Policies

Cancellation Policy

We understand that plans change. You may cancel any booked class free of charge up to 24 hours before the scheduled start time.

How to cancel: Use the online booking system to cancel directly, or email hello@katiekollarpilates.at with your name and the class details.

Late cancellations (less than 24 hours before class): The session will be counted as used. For single bookings, the full fee is forfeited. For pack holders, one credit will be deducted. For members, the session counts against your monthly allowance.

Studio-initiated cancellations: If we need to cancel a class due to instructor illness, insufficient enrolment, or other unforeseen circumstances, you will be notified as early as possible. Any affected session credit will be fully refunded or rescheduled at no cost.

No-Show Policy

A no-show occurs when you do not attend a booked class and have not cancelled at least 24 hours in advance.

Consequences of a no-show: • Single session: the full session fee is forfeited with no refund. • 5-class pack: one session credit is deducted from your remaining balance. • Membership: the session counts as attended against your monthly session allowance.

We apply this policy fairly to ensure that class spots remain available for all clients. If you experience an emergency that prevents you from attending or cancelling in time, please contact us at hello@katiekollarpilates.at and we will review your situation on a case-by-case basis.

Repeated no-shows: Clients with three or more consecutive no-shows may have their advance booking privileges temporarily restricted.

Class Pack Expiry

All 5-class packs are valid for 8 weeks (56 days) from the date of purchase.

Key details: • The expiry date is calculated from the purchase date, not the date of your first class. • Unused sessions after the expiry date are forfeited and cannot be refunded, extended, or transferred to another person. • Packs cannot be paused or frozen for any reason, including holidays or illness. • You can view your remaining sessions and expiry date at any time in the booking system.

We recommend booking your sessions promptly after purchase to make the most of your pack.

Waitlist Policy

When a class is full, you can join the waitlist through the booking system.

How it works: • If a spot opens (due to a cancellation), the first person on the waitlist is automatically notified via email. • You will have a limited window to confirm the spot. If you do not confirm in time, the spot passes to the next person on the list. • Joining the waitlist does not guarantee a place in the class.

Waitlist notifications are sent on a first-come, first-served basis according to the order in which you joined the waitlist. We cannot manually override waitlist positions.

Membership Policy

Monthly memberships provide a set number of classes per calendar month at a discounted rate.

Billing: Memberships are billed automatically on a recurring monthly basis via Stripe. Your billing date is the same day each month as your initial sign-up.

Changes & cancellations: To downgrade, upgrade, or cancel your membership, you must provide written notice at least 7 days before your next billing date. Send your request to hello@katiekollarpilates.at. Changes take effect at the start of the next billing cycle. Your current membership remains active until the end of the paid period.

Unused sessions: Sessions do not carry over from one month to the next unless your specific plan states otherwise. Monthly session allowances reset on each billing date.

Pausing: Memberships cannot currently be paused. If you need an extended break, we recommend cancelling and re-subscribing when ready.

Late Arrival Policy

We ask all clients to arrive at least 5 minutes before the scheduled class start time to set up and settle in.

If you arrive after the class has started: • Up to 5 minutes late: You may join the class at the instructor's discretion, provided it can be done safely without disrupting other participants. • More than 5 minutes late: Entry may be declined for safety reasons. The session will be counted as a no-show.

This policy is in place to ensure a safe, focused, and respectful environment for all participants. Equipment-based Pilates requires proper warm-up and setup, and joining mid-class can pose an injury risk.

Contact Us

If you have questions about any of our policies, or if you need to discuss a special circumstance, we are happy to help.

Email: hello@katiekollarpilates.at Phone: +43 664 4263492 Instagram: @katie.kollar_pilates