GENERAL TERMS AND CONDITIONS – PILAMÉ
These general terms and conditions govern all offers, bookings, memberships, class packs, packages, gift cards, products, and related services provided by PILAMÉ. By purchasing a product or service from PILAMÉ, you agree to be bound by these terms.
ARTICLE 1 – DEFINITIONS
In these general terms and conditions, the following definitions apply:
PILAMÉ: the business located at Breestraat 20, Delft, the Netherlands, offering Reformer Pilates classes, member services (including coffee and matcha), retail of Pilates-related products, and merchandise.
Client: any natural person (consumer) or legal entity that purchases products or services from PILAMÉ.
Participant: a Client who attends a class or holds a membership, class pack, or package.
Classes: Reformer Pilates classes offered via single bookings, class packs, packages, or memberships.
Products: all goods sold by PILAMÉ, including but not limited to merchandise, accessories, Pilates mats, ankle weights, grip socks, and hand weights.
Agreement: any agreement between PILAMÉ and a Client concerning the provision of Classes or Products, including related services.
Online Booking System: the booking and payment platform designated by PILAMÉ for purchases and reservations.
Unlimited Membership: a membership product that allows booking an unrestricted number of Classes, subject to the Fair Use Policy.
House Rules: the studio policies and safety instructions as published in-studio and/or via the Online Booking System and website, as amended from time to time.
ARTICLE 2 – APPLICABILITY
2.1 These general terms and conditions apply to all quotations, offers, Agreements, Classes, memberships, class packs, packages, gift cards, Products, and services of PILAMÉ.
2.2 By using PILAMÉ’s services or purchasing its Products, the Client accepts these terms and conditions.
2.3 Deviations from or additions to these terms are only valid if expressly agreed in writing by PILAMÉ. In the event of a conflict between these general terms and any specific product conditions communicated at the time of purchase, the specific product conditions prevail.
2.4 If any provision is invalid or unenforceable, the remaining provisions remain in full force. The invalid provision will be replaced by a valid provision that approximates the intent as closely as possible.
ARTICLE 3 – PARTICIPATION IN CLASSES
3.1 The minimum participation age is sixteen (16) years. Clients under 18 must have verifiable consent from a parent or legal guardian. PILAMÉ may request identification or proof of consent at any time.
3.2 The Client declares to be physically and mentally fit to safely participate in Classes. In case of doubt, the Client must seek medical advice prior to participation. The Client must inform the instructor prior to class of any injuries, pregnancy, postnatal status, surgery, or other physical limitations.
3.3 Class reservations are mandatory and must be made via the Online Booking System. Participation will be refused without a valid reservation or if the Participant arrives late and entry would disrupt the Class. For safety reasons, late entry after the class safety briefing/warm-up may be refused at the instructor’s discretion.
3.4 Cancellations must be made via the Online Booking System no later than twenty-four (24) hours before the scheduled start time. Late cancellations or no-shows will be charged in full or deducted from the applicable class pack, package, or membership.
3.5 Wearing grip socks during Classes is mandatory for hygiene and safety. Participants must follow all House Rules, instructor directions, and safety instructions.
3.6 Participants must clean equipment after use with products provided by PILAMÉ and leave the studio tidy. Food is not permitted in studio areas. Water in closed bottles only.
3.7 PILAMÉ may change class schedules, instructors, or programming and may cancel Classes due to insufficient bookings, instructor illness, or other operational reasons. In such cases, any deducted class credit will be re-credited, and no further compensation is due.
3.8 If PILAMÉ offers a waitlist, Participants may be automatically enrolled when a spot becomes available. It is the Participant’s responsibility to monitor booking confirmations and notifications. Once enrolled from the waitlist, the applicable cancellation policy applies in full. By joining a waitlist, the Participant consents to receive booking notifications via the contact details provided in the Online Booking System.
ARTICLE 4 – MEMBERSHIPS, CLASS PACKS, PACKAGES, AND GIFT CARDS
4.1 Memberships, class packs, packages, and gift cards are strictly personal and non-transferable. It is not permitted to attend a class on behalf of another person or to share access. PILAMÉ reserves the right to verify the identity of Participants at any time and to suspend or terminate access in case of suspected misuse, sharing, or fraudulent use of memberships, class packs, or accounts.
4.2 Memberships may be entered into for a fixed minimum term (e.g., 1, 3, 4, 6, or 12 months) or for an indefinite period, as specified at purchase. Unless stated otherwise, memberships continue after the initial term for the same period and can then be terminated with one (1) month’s notice.
4.3 Cancellation of memberships must be done in accordance with the specific membership conditions communicated at the time of purchase and available in the Online Booking System. Notice of termination must be given via the method designated by PILAMÉ.
4.4 Class packs and packages are valid only during the validity period specified at purchase. Unused classes expire after the validity period without entitlement to a refund or extension, unless PILAMÉ decides otherwise at its discretion. This applies regardless of the reason for non-use, unless mandatory law provides otherwise or PILAMÉ grants an exception in writing.
4.5 Gift cards are valid for hundred (100) days from the date of issue unless a different validity period is stated on the card or purchase confirmation for a specific promotional offer. Gift cards are not redeemable for cash and cannot be replaced if lost or stolen.
4.6 Specific conditions applicable to a particular membership, class pack, package, introductory offer, or gift card, as communicated at the time of purchase via the Online Booking System, the PILAMÉ website, or the purchase confirmation, form an integral part of the Agreement.
4.7 PILAMÉ may, at its discretion, grant a temporary membership freeze (e.g., in case of injury, pregnancy, or moving to another city/country) subject to advance written request, supporting documentation, and confirmation by PILAMÉ. Freezes pause billing and access only for the approved period and do not create a right to refunds. Any fixed minimum term is extended by the freeze period.
4.8 Introductory offers, promotions, discounts, and trial packages are for one-time use per Client, unless expressly stated otherwise. No rights can be derived from expired promotions or past pricing, and discounts cannot be combined unless explicitly permitted by PILAMÉ.
ARTICLE 5 – FAIR USE POLICY AND NO-SHOW FEE (UNLIMITED MEMBERSHIPS)
5.1 Unlimited access is subject to reasonable and normal personal use. To safeguard class availability, service quality, and fair access, PILAMÉ may limit, suspend, or restrict bookings in cases of excessive or unreasonable use.
5.2 Excessive or unreasonable use includes, without limitation, booking multiple Classes on the same day without attending, repeated late cancellations, repeated no-shows, holding multiple concurrent future bookings exceeding reasonable usage, or other patterns negatively affecting availability for others. Measures taken will be proportionate and reasonable and may include temporary booking limits, waitlist-only access, or a short suspension of booking privileges.
5.3 The standard twenty-four (24) hour cancellation policy applies to all memberships. For no-shows without timely cancellation, PILAMÉ may charge a no-show fee of EUR 15 per missed Class (including VAT where applicable). By purchasing an Unlimited Membership, the Client authorizes PILAMÉ (or its payment processor) to charge the no-show fee to the payment method on file (including via card-on-file or SEPA direct debit where mandated by the Client).
5.4 Repeated no-shows or repeated late cancellations may be considered unreasonable use and may lead to additional measures under this Article.
ARTICLE 6 – MEMBER SERVICES: COFFEE, WATER AND MATCHA
6.1 PILAMÉ offers a limited coffee, water, and matcha service to Participants in connection with a Class or as part of the member service. Availability, selection, and serving times may vary and are not guaranteed.
6.2 Non-members may not access the counter or order/take consumptions.
6.3 Certain products are offered in collaboration with The Matcha Society. Co-branding PILAMÉ x The Matcha Society may appear on packaging and materials.
6.4 Consumptions are intended to be enjoyed on-site as part of the member service; PILAMÉ is not a hospitality venue. Takeaway is only permitted if explicitly offered.
6.5 Consumptions are personal and may not be resold. PILAMÉ may impose reasonable limits per visit or per day.
ARTICLE 7 – PRODUCT SALES, RETURNS AND WARRANTY
7.1 PILAMÉ sells merchandise, sportswear, mats, grip socks, weights, ceramics, drinkware, and lifestyle products. Products may be purchased by both members and non-members.
7.2 Unused and undamaged Products may be returned within fourteen (14) days of purchase, in their original packaging and with proof of purchase. For hygiene reasons, certain items (e.g., grip socks, underwear) are not returnable if packaging is opened, unless defective.
7.3 Clothing must not be worn or washed if returned. PILAMÉ reserves the right to refuse returns that do not meet these conditions.
7.4 Refunds for accepted returns will be processed within fourteen (14) days after receipt of the returned Product via the original payment method where possible.
7.5 All Products are subject to statutory warranty under Dutch law. If a Product is defective, the Client is entitled to repair, replacement, or a proportional refund in accordance with the law.
7.6 For distance purchases (online), statutory withdrawal rights and exceptions apply pursuant to Dutch consumer law. The right of withdrawal does not apply to goods that are not suitable for return for health protection or hygiene reasons once unsealed. For online purchases, PILAMÉ provides information on the right of withdrawal and a model withdrawal form via its website; if such information is not provided, the withdrawal period may be extended in accordance with law.
7.7 Title to Products transfers upon full payment. Risk in Products transfers upon delivery to the Client.
ARTICLE 8 – RIGHT OF WITHDRAWAL FOR SERVICES PURCHASED AT A DISTANCE
8.1 If a consumer purchases services (e.g., a membership, class pack, or package) online or otherwise at a distance, the consumer may have a statutory right to withdraw from the Agreement within fourteen (14) days after purchase without giving reasons, unless an exception applies.
8.2 The right of withdrawal does not apply to leisure services relating to activities with a specific date or period of performance, such as a Class booked for a specific date/time. If the consumer books such a Class within the withdrawal period, the consumer acknowledges that the right of withdrawal is excluded for that Class.
8.3 If the consumer requests the performance of services to begin during the withdrawal period (e.g., by booking and attending Classes from a membership or pack), the consumer must pay for the proportion of services already provided up to the time of withdrawal.
8.4 To exercise the right of withdrawal (where applicable), the consumer must submit a clear statement within the withdrawal period via the contact method indicated by PILAMÉ. PILAMÉ will confirm receipt and process any refund due within fourteen (14) days, using the same payment method where feasible.
ARTICLE 9 – PAYMENT, BILLING AND PRICE CHANGES
9.1 All prices are inclusive of VAT unless stated otherwise. Prices and fees are stated in euros (EUR).
9.2 Payment must be made in advance via the available payment methods in the Online Booking System, unless otherwise agreed. For memberships with recurring payments, the Client authorizes recurring charges to the designated payment method.
9.3 In case of late payment or a failed charge, PILAMÉ may suspend access to Classes or services until payment is received. Statutory interest and statutory collection costs may be charged in accordance with Dutch law.
9.4 PILAMÉ may adjust prices. For ongoing memberships, price changes will be communicated at least thirty (30) days in advance. If the Client does not agree to a price increase for an indefinite membership, the Client may terminate the membership with effect from the date the change takes effect.
ARTICLE 10 – SAFETY, HOUSE RULES AND STUDIO ACCESS
10.1 Participation in Classes is at the Participant’s own risk. Participants must behave safely and respectfully and comply with all posted House Rules and instructions from staff.
10.2 Access to non-public areas is prohibited. PILAMÉ may deny access or remove any person who violates house rules, acts unsafely, or disturbs others. No refund is due in such cases.
10.3 Personal belongings should be stored safely. Lockers, if provided, are for temporary use during the visit. Items left unattended or overnight may be removed.
10.4 For security, PILAMÉ may use CCTV in common areas in accordance with applicable law.CCTV use will be signposted in-studio and limited to specified areas and purposes (safety, security, incident investigation), with retention periods in line with PILAMÉ’s privacy statement.
10.5 The Client is liable for any damage to PILAMÉ’s equipment, facilities, or property caused by intent, fault, negligence, or improper use by the Client or Participant. PILAMÉ is entitled to recover the resulting repair or replacement costs from the Client.
10.6 In case of serious or repeated violations of house rules, unsafe behaviour, misuse of memberships or booking systems, or conduct that negatively affects other participants, PILAMÉ is entitled to immediately suspend or terminate the Agreement, membership, or access rights without refund or compensation.
10.7 The studio is smoke-free. Pets are not permitted, except verified assistance animals where required by applicable law.
10.8 Children are not permitted in the studio and/or class areas unless expressly approved by PILAMÉ in advance and supervised at all times. For safety reasons, children are never permitted in the reformer area.
ARTICLE 11 – LIABILITY
11.1 PILAMÉ is not liable for loss, theft, or damage to personal belongings on the premises. No part of any fees paid to PILAMÉ constitutes consideration for the safekeeping of personal belongings. Clients are advised not to bring valuables to the studio.
11.2 Participation in Classes and use of equipment are at the Participant’s own risk. PILAMÉ is not liable for physical or mental injury except where such injury results from intent or gross negligence by PILAMÉ. Nothing in these terms limits liability for death or personal injury caused by such intent or gross negligence or any liability that cannot be excluded under mandatory law.
11.3 To the extent permitted by law, PILAMÉ’s total liability arising from or in connection with an Agreement is limited to the total fees paid by the Client to PILAMÉ in the three (3) months preceding the event giving rise to liability. PILAMÉ is not liable for indirect or consequential damages, including loss of profit, loss of data, or loss of enjoyment.
11.4 The Client remains responsible for assessing their own health status and suitability to participate and for following all instructions to prevent injury.
11.5 The exclusions and limitations of liability set out in these General Terms and Conditions also apply for the benefit of PILAMÉ’s directors, employees, instructors, contractors, and any third parties engaged by PILAMÉ in the performance of the Agreement.
ARTICLE 12 – FORCE MAJEURE
12.1 In the event of force majeure, including but not limited to fire, pandemics, epidemics, government measures, power failures, strikes, or unexpected closure of the premises, PILAMÉ may suspend its obligations for the duration of the impediment without liability for damages.
12.2 In case of prolonged force majeure exceeding thirty (30) days, PILAMÉ will consult with the Client to seek a reasonable solution, which may include extending validity periods, offering alternative access, rescheduling, or issuing credits. For the avoidance of doubt, refunds are not required where performance is impossible due to force majeure, except where mandated by mandatory law.
ARTICLE 13 – PRIVACY AND DATA PROTECTION
13.1 PILAMÉ processes personal data in accordance with applicable privacy laws, including the GDPR. Personal data is used for account administration, bookings, billing, member communications, and service provision.
13.2 Clients may manage marketing preferences and unsubscribe from commercial communications at any time. Operational messages (e.g., booking confirmations, schedule changes, payment notices) are necessary for service delivery.
13.3 A full privacy statement, including information on data processing, legal bases, retention, recipients, and data subject rights (access, rectification, erasure, restriction, objection, and portability), is available on the PILAMÉ website. Clients also have the right to lodge a complaint with the Dutch Data Protection Authority. Where SEPA direct debit is used, mandate details will be processed and stored in accordance with the privacy statement.
ARTICLE 14 – INTELLECTUAL PROPERTY AND MEDIA
14.1 All content and materials provided by PILAMÉ, including class programming, training materials, designs, and branding, are protected by intellectual property rights and may not be copied, shared, or used for commercial purposes without permission.
14.2 From time to time, PILAMÉ may create photo or video content in the studio for marketing purposes. PILAMÉ will act respectfully and will avoid identifying individuals without consent. Clients who do not wish to appear in materials should inform staff before class. PILAMÉ will not publish identifiable images of Clients for marketing without their consent, save where an applicable legal basis under privacy law clearly applies.
ARTICLE 15 – COMPLAINTS
15.1 PILAMÉ aims to handle all complaints promptly and fairly. Complaints should be submitted as soon as possible, with a clear description and any relevant details, via the contact details provided on the PILAMÉ website or at the studio.
15.2 PILAMÉ will acknowledge receipt and respond within a reasonable period. If a complaint cannot be resolved by mutual consultation, the dispute resolution provisions below apply.
15.3 Without prejudice to mandatory consumer rights and statutory limitation periods, the Client is requested to notify PILAMÉ of any claim or complaint as soon as reasonably possible after becoming aware of it, to enable proper investigation and mitigation.
ARTICLE 16 – AMENDMENTS
16.1 PILAMÉ may amend these general terms and conditions. The most recent version is available on the PILAMÉ website and at the studio.
16.2 For ongoing consumer memberships, material changes will be notified at least thirty (30) days in advance. If the Client does not agree with a material change, the Client may terminate an indefinite membership with effect from the change date. Changes that are purely administrative or required by law may take effect immediately.
ARTICLE 17 – GOVERNING LAW AND DISPUTES
17.1 All Agreements between the Client and PILAMÉ are governed exclusively by Dutch law.
17.2 Parties will first attempt to resolve disputes by mutual consultation. If unresolved, disputes will be submitted to the competent court in the district of The Hague, without prejudice to any mandatory rights of consumers to bring claims before the court of their residence.
ARTICLE 18 – CONTACT DETAILS
18.1 For questions, notices, withdrawals, complaints, or requests, please use the contact details provided on the PILAMÉ website or at the studio at Breestraat 20, Delft, the Netherlands.
18.2 Notices and communications under these terms may be provided by email and/or via the Online Booking System, and such communications are deemed “in writing”.
ARTICLE 19 – LANGUAGE
19.1 These terms are provided in English. If a Dutch version is provided in the future and there is any discrepancy between versions, the Dutch version will prevail to the extent permitted by law.
Effective date: 1 January 2026
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