BOOKING WAITLIST & CANCELLATION POLICY
We know life can be unpredictable. That’s why we’ve created a cancellation policy that’s clear, fair, and gives everyone the best chance to move, reset, and show up for themselves while respecting the energy of the space and those around them.
To reschedule or cancel your session, please note:
Cancellation Windows
· Morning Classes (before 12pm): Cancelation window is 10 hours. This ensures those on the waitlist have time to plan and attend.
· Afternoon & Evening Classes (12pm onward): Cancel at least 6 hours before class starts.
Late Cancellations
· Any cancellation made after the cut-off window is considered a late cancel and will incur a $5 late cancellation fee.
· However, if your spot is filled by another member (via the waitlist), no fee will be charged. That’s the beauty of community.
No-Shows
If you fail to show up and do not cancel your class, you will not be charged a fee but the class will be forfeited. If you are on an unlimited membership, you will be charged a $5 fee. We value respect and communication & expect it from our members
How to Cancel
All class changes or cancellations must be made via your Mindbody account.
Cancellations will not be accepted via phone, text, email or social media - we love you, but we have to keep it streamlined. (With the exception of emergencies)
Waitlists
· If a class is full, you may join the waitlist. If a spot opens up, you will be automatically enrolled up to 1 hour before the class starts.
· You are responsible for monitoring your schedule and removing yourself from the waitlist if you can no longer attend. If you’re auto-added and don’t show up, standard no-show fees apply.
Why it matters:
Your spot is valuable - every space at Sol is intentionally limited to create a personal, nurturing experience. Late changes impact others hoping to attend.
MEMBERSHIP TERMS AND CONDITIONS
Membership Commitment
Welcome to Sol.
Our membership is designed for those who are all in. Ready to commit to themselves in the way we’re committed to you. When you sign up, you're not just joining a studio, you’re choosing to prioritise yourself in a space that was built to meet you there.
Sol Haven memberships are structured with intention - to deliver real results, holistic support and a consistent rhythm for your wellness journey.
· Each membership is a fixed term contract.
· Your inclusions are clearly outlined upon sign-up and are non-transferable and non-shareable.
· It cannot be cancelled early, except in exceptional circumstances (see below).
· Memberships do not automatically renew at the end of the contract period.
· There is a 7-day cooling-off period from your sign-up date during which you can cancel for any reason.
· Memberships are charged via automatic payment in accordance with your billing cycle.
· If a payment is declined, we will notify you to provide updated payment details. If unresolved, access may be paused until payment is received.
Pausing Your Membership
We understand that life moves in seasons and your wellness rhythm might, too. That’s why we offer flexible pause options, while still maintaining the integrity of our membership agreements.
· You may pause your membership for up to 4 weeks per year, in 1-week blocks.
· Your pause allocation is relevant to the term of your membership i.e a 3 month membership is allocated 1 week to pause, 6 months is allocate 2 weeks.
· These pauses can be taken back-to-back or spread out over time, as long as the
total does not exceed 4 weeks annually.
· To pause, simply provide 7 days’ notice in writing.
· Any pause time will be added to the end of your contract. (E.g., a 3-week pause = 12-month membership + 3 weeks.)
· No medical certificate is required just communication and notice.
Exceptions to Early Termination
While we honour commitment, we also understand life. In cases of:
· Medical incapacity (with supporting documentation)
· Relocation more than 40km from Sol Haven
· Or other unforeseen, significant events
…we may offer an early release or credit at our discretion. We’re human - reach out and we’ll talk.
Ending Your Membership at Completion
· Your membership will automatically end at the completion of your agreed contract term (e.g., 12 months or 6 months, depending on your membership type).
· There is no automatic renewal.
If you wish to continue or upgrade, we’d love to keep supporting you, just reach out before your final billing date to secure your spot.
PRICING AND FOUNDERS RATE POLICY
We’re committed to delivering exceptional value and continually evolving our offerings to meet your needs. To ensure we can do that sustainably, here’s what you need to know about pricing.
Membership Price Adjustments
· Sol Haven reserves the right to adjust membership pricing at any time.
· However, any price increase will not affect existing contracts. Your agreed rate is locked in for the duration of your membership term.
· If you choose to renew or start a new membership after your contract ends, the current rates at that time will apply.
Founders Rate
· Founders pricing is a one-time exclusive rate, offered as a thank you to those who joined us at the beginning.
· Founders rates only apply to your initial membership contract. If you renew or sign up again after your term ends, standard membership pricing will apply.
REFUND POLICY
Because your wellbeing is our priority, we focus on forward momentum - not backtracking payments.
We do not offer refunds for:
- Change of mind
- Missed sessions
- Partially used packages
However, we’re always here for a conversation. If there’s a personal or medical reason affecting your ability to attend, reach out to our team - we’ll explore a fair solution together.
Retail items may be exchanged within 14 days if unopened and in original condition.
CLASS ACCESS AND BOOKING LIMITS
At Sol, we value quality over quantity - presence over pressure. Our membership model is designed to help you build consistency without overwhelm, while also keeping class availability open and accessible for our entire community.
Daily Booking Limit
· All memberships are limited to one class per day, across all formats (Reformer, Mat, Yoga, Sound, or Breathwork).
· This helps us create fair access and supports our members in moving with intention, not exhaustion.
Unused Classes
· If your membership includes a set number of classes per week (e.g. Essentials, Off Duty Mini), any unused classes will expire at the end of your weekly billing period.
· Classes do not roll over or accumulate - your membership is designed to support regular, ongoing rhythm.
STUDIO ETIQUETTE
We’re building something beautiful together. To keep the vibe high, here’s how we move through Sol:
· Arrive 5 minutes early to settle in and honour the group rhythm. Late arrivals over 15 minutes will not be permitted into class for your own safety (its too far in to catch up
· Phones on silent or away during class- this is your time.
· We don’t mind if you film but you must not post anyone else in frame without their permission or knowledge - faces must be blurred. Anyone found to be breaching this policy will get one chance, a second breach will result in your membership being revoked.
· Grip socks are required for all reformer classes (available in-studio).
· Please wipe down your equipment after class - we’ll provide the essentials.
· Be kind, inclusive, and respectful - we rise together.
HEALTH AND SAFETY
Your wellbeing is everything to us. We ask that all clients:
· Complete a new client form and health intake before their first session.
· Notify us of any changes to your health, pregnancy, or medications.
· Only attend if feeling well - please reschedule if unwell, no questions asked.
· Arrive with GP clearance for specific treatments if required (e.g. postnatal, IV therapy, certain conditions).
· We reserve the right to postpone or refuse treatment or class attendance if it may risk your health or others’.
SOL HAVEN PRIVACY POLICY
At Sol Haven, your privacy isn’t just a formality - it’s part of the trust we build with every session, every treatment, every moment in our space.
We are committed to protecting your personal information, especially the health and medical details you share with us in confidence.
What We Collect
We collect personal information that allows us to support your wellness journey safely and effectively, including:
· Name, date of birth and contact details
· Emergency contact information
· Health history and medical conditions (via intake forms or consultations)
· Practitioner notes and treatment plans
· Payment details and booking history
· Preferences (e.g. class types, practitioner choices)
How We Use Your Information
Your information is used to:
· Deliver safe, personalised services and treatments
· Record clinical notes and progress where relevant
· Book, manage, and follow up on appointments or memberships
· Contact you regarding your sessions, health forms, or studio updates
· Comply with any regulatory or health standards, if required
We do not sell or rent your data. Ever.
How We Store Your Information
· Client information is stored securely via our booking platform and encrypted clinical systems
· Health records are only accessible to your treating practitioner or relevant internal team (e.g. our clinical director or front desk for booking-related use)
· We take reasonable steps to protect your data from misuse, interference, loss, unauthorised access, modification or disclosure
Consent & Control
By attending Sol Haven, booking a service, or completing a health form, you consent to us collecting and storing your personal and health information as outlined here.
You can:
· Request access to your personal information at any time
· Ask us to update or correct your records
· Withdraw your consent (understanding this may limit our ability to treat you)
To make a request, email us at: info@solhaven.com.au
Disclosure of Information
We will only share your information:
· With your explicit consent
· When required by law (e.g. a court subpoena or public health directive)
· In an emergency where there is a risk to your health or safety
Cookies & Online Data
Our website may use cookies to help personalise your experience or remember your preferences. You can disable cookies via your browser if preferred.
Updates to This Policy
This Privacy Policy may be updated occasionally to reflect changes in our practice or the law. We’ll always notify you of significant updates via email or on our website.
Last updated: 7th July 2025
RESPECT, COMMUNITY and CONDUCT
At Sol Haven, we are deeply committed to creating a space that feels safe, sacred, and supportive — for every member, every practitioner, and every guest. This is more than a studio. It’s a sanctuary. And that only works when everyone who steps through our doors honours that intention.
Our Commitment
We hold ourselves to the highest standard of care, and we ask the same of our members. That means showing up with kindness, respect, and compassion - for our staff, for each other, and for the space itself.
Breaches of Conduct
Sol Haven reserves the right to pause or terminate a membership - without refund - in cases of:
· Aggressive, abusive, or inappropriate behaviour toward staff or other members
· Repeated violation of our booking, cancellation, or usage policies
· Actions that disrupt the wellbeing of our community or space
Our Open-Door Policy
That said, we’re also human. We know that hard seasons happen, and not everyone feels like their best self all the time. If you’re struggling - mentally, emotionally, or physically - we encourage you to speak to us. We’ll always do our best to support you through it. But support is a two-way street. We’ll walk with you, but you have to be willing to meet us halfway.
Cancellation Policy – Appointments & Services
We see you, care for you, and plan for you.
Every service at Sol is thoughtfully prepared - your practitioner has set aside time, tailored your treatment and created space just for you.
To honour their time and yours, we ask for a minimum of 24 hours’ notice for all appointment cancellations or reschedules.
Cancellations made within 24 hours will incur a 50% fee.
No-shows will be charged the full service fee.
We understand that sometimes, life happens. If something unexpected comes up, please reach out—we’ll always do our best to support you. But respecting this policy allows our small team to show up for everyone with care, presence, and integrity.
Final Note
By signing up for a Sol Haven membership, you agree to the terms outlined above. We’re honoured to be part of your journey and deeply committed to offering you an experience that nourishes your body, balances your nervous system, and brings you home to yourself.
Let’s move, breathe, and grow - together.
Health 7