Neon Pilates
Terms & policies
Terms of Use
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Version 1
Acceptance of these terms
These Terms of Use ("Terms") govern your access to and use of the Neon Pilates website, member portal, booking tools, and related services (together, the "Services"). By creating an account, booking a class or session, purchasing a pass or membership, or otherwise using the Services, you agree to these Terms.
If you do not agree to these Terms, do not use the Services. If you are using the Services on behalf of another person (for example, booking for a family member), you confirm you are authorized to do so and to accept these Terms for them.
Who we are and how to reach us
The Services are operated by Neon Pilates.
Questions about these Terms or your account? Email us anytime at admin@neonpilates.com.
Eligibility and your account
You must be at least 18 years old to create an account and accept these Terms. Bookings for minors must be made and supervised by a parent or legal guardian, who remains responsible for the minor and for these Terms.
Some features require a confirmed member portal account; you can also check out as a guest for certain bookings. You agree to provide accurate, current information (including your legal name where required for waivers and billing) and to keep it up to date.
- You are responsible for activity that happens under your account and for keeping your login credentials secure.
- We may use email, SMS one-time passcodes, social sign-in, or passkeys to verify your identity. Keep your contact details accurate so you can receive these.
- Notify us promptly if you believe your account has been accessed without your permission.
Health, safety, and assumption of risk
Pilates and physical training involve inherent risks, including the risk of injury. You should consult a physician before beginning any exercise program and should not participate if you have a condition that makes exercise unsafe.
Participation in classes and sessions requires a separately signed waiver and release of liability. That signed waiver governs the assumption of risk, release, and related terms for your physical participation, and it controls over any summary in these Terms. These Terms do not replace or limit that waiver.
Listen to your body, follow instructor guidance, and stop and seek help if you feel unwell. You participate at your own risk.
Group class bookings
You may reserve a spot in a group class subject to availability. When a class is full, you may be able to join a waitlist and will be notified if a spot opens; certain spots may be temporarily held for specific members before being released to others.
Please arrive on time and check in for your class. Reserving a spot you do not use prevents another member from attending — cancellations are governed by the cancellation and refund policy described below.
Private training sessions
Private (1:1) training is booked by request. When you submit a request, you select a preferred time and how you intend to pay (training credits or card). A trainer reviews and must approve the request before the session is confirmed.
Until a request is approved, it is a request only — not a confirmed booking. Approved sessions are scheduled at the confirmed time and are subject to the cancellation and refund policy described below.
Class and training credit passes
We offer passes that hold credits you can redeem for bookings: a Group Class Pass (one credit reserves one class seat) and a Private Training Pass (credits are measured in training hours). Pass terms, pricing, credit amounts, and any expiration are shown at the time of purchase.
- When you book using credits, the required credits are reserved against your balance right away so your available balance stays accurate.
- For private training, reserved credits are deducted only when your trainer approves the request, and released back to your balance if the request is declined or cancelled before approval.
- Credits and passes are personal to you, are not transferable, and have no cash value except where required by law.
- Purchased credits are generally non-refundable except as provided in the cancellation and refund policy below or as required by law. Any expiration date for credits is shown at purchase.
Memberships and recurring billing
Memberships bill automatically on a recurring schedule (for example, monthly) using a payment method you keep on file. By starting a membership you authorize us to charge that payment method for each billing period until the membership is cancelled, and you agree to our auto-pay consent terms presented at sign-up.
Membership benefits — such as a credit allowance for each period — refresh at the start of each billing period. Unless stated otherwise for your plan, periodic credits are "use it or lose it" and do not roll over after the period ends.
- You can cancel auto-renewal at any time. Cancellation stops future charges; it does not refund the current period, and you keep access and any remaining current-period credits through the end of the period already paid for.
- If a payment fails, we may retry the charge and may pause membership benefits until payment is resolved.
- We will give reasonable notice of changes to membership pricing or benefits; changes apply to billing periods after the notice.
Payments, pricing, and taxes
Prices are shown in U.S. dollars and may change. You are responsible for all charges incurred under your account and for any applicable taxes.
Card payments are processed by our third-party payment processor (Stripe); we do not store full card numbers. By providing a payment method, you authorize us and our processor to charge it for your purchases, including saved payment methods used for invoices, memberships, and approved bookings.
Some purchases are billed by invoice or a secure pay-by-link. Invoices are due as stated on the invoice. We may decline or cancel a transaction we believe is fraudulent, erroneous, or unauthorized.
Cancellations, refunds, and rescheduling
Cancellations, refunds, account credit, and rescheduling for group classes and private training are governed by our Cancellation & Refund Policy, shown in the next section of this document and configured by the studio.
Because that policy can be updated by the studio, the version displayed here is the current policy and applies to your bookings. Please review it before booking.
Communications and consent
When you use the Services, we send transactional messages by email and, where applicable, SMS — for example, booking confirmations, reminders, receipts, waiver and account notices, and security one-time passcodes. These messages are part of the Services.
If you opt in to SMS (including SMS one-time passcodes), message and data rates may apply and message frequency varies. You can stop SMS by replying STOP to a text or by updating your preferences; we keep a record of your consent and opt-out choices.
- You can manage marketing and notification preferences in your member portal, and unsubscribe from marketing emails using the link in those emails.
- You cannot opt out of essential transactional and security messages while you maintain an account or active booking.
Privacy and cookies
Your use of the Services is also subject to our Privacy Policy, which explains how we collect and use your information.
Read our Privacy Policy and Cookie Policy. You can manage cookie and tracking choices through the privacy choices controls on our site.
Acceptable use and studio conduct
Use the Services only for lawful, personal, non-commercial purposes. Do not misuse the Services, attempt to gain unauthorized access, interfere with their operation, scrape or copy content without permission, or book in a way intended to deny availability to other members.
In the studio, follow posted rules and staff and instructor instructions, treat others with respect, and use equipment safely. We may photograph or record classes for promotional purposes; you may opt out of media use on your waiver, and we will honor that choice. We may suspend or terminate access for conduct that is unsafe, abusive, or violates these Terms.
Intellectual property
The Services and their content — including the Neon Pilates name, logos, text, graphics, class descriptions, and software — are owned by Neon Pilates or its licensors and are protected by intellectual property laws.
We grant you a limited, personal, non-exclusive, non-transferable, revocable license to use the Services for booking and managing your participation. You may not copy, modify, distribute, sell, or create derivative works from the Services or their content without our permission.
Third-party services
The Services rely on third-party providers (for example, payment processing, messaging, and analytics). Your use of those features may be subject to the providers’ own terms, and we are not responsible for third-party services or content. Links to third-party sites are provided for convenience and are not endorsements.
Disclaimers
The Services are provided "as is" and "as available" without warranties of any kind, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Services will be uninterrupted, error-free, or secure, or that schedules, availability, or content will always be accurate.
Nothing in these Terms excludes or limits any rights or warranties that cannot be excluded or limited under applicable law.
Limitation of liability
To the fullest extent permitted by law, Neon Pilates and its owners, staff, and contractors will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for lost profits, data, or goodwill, arising out of or relating to your use of the Services.
To the fullest extent permitted by law, our total liability for any claim relating to the Services is limited to the amount you paid to Neon Pilates for the Services giving rise to the claim in the three months before the event that gave rise to the claim. This section does not limit liability that cannot be limited under applicable law, and it does not affect the separately signed waiver and release governing physical participation.
Indemnification
You agree to indemnify and hold harmless Neon Pilates and its owners, staff, and contractors from any claims, damages, losses, and expenses (including reasonable attorneys’ fees) arising out of your misuse of the Services, your violation of these Terms, or your violation of any law or the rights of another person.
Governing law and dispute resolution
These Terms are governed by the laws of the State of California, without regard to its conflict-of-laws rules.
Before filing any claim, you agree to first contact us so we can try to resolve the matter informally. If we cannot resolve it, you and Neon Pilates agree that any dispute will be brought exclusively in the state or federal courts located in Ventura County, California, and you consent to the personal jurisdiction of those courts. There is no mandatory binding arbitration and no class-action waiver under these Terms; both you and we retain the right to bring claims in court.
Changes to these terms
We may update these Terms from time to time. When we do, we will update the version and date shown at the top of this document and, where appropriate, notify you. Changes are effective when posted, and your continued use of the Services after that means you accept the updated Terms.
Contact us
Questions about these Terms? Email admin@neonpilates.com and we will be glad to help.
Cancellation & refund policy (group classes)
Policy version 1 · effective Wed, Jun 10, 2026, 10:56 AM
Overview
Neon Pilates applies a tiered cancellation policy to paid group class registrations. Timing is measured in America/Los_Angeles from when you cancel until the scheduled class start.
Cancellations release your spot so another member can register or move up from the waitlist.
Cancellation windows
The window that applies is based on how many hours remain before the class starts at the time you cancel:
| When you cancel | Account credit | Fee retained |
|---|---|---|
| 48 hours or more before class start | Full refund to your original payment method when you cancel online (card payments) | — |
| 24 to 47 hours before class start | Partial account credit; remainder after retained fee | 10% of the class fee retained |
| Less than 24 hours before class start | No account credit; spot released for another member | — |
Account credit vs card refund
When you cancel a paid group class online, the outcome in the table above applies. At the full-credit tier, eligible card payments receive a refund to the original payment method—not Neon Pilates account credit.
At the partial-credit tier, eligible cancellations issue account credit for future class bookings (minus any retained fee shown in the table).
For exceptions or questions about a specific booking, reply to your registration confirmation email or contact the studio.
Moving to another class
Members with an active paid registration may be able to transfer to another open class instead of cancelling, subject to studio settings:
- Move your paid registration to another upcoming class at least 24 hours before your current class starts.
- You may reschedule up to 2 times per registration.
- Rescheduling is not the same as cancelling: your spot moves to the new class. If the new class costs more, you pay the difference; if it costs less, the difference is refunded to your card when applicable.
- Checked-in registrations and classes that have already started cannot be rescheduled online.
When we cancel a class
If Neon Pilates cancels an entire class, affected registrations are settled separately from the tiered policy above. We refund eligible card payments to the original payment method when possible; if the card refund cannot be completed, we issue a full Neon Pilates account credit instead.
Private training
Private training sessions use the same cancellation windows and account-credit rules as group classes above (measured in America/Los_Angeles from when the session is cancelled until the scheduled session start).
Policy applies after payment is recorded and a session time is on file. Rescheduling is handled as cancel and rebook with the applicable tier.
When you request a session, the credit hours (or the card amount) are reserved against your balance so your totals stay accurate. Reserved credits are deducted only when the session is approved, and released back to your balance if the request is declined or cancelled before approval. Card payments are charged only after approval.
| When you cancel | Account credit | Fee retained |
|---|---|---|
| 48 hours or more before class start | Full refund to your original payment method when you cancel online (card payments) | — |
| 24 to 47 hours before class start | Partial account credit; remainder after retained fee | 10% of the class fee retained |
| Less than 24 hours before class start | No account credit; spot released for another member | — |
Scope
Group class registrations and paid private training sessions booked through Neon Pilates are covered by the sections above.
Unpaid training quotes and other non-event bookings are not subject to these automated rules until payment and a session time are confirmed.
Example: a $50.00 class cancelled about 30 hours before start → partial credit, $45.00 account credit, $5.00 retained.