Refund Policy

At XI PILATES, we are committed to providing high-quality Pilates instruction and a positive studio experience. Please review the following Return & Refund Policy carefully before purchasing classes, sessions, packages, memberships, or other services.

 

1. Class & Session Purchases

 

All purchases of Pilates classes, private sessions, semi-private sessions, group classes, packages, memberships, and promotional offers are final sale and non-refundable, except where otherwise required by applicable law.

 

Once a package or service has been purchased, XI PILATES does not provide cash refunds for unused or partially used sessions.

 

2. Class Packages

 

Class and session packages must be used within the validity period stated at the time of purchase.

 

Unused sessions remaining after the package expiration date will expire and are not eligible for a refund, credit, or extension unless otherwise approved by XI PILATES.

 

Package extensions may be considered in exceptional circumstances at the discretion of XI PILATES.

 

3. Transfers

 

Packages, memberships, credits, and individual sessions may be transferred to a family member or friend with prior approval from XI PILATES.

 

The original purchaser must contact XI PILATES to request and authorize the transfer.

 

Once approved and completed, the transferred packages, memberships, credits, or sessions will remain subject to the original expiration date, booking policies, cancellation policy, and all other applicable terms.

 

Transfers are not eligible for cash refunds and may not be exchanged for cash or applied toward another purchase unless expressly authorized by XI PILATES.

 

4. Cancellations & Rescheduling

 

Clients must provide at least 24 hours’ notice to cancel or reschedule a booked private, semi-private, or group session.

 

Cancellations made less than 24 hours before the scheduled session, as well as no-shows, will be subject to a $15 no-show fee.

 

Please refer to our Cancellation Policy for complete details.

 

5. Late Arrivals

 

Clients who arrive late may participate in the remaining portion of their scheduled session where appropriate.

 

The session will still end at the originally scheduled time, and no refund, credit, or additional time will be provided for time missed due to late arrival.

 

For safety reasons, XI PILATES reserves the right to refuse participation when a client arrives significantly late and has missed necessary warm-up or safety instructions.

 

6. Studio Cancellations

 

If XI PILATES cancels a class or appointment, the affected session will not be deducted from the client’s package.

 

Where applicable, the session may be rescheduled or the corresponding class credit returned to the client’s account.

 

7. Medical or Exceptional Circumstances

 

We understand that unexpected circumstances may occur.

 

Requests related to significant medical conditions, injuries, pregnancy-related restrictions, or other exceptional situations may be reviewed individually.

 

XI PILATES may, at its discretion, offer a temporary package freeze, extension, or studio credit where appropriate.

 

Supporting documentation may be requested in certain circumstances.

 

Approval of an exception does not create an obligation to provide the same exception in future situations.

 

8. Promotional Packages

 

Packages, memberships, complimentary sessions, bonus sessions, discounted purchases, Grand Opening promotions, and other special offers are non-refundable and have no cash value.

 

Complimentary or bonus sessions may be transferred to a family member or friend only with prior approval from XI PILATES. They cannot be exchanged for cash or applied toward another purchase unless expressly authorized by XI PILATES.

 

If a promotional package includes complimentary sessions, those sessions are subject to the same booking, cancellation, transfer, and expiration policies as purchased sessions.

 

9. Retail Products

 

If XI PILATES sells physical retail products, unopened and unused eligible merchandise may be considered for exchange or studio credit within 14 days of purchase, provided the original receipt is available.

 

For hygiene and safety reasons, certain products may be final sale, including opened or used items and personal-use products.

 

Sale or promotional merchandise may also be final sale.

 

10. Refund Method

 

Where a refund is expressly approved by XI PILATES, it will generally be issued to the original payment method where reasonably possible.

 

Processing times may vary depending on the payment provider or financial institution.

 

11. Chargebacks & Payment Disputes

 

Clients are encouraged to contact XI PILATES directly if they believe there has been a billing error or payment issue.

 

We will make reasonable efforts to review and resolve legitimate billing concerns promptly.

 

12. Policy Changes

 

XI PILATES reserves the right to update or modify this Return & Refund Policy from time to time.

 

The policy applicable to a purchase will generally be the policy in effect at the time of that purchase, subject to applicable law.