Terms

Version: Summer 2026 · Effective 29 August 2026 · www.oncorelondon.com/terms

Applies to: All Customers purchasing or using any Service provided by Oncore Limited.

These Terms & Conditions govern the relationship between Oncore and its Customers and apply to all Memberships, Class Packs, Passes, classes, programmes, workshops, events, online services, Studio facilities and any other Services provided by Oncore.

These Terms are designed to promote the safe, fair and efficient operation of Oncore's Services for the benefit of all Customers.

By creating an account, purchasing any Service, making a Booking, attending a class or entering any Oncore Studio, you agree to be bound by these Terms & Conditions.

Introduction

Welcome to Oncore.

Oncore provides professionally instructed group fitness classes designed to deliver a safe, effective and enjoyable experience for all Customers.

Because classes operate with limited capacity and reserved places, clear booking, attendance and membership policies are essential to ensure fair access, consistent operation and competitive pricing for all Customers.

These Terms & Conditions explain how our Services operate, the responsibilities of both Customers and Oncore, and the contractual basis upon which our Services are provided.

Nothing in these Terms excludes or limits any Statutory Rights that cannot lawfully be excluded.

1. Definitions

For the purposes of these Terms & Conditions:

Alternative Remedy means any remedy offered by Oncore instead of a Refund, including but not limited to a Membership freeze, extension, transfer, account credit or other reasonable solution. Any Alternative Remedy is provided only where expressly stated within these Terms or as a discretionary goodwill gesture.

Booking means a reservation made by a Customer for participation in a class, programme, workshop, event or other Service.

Business Day means Monday to Friday excluding public holidays in England.

Class Credit means one booking entitlement deducted from a Membership, Class Pack or Pass when a Booking is confirmed.

Class Pack means any bundle of prepaid Class Credits sold by Oncore with a stated validity period.

Contractual Charges means all amounts payable by a Customer under the Customer Agreement, including Membership payments, Product purchases, Fees and any other sums properly due.

Customer means any person who purchases, holds or uses any Service provided by Oncore.

Customer Agreement means the legally binding agreement between Oncore and a Customer, comprising these Terms & Conditions together with any applicable Membership Agreement, Product purchased, Schedules and any documents expressly incorporated into these Terms.

Exceptional Circumstances means rare situations where Oncore, acting reasonably, decides to provide an Alternative Remedy that is not otherwise required by these Terms. Any such decision is a discretionary goodwill gesture, does not create a contractual entitlement and does not establish a precedent.

Fees means any operational, administrative or other charges payable under these Terms or the Fee Schedule, including Late Cancellation Fees, No Show Fees, Membership pause fees, extension fees, failed payment fees and Chargeback Administration Fees.

Fee Schedule means the current Schedule of Fees & Charges published by Oncore on its website, authorised booking platform or other official customer communication channels and incorporated into these Terms.

Late Cancellation means cancellation of a Booking less than twelve (12) hours before the scheduled class start time.

Medical Incapacity means a medical condition certified by a registered medical practitioner confirming that a Customer is medically unable to participate in any professionally instructed fitness classes or other comparable physical exercise for a continuous period of at least thirty (30) consecutive days.

Membership means any recurring subscription offered by Oncore.

Membership Agreement means the contractual agreement entered into when a Customer purchases a Membership, including the Minimum Commitment Period, recurring payments, automatic renewal and cancellation provisions.

Membership Benefits means the booking rights, Class Credits, rollover provisions and other benefits associated with a particular Membership as described in the Membership & Product Schedule.

Membership Holder means a Customer who holds an active Membership.

Minimum Commitment Period means the minimum contractual period applicable to a Membership as specified in the Membership Agreement and, where expressed by reference to monthly billing periods, comprises the stated number of consecutive Membership billing periods beginning on the Membership Start Date.

No Show means failure to attend a booked class without cancelling in accordance with these Terms.

Oncore, we, our and us mean Oncore Limited.

Operational Action means any reasonable operational decision taken by Oncore in connection with the delivery of its Services, including timetable changes, instructor substitutions, equipment changes, Studio allocation, account administration and other day-to-day operational matters.

Pass means any introductory offer, promotional pass, workshop pass, trial offer or other prepaid product sold by Oncore.

Product Schedule means the current Membership & Product Schedule published by Oncore on its website, authorised booking platform or other official customer communication channels and incorporated into these Terms.

Reasonable Notice means such notice as Oncore reasonably considers appropriate having regard to the nature of the change, the impact on Customers and the circumstances giving rise to it.

Reasonable Professional Judgment means a decision made by an appropriately trained member of Oncore staff acting honestly and reasonably having regard to the safety of Customers, the effective operation of the Services, applicable law and the nature of professionally instructed group fitness classes.

Refund means the return of monies paid by a Customer to their original payment method. Refunds are available only where expressly provided for within these Terms or required by applicable law.

Renewal Date means the monthly anniversary of the commencement of a Membership.

Reserved Place means the exclusive place allocated to a Customer when a Booking is confirmed. Once reserved, that place is unavailable for booking by other Customers unless released in accordance with these Terms.

Schedule means any document expressly incorporated into these Terms, including the Fee Schedule, Membership & Product Schedule and Studio Rules.

Service means any Membership, Class Pack, Pass, class, programme, workshop, event, online content or other product or service supplied by Oncore.

Statutory Rights means any legal rights that cannot lawfully be excluded or limited under applicable law.

Studio means any premises operated by Oncore.

Studio Rules means the operational rules published by Oncore on its website, authorised booking platform or other official customer communication channels and incorporated into these Terms.

Unlimited Membership means a Membership that does not have a fixed allocation of monthly Class Credits and instead provides access to eligible classes subject to Booking availability, Booking windows, the fair-use limits set out in these Terms and the Membership & Product Schedule, and any class-type or other restrictions applicable to that Membership.

Unlimited Product means any Membership, Pass, Class Pack, promotional product or other Service which provides access to classes on an unlimited or non-credit-based basis, including any Unlimited Membership and any product described as “unlimited”, however that product is named and whatever its duration.

Written Notice means notice sent to the email address specified by Oncore and acknowledged where these Terms expressly require acknowledgement.

2. Acceptance of Terms

These Terms & Conditions form the legally binding agreement between Oncore and every Customer using our Services.

By creating an account, purchasing any Service, making a Booking, attending a class or entering any Oncore Studio, you confirm that you have had the opportunity to read these Terms & Conditions and agree to be bound by them.

Customers are responsible for familiarising themselves with these Terms before purchasing or using any Service. A Customer's failure to read these Terms does not, of itself, affect their applicability or enforceability.

The current version of these Terms is always available on Oncore’s website. Continued use of the Services following publication of updated Terms constitutes acceptance of those revised Terms.

3. How Our Services Operate

Oncore provides professionally instructed group fitness classes with limited capacity.

When a Customer makes a Booking, they purchase a Reserved Place within that class. Once confirmed, that Reserved Place is held exclusively for that Customer and is unavailable to other Customers unless released in accordance with these Terms.

Our Memberships, Class Packs, Passes and booking policies are designed to:

• provide fair access to classes for all Customers;
• enable efficient planning of instructors, staffing and Studio operations;
• minimise unused Reserved Places caused by late cancellations and non-attendance; and
• keep Membership and Product pricing as competitive as reasonably possible.

Customers acknowledge that the prices charged for Memberships, Class Packs and other Services reflect these Terms & Conditions, including the booking, attendance, cancellation, expiry, renewal, payment and Refund provisions.

Customers further acknowledge that discounted Membership pricing is offered in return for accepting the contractual commitments associated with Memberships, including Minimum Commitment Periods, recurring payments and automatic renewal.

Where a Customer chooses not to attend, is unable to attend or does not fully use a Membership, Class Pack or Pass, this does not reduce the costs already incurred by Oncore in providing the Service and does not create any entitlement to a Refund unless expressly provided for in these Terms or required by the Customer's Statutory Rights.

Failure by Oncore to exercise any right under these Terms, or the provision of any discretionary goodwill gesture, shall not constitute a waiver of any future right nor establish any precedent or ongoing obligation.

Unless expressly stated otherwise, Memberships, Class Packs and Passes provide access to the range of eligible Services included within that product and are not purchased on the basis that any particular class type, instructor, timetable, Studio location or programme will remain available or continue to be suitable for the Customer throughout the duration of the product.

4. Introductory Offers & Promotional Products

4.1 Eligibility

Introductory Offers and other promotional products are available solely to genuine first-time Customers unless expressly stated otherwise.

A Customer is not eligible for an Introductory Offer if they have previously:

• held an Oncore account;
• attended any Oncore class;
• purchased any Service;
• redeemed a complimentary class or promotional credit; or
• previously benefited from any introductory promotion offered by Oncore.

Each Customer may maintain only one Oncore account. Customers must not create additional accounts using different email addresses, payment methods or personal details in order to obtain additional promotional products, Booking privileges or other benefits.

Creating multiple accounts, using different email addresses, using another person's payment details, providing false information or otherwise attempting to obtain additional promotional products constitutes misuse of Oncore's promotional offers.

Where duplicate accounts or misuse are identified, Oncore may, acting reasonably:

• merge duplicate accounts;
• remove promotional products obtained in breach of these Terms;
• recover any unpaid Contractual Charges; and
• suspend or terminate the relevant account in accordance with these Terms.

4.2 Promotional Products

Unless expressly stated otherwise, promotional products:

• have no standalone cash value;
• cannot be exchanged for cash;
• may not be transferred;
• may not be resold;
• may not be combined with any other offer unless expressly permitted by Oncore.

Any validity period or expiry date forms part of the product purchased and is an essential term of that product.

4.3 Acceptance of Promotional Products

Customers should contact Oncore before using any promotional product if they believe it has been purchased in error.

Once any Booking has been made using the promotional product, any Class Credit has been redeemed or any part of the Service has been used, the promotional product shall be deemed accepted.

Following acceptance, promotional products are non-refundable except where required by the Customer's Statutory Rights.

4.4 Promotional Misuse

Where Oncore reasonably believes that a promotional product has been obtained or used in breach of these Terms, Oncore may void or remove any promotional products or Membership Benefits obtained through any duplicate account without entitlement to a Refund except where required by the Customer's Statutory Rights.

Where any Service has already been used, Oncore may instead charge the Customer the difference between the promotional price paid and the applicable standard price for the Services received.

Nothing in this section limits any other rights available to Oncore under these Terms.

Where duplicate accounts are merged or closed, any valid purchases made in good faith may, at Oncore's reasonable discretion, be transferred to the Customer's primary account where this can be done fairly and without undermining the purpose of the relevant promotion.

5. Customer Eligibility

5.1 Minimum Age

Customers must be at least sixteen (16) years of age to participate in Oncore Services unless Oncore expressly agrees otherwise.

Customers aged sixteen (16) or seventeen (17) may participate only where the required consent of a parent or legal guardian has been provided in the form specified by Oncore.

5.2 Safe Use of Equipment

Customers must satisfy any reasonable safety requirements applicable to the class or equipment being used.

Certain classes may require Customers to meet minimum height, size or other manufacturer or safety requirements in order to participate safely.

Where, in Oncore's Reasonable Professional Judgment, a Customer cannot safely use particular equipment, Oncore may refuse participation in that class or recommend a more suitable alternative.

5.3 Appropriate Class Selection

Meeting the minimum age requirement does not automatically mean a Customer is suitable for every class.

Customers remain responsible for selecting classes appropriate to their age, health, experience, physical ability and any advice received from their healthcare professional.

5.4 Verification

Oncore may require reasonable proof of age, identity (including photographic identification where reasonably necessary) or parental consent where necessary to administer the Services or determine eligibility for Memberships, Introductory Offers or other Services.

6. Membership Agreement

6.1 Nature of the Membership Agreement

When a Customer purchases a Membership, they enter into a Membership Agreement with Oncore.

The Membership Agreement is a legally binding recurring payment contract which is separate from the Membership Benefits provided under that Membership.

The Membership Agreement governs:

• the Minimum Commitment Period;
• recurring payments;
• automatic renewal;
• cancellation requirements;
• payment obligations; and
• other contractual commitments associated with Membership ownership.

Membership Benefits are governed separately by Section 7 and the Membership & Product Schedule.

6.2 Minimum Commitment Period

Where a Membership includes a Minimum Commitment Period, the Customer agrees to maintain the Membership and pay all Contractual Charges throughout that period unless these Terms expressly provide otherwise.

Choosing not to attend classes, making limited use of the Membership or experiencing a change in personal circumstances does not end the Membership Agreement.

Membership pauses, freezes or similar temporary suspensions are not permitted during the Minimum Commitment Period. A Membership may only be paused after the Minimum Commitment Period has been completed.

Customers may not downgrade or otherwise reduce their Membership commitments during any applicable Minimum Commitment Period.

6.3 Automatic Renewal

Following completion of the Minimum Commitment Period, Memberships automatically renew on a rolling monthly basis until cancelled in accordance with these Terms.

Automatic renewal forms part of the Membership Agreement accepted at the time of purchase.

6.4 Recurring Payments

By purchasing a Membership, the Customer authorises Oncore to collect all Contractual Charges using the nominated payment method on each Renewal Date.

Customers remain responsible for ensuring that:

• a valid payment method remains registered;
• sufficient funds are available when payments fall due; and
• payment information is kept accurate and up to date.

Cancelling, replacing or allowing a payment method to expire does not cancel the Membership Agreement or remove the Customer's obligation to pay Contractual Charges.

Non-use of Membership

Membership payments are payable for the continued availability of the Membership and its associated Membership Benefits and are not calculated by reference to the number of classes actually attended.

Customers are responsible for monitoring their Membership, payments and use of Membership Benefits. Oncore is not responsible for monitoring individual Customer attendance or identifying periods during which a Customer has chosen not to use their Membership.

Failure to attend classes or use some or all Membership Benefits does not suspend or cancel the Membership Agreement and does not create an entitlement to a retrospective Refund, account credit, extension or reimbursement of Membership payments for previous Membership periods.

If a Customer no longer wishes to use their Membership, they remain responsible for cancelling it in accordance with Section 6.5.

Nothing in this section affects any Statutory Rights that cannot lawfully be excluded.

6.5 Cancellation by the Customer

Following expiry of any applicable Minimum Commitment Period, a Membership may be cancelled by giving at least fifteen (15) days' Written Notice before the next Renewal Date.

Cancellation requests must be submitted by email to the customer service email address hello@oncorelondon.com. Requests made verbally, in person, by telephone, social media, messaging service or through an instructor or other member of staff do not constitute notice of cancellation.

Cancellation is not effective until acknowledged by Oncore in writing. If acknowledgement is not received within three (3) Business Days, the Customer is responsible for following up before the applicable notice period expires.

Where fewer than fifteen (15) days' notice is received before a Renewal Date, the next scheduled payment will remain due and cancellation will take effect from the following Renewal Date.

6.6 Membership Pauses

Membership pauses are available only after completion of any applicable Minimum Commitment Period and where permitted under the applicable Membership and these Terms.

A request to pause a Membership must be submitted by email to the customer service email address hello@oncorelondon.com at least fifteen (15) days before the requested pause start date.

Membership pauses are subject to the applicable Membership Pause Fee set out in the Fee Schedule.

A requested pause is not approved or effective until:

(a) Oncore has approved the requested dates; (b) the applicable Membership Pause Fee has been paid in full; and (c) Oncore has confirmed the pause to the Customer in writing.

Until all of these requirements have been satisfied, the Membership remains active and all scheduled Membership payments and other obligations continue as normal.

Membership pauses will not be applied retrospectively unless Oncore expressly agrees otherwise in Exceptional Circumstances.

6.7 Price Changes

Oncore may amend Membership prices by giving reasonable advance Written Notice.

Unless otherwise stated, revised prices apply from the Customer's next Renewal Date following expiry of the notice period.

If a Customer does not wish to continue at the revised price, they may cancel their Membership before the revised price takes effect, subject to completion of any applicable Minimum Commitment Period.

7. Membership Benefits

7.1 Membership Benefits

Membership Benefits are described within the current Membership & Product Schedule.

Benefits may include:

• Class Credits;
• booking windows;
• rollover rights;
• Unlimited Membership access;
• priority booking; and
• any other benefits expressly included within the Membership.

7.2 Use of Membership Benefits

Membership Benefits:

• are personal to the Customer;
• cannot be transferred unless expressly permitted;
• have no cash value;
• may only be used while the Membership remains active and in good standing.

Memberships, Passes and accounts must not be shared. A Customer must not permit any other person to use their Membership, Pass, account or any Booking made under it. Additional provisions applicable to Unlimited Products are set out in Section 7.6.

7.3 Monthly Class Credits & Rollover

Class Credits included within a Membership are allocated for the applicable monthly Membership period and are not a stored monetary balance or prepaid cash entitlement.

Unused Class Credits expire at the end of the applicable Membership period unless that Membership expressly includes a rollover benefit.

Where rollover is included, eligible unused Class Credits may continue to be used only while the Membership remains continuously active and in good standing and subject to any rollover limits or expiry rules stated in the Membership & Product Schedule.

Rollover is a benefit of an active Membership. If the Membership is cancelled, terminated or otherwise ceases to be active, all unused current and rolled-over Membership Class Credits expire and cannot subsequently be redeemed, transferred, converted into account credit or refunded.

7.4 Unlimited Memberships

Unlimited Memberships provide access to eligible classes subject to availability, Booking windows, these Terms and the fair-use limits set out in the Membership & Product Schedule.

“Unlimited” means that the Membership does not have a fixed allocation of monthly Class Credits in the same manner as a credit-based Membership. It does not mean unrestricted use of the Booking system or guarantee access to any particular class, class type, instructor, time or Studio.

Unlimited Memberships are intended for genuine class attendance. Customers must not use an Unlimited Membership to reserve or hold places they do not reasonably intend to attend, repeatedly make and cancel Bookings for the purpose of preserving multiple Booking options, or otherwise use the Booking system in a manner that unfairly restricts availability for other Customers.

Unlimited Memberships remain subject to all Late Cancellation and No Show provisions and Fees. Late Cancellations and No Shows also count towards applicable fair-use limits as specified in the Membership & Product Schedule.

7.5 Changes to Membership Benefits

Oncore may, acting reasonably, introduce, withdraw or amend individual Membership Benefits where reasonably necessary for operational, commercial or legal reasons.

Reasonable Notice will be provided where the change materially affects existing Membership Holders. A material change would be a change that significantly affects the nature of the Services or the contractual rights or obligations of the Customer.

Changes to Membership Benefits do not alter the contractual obligations contained within the Membership Agreement unless expressly stated.

7.6 Unlimited Products — Personal Use & No Sharing

Unlimited Products are personal to the Customer. An Unlimited Product must not be shared, transferred, lent, resold or used by any other person in any circumstances.

This Section applies to every Unlimited Product, whether sold as a Membership, a Pass, a promotional product or otherwise, and however that product is named or however long it lasts.

Unlimited pricing is calculated on the basis that a single named Customer attends. Sharing an Unlimited Product transfers to another person access which has been priced for one Customer. Customers acknowledge that this Section is a fundamental term of every Unlimited Product and that Unlimited pricing is offered on that basis.

A Customer holding an Unlimited Product must not:

• permit any other person to use that Unlimited Product, their account, or any Booking made using it;
• make or hold a Booking for, or on behalf of, any person other than themselves using that Unlimited Product;
• allow any other person to check in to a class using their name, Member ID or account;
• hold or use more than one Oncore account; or
• attempt to circumvent this Section by any other means.

Verification. Oncore may require reasonable proof of identity, including photographic identification where reasonably necessary, to verify that the person attending a class is the Customer who holds the Unlimited Product. Where such verification is reasonably requested and cannot be provided, Oncore may refuse entry to that class and the Booking may be treated as a No Show in accordance with these Terms.

Consequences of sharing. Where Oncore reasonably believes that an Unlimited Product has been shared with, or used by, any person other than the Customer, Oncore may, acting reasonably and proportionately:

• charge the Customer the applicable single-class price for each class attended by a person other than the Customer, so that Oncore recovers the amount which would have been payable had that person booked the class themselves, and collect that amount using the Customer’s nominated payment method;
• cancel any affected Bookings;
• suspend the Customer’s Booking privileges or account in accordance with Section 13; and
• where the sharing is repeated or deliberate, terminate the Customer Agreement immediately in accordance with Section 13.5.

Any action taken under this Section does not entitle the Customer to a Refund, Alternative Remedy, extension of any Membership, Class Pack or Pass, or release from any obligation under the Membership Agreement or these Terms.

Nothing in this Section affects the Customer’s Statutory Rights.

8. Bookings, Attendance & Reserved Places

8.1 Reserved Places

When a Customer makes a Booking, a Reserved Place is allocated exclusively to that Customer.

A Reserved Place prevents that place from being booked by another Customer and forms part of the Service purchased.

Customers acknowledge that the reservation of a limited-capacity place forms a fundamental part of the contract between the Customer and Oncore.

8.2 Customer Responsibility for Bookings

Customers are responsible for:

• making Bookings using their own account;
• ensuring they have selected the correct class, date, time and Studio location;
• attending the correct Studio location at the correct time;
• monitoring the status of their Bookings and waitlists;
• cancelling Bookings they no longer intend to use in accordance with these Terms;
• ensuring that the account used to make Bookings belongs to them and that all account information remains accurate.

Oncore operates classes across multiple Studio locations. Customers are responsible for checking the Studio location shown on each Booking and allowing sufficient time to attend the correct Studio. Attending or travelling to the wrong Studio does not extend the check-in deadline and does not entitle the Customer to a Refund, replacement Class Credit, Alternative Remedy or transfer to another class.

Unless shown to be incorrect, the records maintained within Oncore's authorised booking platform will normally be treated as the primary operational record of Bookings, attendance, payments and account activity.

Customers should allow sufficient time for normal arrival procedures, including check-in. Delays caused by arriving shortly before the check-in cut-off time remain the Customer's responsibility.

Bookings are specific to the class, date, time and Studio reserved. Customers are not entitled to transfer a Booking to another class outside the cancellation provisions set out in these Terms unless Oncore expressly agrees otherwise.

8.3 Identity Verification

Oncore may require reasonable proof of identity (including photographic identification where reasonably necessary), age or parental consent where reasonably necessary to:

• verify ownership of an account;
• confirm eligibility for Introductory Offers, Memberships or other Services;
• investigate suspected misuse or fraud;
• administer the Services fairly; or
• protect the safety and security of Customers and staff.

Where reasonable verification is requested and cannot be provided, Oncore may, acting reasonably:

• refuse access to a booked class or other Service;
• temporarily suspend the relevant Booking or account; or
• require the matter to be resolved before further Bookings or participation are permitted.

Such action does not create any entitlement to a Refund, Alternative Remedy or release from any Contractual Charges where those Charges remain properly due under these Terms.

8.4 Booking Availability

All Bookings are subject to availability.

Oncore does not guarantee that any particular class, instructor, time, Studio or programme will always be available.

8.5 Booking Windows

Oncore operates rolling Booking windows which determine how far in advance Customers may make Bookings.

The applicable Booking window will be displayed through Oncore's authorised booking platform when the Customer makes a Booking.

Oncore may make reasonable changes to Booking windows from time to time to manage class capacity, availability and fair access, in accordance with the Membership & Product Schedule.

8.6 Cancellation of Bookings

A Booking may be cancelled without loss of the Reserved Place only where cancellation is completed at least twelve (12) hours before the scheduled class start time.

Where a Booking is cancelled less than twelve (12) hours before the scheduled class start time, a Late Cancellation will be recorded.

The consequences of a Late Cancellation are set out in the Fee Schedule and Membership & Product Schedule.

The ability to cancel a Booking within the permitted cancellation period does not permit repeated or systematic booking and cancellation for the purpose of holding multiple Booking options, preserving access to limited-capacity classes or circumventing applicable fair-use or Booking limits. Such conduct may constitute Booking Misuse under Section 8.12.

8.7 Future Bookings & Unpaid Reservations

Oncore may permit Customers to make Bookings for a future Membership period before the applicable Membership payment has been collected or the relevant Class Credits have been allocated to the Customer's account.

Any such Booking remains the Customer's responsibility and is not automatically cancelled because the Customer subsequently cancels, pauses or otherwise ends their Membership.

Where a Customer no longer wishes to attend a future Booking, they are responsible for cancelling that Booking in accordance with the applicable Booking cancellation policy.

If a Customer attends or otherwise uses a Reserved Place for which no valid Class Credit, Membership entitlement or other payment is available at the time of attendance, the Customer agrees to pay the applicable charge for that Service. Oncore may collect that amount using the Customer's nominated payment method in accordance with the payment authority contained in these Terms.

Cancellation, expiry, pause or termination of a Membership does not waive any Contractual Charge arising from a Booking or Service used before or after the Membership ends.

Nothing in this section requires a Customer to pay for a future Booking that they cancel within the permitted cancellation period and do not attend.

8.8 Check-In

Customers must complete check-in and be fully ready to enter the Studio and participate in the class no later than two (2) minutes before the scheduled class start time (the “check-in cut-off time”).

Customers who have not completed check-in and are not ready to participate by the check-in cut-off time may have their Reserved Place released to another Customer and may be refused entry to the class.

Where a Customer fails to attend or complete check-in by the check-in cut-off time, the Booking may be treated as a No Show in accordance with these Terms.

Customers remain responsible for allowing sufficient time to complete check-in and all personal preparations before the check-in cut-off time.

8.9 No Shows

Where a Customer fails to attend a booked class without cancelling in accordance with these Terms, a No Show will be recorded.

The consequences of a No Show are set out in the Fee Schedule and Membership & Product Schedule.

8.10 Reserved Place Principles

Customers acknowledge that:

• the Reserved Place has been held exclusively for them;
• another Customer may have been unable to book that place;
• Oncore has incurred staffing and operational costs in providing the class regardless of attendance.

Accordingly, Late Cancellations and No Shows do not create any entitlement to a Refund except where expressly provided by these Terms or required by the Customer's Statutory Rights.

8.11 Waitlists

Where a class is full, Customers may join a waitlist.

Joining a waitlist indicates that the Customer wishes to attend that class should a Reserved Place become available.

Customers are responsible for removing themselves from a waitlist as soon as they know they no longer wish to attend.

If a Customer remains on a waitlist, they authorise Oncore to automatically convert their waitlist position into a confirmed Booking if a place becomes available.

Once a Booking has been created from the waitlist, all Booking, attendance, cancellation, Late Cancellation and No Show provisions immediately apply.

Customers are responsible for monitoring their waitlist status until they either remove themselves from the waitlist or the relevant class has started.

Failure to receive, read or act upon a notification, including because of communication preferences, spam filtering, inaccurate contact details, device settings or technical issues outside Oncore's reasonable control, does not invalidate a confirmed Booking.

8.12 Booking Misuse

Customers must not:

• reserve or hold places that they do not reasonably intend to attend;
• repeatedly make and cancel Bookings for the purpose of holding multiple Booking options or preserving access to limited-capacity classes;
• make or hold Bookings for classes with overlapping times, or otherwise make simultaneous Bookings that the Customer could not reasonably attend;
• manipulate or misuse waitlists, Booking limits, fair-use limits or cancellation rules in a manner that unfairly restricts other Customers' access to classes;
• create multiple accounts to obtain additional Bookings;
• use another person's account;
• permit another person to use their account;
• attempt to circumvent Booking limits, waitlists, fair-use limits or Membership restrictions through the use of multiple accounts or other means; or
• otherwise misuse the Booking system.

Where Oncore reasonably believes Booking misuse has occurred, it may, acting reasonably:

• cancel affected Bookings;
• suspend Booking privileges;
• recover any Contractual Charges properly due;
• suspend or terminate the Customer's account in accordance with these Terms.

Any Operational Action taken under this section does not entitle the Customer to a Refund, Alternative Remedy, extension of any Membership, Class Pack or Pass, or release the Customer from any obligations under the Membership Agreement.

8.13 Instructor Changes

Oncore may substitute instructors where reasonably necessary.

Instructor changes form part of the normal operation of a group fitness timetable and do not affect the Reserved Place purchased by the Customer.

Accordingly, instructor changes do not create any entitlement to a Refund, Alternative Remedy or cancellation outside the normal Booking rules.

8.14 Customer Acknowledgement

Customers acknowledge that they are purchasing participation in a professionally instructed group fitness class at a specified date, time and Studio location, together with a Reserved Place within that class.

The Booking, attendance and cancellation provisions contained within these Terms are fundamental to the fair operation of Oncore's Services and to maintaining class availability and competitive pricing for all Customers.

9. Payments & Contractual Charges

9.1 Contractual Charges

Customers agree to pay all Contractual Charges associated with the Services they purchase.

Contractual Charges include, where applicable:

• Membership payments;
• Class Pack and Pass purchases;
• Fees set out in the Fee Schedule;
• any other sums properly due under these Terms.

All Contractual Charges are payable in accordance with the Membership Agreement, the applicable Product Schedule and these Terms.

9.2 Payment Authority

By purchasing a Membership or any Service requiring recurring or future payments, the Customer authorises Oncore to collect all Contractual Charges using the nominated payment method.

Customers remain responsible for ensuring that:

• a current and valid payment method remains registered for any payments, recurring or otherwise;
• payment details remain accurate;
• sufficient funds are available when payments fall due.

Cancelling, replacing or allowing a payment method to expire does not cancel the Membership Agreement or remove the Customer's obligation to pay Contractual Charges.

9.3 Failed Payments

If any Contractual Charge cannot be collected when due, Oncore may, acting reasonably:

• retry the payment;
• cancel future Bookings where reasonably necessary;
• suspend Membership Benefits;
• temporarily restrict the Customer's access to affected Services until the outstanding Contractual Charges have been paid;
• recover any applicable Fees published in the Fee Schedule;
• take reasonable steps to recover outstanding Contractual Charges.

The Membership Agreement and any applicable Minimum Commitment Period continue unaffected during any period of payment suspension unless Oncore expressly agrees otherwise.

Any suspension or restriction arising from failed payment does not extend Membership periods, expiry dates or Booking windows unless Oncore expressly agrees otherwise.

9.4 Recovery of Outstanding Sums

Customers remain responsible for all outstanding Contractual Charges arising under the Membership Agreement or these Terms.

Where reasonable recovery action becomes necessary because of non-payment or payment avoidance, Oncore may recover any reasonable administrative or third-party recovery costs to the extent permitted by applicable law and as published in the Fee Schedule.

9.5 Fee Schedule

Operational fees, administrative charges and other applicable Fees are published separately within the current Fee Schedule.

The Fee Schedule forms part of these Terms.

Oncore may amend the Fee Schedule by giving Reasonable Notice where appropriate.

9.6 Taxes

All prices include VAT where applicable unless expressly stated otherwise.

10. Refunds, Medical Incapacity & Alternative Remedies

10.1 General Refund Principle

Unless expressly stated within these Terms or required by the Customer's Statutory Rights, all purchases are final.

Customers acknowledge that, upon purchase, Oncore immediately commits resources including Reserved Places, staffing, facilities, administration and operational costs.

Accordingly, a Customer's decision not to use, fully use or continue using a purchased Service does not create any entitlement to a Refund.

We understand that unexpected situations sometimes arise. Where these Terms allow, Oncore will always try to find a fair and practical solution.

10.2 Change of Mind

Refunds will not normally be provided because a Customer:

• changes their mind;
• changes employment;
• changes working hours;
• relocates;
• goes on holiday;
• experiences a change in financial circumstances;
• no longer wishes to attend;
• has not fully used a Membership, Class Pack or Pass; or
• otherwise experiences a change in personal circumstances.
• ---

10.3 Medical Incapacity

Medical Incapacity exists only where a registered medical practitioner certifies that the Customer is medically unable to participate in any professionally instructed fitness classes or other comparable physical exercise for a continuous period of at least thirty (30) consecutive days.

Medical Incapacity does not arise solely because a Customer is unable or unwilling to participate in one or more particular class types, exercises, programmes or training environments, or with particular instructors, whilst remaining medically capable of participating in other Services offered by Oncore or comparable professionally instructed fitness activities.

Where a Customer experiences Medical Incapacity, Oncore may, acting reasonably, consider an Alternative Remedy.

Medical evidence must:

• be issued by a registered medical practitioner;
• relate specifically to the Customer;
• confirm the expected duration of the incapacity; and
• be provided within a reasonable period after the incapacity arises.

A diagnosis, illness or medical condition does not automatically establish Medical Incapacity for the purposes of these Terms.

The purpose of this policy is to provide support where a Customer is genuinely unable to participate in professionally instructed fitness activities, rather than where they simply prefer not to participate in particular Services or circumstances.

Medical Incapacity does not include circumstances where the Customer remains medically capable of participating in physical exercise but chooses not to attend because of travel, relocation, work commitments, caring responsibilities, financial circumstances or other personal circumstances.

10.4 Alternative Remedies

Where Medical Incapacity is established, Oncore may, acting reasonably, offer an Alternative Remedy instead of a Refund.

An Alternative Remedy may include, where appropriate:

• a Membership freeze;
• an extension;
• a transfer;
• account credit; or
• another reasonable solution determined by Oncore.

The Alternative Remedy offered will depend upon the Service purchased and the individual circumstances.

Customers acknowledge that an Alternative Remedy is generally the appropriate solution where the Customer is temporarily unable to use a Service.

Where the Customer remains able to use other Services included within their Membership or Product, Oncore will take that into account when determining whether any Alternative Remedy is appropriate.

For Class Packs and other prepaid products, an Alternative Remedy will normally consist of an extension to the validity period or, where appropriate, a transfer of unused Class Credits to another person nominated by the Customer. Refunds will not normally be provided except where required by applicable law.

10.5 Partial Use of Services

Where any Membership, Class Pack, Pass or other Service has been partially used, any Refund (where one is required by these Terms or the Customer's Statutory Rights) shall be calculated by reference to the standard price of the Services actually received rather than any discounted bundle or promotional price originally paid.

Customers acknowledge that discounted pricing is offered on the basis that the entire Membership, Class Pack or Pass is purchased and used subject to these Terms.

10.6 Goodwill

Nothing in these Terms prevents Oncore from providing a discretionary goodwill gesture where it considers this appropriate.

Any goodwill gesture:

• is entirely discretionary;
• does not create a contractual entitlement;
• does not establish a precedent;
• does not require Oncore to make the same or a similar decision in future.

10.7 Chargebacks & Payment Disputes

Customers should first contact Oncore and provide a reasonable opportunity to investigate any payment query before initiating a chargeback or payment dispute.

Nothing in this section limits a Customer's legal right to contact their payment provider.

Where a chargeback or payment dispute is unsuccessful, or where Contractual Charges remain properly due under these Terms, Oncore reserves the right to recover those outstanding Contractual Charges together with any reasonable costs properly incurred in responding to the dispute, to the extent permitted by law and published in the Fee Schedule.

Customers acknowledge that these Terms clearly explain the nature of the Services purchased, including the reservation of class places, Membership commitments, cancellation provisions and Refund policy, and that those contractual terms form part of the agreement accepted at the time of purchase.

11. Health, Safety & Safe Participation

11.1 Shared Responsibility

Safe participation in any physical activity is a shared responsibility between Oncore and the Customer.

Oncore will take reasonable care to provide professionally instructed group fitness classes in a reasonably safe environment.

Customers are responsible for:

• honestly assessing their own health and abilities;
• deciding whether participation is appropriate on each occasion they attend;
• providing accurate and timely information about any circumstances that may reasonably affect their participation;
• following all reasonable instructions given by Oncore staff.

11.2 Nature of Group Fitness Classes

Oncore provides professionally instructed group fitness classes.

Customers acknowledge that group fitness classes are designed for simultaneous participation by multiple Customers and are not personal training, physiotherapy, rehabilitation or one-to-one coaching services.

While instructors will make reasonable and practicable exercise modifications where appropriate, modifications must remain compatible with the safe and effective delivery of the planned group fitness class for all participants.

Oncore cannot guarantee that suitable modifications will be available for every injury, medical condition, pregnancy or individual circumstance.

Oncore does not provide rehabilitation programmes or individual clinical exercise programmes within group classes. Customers requiring rehabilitation or individually prescribed exercise should seek an appropriately qualified healthcare or rehabilitation professional.

Oncore's instructors are not engaged to provide obstetric, postnatal, physiotherapy or other specialist clinical advice. Customers requiring pregnancy-specific or clinically prescribed exercise should seek guidance from an appropriately qualified healthcare professional.

The purchase of a class does not entitle a Customer to individual instruction, a bespoke exercise programme or modifications that fundamentally alter the planned group fitness class.

11.3 Customer Responsibility Before Each Class

Customers are responsible for informing the instructor before each class of any injury, medical condition, pregnancy or other circumstance that may reasonably affect their safe participation in that day's class, regardless of whether the information has been disclosed previously.

Customers who are pregnant acknowledge that Oncore's classes are designed as general group fitness classes and are not pregnancy-specific exercise programmes. Instructors may provide reasonable modifications where practicable, but cannot guarantee that suitable modifications will be available for every stage of pregnancy, every exercise or every individual circumstance.

While Oncore may record certain health or safety information where reasonably necessary, Customers acknowledge that instructors cannot reasonably be expected to remember or have immediate access to previously disclosed information during future classes.

Customers should not assume that an instructor is aware of, or will remember, information disclosed during previous visits unless it is discussed again before the class begins.

11.4 Arriving Early for Modifications

Customers who may require exercise modifications must:

• arrive at least ten (10) minutes before the scheduled class start time;
• notify the instructor before each class (or the Front of House team where the instructor is unavailable); and
• allow sufficient time to discuss whether reasonable and practicable modifications can be accommodated within the nature of the planned group fitness class.

Requests made after the class has started may not be capable of being accommodated.

Failure to notify Oncore before the class begins may limit the instructor's ability to provide appropriate modifications and does not create any entitlement to a Refund, Alternative Remedy or extension of any Membership, Class Pack or Pass.

11.5 Suitable Participation

Customers should participate only where they reasonably believe they are able to safely participate in the substantial majority of the planned group fitness class. Where a Customer has sustained an injury, undergone surgery or has a medical condition that may affect participation, they should attend only where a suitably qualified healthcare professional has advised that participation in a group fitness class is appropriate. This expectation applies equally to pregnancy, postnatal recovery and any other temporary or permanent medical condition affecting safe participation. Advice to undertake exercise, rehabilitation, physiotherapy, Pilates or Reformer exercise generally does not necessarily mean participation in a group fitness class is appropriate.

Where a Customer's injury, medical condition or other circumstance prevents safe participation in a substantial proportion of the planned class, or requires a level of supervision or programme modification that cannot reasonably be provided within a group fitness environment, Oncore may, acting in its Reasonable Professional Judgment, advise the Customer not to participate and may recommend a more suitable class or appropriate healthcare professional.

A Customer's inability to participate fully because of their own injury, medical condition or personal circumstances does not create any entitlement to a Refund, Alternative Remedy or individual programme.

11.6 During Class

Customers remain responsible for monitoring how they feel throughout the class.

Customers should immediately stop participating if they feel unable to continue safely and should seek assistance from the instructor at the earliest safe opportunity.

If a Customer experiences pain, dizziness, injury, feels unwell or believes an exercise is not appropriate for them, they should immediately stop performing that exercise and, where appropriate, attract the instructor's attention at the earliest safe opportunity.

Customers should only resume participation where they are satisfied that it is safe to do so or after receiving appropriate guidance from the instructor.

Where a Customer is unable to continue safely, they should leave the class only when it is safe to do so, having regard to the nature of the class and the safety of other participants.

Customers remain responsible for deciding whether to follow instructor guidance. Where a Customer chooses not to follow reasonable safety instructions or recommended exercise modifications, they do so at their own risk and Oncore may require them to stop participating or leave the class where reasonably necessary for safety.

11.7 Instructor Professional Judgment

Instructors may exercise their Reasonable Professional Judgment in relation to:

• participation;
• exercise modifications;
• safety;
• class management;
• equipment;
• emergencies; and
• the effective operation of the class.

Customers agree to comply with reasonable instructions given by instructors in connection with the safe delivery of the class.

11.8 Equipment & Safety

Customers agree to:

• use equipment only as instructed;
• report damaged or defective equipment immediately;
• return equipment after use where appropriate;
• avoid misuse of equipment.

Oncore may modify exercises or equipment use where reasonably necessary for safety or operational reasons.

11.9 Medical Assistance

If Oncore reasonably believes that immediate medical assistance is required, Customers authorise Oncore to contact emergency services and take any reasonable steps considered necessary to protect the Customer or others.

11.10 Refusal of Participation

Oncore may, acting in its Reasonable Professional Judgment, refuse or discontinue participation where it reasonably believes that participation may present an unacceptable risk to the Customer or others.

Such action does not create any entitlement to a Refund, Alternative Remedy or extension of any Membership, Class Pack or Pass unless required by the Customer's Statutory Rights.

12. Studio Rules & Customer Conduct

12.1 General Conduct

Customers must behave respectfully towards:

• other Customers;
• instructors;
• Front of House staff;
• contractors;
• visitors.

Customers must follow all reasonable instructions given by Oncore staff.

12.2 Safe & Respectful Environment

Customers must not:

• behave aggressively, abusively or threateningly;
• harass, intimidate or discriminate against others;
• deliberately disrupt classes;
• behave in a manner likely to compromise the safety or enjoyment of others.

12.3 Mobile Phones & Electronic Devices

Mobile phones and other electronic devices must not be used during classes except in a genuine emergency.

Devices must be placed on silent before the class begins.

Customers must not make or receive calls, send messages or otherwise use electronic devices during class where doing so may distract instructors or other Customers.

The illumination of phone screens, particularly within dimly lit studios, may interfere with the class experience and should be avoided.

Oncore may require any device to be silenced or removed where reasonably necessary for the safe and effective operation of the class.

12.4 Photography & Recording

Customers must not photograph, film or record other Customers or members of staff without their consent.

Commercial photography or filming requires Oncore's prior written consent.

Where Oncore undertakes photography or filming for promotional purposes, this will be conducted in accordance with applicable law and Oncore's Privacy Policy.

12.5 Commercial Activity

Customers must not use Oncore Studios for commercial activity, including providing coaching, instruction, personal training, rehabilitation services or other business activities to other Customers without Oncore's prior written consent.

12.6 Alcohol, Drugs & Smoking

Customers must not participate while under the influence of alcohol or illegal drugs.

Smoking, vaping and the use of e-cigarettes are prohibited within Oncore Studios.

12.7 Personal Property

Customers remain responsible for their personal belongings.

Oncore accepts no responsibility for loss, theft or damage except where caused by Oncore's negligence or where liability cannot lawfully be excluded.

Lost property will be managed in accordance with the Studio Rules.

12.8 Damage

Customers remain responsible for any deliberate or negligent damage they cause to Oncore property or equipment.

12.9 Refusal of Entry

Oncore may, acting in its Reasonable Professional Judgment, refuse entry or require a Customer to leave where reasonably necessary to protect the safety, wellbeing or enjoyment of Customers and staff or the effective operation of the Services.

12.10 Customer Acknowledgement

Customers acknowledge that these Studio Rules are intended to maintain a safe, respectful and enjoyable environment for everyone using Oncore's Services.

Compliance with these Rules forms an important part of the Customer Agreement.

13. Suspension & Termination

13.1 Suspension by Oncore

Oncore may, acting reasonably, suspend a Customer's account, Booking privileges, Membership Benefits or access to any Service where reasonably necessary, including where:

• Contractual Charges remain unpaid;
• a payment has failed;
• Booking misuse is reasonably suspected;
• fraud or misuse is reasonably suspected;
• a Customer breaches these Terms;
• health or safety concerns arise;
• abusive, threatening or inappropriate behaviour occurs;
• investigation of an incident is reasonably required.

Suspension may be immediate where reasonably necessary to protect Customers, staff, property or the effective operation of the Services.

13.2 Effect of Suspension

During suspension, Oncore may:

• cancel future Bookings;
• prevent new Bookings;
• suspend Membership Benefits;
• restrict access to Studios;
• temporarily disable account access where reasonably necessary.

Unless expressly agreed otherwise, suspension does not:

• pause the Membership Agreement;
• extend Membership periods;
• extend expiry dates;
• waive Contractual Charges;
• reduce the Minimum Commitment Period.

13.3 Reinstatement

Where the circumstances giving rise to a suspension have been satisfactorily resolved, Oncore may, acting reasonably, restore the Customer's access to the affected Services.

Restoration following suspension does not create any entitlement to compensation, Refund or Alternative Remedy.

13.4 Termination by the Customer

Customers may terminate a Membership only in accordance with the Membership Agreement and any applicable Product Schedule.

Termination does not affect any Contractual Charges that became payable before termination takes effect.

13.5 Termination by Oncore

Oncore may terminate the Customer Agreement immediately where a Customer:

• commits fraud or attempted fraud;
• deliberately avoids Contractual Charges;
• repeatedly breaches these Terms;
• shares Memberships or accounts;
• creates duplicate accounts to obtain promotional benefits;
• deliberately damages property;
• behaves violently, abusively, unlawfully or in a manner creating an unacceptable risk to others;
• seriously or persistently misuses the Booking system;
• commits any other material breach of these Terms.

Except where immediate termination is reasonably necessary, Oncore will normally seek to resolve issues before terminating the Customer Agreement.

Following termination for fraud, abuse, repeated misconduct or other serious breach of these Terms, Oncore may refuse future applications for Membership or other Services where it reasonably considers this necessary to protect the safety, security or effective operation of the Services.

13.6 Effect of Termination

Termination of the Customer Agreement:

• immediately ends any right to use affected Services;
• does not create any entitlement to a Refund or Alternative Remedy unless required by the Customer's Statutory Rights;
• does not affect Contractual Charges already due;
• does not affect any rights or remedies that accrued before termination.

Unused Membership Benefits, Class Credits, promotional products and Reserved Places expire upon termination unless these Terms expressly provide otherwise.

Termination of a Membership does not automatically cancel future Bookings. Customers remain responsible for reviewing and cancelling any future Bookings they no longer intend to use in accordance with Section 8.

13.7 Return of Property

Customers must promptly return any property belonging to Oncore upon request.

Oncore may recover the reasonable replacement cost of property that is not returned where the Customer is responsible.

13.8 Survival

Any provision of these Terms which, by its nature, is intended to continue after suspension or termination shall remain in effect, including provisions relating to:

• Contractual Charges;
• Refunds;
• liability;
• dispute resolution;
• governing law;
• interpretation; and
• any accrued rights or obligations.

14. Privacy, Data & Communications

14.1 General

Oncore processes personal information in accordance with its Privacy Policy.

The Privacy Policy forms a separate document and explains how personal information is collected, used, stored, shared and protected.

14.2 Customer Information

Customers are responsible for ensuring that all personal information held on their account remains accurate, complete and up to date.

This includes:

• contact details;
• payment information;
• emergency contact details (where provided);
• any other information reasonably required to administer the Services.

Where a Customer provides the personal information of another person (including an emergency contact), the Customer confirms they have authority to provide that information.

14.3 Operational Records

Unless shown to be incorrect, the records maintained within Oncore's authorised booking and membership management platform will normally be treated as the primary operational record of:

• Bookings;
• attendance;
• waitlists;
• Membership status;
• payments;
• communication preferences; and
• other account activity.

Customers remain responsible for reviewing their account regularly and notifying Oncore promptly if they believe any information is inaccurate.

Customers should review Membership payments, Membership status and account activity regularly. Any suspected administrative or payment error should be brought to Oncore's attention promptly after it becomes apparent.

14.4 Health Information

Customers may choose to disclose health information relevant to their safe participation.

Oncore may record health or safety information where reasonably necessary to administer the Services safely.

Such information will be handled in accordance with the Privacy Policy and applicable data protection legislation.

14.5 Communications

Customers are responsible for monitoring communications relating to their account, Bookings and Membership.

Customers should ensure that emails from Oncore and its authorised service providers are added to their safe sender list and should regularly check spam or junk folders.

Failure to receive a communication because of spam filtering, incorrect contact details or Customer-controlled communication settings does not alter the operation of these Terms.

14.6 Communication Preferences

Customers may manage their communication preferences through Oncore's authorised booking platform.

Customers acknowledge that restricting certain communications may prevent them from receiving:

• Booking confirmations;
• waitlist notifications;
• timetable updates;
• instructor changes;
• payment notifications;
• operational announcements.

Customers who restrict communications remain responsible for monitoring their account and Bookings.

Choosing to restrict communications does not create any entitlement to a Refund, Alternative Remedy or waiver of Contractual Charges.

14.7 Delivery of Communications

Where Oncore sends a communication to the email address registered on the Customer's account, the Customer is responsible for ensuring that the email address remains current and capable of receiving emails.

Unless Oncore receives a notification that an email could not be delivered, communications correctly sent to the Customer's registered email address will normally be treated as having been received on the next Business Day after they are sent.

Customers acknowledge that emails may occasionally be filtered into spam, junk or other folders or affected by Customer-controlled email settings. Failure to read or locate a communication for those reasons does not, by itself, invalidate the communication or alter the operation of these Terms.

Nothing in this section affects any legal requirement for a notice to be given or received in a particular manner where applicable law provides otherwise.

Where these Terms require a Customer to give Written Notice to Oncore, the Customer remains responsible for obtaining any acknowledgement expressly required by these Terms.

14.8 Third-Party Providers

Oncore uses third-party providers to administer elements of its Services, including booking, payment processing, communications and other operational functions.

Such providers process personal information on Oncore's behalf in accordance with applicable law and Oncore's Privacy Policy.

14.9 CCTV

CCTV operates within certain Studio areas for the purposes of safety, security, crime prevention and the protection of Customers, staff and property.

Further information regarding CCTV is set out in Oncore's Privacy Policy.

15. Studio Operations & Business Continuity

15.1 Operational Changes

Customers acknowledge that the operation of Oncore's Services may change from time to time as part of the normal operation of the business.

Oncore may, acting reasonably, make operational changes where necessary for the safe, efficient and effective delivery of its Services. Such changes may include:

• class timetables;
• class frequency;
• class duration;
• instructor allocation;
• Studio allocation;
• equipment;
• booking systems;
• opening hours; and
• other day-to-day operational matters.

Oncore aims to provide classes substantially as advertised and will take reasonable steps to do so but does not guarantee any particular instructor, timetable, Studio location or precise environmental conditions, including room temperature, humidity, ventilation, lighting or music levels.

Published class start and finish times are approximate and may vary slightly where reasonably necessary for operational, instructional or safety reasons.

Operational changes made in accordance with this section do not normally create any entitlement to a Refund or Alternative Remedy.

15.2 Class Changes & Cancellations

Oncore may, acting reasonably, cancel, postpone, combine or reschedule classes where reasonably necessary, including because of:

• instructor illness or unavailability;
• insufficient bookings;
• equipment failure;
• maintenance;
• health and safety concerns;
• utility failures; or
• circumstances outside Oncore's reasonable control.

Where reasonably practicable, Oncore will notify affected Customers in advance and may offer an appropriate Alternative Remedy.

15.3 Studio Closures

Oncore may temporarily close any Studio or part of a Studio where reasonably necessary for:

• maintenance;
• refurbishment;
• health and safety;
• emergency situations;
• operational requirements; or
• circumstances outside Oncore's reasonable control.

Where reasonably practicable, Oncore may offer access to an alternative Studio or another appropriate Alternative Remedy.

15.4 Equipment

Oncore may substitute, remove or temporarily withdraw equipment where reasonably necessary for safety, maintenance or operational reasons.

Oncore may allocate or reallocate equipment, stations or Customer positions where reasonably necessary for operational, instructional or safety reasons. Customers must follow any reasonable directions given by Oncore staff regarding equipment allocation.

Where appropriate, instructors may modify classes to reflect any equipment changes.

15.5 Technology

Oncore may update, replace or modify its booking systems, payment providers, website, mobile applications or other operational technology from time to time.

Customers remain responsible for using the current systems specified by Oncore and for ensuring that their devices, internet connection and contact details enable them to access the Services.

15.6 Third-Party System Failure

Oncore is not responsible for temporary disruption caused by the failure of third-party systems outside its reasonable control, including booking platforms, payment providers, internet services or utility providers.

Oncore will take reasonable steps to minimise disruption and restore Services as soon as reasonably practicable.

Where a Customer experiences a technical issue affecting Bookings, cancellations or payments, they should contact Oncore as soon as reasonably practicable using another available communication method.

Temporary technical issues do not automatically extend booking deadlines or create any entitlement to a Refund or Alternative Remedy, although Oncore may consider the individual circumstances when exercising its Reasonable Professional Judgment.

15.7 Business Continuity

Oncore may make reasonable changes to the way its Services are delivered, including relocation, refurbishment, rebranding, changes to business systems or other operational restructuring, provided that the overall nature of the Services purchased is not materially reduced without appropriate notice.

Where Services are materially affected, Oncore will take reasonable steps to minimise disruption and, where appropriate, may offer an Alternative Remedy in accordance with these Terms.

16. General Contract Provisions

16.1 Statutory Rights

Nothing in these Terms excludes, restricts or limits any Statutory Rights or any liability that cannot lawfully be excluded or limited.

Nothing in these Terms affects any statutory cancellation rights that a Customer may have under applicable consumer legislation in relation to purchases made online or otherwise at a distance. Where such rights apply, they will be exercised in accordance with the applicable legislation.

16.2 Entire Agreement

These Terms, together with the applicable Schedules, Privacy Policy and any documents expressly incorporated by reference, form the entire agreement between Oncore and the Customer relating to the Services.

16.3 Authority of Staff

Unless confirmed in writing by an authorised member of Oncore management, instructors, Front of House staff and other employees are not authorised to:

• vary these Terms;
• waive Fees or Contractual Charges;
• agree Refunds;
• vary Membership Agreements; or
• make binding promises regarding Customers' contractual rights or obligations.

Customers should not rely upon statements that are inconsistent with these Terms unless confirmed in writing by an authorised member of Oncore management.

16.4 Order of Precedence

If there is any inconsistency between documents, the following order shall apply:

1. These Terms & Conditions;
2. The applicable Schedules;
3. The Privacy Policy (in relation to personal information);
4. Any other document expressly incorporated by these Terms.

16.5 No Waiver

Failure by Oncore to exercise any right under these Terms, or the provision of any discretionary goodwill gesture, shall not constitute a waiver of any future right nor establish any precedent or ongoing obligation.

16.6 Variation

Oncore may amend these Terms where reasonably necessary for legal, operational or commercial reasons.

Where a change materially affects existing Customers, Reasonable Notice will be provided before the change takes effect.

Continued use of the Services after the effective date constitutes acceptance of the revised Terms.

16.7 Force Majeure

Oncore shall not be liable for any failure or delay in performing its obligations where caused by circumstances beyond its reasonable control, including:

• natural disasters;
• extreme weather;
• fire;
• flood;
• pandemic;
• epidemic;
• government action or restrictions;
• industrial disputes;
• utility failures;
• cyber incidents;
• failure of third-party service providers.

Oncore will take reasonable steps to minimise disruption and resume normal operations as soon as reasonably practicable.

Where reasonably practicable, Oncore may offer an Alternative Remedy where Services cannot be provided because of a Force Majeure event, although no Refund shall arise unless required by the Customer's Statutory Rights.

16.8 Assignment

Oncore may assign or transfer its rights and obligations under these Terms as part of the sale, transfer or restructuring of its business, provided that doing so does not reduce the Customer's Statutory Rights.

16.9 Severability

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions shall continue in full force and effect.

16.10 Rights of Third Parties

A person who is not a party to these Terms has no right to enforce any provision of them except where applicable law provides otherwise.

16.11 Interpretation

Headings are included for convenience only and do not affect interpretation.

Words importing the singular include the plural and vice versa.

References to legislation include any amendment, replacement or re-enactment of that legislation.

References to "including" or similar expressions are illustrative only and do not limit the general meaning of the preceding words.

Each party agrees to provide information honestly and accurately when exercising rights or making requests under these Terms.

16.12 Complaints & Dispute Resolution

Oncore aims to resolve concerns promptly, fairly and in a practical manner.

Customers should raise any complaint or concern as soon as reasonably practicable after the relevant event so that it can be investigated while information, records and any available evidence remain reasonably accessible.

Customers should provide sufficient information to allow the matter to be investigated, including where appropriate:

• the relevant date and time;
• the Studio location;
• details of the class, Booking or Service concerned; and
• a clear description of the issue.

Oncore will investigate complaints fairly and, where appropriate, may request reasonable supporting information where this is necessary to investigate a complaint and before reaching a decision.

Unless immediate action is reasonably required for health, safety or legal reasons, Customers and Oncore should continue to comply with their respective obligations under these Terms while any complaint is being investigated.

Nothing in this section prevents either party from exercising any legal rights or remedies available under applicable law.

16.13 Governing Law

These Terms are governed by the laws of England and Wales.

Any dispute arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Liability & Responsibility

17.1 Purpose

This section explains the respective responsibilities of Oncore and Customers and the circumstances in which either party may be responsible for loss arising from the provision or use of the Services.

17.2 Statutory Rights

Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited under applicable law, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• any other liability or Statutory Right that cannot lawfully be excluded or restricted.

17.3 Customer Responsibilities

Customers remain responsible for:

• deciding whether participation is appropriate for their own health, abilities and circumstances;
• honestly assessing whether they can safely participate on each occasion they attend;
• following reasonable instructions given by Oncore staff;
• informing the instructor before each class of any injury, pregnancy, medical condition or other circumstance that may reasonably affect safe participation; and
• taking reasonable care of their own personal property.

Nothing in these Terms shall exclude or limit a Customer's duty to take reasonable care for their own health, safety and personal belongings while using the Services.

17.4 Oncore's Responsibilities

Oncore will exercise reasonable skill and care in providing its Services.

In particular, Oncore will:

• take reasonable care to provide professionally instructed group fitness classes;
• take reasonable steps to maintain its Studios and equipment;
• exercise Reasonable Professional Judgment where these Terms require it; and
• act reasonably when exercising rights under these Terms.

17.5 Limitations of Liability

Except where liability cannot lawfully be excluded or limited, Oncore is not responsible for:

• indirect or consequential loss;
• loss of business, income or commercial opportunity;
• loss arising from a Customer's failure to follow reasonable instructor guidance;
• loss arising from a Customer's failure to disclose information relevant to their safe participation;
• loss of or damage to personal property except where caused by Oncore's negligence; or
• disruption caused by circumstances outside Oncore's reasonable control.

17.6 Maximum Liability

Nothing in these Terms limits Oncore's liability where the law provides otherwise.

Subject to that, Oncore shall be responsible only for losses that result from its failure to exercise reasonable skill and care in providing the Services.

Safe participation in group fitness activities depends upon both Oncore and Customers fulfilling their respective responsibilities under these Terms.

SCHEDULE 1 – FEE SCHEDULE (FEES & CHARGES)

1. Membership Administration Fees

1.1 Membership Pause

Membership pauses are not available during any applicable Minimum Commitment Period and are subject to the eligibility and notice requirements contained within the Membership Agreement and these Terms.

2. Class Pack Administration Fees

2.1 Class Pack Extension

Extensions are granted only where permitted by the Terms & Conditions.

3. Booking Fees

3.1 Late Cancellation Fees

Late Cancellation fees apply to the class types specified below.

The applicable Late Cancellation fee is charged in addition to the loss of the reserved class credit where applicable.

3.2 No Show Fees

No Show fees apply to the class types specified below.

The applicable No Show fee is charged in addition to the loss of the reserved class credit where applicable.

3.3 Monthly Exemptions

Monthly Late Cancellation and No Show exemptions are provided as a Membership Benefit to allow for occasional unavoidable circumstances. They are not intended to provide an alternative method of cancelling Bookings.

An exemption waives the applicable Late Cancellation or No Show Fee only. It does not remove the Late Cancellation or No Show from the Customer's account history or prevent it from counting towards any applicable Unlimited Membership fair-use limit.

Exemptions reset at the beginning of each calendar month, do not roll forward, have no cash value and cannot be transferred between Customers.

Once the applicable monthly exemption has been used, each subsequent Late Cancellation or No Show during that calendar month will automatically incur the applicable Fee set out in the Fee Schedule.

Unlimited Memberships do not include any No Show exemption. Every No Show under an Unlimited Membership will incur the applicable No Show Fee.

These Fees are intended to protect fair access to limited-capacity classes and discourage Customers from reserving places they do not intend to use.

Any Late Cancellation or No Show exemptions applicable to a Membership will be specified in the applicable Membership Agreement.

4. Payment Administration

4.1 Failed Payments

The first failed payment on an account will normally not incur an administration fee.

Where repeated failed payments occur because a Customer has failed to maintain valid payment details or sufficient funds, the following administration fee applies:

Failed Payment Administration Fee: £10

This fee is intended to recover the reasonable administrative costs incurred by Oncore in managing repeated failed payments.

4.2 Outstanding Balances

Where Contractual Charges remain unpaid, Customers remain responsible for:

• all outstanding Contractual Charges;
• any reasonable third-party recovery costs properly incurred;
• any additional reasonable administrative costs recoverable under the Terms & Conditions and applicable law.

5. Chargebacks & Payment Disputes

Where a Customer initiates a chargeback or payment dispute and the disputed Contractual Charges are subsequently found to remain payable under the Terms & Conditions, the Customer shall be responsible for:

• the actual chargeback fee charged to Oncore by its payment provider;
• a £25 Chargeback Administration Fee representing the reasonable internal cost of investigating and responding to the dispute; and
• any reasonable third-party recovery costs properly incurred.

Nothing in this Schedule limits a Customer's right to raise a legitimate payment dispute.

6. General

All fees within this Schedule are payable in addition to any outstanding Contractual Charges where applicable.

Oncore may waive any fee as a discretionary goodwill gesture.

Any such waiver:

• is entirely discretionary;
• does not create a contractual entitlement;
• does not establish any precedent; and
• does not affect Oncore's right to apply the same fee in future.

SCHEDULE 2 – MEMBERSHIP & PRODUCT SCHEDULE

This Schedule forms part of the Oncore Customer Terms & Conditions.

This Schedule describes the features and benefits of each Membership and Product offered by Oncore. Membership prices and product availability may change from time to time in accordance with the Terms & Conditions.

1. Memberships

1.1 Membership Class Categories

Unless expressly stated otherwise for a particular Membership:

• Core Memberships provide access to Core classes only and exclude Reformer and Lagree classes.
• Reformer Memberships provide access to Reformer and Core classes but exclude Lagree classes.
• Lagree Memberships provide access to Lagree, Reformer and Core classes.

For the purposes of this Schedule, Core classes means Oncore classes other than Reformer and Lagree.

The specific terms applicable to each Membership are set out in the applicable Membership Agreement accepted by the Customer at the time of purchase, together with these Terms and the applicable Schedules.

For each Membership, the applicable Membership Agreement will specify:

• Membership name;
• Monthly price;
• Minimum Commitment Period (where applicable);
• Included Class Credits (or Unlimited access);
• Class types included;
• Rollover entitlement (where applicable);
• Late Cancellation exemptions (where applicable);
• No Show exemptions (where applicable);
• Renewal and cancellation requirements; and
• Any additional Membership Benefits.

The current Membership & Product Schedule is published by Oncore on its website and authorised booking platform.

2. Class Packs

For each Class Pack, the product information presented to the Customer at the time of purchase will specify:

• Product name;
• Purchase price;
• Number of Class Credits;
• Eligible class types;
• Validity period;
• Transferability (where applicable);
• Expiry date calculation;
• Any applicable restrictions.

The Class Pack purchased, together with the product information presented at the time of purchase, these Terms and the applicable Schedules, forms part of the Customer Agreement.

3. Introductory Offers

For each Introductory Offer, the product information presented to the Customer at the time of purchase will specify:

• Product name;

• Purchase price;
• Number of included classes;
• Eligible class types;
• Validity period;
• Eligibility criteria;
• Any applicable restrictions.

The Introductory Offer purchased, together with the product information presented at the time of purchase, these Terms and the applicable Schedules, forms part of the Customer Agreement.

4. Booking Windows

Oncore operates rolling Booking windows. The applicable Booking window determines how far in advance a Customer may make a Booking and may vary between Memberships, Products or class types.

The applicable Booking window will be displayed through Oncore's authorised booking platform when the Customer makes a Booking.

Booking windows are operational arrangements and Oncore may make reasonable changes to Booking windows from time to time to manage class capacity, availability and fair access. Any such change does not entitle a Customer to a Refund, extension or cancellation of a Membership, except where required by law.

5. Rollover

Where rollover forms part of a Membership, the Membership & Product Schedule will specify:

• whether rollover applies;
• the maximum number of credits that may roll over;
• when rolled-over credits expire;
• any conditions that apply.

Unless expressly stated otherwise:

• rollover applies only whilst the Membership remains active;
• rolled-over credits cannot be redeemed after Membership termination.

6. Membership Benefits

Where applicable, the Membership & Product Schedule will specify:

• priority booking;
• guest passes;
• complimentary classes;
• discounts;
• partner benefits;
• promotional offers; or
• any other Membership Benefits.

Unless expressly stated, Membership Benefits:

• have no cash value;
• are personal to the Customer;
• cannot be transferred;
• expire immediately upon Membership termination.

7. Unlimited Membership Fair-Use Limits

Unlimited Memberships are subject to the following fair-use limits:

• a maximum of two (2) active Bookings may be held for any one day;
• a maximum of two (2) classes may be attended per day; and
• a maximum of thirty (30) classes per calendar month.

For the purposes of the monthly limit, a class counts towards the thirty (30) class allowance where the Customer:

• attends the class;
• makes a Late Cancellation; or
• receives a No Show.

A Booking cancelled at least twelve (12) hours before the scheduled class start time will also cease to count towards the applicable daily limit. The Customer may use that availability to make another Booking, subject to the other Booking and fair-use provisions contained within these Terms.

Accordingly, a Customer may make more than thirty (30) individual Bookings during a calendar month where Bookings are cancelled within the permitted cancellation period, provided that no more than thirty (30) classes ultimately result in attendance, Late Cancellation or No Show.

These fair-use limits are intended to ensure reasonable and equitable access to Oncore's limited-capacity classes for all Customers.

Oncore may restrict Booking privileges or take other reasonable action in accordance with Section 8.12 where an Unlimited Membership or the Booking system is persistently misused.

Unlimited Memberships and all other Unlimited Products are personal to the Customer and must not be shared with, or used by, any other person. Section 7.6 of these Terms applies to every Unlimited Product.

8. Monthly Booking Exemptions

Unlimited Memberships: two (2) Late Cancellation exemptions and zero (0) No Show exemptions per calendar month.

A Late Cancellation counts towards any applicable Unlimited Membership fair-use limit regardless of whether a Late Cancellation Fee is waived under an exemption.

All other monthly Memberships: two (2) Late Cancellation exemptions and one (1) No Show exemption per calendar month.

Unless expressly stated otherwise:

• exemptions reset each calendar month;
• unused exemptions do not roll forward;
• exemptions are personal to the Membership Holder;
• exemptions have no cash value.

9. Product Changes

Oncore may introduce, withdraw or amend Memberships, Class Packs, Introductory Offers or other Products from time to time.

Reasonable Notice will be given where changes materially affect existing Membership Holders.

SCHEDULE 3 – STUDIO RULES

This Schedule forms part of the Oncore Customer Terms & Conditions.

These Studio Rules are intended to maintain a safe, respectful and enjoyable environment for all Customers and staff.

1. Before Your Class

Customers should:

• arrive at least ten (10) minutes before their first class;
• arrive at least five (5) minutes before all subsequent classes;
• ensure they are attending the correct Studio location;
• complete check-in and be fully ready to enter the Studio and participate in the class no later than two (2) minutes before the scheduled class start time (the check-in cut-off time);
• use the toilet, fill water bottles, change clothing and complete any other personal preparations before the check-in cut-off time;
• notify the instructor before every class of any injury, pregnancy, medical condition or other circumstance that may reasonably affect safe participation;
• where exercise modifications may be required, arrive at least ten (10) minutes before class to discuss these with the instructor (or Front of House where the instructor is unavailable).

Readiness to Participate

Customers are responsible for allowing sufficient time before class to complete all personal preparations, including changing, filling water bottles, using the toilet, storing belongings and checking in.

The published class start time is the time at which instruction begins, not the time to commence personal preparations or enter the studio.

Customers who are not ready to enter the studio by the check-in cut-off time may be refused entry in accordance with the Terms & Conditions.

2. During Class

Customers must:

• follow all reasonable instructor directions;
• use equipment only as instructed;
• participate only where they believe they can safely take part in the substantial majority of the class;
• stop any exercise that causes pain, dizziness or concern and notify the instructor at the earliest safe opportunity;
• treat instructors, Customers and staff respectfully;
• avoid behaviour that disrupts the class.

Whilst Oncore will take reasonable steps to manage the behaviour of Customers, it cannot guarantee that every Customer will behave appropriately at all times.

3. Customer Courtesy & Studio Etiquette

Customers should be mindful that group fitness classes are shared experiences. Behaviour that unreasonably distracts or disrupts other Customers, including excessive conversation, repeated late entry attempts, unnecessary use of electronic devices or failure to follow reasonable studio etiquette, may result in intervention by Oncore staff.

4. Mobile Phones

Mobile phones and electronic devices:

• must be placed on silent before class;
• must not be used during class except in a genuine emergency;
• must not be used for calls, messaging, social media or other personal use during class;
• should avoid illuminating screens unnecessarily, particularly in dimly lit studios.

5. Equipment

Customers must:

• use equipment only for its intended purpose;
• return equipment where requested;
• immediately report damaged equipment;
• not attempt repairs or adjustments unless instructed.

6. Hygiene

Customers should:

• wear appropriate clean exercise clothing;
• wear suitable footwear where required;
• use a towel where requested;
• wipe down equipment where instructed;
• maintain appropriate personal hygiene.

7. Personal Belongings

Customers are responsible for their personal belongings at all times. Oncore accepts no responsibility for loss, theft or damage to personal property except where caused by Oncore's negligence or where liability cannot lawfully be excluded.

Lost property handed to Oncore will be retained for fourteen (14) days, after which it may be donated, recycled or otherwise disposed of if unclaimed.

Customers are responsible for collecting lost property during the published opening hours of the relevant Studio.

Due to the volume of Customers using our Studios, Oncore is unable to search for, identify, reserve or respond to individual enquiries regarding lost property by email, telephone, social media or other messaging services. Customers wishing to recover lost property should attend the relevant Studio in person during opening hours.

In summary, lost property:

• will normally be retained for fourteen (14) days;
• must be collected in person during staffed opening hours;
• cannot normally be searched for or identified in response to telephone calls, emails or messages;
• may be donated, recycled or otherwise disposed of after the retention period.

8. Safety

Customers must not:

• participate whilst under the influence of alcohol or illegal drugs;
• behave aggressively, abusively or inappropriately;
• intentionally misuse equipment;
• endanger themselves or others.

9. Photography & Recording

Customers must not photograph, film or record other Customers or members of staff without their consent.

Commercial photography or filming requires prior written consent from Oncore.

10. Children & Spectators

Only Customers participating in a class may enter studio spaces unless expressly authorised by Oncore.

Children who are not participating in a class must remain supervised by a responsible adult at all times.

11. Animals

Animals are not permitted within the Studios except for assistance dogs where required by law.

12. Compliance

Failure to comply with these Studio Rules may result in:

• refusal of entry;
• removal from a class;
• suspension of Booking privileges;
• suspension or termination of Services,

in accordance with the Terms & Conditions.