FAQ — FREQUENTLY ASKED QUESTIONS

Last updated: November 2025

FAQ — Frequently Asked Questions

This FAQ page provides quick answers to the most common questions about The Pilates Room, our services, payment options, policies, and studio experience.

1. How do I book a Pilates session?

You can book through our website or by sending a WhatsApp message to 018-400 2846.
All sessions are by appointment only.

2. What is your cancellation policy?

Sessions must be cancelled at least 12 hours before the scheduled time.
Late cancellations or no-shows will result in the full session being deducted from your package.

3. What should I wear for Pilates?

Wear comfortable workout clothing.
Grip socks are recommended for hygiene and safety.

4. Do you offer beginner-friendly sessions?

Yes. We have private and duet sessions suitable for beginners, returning clients, and those with injuries.

5. Do you accept walk-ins?

No. All sessions require prior booking due to limited studio slots.

6. What payment methods do you accept?

We accept:

• Stripe (online credit/debit card)

• FPX

• GrabPay

• Cash

• Bank transfer

• DuitNow / QR payments

In-studio payments do not include Stripe fees.

7. Why is the online payment price higher?

Stripe charges 3% + RM 1 per online payment.
We do not add any markup; clients pay the exact Stripe fee.

A full explanation is available on our Payment Information page.

8. Are packages refundable?

No. All Pilates packages and services are non-refundable.
Please refer to our Returns & Refunds Policy for full details.

9. Do packages expire?

Yes. Each package includes a validity period which is clearly stated at the time of purchase.

10. Can I transfer my package to someone else?

Yes. Packages may be transferred once, subject to approval.
Transfers must be requested in writing.

11. Do you sell food in the studio?

Yes. We offer Pure Eats Sdn Bhd healthy meals in our studio fridge.
All food purchases are final and non-refundable due to their perishable nature.

12. Can food items be returned or cancelled?

No. Perishable products cannot be returned, cancelled, or exchanged once purchased.

13. Do you accept returns for merchandise?

Yes. Merchandise may be returned within 30 days if unused and in original packaging.
Please refer to our Returns & Refunds Policy for full conditions.

14. Where is The Pilates Room located?

109, Jalan Medang Serai
Bukit Bandaraya
59100 Bangsar
Kuala Lumpur
Malaysia

15. What are your operating hours?

Monday to Sunday
9:00 AM – 9:00 PM
(By appointment only)

If you have a question not listed here, please contact us at:
Email: enquiries@thepilatesroom.com.my
WhatsApp: 018-400 2846