About these terms
These terms apply when you browse this website, create an account, submit or respond to an enquiry, use an engineer referral code, send a quote, or otherwise use Reformer Connect. By doing so, you agree to these terms. If you use the service for a studio, company or other organisation, you confirm that you are authorised to act for it.
Reformer Connect is the service name used on this website. In these terms, “we”, “us” and “our” mean the operator of Reformer Connect; “customer” means an equipment owner or person requesting help; and “engineer” means an independent provider offering equipment services.
How the service works
Reformer Connect is an introduction and workflow service for Pilates equipment repair, servicing, inspection, assembly and related work. We collect structured information, review enquiries and help customers and independent engineers communicate about suitable work.
- Submitting a customer enquiry is free, creates a customer account and creates no obligation to proceed.
- Suitable public enquiries appear on the engineer job board. Engineers choose whether to quote and the customer chooses whether to accept a quotation.
- An engineer with the right skills or coverage may choose whether to quote.
- A preferred-engineer code routes future requests privately to that engineer and Reformer Connect administrators, but does not guarantee availability.
Engineers are independent businesses. They are not our employees, workers, agents or representatives, and they cannot make commitments on our behalf. We do not carry out the physical equipment work and do not control an engineer’s methods, timetable or prices.
Accounts and eligibility
You must be at least 18 and legally able to enter into contracts to create an account. You must provide accurate, current information, keep your login details secure and tell us promptly if you suspect unauthorised access. You are responsible for activity carried out through your account unless caused by our failure to protect the service.
One person must not impersonate another, create misleading profiles or use another organisation’s details without authority. We may request reasonable evidence to confirm identity, authority, professional information, insurance or ownership of an account.
Customer responsibilities
Customers must:
- describe the equipment, fault, location, urgency and access requirements accurately;
- have authority to request work on the equipment and at the stated site;
- disclose relevant known faults, modifications, previous damage and safety concerns;
- provide a safe working environment and reasonable access for the chosen engineer;
- review the engineer’s identity, quote, scope, exclusions, insurance and terms before accepting work; and
- pay the engineer directly in accordance with the contract agreed with that engineer.
Engineer responsibilities
Engineers must provide accurate profile, qualification, experience, coverage, availability and insurance information and keep it current. Engineers must only quote for work they are competent, insured and legally permitted to perform.
Engineers set their own prices and contract directly with customers. Quotes must clearly state the scope, price, whether VAT is included, call-out or travel charges, parts assumptions, timing, validity period and material exclusions. Engineers are responsible for their work, invoicing, tax, consumer-law duties, warranties and aftercare.
Platform commission and monthly invoicing
When a customer accepts an engineer’s quote, Reformer Connect records a platform commission equal to 10% of that accepted quote. The accepted amount and rate are fixed for that job unless an administrator records a reasoned correction. We do not currently add VAT to this commission. Completed commissions are grouped into a monthly invoice to the engineer, normally issued on the first day of the following month with the payment terms shown on that invoice. This is an engineer charge and must not be presented as a customer charge.
Quotes and service contracts
A quote submitted through Reformer Connect is information from the engineer, not an offer made by us. No contract for equipment work is formed with Reformer Connect. A service contract is formed only when the customer and engineer agree to proceed, and it is between those two parties.
The engineer’s terms should cover price, payment, scheduling, cancellation, parts, access, warranties and responsibility for the work. Consumers may have statutory cancellation and service rights, including rights that cannot be excluded by contract. Nothing in these terms removes those rights. Customers can withdraw a free Reformer Connect enquiry at any time before accepting an engineer’s quote by contacting us.
Equipment safety
Do not continue using equipment that may be unsafe. If a spring, footbar, rope, strap, carriage, frame or safety fixing is damaged, insecure or behaving unexpectedly, remove the equipment from use and follow the current manufacturer instructions or obtain competent advice.
Website articles, FAQs and messages provide general information only. They are not a diagnosis, a manufacturer instruction, an inspection or a substitute for a suitably competent engineer. You remain responsible for deciding whether equipment should be taken out of service.
Content and acceptable use
You keep ownership of photographs, documents, messages, reviews and other material you submit. You give us a non-exclusive licence to store, reproduce and share that material only as reasonably needed to operate, secure and improve the service, make an introduction and keep the relevant service record.
You must not:
- submit unlawful, false, defamatory, discriminatory or misleading material;
- upload malware or material that infringes another person’s privacy or intellectual-property rights;
- scrape, reverse engineer, overload or interfere with the website or another account;
- use contact details obtained through the service for unsolicited marketing;
- circumvent agreed platform fees or misuse a referral relationship; or
- publish a review that is not based on a genuine experience.
We may remove content where reasonably necessary for safety, privacy, accuracy, legal compliance or service integrity. Approval, verification or a displayed status means only that we completed the checks in use at that time; it is not a guarantee of future conduct, workmanship or suitability for every job.
Availability and changes
We aim to keep the service available and accurate, but we do not guarantee uninterrupted access, a response to every enquiry, a particular engineer, or that every website item will always be current. We may maintain, change or discontinue features where reasonably necessary. We will try to give appropriate notice of material changes affecting active accounts.
Links to third-party websites are provided for convenience. We do not control their content, availability or privacy practices.
Responsibility and liability
We are responsible for providing the Reformer Connect service with reasonable care and skill. We are not responsible for the separate services supplied by an independent engineer, including workmanship, parts, site damage, delay, cancellation or payment disputes.
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or a consumer’s statutory rights. If you are a business user, we are not liable for loss of profit, revenue, business, anticipated savings, goodwill or indirect loss arising from use of the platform, except where the law does not allow that exclusion.
You are responsible for losses reasonably caused by your breach of these terms, unlawful content or misuse of another person’s information. This does not require a consumer to compensate us for losses that were not foreseeable or were caused by us.
Suspension and ending use
You may stop using the service and ask us to close your account at any time. We may restrict or suspend an account where reasonably necessary to investigate fraud, safety concerns, unlawful conduct, serious or repeated breach, non-payment of an agreed provider fee, or risk to another user or the service. Where appropriate, we will explain the reason and provide a way to contact us.
Account closure does not cancel an existing contract between a customer and an engineer. Some information may be retained where required for legal, accounting, safety, fraud-prevention or dispute purposes, as explained in our privacy policy.
Complaints and disputes
Please send complaints about Reformer Connect to experts@reformerconnect.co.uk with the relevant enquiry or request reference. We will review the issue and respond as soon as reasonably practicable.
Complaints about physical equipment work, invoices or an engineer’s warranty should first be raised with that engineer. We may help the parties exchange information, but we do not decide legal disputes or accept responsibility for the engineer’s contract.
Governing law
These terms and non-contractual disputes relating to them are governed by the law of England and Wales. The courts of England and Wales have jurisdiction. If you are a consumer living in Scotland or Northern Ireland, you may also bring proceedings in your home courts and retain any mandatory protections that apply where you live.
Contact and notices
Reformer Connect is a UK service. Email general and legal notices to experts@reformerconnect.co.uk. You can also use our contact page. Please include your account email and any relevant reference number, but do not send passwords or full payment-card details.
We may update these terms to reflect service, legal or security changes. The date at the top shows the current version. Material changes will apply prospectively, and we will provide reasonable notice where they materially affect registered users.