Suggest a plan
Ask how often they want to come and what they enjoy. Put it in below and you will get the right tier, the price, and the honest alternative.
All need one calendar month's notice. Annual gets a longer freeze and an extra guest pass. 6 month is not advertised online, offer it at the desk when someone wants a middle option.
Value calculator
Show them what they are paying now against what they would pay as a member. Best used with someone already coming regularly on drop-ins or an intro.
Intro conversion
An intro offer is worth £59. A member who stays a year is worth well over a thousand. This is the highest value conversation any of us has, and it happens in the room rather than at the desk.
How the intro works
£59 · 10 credits · 14 days. That is roughly 3 reformer classes, or 5 mat classes, or a mix. Most people use it for around three and a half classes before they decide.
The five moments
- Their first classLearn their name and use it. Ask what brought them in. Tell them what to try next and when you are teaching it.
- Their second or thirdAsk how they are finding it. If they have only done one discipline, point them at the other. People who try both convert far more often than people who try one.
- Around day 7This is the moment, not their last day. "You have been in three times this week, which is roughly OREN 18. Shall I show you what that looks like?"
- Their last few daysBe direct and warm. "Your intro finishes Friday. I would hate you to lose the rhythm you have built. Want me to sort a membership before then?"
- If they do not joinAsk why, genuinely, and tell us. Price, times, and nerves are three completely different problems and we can fix two of them.
Match what they have actually done
Do not reach for the biggest tier. Use the Suggest a plan tab with the number of classes they have actually been taking. Someone doing two a week should be shown OREN 18, not OREN 36. Recommending too big is the fastest way to lose them, and they cancel three months later anyway.
Leaving early
Before anything is cancelled, work through these. Most people who ask to leave do not actually want to leave, they want something to change.
Find out which it is
- MoneyOffer a lower tier rather than losing them. Moving from OREN 24 to OREN 12 keeps them here and keeps them paying.
- Time or schedule changedOffer a freeze. Annual members get up to one month a year, 3 month members up to two weeks. Also check whether a different class time would work.
- Not using itRemind them credits roll over. A quiet month is not wasted. Then work out what would actually get them back in.
- Injury, pregnancy or illnessFreeze first. Talk to Kelly, we will always look after people properly here.
- Genuinely leavingMoving away or a real life change. Be gracious, process it properly, and tell them the door is open.
Notice, by membership type
| Membership | After the minimum term | Notice needed |
|---|---|---|
| 3 Month | Rolls monthly, no new fixed term | 1 calendar month, in writing |
| Annual | Renews for another 12 months | 1 calendar month before the term ends |
| First 50 Annual | Renews at the First 50 renewal rate | 1 calendar month before the term ends |
| Legacy | Rolling monthly, no fixed term | 30 days, in writing |
Annual does not quietly roll on unnoticed. We send a reminder around 30 days before a term ends, and First 50 members are contacted in their 11th month with their renewal price.
Leaving partway through a term
They can leave, and you can say so. There is an early release fee: the lower of £250, or the total payments left in their term. It can never be more than they had committed to anyway.
The membership closes at the end of their current paid month once it is agreed. Requests go in writing to oren@orenwellness.co.uk.
This does not apply to Legacy memberships, which are 30 days' notice and no fee.
When the fee is waived
We waive it and ask for one month's notice instead, with reasonable supporting information, in any of these:
- Serious illness or injury preventing exercise for more than four weeks
- Pregnancy
- Redundancy or a significant loss of income
- Moving more than three miles away, or otherwise out of the area
You can state these confidently, they are in our terms. In most of these a freeze suits them better, so offer that first.
Freezing
Annual: up to one month a year. 3 Month and 6 Month: up to two weeks a year.
Normally arranged to fall on their payment date. Their place and their rate are held. If they use the studio during a freeze, the freeze ends.
Changed their mind in the first 14 days
They can cancel within 14 days of joining. If they have not used it, full refund. If they have taken classes, we deduct a fair amount for what they used. In writing to oren@orenwellness.co.uk.
Escalate, do not answer
Anything about a founding, legacy, held or complimentary membership, or any individual member's price or migration. Kelly handles every one of these personally, without exception.
Also escalate any request for an exception to the above. Say you will check and come back to them. We would rather be generous by choice than cornered into it.
Answer library
The questions that come up most, with answers you can give confidently on the spot.
Client scripts
Not to be read word for word. They are here so you have a good answer ready rather than reaching for one.
Quick reference
Everything on one screen.
Memberships, per month
| Plan | Credits | Reformer | Mat | 3 month | 6 month | Annual |
|---|---|---|---|---|---|---|
| OREN 8 · Mini | 8 | 2 | 4 | £72 | £68 | £64 |
| OREN 12 · Essential | 12 | 4 | 6 | £102 | £96 | £90 |
| OREN 18 · Balance | 18 | 6 | 9 | £144 | £135 | £126 |
| OREN 24 · Elevate | 24 | 8 | 12 | £180 | £168 | £156 |
| OREN 36 · Signature | 36 | 12 | 18 | £252 | £234 | £216 |
Reformer and Mat columns show the most you could take if you did only that one type. Credits mix freely and roll over for as long as the membership is active. 6 month is not published online, offer it at the desk.
When we run first month free on annual
| Plan | Normal annual | With the offer | They pay over the year | They save |
|---|---|---|---|---|
| OREN 8 · Mini | £64 | £59 | £708 | £60 |
| OREN 12 · Essential | £90 | £83 | £996 | £84 |
| OREN 18 · Balance | £126 | £116 | £1,392 | £120 |
| OREN 24 · Elevate | £156 | £143 | £1,716 | £156 |
| OREN 36 · Signature | £216 | £198 | £2,376 | £216 |
Only when a first month free promotion is running. The free month is spread across the year rather than given as one month at zero, so they pay the lower amount every month for twelve months. The "with the offer" column is what actually leaves their account.
Credits
| Class | Credits |
|---|---|
| Reformer Pilates | 3 |
| Mat and Hot Mat Pilates | 2 |
| On-Demand Reformer | 2 |
| Recovery Suite | Not on credits |
Drop-in, non-member
| Class | Price |
|---|---|
| Reformer | £30 |
| Mat and Hot Mat | £20 |
| On-Demand Reformer | £20 |
| Recovery Suite | £25 |
Extra classes beyond their credits
| Plan | Discount | Reformer | Mat | Recovery |
|---|---|---|---|---|
| OREN 8 · Mini | 20% | £24.00 | £16.00 | £12.50 |
| OREN 12 · Essential | 25% | £22.50 | £15.00 | £12.50 |
| OREN 18 · Balance | 30% | £21.00 | £14.00 | £12.50 |
| OREN 24 · Elevate | 35% | £19.50 | £13.00 | £12.50 |
| OREN 36 · Signature | 40% | £18.00 | £12.00 | £12.50 |
Recovery is 50% off for every member at £12.50, whatever the tier. It does not follow the tier discount. There is no set member rate for an extra On-Demand session, so do not quote one, escalate.
Class cancellation
| Situation | What happens |
|---|---|
| Cancelled more than 12 hours before | Credits returned |
| Cancelled inside 12 hours | Credits forfeited, £5 fee |
| No-show | Credits forfeited, £5 fee |
| Private 1:1, inside 24 hours | Session lost, no refund |
| Arriving after a class has started | No entry. Offer another class that day |
Credits forfeited differ by class: 3 for reformer, 2 for mat, on-demand or recovery on intro credits. Explain the fee warmly the first time. Never improvise a different one.
Packs, valid 4 months
| Pack | Price |
|---|---|
| Reformer, 10 classes | £255 |
| Recovery, 10 sessions | £220 |
| Mat, 10 classes | £170 |
| On-Demand, 10 classes | £170 |
Member perks
| Perk | 3 and 6 month | Annual |
|---|---|---|
| Credit roll-over | While active | While active |
| Freeze | Up to 2 weeks a year | Up to 1 month a year |
| Guest passes | 1 a month | 2 a month |
| Priority booking | 15 days ahead | 16 days ahead |
| Retail and refreshments | 10% off | 10% off |
| Recovery sessions | 50% off, £12.50 | 50% off, £12.50 |
| Recovery bolt-on | £30 for 4 a month | £30 for 4 a month |
| Member events | Free and discounted | Free and discounted |
| Minimum term | 3 or 6 months, then renews | 12 months, then renews |
| Notice to cancel | 1 calendar month, in writing | 1 month before the term ends |
The same guest can use a member's passes three times in a 12 month period.
Internal staff tool. Keep this page private to the team. Prices and terms current as of September 2026. If something here does not match what you are seeing in Arketa, ask before you quote it.