BOOKING TERMS & CONDITIONS
Please read through the terms and conditions on our website thoroughly before enrolling. When enrolling as a student of M Pilates Goulburn you agree to the terms and conditions as laid out on the website mpilatesgoulburn.com.au.
While we endeavour to deliver all our classes on time and as advertised, classes are subject to change or cancellation without notice. M Pilates will do their best to accommodate changes of class, refunds and credits where the studio is responsible.
Refunds cannot be issued for change of mind or lack of attendance.
Refunds may be considered if proven medical advice suggests a yoga practice is not a safe choice.
Term bookings cannot be transferred to a new term. They may be transferred to another client pending negotiation with M Pilates Goulburn.
Teachers are subject to change without notice.
Please arrive at least ten minutes before class as late entry is discouraged and cannot be guaranteed.
Leaving class early without a medical reason is strongly discouraged.
Please check in at reception before each class.
M Pilates is not responsible for the safekeeping of your belongings.
M Pilates has the right to refuse entry at anytime.
Bookings are to be made via our website, or in the studio.
To book into a class you must pay at the time of booking. Class payment must be made upon booking.
You agree that you have been examined by a qualified medical practitioner within the past six months and have been found by such practitioner to be in good physical health and physically able to perform all Pilates exercises.
Classes at M Pilates may be physically strenuous and you voluntarily participate in them with full knowledge that there is risk of personal injury, property loss or death.
You will follow all instructions given to you by M Pilates teachers and you acknowledge that any failure to do so will be at your own risk and may cause injury.
M Pilates is in no way liable for any injury, loss of property or death resulting from attending our studio.
By booking into a class you automatically agree to the above terms & conditions.
The M Pilates Goulburn Complaints Handling Policy ensures that users, suppliers or third parties have the right to the principles of fairness, accessibility, transparency, responsiveness, accountability and constructiveness. M Pilates welcomes feedback, both positive and negative, from users or suppliers. This allows us to correct any problems with our service, to learn how to improve our service quality and to maintain positive relationships with our clients, students and teachers. The policy sets out the procedures for dealing with complaints concerning M Pilates classes, courses, events and administration of our activities. M Pilates is committed to a fair and just system for responding to complaints and grievances. This policy ensures complaints are dealt with sensitively, confidentially, effectively and promptly.
Definition of Complaint:
M Pilates defines a complaint as any expression of dissatisfaction with our service by a student, client, teacher or other user.
The following principles underpin this policy:
– That users have the right to know what they can expect from M Pilates services.
– That M Pilates complaint-handling processes will be consistent with current complaint-handling standards.
– Every effort will be made to deal effectively and promptly with complaints, initially at a personal and informal level, involving arbitration between the complainant/client and the person complained about. If this does not produce a satisfactory outcome for the complainant/client there are mechanisms for formal complaint involving more extensive investigation.
Making a complaint:
(1) Informal Complaint
Clients, students, teachers and other users of M Pilates are, in the first instance, invited to raise their concern / complaint informally with the individual concerned, another teacher or the organiser who has responsibility for the subject in question.
Informal complaints may take the form of:
– An expression of dissatisfaction within a broader discussion
– An issue being raised verbally or by email, perhaps without the use of the word ‘complaint’
In such circumstances, M Pilates will endeavour to understand the nature of the issue being raised and establish whether or not this can be resolved easily. If the issue cannot easily be resolved by the individual in receipt of the communication, they are encouraged to contact another appropriate M Pilates representative.
If the matter is not satisfactorily resolved, the complainant is invited to make a formal complaint.
(2) Formal Complaint
If the issue has not been resolved satisfactorily through informal channels, the complainant is invited to make a formal complaint in writing, by letter or email. Depending on the nature of the complaint, it should be directed to the appropriate recipient via:
– The Owner of M Pilates, Maria Vassallo; or
– The supplier or third party
Response to Formal Complaints
Formal complaints will be acknowledged within seven working days.
M Pilates aims to respond to any complaint within 28 working days, but this will depend on the nature of the investigation required. Should the investigation extend beyond this time period, the complainant will receive written notice of this.
Monitoring and Review
This policy and its procedures will be reviewed every two years.
Procedure for Handling Complaints
A) Investigation of complaints
The complaint should initially be investigated by the Owner of M Pilates and/or the supplier or third party, depending on its nature. This will include a request for information from the person about whom the complaint was made and make a recommendation as to further investigations, depending on the seriousness of the matter.
B) Formal complaints against M Pilates teachers 1. A meeting will be convened to investigate the complaint in whatever way they consider appropriate, including interviewing the complainant, and decide on the action to be taken. Action to be taken may include the Owner of M Pilates to observe the teacher in a class situation. 2. A report with recommendations will be made. 3. In the case of a complaint being upheld, the teacher concerned will be notified by writing. Advice will be provided, leading to agreement on the nature of the improvements to be made and how these are to be demonstrated. 4. If this strategy fails to produce the desired change/improvement, the Owner of M Pilates will recommend, that the teacher be directed to undertake further relevant training. 5. A review will determine whether the issues identified have been resolved. 6. Should this work not lead to a satisfactory outcome, the supplier or third party may propose that the teacher be removed from the schedule. 7. Whatever the final outcome, the Owner of M Pilates will write to the complainant with a copy to the teacher involved, explaining what action has been taken. 8. Full written records will be kept of the entire procedure.
C) All other complaints
Complaints concerning any other aspect of M Pilates business (e.g. administration) will be investigated in a way that is proportionate to their nature.
The Owner of M Pilates will investigate the complaint and may include mandated training or mentoring, or a change in policy or procedure.
A report must be kept on file for the record of all complaints.
M PILATES GOULBURN of 248 Cowper Street, Goulburn, NSW 2580, Australia, (ABN 33 400 546 997) (we, our, us or M Pilates Goulburn) complies with the Privacy Act 1988 (Cth) (Privacy Act) and the applicable Privacy Principles in the Privacy Act when handling personal information. We take the protection of your personal information seriously. Personal information includes any information or opinion, whether true or not, about a person who is identified or whose identity can reasonably be established.
Collection: We collect personal information for the purposes of delivering our products and services and communicating with Customers regarding our services through the M Pilates Goulburn website located at (Website). We collect personal information:
from users – when they register an enquiry, book a class through the online booking form or purchase a M Pilates class/event/retreat/workshop;
when we receive enquiries through the Website and when the Website is otherwise accessed or used.
The kind of personal information we may collect will depend on who you are (e.g. a customer or supplier) and the nature of your interaction with us, and may include your full name, email address, company name, billing information and other personal information. If you do not provide us with all the information we request, we may not be able to deliver our services.
Use: We will use any personal information collected to provide our services, operate the website, send you our newsletter, respond to feedback and complaints, communicate with purchasers and suppliers, develop new services, enforce our terms and conditions with you, and address potentially prohibited or illegal activities. If you are a supplier, we will use your personal information to email you to accept your offer to provide services, correspond with your personnel in relation to the provision of services and pay your invoices.
In all cases, unless you have opted out, you consent to us using your personal information for direct marketing purposes in order to tell you about our services. We may contact you by mail, telephone, email or SMS to market our products and services. We will always give you the opportunity to opt out of receiving any future direct marketing correspondence.
Disclosure and sharing: When a product is purchased, we may disclose the customer’s personal
Data security and quality: We will take reasonable steps to protect the personal information we collect and hold from misuse, loss and interference and from unauthorised access and modification, and to make sure it is accurate, complete and up-to-date when we collect, use or disclose it. To assist us, please ensure you provide us with your correct details, and let us know if you believe the information we have about you is inaccurate, incomplete, out of date or misleading (and we will take reasonable steps to correct the information). We may take steps to destroy or permanently de-identify information when it is no longer needed for any purpose for which it may be used or disclosed. We may retain and use de-identified information.
You can modify your browser to prevent cookie use – but if you do this, our service (and our Website) may not work properly. The information stored in the cookie is used to identify you. This enables us to operate an efficient service and to track the patterns of behaviour of visitors to the Website.
Access, correction and complaints: You can request, and we will provide you with access to, any personal information we hold about you (subject to any applicable legal exceptions). Please also let us know if you have any concerns or complaints about the way we are handling your personal information so we can address them.
Transfer in certain circumstances: If there is a sale, merger, consolidation, change in control, transfer of substantial assets, reorganisation or liquidation of us then, in our sole discretion, we may transfer, sell or assign personal information collected to one or more relevant third parties.
For further information on your privacy rights go to: www.privacy.gov.au.