Cancellation Policy

Cancelling a booking

You can cancel without a cancellation charge up to 24 hours before your class starts. The time our system receives your request determines whether it is on time. Cancelling exactly 24 hours before the start is on time. Times are shown in Europe/Prague.

If you cancel later or do not attend, the credit, payment or voucher entry used is not refunded. We do not charge an additional penalty on top of the booking price. This also applies to bookings made less than 24 hours before a class. Before such a booking or move, we ask you to acknowledge that cancellation will not be refundable.

How to cancel

Confirm cancellation in your account or through the link in your confirmation email. Late cancellation requires you to acknowledge the loss of your credit or payment. Closing the page does not cancel a booking. Standard online cancellation is unavailable after the class starts.

On-time cancellation and refunds

Credits are returned to their original source. If the original membership credit period has ended or the package can no longer be used, we issue a separate replacement credit for eligible classes, valid for at least 30 days from cancellation. Any longer original validity is preserved. This does not restore other unused credits.

For a single-class card payment, we refund the amount actually paid to the original payment method. Confirmation that a refund has been initiated does not mean your bank has already credited it. For a payment combined with a voucher, each part is handled according to the original payment. A voucher’s face value is not paid out in cash; an eligible returned entry is restored with attention to its usability. Contact info@tonepilates.cz if you need help.

Moving a booking

You can move a booking before the original class’s cancellation deadline, subject to availability and compatibility with the credit or payment used. Your account shows available options. Moving a booking does not use another credit.

If you move to a class starting in less than 24 hours, a subsequent cancellation will not be refundable. Cancelling and making a new booking are separate actions; a new booking does not restore a credit forfeited by an earlier late cancellation. An exceptional administrative move after the original deadline does not create a new refund entitlement; we will explain any credit lock.

When the studio cancels

No customer cancellation charge applies when the studio cancels a class. A single-class payment is refunded to the original payment method. A credit booking receives a usable replacement credit valid for at least 30 days from cancellation, or longer if the original validity was longer. Its expiry is shown in your account. You do not have to accept a replacement class.

Events and private hire

Individual registrations for public paid events follow the same 24-hour deadline unless different terms were expressly agreed before ordering. Late cancellation requires acknowledgement that the ticket payment will not be refunded.

Private hire and bespoke events follow the terms agreed in the offer and order. They do not automatically follow the rules for regular classes.

Statutory rights and application

These rules govern contractual cancellation of a booking. They do not limit statutory remedies for defective services or any applicable right of withdrawal. More favourable terms previously agreed with you remain in place.