Cancellation Policy

We strive to provide excellent clinical care to you and the rest of our patients.  In order to do this, we have an Appointment Cancellation Policy in operation for all patients. When an appointment is scheduled, that time has been set-aside for you and when it is missed, that time cannot be used to treat other patients. We request that you please give us 24 hours notice in the event that you cannot attend your scheduled appointment. If a patient misses an appointment without contacting the Clinic, this is considered a missed appointment and the full standard fee will be charged. If you need to cancel your appointment due to any Covid-19 symptoms - NHS Covid Symptoms - then please cancel via your confirmation or reminder email. You can easily cancel the appointment yourself on there. Please try to do this as soon as you develop symptoms so that we can offer the appointment to someone else. If you have to cancel with less than 2 hours notice, please ring us or email us to let us know as the online booking system won’t allow you to cancel at such short notice. We can then arrange a refund for you, as you will have already paid at the time of booking.
If you arrive late for your appointment, we will do our best to accommodate you, but please bear in mind that this may not be possible, and that your full appointment fee will stand. If you have any questions regarding this policy, please let us know and we will be happy to help.


If you have any questions regarding this policy, please let us know and we will be happy to help.

Pilates Terms & Conditions

By booking a Pilates class with Quay Kinetics Physio you are agreeing to the terms and conditions as set out below.

We want you to enjoy and benefit from your Pilates classes. The terms and conditions below are set out to help you do this and to safe-guard our classes.

By booking mat classes you will receive from us:
Expert, experienced teaching from a fully qualified Pilates teacher.
Limited class sizes in a small group class (7 max)


Payments, Cancellations & Refunds
Bookings made through our Quay Kinetics Physio Scheduling site are final, no refunds or exchanges can be given, so please be sure of your purchase.

All six-week blocks of classes, including Pregnancy and Post-Natal classes, once booked, are non-refundable, non-changeable and not transferable to another person.

The ‘Drop-in’ class Cancellation Policy
Please cancel your drop-in class reservation at least 24 hours before the start of class. Cancellations 24 hours or less from the class start time and no shows are charged for. We are sorry; they cannot be swapped for another class or made up.

Liability Release

  • I understand that my teacher is a qualified and insured Pilates mat class teacher.
  • I understand that Quay Kinetics Physio & Sports Injury Clinic is in no way responsible for the safekeeping of my personal belongings while I attend class.
  • I will tell the teacher of anything painful / unusual I experience in the class and between classes.
  • I will stop doing the exercise if I or s/he thinks I need to, or follow the alternatives my teacher gives me.
  • I understand my teacher may offer me professional advice relating to my ability to exercise and s/he may consider it unprofessional to continue to teach me if I do not wish to follow that advice.
  • I will keep my teacher updated on any changes in my medical condition.
  • I understand that all exercise carries a risk and I voluntarily participate in Quay Kinetics Physio Pilates classes with full knowledge that there is risk of personal injury, property loss or death. I agree that neither I, my heirs, assigns or legal representatives will sue or make any other claims of any kind whatsoever against Quay Kinetics Physio Sports Injury Clinic or its members for any personal injury, property damage/loss, or wrongful death, whether caused by negligence or otherwise.
  • If you are struggling with anything in your class, have any problems or concerns, do please let us know as soon as you can, and we will do our best to help.
  • If there are not enough people booked into the class to run it for the term, we reserve the right to cancel the class. A full refund will be given to you.


Thank you for agreeing to our terms and conditions