PILATES POLICIES

Privacy

 

Taube Pilates respects your privacy and personal information, and will never share any of your information with anyone else without your permission in accordance with our privacy policy. However, we may use your email address to send specials, updates and inspirational email newsletters and other announcements. Should you wish to be removed from our mailing list at any time, you can opt-out of email contact by using the opt out link at the bottom of the link.

Your Medical Information

 

Medical information you share with your instructor in the context of a Pilates, session is confidential and will only be shared with other Taube Pilates cover instructors as relevant for your safety and wellbeing (for example we may put a pop-up note in your profile to let all the instructors working with you know that you have a lower back injury, or that you are pregnant). These notes are not visible to the general public or other Clients.

If you are working with us to rehabilitate an injury or medical condition, it may be useful for your instructor to communicate with other fitness, allied health or medical professionals who are treating you, or who have worked with you in the past (for example your instructor may consider it advisable to contact your osteopath, medical doctor, massage therapist or personal trainer to discuss your situation). In this case we will always ask your permission before contacting your doctor, therapist or other professionals.

Students observing your session

 

As Taube Pilates delivers Pilates teacher training courses, there may be a student instructor observing your session or assisting teaching as part of their training. If you prefer not to have your session observed or assisted please let us know prior to the start of the session. Student instructors are required to adhere to Taube Pilates privacy policy (i.e. never to discuss your information with anyone except the instructor conducting your session).

Complaints

 

Taube Pilates seeks to resolve difficulties, grievances and complaints in a prompt, impartial and just manner with our Complaints Handling policy.

 

Our complaints handling policy ensures that face to face clients and online students have the right to the principles of fairness, accessibility, transparency, responsiveness, accountability and constructiveness.

 Any concerns or grievances are managed promptly, impartially and justly.

Taube PIlates views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person who has made the complaint.

 

Our policy is:

  • To provide a fair complaints procedure, which is clear and easy to use for anyone wishing to make a complaint.

  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.

  • To make sure all complaints are responded to in a timely way.

  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired.

 

  • A complaint can be received verbally, by phone, by email or in writing.

 

  • All complaint information will be handled sensitively in accordance with Australian Privacy Principles. 

Cancellation Policy

 

Taube Pilates is getting more and more popular!

 

Sessions are booking out in advance and I now have wait-lists for the more popular session times. To ensure you continue to receive individual attention, and your favourite session time, it is now essential that you book in advance. At the same time, it is also important to give as much advance notice as possible if you cannot attend a booked session, so that I may then offer your space to a wait-listed client.

 

Thank you for your consideration and understanding.

 

24 hours notice of cancellation is required otherwise a full session fee will apply.

CUSTOMER SERVICE GURANTEE

  • Your safety is our highest priority

  • We share your passion for protecting our environment

  • We commit to the privacy of your personal information

  • We will listen to your requests and cater your session to your changing needs 

  • We respect your time and guarantee to start and finish your sessions on time

  • If we cancel your session with less than 24 hours notice we will credit you a complimentary session at a different time

  • If we are running more than 10 minutes late for a scheduled appointment time you may be eligible for a credit of $25

  • We are committed to giving you a satisfying and safe Pilates workout that caters to your unique physical goals