Terms of service

1. About us and these terms

1.1 We are Fold Reformer Ltd, trading as FÔLD ("we", "us", "our"). We are a company registered in England and Wales, company number 15774859. Our registered office is Studio 3, Buspace Studios, Middle Row, London W10 5AP.

1.2 You can contact us at hello@foldreformer.com. If we need to contact you, we'll use the email address, phone number or postal address you gave us when you ordered.

1.3 These terms apply to every order you place on foldreformer.com. Please read them before ordering. By placing an order, you agree to them.

1.4 Some terms apply differently depending on whether you are a consumer or a business:

• You are a consumer if you are an individual buying wholly or mainly for purposes outside your trade, business, craft or profession.
• You are a business customer if you are buying for your business, including as an instructor, studio or wellness operator. Section 10 applies to business customers.

1.5 Our Refund Policy, Delivery page, Warranty terms and Privacy Policy also apply to your order. If anything in them conflicts with these terms, these terms take priority.

2. Ordering and when the contract is formed

2.1 When you place an order, you are offering to buy the products in your basket. We'll email you to acknowledge your order. That email confirms we've received it; it does not mean we've accepted it.

2.2 We accept your order, and a contract between us is formed, when we email you to confirm your order has been dispatched. For pre-orders and products with a future delivery date, the contract is formed when we confirm dispatch of that product, even if we have taken payment earlier.

2.3 If your order includes products that are dispatched separately, each dispatch confirmation forms a contract for the products it covers.

2.4 Please check your order carefully before submitting it, including your delivery address and contact details. You can correct errors before submitting by editing your basket and checkout details. If you notice an error after ordering, contact us as soon as possible.

3. Our right to decline or cancel an order

3.1 Before we accept your order, we may decline it. If we do, we'll tell you and refund any payment in full.

3.2 After we accept your order, we may cancel it only for one of the following reasons:

• the product is unavailable, for example because of a supply problem or because we no longer sell it;
• there is an obvious error in the price or description of the product;
• we cannot deliver to your address, or we have tried to deliver and failed and have been unable to agree a new delivery with you within a reasonable time;
• we reasonably suspect fraud or unauthorised use of a payment method;
• you have behaved in an abusive, threatening, harassing or discriminatory way towards our staff or contractors (see clause 3.4).

3.3 If we cancel your order under this section, we'll tell you as soon as possible and refund everything you have paid for the cancelled products, including delivery charges, within 14 days. If you used a finance provider, we'll ask them to cancel the agreement.

3.4 How we treat each other. We want FÔLD to be a welcoming and inclusive community, and that includes our team. We will always treat you with courtesy and respect, and we ask the same of you. If you use abusive, threatening, harassing or discriminatory language or behaviour towards our staff or contractors, by any channel, we may decline further orders from you and cancel any order that has not yet been dispatched. Before cancelling, we will normally ask you to stop, unless the behaviour is serious. If we cancel, you will receive a full refund under clause 3.3.

3.5 We will not decline or cancel an order for a reason that is unlawful or discriminatory.

4. Prices, payment and finance

4.1 Prices are shown in the currency of the country you select and include VAT where it applies. Delivery charges are shown at checkout before you pay.

4.2 The price you pay is the price shown when you placed your order. If we change our prices after you order, the change won't affect your order.

4.3 We take payment when you place your order, including for pre-orders and products with a future delivery date. We accept the payment methods shown at checkout.

4.4 If we discover an obvious pricing error after you order, we'll contact you. You can then confirm the order at the correct price or cancel it for a full refund. If you don't reply, we'll cancel the order and refund you.

4.5 Finance. Fold Reformer Ltd (FRN: 1027531) is an appointed representative of Product Partnerships Limited (FRN: 626349), which is authorised and regulated by the Financial Conduct Authority. We act as a credit broker, not a lender, and introduce customers to Social Money Limited trading as Payl8r (FRN: 675283) and Klarna Financial Services UK Ltd (FRN: 987889). Finance is subject to status, and the finance provider's own terms apply to your agreement with them. Klarna's Pay in 3 and Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may affect your credit. 18+, UK residents only.

5. Delivery, pre-orders, risk and ownership

5.1 We deliver to the countries listed at checkout. Our Delivery page explains delivery methods, carriers and timescales.

5.2 Unless we agree a different date with you, we will deliver within 30 days of the contract being formed. For pre-orders, we'll give you an estimated delivery window when you order. If that window is going to move, we'll tell you as soon as we know and give you a revised estimate. If we can't deliver within a reasonable time of the original estimate, you can cancel and receive a full refund.

5.3 Some orders are sent in more than one delivery, for example accessories ahead of a Reformer. Each delivery may come from a different carrier.

5.4 Failed deliveries. If no one is available to accept delivery, the carrier will usually leave a card or message explaining how to rearrange delivery or collect your parcel. If delivery fails because the address or contact details you gave us were incorrect or incomplete, we may charge you £200 to redeliver. If, after reasonable attempts, we cannot deliver or agree a new delivery with you, we may cancel the affected products and refund you, less any reasonable redelivery or return costs caused by the incorrect details.

5.5 Products are our responsibility until they are delivered to you, or to someone you have nominated to receive them. Ownership passes to you when we have received full payment.

5.6 Large products such as Reformers may be delivered to the ground floor or kerbside. Check the Delivery page for what's included and any access requirements.

6. Your right to cancel (consumers)

6.1 If you are a consumer, you have a legal right to change your mind. You can cancel your order at any time before it is delivered, and for 14 days after the day you (or someone you nominate) receive the products. If products arrive in separate deliveries, the 14 days run from the day you receive the last one.

6.2 To cancel, email hello@foldreformer.com with your name, order number and the products you want to cancel. You don't have to give a reason.

6.3 You must return the products within 14 days of telling us you want to cancel. Our Refund Policy explains how to arrange a return. You are responsible for the cost of returning products when you change your mind. Returning a Reformer by courier costs approximately £200.

6.4 We'll refund the price you paid and the standard delivery charge within 14 days of receiving the products back, or of you providing evidence that you've sent them back, whichever is sooner. We'll refund you using the original payment method. If you chose a more expensive delivery option, we'll refund the standard delivery cost only.

6.5 You may handle the products as you would in a shop to check them. If they are returned damaged, or show use beyond that, we may reduce your refund to reflect the loss in value.

6.6 You cannot cancel hygiene products, such as grip socks, once the seal has been broken, or products made to your personal specification.

6.7 These rights apply to consumers only. They do not apply to business customers.

7. Faulty products and warranty

7.1 If you are a consumer, we are under a legal duty to supply products that are of satisfactory quality, fit for purpose and as described. Nothing in these terms affects your legal rights. In summary, under the Consumer Rights Act 2015:

• within 30 days of delivery, you can reject a faulty product and get a full refund;
• within six months of delivery, if a fault appears, you can ask for a repair or replacement, or a refund if that isn't possible;
• after six months, you can still claim, but you may need to show the fault was there at delivery;
• you can make a claim for up to six years in England and Wales (five years in Scotland).

7.2 If you think a product is faulty, contact us at hello@foldreformer.com with your order number, a description of the problem and photos or a video if possible. We'll arrange collection or return of faulty products at our cost.

7.3 Our Warranty terms give you additional cover on top of your legal rights. They do not replace or limit them.

7.4 Products are not faulty if the problem is caused by normal wear and tear, misuse, accidents, failing to follow our assembly, use or maintenance instructions, or repairs or modifications by someone other than us or our approved partners.

8. Using your equipment safely

8.1 Read the instructions supplied with your product before assembling or using it, and follow them each time. Our Maintenance page explains how to care for your Reformer.

8.2 Do not exceed the maximum user weight of 130kg or use the product outside the height range of 193cm. Use the product on a flat, stable surface, and check springs, straps and moving parts regularly.

8.3 If you are pregnant, have recently given birth, have an injury or medical condition, or have not exercised recently, speak to a doctor or qualified health professional before starting a Pilates programme.

8.4 Content in the FÔLD app and on our website is general guidance only. It is not medical advice and does not replace advice from a qualified professional.

8.5 Keep children and pets away from the product while it is in use and when it is being folded or unfolded.

9. Our liability

9.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your statutory rights as a consumer, for defective products under the Consumer Protection Act 1987, or for anything else that cannot be limited or excluded by law.

9.2 If you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious it will happen, or if we both knew it might happen when the contract was made. We are not responsible for loss or damage that is not foreseeable.

9.3 If you buy as a consumer, our products are supplied for domestic and private use. If you use them for a business, we have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity. Business customers should see section 10.

9.4 We are not responsible for delays or failures caused by events outside our reasonable control (see clause 12.5).

10. Business customers

This section applies if you buy as a business customer. It takes priority over any other section of these terms that conflicts with it.

10.1 Sections 6 (your right to cancel) and 7.1 (consumer rights for faulty products) do not apply. Our Warranty terms set out your remedies for faulty products.

10.2 Delivery dates are estimates. Time for delivery is not of the essence.

10.3 Except as set out in our Warranty terms, all terms implied by law are excluded to the fullest extent permitted by law.

10.4 We will not be liable to you, whether in contract, negligence or otherwise, for any loss of profit, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss.

10.5 Subject to clause 9.1, our total liability to you in connection with any order will not exceed the price you paid for that order.

10.6 Commercial customers buying through our Commercial website or under a separate written agreement are covered by those terms instead. 

11. Using our website

11.1 You must not use our website for any unlawful purpose, to transmit viruses or harmful code, to scrape or collect data, or to interfere with its security or operation.

11.2 All content on our website, including text, images, videos, logos and the FÔLD name, belongs to us or our licensors. You may view and share it for personal, non-commercial use. You may not copy, reproduce or use it commercially without our written permission.

11.3 We aim to keep information on our website accurate and up to date, but we may change product details, availability and prices at any time. Changes won't affect orders we have already accepted.

11.4 Our website may link to third-party websites. We are not responsible for their content or practices.

11.5 If you post reviews, comments or other content, it must be honest and must not be unlawful, defamatory, abusive or offensive. You give us permission to use content you post publicly on our channels or submit to us in connection with our products.

12. Promotions, privacy, complaints and events outside our control

12.1 Promotions. Discount codes and offers are subject to their stated terms, may only be used once per order unless stated otherwise, and cannot be exchanged for cash. If you return products bought with a discount, we'll refund the amount you actually paid.

12.2 Privacy. We use your personal information as described in our Privacy Policy.

12.3 Complaints. If you have a complaint, email hello@foldreformer.com with your order number and details of the issue. We'll acknowledge it within 3 working days and aim to resolve it within 7 working days. If we need longer, we'll keep you updated. If you are unhappy with our response, you can ask for your complaint to be reviewed by a senior member of the team. Complaints about finance agreements are handled under our Financing Complaints process.

12.4 If we can't resolve a complaint, you may be able to refer it to an alternative dispute resolution provider. You can also bring a claim in the courts.

12.5 Events outside our control. We are not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, industrial action, carrier disruption, or supply chain or port delays. If such an event affects your order, we'll contact you as soon as possible. If the delay is substantial, you can cancel and receive a full refund for products you haven't received.

13. General, governing law and contact

13.1 Changes to these terms. We may update these terms from time to time. The version that applies to your order is the one published when you placed it.

13.2 Transfer. We may transfer our rights and obligations under these terms to another organisation. We'll tell you if this happens, and it won't reduce your rights. You may only transfer your rights to someone else with our written agreement, except that you may transfer our product warranty to a new owner.

13.3 Severability. If a court decides any part of these terms is unlawful or unenforceable, the rest will continue to apply.

13.4 No waiver. If we don't enforce a right straight away, we can still enforce it later.

13.5 Third parties. No one other than you and us has any right to enforce these terms.

13.6 Governing law. These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you can also bring proceedings in the courts there. If you are a consumer living elsewhere in the EU, you also keep the protection of the mandatory consumer laws of your country.

13.7 Contact us. Fold Reformer Ltd, company number 15774859. Registered office: Studio 3, Buspace Studios, Middle Row, London W10 5AP. Email: hello@foldreformer.com.

SECTION 20 - COMPLAINTS PROCEDURE  

1. Get in touch: If you have a complaint, please contact our support team at hello@foldreformer.com. Include details of your issue and your order information if applicable.
2. Acknowledgement: We will acknowledge receipt of your complaint within 3 business days.
3. Investigation: Our team will thoroughly investigate your complaint, which may involve reviewing product details, order history, or communication records.
4. Resolution: We aim to resolve complaints within 7 business days. If further information or time is needed, we will keep you informed.
5. Escalation: If you're unsatisfied with our response, please request an escalation for review by a supervisor.

For further support, please refer to our full terms and conditions.

SECTION 21 - CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at info@foldreformer.com. 

• Company Name: FOLD Reformer LTD
• Company Registration Number: 15774859
• Company Address: FOLD Reformer Ltd, 

  Studio 217, Buspace Studios, Conlan Street, London W10 5AP,

• Contact Email Address: hello@foldreformer.com