C A N C E L L A T I O N P O L I C Y
Please be mindful that we have a class cancellation policy in place at Inna Essence. It is each clients’ responsibility to carefully read this policy and if you have any questions please ask Andrea & Anna.
To avoid a Late Cancellation fee of $5, a minimum 8 hours notice is required to cancel your class/booking; you can do so by logging into your Inna Essence app and cancelling your booking. For clients on a membership, a Late Cancellation will incur a $5 fee, and for clients who have purchased a casual or multi class pack you will forfeit that session if you Late Cancel.
This same policy applies to our early morning sessions. At least 8 hours must be given, however please be mindful to cancel the night before prior to 8pm so that someone on the waitlist may be added to the class instead. Please don’t late cancel right before an early morning class when it is really difficult to then give enough notice to someone on the waitlist. Please read below for more details.
No-Shows for a class will incur a $10 fee on each occasion.
S T U D I O C L A S S C A N C E L L A T I O N P O L I C Y
Inna Essence reserves the right to cancel any scheduled class within 8 hours of its commencement time for any reason. A class may be cancelled when minimum attendance is not met:
- Reformer Class minimum is 2 people
- Any Floor Class (Mat Pilates, Yoga, Barre) minimum is 3 people
- Online/LIVE Streaming Class will be cancelled if its corresponding in-studio class has been cancelled
When a class is cancelled, our administrative team will send a text message and email to the affected members.
B O O K I N G S
- You can book into a class up to 30 minutes prior to the start of the session. After this, booking closes off.
- Clients may attend a maximum of 3 classes per day. This may be a combo of 1 x Reformer and 2 x Group classes or 3 x Group classes in a day.
- The Inna Essence app allows you to book up to 2 weeks in advance.
- Group classes require a minimum of 3 people to go ahead. If by 2 hours before a class commences there are less than 3 people booked in the class will be cancelled. Reformer sessions require a minimum of 2 people.
E T I Q U E T T E
- Clients cannot arrive late for classes. Our team will close the door 5 minutes after the session commences.
- If you arrive early for your session and the studio door is closed, please do not knock. Another class will be in progress. The door will be opened by the instructor to invite you into the studio.
- Please no talking during classes, as this becomes very distracting for other clients and instructors. Please ensure mobile phones are turned off or placed on airplane mode for the duration of class, as it helps to create a calm space for everyone.
M E M B E R S H I P H O L D / S U S P E N S I O N
- 7 days is the minimum duration a membership may be placed on hold.
- Memberships can be placed on hold for 4 weeks each year with no fee. If you wish to place your membership on hold in excess of 4 weeks, there is a $10 per week fee to maintain your current membership and secure your place at our studio.
- No membership hold fee is imposed if your suspension is due to illness, pregnancy or injury. We kindly ask that members provide a medical certificate that will be placed on your file.
- In extenuating circumstances, a membership may be placed on a long-term hold for a maximum of 12 consecutive months. Members will be contacted by phone and email prior to 12 months being reached to arrange membership recommencement. If the studio is unable to make contact with the client, the membership will be cancelled. (This may or may not incur a membership hold fee depending on the circumstances).
- Complete the online Membership Suspension request form.
M E M B E R S H I P C A N C E L L A T I O N
If you need to cancel your membership, complete the online Membership Cancellation Request form. 4 weeks notice is required.
W A I T L I S T S
If a class you are trying to book into is full, you may join the waitlist and as soon as someone cancels you will be notified via email if you wish to accept your promotion off the waitlist into the class. If you are on the waitlist and can no longer attend the class you must take yourself off the waitlist so that the next person may be added instead.
Remember for early morning classes, you may be added throughout the night if someone cancels late the night before. Be sure to take yourself off the waitlist the night before if you don’t want this to happen, or set your alarm as if you were going to the class and check first thing in the morning.
HOW DOES THE WAITLIST WORK?
If a class is full and you would like to be added to the wait list, click on “Waitlist!” and a new window will pop up asking if you want to be added to the wait list. Click “Complete” if you do. You can see your wait list schedule on your schedule tab, and you can also cancel your waitlist class from this screen.
The waitlist is an automatic process where if someone cancels more than 8 hours prior to the start of class, and you are on the waitlist, you will receive an email asking for your to accept your promotion into the class. Since we allow clients to book well in advance, the likelihood of someone cancelling is very high, and if you are on waitlist, assume you are getting in. That means planning ahead and making sure you are ready to attend.
Be mindful, if you add to an early 5:30am or 6am waitlist, someone could cancel at 11pm or even 1am for 6:30am classes, and since for that client it is an early cancel (more than 8 hours before the class) this will trigger the waitlist to send you the ‘Promotion off Waitlist’ email.
We recommend that clients on an early morning waitlist set their alarms as if they have a confirmed spot, log into the system in the morning, and check if they got in. If you did get in, head into the studio for your shake, sweat and burn. If you didn’t, go back to bed or get an early start on the day.
An email and/or text message is generated automatically when the waitlist is triggered and someone has the opportunity to be promoted into a session. Please be mindful when setting your profile preferences because if you have opted out of notifications, you will NOT receive these waitlist confirmation emails or text messages. We strongly suggest selecting “email and text messages” for notification preferences to ensure you receive both the text message and email.
If someone late cancels (cancels less than 8 hours before the start of the class), the waitlist will not automatically move you in. If we see you on the waitlist, we will try to text to see if you are still keen. You are more than welcome to log in and manually book that class yourself. An example of this would be: you are on the waitlist for 6:15am, someone late cancels at 5:00am. You wake up and log into your account to see if you were added from the waitlist and see that you were not since it was a late cancel and can then manually book the class.
By signing up for the waitlist you agree to the following terms:
1) It is your responsibility to check to see if you made it into the class by logging into your account at least 8 hours before the start of the class.
2) If you no show or late cancel that waitlist confirmed spot, you will be processed the same way as if this was a regularly booked spot.
3) If you no longer wish to possibly attend the class, you need to remove yourself from the waitlist, prior to 8 hours, to ensure you will not be moved in. There are many times several people are on a waitlist, so please be mindful that someone else might want that spot.
Privacy Disclosure Statement
At Inna Essence, your trust matters to us. We are committed to protecting your privacy and handling your personal information with care, respect and transparency. This statement explains what information we collect, how we use it, who we share it with, and the choices you have. It applies to everyone who visits our studio in Underwood, uses our website and app, attends our classes, events, retreats or treatment rooms, shops with us, or takes part in our online platform, The Library.
We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), including the strengthened privacy protections being introduced in 2026. As an AUSactive Business Member (Service Provider Number 242716), we are also committed to the standards of professional conduct expected within our industry.
Who we are
Inna Essence is a Pilates, yoga and wellness studio co-owned by Andrea and Anna, located at Level 1, 3245 Logan Road, Underwood, Queensland. In this statement, “Inna Essence”, “we”, “us” and “our” refer to our business and the people who run it. “You” and “your” refer to you, our client, prospective client, or website visitor.
The information we collect
Depending on how you interact with us, the personal information we collect may include:
- Contact and identity details – your name, email address, phone number, and emergency contact information.
- Booking and account information – your class bookings, attendance history, memberships, class packs, waitlist activity and preferences, managed through our booking system.
- Payment information – details needed to process payments for memberships, classes, products and services. Card payments are handled securely by our payment and booking providers; we do not store your full card details ourselves.
- Health and wellbeing information – information you choose to share about injuries, pregnancy, medical conditions or physical limitations so we can keep you safe in class, as well as any medical certificate you provide to support a membership hold. Health information is “sensitive information” under the Privacy Act and is given extra protection.
- Communication preferences – your notification settings (such as email and text message preferences) and whether you have subscribed to our mailing list.
- Website and app usage – information collected automatically when you use our website, such as your IP address, device and browser type, and browsing activity, gathered through cookies and similar technologies (including the Meta Pixel).
- Other information you provide – enquiries, feedback, reviews, testimonials, survey responses, and any information you share when you contact us or interact with us on social media.
We aim to collect only the information we genuinely need to run our studio, provide our services and keep you safe – nothing more.
How we collect your information
We collect personal information in a number of ways, including when you:
- Create an account or book through our app or website;
- Purchase a membership, class pack, product, course, event or retreat;
- Sign up to our mailing list or fill in a form on our website;
- Attend a class, session or treatment and complete a health or intake form;
- Email, call or message us, including through our Facebook page or members’ group;
- Submit a membership suspension or cancellation request.
Where it is reasonable and practical, we collect personal information directly from you. Sometimes we may collect it from a third party – for example, our booking platform – acting on your behalf or with your consent.
Why we collect and use your information
We use your personal information to:
- Manage your bookings, memberships, waitlists and account;
- Process payments and keep accurate financial records;
- Provide our classes, sessions, treatments, events, retreats and online content safely and tailor them to your needs;
- Send you booking confirmations, waitlist notifications, cancellation notices and other service messages;
- Respond to your enquiries, feedback and requests;
- Send you news, offers and updates about Inna Essence – only where you have subscribed or would reasonably expect to hear from us, and you can opt out at any time;
- Maintain the safety and wellbeing of our clients and team, including responding to injuries or emergencies;
- Improve our services, website and studio experience;
- Meet our legal, insurance and industry obligations.
We will only collect sensitive information, such as health information, with your consent and where it is reasonably necessary for our services – for example, to keep you safe during physical activity or to support a membership hold.
Who we share your information with
We do not sell your personal information. We only share it where necessary to run our business and provide our services to you. This may include:
- Service providers – trusted third parties who help us operate, such as our booking and membership platform (WellnessLiving), payment processors, email and marketing tools, IT and website providers, and our accounting and administration support.
- Our instructors and team – so they can deliver your classes and sessions safely and support your wellbeing.
- Legal and regulatory bodies – where we are required or permitted by law to disclose information.
Some of our service providers may store or process data on servers located overseas. Where this happens, we take reasonable steps to ensure your information is handled in line with the Australian Privacy Principles.
Cookies and our website
Our website uses cookies and similar technologies to help it function, remember your preferences, understand how the site is used, and support our marketing (including the Meta Pixel). You can manage your cookie preferences through the consent banner on our website or through your browser settings. Declining some cookies may affect how parts of the website work.
How we protect your information
We take reasonable steps to keep your personal information secure and to protect it from misuse, loss, unauthorised access, modification or disclosure. This includes physical, electronic and procedural safeguards – such as using secure, reputable systems, strong passwords and multi-factor authentication, keeping our software up to date, and limiting access to client information to those who need it to do their job. While we work hard to protect your information, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.
How long we keep your information
We keep your personal information only for as long as we need it for the purposes described in this statement, or as required by law (for example, to meet tax, insurance or record-keeping obligations). When we no longer need it, we take reasonable steps to securely destroy or de-identify it.
If there is a data breach
If we ever become aware of a data breach involving your personal information, we will act quickly to contain it, assess what has happened, and reduce any risk of harm.
Where a breach is likely to result in serious harm, we will notify the affected clients and the Office of the Australian Information Commissioner (OAIC) in line with the Notifiable Data Breaches scheme. We will also let you know what we are doing about it and any steps you can take to protect yourself.
Your rights and choices
You have the right to:
- Ask what personal information we hold about you and request access to it;
- Ask us to correct information that is inaccurate, out of date or incomplete;
- Opt out of marketing communications at any time, using the unsubscribe link in our emails or by contacting us;
- Update your notification and communication preferences in your account or app;
- Make a complaint if you believe we have mishandled your information.
To make a request, please contact us using the details below. We may need to verify your identity before acting on your request. There is generally no charge for making a request, and we will respond within a reasonable time.
Making a complaint
If you have a concern about how we have handled your personal information, please contact us first so we can try to put things right. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
Changes to this statement
We may update this Privacy Disclosure Statement from time to time to reflect changes in our practices or legal obligations. The current version will always be available on our website, with the date it was last updated shown at the top.
How to contact us
If you have any questions about this statement or the way we handle your personal information, please get in touch:
Inna Essence
Level 1, 3245 Logan Road, Underwood QLD
Email: hello@innaessence.com
Phone: 0468 446 444
E N Q U I R I E S
Please send us an email directly to hello@innaessence.com or call us on 0468 446 444 and we will return your enquiry as soon as we possibly can.
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