THE PILATES ROOM — RETURNS & REFUNDS POLICY

Last updated: November 2025

This Returns & Refunds Policy explains how refunds, cancellations, and product returns are handled at The Pilates Room (“we”, “our”, “us”).
Our policy covers three categories:

1. Pilates services, sessions, and packages

2. Pure Eats Sdn Bhd health food sold in our studio

3. Physical merchandise

By purchasing from The Pilates Room, you agree to the terms set out below.

1. Refund Policy for Pilates Services (Sessions & Packages)

This section applies to all service-based purchases, including:

• Single sessions

• Packages

• Duet sessions

• Intro packs

• Promotions

• Workshops or events

• Online purchases via Stripe, FPX, or GrabPay

• In-studio cash or bank transfer payments

1.1 All Pilates Service Purchases Are Non-Refundable

All Pilates sessions and packages are final and non-refundable.

We do not issue refunds for:

• Unused sessions

• Missed or late-cancelled sessions

• Change of mind

• Scheduling conflicts

• Personal reasons

• Unsatisfactory experience

• Package expiry

1.2 Session Validity

Each package has a clearly stated validity period.
Expired sessions cannot be refunded, extended, reinstated, or transferred unless approved under medical exemption.

1.3 Transfers

While non-refundable, packages may be transferred to another individual:

• Only upon written request

• Only once per package

• Subject to management approval

• Remaining sessions transferred as-is

1.4 Medical Exemptions

If you cannot continue due to a medical condition, you may request:

• Validity extension

  
  or

• Transfer to another person

A valid medical certificate is required.
Refunds are not provided under medical grounds.

1.5 Duplicate Payments or Technical Errors

Refunds may be issued for:

• Duplicate transactions

• Accidental double booking

• System billing errors

Stripe processing fees (3% + RM 1) are non-refundable as they are charged by Stripe.

2. Refund & Return Policy for Pure Eats Sdn Bhd Health Food

This section applies to ready-to-eat or pre-packaged health food sold from The Pilates Room fridge.

2.1 All Food Purchases Are Final

Due to the perishable nature of food products:

• All Pure Eats food sales are final.

• No returns, refunds, or exchanges are allowed.

• Change of mind is not accepted.

• Items that expire due to delayed consumption cannot be refunded.

• Taste preference, dietary concerns, or dissatisfaction cannot be refunded.

2.2 No Returns for Perishable Goods

We do not accept returns for:

• Chilled items

• Ready-to-eat meals

• Fresh beverages

• Healthy snacks

• Nutrition packs

• Any product requiring refrigeration

This follows standard Malaysian food-safety guidelines.

2.3 Storage Responsibility

Once a food item leaves The Pilates Room:

• Full responsibility transfers to the customer

• We are not liable for spoilage or improper storage

• No refund or replacement will be given once the item is taken off our premises

2.4 Defective or Unsafe Products

A replacement or refund may be provided only if:

• The defect is discovered immediately at the studio

• The product has not left the fridge area

• The item is still sealed and unopened

• Evidence (photo/video) is provided on the spot

No refund will be issued if the product has left the studio.

3. Refund & Return Policy for Physical Merchandise

This section applies to non-food items such as:

• Apparel

• Caps

• Bottles

• Accessories

• Merchandise sold online or in-studio

3.1 Order Cancellation Window

You may cancel a merchandise order within 30 days from the date you received the goods.

Cancellation must be submitted in writing to:
finance@thepilatesroom.com.my

3.2 Conditions for Returns

To be eligible for a merchandise return:

• Item must be purchased within the last 30 days

• Item must be unused

• Item must be in its original packaging

• Item must be in sellable condition

• Proof of purchase must be provided

3.3 Items Not Eligible for Return

Returns are not accepted for:

• Personalized or custom-made items

• Items unsealed after delivery for hygiene reasons

• Items that degrade quickly

• Items inseparably mixed with other goods after delivery

We reserve the right to refuse items that do not meet these conditions.

4. Returning Merchandise

4.1 Return Shipping

You are responsible for the cost and risk of returning merchandise.

Return address:

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

We recommend insured and trackable shipping.
We are not responsible for lost or damaged return shipments.

4.2 Refund Timeline

Once the item is received and inspected, we will process a refund within 30 days, using the same payment method used originally.

Stripe processing fees (3% + RM 1) will not be refunded, as these are non-recoverable.

5. Gifts

If merchandise was purchased as a gift:

• If shipped directly to you, you may receive a gift credit of equivalent value

• If shipped to the gift giver, the refund will be issued to the gift giver

6. How to Contact Us

For service and package refund matters:
enquiries@thepilatesroom.com.my

For merchandise or Pure Eats food matters:
finance@thepilatesroom.com.my

WhatsApp:
018-400 2846

Website:
https://thepilatesroom.com.my