Cancellations & Refunds

Cooling-off period

If you've signed up to a weekly membership, you can cancel your agreement within 7 days of your start date by giving us written notice.

Cancelling your membership

To cancel, send us written notice in one of these ways:

• Through the 247 Reformer app
• By email to your studio (addresses below)

We can't accept cancellations made verbally, through social media messages, or left with a staff member or instructor. We'll confirm we've received your written notice within 7 days.

Your regular fees continue during any notice period in your Membership Agreement, and your membership ends once that period is complete.

Minimum term

Weekly memberships have a minimum term, which is shown on your Membership Agreement. Once your minimum term is complete, you can cancel at any time in writing.

If you cancel before your minimum term ends, you'll still need to pay the remaining fees for the rest of that minimum term.

Cancelling for medical reasons

If you develop a serious illness or permanent physical incapacity during your minimum term, you can cancel early. This needs to be confirmed by a doctor, and an administration fee applies equal to 30 days of your membership fees.

For shorter-term injuries or recovery, a freeze is usually the better option (see below).

Freezing your membership

• You can freeze your membership for up to 3 months in total in any 12-month period.
• If you freeze during your minimum term, your minimum term end date moves out by the same amount of time.
• If you'd like to hold your membership for longer than 3 months in a 12-month period, a $10 weekly hold fee applies so you keep your current rate.
• Class packs and the intro offer can't be frozen or extended.

Intro offer, class packs and single classes

• The 14 days for $49 intro offer is a one-off, fixed-term offer.
• Class packs and single classes are paid upfront and are non-refundable for change of mind.
• Any classes not used by the pack's expiry date are forfeited. Check your expiry date in the membership description.
• Packs can't be frozen or have their expiry extended.
• You can transfer your remaining classes to someone else, as long as they're over 18.

Transferring your membership

Can't use your membership any more? Instead of cancelling, you can transfer the remaining time on your weekly membership to another person. Contact your studio and we'll help set it up.

Class cancellations and no-shows

Cancelling a booking you can't make frees up a reformer for someone else. Here's how it works:

Your regular membership fees continue during a booking restriction. On a class pack, a late cancellation or no-show uses up that class instead of incurring a fee.

Private 1:1 sessions need at least 12 hours' notice to cancel or reschedule. A no-show forfeits the full session fee.

Refunds

We don't offer refunds for change of mind. This includes unused classes, sessions, or time remaining on a membership or pack.

Nothing in this policy limits your rights under the Australian Consumer Law. If a service we provide isn't delivered with due care and skill, or isn't fit for purpose, you may be entitled to a remedy, which can include a refund. If you think this applies to you, please get in touch with your studio and we'll work through it with you.

Payments and failed payments

Memberships are billed through our payment provider, Ezidebit. If there isn't enough money in your account when a payment is due, Ezidebit may charge a $10 failed payment fee, and your bank or card provider may also charge a fee.

For any billing or account question, email accounts@247reformer.com.au.