CUSTOMER SUPPORT

Last updated: November 2025

Customer Support

This page provides official support channels for all enquiries related to bookings, payments, policies, merchandise, and Pure Eats food purchases. For general studio information, please refer to our main Contact Us page.

1. Support Email Contacts

General Enquiries
enquiries@thepilatesroom.com.my
(For bookings, session questions, Pilates-related enquiries)

Payments, Merchandise & Pure Eats Food
finance@thepilatesroom.com.my
(For payment issues, receipt requests, product questions, and food-related matters)

2. WhatsApp Support

WhatsApp (Primary Support Line):
018-400 2846

Available for:

Booking changes
Session cancellations
Payment confirmations
Urgent enquiries
Last-minute updates

3. Studio Address

The Pilates Room
109, Jalan Medang Serai
Bukit Bandaraya
59100 Bangsar
Kuala Lumpur
Malaysia

4. Support Hours

Monday – Sunday
9:00 AM – 9:00 PM
(By appointment only)

Enquiries received outside these hours will be responded to on the next working day.

5. Response Time

We aim to reply to all WhatsApp messages and emails within:

24 hours on weekdays
24–48 hours on weekends or peak periods

For urgent matters (such as same-day cancellations), please contact us via WhatsApp instead of email.

6. Support for Transactions

For assistance with:

Stripe payment issues
Duplicate or failed transactions
Technical payment errors
Online booking problems
Receipt confirmation

Please email finance@thepilatesroom.com.my with the following:

Full name
Proof of payment or screenshot
Date and time of transaction
Description of the issue

7. Support for Merchandise & Food Purchases

For merchandise returns, exchanges, or product concerns:
finance@thepilatesroom.com.my

For Pure Eats Sdn Bhd food purchased from our studio fridge:
finance@thepilatesroom.com.my
(Note: Food purchases are final and non-refundable due to perishability.)