Studio policy

Studio Etiquette

• Please slip off your shoes before entering the studio and place them in the designated shoe storage under the lockers or in the changing rooms.
• Always wear grip socks whilst on the reformer or mat.
• We love your pre and post-Pilates selfies. You are welcome to film yourself during class as long as other people are not in your content without consent.
• Put your phone on silent during class.
• Clean your reformer / mat, props and/or red light mask after use.
• Keep all spaces tidy for yourself and your fellow members.
• Honour the calm, safe and supportive atmosphere of our studio.
• Be kind, always.

Age

• 18 and over. Everything we offer: group classes in both studios, private and duet sessions, and red light therapy including our red light mats and masks.
• 16 and 17. Private and duet sessions on the reformer or the mat. A parent or guardian signs the liability waiver and health form and gives us their contact details, and is very welcome to be present for the session if they wish. Not available until 18: group classes and red light therapy.
• Under 16. For health and safety reasons, we're not able to welcome clients under 16.

Pregnancy & Postnatal Care

We warmly welcome expecting and new mums, with a little extra care. We ask all pregnant and postnatal members to obtain medical clearance from their doctor before attending, and to let us and your instructor know beforehand so we can look after you properly.

• First trimester: you're welcome in our low-intensity Reformer Studio group classes (such as Full body flow & align), with medical clearance.
• Second & third trimesters: we move you to 1:1 private reformer and mat sessions, tailored to your stage and supported by our pregnancy wedge cushion, so every movement is right for you.
• Red light therapy (both the red light mats and the red light masks) is paused throughout pregnancy as a precaution, and resumes once your doctor clears you after birth.
• Postnatal: everything resumes once you're medically cleared to return.

Ask us about private session packs to keep moving through pregnancy and postnatal recovery. Your instructor may modify, pause or end a session at their discretion if they feel it's needed for your wellbeing and your baby's.

Late Arrival Policy

First-timers, please arrive 5–10 minutes early so we can get you set up safely on your reformer or red light mat. If you're a returning member and running late, you're welcome to slip into class quietly, but we really recommend being on time, as warming up is important.

Waitlist Policy

If a class is full, we highly recommend joining the waitlist. If a spot opens up, everyone on the waitlist will receive an instant app notification or email. Spots are first-come, first-served, so act fast to claim it.

Please remove yourself from the waitlist if your plans change, so the next person hoping to get in finally gets their spot.

Cancellation Policy

Cancellations or reschedules made up to 12 hours prior to class start are free of charge and you will keep your class credit.

Running late or caught in a meeting? Inside the 12-hour window you can still reschedule to another class on the same day and keep your credit. Just reschedule your booking rather than cancelling it.

Cancellations made within 12 hours of class start, where you don't rebook, are considered a late cancel and will result in the loss of the credit. Please note that unlimited membership holders, who have no credit to forfeit, will instead be charged a HK$100 late cancellation fee.

In genuine emergency situations, Pilates by Saffron may, at its sole discretion, consider reissuing a credit, extending its expiry or transferring a credit to another client. Supporting documentation may be requested.

No-Show Policy

If you book a class and don't attend without cancelling, you'll forfeit your class credit. Unlimited membership holders, who have no credit to forfeit, will instead be charged a HK$150 no-show fee. Please cancel if you can't attend, so your spot can go to someone on the waitlist who would love it.

No Refund Policy

All purchases are final. Refunds will not be provided under any circumstances. Credits issued for eligible cancellations cannot be exchanged for cash or otherwise refunded.

Adverse Weather Policy

Your safety always comes first. Whenever Typhoon Signal No. 8 or a Black Rainstorm Warning is in force, staying home is always okay. You will never be charged a late-cancellation or no-show fee, and any affected credit is returned to your account automatically, with an added 7 days to use it.

• The Reformer Studio remains open wherever it is safe to do so, and classes run as scheduled. Attendance is entirely optional, so join us if you are close by and comfortable travelling, or rest and reschedule with our warmest understanding.
• The Red Light Studio closes while the signal is in force and reopens two hours after it is lowered, allowing our team to travel in safely. Should that leave only the final class of the day, the studio stays closed for the evening.

No Absence Penalties

While the studio resumes classes 2 hours after a severe signal is lowered, we understand travel can still be disrupted. If you cannot safely make it to the studio due to an active Landslip Warning or localised flooding in your area, please contact us to have your late cancellation or no-show fees waived and your credit returned. Your safety is our absolute priority.

Membership Policy

• Monthly memberships are activated from the date of the first class booking. Your membership will auto-renew each calendar month indefinitely. You may cancel your membership directly through the app or website (outside of your minimum commitment period) but please ensure you cancel at least 48 hours before your next billing date to prevent the next charge. Monthly memberships are non-refundable in part or full once a billing cycle has already begun.
• Unlimited memberships are capped at a maximum of two classes per day for health and safety reasons. To ensure fairness, unlimited membership holders can hold a maximum of 8 active future bookings at any one time.
• Members agree to leave a valid payment method on file and authorise Pilates by Saffron to run recurring auto-pay charges each month. If your payment method changes or expires, please update your billing details in your account as soon as possible before your next scheduled monthly payment.
• Pilates by Saffron reserves the right to freeze or terminate your membership after any unsuccessful charge attempt. Pilates by Saffron is not responsible for any fees assessed by your bank or credit card provider for lack of funds, overcharges or any other fees.

Pausing Your Membership

• Founding and Unlimited Annual memberships include two free pauses of up to 30 days each, every year, with no fee and no notice period.
• Set your dates whenever you like, and start your pause today or on any date ahead. Billing and membership benefits both resume the day your pause ends. Any classes already booked inside your pause dates will be cancelled, and we'll show you which ones before you confirm.
• Class packs cannot be paused. Their validity runs from your first booked class, and 8-Class Monthly memberships have no minimum term, so you're welcome to cancel and rejoin whenever suits you.
• If something serious has come up, please talk to us. We would much rather find a way to keep you than see you go.

Guest Passes

• Guest passes are earned through Your PS Era, our milestone rewards. You'll receive your first guest pass at your 25th class, so you can bring someone you love to the studio.
• To book a guest, message us at least 24 hours before the class you have in mind, with your guest's name and email address.
• We'll send your guest our liability waiver and health intake form. Both must be completed before they arrive. This is a safety requirement and we can't make exceptions, so please give them time to fill them in.
• Guests can only be booked into a class that still has a space, and their spot is confirmed on the same first-come basis as everyone else's.
• Guest passes have no cash value and can't be exchanged for class credits or account balance. If a guest booking is cancelled late or missed, the pass is used.
• Your guest is very welcome to join us on any class pack after their visit.

Privacy & Personal Data

We collect only the personal data we genuinely need to run the studio: your name and contact details when you join the waitlist, book classes or message us; the health information you share through our Liability Waiver and booking profile, so we can teach you safely; and your application details if you apply to join our team.

Your data is used to manage bookings, memberships and payments, to keep you safe in class, and to send you service updates. Marketing messages are sent only if you have opted in, and you can opt out at any time. Your data is handled by the small number of service providers that power our studio (such as our booking and payment platforms), is kept only as long as needed for these purposes, and is never sold.

Our website sets no advertising trackers. Under the Personal Data (Privacy) Ordinance you may request access to, or correction of, your personal data at any time: reach us via the contact page and we will take care of it promptly.

Changes to These Policies

• We may update these policies from time to time, for example as we add new classes, adjust our schedule or improve how something works. The current version always lives on this page, with the date it was last updated shown at the top.
• If we make a change that materially affects your membership or a package you've already bought, we'll let you know by email or WhatsApp before it takes effect.
• Continuing to book with us after a change means you're happy with the updated policies. If you're ever not, please talk to us.