any Classes/Sessions that are changed or cancelled.



Please update our Administration Staff with any changes to your contact details, including phone number and email address.  We send a monthly newsletter to ensure you are kept up-to-date with relevant news at the Studio.


Cancellation Policy

The Body Refinery seeks to provide its services to all Clients at times that suit them.

By adhering to our Cancellation Policy, each Client will give our Team the best chance of meeting the requirements of all Clients of the Studio.

Late cancellations will incur a cancellation fee.

We aim for all our Clients to be passionate about improving their health, and for them to be given the best chance of doing this at times that suit them.  Frequent late cancellations make it difficult to achieve this aim.

Please note the following cancellation timeframes:

Private and duo sessions of Pilates and Exercise Physiology, Physiotherapy, Myotherapy, Osteopathy and Remedial Massage sessions require 24 hours cancellation notice to avoid being charged a $30 cancellation fee.

Group classes require 12 hours’ notice to avoid being charged the full fee.

Notice of cancellation can be provided by using our app, online booking system, email, or phone. Cancellations via SMS or social media will not be accepted.

Memberships and other unlimited pricing options, such as 1 month unlimited and challenges, will be charged $10 per late cancellation or no-show.

In respect to our therapists who are contractors and small business owners in their own right, we request a minimum of 24 hours’ notice to change or cancel an appointment to minimise their financial loss.

If you provide less than 24 hours’ notice for appointments, our policy is to apply a cancellation fee equivalent to 50% of your treatment cost.  Your therapist is the only person who is able to waive this fee please ask to speak directly to your therapist about this if you feel the application of a cancellation fee is unjust for any reason.

Please note that if you simply do not show up to your appointment, or if you cancel at very short notice, your therapist may also require pre-payment of future appointments to confirm them.

Rescheduling an Appointment

The same policy as above applies if you cancel and reschedule less than 4 hours prior to your appointment as you are effectively cancelling an appointment that has been booked and making a new one giving us little time to be able to fill the appointment time.

If clients consistently cancel at the last minute, we will request credit card details to secure their booking.

Confirming Appointments

Text messages are sent 2 days before your appointment, you can reply to the sms and/or email to confirm. Not replying does not mean you have cancelled. You need to either cancel online or call us and cancel over the phone.

Appointment Reminders

You can receive reminders of your appointments by email, text or both when you create your profile. Should you choose not to receive a reminder of your appointment and then miss it this is your responsibility. You can update your preferences any time by logging into your account and going to your contact section. We automatically tick text reminders when we create a profile for you.


Accounts and Membership Policies

For any class packages, the date of activation of the package will occur from the date of the first attendance to a Class using the Online Booking System, or otherwise attend a Class.

No refunds, transfers, suspensions or extensions are offered due to illness, injury, change of address or other reasons.


Expiry Periods

Packs of 5 classes expire 7 weeks after the first class in the pack is attended.

Packs of 10 classes expire 12 weeks after the first class in the pack is attended.

In extenuating circumstances, expiry periods may be extended, or funds remaining on the account may be transferred for use on other services.  This will only occur in extenuating circumstances, and only when the Administration Team is advised as early as possible, and approves this to occur.

For Memberships, unused classes or visits do not roll into the next calendar month.



We use third-party client management software, “Mindbody Online”. In order to create a client profile, your personal information will be provided to the proprietor of Mindbody Online. The collection and use of personal information by Mindbody Online is governed by Mindbody Online’s privacy policy, which can be viewed at:


Price Changes

Pricing will generally increase biannually and will take effect on all direct debits, with a notice period of one month provided to all Clients and Members.


Sales and Special Offers

From time to time the Studio will have sales and special offers, which will have their own terms and conditions.


Children in the Studio

The Body Refinery understands that there are times you may need to bring children to the studio.  Children are not permitted in the Reformer Room. If children do need to attend the Studio with you, they must not be left unattended.  The Administration Team is not trained to supervise children, cannot undertake the administration role effectively if asked to supervise children, and is not insured to supervise children.


Food and Drink in the Studio

No food or drink may be consumed by Clients in the Studio, with the exception of water.


Membership and direct debit information

Terms and Conditions for our Memberships are provided on the Membership page of our website.

Terms and Conditions - Online Shop

Delivery Details

All orders, where possible, are sent by Australia Post and can be tracked throughout the delivery process. Please contact us to receive your order tracking details if you did not receive an automatic email with them. If you are not at the specified address to accept delivery your order will be taken to the nearest post office and a note left in your letterbox.  We can deliver to PO Boxes in most cases.

All orders are processed at our New Farm studio in Brisbane Australia within two business days of ordering, subject to payment clearance and stock availability. We operate Monday to Friday with the exception for Australian and State public holidays.

Refunds and Returns

If you have a problem with your order we require that you contact us within 7 days of receipt of the order.

You are entitled to return goods and ask for a refund, exchange or repair if the goods you purchased meet the following criteria:

  • Have a fault that you could not have known about at the time of purchase.
  • Are not the same as the description provided by the salesperson or advertisement.
  • Do not match the sample you were shown at the time of purchase.
  • Do not do perform as you were led to believe.

The Body Refinery will exchange or refund a product that meets the above return and refund requirements. You are required to return the product in its original condition, preferably in its box undamaged, together with proof of purchase.

Defective products will be either repaired or replaced, however, if this is not possible a full refund will be provided.

The Body Refinery will pay the freight for the return of products and also for the resupply of products where applicable.

The Body Refinery will also agree to exchange products where the customer has ordered the incorrect size or type providing the customer pays the return and resupply freight costs. Where a different product is resupplied there may be a cost adjustment.

You are not entitled to a refund when you:

  • Change your mind or no longer want the goods;
  • Realise you can’t afford the goods;
  • Found the same item at a cheaper price elsewhere;
  • Chose the incorrect size and/or colour;
  • Knew about the particular fault prior in advance of purchase;
  • Were responsible for causing the fault or defect.

The Body Refinery reserves the right to charge a 20% restocking fee if the goods are returned without the original box or packaging or accessories or have clear signs of use.


We abide by the Consumer Guarantees, Warranties and Refunds Policy of the Australian Competition and Consumer Commission (ACCC).