TRANSFER, CANCELLATION AND REFUND POLICY – PICO ENTERPRISES PRIVATE LIMITED

1. INTRODUCTION AND SCOPE

1.1. Applicability of these Terms:

This Transfer, Cancellation and Refund Policy (“Policy”) applies to the rescheduling, transfer and refund of sessions, packages and memberships purchased by you (“Member”) for a “PILATES & BEYOND™” studio operated by PICO Enterprises Private Limited (“Company”, “we”, “us” or “our”) or by the franchisee of the Company (“Franchisee”) through the Company’s website https://pilatesandbeyond.in (“Website”) and “Pilates & Beyond” mobile application (available on Google Play and the Apple App Store) (collectively referred to as the “Platform”).

This Policy shall be read together with the Terms of Use, Privacy Policy, Consent Notices, Form for Membership, Health Declaration and Assumption of Risk (“Form”), Legal Notice and any other terms or policies made available on the Platform. Capitalised terms used but not defined in this Policy shall have the meaning assigned to them under the Terms of Use.

1.2. Scope of this Policy:

This Policy applies only to sessions, packages and memberships purchased directly from the Company or the Franchisee for a studio. Those purchased from any third-party website, marketplace or other sales channel shall be governed by the terms and policy applicable to such channel, unless expressly stated otherwise by the Company in writing. For the avoidance of doubt, where a studio is operated by a Franchisee, the Franchisee is an independent entity responsible for the conduct of sessions at that studio. The Company shall not be liable for any act or omission of the Franchisee in the operation of the studio, and shall not be liable for any refund or other amount payable by the Company under this Policy for any act or omission directly attributable to the Franchisee.

The Company may amend this Policy by publishing the revised Policy on the Platform or by notice to you through the Company’s mobile application or by email, with effect from thirty (30) days after such notice. Amendments shall not affect the fee or validity of a package already paid for.

1.3. We aim to ensure that sessions are conducted with due care and in accordance with your package. Since sessions are time-bound services that are consumed once conducted, and packages are valid only for a limited period, cancellation, transfer and refund may be limited for operational, safety and scheduling reasons. However, we will review genuine concerns relating to sessions that are cancelled, unavailable, duplicate or incorrectly charged, or that remain unutilised due to a default of the Company or the Franchisee, in accordance with this Policy.

1.4. For the purpose of this policy, (a) “Net Price” shall mean the taxable value on the original invoice after all discounts, coupons and offers and before goods and services tax, and where a package is part-paid, the taxable value of the amount actually paid, the unpaid balance being cancelled; (b) “Day-Pass Price” shall mean the single-session price, before goods and services tax, of the studio you are leaving, as listed on the date of the request; (c) “Own Per-Session Rate” shall mean the taxable value of the full package on the original invoice (after all discounts, coupons and offers, before GST), divided by the total number of sessions in the package; (d) “Processing Fee” shall mean ten per cent (10%) of the Net Price; (e) “Sessions Used” means sessions attended and sessions treated as utilised under Clause 2.1 or Clause 3.1 ;and (f)“Wallet Credit” means credit in your Wallet under clause 2.3 or 3.3, usable only towards a new package at a Pilates & Beyond studio, not redeemable for cash, and valid only until the end date of the original package.

2. SESSIONS CANCELLATIONS

2.1. Cancellation by Member

You may cancel a session through the Platform, the Company’s mobile application or such other mode as may be specified by the Company or the Franchisee, at least twelve (12) hours before the scheduled start time of the session. Rescheduling of sessions shall be governed by the Terms of Use and the Form.

A session cancelled after such time-period, or not attended, shall be treated as utilised and deducted from your package, and shall not be eligible for any refund, credit or extension.

2.2. Cancellation by the Company or the Franchisee

The Company or the Franchisee may cancel or discontinue a session whether in whole or in part, if:

(a) the trainer or equipment is unavailable;

(b) the studio is closed for maintenance, festivals, safety or regulatory reasons;

(d) there is an error in pricing, product information, offer terms or order details;

(e) the order appears to be fraudulent, bulk, abusive, suspicious or placed for unauthorised resale;

(f) you have not provided the health clearance required under the Form for Membership, or participation is considered unsafe; or

(g) cancellation is otherwise required under applicable law or the policies of the Company or the Franchisee.

Notwithstanding anything contained in this Policy, the Company shall have the exclusive right, at its sole discretion, to cancel, suspend or discontinue any or all sessions and packages at a studio operated by a Franchisee, without liability to the Member other than under clause 2.3, where:

(a) the franchise agreement with the Franchisee is terminated or expires, and the studio is yet to be operated by the Company or a new franchisee;

(b) there is any other change in the control, ownership or operation of the studio; or

2.3. Refund for Cancelled Sessions

If the Company or the Franchisee closes the studio, discontinues the service or cancels your sessions (clause 2.2(a), (b) or (c), or the second paragraph of clause 2.2), and the affected sessions cannot be rescheduled within the validity of your package, you may request a refund of: Net Price − (Sessions Used × Own Per-Session Rate), plus the Goods and Services Tax (“GST”) paid on that amount. No Processing Fee applies. The refund will be paid to your wallet on the Platform (“Wallet”) and upon your request, to the other mode of payment as may be provided by you to the Company.

Where a session is cancelled under clause 2.2(d) to (g), any amount debited in excess of the fee payable shall be refunded under clause 4.2(c), and no other refund is payable except as required under applicable law.

3. TRANSFER

3.1. Non-Transferability

Except as provided under Clause 3.3 of this Policy, the sessions, packages and memberships are personal to the Member and shall not be transferred, assigned, gifted, sold or shared with any other person, whether for consideration or otherwise. The same applies to any credit in the Wallet, the Member’s login details and the Member’s membership details.

Where a breach of this clause is identified, the Company or the Franchisee may, without liability, refuse entry to the person attending, treat the affected sessions as utilised, or cancel the package, and no refund, credit or extension shall be payable.

3.2. No Transfer Between the Studios

Each studio is independently owned and operated by the Company or a Franchisee. Your sessions, packages and memberships entitle you to access only the studio for which they were purchased, and not any other studio of the Company or of any Franchisee. No all-access, multi-studio or cross-studio privilege is conferred except as provided under Clause 3.3 of this Policy. Sessions, fees, validity or wallet credit relating to a package purchased for one studio shall not be transferred to, or utilised at, any other studio, except as provided under this Policy.

The only exception is the one-time medical transfer under clause 3.3. A transfer is not available for any other reason, including change of mind, personal convenience, travel or relocation. For occasional classes at another studio, you may buy a Day Pass at that studio. If you wish to move to another studio, you may request closure of your membership, and the Company may, at its sole discretion and subject to clause 4, refund the unused value of the package. You must then purchase a fresh package at the prices of the other studio.

3.3. Medical Transfer, Pause and Relocation

Notwithstanding Clauses 3.1 and 3.2 of this Policy, if you provide a certificate from a registered medical practitioner that you are unable to exercise for three (3) months or more, we will first offer to pause your package. If you decline the pause, you may, once only, either (a) transfer to another Pilates & Beyond studio under this clause; or (b) request a refund under clause 4.3. The one-time transfer is available only on medical grounds.

Transfer Credit = Net Price − (Sessions Used × Day-Pass Price) − Processing Fee. If this is zero or less, no credit is issued. A positive amount, plus the GST paid on it, is issued as Wallet Credit, which is released when you enrol at the new studio. On approval your current package closes and the remaining sessions are cancelled; until then you may use your current studio only. You may be required to complete a fresh Form for Membership and Health Declaration at the new studio. Memberships and sessions cannot be transferred to another person.

If you provide proof that you are relocating to a city with no Pilates & Beyond studio, we will first offer to pause your package. If you decline, you may request a refund under clause 4.3. A transfer is not available for relocation.

4. REFUNDS

4.1. Fees paid for sessions, packages and memberships are non-refundable, except as expressly provided in this Policy or required under applicable law. Unused sessions lapse on expiry of the package and shall not be refunded, carried forward or converted to cash.

4.2. Subject to verification and approval by the Company, a refund may be considered where:

(a) a session or package is cancelled and a refund is offered under clause 2.3;

(b) you qualify for a refund under clause 3.3 (medical or relocation);

(c) an amount has been debited in excess of the fee payable, or more than once, or without the package being activated; or

(d) a refund is otherwise required under applicable law.

4.3. A refund under clause 3.3 = Net Price − (Sessions Used × Own Per-Session Rate) − Processing Fee, plus the GST paid on that amount, paid to your Wallet or where requested by you any other mode of payment provided to the Company by You. No refund shall be payable if the resulting amount is zero or less. The example below is for illustration only; if it conflicts with this clause, this clause prevails.

Example (1-Month package of 12 sessions, 2 sessions used):

Step	₹
Net Price (after discounts, before GST)	14,000.00
− 2 sessions × Own Per-Session Rate (14,000 ÷ 12 = 1,166.67)	− 2,333.33
− Processing Fee (10% of Net Price)	− 1,400.00
Refund before GST	10,266.67
+ GST paid on this amount (5%)	+ 513.33
Refund Amount	10,780.00

4.4. Unless required under applicable law or expressly approved by the Company, no refund shall be payable where:

(a) the request is made due to change of mind, personal convenience, travel or dissatisfaction with the trainer, schedule or class experience, and no transfer is available in these cases;

(b) the sessions have been utilised or treated as utilised, or the package has expired;

(c) the package has been cancelled under clause 3.1, or your participation has been terminated for breach of the facility policies; or

(d) the request is made without the supporting documents required by the Company.

5. HOW TO RAISE A REQUEST

5.1. Timeline for Raising a Request

If you wish to raise a request for cancellation, transfer or refund, you must contact the Company or the Franchisee at support@pilatesandbeyond.in:

(a) in the case of cancellation at least 12 (twelve) hours before the scheduled start time of the sessions; and

(b) in the case of refund or transfer within thirty (30) days from the date of the event giving rise to the request (closure, diagnosis or relocation), or within such other timeline as may be specified on the Platform or by the Franchisee. The Company may reject any request that is delayed, incomplete or unsupported, unless otherwise required under applicable law or expressly approved by the Company.

5.2. Information to be Provided

To help us review your request, you may be required to provide the following details:

(a) member ID / invoice number;

(b) name, contact number and email address used for booking the session;

(d) medical record where applicable; and

(e) any other information reasonably required by the Company to verify the request.

5.3. Mode and Timeline

Approved refunds shall be credited to the Wallet within fourteen (14) days of approval. Where you request a refund to your bank account, and intimate it to the Company, the amount shall be refunded within the same period as mentioned above and cash payments shall be refunded only by bank transfer to an account in your name. Delays attributable to banks, payment gateways or other third-party systems are beyond the Company’s control, and the Company shall not be liable for any failed refund arising from incorrect information provided by you.

The refunds on purchases made through the Platform shall be paid by the Company, and refunds on purchases made through a Franchisee shall be paid by that Franchisee, in each case in accordance with this Policy. Convenience fees, payment gateway charges and other charges shall not be refundable, except where the Company is at fault.

5.4. Misuse and Chargebacks

The Company or the Franchisee may reject, withhold or reverse any refund, and debit any corresponding amount from the Wallet, where a request involves fraud, misrepresentation, false or altered medical records, or a chargeback or payment dispute raised in respect of the same amount. Any amount refunded in excess of the amount due shall be recoverable from you.

5.5. Discretion of the Company, No Waiver and Applicable Laws

Any determination of the Company under this Policy shall be final, subject to applicable law. No relaxation or delay in enforcing any provision of this Policy shall operate as a waiver. Nothing in this Policy excludes any liability arising from gross negligence or wilful misconduct, or any right of the Member that cannot be excluded under applicable law.

5.6. Written Statement, Limits and GST

Before any transfer or refund is processed, we will send you a written statement of the calculation, which you must approve, after which the Company approves it. The one-time transfer under clause 3.3 and a refund under clause 3.3 or clause 4.3 may each be granted once per Member. Any amount refunded or credited under this Policy shall be adjusted, together with the GST on it, through a credit note against the original invoice, subject to applicable GST law. A credit note can be issued only up to 30 November following the end of the financial year of the original invoice. After that date, the GST cannot be adjusted, and any refund or credit of that GST is subject to the Company’s separate approval.

6. CONTACT US

If you have any questions, concerns or requests in relation to cancellation, transfer or refund of any session, package or membership purchased through the Platform, you may contact the Company at the details set out below:

Customer Support Email: support@pilatesandbeyond.in

Working Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST (excluding public holidays)

Registered Office: Plot No. 12, Flat No. 201, Yusufi Manzil, Durga Vihar Colony, Trimulgherry, Hyderabad, Secunderabad, Telangana – 500015

For faster resolution, please mention your member ID / invoice number, registered contact details and a brief description of the issue while contacting us. The Company may also make available separate grievance officer or escalation details on the Platform, Legal Notice or Contact Information page, which may be used for unresolved complaints or escalations.