All classes are for students aged 16+ unless specifically stated in the name of the class (e.g. mum and baby). We will not allow anyone under 16 to join in adult classes and if you book a class for an underage student you will lose your place and may not be entitled to a refund if the class begins within 7 days (see more on cancellations and refunds below).
We can only refund single transactions, not random amounts of points in your account – i.e. When you buy a bundle of credits you can request a refund up to 7 days after purchase if you have not used/spent any of the credits on classes. Once you have spent any of the credits you are deemed to have accepted the terms of service and can use the catchup system to recredit your account with points, but you will not be entitled to a monetary refund at all. If you book a class directly (rather than a bundle of points) you can request a refund up to seven days before the class starts but if the class start is within seven days you will only be able to recredit your account with points using the catch up system. If it is a course of say four classes the 7 day window applies to the first class of the course.
Under no circumstances will we refund points into pounds. This is because you may have bought different deals with the points and so it is impossible for us to put a financial value on them and if we have provided a deal you get the cheaper class rate on the condition that you commit to a block of classes so if we refund the points then you have had the cheaper class without the commitment. You are welcome to sell your points to another Cloud student at any time though.
Absolutely no refunds will be issued for cancellation within 7 days of the term or class start date or once the term of classes has begun. If you are unable to attend a class you have paid for you can attend another class using our catch up credit system. This is explained below. This only applies to regularly scheduled Cloud classes run by Cloud teachers, not workshops or masterclasses.
Outside workshops run by independent teachers, weekend masterclasses or intensive workshops have a no refund policy and the catch up system does not apply. You will not receive credits if you cancel, all bookings are final. You are welcome to try and sell your space to other students and we will of course transfer bookings if this takes place but we will not refund you and we will not sell your place for you.
If you book a private lesson with one of our instructors and you wish to cancel, you must give 24 hours notice or you will have to pay a £10 cancellation fee. Points cannot be used for private lessons because these fees are paid directly to the teachers and do not go through Cloud’s booking systems.
Please speak to us regarding any issues you have about attendance, we endeavour to be as flexible as possible for you. It is imperative that you let us know about any issues in good time before the class takes place. If you wait until after the class has taken place it is less likely we will be able to help.
Cloud reserves the right to cancel or change classes at any time – we endeavour not to do this without plenty of notice and only during extreme circumstances would a class be cancelled. If you have paid for your class and it is cancelled, you will be reimbursed or transferred to another class at your discretion. Cloud has no control over classes run by outside instructors. Cloud reserves the right to refuse entry to classes – if you book onto a class that is beyond your level Cloud is not obligated to honour your booking and will not refund your points. Cloud is not obligated to allow anyone entry to class and may refuse your entry at any time. It is entirely at Cloud’s discretion to refuse entry into class for whatever reason and Cloud’s decision is final. If you are refused entry into a class because the teacher believes you are not of the requisite level, this is entirely their decision and is non-negotiable. If you breach any of our class rules (displayed within the studio) you may be asked to leave the class and will not receive a refund for that class.
CATCH UP POINTS
We provide a ‘catch up’ service where if you cannot attend a class you have paid for, as long as you click ‘I cannot attend’ within 24 hours of the class starting, you will get the points back in your account and you can then spend them on another class.
- Choose the class you cannot attend on the My Account/My Classes page and click ‘I cannot attend’. This will credit your account with the same amount of points as the class is worth.
- Choose the class you want to attend instead and click ‘book single class’ and ‘confirm my place’. The system will automatically spend the points you have in your account.
- You must click ‘I cannot attend’ at least 24 hours before the class starts
- Credits never expire
- They will not be added retroactively for ANY reason if you miss the window
- The catch up system only applies to our regular scheduled classes, not masterclasses, weekend workshops or intensives.
Remember – you must click ‘I cannot attend’ 24 hours before your class is due to start, otherwise you will not receive a catch up points and we cannot add these later. The button disappears within 24 hours of the class starting so if it’s not there it means you’re too late. It is stated on every single class page that you have a twenty-four hour window so we will not accept ignorance of this rule as a reason for wanting a catch up after the window has closed. We are unable to add catch up credits after this 24 hour window has closed no matter what the reason is so please don’t ask us to break this rule as we can’t be fair to everyone if we allow some people to break the rule and not others.
Catch up points do not apply to workshops, masterclasses, intensives, private lessons or any events other than our normal scheduled classes.
We offer catch ups so that you have the opportunity to get all the classes you’ve paid for with a modicum of flexibility to them. You can spend your points on any aerial discipline so if for example you’ve booked pole but then click I cannot attend you don’t have to rebook pole, you can do anything. The reason we have the four hour window is so that we can try and fill your place with another student so no one is missing out when they don’t have to. This is why we don’t allow catch ups to be added retrospectively if you haven’t unclicked your attendance in time.
Please be on time for your classes – if you are late and miss the warm up you are required to warm yourself up and the responsibility for being warm and ready to join the class transfers to you; no responsibility will be accepted by Cloud if you are not physically ready to join in or sustain injuries due to being improperly warmed up.
Do not teach other students – you are not qualified, experienced or insured to teach Cloud’s students and you should not do so, nor should you ask another student to show you how to do a move that you have not been shown by your teacher. If another student sustains an injury because you have incorrectly told them to do something then Cloud cannot be held responsible. Additionally, if you perform a move that you have been advised to do by another student rather than your teacher, Cloud will not be held responsible for any injuries you sustain. Students found to be repeatedly breaking this rule will be spoken to about this; it’s extremely important that students teaching students does not happen in class. The disclaimer you sign at the beginning of every class states that Cloud will not be held responsible for any moves performed that have not been directly demoed by the teacher.
You must wear appropriate clothing for classes – all jewellery must be removed before class – rings and bracelets can scratch the pole and get caught on the hoops, causing injury. Any sharp or metal objects worn can tear the silks and damage our equipment. If you have an item of jewellery that you cannot remove, you may cover it with a plaster or bandage, but you will be liable for any damage of our equipment and Cloud will not be liable for any jewellery related injuries.
At Cloud we allow anyone to take photographs and videos of their moves, but we ask that you do not video the instructor teaching the class without their express permission. We also ask that you inform your instructor before class begins if you are uncomfortable with videos being taken. Cloud instructors will often video and photograph the classes to display on websites or social media; if you are unhappy with this you must inform your teacher before the class begins. The disclaimer you sign at the beginning of each class states that we use video and photography in our classes. If you want to video your child in any of the kids or baby classes, please make sure there are no other children in the background or that you have the express permission of the parent of that child. If you have any queries just take a look at our FAQs section on the website or drop us an email.