Terms & conditions

Welcome to our Pilates studio! We're happy to have you here and want everyone to enjoy a safe, respectful, and uplifting experience. Please take a moment to read through our studio rules and terms. By booking or attending a class, you agree to follow these guidelines.

1. Credit system

Our studio operates on a credit-based booking system. Clients purchase class passes containing credits, which can then be used to book classes, duo sessions, or private sessions.

• Each class costs a set number of credits, which is always shown on the class before you book. Equipment-intensive and longer sessions cost more credits than a standard class. When you book, your soonest-expiring credits are used first.
• Every class can also be booked as a single drop-in at the listed DKK price, paid by card, without using credits.
• Credits can be purchased online in your client portal or directly at the studio.
• It is possible to buy custom-sized credit packages at the studio, but not online.
• Credits are non-refundable and expire after the validity period of the class pass, counted from the date of purchase. The validity is stated on each pass before you buy it and shown in your client portal. We email you a reminder before unused credits expire.
• New accounts may receive free welcome credits when the studio runs this offer. They are valid for the period stated at sign-up and have no cash value (see section 3).
• In special circumstances, we may offer flexibility regarding credit expiration. If the studio is temporarily closed, all affected credits will automatically have their expiration extended. If a client is unable to attend for an extended period due to illness, injury, or other serious reasons, it may be possible to extend the expiration date or, in very exceptional cases, issue a partial refund.
• Credits cannot be refunded if a client simply decides not to attend the studio anymore. In such cases, clients may either use their remaining credits before they expire or allow them to lapse.
• Credits cannot be shared, exchanged, or transferred between clients.
• Clients must always attend classes under their own name and booking.

Non-transferable bookings & enforcement. Bookings and credits are personal and non-transferable. If a person attends a class under another client's booking, the studio will void that booking and forfeit the credits used. Studio staff will ask the attendee to leave or to pay for the class as a walk-in. Repeated violations may result in suspension or permanent termination of accounts, without refund of credits.

You are welcome to book any class of any level, though we recommend choosing a level appropriate to your ability for the safest and most beneficial experience.

2. Payment policy

All prices are listed in DKK and include VAT. Payment is due at the time of purchase. Online payments are processed securely by our payment provider Revolut; we accept Mastercard, Visa, Apple Pay, Google Pay, and Revolut Pay. An invoice is emailed to you for every purchase and is always available in your client portal.

When you book a drop-in, your spot is held for 15 minutes while you complete the payment. If the payment is not completed in that time, the spot is released. Prices, class passes, and schedules are subject to change without prior notice; price changes never affect credits you have already bought. It is not possible to pay in cash at the studio.

3. Right of withdrawal

In accordance with the Danish Consumer Contracts Act, you have a 14-day right of withdrawal from the date of your purchase of a class pass or credit package. Before paying, you confirm that you accept these terms and have read this section.

• How to exercise: to withdraw, you must notify us via email at info@axispilates.dk within 14 days from the date of the purchase.
• Waiver of full refund: if you book or attend a class within the 14-day period, you expressly consent to the service beginning. In this case, the standard market value of any sessions used or booked (the class's current single drop-in price) will be deducted from your refund, regardless of any package discounts or promotional offers applied at the time of booking.
• Drop-ins: a drop-in is a booking for a class on a specific date, so the right of withdrawal does not apply (Consumer Contracts Act § 18(2)(12)). The cancellation policy applies instead.
• Promotional credits: any credits received as a welcome gift, sign-up bonus, referral reward, or promotional gift hold no cash value and are strictly non-refundable. In the event of a withdrawal, these credits are forfeited and cannot be used to offset the deduction of used services from the refundable cash balance.

4. Booking & cancellation policy

• Booking window: classes may be booked up to 14 days in advance.
• Booking limit: to ensure sufficient availability for all clients, you may hold a maximum of 5 active bookings at any given time. Waitlist places don't count towards this limit, but you can't join a waitlist while you're at the limit.
• Waitlist: when a class is full, you can join its waitlist free of charge. If a spot opens, the first person in the queue with enough credits is booked automatically, the credits are deducted, and you receive an email. If you don't have enough credits at that moment (or already hold the maximum number of bookings), you keep your place and are booked as soon as that changes, provided the spot is still free. You can leave a waitlist at any time in your client portal. Once booked from the waitlist, the normal cancellation policy applies.
• Standard cancellation: cancellations made at least 12 hours before the scheduled class start time are free of charge, and your credits will be fully reinstated to your account. A paid drop-in is reinstated as studio credit, valid for 45 days.
• Late cancellation: if you cancel your booking less than 12 hours before the class start time, a late cancellation fee of 2 credits applies. Your credits are reinstated minus the fee (a paid drop-in is reinstated as studio credit minus the fee). The fee is never more than the cost of the booking.
• Expired passes: credits are only reinstated while the pass they came from is still valid. If that pass has expired by the time you cancel, those credits are not returned (no late-cancellation fee is charged on top). Your client portal shows when this applies to a booking.
• No-show: if you do not attend a class without cancelling, the booking is forfeited and the credits or drop-in payment used for it are not returned.
• Bookings through partners: classes booked through ClassPass or Bruce follow that platform's booking and cancellation terms. Our house rules apply to everyone attending the studio.

5. Schedule changes

We reserve the right to make changes to class schedules, instructors, or class formats when necessary. Instructors may be confirmed close to the class. Substitutions or cancellations may occur without prior notice, though we will always do our best to inform clients in advance.

In the event that a class is cancelled by the studio, any credits used for that booking will be fully reinstated for all of the attendees (paid drop-ins are reinstated as studio credit), and you will be notified by email. If the pass the credits came from has expired in the meantime, they are reinstated as studio credit, valid for 45 days.

6. Arrival & lateness policy

Please arrive 10–15 minutes before your class begins. The changing area is limited, and we want everyone to be ready so classes can start on time.

For safety and class flow, clients arriving more than 20 minutes after the class start time may not be permitted to join and will forfeit the credits used.

Arriving late may result in missing part or all of the class, and no refunds or credit returns can be made for late arrivals.

7. Attire & hygiene

• Socks are required for all classes; bare feet are not allowed.
• We highly recommend grippy socks for equipment-based classes (Reformer, Cadillac, Chair, etc.) for your safety.
• Pilates socks are available for purchase at the studio if needed.
• Please wear clean, comfortable clothing suitable for movement.
• Bringing your own towel is encouraged but not mandatory.
• The studio provides all essential equipment and cleaning materials to maintain a comfortable and hygienic space for everyone.

8. Facilities

• The shower is not available for use, as it is located in the only bathroom available for all clients. To ensure access for all, please refrain from using the shower facilities.
• The toilet is available for client use before, during, and after classes.
• The consumption of food is strictly prohibited in the studio. Drinks are only permitted in closed containers, and clients are responsible for ensuring that no spills or damage occur.
• Please respect the shared space and keep it tidy for the next person.

9. Health & liability

Participation in Pilates is at your own risk. While our instructors will guide and adapt exercises to suit your needs, you are ultimately responsible for your own body and wellbeing.

By attending classes, you acknowledge that:

• You are physically able to participate in Pilates exercises.
• The studio and its instructors are not liable for any injuries, medical conditions, or adverse effects that may occur before, during, or after your class.
• Please inform your instructor of any injuries, pain, or conditions before the class starts.

10. Online classes

For any virtual or online classes, clients are responsible for ensuring they have a safe workout space and a stable internet connection. The same booking and cancellation rules apply to online sessions. The studio is not responsible for technical issues on the client's side that prevent participation.

11. Respect & conduct

We maintain a strict no-harassment policy. Any form of harassment, whether physical, verbal, or emotional, will not be tolerated. We reserve the right to permanently ban any individual who engages in inappropriate, aggressive, or harmful behavior toward instructors, clients, or staff. In such cases, no refunds or credit returns will be issued. Our goal is to ensure the studio remains a safe, inclusive, and positive space for everyone.

12. Respect for the studio

As the studio is part of our home, please treat it with care and respect. Any intentional damage, theft, or destruction of property will result in permanent suspension from the studio without refund. We appreciate your cooperation in keeping the space beautiful and welcoming for all.

13. Phone & noise policy

Please keep phones on silent and avoid loud conversations in the studio area. We aim to maintain a calm, focused environment where everyone can relax and concentrate.

14. Pets

For hygiene and safety reasons, pets are not allowed in the studio area unless explicitly approved by staff.

15. Personal belongings

The studio cannot be held responsible for lost, stolen, or damaged personal items. Please keep valuables with you at all times or leave them at home.

16. Privacy

We respect your privacy. Your personal data (contact details, bookings, purchase history, etc.) is used solely for booking, communication, and administrative purposes. It is never sold, and it is only shared with the service providers we need to run the studio, such as our payment provider (Revolut) and our email provider, or where required by law. We only send you our newsletter if you have signed up for it, and you can change your email preferences at any time in your client portal. Read how we use cookies in our cookie policy.

17. Sign-in & Google user data

You can sign in with a one-time link sent to your email, or with your Google account (Google Sign-In, using Google OAuth). We never ask for or store a password.

• Data collected: when you log in using your Google account, we access your basic profile information, specifically your name and email address.
• Purpose and use: this data is used solely to create your local user account, verify your identity, and personalize your profile on our platform. We do not use this data for marketing purposes without your explicit consent.
• Storage and retention: your name and email address are stored securely within our user database for as long as your account remains active. We do not store your Google password nor any additional data from Google.
• Data sharing: we do not share, sell, or distribute your Google user data with any third-party services, except as strictly necessary if required by law.

If you sign in with Facebook, the same applies to the name and email address we receive from Facebook.

18. Updates to terms

These terms may be updated from time to time. The most recent version will always be available at the studio and on this page. Continued use of our services implies acceptance of the updated terms.

19. Enforcement of house rules

The studio reserves the right to take appropriate action if these terms or house rules are breached. Depending on the severity or repetition of the violation, this may include a verbal warning, temporary suspension, or permanent account termination without refund of credits.

Shop

1. Right of withdrawal (14 days)

You have 14 calendar days from the day you (or a designated third party) receive your order to notify us that you wish to cancel and return your purchase. To exercise your right of withdrawal, please notify us at info@axispilates.dk with your order number and clear intent to return the item(s).

2. Conditions for returns

To be eligible for a full refund, your item must meet the following criteria:

• It must be returned within 14 days after notifying us of your withdrawal.
• Items must be in original, unused, and undamaged condition.
• Socks and clothing must have original tags attached and be free of pet hair, scent, or signs of wear (trying on clothing inside is permitted, but items worn during a workout cannot be returned for hygiene reasons).

3. Return shipping

• Return shipping costs: unless the item is defective or we sent the wrong item, you are responsible for paying the direct cost of shipping the item back to us.
• We recommend using a trackable shipping service, as we cannot issue refunds for items lost in transit.
• Return packages must be shipped directly to our address (not to a parcel shop/package locker):

Axis Pilates Studios ApS
Robert Jacobsens Vej 44E
2300 København S

4. Refunds & processing

Once we receive and inspect your returned item, we will notify you of the status of your refund:

• If approved, your refund will be processed back to your original payment method within 14 days of receiving your return notification (we may withhold payment until we have received the returned goods or proof of return).
• Original shipping costs: if you cancel and return your entire order, we will refund the standard shipping fee you paid when placing the order. If you only return part of an order, original shipping costs are not refunded.

5. Damaged or defective items (reklamationsret)

Under the Danish Sale of Goods Act (Købeloven), you have a 24-month warranty period for defective products. If your socks or clothing arrive defective, damaged, or suffer from manufacturing faults, please contact us immediately at info@axispilates.dk with your order number and photos of the defect. If approved, we will cover the return shipping costs and provide a replacement or full refund.

Questions?

If you have any questions about our policy or need assistance with a return, please reach out to us at info@axispilates.dk.

Axis Pilates Studios ApS · CVR 45652971 · Robert Jacobsens Vej 44E, 2300 København S, Denmark