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Cancellation & Refund Policy

Bsport – Pilates & Clinical Gym

1. Validity

All group sessions are valid for 6 months from the date of the first booking. Perinatal clients are exempt from this and may always contact us via hello@wavesleuven.be if their pass expires so we can extend it without issue. Passes for private sessions remain valid indefinitely.

2. Cancellations

Group sessions must be cancelled by the client >12 hours before the start of the session via the Bsport booking platform. Private sessions must be cancelled >24 hours before the start. If cancelled within these windows, the session will automatically be charged.

3. Refunds

WAVES always strives to deliver an excellent client experience. Refunds for unused passes and sessions are not possible.

4. Subscriptions

  • An active subscription with WAVES is always valid for a minimum period of 2 months.
  • After this period, the subscription may be terminated at any time, provided this is communicated at least 5 days before the renewal date via e-mail to hello@wavesleuven.be.
  • If termination is requested in time, the following month will no longer be charged.
  • If a refund is requested due to user error, an administrative fee of €15 will be charged.
  • Subscription users follow the same cancellation terms as users of a multi-class pass.
  • Subscriptions can be paused for a minimum period of 14 days, provided this is requested at least 7 days in advance.
  • When more than twice per month a session is cancelled less than 12 hours in advance, a reminder fee of €10 will be charged to the user’s internal account.

5. Purchase of passes

Each participant may purchase a maximum of one 10-pack for group classes and one 10-pack for private sessions at a time. Once five sessions of the current pass have been used, a new 10-pack may be purchased.

6. Student Mat Pilates Pass – Terms

A. Granting student status

To qualify for the Student Mat Pilates Pass, individuals must submit valid enrolment proof from a secondary school, college or university via hello@wavesleuven.be. The proof must clearly state the current academic year.

B. Annual renewal

Student status expires annually on 1 September. To continue benefiting from the student discount, students must provide new enrolment proof for the upcoming academic year.

C. Age limit

Student passes are only available to students up to and including 24 years old.

D. Validity

The Student Mat Pilates Pass is valid for 3 months from the purchase date. Unused sessions automatically expire after this period and cannot be refunded or transferred.

Policy for Polestar students – 10% discount on group classes – terms

A. Who is eligible?

All students enrolled in a Polestar Pilates Mat or Comprehensive training programme.

B. Duration of the discount

  • The discount is valid from the start of your Polestar pathway until the year following completion of your M6 (Comprehensive programme) or M2 (Mat programme).
  • The discount automatically expires on 31 December of the relevant year.

C. How to activate the discount?

  • Send an e-mail to hello@wavesleuven.be with proof of enrolment.
  • After verification you will receive a personal discount code, and a Polestar student tag will be added to your profile.
  • This code entitles you to 10% off all group classes at Waves.

D. Extending the discount

  • The discount expires annually on 31 December.
  • Would you like to use the discount again the following year? Request a new code by sending an e-mail to hello@wavesleuven.be.

Crossuite – Health: Physiotherapy, Osteopathy, PMT

1. Cancellations

Appointments between therapist and client must always be cancelled at least 24 hours prior to the appointment time. This ensures that available treatment slots are used optimally and the therapist’s time is respected. If cancelled within 24 hours, the session will be charged in full at the next appointment. Cancellations can be communicated via our general number 016/58.04.14 or via hello@wavesleuven.be.

Foundations Programme

1. Scope

These terms apply to participation in the Foundations Programme (nutrition and movement coaching) via a monthly subscription. By enrolling you agree to these terms.

2. Plans & Term

  • Choice of 2 plans:
    • Basic: €177/month
    • Extensive: €249/month
  • Fixed initial term: 12 months.

3. Start, Renewal & Cancellation

  • The subscription starts on the agreed start date and runs for exactly 12 months.
  • After this period, the subscription is tacitly renewed on a monthly basis.
  • Cancellation after the initial 12 months: possible monthly, provided written notice via e-mail to hello@wavesleuven.be is given at least 5 days before the next renewal date.
  • Early termination during the first 12 months is not possible, except for the exceptions under clause 7.

4. Payment

  • Monthly by bank transfer or direct debit (SEPA).
  • Late payment: administrative fee of €15 per reminder.
  • In case of persistent non-payment, access to sessions may be temporarily blocked until outstanding amounts have been settled.

5. Pauses (temporary suspension)

  • Requests: in writing by e-mail at least 7 days in advance.
  • Minimum duration: 14 consecutive days.
  • A pause does not automatically change the overall end date. Only when explicitly confirmed in writing will the end date be extended by the pause duration.

6. Booking & cancelling sessions

  • Group sessions: cancel yourself via Bsport >12 hours before the start.
  • Private sessions: cancel >24 hours before the start.
  • In case of late cancellation/no-show, the session will be charged or deducted from the pass.
  • For repeated late cancellations (more than twice per month): €10 administrative fee on the internal Bsport account.

7. Exceptional early termination (within 12 months)

Early termination is only permitted for valid reasons, supported by evidence:

  • Medical necessity preventing further participation (with valid certificate).
  • Relocation beyond a 30 km radius of Leuven.
  • Other exceptional circumstances, at the discretion of Waves Leuven. If approved, a notice period of 1 month applies from the confirmation date.

8. Refunds & administration

  • No refunds for unused sessions or months within the first 12 months.
  • Refund requests due to user error (e.g. duplicate purchase) may be granted, if allowed, subject to a €15 administrative fee.

9. Liability & health

  • Participation is at your own responsibility. Waves Leuven is not liable for injuries or health issues beyond its reasonable control.
  • Participants declare they are in sufficient health and will proactively report relevant medical information to their coach/therapist.

10. Privacy (GDPR)

Personal data are processed in accordance with the GDPR and used solely for the execution of the programme and related services. Please consult our Privacy Notice (on request or via our website) for your rights and details regarding retention periods, processors and data access.

11. Governing law & disputes

  • Belgian law applies.
  • Disputes fall under the jurisdiction of the competent courts in Leuven.

Insurance Policy

Bsport – Pilates & Clinical Gym

  • All participants of group- and individual Pilates and Clinical Gym sessions at Waves are insured by KBC Insurance in case of injury during these classes. In case of clear malpractice or -judgment of the instructor, leading to the participants injury, the instructors’ Occupational insurance is held liable for the costs of the injury.

Crossuite – Health: Physiotherapy, Osteopathy, PMT

  • All clients are insured by the Occupational insurance of their specific therapist during their treatment session at the Waves clinic. These insurances cover injury that occur due to any clear malpractice or -judgment of their respective therapist. Injuries that might arise due to coincidence or bad luck during their treatment session, are insured by the Waves KBC insurance as stated in the section above.
  • All Belgian therapists have a legal and ethical obligation to provide their best possible care to every individual client. This however does not result in a guarantee of therapy success.

In case of an injury Waves will take the following steps:

At the time of injury

  1. The client is tended to by the Waves personnel in order to maximise comfort of the client.
  2. The necessary steps are taken to initiate the further care of the client. Family will be informed and ambulance will be called if necessary by Waves personnel.
  3. A injury report will be written by Waves personnel so that the exact details of the injury are noted down for the clients’ health insurance and the KBC insurance of Waves.

After the injury

  1. The client is asked to send it’s relevant information through to hello@waveleuven.be in order for Waves to file the insurance report
  2. The injury report and clients details are send through to KBC insurance.
  3. All further steps and communications run through the hello@wavesleuven.be channel

 

 

These Policies have been revised last on 16/01/2025.