POLESTAR PILATES AUSTRALIA — TERMS OF SERVICE (TERMS & CONDITIONS)

Polestar Pilates Australia (ABN 56 103 530 507) (we, us, our) provides Pilates classes, studio sessions, memberships, physiotherapy services, infrared sauna sessions, massage therapies and related services at
Level 1, 32 Cross St,
Brookvale NSW 2100
and via our online booking platforms.
Last updated: 07 October 2026

By purchasing, booking, attending or otherwise using our services, you agree to these Terms. Please also see our Privacy Policy for information about how we collect, use and protect your personal information.

TERMS OF SERVICE (TERMS & CONDITIONS)

1. DEFINITIONS & INTERPRETATION

Services: Any class, session, pack, membership, physiotherapy appointment, sauna, massage, workshop, retail item (if any), or other service we provide.
Booking System: Our booking/payment platform(s), including Mindbody (and any replacement platform we use).
Pack: A multi-session purchase (for example 10 Class Pack).
Membership: A recurring subscription plan (for example Shining Star, Shooting Star, Rock Star).
Session: Any booked appointment or class (group, private, semi-private, physio, sauna, massage).
Personal Information: Has the meaning given in the Privacy Act 1988 (Cth), and includes “Sensitive Information”.
Sensitive Information: Includes health information.

These Terms form part of the contract between you and us when you purchase, book, or otherwise agree to receive Services. Where a specific Membership Agreement applies and deals with the same subject as these Terms, the Membership Agreement applies to the extent of any inconsistency because it describes your specific membership. For all other matters, these Terms apply. Advertising, website copy, Booking System descriptions and other promotional material do not override these Terms or an applicable Membership Agreement unless we expressly state otherwise in writing.

3. AGE REQUIREMENTS

Minimum age is 16 years for general participation. We may require written parent/guardian consent for clients under 18.
Participants aged 12–15 may only attend approved sessions/programs, require written parent/guardian consent, and must be accompanied by an adult guardian unless we confirm otherwise in writing.

4. HEALTH AND SAFETY ACKNOWLEDGEMENTS

You agree that:

Exercise, sauna use, and physical therapies carry inherent risks.
You are responsible for ensuring you are medically fit and for obtaining medical clearance where appropriate.
You must disclose relevant injuries, medical conditions, pregnancy, and any changes to health status.
Instructors (other than qualified physiotherapists during physiotherapy services) do not provide medical advice.

5. RISK WARNING, ASSUMPTION OF INHERENT RISK AND LIMITATION OF LIABILITY

IMPORTANT RISK WARNING: Participation in Pilates, exercise, infrared sauna use and other physical or wellness Services involves inherent risks, including strains, sprains, falls, aggravation of existing conditions, dizziness, dehydration and, in rare cases, serious injury. Some of these risks may arise even when reasonable care is taken. By participating, you acknowledge and voluntarily accept the inherent risks that are ordinarily associated with the relevant Service.

Assumption of inherent risk: You voluntarily participate in the Services and acknowledge the inherent risks ordinarily associated with the relevant activity. You are responsible for following reasonable staff instructions, using equipment as directed, and informing us of relevant health conditions or changes. This acknowledgement of inherent risk does not exclude or limit liability where liability cannot lawfully be excluded or limited.
Limitation of liability: To the maximum extent permitted by law, our liability is limited only to the extent that it may lawfully be limited. Nothing in these Terms excludes, restricts or modifies any liability, consumer guarantee, right or remedy where doing so would be unlawful, including any liability arising from negligence that cannot lawfully be excluded or limited. We do not exclude liability for fraud or wilful misconduct.
No responsibility for personal property: To the extent permitted by law, we are not responsible for loss, theft, or damage to personal property brought to the studio.
No guarantee of results: We do not guarantee any specific outcomes or fitness/health results.
Physiotherapy: Where you purchase physiotherapy services, you acknowledge they are delivered by appropriately qualified practitioners and may be subject to additional professional obligations that cannot be excluded.

Australian Consumer Law: Your rights under the Australian Consumer Law cannot be excluded. Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

6. FEES, PRICING AND GST

Prices are in AUD and include GST where applicable.
Physiotherapy services may be GST-exempt where applicable by law.
We may change prices prospectively. For existing Memberships, any price change is subject to the specific notice and cancellation rights in section 8.

7. PURCHASE POLICY (payments, validity, transfers, expiry)

7.1 Payments

Most Services must be pre-paid prior to attendance unless we agree otherwise.
We accept payment methods offered via the Booking System (including Visa and Mastercard, and any additional methods displayed at checkout).

7.2 Packs and expiry

Pack expiry periods will be clearly disclosed before purchase and shown in the Booking System or applicable offer. Unless otherwise stated before purchase, pack validity is:

Single class: 30 days from purchase
10 pack / 15 pack / 25 pack: 6 months from purchase

7.3 Studio session packs

New clients may be required to begin with an assessment/intro private program (for example 3 private sessions) before progressing to semi-private sessions, at our discretion.
5 and 10 packs are valid for 3 months from the date of your first session, unless otherwise stated.

7.4 Sauna packs

Sauna packs are sold as individual or double sessions.
5 and 10 packs are valid for 3 months from the date of your first sauna session, unless otherwise stated.

7.5 Non-transferability

Packs, memberships, and promotional offers are not transferable to another person unless we agree otherwise in writing.
Any attempted resale or transfer without permission may result in cancellation without refund (subject to Australian Consumer Law).

7.6 Extensions (illness/injury)

Extensions are not guaranteed.
We may allow an extension for illness or injury where you provide a medical certificate and request the extension before expiry.
Medical extensions are discretionary and are not guaranteed. If an extension is approved, the duration and any conditions applying to the extension will be confirmed to you in writing.

7.7 Suspensions / freezes

Packs and Memberships may be suspended in limited circumstances (for example injury, illness or travel). Suspension requests are considered on a case-by-case basis, taking into account the reason for the request and the circumstances of the Pack or Membership. Approval is not automatic.
You must request suspension in writing via email to studio@polestarpilates.com.au before the suspension starts.
Unless we confirm otherwise in writing:
– Minimum suspension period: 7 days
– Maximum suspension period: 4 weeks per 12-month period
– Suspension does not apply retrospectively.
– No administration fee applies to an approved suspension.
For Memberships, an approved suspension pauses scheduled membership debits and extends the minimum term and end date by the length of the suspension. We may refuse a suspension request if it is unreasonable or if your account is overdue.

8. MEMBERSHIPS (auto-debit, minimum term, failed payments)

Our current Membership types are:
– Shining Star: 2 classes per week
– Shooting Star: 3 classes per week
– Rock Star: unlimited classes per week
Minimum term: The minimum Membership commitment for Shining Star, Shooting Star and Rock Star is 12 weeks (6 fortnightly payments).
Membership price and total minimum cost: Before purchase, we will disclose the applicable fortnightly Membership fee and the total minimum amount payable over the 12-week minimum term. The total minimum cost is the applicable fortnightly fee multiplied by 6 payments.
Direct debit authority: By purchasing an auto-debit Membership and providing your payment details, you authorise Polestar Pilates Australia and its payment provider to debit the disclosed Membership fees from your nominated payment method on the agreed fortnightly schedule, subject to the applicable Direct Debit Request and Direct Debit Request Service Agreement or equivalent payment authority presented to you at sign-up.
Debit schedule: Membership fees are automatically debited fortnightly from your nominated payment method in accordance with the authority provided at sign-up.
Failed payments: If a Membership payment fails, we may re-attempt the payment. We do not charge an administration fee for a failed payment. We will provide reasonable information about any outstanding amount and how it can be paid.
Repeated failed payments may result in suspension of bookings until the account is brought up to date. If you believe a debit is incorrect, please contact us promptly so that we can investigate the payment dispute. This does not limit any rights you may have through your financial institution or under applicable law.
Cancellation / termination: To cancel a Membership, contact us by phone on 02 9091 9400 or email studio@polestarpilates.com.au. Unless you have a legal right to terminate earlier, cancellation cannot take effect before the end of the applicable minimum term.
- You may give notice of cancellation at any time during the minimum term. If you give notice during the minimum term and ask for your Membership to end at the conclusion of the minimum term, it will end at the end of that minimum term and you will not be required to give any additional notice after the minimum term ends.
- After the 12-week minimum term, your Membership continues on a rolling fortnightly basis until you cancel it. To cancel, give at least 14 days’ notice. Your Membership remains active until the 14-day notice period and any fortnightly period already paid for have both ended.
- To cancel, contact us by phone on 02 9091 9400 or email studio@polestarpilates.com.au. We will confirm your cancellation and the date your Membership will end in writing. If less than 14 days’ notice is given before a scheduled debit, that debit may be processed and your Membership will remain active until the end of the period it covers. If a fortnightly payment has already been processed, your Membership remains active until the end of that paid period and then ends. There is no further lock-in. Any termination, refund or other remedy available under the Australian Consumer Law or another applicable law remains unaffected.
- Membership price changes: Your Membership fee will not increase during the 12-week minimum term. After the minimum term, we may change the fee applying to your rolling Membership by giving you at least 30 days’ written notice. If you do not wish to continue at the new price, you may cancel your Membership before the price increase takes effect. The increased price will not be charged if your Membership ends before the increase takes effect. Price changes do not apply retrospectively.
A fortnightly Membership payment is not refundable merely because you choose to cancel after that paid Membership period has commenced. If you cancel during a paid fortnightly period, your Membership remains active until the end of that paid period and then ends. This does not affect any refund, cancellation right or other remedy available under the Australian Consumer Law or another applicable law.

9. CANCELLATION POLICY (late cancel, no-show)

You are responsible for managing and cancelling your bookings. The cancellation windows and consequences below must be disclosed before purchase and do not limit any rights or remedies you have under the Australian Consumer Law.

9.1 Group classes

Minimum notice: 12 hours prior to start time.
Late cancellation/no-show: the session is forfeited (credit used, where applicable). For unlimited Memberships, late cancellations and no-shows may be recorded against the member’s account and dealt with in accordance with the applicable Membership Agreement.

9.2 Studio sessions and physiotherapy

Minimum notice: 24 hours prior to start time.
Late cancellation/no-show: the session is forfeited (or charged where applicable).

9.3 How to cancel

Cancel via the Booking System (for example Mindbody) using the same method used to book, or
Contact us on 02 9091 9400 or studio@polestarpilates.com.au.

9.4 We may cancel or change sessions

We may cancel, reschedule, substitute instructors, or modify class formats where reasonably required (for example illness, safety, low attendance, or operational issues).
For group classes, where a minimum number is required, we will aim to notify you at least 2 hours prior.
If we cancel a session, you will not be charged for that session and the session credit will be returned to your account or rescheduled.

10. RETURN / REFUND POLICY (Australian Consumer Law compliant)

10.1 No change-of-mind refunds

To the maximum extent permitted by law, we do not provide refunds for change of mind, including where:

you decide not to attend,
you purchased the wrong item,
you do not use sessions before expiry.

10.2 General refund position (subject to law)

We generally do not provide refunds for unused Packs, Memberships or promotional offers merely because you change your mind. However, this policy does not apply where you are entitled to a refund or other remedy under the Australian Consumer Law or another applicable law, or where we otherwise agree in writing.

10.3 Consumer guarantees

Nothing in these Terms limits your rights under the Australian Consumer Law. Where the consumer guarantees apply, you may be entitled to a remedy such as a refund, resupply, or compensation.

10.4 Chargebacks and payment disputes

If you initiate a chargeback or payment dispute without first contacting us to resolve the issue, we may suspend your account while the dispute is investigated. We may recover reasonable costs incurred in responding to improper chargebacks, to the extent permitted by law.

11. INFRARED SAUNA — ADDITIONAL SAFETY ACKNOWLEDGEMENT

Infrared sauna use may not be suitable for all clients. You acknowledge and agree that:

You are responsible for assessing whether sauna use is appropriate for your health circumstances.
You must inform us prior to sauna use if you are pregnant, have a cardiovascular condition, low/high blood pressure, heat sensitivity, are taking medication that affects heat tolerance, or have any condition that may increase risk during sauna exposure.
You must follow staff instructions, including session duration guidance, hydration guidance, and stopping immediately if you feel unwell.
You should not use the sauna under the influence of alcohol or recreational drugs.
You accept that sauna use carries risks including dehydration, dizziness, fainting, and heat-related illness.

12. CONDUCT

You agree to behave respectfully toward staff and other clients. We may suspend or terminate access (including future bookings) where there is unsafe, abusive, or inappropriate conduct, or repeated breaches of these Terms.

13. FORCE MAJEURE

We are not liable for delays, cancellations, or failure to provide Services where caused by events outside our reasonable control (including natural disasters, power outages, pandemics/public health orders, facility damage, or supplier/platform outages). Where possible, we will provide alternative arrangements or credits consistent with Australian Consumer Law.

14. CHANGES TO THESE TERMS

We may update these Terms from time to time. The latest version will be published on our website. Where a change materially affects an existing Membership or other ongoing arrangement, we will give reasonable advance notice where required by law and will not apply the change retrospectively to remove accrued rights. Other updates apply from the date published (or a later effective date stated).

15. DISPUTE RESOLUTION

If a dispute arises, please contact us first and provide reasonable details of the issue. We will attempt in good faith to resolve the dispute directly with you within a reasonable timeframe. If it is not resolved, either party may pursue any complaint, mediation, tribunal or court process available by law. This clause does not limit your rights under the Australian Consumer Law.

16. GOVERNING LAW

These Terms are governed by the laws of New South Wales, Australia, and you submit to the non-exclusive jurisdiction of NSW courts.

17. GENERAL LEGAL TERMS

Severability: If any part of these Terms is unenforceable, it is severed and the remainder continues.
Entire agreement: These Terms constitute the entire agreement between you and us regarding the Services, except where a specific written agreement applies.
No waiver: A failure to enforce a right is not a waiver of that right.

18. CONTACT

Polestar Pilates Australia (ABN 56 103 530 507)
Level 1, 32 Cross St, Brookvale NSW 2100
Phone: 02 9091 9400
Email: studio@polestarpilates.com.au