Policy Provider;
Deferrals, Refunds and Reassessments

This policy outlines the terms, responsibilities, and procedures governing enrolment, training delivery, assessment, deferrals, refunds, reassessments, certification, withdrawal, and exceptional circumstances for the Dynamic Reformer Pilates Instructor Course owned by ZES Boutique Studio B.V. and provided by ZES Qualifying Pilates Academy (ZQPA). 

This policy applies to all learners enrolled in the Dynamic Reformer Pilates Instructor Course, both online and in-person

Trading Name: Zes Boutique Studio B.V., owner and hereafter also referred to as "ZES", providing the ZES Qualifying Pilates Academy
Registered Address: Bredestraat 27C, 6211 HC Maastricht, The Netherlands



Training includes theoretical modules (learner platform containing a 3D Anatomy course, online videos and workbook of the full ZQPA repertoire), practical workshops, and supervised assessments. Learners must complete all modules on the learner platform, the required self-assessments, attend all in-person practical days in sequential order, and successfully pass both the final theory (MCQ) and practical assessment in order to qualify for certification. All instructors delivering the course are certified and insured Pilates teachers or Physiotherapists.

5. Assessment and Reassessment Policy
Assessment is comprised of both theoretical (knowledge-based Multiple Choice Questions (MCQ) test/exam) and practical (teaching competency, self-recorded video test and/or live teaching assessment) components.

Course price includes:

- one (1) in-person MCQ assessment (initial theory exam; “MCQ 1”), and

- one (1) Practical Assessment (initial practical exam).

Learners will receive at least one opportunity for reassessment if they do not achieve a passing standard on their first attempt.

Theory reassessment (MCQ 2) must be retaken in person at the studio on a date to be scheduled with ZQPA and in the attendance of a ZQPA team member. Reassessment of both MCQ and Practical Assessment will be charged at 100 euro per component.

All reassessments (MCQ 2 and any practical reassessment) must take place within the 12-month validity period of the course (see section 8).

Initial MCQ assessment (MCQ 1) is part of the fixed course programme (on day 9 of the in-person days) and cannot be cancelled, deferred or rescheduled by the learner. Scheduled reassessments must be cancelled or moved with a minimum of 30 days’ notice; otherwise a cancellation fee of 100 euro will be incurred.

6.1 Cooling-off period (14 days)

Learners are entitled to a 14-day cooling-off period from the date of purchase. During this period, learners may cancel their enrolment in writing and receive a full refund minus a non-refundable enrolment/admin fee of 250 euro, provided no substantial portion of the course has been completed. Where a substantial portion of the course has been completed within the cooling-off period, no refund will be made.

If enrolment is made shorter than 14 days before the first in-person training day, there are no refunds. After the 14-day cooling-off period, refunds will generally not be granted.

If a learner needs to defer to another course, ZQPA must be informed in writing no later than 30 days before the start of the course. There is a fee of 250 euro to defer. Learners can only defer their place once. 

Deferral requests shorter than 30 days before the start of the course are handled under the following scenarios:

a) Sickness before day 1  

In case of sickness that prohibits participation in the course, a doctor’s note from a licensed medical doctor will be required no later than 12 hours before the start of the course. Deferral is allowed, and the 250 euro admin fee applies; the fee is not waived.

b) Bereavement before day 1  

In case of bereavement of a close family member that prohibits participation, learners may defer to a later course. The deferral fee of 250 euro still applies.

c) Work or travel obligations before day 1  

Where work-related or travel-related obligations make attendance impossible, deferral may be granted if supported by a written statement from the employer or other relevant party. The deferral fee of 250 euro applies.

d) Pregnancy diagnosed before the start  

If a learner is pregnant and a medical or midwife statement indicates that participation in the upcoming course is not advisable, the learner may either:

- defer to a later course date for an admin fee of 250 euro, or

- in case of medical necessity to stop completely, cancel with a refund minus the 250 euro admin fee.

There are no medical deferrals after the first day that the course has begun. From the first in-person day onwards, deferrals are not permitted for sickness, bereavement, work obligations, long-term illness or pregnancy, unless the course itself is cancelled or rescheduled by ZQPA (see section 13).

Learners who are unable to continue after the course has started may withdraw, but no refund or deferral will be granted, except in the case of force majeure or provider-side cancellation as described elsewhere in this policy.

In case of long-term illness (stated with a doctor's note) identified shorter than 30 days before the course starts, learners may defer their participation to a later course. A doctor’s statement is required; where possible this should be provided at least 12 hours before the start of the course. The standard deferral fee of 250 euro applies.

All days of the course must be completed in sequential order; there is no option to attend missed days on future courses.

A missed in-person training day makes the current course attempt invalid. Learners who miss a required course day are no longer eligible to complete the course or be certified under that enrolment. To obtain certification, they must re-enrol and repeat the full course, including payment of the then applicable course fee.

Learners who choose to withdraw from the course after the cooling-off period are not entitled to any refund.

Requests to slow down the pace of the course, extend deadlines or change dates based solely on insufficient preparation, workload, or personal preference are not considered valid grounds for deferral or refund and will not be granted.

If, during the course, a learner is pregnant and a medical or midwife statement indicates that continuing the course would not be medically responsible, ZES may, at its discretion:

- offer a deferral to a later course for an admin fee of 250 euro, or

- in case of medical necessity to stop entirely, grant a refund minus the 250 euro admin fee.

Where a learner chooses to continue participating in the course while pregnant, a signed waiver may be required confirming that they are participating on the advice and under the supervision of their medical professional.

7. Certification

In order to obtain an NLQF/EQF Level 4 certification at ZQPA, learners must successfully complete both the MCQ Assessment and the Practical Assessment. Should a learner not have passed the MCQ assessment or MCQ reassessment, the practical assessment can still be submitted, but in order to receive full certification, both tests must be passed within the validity period (including any extension) as specified in section 8.

Upon successful completion, learners will receive a Dynamic Reformer Pilates Instructor Certificate accredited at NLQF / EQF Level 4. No partial or component-only certificates are issued.

The Dynamic Reformer Pilates Instructor Course with full access to the learner platform is valid for 12 months from the date of enrolment except for the Anatomy Module by Adam McAtee which will be valid for 3 months.

A 12-month course extension may be granted following course expiry for a fee of 500 euro. The extension fee includes limited access to the learner platform and a 15-minute call with a tutor to discuss outstanding requirements. Access to the learner platform during the extension is limited to the exercise repertoire and other explicitly designated necessary modules and excludes the Anatomy and Nutrition modules. One-to-one tutor time is not otherwise available, and access to the physical reformer studios for practice under the course arrangement is not included.

Examinations and reassessments that have not been completed within the initial 12-month period may, where appropriate, be completed during the extension period. Examinations and reassessments must in all cases be completed within the combined original validity and any granted extension.

Learners are expected to act respectfully, uphold professional conduct, and follow health and safety guidelines during all training activities. Learners need to take good care of the reformers and clean them after usage. No food is to be consumed in the Reformer Studios; only water is allowed.

Serious breaches of the code of conduct — including but not limited to harassment, discrimination, intimidation, deliberate damage to equipment, refusal to follow safety instructions, or behaviour that endangers others — may result in immediate removal from the course. In such cases no refund or deferral will be granted.

All participants must complete a Physical Activity Readiness Questionnaire (PAR-Q) before participating in any physical training sessions. ZQPA ensures all facilities and equipment meet appropriate health and safety standards. Learners are required to follow all safety instructions from ZQPA staff and to report any injuries or concerns immediately.

All learner data is handled in accordance with relevant privacy legislation. Data is only shared with accrediting or regulatory bodies when necessary for certification, quality assurance, or legal compliance.

Learners may submit a complaint or appeal in writing within 10 days of an issue or assessment result. ZQPA will acknowledge receipt within 5 working days and aims to resolve all issues within 10 working days.

The complaints and appeals procedures are described in separate documents, which are made available to learners before the start of the course. Where appropriate, complaints or appeals relating to assessment decisions may be referred to the independent examination board.

This policy will be reviewed at least annually or when updates are required by accrediting bodies, changes in regulation, or substantial changes to the course structure. Updated versions will be published on the learner platform and made available to all enrolled learners.

14.1 Course cancellation or date changes by ZQPA

If the course is cancelled by ZQPA, learners will be given the option to defer their place to a future course or receive a full refund. No admin or cancellation fees will apply.

If ZQPA needs to change course dates or times within a reasonable period before the start or during the course, learners may:

- accept the new dates, or

- withdraw and receive a full refund of course fees already paid.

What constitutes a reasonable period will depend on the specific circumstances and will be communicated as early as possible.

If the scheduled trainer is ill or otherwise unable to deliver (part of) the course, ZES will provide a suitably qualified replacement trainer. If no replacement can be arranged and sessions must be rescheduled, learners will be offered a cost-free deferral to the rescheduled dates or, where rescheduling is not possible, a proportional refund.

In situations of force majeure (for example, natural disasters, government restrictions, pandemic-related closures, or other events beyond the reasonable control of ZES) which make it impossible to deliver the course as planned, ZES will offer either:

- a full refund of the course fees already paid, or

- deferral to a future equivalent course at no additional cost.

No administrative fees will be charged in case of force majeure.

If technical issues on the provider’s side (for example, platform outages) prevent learners from accessing the online materials for a significant period, the course validity or deadline for completing certain online components will be extended by at least the duration of the interruption.

If access problems are due to the learner’s own equipment, internet connection, or settings, ZES will provide reasonable technical support where possible, but is not obliged to extend the validity period or adjust deadlines.

For clarity, the most important rules in this policy are summarised below. This summary is for convenience only; the detailed clauses above remain legally binding.

1. Cooling-off: you may cancel within 14 days of purchase with a refund minus 250 euro, provided no substantial part of the course has been completed. No refunds if you enrol less than 14 days before the first in-person day.

2. Deferrals: deferral to a later course is only possible before the start, at least 30 days in advance, for a fee of 250 euro and only once.

3. Medical and personal reasons: sickness, bereavement, work obligations, pregnancy and long-term illness before the start, shorter than 30 days in advance, may justify deferral (with documentation), but the 250 euro admin fee always applies. After the first course day there are no deferrals for these reasons.

4. Attendance: all in-person days are compulsory and must be followed in order. Missing a course day makes the course attempt invalid; you must re-enrol and repeat the full course to become certified.

5. Assessments: the course price includes one MCQ 1 and one Practical Assessment. Reassessments cost 100 euro per component and must be completed within the course validity (including any extension). Cancellation within 30 days triggers a 100 euro fee.

6. Validity: your course (including full platform access) is valid for 12 months except for the Anatomy Module which is valid for 3 months. A 12-month extension with limited access is available for 500 euro.

7. No partial certificates: you only receive the NLQF/EQF Level 4 certificate if you pass both the MCQ and Practical Assessments.

8. Behaviour: serious misconduct or breach of the code of conduct may lead to immediate removal from the course without refund.

9. Provider-side issues: if ZES cancels or materially changes the course, or if force majeure  issues arise, you will be offered  a cost-free deferral/extension.