Terms & Conditions
Last Updated: February 2026
1. 12-Hour Cancellation Policy
To respect our practitioners and ensure our community has access to every available spot, we enforce a 12-hour cancellation window. Any cancellation made within 12 hours of the start time, any arrival more than 5 minutes late, or a 'No-Show' is considered a Late Cancel and is charged as follows:
The Studio:Package holders forfeit one class credit. Unlimited Members are charged a $10 fee to the card on file.
The Clinic:The full amount of the scheduled service will be charged.
Exceptions:We understand that emergencies occur. The following exceptions may apply at management's discretion: medical emergencies (with appropriate documentation), severe weather conditions, or bereavement. Please note that work-related conflicts, transportation issues, or other personal scheduling conflicts do not qualify as emergencies.
2. The 5-Minute Grace Period
To ensure the safety of our clients and the integrity of our sessions, we enforce a strict 5-minute grace period.
The Studio:Arriving more than 5 minutes late means you have missed the essential warm-up. For your safety and to avoid disrupting the flow, entry will not be permitted and is treated as a Late Cancel.
The Clinic:Late arrivals eat into the time allotted for the next client. If you are more than 5 minutes late, your appointment is forfeited and charged as a Late Cancel.
3. Studio & Clinic Etiquette
(House Rules)
Conduct:We are a sanctuary of respect. We require all clients to be respectful of staff and other community members. Disruptive behavior, harassment, or inappropriate language will result in immediate removal and/or termination of membership.
Hygiene & Attire:Please arrive in appropriate, comfortable athletic attire. For Reformer classes, grip socks are required for safety and hygiene.
Personal Belongings:While we provide designated areas for your items, Willow is not responsible for lost or stolen belongings. Please leave valuables at home or in your car.
Quiet Atmosphere:We ask that you respect the peaceful environment of the Centre by silencing phones and keeping conversations low in the clinic and studio common areas.
4. Purchase & Refund Policy
Final Sale:All sales (services, memberships, packages, and gift certificates) are final. We do not offer refunds to the original form of payment.
Willow Credit:If you find that a service or package no longer fits your needs, we are happy to issue Willow Credit to your account for the remaining value. This credit is non-transferable and can be used toward any other studio, clinic, or health bar service.
Retail:Unopened products may be exchanged within 14 days with a receipt. Defective products will be replaced or refunded if reported within 14 days.
5. Packages & Memberships
Schedule & Pricing:As we grow and evolve, our schedule and pricing are subject to change. We recommend checking the live schedule on our app/site for the most up-to-date info. We reserve the right to change instructors or practitioners as needed, or cancel classes or appointments due to low enrollment or unforeseen circumstances.
Package Expirations:Our packages have firm expiration dates to keep you consistent. 5-Class: 4 months, 10-Class: 6 months, 15-class: 12 months.
Extensions:We offer a one-time extension of class packages for documented medical emergencies or personal grievances.
Auto-Renew:Our Annual Unlimited Memberships auto-renew monthly. Cancellation requires 30 days' written notice.
Membership Holds:Unlimited Memberships may be placed on hold for a minimum of 14 days and a maximum of 30 days, once per calendar year, with 7 days' written notice.
Gift Certificates:Valid for a minimum of 1 year from purchase. Non-refundable and cannot be redeemed for cash. Lost certificates cannot be replaced without proof of purchase.
6. Privacy, Data Security & Legal
Your Privacy:We respect your personal information. It is used solely for safe service delivery, account management, and Willow communications. We do not sell, rent, or trade your data to third parties.
Data Security:We use Arketa for secure, encrypted payment processing and Google Analytics (anonymized) to improve our website experience.
Health Records:In accordance with Quebec professional standards, all health and treatment records are securely maintained for a minimum of 7 years.
Minors:For clients under 14 years of age, we require the explicit consent of a parent or legal guardian for all services and data collection.
Your Rights:You have the right to access your personal information or request corrections at any time by contacting us at info@centrewillow.com.
Safety & Liability:By booking a session, you confirm you are in good health and have been cleared by a physician for physical activity. You voluntarily assume all risks associated with movement and clinical treatments and waive any claims against Willow Wellness Centre and its staff for injuries or loss sustained on-site.
Governing Law:This policy is subject to the Quebec Consumer Protection Act and the laws of the Province of Quebec. Any disputes shall be subject to the exclusive jurisdiction of the courts of Quebec.
Language:In the event of any discrepancy between the English and French versions of these terms, the English version shall prevail.
Questions?
If you have any questions about these terms, please contact us at info@centrewillow.com