Terms and Conditions
Jump to: About · A – Everyone · B – Offers · C – Packs & drop-ins · D – Memberships · E – Booking & cancelling · F – Gift cards & legal · Cancellation form
About these terms
These terms cover everything you can buy from Well Flexed: intro offers, seasonal promos and student offers, class packs, drop-ins, the Monthly and Annual Unlimited memberships and gift cards. Part A applies to everyone. Parts B to D cover each product, Part E sets out the booking and cancellation rules, and Part F covers complaints, changes and the legal basics.
| Business | Well Flexed Limited, trading as Well Flexed |
| Company number | 16413815 |
| Registered office | 4A Denmark Place, Bristol, England, BS7 8NW |
| Contact | hello@wellflexed.com |
| Effective from | November 2026 |
The terms for the product you buy are also shown at checkout. Nothing in these terms affects your statutory rights under UK consumer law.
Part A – Terms for everyone
We may make reasonable changes to the timetable, teachers, session format or facilities when we need to. Where a change materially affects the services included in your membership, we will give you reasonable notice wherever possible. If we are unable to provide a material part of the service you purchased, you may be entitled to an appropriate refund or cancellation without penalty.
A2. Illness and emergencies
If illness, an emergency or another exceptional circumstance affects a booking, please contact us. We will consider each request fairly and individually.
A3. Your safety and conduct
Everyone using Well Flexed must:
- follow reasonable safety instructions and staff directions
- use the facilities and equipment responsibly
- treat staff, practitioners and other customers with respect
- tell us about relevant injuries, medical conditions or pregnancy
- check with a doctor if unsure whether a class or Recovery session is right for them
Physical activity, heat and cold carry some risk. Hot yoga and movement classes, strength classes with weights, traditional and infrared saunas, cold-water immersion, red light therapy and PEMF all place demands on your body, and some risks are part of the activity even when everyone takes care. We are responsible for providing reasonably safe facilities and equipment, keeping them properly maintained, and making sure our teachers give suitable instruction. You are responsible for following safety instructions and guidance on session times and temperatures, using equipment as shown, and telling us about any health condition, injury, medication or pregnancy that may affect you, including on our health declaration. Asking you to do these things does not reduce or transfer our own legal responsibilities to you.
Our classes and Recovery sessions are not a substitute for medical advice. We may suspend access immediately where we need to keep people safe, for example because of dangerous behaviour or abuse of staff or customers. For other misconduct, misuse of the facilities or persistent non-payment, we will normally warn you first and give reasonable notice before suspending or ending your membership, and we will explain why. If we end your membership, we will refund any prepaid period you can no longer use, unless we ended it because of serious misconduct, in which case we may keep a reasonable amount to cover any loss it caused us.
Nothing in these terms limits our liability where that would be unlawful, including for death or personal injury caused by our negligence.
A4. Age
Well Flexed is for people aged 18 and over. This applies to all classes, Recovery sessions and facilities, including the saunas and ice baths, and to guests. We may ask for proof of age.
A5. Your belongings
Where lockers are provided, they are for your convenience. You use them, and leave belongings anywhere in the studio, at your own risk. We are not responsible for loss of or damage to your belongings unless it is caused by our negligence. Please leave valuables at home where you can. Lost property is kept for 30 days and then donated or disposed of.
A6. Photos and filming
We sometimes take photos or short videos in the studio for our website, social media and marketing. We will only use images in which you can be identified if you have given us your permission, which we ask for separately (for example at checkout or in writing). You can withdraw your permission at any time by emailing hello@wellflexed.com: we will stop using those images in anything new and remove them from our own channels where we reasonably can. Saying no has no effect on your bookings, and you can attend classes and sessions as normal. Our privacy policy explains how we handle images of you. Please don't photograph or film other customers or staff without their permission, and never use a phone or camera in the saunas, ice bath or changing areas.
A7. Your personal data
We use your personal information to manage your bookings, memberships and payments, and to keep you safe in the studio. This includes health information you give us, such as injuries, medical conditions or pregnancy, which we use only to keep you safe and handle with extra care. Our privacy policy explains how we collect, use and protect your information, who can see it and how long we keep it: wellflexed.com/privacy-and-gdpr.
Our offers are fixed-term ways to try Well Flexed, or to join for a set period at a special price. There are three: the 1-month intro offer, seasonal promos and student offers. The rules below apply to all three, and the table shows where they differ.
- What's included: unlimited access to scheduled Movement classes and Well Recovered sessions, subject to availability and booking ahead. Events, special events, workshops, private recovery sessions and treatments are not included.
- When it starts: on the date of purchase, unless a different start date is arranged directly with the studio.
- When it ends: automatically, at the end of the period. There is no automatic renewal, no further payment and no obligation to buy anything else. To keep coming, you can buy a membership, a pack or, if you're eligible, another promo.
- Bookings: cancel at least 6 hours before a class, or 12 hours before a Recovery session. Each late cancellation or no-show costs £5, unless you email hello@wellflexed.com about exceptional circumstances such as illness or an emergency (see E1).
- Cooling-off: see D4.
- Personal to you: an offer can't be shared or transferred.
| 1-month intro offer | Seasonal promo | Student offer |
|---|
| Who can buy it | New customers only, once per person | Anyone, while the promotion is running | Students. We may ask to see a valid student ID |
| Buying again | No, it's a one-off | Yes, whenever a promotion is running | Yes, while you're a student |
| How long it lasts | One month | The period stated at checkout | The period stated at checkout |
| Payment | One payment | Paid upfront, or in monthly instalments as shown at checkout | Paid upfront, or in monthly instalments as shown at checkout |
| Cancelling early | After the cooling-off period, it is not refundable, except where the law requires | The full period is a minimum commitment (see below) | The full period is a minimum commitment (see below) |
Seasonal promos and student offers – payment and minimum term: instalments are collected automatically from the payment method on your Momence account, and by choosing them you agree to pay all of them. The full period is a minimum commitment: after the cooling-off period, you can't cancel early, get a refund for the unused period or stop the remaining instalments, except in exceptional circumstances (such as those listed in D5) or where the law requires. We consider each request individually and may ask for reasonable evidence.
Repeat intro purchases: if we reasonably believe someone has bought, or tried to buy, more than one intro offer using different email addresses or accounts, we may end the offer straight away without a refund, subject to consumer law.
Part C – Class packs and drop-ins
Packs and drop-ins are pay-as-you-go credits for Movement classes and Recovery sessions. Each credit books one class or session.
| 5, 10 or 20-class pack | Drop-in |
|---|
| Credits | 5, 10 or 20 | 1 |
| Valid for | 5 and 10-class packs: 3 months from purchase. 20-class packs: 6 months from purchase. Unless checkout shows a different period. | 3 months from purchase |
| Cancel at least | 6 hours before a class, 12 hours before a Recovery session | 6 hours before a class, 12 hours before a Recovery session |
| Late cancellation or no-show | You lose the credit (no fee) | You lose the credit (no fee) |
- The expiry date is shown before you buy. Credits not used by then expire.
- Credits are personal to the buyer. They cannot normally be transferred, extended or exchanged for cash.
- Drop-ins are not refundable, except where the law requires.
- Your statutory cooling-off and refund rights are not affected.
Part D – Unlimited memberships (Monthly and Annual)
Monthly Unlimited is paid monthly, has a 3-month minimum term (three monthly billing cycles), then rolls monthly until you give 30 days' notice. If you were already a member before these terms started, every time period in these terms – your minimum term, when you can pause and, for Annual members, your 12 months – counts from the date you first joined, not the date you accepted these terms or were moved to an updated membership.
D1. What's included
- Eligible scheduled Movement classes and Well Recovered sessions, subject to availability and booking ahead.
- Guest passes: 2 per membership month, with each month counted from your start date. Monthly members receive them automatically at each renewal. Annual members can bring up to 2 guests in each membership month: tell us your guest's name and email and we will set them up with a free pass in their own name. Your guest can be anyone, and must book ahead and follow these terms while at the studio. Unused passes do not carry over to the next month.
- Not included: events and special events, workshops, courses, private recovery sessions, treatments, retail products and other separately priced services. Monthly and Annual members get a discount on events and special events, shown when you book.
- The membership is personal to you and cannot be shared or transferred without our written agreement.
D2. Price and payment
- The current monthly price is shown at checkout. It is collected automatically from the payment method on your Momence account.
- Your start date, payment date and next renewal date are shown at checkout and in your Momence account.
D3. Minimum term and cancelling
Monthly memberships have a 3-month minimum (three monthly payments). You can tell us you want to cancel at any time, including during your first 3 months. Your membership ends 30 days after you tell us, but not before your 3 months are up. If you paused during your first 3 months, they are extended by the length of the pause. For example:
| If your membership started | And you give notice on | It ends on |
|---|
| 1 January | 10 February | 1 April (end of the minimum term) |
| 1 January | 20 March | 19 April (30 days' notice) |
| 1 January, and paused for 2 weeks in February | 1 March | 15 April (the 3 months, extended by the 2-week pause) |
- How to give notice: just email hello@wellflexed.com, or cancel in Momence where that option is available. You don't need to give a reason or fill in a form. We will confirm your end date in writing.
- You can keep using your membership until that date.
- A payment due before your end date may still be taken. If it covers time after your end date, we will refund the unused part proportionately.
D4. 14-day cooling-off period
If you buy online, by phone or away from the studio, you normally have the legal right to cancel within 14 days without giving a reason.
- To cancel, email hello@wellflexed.com and say clearly that you want to cancel. You can use the form at the end of these terms.
- If you ticked the box at checkout expressly asking us to start your membership or offer during those 14 days, and then cancel, you will pay a proportionate amount for the services provided up to the time you told us you were cancelling, and we will refund the rest. If you did not make that request, you will get a full refund. You lose the right to cancel once a service has been fully provided, where the law allows.
- Any refund goes back to your original payment method, normally within 14 days of your request.
D5. Pausing your membership
Monthly members can ask to pause once they have completed their first monthly billing cycle, that is, from their first renewal date. Annual members can ask to pause once they have completed their first month. Paused time does not count towards your 3-month minimum term: you must still complete 3 months of active membership before your membership can end. You can pause for up to 4 weeks in total in any 12-month period (you can split this into separate pauses of at least 1 week each), for any reason including injury or a holiday. Pauses beyond 4 weeks are for exceptional circumstances only, such as:
- illness or injury
- pregnancy
- moving away
- another significant change in your circumstances
Holidays and planned travel beyond the 4 weeks are not normally approved. Ask in advance; we consider each request individually and consistently. If we approve a pause, we will confirm in writing the start and end dates, when access stops and restarts, and any change to your payment dates. You cannot use the membership while it is paused.
D6. Refunds
Membership payments are non-refundable once taken, except:
- during the statutory cooling-off period
- where the law requires a refund
- where a payment was taken in error
- where a payment covers time after your confirmed end date
- where we cannot provide a material part of the service
Unused access cannot normally be carried forward, transferred, swapped for credit or exchanged for cash. This does not affect your rights if a service is not provided with reasonable care and skill, or as described.
D7. Failed payments
- If a payment fails, Momence may try again using the payment method on your account. We will try to let you know so you can update your details.
- Your access may be suspended until the payment is made.
- We do not charge a penalty fee for failed payments, but we may recover reasonable costs we directly incur, where the law allows.
- Repeated or unresolved failed payments may lead to us ending your membership after reasonable notice.
D8. If the service changes
If we make a significant or ongoing reduction to the membership service, contact us. We will discuss a fair remedy, which may be a credit, a proportionate refund or the right to cancel without further charge.
D9. Price changes
- We will give at least 30 days' written notice of any price change.
- A price increase will not apply during your 3-month minimum term, or for Annual members before their next renewal, unless the law requires it or you agree.
- If you don't accept an increase, you can cancel before it applies without paying the higher price.
D10. Annual Unlimited membership
The 12-month Annual Unlimited membership has the same benefits as Monthly Unlimited, including up to 2 guest passes a month, arranged with the studio (see D1), 2 free late cancellations and 1 free no-show in any 30 days (see E1) and the right to ask for a pause (see D5).
- Price and payment: paid upfront for 12 months. The current price is shown at checkout. At the end of your 12-month membership, we will contact you to invite you to renew. Your membership will not renew automatically. You can choose to purchase another annual membership or move to a monthly membership.
- Pauses: once you have completed your first month, up to 4 weeks in any 12-month period, as in D5. Any paused time is added to the end of your 12 months, so you still get 12 months of active membership.
- Cancelling and refunds: the annual membership is offered at a discounted price in return for a 12-month minimum commitment. After the 14-day cooling-off period (D4), it cannot be cancelled before the end of the 12 months or refunded. Early cancellation will only be considered in exceptional circumstances (such as those listed in D5) or where the law requires. We consider each request individually. If we approve an early exit for exceptional circumstances (such as moving away, serious injury or pregnancy), we will refund the full months left on your membership, less a £25 admin fee. The admin fee only applies when we agree to end an annual membership early for exceptional circumstances, and covers the cost of arranging the refund. It does not apply to cancellations in the cooling-off period, or if we end your membership because we can't provide the service. Any part-month already started is not refunded. For injury or pregnancy, we will first offer a pause where that suits you better. We may ask for reasonable evidence, such as a doctor's note or proof of a new address.
Part E – Booking and cancellation policy
E1. Booking and cancelling classes
Booking a class or Recovery session reserves a space someone else could have had. Please book only what you plan to attend, and cancel as early as you can if your plans change.
| What you booked with | Cancel at least | Late cancellation or no-show | Free allowance |
|---|
| Monthly Unlimited membership | 6 hours before a class, 12 hours before a Recovery session | £5 fee once your free ones are used | 2 late cancellations and 1 no-show in any 30 days |
| Annual membership | 6 hours before a class, 12 hours before a Recovery session | £5 fee once your free ones are used | 2 late cancellations and 1 no-show in any 30 days |
| 1-month intro offer | 6 hours before a class, 12 hours before a Recovery session | £5 fee each time, unless waived for exceptional circumstances | None |
| Seasonal promo or student offer | 6 hours before a class, 12 hours before a Recovery session | £5 fee each time, unless waived for exceptional circumstances | None |
| 5, 10 or 20-class pack | 6 hours before a class, 12 hours before a Recovery session | You lose the class credit (no fee) | None |
| Drop-in | 6 hours before a class, 12 hours before a Recovery session | You lose the credit (no fee) | None |
- A late cancellation is one made inside the window above. A no-show is not attending a booked class.
- The fee is a modest contribution towards the cost of a space that someone else could have used, and is well below the price of a class. When you accept these terms, you authorise us to charge these fees to the payment method saved on your Momence account.
- These rules apply to Movement classes and Recovery sessions alike, except that the cancellation window is 6 hours for classes and 12 hours for Recovery sessions, because Recovery sessions have fewer places and are harder to refill at short notice.
- All bookings are subject to availability. No product guarantees a space in a particular class or session.
E2. Recovery sessions
Please arrive on time. If you are late, your session may be shortened so the next booking can start on time. We will not normally refund or credit time lost through late arrival.
E3. If we cancel a class
If we cancel a class or Recovery session you have booked, no fee applies. We will return your credit or allowance to your account.
E4. Fair use of bookings
If someone repeatedly misses bookings or misuses the booking system, we may review their booking privileges. We will act reasonably and within consumer law.
Part F – Gift cards, complaints and legal
F1. Gift cards
- The price, expiry date and how to redeem are shown before you buy.
- Unused gift cards bought online can be cancelled during the statutory cooling-off period. After that, they are normally non-refundable unless the law requires otherwise.
- Lost or stolen gift cards cannot normally be replaced, so please keep them safe.
F2. Questions and complaints
Email hello@wellflexed.com about complaints, cancellations, pauses, refunds or booking changes. We aim to acknowledge your message within 3 working days. Requests about illness, injury, pregnancy, moving away or another significant event are considered individually, fairly and consistently.
F3. Changes to these terms
We may make reasonable changes to these terms to:
- comply with changes in law or regulation
- make them clearer
- reflect changes to Momence or our payment processes
- make reasonable changes to how the studio runs
We will give reasonable notice of any significant change. If a change significantly disadvantages you, you can cancel before it takes effect without a cancellation charge.
F4. Your statutory rights
These terms do not remove, limit or replace your rights under UK consumer law. If any part of these terms is found to be unlawful or unenforceable, the rest still applies.
F5. Governing law
These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you keep the protections and the right to bring proceedings that apply where you live.
F6. Accepting these terms
By buying, renewing or continuing to use any Well Flexed product, you confirm you have been given access to these terms and agree to them. Please keep a copy for your records.
You can copy this wording into an email to hello@wellflexed.com to cancel during the 14-day cooling-off period.
To Well Flexed Limited
I give notice that I wish to cancel my Monthly / Annual (delete as appropriate) Unlimited – Movement & Recovery membership.
Name: ______________________
Email address: ______________________
Date membership was bought: ______________________
Date of this request: ______________________
