CORE & FLOW | CLIENT TERMS

Core & Flow Client Terms and Participation Agreement

Last updated: 4 October 2026

1. Who we are and when these terms apply

These terms apply to all Core & Flow studio service purchases and participation, including drop-in classes, blocks and class packs, passes, trials, annual and rolling monthly memberships, unlimited memberships, courses, workshops, events and private or 1:1 sessions. A minimum membership commitment applies only where expressly stated for the product you buy.

Core & Flow is the trading name of CORE AND FLOW LTD, company number 15893785, with its registered office at Barn 3 Whitby Road, Guisborough, England, TS14 6PU. Our correspondence address is Barn 3 Whitby Road, Guisborough, England, TS14 6PU. Our contact telephone number is 07454 909 780 and our email address is hello@coreandflow.com. In these terms, "we", "us" and "our" refer to that company.

These terms must be read together with the description and specific conditions of your purchase shown before checkout and in your booking confirmation. Those details specify the price, payment schedule, class allowance, eligible studios and services, start date, expiry date, minimum commitment and any exclusions.

If a product-specific condition expressly agreed with you conflicts with a general condition in these terms, the product-specific condition will apply, subject always to your statutory rights.

By purchasing or booking a service, or accepting these terms before participating, you agree to the terms supplied to you. We will make them available before purchase and provide confirmation in a form you can retain.

These terms do not remove or restrict any rights you have under consumer law.

2. Health and participation

You must complete our Physical Activity Readiness Questionnaire (PAR-Q) before your first session and keep your health, emergency contact and profile information up to date.

You confirm that you are fit to participate and must inform us and your instructor of any medical condition, injury, pregnancy, limitation or change in health that may affect your participation before taking part.

Where medical clearance is required by your PAR-Q, a healthcare professional or our reasonable safety assessment, you must obtain it before participating. If you are unsure whether exercise is suitable for you, seek advice from an appropriately qualified healthcare professional.

You must follow your instructor's directions and use equipment only as instructed. You should stop exercising immediately if you experience pain, dizziness, shortness of breath or other concerning symptoms and tell your instructor promptly.

We or your instructor may refuse, adapt or stop your participation where reasonably necessary for safety, taking account of any reasonable adjustments that may be required.

Instructor advice is not medical advice and does not replace advice from a qualified healthcare professional.

3. Exercise risks and responsibility

Pilates and physical exercise involve inherent risks, including the risk of injury. You acknowledge these risks and agree to participate within your abilities and follow safety instructions.

You are responsible for exercising within your own capabilities and for telling your instructor about anything that may affect your ability to participate safely.

We will provide our services with reasonable care and skill. The instructor delivering a session is responsible for its instruction, content and safe delivery.

Nothing in these terms excludes or limits any liability or statutory right that cannot lawfully be excluded or limited.

4. Studio rules and safety

We want our studios to be welcoming, safe and enjoyable places for everyone. You must follow reasonable instructions given by Core & Flow staff and instructors and comply with any health and safety notices or requirements at the studio.

Reformer and equipment use

Reformers and other studio equipment must only be used as instructed by your instructor.

You must not attempt exercises, equipment adjustments or movements that you have not been shown how to perform safely.

You must tell your instructor promptly if you believe equipment is damaged, defective or unsafe.

We or your instructor may prevent you from using equipment or participating in an exercise where reasonably necessary for safety.

Clothing and footwear

You should wear suitable clothing for Pilates and physical exercise.

Grip socks are mandatory for all classes and you must wear them. Jewellery, loose clothing or other items should not be worn where they could create a safety risk.

Long hair should be tied back where reasonably necessary for safety.

Accidents and injuries

If you are involved in an accident or injury, or become aware of an unsafe situation or near miss at one of our studios, you should report it to your instructor or a member of the Core & Flow team as soon as reasonably practicable.

Emergencies and fire safety

You must follow all health and safety signage and instructions given by Core & Flow staff.

If the fire alarm sounds or another emergency occurs, you must leave the studio promptly using the nearest appropriate exit and follow staff instructions.

Smoking, vaping and animals

Smoking and vaping are not permitted inside Core & Flow studios or anywhere else where prohibited by law or by the relevant premises.

Animals are not permitted inside our studios, except assistance dogs and any other animals we are legally required to permit.

Food and drink

Food should not be consumed in the studio areas. Drinks may be brought into the studio where permitted, provided they are in a suitable closed or secure container and do not create a safety risk.

We may introduce additional reasonable studio rules where necessary for health, safety, hygiene or the proper operation of a studio.

5. Bookings and payments

Bookings are subject to availability and are confirmed through our booking system. You must book your place before attending, via our booking platform, TeamUp.

Full payment is required at the time of booking or purchase for drop-ins, packs, blocks, passes, courses and individual sessions, unless an instalment arrangement is expressly offered.

Membership payments follow the schedule agreed at purchase. An eligible membership or pack credit may be used instead of a separate session payment.

Prices and any applicable taxes and compulsory charges will be shown before you complete your purchase. Any minimum-term total cost will also be disclosed.

Memberships, credits, packs, passes and bookings are personal and may not be transferred or shared, including with friends or family, unless we expressly agree otherwise.

A Guest Code cannot be used by the person to whom it was issued and may only be used by a new customer who meets the eligibility conditions stated for that offer.

6. Membership types and billing

Your membership price, class allowance and payment frequency are those shown at purchase.

An unlimited membership permits eligible bookings within its stated scope, subject to availability and these terms. It does not guarantee a place in every class.

Memberships payable monthly are normally collected by Direct Debit on the 1st of each month, unless another payment method or date is stated at purchase.

An annual membership paid monthly is a minimum-term commitment paid by instalments, not a rolling monthly membership.

If a monthly billed membership starts part-way through a calendar month, the first payment is pro-rated according to the days remaining, unless your purchase terms state otherwise.

The first payment, first-period credit allowance, regular billing dates and minimum commitment end date will be shown before purchase.

Annual memberships have an initial minimum commitment of 12 months unless a different term is expressly stated. Any discounted commitment price is offered in return for that commitment. Agreed payments remain payable during that period, subject to the cancellation, pause and statutory rights in these terms.

After the initial commitment, an annual membership paid monthly automatically continues on a rolling monthly basis at the continuing monthly price disclosed at purchase, subject to any properly notified price change. There is no new 12-month commitment unless you expressly agree to one.

Rolling monthly memberships have no 12-month commitment unless expressly agreed.

A prepaid fixed-term membership or pass ends on its stated expiry date unless an automatic renewal arrangement was clearly disclosed and expressly accepted before purchase.

7. Class credits and expiry dates

Recurring memberships provide the number of credits stated at purchase for each monthly billing cycle or other specified period.

Unused membership credits expire at the end of that period and do not roll over.

Blocks, class packs, trial passes and other passes provide the allowance and validity period shown at purchase. Their credits must be used for sessions taking place within that validity period, unless otherwise stated.

Credits cannot be exchanged for cash, except where a refund is due under these terms or by law.

Memberships and passes do not cover any excluded class, event, course or service. Any exclusions will be clearly identified before purchase or booking.

We do not ordinarily refund unused or expired credits, passes or memberships solely because you have chosen not to use them. This does not affect any statutory refund or cancellation rights.

8. Cancelling a class / late cancellations

You may cancel or rearrange a class or 1:1 session up to 12 hours before its scheduled start time through the Core & Flow booking system without losing the class credit.

A cancellation made at least 12 hours before the start qualifies for a refund of the amount paid for a single class purchase, or restoration of the membership or pack credit used.

Restored credits keep their original expiry date unless we agree otherwise.

Cancelling a class does not itself cancel your membership.

If you cancel less than 12 hours before the scheduled start, the booked class or session is lost. Any payment or credit used is forfeited and will not ordinarily be refunded or restored.

A late cancellation alone does not attract an additional no-show charge.

If you do not attend and have not cancelled before the start, the payment or credit is forfeited and the applicable no-show charge in section 9 may apply.

For routine class cancellations, email, WhatsApp, SMS and social media messages are not accepted in place of cancelling through the booking system.

If the booking system is unavailable or inaccessible to you, email hello@coreandflow.com promptly with the booking details. We will consider the timing, any system problem and any reasonable adjustment needed.

If you arrive more than five minutes late, the instructor may refuse entry for safety reasons or to avoid disrupting the class. The session payment or credit is normally forfeited. Arriving late and being refused entry will not, by itself, attract an additional no-show charge.

9. No-shows and additional charges

A no-show occurs when you do not attend your booked class and have not cancelled it through the booking system before its scheduled start time.

A cancellation made before the start, even within the 12-hour window, is treated as a late cancellation under section 8.

For a no-show, the booked class is lost and any payment or credit used is forfeited.

If you have more than one no-show within any 30-day period, the following additional charges apply according to the membership or payment used for the booking:

Booking type

No-show consequence

Annual Unlimited or Monthly Unlimited membership

£25 no-show charge per missed class

Annual 5, Annual 10, Monthly 5 or Monthly 10 membership

£15 no-show charge per missed class, in addition to forfeiting the booked class credit

Drop-in, class block, class pack, trial or other pass

The booked session payment or credit is forfeited. No additional £15 or £25 charge applies under this policy

Other membership types

The booked credit, if any, is forfeited. An additional no-show charge applies only if its amount was clearly disclosed and agreed before purchase

An applicable £25 or £15 charge will be applied to your account three calendar days after the missed class. We will notify you of the class, amount and proposed collection date before collection.

Collection will use a payment method you have authorised for such charges. Where payment-provider rules or required advance notice mean collection must be later, we will tell you the collection date. This clause does not override any payment-provider requirements.

Please contact hello@coreandflow.com promptly if attendance has been recorded incorrectly or exceptional circumstances affected your attendance.

We will review disputed charges and pause collection of a disputed charge while it is being reviewed.

No-show charges are subject to fairness and proportionality. We will review and reduce or waive a charge where necessary, taking account of any forfeited payment or credit, replacement booking, costs saved and relevant circumstances, so that we do not recover the same loss twice.

No no-show charge applies if we cancel the class.

For courses, events and private sessions, the applicable cancellation and forfeiture rules apply; the additional membership class no-show charges above do not automatically apply.

10. Courses, workshops and events

To cancel a course and receive a refund, email hello@coreandflow.com at least seven days before its start date.

Course cancellations are an exception to the routine class cancellation process and must be made in writing to that address.

For workshops and events, any different cancellation deadline will be shown before purchase. If none is stated, the seven-day course cancellation rule applies.

For later cancellations or non-attendance, refunds are not ordinarily available, but any amount retained will be fair and proportionate, taking account of costs saved and any replacement booking.

Your statutory rights and any more favourable agreed conditions remain unaffected.

11. Cancelling or ending a membership

You may cancel a rolling monthly membership, or a membership that has completed its initial minimum commitment, through your TeamUp account.

It remains active until the end of the current billing period and no payment will be taken for subsequent billing periods.

You may give notice during a minimum commitment to end the membership when that commitment expires. We will confirm the end date and any final payment properly due.

Cancelling the Direct Debit instruction alone does not notify us to end the membership or remove amounts properly owed.

If you cannot use TeamUp, email hello@coreandflow.com for cancellation assistance.

Payments already taken are not ordinarily refunded retrospectively simply because you have unused credits or did not attend. This is subject to your rights under these terms and the law.

During a minimum commitment, contact us if a significant change outside your reasonable control prevents continued use, such as a serious or continuing illness or injury, involuntary loss of employment or a move making attendance impractical.

We will consider reasonable supporting information and allow a fair early termination where continued enforcement would be unfair.

We will confirm any agreed end date, refund and amount properly payable in writing.

12. Pausing a membership

We may agree a membership pause for injury or illness.

Requests should be emailed to hello@coreandflow.com and agreed in advance. Pauses are not normally applied retrospectively.

We will consider exceptional circumstances fairly, including where advance notice was not reasonably possible.

We will confirm the pause dates and its effect on payments, credits and access in writing.

Where a pause is agreed during a minimum commitment, that commitment is extended by the agreed pause length. A pause does not start a new minimum commitment.

This discretionary pause process does not limit your rights to a reasonable adjustment, fair early termination, refund or other legal remedy.

13. Timetables, instructors and studio availability

We may add, remove or amend classes, formats, instructors, times and timetable slots to reflect operational requirements, instructor availability and customer demand.

We will endeavour to give reasonable notice of significant changes.

Memberships are not tied to a particular instructor, class or timetable slot unless expressly stated.

We cannot guarantee that any particular instructor, class, time or studio will always be available.

Ordinary changes that do not materially reduce the agreed service do not, by themselves, end your membership commitment or entitle you to withhold payment.

If a change materially reduces the service you purchased, including the loss of an expressly included studio or a substantial reduction in reasonable opportunities to use your membership, we will discuss an appropriate remedy.

This may include an agreed alternative, credit extension, proportionate refund or cancellation without an early termination charge.

14. Studio closures and opening hours

A studio may have planned closures totalling up to two weeks in a 12-month period, for example for holidays, maintenance or refurbishment. Any planned closure allowance relied on as part of a membership's pricing and service will be clearly disclosed before purchase.

We will endeavour to give good notice of planned closure dates.

Membership payments may continue during a clearly disclosed planned closure where the agreed overall service and a reasonable opportunity to use the purchased entitlement remain available.

A planned closure does not automatically entitle you to a refund.

If a closure prevents you from using paid credits before expiry or materially reduces the agreed service, we will offer an appropriate extension, adjustment, proportionate refund or other reasonable remedy.

We may temporarily close a studio or reduce its opening hours where reasonably necessary, including for maintenance, repairs, safety, operational requirements or circumstances outside our reasonable control.

We will provide reasonable notice of significant changes to opening hours where practicable.

Permanent closures and other material changes to the services provided are subject to the provisions of these terms and your statutory rights.

15. Sessions cancelled by us

If we or the instructor cancel a booked class or session, we will offer an alternative session, a refund or, where appropriate, account credit.

For a booking made using a membership or pack credit, we will restore that credit and extend its validity where reasonably necessary so you can use it.

You will not lose a session credit or incur a late cancellation or no-show charge because we cancelled the session.

16. Missed payments and arrears

If a payment is missed, any amount properly due remains payable.

We will contact you with details and ask you to resolve the balance.

An agreed minimum commitment continues unless it has been validly ended or varied.

We may temporarily suspend new bookings while an undisputed overdue balance remains unpaid, after notifying you.

We will act proportionately and explain the effect on your account. Suspension is not a right to impose unlimited further charges.

We may take reasonable steps to recover amounts properly due, in accordance with applicable law.

We will consider genuine disputes and agreed payment arrangements.

These terms do not make every remaining minimum-term instalment immediately payable or authorise disproportionate collection fees.

17. Price changes

We may review prices for future purchases.

A price change does not increase the price of a drop-in, block or monthly Direct Debit that has already been paid for.

If we increase an ongoing membership price, we will give at least 14 days' notice before it takes effect.

The increase applies only to future billing periods and will not be backdated.

If you do not wish to continue at the new price, you may cancel before it takes effect without a cancellation charge, including during an initial minimum commitment.

We will make that option clear in the notice and refund any prepaid amount covering the period after the agreed cancellation date.

If you continue after the new price takes effect following proper notice and an opportunity to cancel, the new price applies to future billing periods.

This alone does not give a retrospective right to undo earlier periods or recover payments for them. Your statutory rights remain unaffected.

18. Discounts, introductory offers and Guest Codes

Unless an offer expressly says otherwise, membership discount codes are introductory offers for customers purchasing their first Core & Flow membership.

Other offers are subject to the eligibility conditions stated before purchase.

Discount codes cannot be combined with another offer or discount unless expressly permitted.

Codes cannot be applied retrospectively to payments already taken.

If you join part-way through a month, an applicable first-period discount is applied to the pro-rated first payment unless the offer states otherwise.

Codes are for the person and purpose for which they were provided and must not be shared or used outside their eligibility conditions.

We may withdraw or invalidate an incorrectly used discount and contact you to discuss correction.

Any request for additional payment must reflect the disclosed offer conditions and your legal rights. We will not make an undisclosed retrospective charge.

A Guest Code may only be used by someone genuinely new to Core & Flow who has never attended a Core & Flow studio or purchased a Core & Flow class.

We may refuse a Guest Code if those conditions are not met.

Any further stated limits, validity dates and eligible sessions apply.

19. Payment information and privacy

You must keep your payment and contact details valid and ensure sufficient funds are available for scheduled payments.

Payment details are held and processed securely by our authorised booking and payment providers for membership administration, agreed payments and any lawful retention period.

We use personal information in accordance with our privacy notice, which explains how we handle booking, payment and health information, the providers involved, retention and your rights.

Accepting these terms does not provide blanket consent for unrelated marketing or unrestricted use of health information.

20. Personal belongings and liability

Please take care of personal belongings brought to our studios or events and avoid bringing unnecessary valuables.

We are not responsible for loss, theft or damage to personal belongings where this is not caused by our breach of contract, negligence or other failure for which we are legally responsible.

We are responsible for foreseeable loss or damage caused by our breach of these terms or our failure to use reasonable care and skill.

We do not exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited.

These principles apply to the facilities, equipment, instruction and activities for which we are responsible.

Being inside or outside our studio premises does not itself remove liability imposed by law.

Nothing in this agreement releases us, our directors, staff or instructors from a duty or liability that cannot lawfully be waived.

Lost property

If you find lost property at a Core & Flow studio, please hand it to a member of the Core & Flow team.

We may retain lost property for a reasonable period and may subsequently dispose of, donate or otherwise deal with unclaimed items.

21. Photography, filming and social media

We may wish to take photographs or videos at classes or events for marketing purposes.

We will ask for separate, optional permission before taking and using identifiable images of you for that purpose and explain the intended uses.

Booking or accepting these terms is not consent to photography or marketing use.

You can decline without affecting your access to classes and may withdraw consent for future use by contacting hello@coreandflow.com.

We will explain any practical limits on recalling material that has already been distributed.

Appropriate parent or guardian permission and the young person's agreement will be sought for identifiable images of minors.

Customers must obtain permission from the instructor or studio before filming or taking photographs during a class.

You must not deliberately capture other people without their permission.

If anyone else is captured accidentally, you should remove or obscure their identifiable image before sharing or distributing the content, including online or on social media.

You must stop filming or taking photographs if requested by a member of staff.

We do not consent to photography or filming by attendees for any commercial purpose. Express permission must be obtained before using our studios, classes or sessions for commercial filming or photography. Requests should be made to hello@coreandflow.com.

22. Young participants

Participants must be at least 15 years old, unless a class is expressly designed for younger clients.

Anyone under 18 must have prior written parent or guardian consent and provide an adult emergency contact.

A parent or guardian must make or authorise any purchase for a minor and agree to any applicable payment obligations.

A minor's signature alone is not treated as authority to enter a recurring payment commitment.

23. Respectful conduct and illness

Kindness and respect are expected towards instructors, staff and other clients.

Disruptive, abusive, threatening, discriminatory, unsafe or persistently unkind behaviour is not acceptable.

We may stop participation, refuse service or suspend or end access where reasonably necessary because of serious or repeated unacceptable behaviour.

Where appropriate, we will give a warning and an opportunity to put matters right. We may act immediately where safety or serious misconduct requires it and will normally explain the reason as soon as reasonably practicable.

Any refund or retention of payments will be assessed fairly against services supplied and reasonable losses.

Removal from a studio or termination of access does not automatically permit us to keep all unused payments or charge every future instalment.

These powers will be exercised consistently with our legal obligations, including equality law.

You must not create or maintain multiple accounts for yourself, or otherwise provide false or misleading information, for the purpose of accessing introductory offers, discounts, credits or other customer benefits more than once. 

Each customer may hold only one account unless we have agreed otherwise. Where we reasonably believe that multiple accounts have been created or used to obtain benefits improperly, we may block or suspend the relevant accounts and withdraw any associated offers, benefits and services.

Illness

Please do not attend a Core & Flow studio if you are unwell with a contagious illness, have tested positive for an infectious illness and may still be infectious, or have symptoms such as fever or an infectious cough.

Please cancel your booking promptly.

The cancellation policy applies, subject to exceptional circumstances and any legal rights. Please contact us if you need support.

24. Events outside our reasonable control

We may need to delay, change or cancel services because of circumstances beyond our reasonable control, including extreme weather, government restrictions, strikes, utility failures, building problems, public health emergencies or other events that we could not reasonably have prevented or anticipated.

We will inform affected clients as soon as reasonably practicable and take reasonable steps to reduce disruption.

We are not responsible for delay or failure to the extent caused by such events where the law permits that limitation.

This does not allow us to retain payment for services we cannot provide regardless of the circumstances.

We will offer an appropriate rearrangement, credit extension, pause, proportionate refund or cancellation, taking account of the service affected and your legal rights.

25. Statutory cancellation rights

Where a membership, open-dated class pack or other service is purchased online, by phone or away from our premises and statutory cancellation rights apply, you may cancel within 14 days beginning the day after the contract is made.

You may email hello@coreandflow.com, use the model cancellation form provided below, or send any other clear statement that you wish to cancel.

You do not have to use TeamUp or give a reason to exercise this right.

The statutory cooling-off right generally does not apply to a leisure activity booked for a specific date, such as a dated class, private session or course. Where that exception applies, the contractual cancellation rules above still apply. We will tell you before purchase if there is no statutory cancellation right.

If you want a service to start during a statutory cooling-off period, we will obtain your express request. If you then cancel, we may charge a proportionate amount for the service supplied up to cancellation only where the legal conditions for doing so have been met.

Starting to use a membership does not automatically remove the remaining cooling-off right.

For a service fully completed during that period, the cooling-off right is lost only if you expressly requested early performance and acknowledged beforehand that the right would end once the service was fully performed.

Where a statutory cancellation refund is due, we will refund it within 14 days of being told of your cancellation, using the original payment method unless you expressly agree otherwise, without a refund fee.

26. Complaints

We want every client to have a positive experience at Core & Flow.

If you have a complaint or concern about our services, a class, instructor, studio or your membership, please contact hello@coreandflow.com as soon as reasonably practicable.

Please provide your name and, where relevant, your booking or membership details so that we can investigate the issue properly.

We will consider complaints fairly and respond within a reasonable period.

Where appropriate, we may ask for further information to help us investigate the matter.

Nothing in this complaints process limits any statutory rights you may have.

27. Changes to terms and existing customers

These terms apply from the date you accept them for the relevant purchase or validly agree a change to an existing contract.

If you are an existing customer and do not accept proposed updated terms, the terms previously agreed continue to apply to that purchase unless a change is otherwise lawfully made.

We may update these terms for new purchases from time to time.

For existing purchases, we will communicate proposed changes clearly and will not retrospectively alter agreed rights or impose new charges merely by publishing a revised document.

In particular, new no-show charges will apply only once they have been clearly notified and validly incorporated into the relevant customer agreement. They will not be applied to missed classes that occurred before that point.

If a clause is found to be unenforceable, the remaining terms continue so far as they can lawfully operate.

Your statutory rights remain unaffected throughout.

28. Contact and acceptance

For questions, complaints, class feedback, payment queries or requests under these terms, contact:

CORE AND FLOW LTD
Barn 3 Whitby Road
Guisborough
England
TS14 6PU

Email: hello@coreandflow.com
Telephone: 07454 909 780

Please include your name and relevant booking or membership details so that we can investigate and respond.

By accepting this agreement, you confirm that you have read and understood the terms applicable to your purchase, including any minimum commitment, expiry date, cancellation rules and applicable no-show charges.

You confirm that the information you provide is accurate to the best of your knowledge.