At ZAO Wellness Studio we understand that life happens. That’s why we strive to be as flexible and accommodating as possible for both guests and members.

We are always happy to re-credit accounts if you meet our cancellation policies terms, however we do not offer refunds unless under special circumstances, our happy team are always on hand to help so please contact us if you need help with your booking.

Group Classes/Micro Gym

We ask for at least 24 hours’ notice to cancel or reschedule any group class.

• Cancellations made with 24+ hours notice: You’ll receive a full class credit back to your account.

• Late cancellations (Less than 24 hours): If you contact us at least 1 hour before the class begins (via phone or email), we’ll do our best to:
  • Rebook you into another session within the next 7 days

Personal Training & Treatments

Due to the high demand and time commitment of our trainers and therapists, we have a stricter cancellation policy for 1:1 services.

• Cancellations made with 24+ hours notice:
  Your session can be rescheduled or your deposit transferred to a future booking.
• Cancellations within 24 hours:
  • Personal Training: A £25 cancellation fee will apply.
  • Treatments: Your deposit will be forfeited.
  • No-shows or cancellations with less than 3 hour’s notice may result in full session charge.

Our Month Members (Pay Monthly)

As a valued member, you get added flexibility:

• You will never lose credits due to missed classes as long as you let us know.
• If you miss a class, simply notify us within 24 hours of the session, and we’ll rebook you or return the credit to your account, if the credit has a nearing expiration date we will extend it for 3 days
• We can honour this against 2 late cancellations per month, fair usage applies.

Canceling your monthly membership

Terms & Conditions

Use of Membership

• The Monthly Membership may be used for all group classes.
• Memberships are allocated with a set amount of credit, for unlimited it is 100 credits per month. If you reach this limit as an unlimited membership member , please contact us and we can increase your allowance.
• Our fair use policy permits attendance of up to 3 classes per day unlimited membership member.
• Memberships are non-transferable and may not be shared or used by any other person.

Identification & Misuse

• A profile photo is required for unlimited memberships.
• We reserve the right to verify identity at any time.
• We may suspend or terminate a membership if we believe it is being misused or shared.

Minimum Term & Cancellation

• Memberships have a minimum term of 6 months.
• After the initial 6-month term, memberships may be cancelled with one month’s notice, provided notice is given before the start of a new billing cycle (billing occurs on the 1st of each month).
• No refunds will be issued for unused portions of the membership.

Early Termination

• Requests to end a membership before the minimum term require a valid medical certificate.

Freezing Membership

• Memberships may be frozen for a minimum of 1 month and a maximum of 6 months, with prior notice.
• A freeze fee may apply.
• The membership term will be extended by the length of the freeze period.
• Memberships may be frozen after 3 months from the start date or after 6 months for Unlimited Memberships

We appreciate your understanding these policies help ensure fair access to our services and respect our team’s time.

To cancel or reschedule, please contact us:
📞0203 342 0791
📧 hello@zaoswellness.com