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Studio Policies

Studio Policies 

Lockers and Lost Property 

  • • Any personal belongings left in lockers or elsewhere on the premises will be kept for up to 30 days, or 48 hours for wet or damp items.  
  • • If staff find any lost property they should: 
    • • Place the item in a white bag, label it with the corresponding item number and date then store the bagged item in the designated Lost Property Box. 
    • • Monitor how long the items are on the premises and after this period, unclaimed items will either be discarded or donated to charity. 
  • • Daily lockers are available for use by clients and their guests while they are on the premises, subject to availability. 
  • • Clients are responsible for ensuring all personal items are removed from lockers at the end of their visit. Personal items must not be left overnight. 
  • • The Company reserves the right to empty and remove the contents of any daily (non-permanent) locker that has not been cleared after use. 

 

Accident/injury  

  • • If a customer or staff member has an accident or injury, respond as best you can and call an ambulance if necessary. 
  • • Once the situation is under control: 
    • • Locate the first aid book in the drawer beneath the desk. 
    • • Record the details of the incident in the first aid book, including the name of the injured person and your own name as the staff member on duty. 
    • • Sign the record to confirm you were the person on duty. 
  • • Hygiene & Infectious Disease 
    • • Clients and staff should refrain from attending if unwell or symptomatic of infectious diseases. 
    • • Hand sanitisation and cleaning of equipment between uses is mandatory. 
    • • Temporary protocols may be implemented during public health emergencies. 

 

Pets 

  • •  For the comfort of our guests and for hygiene reasons, no animals (with the exception of assistance dogs) are permitted in the studio.  

 

Food and drink 

  • • Only bottled water may be consumed in the studio, and customers must not consume any of their own food in the studio or on our premises other than food purchased at our cafe.  

 

Smoking or vaping 

  • • Smoking and vaping is strictly prohibited in our studio or on our premises. 

 

Photos, Videos and Social Media Content 

  • • Customers may take photos and videos in the studio so long as they do not contain images of other individuals unless you have obtained their prior consent.    
  • • Use of phones, cameras or other recording devices during classes is restricted: only permitted in common areas and only after obtaining consent from any other individuals captured.  
  • • No photos/videos during active sessions unless explicitly authorised by the studio. 
  • • Staff members are permitted to take any photos/videos necessary at any point. 

 

Complaints Procedure 

  • • Clients are encouraged to share feedback or raise any concerns so we can continue improving their experience at The Method. Feedback can be sent by email to hello@themethod.com, where it will be directed to the appropriate team member for response.  
  • • Alternatively, clients may speak with the Front of House team during their visit, who will ensure the information is passed on to the right person for follow-up. 

 

Customer Behaviour, Respect & Conduct 

  • • Clients are expected to act respectfully and responsibly towards staff, instructors, other clients and the studio environment. Any behaviour deemed abusive, disruptive or damaging to the studio’s reputation may result in removal from premises, suspension or termination of access without refund. 
  • • Soliciting or attempting to recruit the studio’s staff or instructors for external work is not permitted. Any attempt at this should be reported to any member of management team available.  
  • • Clients arriving under the influence of alcohol or drugs may be refused entry, and no refund will be given. 

 

Dress Code 

  • • Clients must wear appropriate attire for the session they attend (for example: gym/fitness clothing for training classes; swimwear for aquatic or spa facilities). 
  • • If grip socks, Trainers or other specific equipment are required, customers must bring and use them as instructed. 
  • • FOH members may prevent admission to a session if customers are not suitably attired on health and safety grounds. 

 

Accessibility & Inclusivity 

  • • Studio Access 
    • • The studio is committed to making classes accessible to clients of all abilities. 
    • • Clients requiring assistance due to physical, sensory, or cognitive disabilities should notify staff in advance. 
    • • Staff will make reasonable adjustments to ensure participation and comfort wherever possible. 
  • • Inclusive Environment 
    • • Staff are trained to support a welcoming, inclusive environment free of discrimination based on race, gender, age, disability, religion, sexual orientation, or any other protected characteristic. 
    • • Clients are encouraged to communicate any accessibility requirements or concerns to Front of House staff or management. 
  • • Communication 
    • • Where necessary, staff should provide clear guidance, alternative formats, or one-on-one support for clients who require additional assistance. 

 

Class & Credit Policies  

Late policy 

  • • We operate on a 0-minute policy. If client turns up after the class has started, they should not be let into the class 
  • • FOH should kindly explain to the client that our policy is in place for health and safety reasons. It's important that everyone takes part in the warm-up, and arriving late can be disruptive to the class and unfair to those who arrived on time.  
  • • For example, if the client is only a few minutes late and the class is quiet, it may be appropriate to make an exception (however express to client that in the future we ask they arrive on time, and this is a one-off). 

 

Waitlist 

  • • If the class is fully booked, clients can book onto the waitlist. If a space in the class becomes available, everyone on the waitlist will be emailed and the space will go to the first person who books. 
  • • If a booked client hasn’t arrived by the class start time, a waitlisted client may be allocated their spot. FOH should wait until the class begins before offering the space, then add the waitlisted client to the class and remove the no-show from the booking. 
    • • The priority of admitting clients should directly correspond to the order of the online waitlist on the booking platform. Only if none of the waitlisted clients turn up may other clients (not on the online waitlist) be permitted to enter. 
  • • If the absent member arrives after the class has started and their space has been filled by a member on the waitlist, FOH should turn them away politely and remind them of our 0-minute policy.  

 

Late Cancellation 

  • • If a client cancels their booking in a class within 12h of the class start time, they will lose their assigned credit. 
  • • A late cancellation credit will only be returned to the customer’s account if they can provide adequate evidence of last-minute injury or due to exceptional circumstances.  

 

Credit Extension  

  • • Credit validity extensions are only permitted on medical grounds or in exceptional circumstances. 
  • • Regarding medical reasons such as injury or illness, a doctor’s note detailing the suggested length of time away from physical activity is mandatory. 
    • • If the client provides adequate documentation, their credits may be extended taking into consideration the timeframe suggested by the medical professional. Essentially, add however many remaining days on a client’s credit to the recommended time off stated in their documentation and no longer.  
    • • If they are unable to provide relevant medical documentation, no credit extensions are permitted on medical grounds. 
  • • Exceptional circumstances are unexpected, unpredictable or unavoidable situations. Customers will be allowed to extend their credits in exceptional circumstances. The judgement on the duration of the extension is left at the discretion of the staff member on duty. Some common reasons might include: 
    • • personal or close family member accidents 
    • • Bereavement 
    • • victim of crime 
    • • very last-minute employment reasons such as meetings/trips. 

If the reasoning behind extension requests is not deemed sufficient, the staff member on duty is authorised to politely decline or to consult a manager before coming to a decision.  


Refunds  

  • • Payment refunds are only to be transacted in the following circumstances: 
    • • If the customer gets in touch after the purchase time of the credit/credits involved explaining that they have purchased the wrong type. There is no limit on this time period for incorrect credit purchases. 
    • • When totally unused, if the customer has attended a class using a credit from the purchase in question, their purchase transaction will not be eligible for a refund. 
    • • If a manager is notified and deems the circumstances to be appropriate. 
    • • On-site facility damage or closure  
    • • Class cancellation by administrator  
    • • Serious medical grounds and/or exceptional circumstances  
    • • Initial payment errors  
  • • Credit purchases will not be eligible for a refund if: 
    • • The credits in question have already expired by the time of the request  
    • • change of mind  
    • • personal scheduling errors – e.g. “forgot” 
    • • the customer does not attend a booked class 

 

Monthly Credit Subscriptions 

  • • Cancellations  
    • • All monthly subscriptions can be cancelled by the customer at any time after purchase, the customer is not required to complete a certain duration or provide any reasoning before doing so. 
    • • Cancellations are free of charge  
    • • After cancelling a subscription, a customer will be able to re-start the same/another type at any time. 
    • • Customers may cancel at the end of the current period, or they have the option to cancel immediately. 
    • • By cancelling immediately, they lose access to any remaining unused credits. 
    • • By cancelling at the end of the period, you will be able to use any remaining credits for the month. 
  • • A member of staff is permitted to terminate a monthly subscription if the customer: 
    • • Arrives on the premises under the influence of alcohol or other unlawful substances  
    • • Acting in an abusive way to staff members 
    • • Behaving in an antisocial manner on site 
  • • Purchasing 
    • • Customers are permitted to have more than one rolling monthly subscription at a time, there is no limit on these. 
  • • Payments 
    • • Payments will be taken every month using the customers card on file  
    • • Missed payments will result in the termination of the monthly subscription 
    • • The monthly cost of subscriptions is subject to change with given notice. 
    • • The payment date of a rolling monthly subscription cannot be edited. The customer has the option to pause their subscription and un-pause it on their desired payment date. This must be done just before the upcoming payment. Alternatively, customers can simply cancel and restart a new subscription on their preferred monthly payment date  
  • • Pauses  
  • • Customers are permitted to 2 pauses, up to 1 month in duration, per subscription year.  
  • • Customers may not be granted more than 2 yearly pauses unless for one of the following reasons: 
    • • Facility closure – in this instance the staff will decide on the duration, customers will not be consulted. 
    • • Under serious medical grounds or due to exceptional circumstances - in this instance the staff will decide on the duration, customers will not be consulted apart from when providing sufficient evidence to base the decision upon.  
  • • Refunds  
    • • Customers are only eligible for the past months refund if they have not used any of the credits, including credits used to allocate future class bookings. If allowed, the staff member involved should cancel their subscription at the same time. 
    • • No partial refunds are available under any circumstances 

 Age Requirements   

  • • No individuals under the age of 18 may book or attend a regular class. Even if a teenager is accompanied, they are not permitted to attend any classes.  
    • • FOH members on duty have the right to question the age of clients on arrival if they suspect someone is under 18 years old. 
    • • FOH members are obliged to turn away anyone under the age of 18 who arrives for a class, they may also do this without providing a refund as this is stated within the company’s terms and conditions. 
    • • The only exception to this is for participants of Mini Method Movers classes - under 18s are permitted to attend. 
  • • Mini Method Movers 
    • • Participants must be at least 7 years old to attend  
    • • Children must be accompanied by an adult over the age of 18, this adult is required to remain on the premises for the duration of the class in case of emergency. 
    • • FOH staff are permitted to deny participation in a class if the child is unaccompanied. 

 

Cross-Location credit use  

  • • Credits purchased at one studio location are not automatically transferable to another location unless explicitly stated. Any exceptions must be approved by management. 


Guests 

  • • If customers wish to bring a guest to our studio for a session, you must ensure that they have created an account so that they also complete the registration form on our website, which includes a health and safety waiver form for legal purposes.  

 

Merchandise Returns/Exchanges 

  • • Customers may return eligible merchandise within 30 days of the original purchase date and receive a full refund. 
  • • Items must be unworn, unused, unwashed, and preferably in their original packaging. 
  • • Proof of purchase is required for all returns. 
  • • Items showing wear, damage, alteration, or misuse cannot be accepted. 
  • • In-Studio Returns: 
    • • FOH must inspect the item for eligibility. 
    • • Returns are processed through shopify to reflect stock levels. 
    • • Refunds should go to the original payment method; if unavailable, store credit may be issued at management’s discretion. 
  • • Online Returns: 
    • • Customers must contact the studio within 30 days of receiving their order. 
    • • Return postage is the customer’s responsibility unless the item is faulty or incorrect  
    • • Customers may return retail in store if purchased online 
    • • Refunds are issued once items are received and inspected. 
  • • Exchanges: 
    • • Permitted for different sizes/colours of the same item, subject to stock. 
  • • Non-Returnable Items: 
    • • Water bottles, grip socks, and other hygiene-sensitive accessories. 
    • • Items purchased more than 30 days ago. 
  • • Faulty or Incorrect Items: 
    • • FOH should inspect and document the issue. 
    • • Refund or replacement provided if the fault is not due to misuse. 
    • • Incorrect items are replaced at no cost to the customer. 
  • • Credit: 
    • • Issued when preferred by the customer, when the original payment method is unavailable. 
  • • Refund Processing Time: 
    • • Typically, 3-10 business days, depending on the customer’s bank or payment provider. 

 

Legal & Compliance Policies 

  • • CCTV & Surveillance Policy 
    • • CCTV may operate on the premises for safety, security, and loss prevention. 
    • • Footage is accessible only to authorised personnel and retained for a maximum of 30 days unless required for investigation. 
    • • Clients may request access to footage in accordance with GDPR. 
  • • Liability & Waiver 
    • • Clients participate at their own risk; waivers are signed upon registration. 
    • • Studio liability is limited to incidents caused by negligence. 
  • • Data Protection 
    • • Client data including health info, booking history, and contact details is stored securely and only accessible to authorised staff. 
    • • Data will not be shared without client consent. Clients may request access or deletion in accordance with GDPR. 
  • • Equipment & Property Use 
    • • Clients must use all studio equipment responsibly. 
    • • The studio is not responsible for lost, stolen, or damaged personal items. 
  • • Emergency Procedures 
    • • Clients must follow staff instructions during emergencies. 
    • • Assembly points and emergency exits are clearly marked. 
  • • New Addition: Third-Party Contractors 
    • • External instructors or therapists must comply with all studio policies, provide insurance, and complete agreements with the studio. 


  • • Weather / Force Majeure Closures 
    • • In cases of extreme weather, power outages, government restrictions, or other unavoidable circumstances, the studio has the right to cancel or reschedule classes. 
    • • Credits may be extended at management discretion; refunds are not guaranteed.