Terms and Conditions
1) Interpretations
In these Terms and Conditions the following definitions apply:
“Activities” means all Pilates and/or Yoga classes, sessions, events, workshops, programmes, private sessions, consultations, and other services provided by the Company, in person or online.
“Client” means any person who has created an account with the Company on the Website (defined below) or through the in2 app or has (at their request) had an account created on their behalf by the Company, and whose in2 account has been connected to the Company’s account such that they appear as a “client” on the Company’s online system.
“Company” means Silent House SPC (CR 1566770) trading as Pilates House, including its owners, directors, shareholders, officers, employees, instructors, contractors, agents and representatives.
“in2 app” means the mobile and web-based application owned and operated by in2, including all associated software, platforms, services, and functionalities made available thereon, through which Clients may register for, purchase, schedule, and/or manage classes, memberships, and related services offered by the Company.
“Mandarin Oriental” means the Mandarin Oriental hotel in Muscat, Oman.
“Online Activity” means any Activity that is delivered remotely via video communication platforms (live or otherwise).
“Privacy Policy” means the Company’s privacy policy, as amended from time to time.
“Studio” means the Pilates studio operated by the Company in the Jawharat Al Shatti complex.
“Terms and Conditions” means these terms and conditions, as amended from time to time.
“Unlimited Membership” means any membership package advertised on the Website or the in2 app which, once purchased, grants the purchasing Client unlimited access to eligible group classes run by the Company at the Studio and the Mandarin Oriental during the applicable membership period.
“Website” means www.pilateshouse-om.com and any sub-domain of such Website.
References in the Terms and Conditions to the singular will include the plural and vice versa and references to the masculine gender will include references to the feminine gender.
These Terms and Conditions, together with the Company’s Privacy Policy and any waiver or health declaration executed by the Client, constitute the entire agreement between the Company and the Client.
If a provision of these Terms and Conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect.
The Company reserves the right to amend these Terms and Conditions from time to time. Any such amendments shall take effect upon publication or notification to Clients. A Client’s continued attendance of Activities run by the Company or use of services offered by the Company constitutes acceptance of the Terms and Conditions by such Client.
The Client acknowledges that they have not relied on any representation, statement, or promise not expressly set out in these Terms and Conditions.
Nothing in these Terms and Conditions shall limit or exclude any statutory rights of the Client under the laws of the Sultanate of Oman, including applicable consumer protection legislation.
2) Acceptance of Terms
By becoming a Client, booking, attending, or participating in any Activity, or attending the Studio, the Client agrees to be legally bound by these Terms and Conditions and any related waivers or declarations.
3) Registration and Client Acceptance
Before booking and/or attending any Activity, a person must become a Client.
To become a Client, a person must: (a) create an account with the Company via the Website or in2 app or (at their request) have an account created on their behalf by the Company; and (b) connect their in2 account with the Company’s account such that they appear as a “client” on the Company’s online system.
The Company, in its sole and absolute discretion, may decide whether or not to accept a person as a Client.
The Company reserves the right to cancel, terminate or suspend any Client's account, membership, or package, expel any Client from the Studio or any Online Activity, refuse entry of any Client to the Studio or any Activity run at the Mandarin Oriental, or remove any Client from Activities for safety, operational, behavioural, misconduct or compliance reasons as it, in its sole and absolute discretion, may see fit.
Where termination or suspension results from the Client’s breach of these Terms and Conditions, misconduct, or safety violations, no refund shall be due.
Where termination occurs for operational or discretionary reasons unrelated to breach by the Client, the Company shall refund any unused prepaid fees on a pro-rata basis.
4) Booking and Payment
All Activities must be booked and paid for in advance through the online booking system on the Website or the in2 app.
All payments must be made via credit card, debit card, bank transfer or cash (if at the Studio) and are non-refundable except as expressly provided in these Terms and Conditions or where required by applicable law.
It is the Client’s responsibility to make sure that they have made the required booking and submitted payment correctly before attending an Activity.
A Client’s booking shall not be deemed complete until they have received a booking confirmation via email from the Company. If no booking confirmation is received by the Client, the Client should contact the Company as soon as possible using the methods set out on the "Contact us" page of the Website.
Class packs are available for purchase on the Website and the in2 app. Each class pack contains a certain number of credits, as set out below, which can be redeemed when attending Activities at the Studio or the Mandarin Oriental (one credit can be used for one booking). Please note that each class pack will expire after a set amount of time following their purchase, as set out below. Once expired, any unused credits in the pack will be cancelled.
Pack - Credits - Expiry
Welcome Pack - 3 classes - 1 month
1 Class Pack - 1 class - 1 month
5 Class Pack - 5 classes - 2 months
10 Class Pack - 10 classes - 6 months
20 Class Pack - 20 classes - 12 months
Men’s Welcome Pack - 3 classes - 1 month
Men’s 1 Class Pack - 1 class - 1 month
Men’s 5 Class Pack - 5 classes - 2 months
Men’s 10 Class Pack - 10 classes - 6 months
Men’s 20 Class Pack - 20 classes - 12 months
Welcome packs are limited to one per Client.
Unlimited Membership is also available for purchase on the Website and the in2 app. Unlimited Membership will run for either 1 month, 3 months, 6 months or 12 months from the purchase date (each a “Membership Period”) depending on the membership fee paid by the Client. During the applicable Membership Period, a Client (who has purchased an Unlimited Membership and whose Unlimited Membership has not expired, been terminated or been revoked) will be permitted to attend any Signature Pilates, Power Yoga and Recovery & Release Yoga classes (as described on the Website) at the Studio or the Mandarin Oriental at no extra charge.
Unlimited Membership does not permit a Client to attend Events (defined below), private classes, duo classes, private group classes or Online Activities at no extra charge.
Only the Client whose account has been credited with the Unlimited Membership, and whose Unlimited Membership has not expired, been terminated or been revoked may attend classes under such Unlimited Membership. No Client may allow any other person to use their Unlimited Membership to attend a class at the Studio or the Mandarin Oriental without the Company’s express consent.
The Company reserves the right to terminate and/or revoke a Client’s Unlimited Membership with immediate effect should the applicable Client either: (a) fail to pay any membership fee payable in association with such Unlimited Membership when due and payable; or (b) fail to comply with these Terms and Conditions.
Notwithstanding any other provision of these Terms and Conditions, the Company may, in its sole discretion, permit early termination of an Unlimited Membership in exceptional circumstances, including without limitation permanent relocation outside the Sultanate of Oman, serious injury, or medical incapacity preventing participation in Activities, provided that satisfactory documentary evidence is supplied. Any approved early termination shall be subject to such administrative fees, notice periods, or pro-rata adjustments as the Company may reasonably determine.
Except as expressly set out above or required by applicable law, all Unlimited Membership fees are non-refundable.
All Unlimited Memberships are non-transferable other than with the Company’s consent.
The Company may, at its sole discretion, permit temporary suspension of an Unlimited Membership due to medical reasons, pregnancy, relocation, or other exceptional circumstances. Any request for suspension must be submitted in writing and may require supporting documentation. Approved suspension periods shall not exceed sixty (60) consecutive days unless otherwise agreed in writing. During an approved suspension, Unlimited Membership fees shall not be charged, and the Unlimited Membership term shall be extended accordingly. Suspension is a discretionary benefit and does not create a contractual right unless expressly confirmed in writing by the Company. Each Client may only temporarily suspend their Unlimited Membership once during the applicable Membership Period.
All classes at the Studio, the Mandarin Oriental or online are subject to availability and the Company does not guarantee availability at any time.
The Company offers private classes, duo classes and private group classes at the Studio, all of which need to be booked by contacting the Company using the methods set out on the "Contact us" page of the Website or at the Studio. The prices for all such private classes, duo classes and private group classes are as disclosed by the Company on the Website and on the Company’s Instagram page from time to time. Each class pack offered by the Company relating to private classes, duo classes and private group classes contains a certain number of credits, as set out on the Website and on the Company’s Instagram page, which can be redeemed when attending private classes of the applicable type at the Studio (one credit can be used for one booking). Please note that all class packs offered by the Company relating to private classes, duo classes and private group classes will expire after a set amount of time following their purchase, as set out on the Website and on the Company’s Instagram page. Once expired, any unused credits in such pack will be cancelled.
The Company may offer Activities that are not part of its regular class schedule, including without limitation workshops, retreats, intensives, special programmes, pop-ups, collaborations, and off-site events (“Events”). Unless expressly stated otherwise in writing by the Company, all bookings for Events are final, non-refundable, and non-transferable.
The Company reserves the right, in its sole and absolute discretion, to cancel, postpone, reschedule, modify, or substitute any Event, Activity, instructor, location, content, price, schedule, programme, or format, including where minimum attendance thresholds are not met, venues become unavailable, instructors become ill or unavailable, or circumstances beyond the Company’s reasonable control arise.
In the event of cancellation by the Company, the Client’s sole remedy shall be a refund or credit of fees actually paid for the applicable Event, at the Company’s discretion. The Company shall not be liable for any indirect, incidental, or consequential losses, including without limitation travel, accommodation, or opportunity costs.
5) Merchandise and Retail Sales
From time to time, the Company may sell merchandise, apparel, accessories, or other retail goods (“Products”). Title to Products shall pass to the Client upon full payment. Risk of loss shall pass to the Client upon delivery or collection of the Products, as applicable.
All Products are supplied in accordance with applicable consumer protection laws of the Sultanate of Oman.
The Company does not provide any additional contractual warranties beyond those required by law.
Where a Product is defective due to a manufacturing fault, the Client’s remedy shall be limited to repair, replacement, or refund of the purchase price, at the Company’s discretion, upon presentation of valid proof of purchase within fourteen (14) days of discovery of the defect, subject to applicable consumer protection laws.
Refunds, exchanges, or replacements for Products shall only be provided in cases of manufacturing defect or where required by applicable law, and only upon presentation of valid proof of purchase within such period as the Company may specify. The Company reserves the right to refuse returns or exchanges for worn, used, damaged, or discounted Products, except where legally required.
6) Cancellations, Refunds, Late Arrivals and No-Shows
Details of the scheduled start time of Activities are available on the Website, the in2 app or on the Company’s Instagram page. Start times of Activities may vary from time to time and the Company reserves the right to amend the scheduled start times of Activities in their sole and absolute discretion (giving the Clients booked on such Activities prior notice of such amendments).
A Client will only be eligible for a refund if they cancel their booking not less than 6 hours before the scheduled start time of the relevant Activity, as displayed on the Website, the in2 app or the Company’s Instagram page. In such circumstances, the applicable credit will be refunded to the Client’s account. Cancellations made within 6 hours of the scheduled start time of the relevant Activity will not be refunded.
All refunds of purchases made by Clients (if requested) will be affected through the original mode of payment or, should this not be possible, through such alternative means as the Company may, in its sole and absolute discretion, see fit.
A Client can cancel or reschedule a booking online (using the Website or the in2 app).
If the Company cancels an Activity, the Company will use reasonable endeavours to inform each Client who has booked the applicable Activity by email or telephone, using the contact information the Client has provided the Company with. It is the responsibility of the Client to ensure that all such contact information is kept up to date.
Each Client must ensure they arrive at the Studio or the Mandarin Oriental (as applicable), or enters the applicable video call (in the case of Online Activities), 10 minutes before the scheduled start time of the Activity they have booked and are attending, as displayed on the Website, the in2 app or the Company’s Instagram page. If a Client arrives at the Studio or the Mandarin Oriental or enters the applicable video call (as applicable) after such scheduled start time, the Company reserves the right to refuse their entry into the Studio, remove them from the applicable video call and/or refuse their attendance of the applicable Activity and to class the Client as a “no-show”.
No Client will be refunded for any Activity they attend late (i.e. after the scheduled start time of the Activity they have booked and are attending, as displayed on the Website, the in2 app or the Company’s Instagram page) or fail to attend.
If a Client with an active Unlimited Membership (that has not expired, been terminated, or revoked) arrives late to an Activity they have registered for, fails to attend such an Activity, or cancels such an Activity less than 6 hours before the Activity start time, they shall pay a late cancellation / no-show fee of OMR 5 to the Company.
Any Client who has more than OMR 15 of “no-show” or “late cancellation” fees outstanding shall be prevented from booking any further Activities until such fees have been paid to the Company in full.
A Client may reschedule an Activity they have booked through the Website or the in2 app, provided that such rescheduling is completed not less than 6 hours before the scheduled start time of the relevant Activity, as displayed on the Website, the in2 app or the Company’s Instagram page.
7) Liability
The Client acknowledges and agrees that participation in Pilates, yoga, fitness training, workshops, events, and related Activities involves inherent risks, including but not limited to physical injury, illness, aggravation of pre-existing conditions, permanent disability, or death. Such risks may arise from, without limitation, physical exertion, equipment use or malfunction, slips, falls, environmental conditions, or the acts or omissions of other participants.
The Client voluntarily, knowingly and expressly assumes full responsibility for all risks associated with participation in the Activities and accepts responsibility for ensuring that they are medically and physically fit to participate. The Client agrees to inform the Company of any medical condition, injury, or circumstance that may affect safe participation.
To the fullest extent permitted by the laws of the Sultanate of Oman, the Company shall not be liable for any loss, injury, damage, or expense arising out of or in connection with participation in the Activities, including (to the extent legally permitted) claims arising from the ordinary negligence of the Company, except where such loss is directly caused by the Company’s proven fraud, wilful misconduct, or gross negligence, or where liability cannot lawfully be excluded or limited.
Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, gross negligence, or any liability that cannot lawfully be excluded under applicable law.
The Company shall not be liable for:
(a) loss of or damage to personal property brought to the Studio or to any off-site location where Activities are conducted, including hotel or third-party premises;
(b) loss arising from reasonable changes to class schedules, instructors, equipment, or facilities;
(c) indirect or consequential loss, including loss of profits, loss of opportunity, loss of goodwill, or loss of anticipated savings, to the extent such losses are not the direct and foreseeable result of the Company’s breach of its contractual obligations.
The Company reserves the right to make reasonable alterations to the Studio, the Activities, instructors, equipment, class formats, or locations where necessary for operational, safety, or commercial reasons.
The Client acknowledges that the Company’s obligations are limited to exercising reasonable skill and care in the provision of the Activities.
Subject to the exclusions set out above and to the fullest extent permitted by applicable law, the Company’s total aggregate liability arising out of or in connection with any claim shall not exceed the total fees paid by the Client to the Company in the twelve (12) months preceding the event giving rise to the claim.
8) Third-Party Venues and Off-Site Activities
The Client acknowledges that certain Activities are conducted at third-party venues, including without limitation hotels, outdoor locations, event venues, or partner facilities (“Third-Party Venues”). The Company does not own, operate, or control such Third-Party Venues and shall not be responsible for the condition, safety, security, accessibility, or suitability of any Third-Party Venue or for the acts or omissions of any third party, including employees, contractors, agents, or invitees of such Third-Party Venues. Any claims relating solely to the condition of the premises shall be directed to the relevant Third-Party Venue operator.
Participation in Activities at Third-Party Venues is at the Client’s sole risk. To the fullest extent permitted by law, the Company shall not be liable for any injury, loss, damage, delay, cancellation, or expense arising out of or in connection with any Third-Party Venue, including without limitation those arising from defects in premises, equipment, or facilities, or the conduct of third parties.
The Client agrees to comply with all rules, policies, and instructions imposed by any Third-Party Venue and acknowledges that failure to do so may result in refusal of entry or removal without refund.
Nothing in these Terms and Conditions shall create or be deemed to create any partnership, joint venture, agency, employment, or fiduciary relationship between the Company and any Third-Party Venue.
9) Online Activities
By participating in an Online Activity, the Client acknowledges that the instructor is not physically present and that supervision is therefore limited compared to in-person sessions.
The Client is responsible for ensuring that they participate in the Online Activity in a safe and suitable environment. This includes ensuring that they have adequate space to move freely, that the area is free from hazards, and that any equipment used is appropriate and safe.
Where possible, Clients are encouraged to position their camera so that the instructor can see their body position and movement during the session. The Client acknowledges that the instructor may be unable to provide corrections or feedback where the Client is not clearly visible.
Clients are responsible for ensuring they have the necessary internet connection, device, and software required to access Online Activities. The Company shall not be responsible where a Client is unable to attend or complete a session due to technical issues on the Client’s side.
Online Activities are provided solely for the registered Client. The Client must not permit any other person to participate in the session using the same booking or connection unless expressly authorised by the Company.
The Client acknowledges that Online Activities can be provided on a ladies-only basis. By participating in an Online Activity, the Client agrees to respect and protect the privacy of all participants. The Client is responsible for ensuring that no other person can view, observe, or access the Online Activity or see other participants during the session. This includes ensuring that the Client participates in a private setting where screens, devices, or displays showing the Online Activity cannot be viewed by others. The Client must not permit any third party to observe or participate in the Online Activity and must take all reasonable steps to maintain the privacy and confidentiality of other participants.
The Company reserves the right to remove or refuse participation to any Client in an Online Activity where, in the Company’s reasonable opinion, the privacy of other participants may be compromised or where the Client is participating in an environment that does not adequately protect the ladies-only nature of the session.
10) Health Declaration and Medical Responsibility
The Client represents and warrants that they are physically and medically fit to participate in the Activities and have no condition that would make participation unsafe unless fully disclosed to the Company in writing.
The Client agrees to immediately inform the Company of any change in health status, injury, pregnancy, or medical condition. Clients are solely responsible for monitoring their own physical condition during participation in Activities and must immediately stop and inform the instructor if they experience pain, dizziness, discomfort, or unusual symptoms.
The Client acknowledges that:
(a) the Company, its instructors, contractors and employees do not provide medical advice;
(b) any guidance given by the Company, its instructors, contractors or employees is not medical advice; and
(c) participation in any Activities against medical advice is at the Client’s sole risk.
11) Compliance with Instructions and Studio Rules
Clients must comply with all safety instructions, Studio rules, and instructor guidance at all times.
Failure to comply may result in removal from class, suspension of account, or termination of membership without refund.
The Company reserves the right, in its sole discretion, to refuse entry to, remove from, or suspend or terminate the participation of any Client whose conduct is, in the Company’s reasonable opinion, unsafe, disruptive, abusive, inappropriate, discriminatory, harassing, threatening, or otherwise inconsistent with the safe and respectful operation of the Studio or any Activity, whether toward staff, instructors, other Clients, or third parties.
Any such removal, suspension, or termination may occur without refund and without prejudice to any other rights or remedies available to the Company at law.
12) Indemnity
The Client agrees to indemnify and hold harmless the Company, its instructors, contractors and employees from and against all claims, losses, liabilities, damages, costs and expenses (including legal fees) arising from:
(a) breach of these Terms and Conditions by the Client;
(b) failure of the Client to follow instructions;
(c) failure of the Client to disclose relevant medical information;
(d) misconduct or negligence of the Client; or
(e) injury or damage caused by the Client to themselves or others.
This indemnity shall not apply to the extent that loss arises from the Company’s fraud, wilful misconduct, or gross negligence.
13) Emergency Medical Treatment
The Client authorises the Company to obtain or arrange emergency medical treatment on their behalf if they become incapacitated or unable to consent and acknowledges that they remain financially responsible for any such treatment.
The Company assumes no responsibility for the quality or outcome of such treatment or for any delay in obtaining such treatment were caused by third parties.
14) Photography, Video and Media Release
The Client grants the Company a worldwide, royalty-free licence to photograph, record and film them during Activities and to use such images, recordings and materials for the Company’s legitimate business purposes, subject to applicable data protection laws and the Client’s right to withdraw consent where such processing is based on consent.
Where the Client is a Minor (defined below), such consent must be provided by the Minor’s parent or legal guardian.
The Client acknowledges that such materials may be used for the Company’s legitimate marketing and promotional purposes.
Where required by applicable data protection law, such use shall be based on the Client’s consent, which may be withdrawn by written notice to the Company. Withdrawal shall not affect prior lawful use.
Clients who do not consent must notify the Company in writing prior to participation, in which case the Company will use reasonable efforts to avoid capturing or using such Client’s likeness, without guaranteeing exclusion.
The Company does not permit photography, video recording, or audio recording during any Activity or within the Studio or the Mandarin Oriental premises without the Company’s prior express consent. The Company shall not be responsible or liable for any photography, video, or audio recording carried out by any Client or third party without such consent, and the Company does not control or monitor any such unauthorised recording.
15) Dress Code
Clients are required to wear a form of dress appropriate to the practice of fitness activities. It is recommended that Clients wear stretch pants or shorts and a T-shirt or sports top.
16) Safety and Hygiene
The Client acknowledges that participation in group activities may increase exposure to communicable diseases and voluntarily assumes such risks and agrees not to attend classes if symptomatic or medically advised to isolate.
Clients must not attend barefoot if they have contagious foot conditions such as verrucas.
Smoking is forbidden in the Studio.
17) Minors
Clients under the age of eighteen (18) years (“Minors”) may only participate in Activities with the prior written consent of a parent or legal guardian (“Guardian”). By permitting a Minor to participate, the Guardian represents and warrants that they have full legal authority to consent on the Minor’s behalf and to bind the Minor to these Terms and Conditions.
The Guardian expressly acknowledges and agrees, on behalf of themselves and the Minor, to the assumption of risk, limitation of liability, waiver, release, and indemnity provisions set out in these Terms and Conditions, and agrees, to the fullest extent permitted by applicable law, to indemnify and hold harmless the Company from and against all claims, losses, liabilities, damages, costs, and expenses arising out of or in connection with the Minor’s participation in Activities.
The Guardian authorises the Company to obtain or arrange emergency medical treatment for the Minor in the event of illness or injury and accepts full financial responsibility for any such treatment.
Minors under the age of sixteen (16) years must be accompanied by a Guardian at all times during Activities unless expressly agreed otherwise in writing by the Company.
It is the Client’s responsibility to inform the Company if they are a Minor. The Company does not routinely require Clients to provide their date of birth and may not independently verify the age of all participants. Accordingly, the Company shall not be responsible for identifying or determining whether any individual participating in Activities is a Minor. Where a Client is a Minor, it is the responsibility of the Minor and their Guardian to ensure that the Company is informed prior to participation and that any required Guardian consent is obtained.
The Guardian accepts full responsibility for the Minor’s conduct and compliance with these Terms and Conditions.
18) Intellectual Property
All content on the Website (including but not limited to text, graphics, logos, and images), Studio, marketing, programme, and instructional content remains the intellectual property of the Company and may not be reproduced, distributed, or used without the Company’s written permission.
All intellectual property rights in and to any online classes, live-streamed sessions, recorded videos, programmes, materials, instructions, choreography, and other digital content provided by the Company in connection with any Activity (the “Online Content”) shall remain the exclusive property of the Company or its licensors. Access to the Online Content is granted to the Client solely for their personal, non-commercial use. The Client must not, without the Company’s prior written consent, record, copy, reproduce, distribute, publish, transmit, broadcast, display, sell, license, or otherwise exploit any Online Content, in whole or in part, nor permit any third party to do so. The Client must not permit any other person to access or participate in Online Content using their account or access credentials.
19) Force Majeure
The Company shall not be liable for any failure or delay in the performance of its obligations where such failure or delay results from events beyond its reasonable control, including without limitation acts of God, pandemics, epidemics, government orders, regulatory restrictions, lockdowns, public health emergencies, natural disasters, fires, floods, war (whether declared or undeclared), armed conflict, military action, invasion, hostilities, riots, civil commotion, insurrection, rebellion, terrorism, civil unrest, strikes, power failures, venue closures, or failure of utilities, suppliers, or service providers (“Force Majeure Event”).
In the event of a Force Majeure Event, the Company may suspend, cancel, modify, or terminate any Activities, memberships, packages, Events, or services without liability other than as expressly provided in this Clause.
Where Activities are suspended or cancelled due to a Force Majeure Event, the Company shall use reasonable efforts to reschedule the affected Activities or provide a credit for unused prepaid Activities. Cash refunds shall not be required unless mandated by applicable law.
If a Force Majeure Event continues for a period exceeding thirty (30) consecutive days, the Company may terminate the affected membership, package, or Activity booking upon written notice. In such circumstances, the Client shall be entitled to a pro-rata credit for any unused prepaid Activities, unless otherwise prohibited by law.
20) Changes to Terms
The Company reserves the right to update or modify these Terms and Conditions from time to time. Any material amendments shall be notified to Clients by publication on the Website and/or by email, and shall take effect from the date specified in such notice.
21) Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of the Sultanate of Oman. Any disputes arising out of or related to these terms will be subject to the exclusive jurisdiction of the courts of Sultanate of Oman.