Terms
Full Terms & Conditions
Last updated: Spring 2026 · www.oncorelondon.com/terms
These Terms & Conditions apply to all Oncore products, memberships, class passes, and use of our studios and website. By purchasing any product, creating an account, booking a class, or entering our premises, you confirm that you have read, understood, and agree to be bound by these terms. They are strictly enforced.
1. Acceptance of Terms
By accessing Oncore’s website, creating a Mindbody account, booking a class, purchasing a membership or pass, or entering our studio premises, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions. These Terms apply to all users of our services, whether online or in-person.
Continued use of our services after any updates to these Terms constitutes your acceptance of the revised Terms. The most current version is always available at www.oncorelondon.com/terms.
2. Introductory Offers and Once-Per-Customer Passes
The following passes are available once per customer only and are non-transferable:
- Introductory Offer (Core, Reformer, and Megaformer formats)
- 7 Classes in 7 Days pass
Duplicate purchases: Purchasing any once-per-customer pass more than once — whether through the same account, a new account, or any other means — is strictly prohibited. Any duplicate or additional purchase will be voided immediately with no refund offered under any circumstances. Oncore reserves the right to apply this policy retroactively upon discovery of any such purchase.
Multiple accounts: Each customer may hold only one Oncore account. Opening a second or subsequent account to obtain an additional once-per-customer offer, or for any other reason, is a breach of these Terms. Oncore reserves the right to close all duplicate accounts without notice. Any passes purchased through a duplicate account will be voided with no refund. Outstanding balances on closed accounts remain payable.
If you believe a duplicate purchase has occurred in error, contact hello@oncorelondon.com before using the pass. Once a pass has been used it is considered accepted and will not be refunded.
The Introductory Offer consists of 3 classes for Core and Reformer formats, and 2 classes for the Megaformer. The 7-in-7 pass consists of up to 7 classes in 7 consecutive days, activating on the date of the first class booked. Both passes expire on the dates stated — no extensions will be offered for any reason.
3. Class Passes — General Terms
3.1 Purchase and Expiry
Class Pack holders receive the number of classes stated on the pass at the time of purchase. Classes may be redeemed at any Oncore studio until the pack is exhausted or expires, whichever comes first. Expiry dates are displayed in your Mindbody account and begin from the date of first use. If unused, passes expire as stated on the pass.
Class Pack expiry dates may be extended for a fee:
| Extension | Fee |
|---|---|
| Up to 1 week | £10 |
| Up to 2 weeks | £20 |
3.2 Cancellation Policy for Class Packs
Class Pack holders must cancel a booked class at least 12 hours before the scheduled start time for the credit to be returned to their account. Cancellations made within 12 hours of the class, or non-attendance, result in the class credit being permanently deducted with no refund. No late cancellation or no-show fee is charged to class pack holders beyond loss of the class credit.
3.3 Transferability
Class pack credits may be transferred or gifted to a third party. This does not apply to monthly membership credits or Unlimited memberships, which are for single-person use only.
4. Monthly Memberships
4.1 Minimum Commitment
All monthly memberships require a minimum commitment of two (2) consecutive calendar months from the contract start date (the Minimum Period). During the Minimum Period all monthly payments are due in full and the membership may not be cancelled, paused, or suspended except in the exceptional circumstances set out in section 4.5 below.
4.2 Automatic Renewal
After the Minimum Period, memberships automatically renew on a rolling monthly basis until cancelled. Oncore will give no less than 30 days’ written notice by email before any price change takes effect on your account.
4.3 Cancellation After Minimum Period
To cancel, email hello@oncorelondon.com with subject line ‘Membership Cancellation — [Your name] — [Contract ID]’. You must give at least 15 days’ written notice before your next renewal date. Cancellation takes effect at the end of the monthly period in which valid notice is received. Access continues until the end of the paid period. Cancellations by any other method are not accepted.
You must obtain written confirmation of your cancellation from Oncore. If you have not received confirmation within 3 business days of sending your notice, you must follow up. Oncore is not liable for cancellations not confirmed in writing.
4.4 Membership Pause
Memberships may not be paused during the Minimum Period. After the Minimum Period, members may request one pause of up to 4 weeks per 12-month period, subject to the following fees:
| Pause Duration | Fee |
|---|---|
| Up to 1 week | £5 |
| Up to 2 weeks | £10 |
| Up to 4 weeks (maximum) | £15 |
Pause requests must be submitted by email to hello@oncorelondon.com at least 7 days in advance. A pause is not active until confirmed in writing by Oncore.
4.5 Exceptional Termination During Minimum Period
Early exit from the Minimum Period is only permitted in cases of serious illness or injury where a registered medical practitioner has advised in writing that you are unable to participate in physical exercise for 30 or more consecutive days. Relocation, change in personal circumstances, financial hardship, and dissatisfaction with services are not exceptional circumstances.
Requests must be submitted with a signed GP or specialist letter on official headed paper. If approved, termination takes effect at the end of the approval month. A £20 administration fee is deducted from any refund due for the unused portion of the final monthly payment.
4.6 Unlimited Membership Class Cap
Unlimited Core and Unlimited Reformer memberships are subject to a maximum of 30 classes per calendar month. Unused classes have no cash value and do not roll over to the following month under any circumstances. Unlimited memberships are for single-person use only — sharing access is prohibited and will result in immediate termination without refund.
4.7 Class Credit Rollover
Unused class credits from the prior month roll over to the following month only where the membership is active and in good standing at renewal. Credits are forfeited upon cancellation at the end of the final paid period.
5. Payments
5.1 AutoPay
By purchasing a monthly membership you authorise Oncore to charge your payment method the monthly fee and any applicable fees (NS/LC, pause, administration) as they arise. Payments are taken in advance on the monthly renewal date via Mindbody.
5.2 Failed Payments
If a payment fails, all existing bookings will be cancelled and your account frozen immediately. Oncore will reattempt payment up to 3 times. If all attempts fail, a £10 failed payment charge is added to your account to cover credit card processing and failed payment costs. Accounts remain frozen until all outstanding balances are cleared. The Minimum Period continues to run during any frozen period.
If payment remains outstanding after 7 days from the original due date, a further £20 will be added to the outstanding balance. If the balance remains unpaid, Oncore reserves the right to terminate the membership and transfer the outstanding balance to a third-party debt collection agency. You are liable for all reasonable costs of recovery including collection agency fees.
Membership period and account freezes: your membership period runs from your contracted renewal date regardless of when payment is received. A payment freeze does not extend, pause, or reset your membership period. If payment is delayed, your available membership period is reduced accordingly.
Class pack holders with failed payments will have future reservations cancelled and be suspended from booking until payment is received. The same £10 failed payment charge and £20 escalation apply. Pass expiry dates are not extended as a result of any account freeze.
5.3 All Sales Non-Refundable
All purchases are non-refundable once processed. This applies to all memberships, class packs, and single sessions. No refunds are issued for unused credits, unused days, or early cancellation within the Minimum Period.
Exceptional refund consideration (unused passes only): where a pass is completely unused, a refund request may be submitted by emailing hello@oncorelondon.com with relevant documentation. Requests are reviewed within 14 days. If approved, a £20 deduction applies for processing and administration costs.
Medical holds and refunds: in the case of a serious injury or illness with written medical evidence, a membership may be placed on hold or, for passes with remaining unused classes, the remaining value may be transferred to a friend or family member at no cost.
5.4 Chargebacks
You must contact Oncore at hello@oncorelondon.com before initiating any chargeback or dispute with your bank. Chargebacks raised without prior written contact will result in liability for all chargeback fees, dispute handling costs, and administration charges incurred by Oncore.
6. Booking, Attendance, and Studio Policies
6.1 Class Start Times and Location
Classes start strictly on time. You must plan to arrive at least 5 minutes before your class start time. Oncore operates studios across multiple locations — it is your sole responsibility to check the specific location of your booked class. No refund, credit, or transfer is offered for attending the wrong location.
6.2 Late Arrival Policy
If you arrive within 2 minutes of the class start time you may not be permitted entry. No late entry is permitted to any class for health and safety reasons, instructor insurance requirements, and out of respect for other members. Late arrivals are recorded as No Shows and no refund, credit, or waiver is issued. If you cannot afford to lose credits, book only when you are at or very close to the studio.
6.3 Self Check-In
You must complete self check-in on the studio iPad no later than 2 minutes before the class start time. Failure to check in will result in a No Show being recorded regardless of your physical attendance. No refund or credit is issued.
6.4 Cancellation Window and Credit Loss
You may cancel a booked class without losing your credit provided cancellation is made at least 12 hours before the class start time via the Mindbody app or website. See our website for how to cancel class reservations.
Cancellations made within 12 hours of the class start time are recorded as a Late Cancellation — the class credit is permanently lost. Monthly membership holders are also charged a £2 Late Cancellation fee automatically, subject to monthly exemptions as shown in the fee schedule below.
A No Show is recorded where a booked class is not attended and no cancellation has been made — the class credit is permanently lost and a No Show fee is charged automatically (£6 Core · £8 Reformer & Mega), subject to monthly exemptions as shown below. Always cancel, even at the last minute — a Late Cancel is always better than a No Show.
Credit loss applies to everyone: For any booking that is late cancelled or results in a no show — regardless of whether you hold a class pack, a monthly membership, or any other pass — the class credit for that booking is permanently lost with no refund or return under any circumstances.
6.5 Waitlist
Classes may operate a waitlist through Mindbody. By joining the waitlist you agree to the following:
- You will be automatically added as a confirmed booking if a spot becomes available, right up to class start time.
- Once confirmed from the waitlist, all standard booking, attendance, and cancellation policies apply — including NS/LC fees for monthly membership holders.
- You may remove yourself from the waitlist at any time before a spot is allocated to you at no charge. Once allocated, the standard 12-hour cancellation window applies.
- It is your responsibility to monitor your booking status. Oncore accepts no liability for notifications not received due to communication preferences or spam filtering.
- Joining the waitlist does not guarantee entry to the class.
If you are added from the waitlist and do not attend, or cancel within 12 hours of the class, no refund of credits or fees will be offered. See our website for how to cancel waitlist reservations on Mindbody.
6.6 No-Show and Late Cancellation Fees — Monthly Membership Holders
In addition to permanent credit loss (which applies to all members), monthly membership holders are subject to the following monetary fees, charged automatically to the payment method on file:
| Membership | LC Fee | NS Fee | LC Exempt /mo | NS Exempt /mo | Notes |
|---|---|---|---|---|---|
| CORE — LC £2 · NS £6 | |||||
| Core — 4x/month | £2 | £6 | 3 | 2 | Credit lost on every LC & NS |
| Core — 8x/month | £2 | £6 | 3 | 2 | Credit lost on every LC & NS |
| Core — 12x/month | £2 | £6 | 3 | 2 | Credit lost on every LC & NS |
| Core — 16x/month | £2 | £6 | 3 | 2 | Credit lost on every LC & NS |
| Core — 20x/month | £2 | £6 | 3 | 1 | Credit lost on every LC & NS |
| Core — Unlimited | £2 | £6 | 3 | 0 | Credit lost on every LC & NS |
| REFORMER — LC £2 · NS £8 | |||||
| Reformer — 4x/month | £2 | £8 | 3 | 2 | Credit lost on every LC & NS |
| Reformer — 8x/month | £2 | £8 | 3 | 2 | Credit lost on every LC & NS |
| Reformer — 12x/month | £2 | £8 | 3 | 2 | Credit lost on every LC & NS |
| Reformer — 16x/month | £2 | £8 | 3 | 2 | Credit lost on every LC & NS |
| Reformer — 20x/month | £2 | £8 | 3 | 1 | Credit lost on every LC & NS |
| Reformer — Unlimited | £2 | £8 | 3 | 0 | Credit lost on every LC & NS |
| MEGAFORMER — LC £2 · NS £8 | |||||
| Mega — 4x/month | £2 | £8 | 2 | 1 | Credit lost on every LC & NS |
| Mega — 8x/month | £2 | £8 | 2 | 1 | Credit lost on every LC & NS |
| Mega — 12x/month | £2 | £8 | 2 | 0 | Credit lost on every LC & NS |
| COMBO — LC £2 · NS £6 Core classes · NS £8 Reformer classes | |||||
| Combo — Starter | £2 | £6/£8 | 3 | 2 | Credit lost on every LC & NS |
| Combo — Core+ | £2 | £6/£8 | 3 | 2 | Credit lost on every LC & NS |
| Combo — Reformer+ | £2 | £6/£8 | 3 | 2 | Credit lost on every LC & NS |
| Combo — Core Focus | £2 | £6/£8 | 3 | 2 | Credit lost on every LC & NS |
| CLASS PACKS — No monetary fee | |||||
| All Class Packs | — | — | — | — | No monetary fee. Credit lost. |
| 7-IN-7 — LC £2 · NS £6 Core · NS £8 Reformer & Mega | |||||
| 7-in-7 (all formats) | £2 | £6/£8 | 2 | 1 | Credit lost on every LC & NS |
Monthly exemptions: Each membership includes a set number of free Late Cancellation and No Show exemptions per calendar month, as shown above. Exemptions reset on the 1st of each calendar month and do not carry over if unused. The class credit is still permanently lost even when an exemption waives the monetary fee. Once monthly exemptions are used, the standard fee applies to every subsequent LC or NS that month.
Class Packs (all formats): no monetary fee applies to late cancellations or no shows on any class pack. The class credit is permanently lost.
7-in-7 pass: 2 free LC and 1 free NS exemption apply per pass. After exemptions, fees of £2 LC and £6 NS (Core) or £8 NS (Reformer & Mega) apply. The pass window is never extended for any reason.
If a fee cannot be collected, all bookings will be cancelled and the account frozen until all outstanding fees are cleared. Pass expiry dates are never extended as a result of an account freeze.
6.7 Instructor Changes
Instructors may change at short notice. Instructor changes do not constitute grounds for cancellation, refund, or credit. All booking and cancellation policies apply regardless of instructor changes.
6.8 Strict Enforcement
Oncore strictly enforces all Terms & Conditions. These policies exist to keep prices affordable and ensure fair access for all members. Oncore does not actively manage individual accounts to grant exceptions. Any account management provided at request will incur an administration fee.
7. Health, Safety, and Liability
7.1 Health Declaration
By booking and attending any Oncore class you confirm that you have no medical condition preventing you from safely participating in physical exercise, that you are not under medical advice to avoid exercise, and that you are physically fit for the activity booked. You agree to inform staff if your health status changes.
7.2 Liability Waiver
Physical exercise carries inherent risks. By attending Oncore classes you acknowledge these risks and agree to assume full personal responsibility for any injury or damage sustained. You release, indemnify, and hold harmless Oncore Limited, its officers, employees, and agents from any claims, losses, or damages of any kind — whether direct, indirect, incidental, or consequential — arising from your attendance or participation in any class, except those arising directly from Oncore’s negligence or intentional misconduct.
Nothing in these Terms excludes or limits Oncore’s liability for death or personal injury caused by Oncore’s negligence, fraud, or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.
If Oncore staff consider your participation poses a physical risk, you may be denied access until a medical letter confirming your fitness to participate is provided at your own cost.
7.3 Pregnancy Policy
Participation in Oncore group exercise classes beyond 12 weeks of pregnancy requires written medical clearance from a registered healthcare provider, submitted to hello@oncorelondon.com at least 15 days before attending any class. Oncore will not permit attendance after 12 weeks without this clearance on file.
During the first 12 weeks of pregnancy you must obtain clearance from your healthcare provider before attending and notify Oncore before each session.
You may return to classes 6–8 weeks postpartum with written medical clearance submitted in advance. Oncore reserves the right to deny access to any class where it reasonably considers participation may pose a risk.
Member self-declaration: Oncore staff are not permitted to ask members whether they are pregnant. By booking and attending any class during pregnancy you are confirming that you have met all requirements for attendance, hold the required medical clearance, and accept this policy in full. All responsibility for compliance rests entirely with the member.
Important: Oncore group classes are not designed or adapted for pregnancy at any stage. Instructors are not required to hold pre- or post-natal qualifications and cannot modify classes for individual participants. Reformer Pilates, Megaformer (Lagree), Mat Pilates, and Yoga are not recommended after the first 12 weeks of pregnancy. Attendance after 12 weeks with medical clearance is entirely at your own risk. Oncore accepts no liability for any injury or adverse outcome.
7.4 Personal Belongings
Members are solely responsible for their personal belongings at all times. Oncore accepts no liability for loss, theft, or damage to personal items on the premises.
8. Communications and GDPR
You are responsible for maintaining a valid, active email address on your Mindbody account at all times. Oncore uses this address for all membership communications including payment confirmations, fee notifications, policy updates, and contract amendments. Update your address promptly if it changes via your Mindbody account.
Marketing communications: In accordance with UK GDPR, Oncore will only send marketing communications where you have given consent. Update your preferences at any time via your Mindbody account. Oncore cannot update these preferences on your behalf.
Opted-out members: If you opt out of communications, you may not receive important notifications including fee alerts, policy changes, and renewal notices. Oncore accepts no responsibility for consequences arising from missed communications where you have opted out, where an invalid email address is on file, or where messages are filtered to spam.
To ensure receipt of all important communications, add hello@oncorelondon.com and Mindbody notification addresses to your safe senders list. Where these Terms require written notice from you to Oncore (e.g. cancellation), notice is not valid until acknowledged in writing by Oncore.
9. Code of Conduct
All members are expected to maintain a respectful, inclusive, and safe environment. By using Oncore services you agree to:
- Respect the studio, facilities, equipment, staff, and fellow members.
- Follow all posted notices, FAQs, and staff instructions.
- Not use facilities or equipment in a way that endangers yourself or others.
- Comply fully with Oncore’s booking, attendance, and cancellation policies.
In addition, when using Oncore’s website, app, or booking systems, you agree not to:
- Impersonate another person or access another member’s account without their permission.
- Share your account credentials or permit a third party to use your membership.
- Use automated tools, bots, or scripts to access or interact with Oncore’s systems.
- Upload or transmit any content that is unlawful, harmful, offensive, or infringes the rights of others.
- Attempt to gain unauthorised access to any part of Oncore’s systems, accounts, or networks.
- Remove, alter, or circumvent any security or access-control feature of Oncore’s platforms.
Oncore reserves the right to refuse entry or revoke access without refund to any person who behaves in a disruptive, abusive, or inappropriate manner, fails to follow safety instructions, or violates any part of these Terms.
10. Termination by Oncore
Oncore may terminate a membership or account immediately and without refund where a member:
- Breaches these Terms and fails to remedy the breach within 7 days of written notice.
- Behaves abusively or dangerously toward staff, members, or premises.
- Provides false information at registration or at any subsequent time.
- Opens or operates more than one Oncore account, whether to obtain a once-per-customer offer or for any other reason.
- Shares Unlimited membership access with another person.
- Engages in fraudulent, abusive, or illegal activity in connection with Oncore’s services.
Oncore also reserves the right, in its sole discretion and for any reason, to suspend or terminate access to its services, platforms, or facilities, with or without prior notice. Where Oncore terminates other than for breach or misconduct, a pro-rata refund for unused days in the current paid period will be issued.
Any suspected fraudulent or illegal activity may be referred to appropriate law enforcement authorities. These remedies are in addition to any other rights Oncore may have at law.
11. Eligibility and Registration
Oncore services are available to UK residents aged 18 or over. You must not create an account if you have been previously suspended or removed by Oncore. Corporate accounts must be opened by an authorised representative of the relevant organisation.
You agree that all information provided at registration and at all times thereafter is true, accurate, and complete, and that you will keep it up to date. You are solely responsible for maintaining the security of your account and password and for all activity that occurs under your account.
12. Intellectual Property
All content on Oncore’s website, app, and marketing materials — including but not limited to text, graphics, logos, images, class content, and software — is the property of Oncore Limited or its licensors and is protected by copyright, trade mark, and other intellectual property laws.
You may not reproduce, distribute, modify, publicly display, or create derivative works from any Oncore content without prior written permission. Oncore’s name, logo, and brand are proprietary trade marks and may not be used without express authorisation.
13. Amendments to Terms
Oncore reserves the right to update these Terms at any time. Significant changes will be communicated by email and published at www.oncorelondon.com/terms. Continued use of Oncore services after the effective date of any change constitutes acceptance of the updated Terms.
14. Severability
If any provision of these Terms is found to be unlawful, void, or unenforceable for any reason, that provision shall be deemed severable from these Terms and shall not affect the validity or enforceability of the remaining provisions, which shall continue in full force and effect.
15. Governing Law
These Terms & Conditions are governed by the laws of England and Wales. Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Contact
Email: hello@oncorelondon.com
Website: www.oncorelondon.com
Full T&Cs always available at: www.oncorelondon.com/terms
Oncore Limited · Registered in England and Wales