COCŌN
GENERAL TERMS & CONDITIONS
1. SCOPE
These General Terms & Conditions ("GT&C") apply to all purchases, bookings and use of COCŌN services and products. "Client" means any person using or purchasing from COCŌN. "Member" means a Client with an active COCŌN membership.
The Membership Terms and any specific conditions shown at the time of purchase form part of the agreement. By purchasing or booking, the Client confirms that these terms were available before the purchase was completed.
2. SERVICES AND ACCESS
COCŌN offers Hybrid and Self-led memberships, the Discovery Pack, credits, Coach-led top-up credits, workshops or events, and retail products such as merchandise and beverages.
The content, validity and price of each product are shown at the time of purchase. Memberships and credits are personal and may not be shared, transferred or resold.
Coach-led top-up credits can only be purchased and used by Clients with an active Hybrid or Self-led membership. They are not available to non-members.
COCŌN may make reasonable changes to coaches, schedules, opening hours and session organisation. A membership does not guarantee a specific coach or time slot, and all bookings remain subject to availability.
3. MEMBERSHIPS
3.1 Hybrid Membership
The Hybrid Membership includes unlimited Self-led sessions and four (4) Coach-led sessions per membership month. Unused Coach-led sessions expire at the end of that month and cannot be carried over, transferred, exchanged for cash or refunded.
3.2 Self-led Membership
The Self-led Membership includes unlimited Self-led sessions. Coach-led sessions are not included but active Self-led Members may purchase Coach-led top-up credits.
3.3 Term and payment
Unless stated otherwise in the Membership Terms, a membership runs for an initial period of three (3), six (6) or twelve (12) months and is paid monthly. The first payment is due when the membership is purchased, followed by automatic monthly payments on the recurring payment date.
3.4 Automatic renewal and cancellation
A Member who does not want the membership to renew must cancel by email at least seven (7) calendar days before the end of the initial term. After the first automatic renewal, the Member may cancel at any time by email, subject to a notice period of one (1) month. The membership remains active and the regular membership fee remains payable during that month.
Cancellation requests must be sent to hello@cocon-studios.com. The date on which COCŌN receives the email is the date of notice.
3.5 Early termination during the initial term
The initial Term cannot be cancelled early. However, COCŌN may accept early termination in exceptional circumstances, including a medically certified long-term inability to exercise, pregnancy-related medical restrictions or permanent relocation. Supporting medical documents may be requested. Statutory consumer rights remain unchanged.
4. PRICES AND PAYMENT
All prices shown to consumers are in euros and include VAT.
By purchasing a recurring membership, the Member authorises COCŌN to charge the payment method linked to the account on the agreed recurring dates. The Member is responsible for keeping payment details valid and ensuring sufficient funds are available.
If a payment fails, COCŌN may retry the payment and suspend bookings or studio access until the outstanding amount is paid. Any collection costs or interest will follow the Belgian rules on consumer debts.
COCŌN may increase its fees from time to time. Any increase will be communicated to the Member at least one (1) month before it takes effect. The Member may cancel the membership free of charge before the increase takes effect, by notice given in accordance with section 3.4.
5. BOOKINGS, CANCELLATIONS, LATE ARRIVALS AND NO-SHOWS
All sessions must be booked in advance and are subject to availability. Clients are strongly advised to arrive at least ten (10) minutes before every session so they have enough time to change, store their belongings and be ready before the scheduled start time.
A booking can be cancelled without penalty up to eight (8) hours before the scheduled start time. A cancellation made less than eight (8) hours before the start time is a “Late Cancellation”.
Sessions start strictly at the time shown in the schedule. Anyone arriving after the scheduled start time will not be admitted and will be treated as a “No-show”.
For Members, the following policy applies to both Late Cancellations and No-shows during each membership period:
• First occurrence: warning, no fee.
• Second occurrence: €5 fee.
• Third and each subsequent occurrence: €10 fee.
The fee may be charged to the payment method linked to the Member account. Unpaid fees may result in temporary suspension of booking access.
For bookings made with a Discovery Pack or another limited credit, a Late Cancellation or No-show may result in loss of the booked credit, as stated with that product. The same Late Cancellation and No-show fees under this article 5 apply to Discovery Pack and other credit users.
If a waitlist is available, the Client must remove themselves from it if they can no longer attend. Once a place is confirmed, the same cancellation rules apply.
6. RIGHT OF WITHDRAWAL FOR ONLINE PURCHASES
For online purchases where the statutory right of withdrawal applies, the Client has fourteen (14) calendar days from the date of purchase to withdraw without giving a reason.
If the Client asks COCŌN to start the service during those 14 days and already uses sessions or credits, COCŌN may charge for the part of the service already used if the Client later withdraws. This only applies if the Client expressly requested that performance start before the withdrawal period ends, and the amount charged is calculated pro rata to the full contract price against the part of the service already provided.
To exercise the right of withdrawal, the Client must email hello@cocon-studios.com before the 14-day period ends with an unambiguous statement containing his or her intention to withdraw.
7. SUSPENSION / FREEZE
Memberships cannot be paused on request for holidays or personal convenience. COCŌN may grant a temporary freeze for a medically certified long-term inability to exercise, pregnancy-related medical restrictions or another exceptional situation. Supporting documents may be requested. The duration and effect on the membership end date will be confirmed by email.
8. REFUNDS, CREDITS AND RETURNS
Membership fees, unused membership access, expired credits, Late Cancellations and No-shows are not refunded or exchanged for cash, except where the Client has a statutory right to a refund.
Credits and the Discovery Pack are valid only for the period stated at purchase. Unused or expired credits have no cash value and are not refundable.
Merchandise and beverages purchased in the studio are final sale and are not returned or exchanged because the Client changes their mind. This does not affect the legal rights that apply if a product is defective or does not conform to what was sold.
9. STUDIO RULES
• Clients must follow instructions from coaches and studio staff, especially instructions relating to safety and use of the Reformers.
• Self-led users must follow the on-screen guidance and safety instructions provided with the equipment.
• Phones must be silenced and may not disrupt a session. Clients may not photograph or record other Clients, coaches or staff without permission.
• Clients must treat other Clients, coaches, staff and the studio respectfully. Aggressive, threatening, discriminatory, unsafe or seriously disruptive behaviour may result in immediate refusal of access.
• Food and drinks may only be consumed in designated areas, except water where allowed.
• Grip socks are mandatory in the Reformer room, for hygiene and safety.
10. LOCKERS, BELONGINGS AND LOST PROPERTY
Lockers are for temporary use during a studio visit and must be emptied when leaving. Personal belongings remain the Client's responsibility, and COCŌN cannot guarantee their security.
Lost property may be kept for up to thirty (30) days. Unclaimed items may then be donated, recycled or disposed of. COCŌN accepts no liability for the loss of, or damage to, personal belongings brought into the studio.
11. HEALTH AND PARTICIPATION
Reformer Pilates is physical exercise. Clients are responsible for participating at a level appropriate to their own condition and for following all safety and equipment instructions.
Clients should tell the coach or COCŌN about any relevant physical limitation before a session where this is necessary for safe participation. Anyone who is pregnant, recovering from injury or surgery, experiencing pain or other concerning symptoms, or unsure whether exercise is suitable should seek advice from an appropriate healthcare professional before participating.
COCŌN may refuse or stop participation if staff consider this necessary for safety. COCŌN does not provide medical advice.
12. ASSUMPTION OF RISK AND LIABILITY
By participating, the Client acknowledges that Reformer Pilates and physical exercise involve normal risks of injury. Participation is voluntary and at the Client's own risk.
The Client agrees not to hold COCŌN, its directors, employees or coaches responsible for injury, accident or damage resulting from the inherent risks of exercise, the Client's own actions, failure to follow instructions, failure to disclose a relevant limitation, or improper use of equipment.
This does not exclude liability for injury or damage caused by an act or omission for which COCŌN is legally responsible, and it does not remove any consumer right that cannot be waived.
COCŌN is not responsible for temporary interruptions of the website, app, booking platform or Self-led technology that are outside its reasonable control. COCŌN will take reasonable steps to restore the service as soon as possible.
13. MINORS
The minimum age for participation is sixteen (16). Where minors are accepted, consent from a parent or legal guardian may be required.
14. HONESTY BAR AND RETAIL
COCŌN operates an honesty bar. Every Client is expected to correctly register and pay for every product taken. Deliberate non-payment or theft is considered serious misconduct.
In case of theft or deliberate non-payment, COCŌN may immediately deny studio access and terminate the membership. As with any other termination of the membership, the Member remains liable for one (1) month of membership fees from the date of termination. Any outstanding purchases also remain payable.
15. PRIVACY AND IMAGE RIGHTS
COCŌN processes personal data in accordance with its Privacy Policy and applicable data protection rules.
COCŌN does not use these GT&C as general consent to use a Client's image for marketing. Where identifiable photos or videos are used for promotional purposes, COCŌN will request consent where required.
16. INTELLECTUAL PROPERTY
The COCŌN name, branding, website content, texts, designs and materials created by or for COCŌN may not be copied, reproduced or used commercially without permission.
The digital Self-led content, videos and related technology shown on the equipment are supplied by Your Reformer and remain the intellectual property of Your Reformer and/or the relevant rights holders. Clients may not copy, record, reproduce or distribute that content.
17. FORCE MAJEURE
COCŌN is not responsible for a delay, cancellation or interruption caused by circumstances outside its reasonable control, such as a power failure, building issue, government measure or other force majeure event. Any rights that follow directly from Belgian law remain unaffected.
18. COMPLAINTS, APPLICABLE LAW AND JURISDICTION
Questions or complaints can be sent to hello@cocon-studios.com. These GT&C and the agreement with COCŌN are governed by Belgian law. Disputes are handled by the courts that have jurisdiction under Belgian law.
19. CONTACT DETAILS
COCŌN GROUP BV
Registered office: Waterhoenlaan(MEL) 70
9120 Beveren-Kruibeke-Zwijndrech
Company number / VAT number: 1024.000.393
Studio: Brand Whitlocklaan 87, 1200 Sint-Lambrechts-Woluwe, Belgium
Email: hello@cocon-studios.com
Website: cocon-studios.com