T&C's / Privacy Policy
Terms & Conditions:
We will do our best to get you into your chosen class however classes are always subject to availability.
All classes must be paid for in advance and all clients agree to our 24 hour cancellation policy when cancelling, re-scheduling or no shows. If you are booked into a class and miss it or cancel it with less than 24 hours’ notice, you will be charged for the class.
You must check in with the reception team at least 10 minutes before the start of your class to get ready for the class.
Personal Information & Data Protection:
Your personal information is secure and usage of your personal information is administered by Calm, which is part of these Terms & Conditions. We will use your personal information to provide you with use of our products, services and facilities as well as maintain our records, process applications and payments, verify your identity, do market research and gain feedback. Your information may be kept for a reasonable amount of time for the above reasons. Your information may be shared with third parties to comply with our legal or regulatory obligations, for the prevention of fraud or other crimes, and in the case of medical emergencies. By agreeing to our terms & conditions, you consent to the use of your information including sensitive information relating to your health & fitness, for the reasons & manner explained above.
Please get in touch with us if your personal details change, if you would prefer to be contacted in a different way or if you have any questions about how we use your information. Failing such notice, any communications sent to you will be assumed to have been received within 5 days of communications being sent. You can update your details by contacting info@calm.online.
Cancellation & Refund Policy:
You can change or cancel any bookings, up to 24 hours before the starting time of the class you have booked without penalty. By booking classes within 24 hours of the scheduled start time, you are not entitled to change or cancel the class.
Any booking cancelled within the 24 hours or missed class will incur a charge. Those who book in with a single class or are a pack holder will lose their class. Please read the T&C for each pricing option for specific charges.
If you wish to reschedule a class with less than 24 hours before the class, you may do so to another class that is on the same day.
All fees are non-refundable. Any item that is purchased with a discount is non refundable, no exceptions. In extenuating circumstances, we are able to issue a refund to account credit, not to the original payment method.
If a discretionary refund is given for any reason, this will be calculated by adding up the single price of each class used in that month and taken off the total amount to be refunded. Refunds will only be credited to the credit/debit card that was used to make the original purchase.
If a class is cancelled by Calm for any reason, we will make every effort to contact you via email or telephone to let you know. All clients will have their classes early cancelled, pay as you go or pack holders will have the session refunded on to their account.
Please note that the rights of cancellation, refund or limitations set down in these terms & conditions do not affect your statutory rights as a consumer.
Lateness Policy:
Due to the nature of our classes and for your own safety that if you are more than 5 minutes late for a class, the reception team or the instructor has the right to exclude you from the class. This policy is to help prevent injury as well as to be considerate of the teacher and other clients who are already participating in the class.
If you turn up late for a class and are not admitted, the cancellation policy will be applied and it will be classed as a no show.
Personal Belongings, Lockers & Lost Property:
All personal belongings brought into the Calm studios are at the clients own risk, the company does not accept any liability for loss or damages to such items.
Calm accepts no responsibility for any property left on the premises. All items found will be put into lost property and will be taken to a charity shop on the last day of every month. Any jewellery or keys found will be kept for a longer period of time. If you think you have left something behind, please give us a call straight away so we can have a look and put aside for you to pick up if found.
Safety & Hygiene:
All clients are requested to wear a form of dress that is appropriate for the session they are attending.
Any classes in the yoga studios can be practised in bare feet.
If you have any contagious foot complaints, please make sure you are wearing socks at all times.
For safety & hygiene purposes, no glass or food is to be taken in the changing rooms or the studios.
Medical Issues, Injuries & Pregnancies:
If you have been advised by a doctor not to continue with any form of exercise due to an injury or a permanent medical reason and your membership or sessions are still valid, please get in touch with info@calm.online immediately. We will require a letter from your Doctor and your account will be frozen for an agreed period of time.
Calm accepts no responsibility for any client who does not follow the instructed class or has not disclosed medical conditions or recent injuries to the teacher. Please be aware that it is your responsibility to inform the instructor if you feel unwell or any discomfort.
If you find that you are pregnant, please let us know as soon as possible as some of our classes will not be suitable for you. If you choose not to tell us or the teacher about your pregnancy, Calm will accept no responsibility for any injuries or issues that may occur as a result of doing a class.
In cases of pregnancy, should you wish your membership or sessions may be frozen for up to 6 months after the birth date and will automatically become active again after 6 months. Please send us an email with official notification to info@calm.online before your membership or sessions expire so we can freeze your account.
Consent Forms:
If you are a new client you are required to fill out a consent form before going to your first class. We require the listed information to complete your Calm profile and ask important medical information about your state of health. The consent form can be completed online however you are still required to fill out & sign our consent form when you come in to your first class.
By signing the consent form, you are signing that you have read and agree with our full Terms & Conditions.
If attending family Yoga classes the consenting adult (who has registered the account) is responsible and consenting for the all children in their care.
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By accepting our Website Terms or by visiting Calm.online (‘the Website’) you are accepting and consenting to the practices described in this Privacy Policy.
The Website is brought to you by CALM. CALM believes it is important to protect your Personal Data (as defined in the Data Protection Act 1998) and we are committed to giving you a personalised service that meets your needs in a way that also protects your privacy. This policy explains how we may collect Personal Data about you. It also explains some of the security measures we take to protect your Personal Data, and tells you certain things we will do and not do. You should read this policy in conjunction with the Website Terms.
When we first obtain Personal Data from you, or when you take a new service or product from us, we will give you the opportunity to tell us if you do or do not want to receive information from us about other services or products (as applicable). You can normally do this by ticking a box on an application form or contract. You may change your mind at any time by emailing us at the address below.
Some of the Personal Data we hold about you may be ‘sensitive personal data’ within the meaning of the Data Protection Act 1998, for example, information about your health or ethnic origin.
1.Collecting Information We may collect Personal Data about you from a number of sources, including the following: 1.1.From you when you agree to take a service or product from us, in which case this may include your contact details, date of birth, how you will pay for the product or service and your bank details. 1.2.From you when you contact us with an enquiry or in response to a communication from us, in which case, this may tell us something about how you use our services. 1.3.From documents that are available to the public, such as the electoral register. 1.4.From third parties to whom you have provided information with your consent to pass it on to other organisations or persons. 2.Using Your Personal Information 2.1.Personal Data about our customers is an important part of our business and we shall only use your Personal Data for the following purposes and shall not keep such Personal Data longer than is necessary to fulfil these purposes: 2.1.1.To help us to identify you when you contact us. 2.1.2.To help us to identify accounts, services and/or products which you could have from us or selected partners from time to time. We may do this by automatic means using a scoring system, which uses the Personal Data you have provided and/or any information we hold about you and Personal Data from third party agencies (including credit reference agencies). 2.1.3.To help us to administer and to contact you about improved administration of any accounts, services and products we have provided before, do provide now or will or may provide in the future. 2.1.4.To allow us to carry out marketing analysis and customer profiling (including with transactional information), conduct research, including creating statistical and testing information. 2.1.5.To help to prevent and detect fraud or loss. 2.1.6.To allow us to contact you in any way (including mail, email, telephone, visit, text or multimedia messages) about products and services offered by us where 2.1.6.1.these products are similar to those you have already purchased from us, 2.1.6.2.you were given the opportunity to opt out of being contacted by us at the time your Personal Information was originally collected by us and at the time of our subsequent communications with you, and 2.1.6.3.you have not opted out of us contacting you. 2.1.7.To allow us to contact you in any way (including mail, email, telephone, visit, text or multimedia messages) about products and services offered by us and selected partners where you have expressly consented to us doing so. 2.1.8.We may monitor and record communications with you (including phone conversations and emails) for quality assurance and compliance. 2.1.9.We may check your details with fraud prevention agencies. If you provide false or inaccurate information and we suspect fraud, we will record this. 2.2.We will not disclose your Personal Data to any third party except in accordance with this Privacy Policy. 2.3.We may allow other people and organisations to use Personal Data we hold about you in the following circumstances: 2.3.1.If we, or substantially all of our assets, are acquired or are in the process of being acquired by a third party, in which case Personal Data held by us, about our customers, will be one of the transferred assets. 2.3.2.If we have been legitimately asked to provide information for legal or regulatory purposes or as part of legal proceedings or prospective legal proceedings. 2.3.3.We employ companies and individuals to perform functions on our behalf and we may disclose your Personal Data to these parties for the purposes set out in clause 2.1 or, for example, for fulfilling orders, delivering packages, sending postal mail and email, removing repetitive information from customer lists, analysing data, providing marketing assistance, providing search results and links (including paid listings and links) and providing customer service. Those parties are bound by strict contractual provisions with us and only have access to Personal Data needed to perform their functions, and may not use it for other purposes. Further, they must process the Personal Data in accordance with this Privacy Policy and as permitted by the Data Protection Act 1998. From time to time, these other people and organisations to whom we may pass your Personal Data may be outside the European Economic Area. We will take all steps reasonably necessary to ensure that your Personal Data is treated securely and in accordance with this Privacy Policy and the Data Protection Act 1998. 2.4.Where you give us Personal Data on behalf of someone else, you confirm that you have provided them with the information set out in this Privacy Policy and that they have not objected to such use of their Personal Data. 2.5.In connection with any transaction which we enter into with you: 2.5.1.We may carry out with one or more licensed credit reference and fraud prevention agencies: 2.5.1.1.credit checks where you have given us your express consent, and 2.5.1.2.fraud prevention checks. We and they may keep a record of the search. Information held about you by these agencies may be linked to records relating to other people living at the same address with whom you are financially linked. These records will also be taken into account in credit and fraud prevention checks. Information from your application and payment details of your account will be recorded with one or more of these agencies and may be shared with other organisations to help make credit and insurance decisions about you and members of your household with whom you are financially linked and for debt collection and fraud prevention. This includes those who have moved house and who have missed payments. 2.5.2.If you provide false or inaccurate information to us and we suspect fraud, we will record this and may share it with other people and organisations. We, and other credit and insurance organisations, may also use technology to detect and prevent fraud. 2.5.3.If you need details of those credit agencies and fraud prevention agencies from which we obtain and with which we record information about you, please write to our Data Protection Manager at CALM, 86-90 Paul Street London England EC2A 4NE. 3.Protecting Information We have strict security measures to protect Personal Data. 3.1.We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input. 3.2.We reveal only the last five digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing. 3.3.We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable customer information. Our security procedures mean that we may occasionally request proof of identity before we disclose personal information to you. 3.4.It is important for you to protect against unauthorised access to your password and to your computer. Be sure to sign off when you finish using a shared computer. 4.The internet 4.1.If you communicate with us using the internet, we may occasionally email you about our services and products. When you first give us Personal Data through the Website, we will normally give you the opportunity to say whether you would prefer us not to contact you by email. You can also always send us an email (at the address set out below) at any time if you change your mind. 4.2.Please remember that communications over the internet, such as emails and webmails (messages sent through a website), are not secure unless they have been encrypted. Your communications may go through a number of countries before they are delivered – this is the nature of the internet. We cannot accept responsibility for any unauthorised access or loss of Personal Data that is beyond our control. 5.Cookies When we provide services, we want to make them easy, useful and reliable. This sometimes involves placing small amounts of information on your computer. These are called ‘cookies’. These cookies cannot be used to identify you personally and are used to improve services for you, for example through: – Letting you navigate between pages efficiently – Enabling a service to recognise your computer so you don’t have to give the same information during one task – Recognising that you have already given a username and password so you don’t need to enter it for every web page requested – Measuring how many people are using services, so they can be made easier to use and that there is enough capacity to ensure they are fast To learn more about cookies, see: – www.allaboutcookies.org – www.youronlinechoices.eu – www.google.com/policies/technologies/cookies/ Users typically have the opportunity to set their browser to accept all or some cookies, to notify them when a cookie is issued, or not to receive cookies at any time. The last of these options, of course, means that personalised services cannot be provided and the user may not be able to take full advantage of all of a website’s features. Refer to your browser’s Help section for specific guidance on how it allows you to manage cookies and how you may delete cookies you wish to remove from your computer. Multiple cookies may be found in a single file depending on which browser you use. The cookies used on this website have been categorised based on the categories found in the ICC UK Cookie guide, as follows: Category 1: strictly necessary cookies These cookies are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website. Without these cookies services you have asked for, like shopping baskets or e-billing, cannot be provided. 6.Links 6.1.The Website may include third-party advertising and links to other websites. We do not provide any personally identifiable customer Personal Data to these advertisers or third-party websites. 6.2.These third-party websites and advertisers, or internet advertising companies working on their behalf, sometimes use technology to send (or ‘serve’) the advertisements that appear on the Website directly to your browser. They automatically receive your IP address when this happens. They may also use cookies, JavaScript, web beacons (also known as action tags or single-pixel gifs), and other technologies to measure the effectiveness of their ads and to personalise advertising content. We do not have access to or control over cookies or other features that they may use, and the information practices of these advertisers and third-party websites are not covered by this Privacy Policy. Please contact them directly for more information about their privacy practices. In addition, the Network Advertising Initiative offers useful information about internet advertising companies (also called ‘ad networks’ or ‘network advertisers’), including information about how to opt-out of their information collection. 6.3.We exclude all liability for loss that you may incur when using these third party websites. 7.Further Information 7.1.If you would like any more information or you have any comments about our Privacy Policy, please either write to us at Data Protection Manager, CALM, 86-90 Paul Street London England EC2A 4NE, or email us at info@calm.online 7.2.We may amend this Privacy Policy from time to time without notice to you, in which case, we will publish the amended version on the Website. You confirm that we shall not be liable to you or any third party for any change to this Privacy Policy from time to time. It is your responsibility to check regularly to determine whether this Privacy Policy has changed. 7.3.You can ask us for a copy of this Privacy Policy and of any amended Privacy Policy by writing to the above address or by emailing us at info@calm.online. This Privacy Policy applies to Personal Data we hold about individuals. It does not apply to information we hold about companies and other organisations. 7.4.If you would like access to the Personal Data that we hold about you, you can do this by emailing us at info@calm.online or writing to us at the address noted above. There may be a nominal charge of £10 to cover administrative costs. 7.5.We aim to keep the Personal Data we hold about you accurate and up to date. If you tell us that we are holding any inaccurate Personal Data about you, we will delete it or correct it promptly. Please email us at info@calm.online or write to us at the address above to update your Personal Data.