Refund & Cancellation Policy

At Nelo Wellness, we value your commitment to your health and wellness. We also recognise that schedules can change, so we’ve designed this Refund Policy to be fair and transparent.

• All class purchases are non-refundable.
• Class passes cannot be transferred to another person unless with prior written approval from studio management and only under extenuating circumstances.
• Expired passes cannot be extended unless otherwise stated at purchase.

• Membership fees are non-refundable once payment has been processed.
• Members may pause or suspend their membership for medical reasons with at least 7 days’ written notice, for up to 2 months in any 12-month period.
• Cancellations must be requested in writing after the minimum subscription period and before the next billing cycle to avoid future charges.

• Private sessions must be paid for in advance to secure your booking.
• Sessions cancelled with at least 24 hours’ notice may be rescheduled without penalty.
• Sessions cancelled with less than 24 hours’ notice will be charged in full.

• Packages of private sessions must be used within the validity period specified at purchase.
• Unused sessions are non-refundable and non-transferable unless approved by studio management under extenuating circumstances.
• Expired sessions cannot be extended unless otherwise agreed at the time of purchase.
• If a package is partially used, refunds are not available; however, the remaining sessions may be rescheduled within the validity period.

• Full refunds are available for cancellations made 14 days before the start date.
• Cancellations made within 14 days of the event are non-refundable but may be transferred to another participant.
• If the studio cancels or reschedules an event, participants will be offered either a full refund or the option to transfer to a new date.

• To keep classes running smoothly, we operate a 24-hour cancellation policy.
• If you cancel less than 24 hours before class or fail to attend, the class credit will be forfeited.
• Exceptions may be made for emergencies at the studio’s discretion.

All approved refunds (where applicable) will be issued to the original payment method within 10 business days.

We want you to get the most out of your Pilates experience. If you are dissatisfied with a class or service, please contact us at hello@nelowellness.co.uk. We’ll do our best to find a solution, whether that’s rescheduling, credit, or additional support.