Terms & Conditions
ToneLAB Membership Terms and Conditions
Effective date: 1 September 2026
Version: 2.0
SUMMARY
The full terms are below and they are what applies. This is the part people actually ask about.
Cancelling. Month to month, 30 days written notice, any time. On a minimum term, you can leave early for a medical reason, if you relocate, or if we change your terms or your price. Otherwise an exit fee applies. Clause 8.
Changed your mind. You have 7 days from joining to cancel and get your money back, less any classes you attended. Clause 7.
Missing a class. Cancel more than 6 hours out and it is free. Inside 6 hours, or a no show, is $9.99. Clause 5.3.
Going away. You can freeze for 2 to 8 weeks a year with 7 days notice. Medical freezes do not count towards that. Clause 5.5.
Price changes. We give you 30 days notice, and you can leave without a fee if you do not accept it. Clause 6.6.
Photos. We film in studio and use it in our marketing. Tell us if you would rather not appear and we will act on it. Clause 11.
Training safely. Tell us about injuries, conditions and pregnancy, and tell your coach on the day if something does not feel right. Clause 9.
1. ABOUT THESE TERMS
These terms form the agreement between you and us for your ToneLAB membership. Please read them. They set out what you get, what you pay, how you can cancel, and what we are and are not responsible for.
We have used plain English deliberately. Nothing in these terms takes away rights you have under the Australian Consumer Law.
2. WHO YOU ARE CONTRACTING WITH
Your membership is with TONELAB PTY LTD (ACN 669 750 574) of 8/16 Reliance Drive, Tuggerah NSW 2259 ("ToneLAB", "we", "us", "our").
That is our registered office. It is not a studio and it is not where to send membership correspondence. Use the contact details in clause 14 and clause 15.
3. HOW THIS AGREEMENT IS FORMED
This agreement starts when you complete a membership form and we accept it, or when you first use your membership, whichever happens first.
By completing the membership form you confirm that you have read and accepted these terms, the risk warning in clause 12, and our Privacy Policy.
Acceptance is recorded. We keep a record of the version of these terms you accepted and the date you accepted them.
4. ELIGIBILITY AND AGE
You must be at least 16 years old to hold a ToneLAB membership.
If you are aged 16 or 17, a parent or guardian must:
- complete the membership form with you and accept these terms on your behalf
- read and accept the risk warning in clause 12 on your behalf
- accept responsibility for payment of all fees
- provide contact details we can use in an emergency
We may ask to sight identification confirming age and the guardian relationship.
Some classes, programs and services carry a higher minimum age, which is stated at the point of booking.
5. YOUR MEMBERSHIP
5.1 What your membership gives you
Your membership entitles you to book and attend classes in accordance with your membership type, at the studios your membership covers.
5.2 Classes and timetables
Class availability is subject to capacity, coach availability and the published timetable. We may change the timetable, class formats, coaches and studio opening hours. Where a change is significant and ongoing, we will give you reasonable notice.
If we cancel a class you have booked, we will tell you as soon as we reasonably can and you will not be charged a late cancellation or no show fee for that class.
Public holidays. We run a reduced timetable on some public holidays and we close on others. We publish the holiday timetable in advance. Fees are not reduced for public holiday closures, because your fees are set across the year and already account for them.
If a studio closes or moves. If we permanently close or relocate a studio, we will give you as much notice as we reasonably can and transfer your membership to another ToneLAB studio. If no other studio is reasonably accessible to you, you may cancel without paying an exit fee.
5.3 Bookings, late cancellations and no shows
You must book classes in advance through our booking system.
- You may cancel a booking without charge up to 6 hours before the class starts.
- If you cancel within 6 hours of the class, or do not attend, a fee of $9.99 applies.
We charge this because a held place is a place another member could not take.
Arriving late. Please arrive with time to set up. For your safety and so we do not disrupt the class, our coaches may decline entry once a class has started, particularly in Reformer where setup and the warm up matter. If you are refused entry for arriving late, it is treated as a no show.
5.4 Studio access
You may access the studio during scheduled class hours for the classes you are booked into, and at other times we permit. Our studios are not open access facilities.
5.5 Freezing your membership
A freeze is a benefit we offer under this clause. It is not an entitlement that arises automatically, and the conditions below define when it is available.
How to freeze. Request a freeze in writing to your studio manager or to hq@tonelabs.com.au, giving at least 7 days notice before the freeze is to start. We will confirm the freeze in writing. A freeze does not start until we confirm it.
How long. Minimum 2 weeks, being one full billing cycle. Maximum 8 weeks in total in any 12 month period, whether taken in one block or several.
Effect. You cannot book or attend classes while your membership is frozen. If you have a minimum term, it is extended by the length of the freeze.
Your account must be up to date. We will not confirm a freeze while fees are outstanding.
Medical freezes. Where you provide a medical certificate confirming you are unable to train, a freeze is available at any time and is not counted towards your 8 week maximum.
5.6 Changing your home studio or membership type
You may ask to change your home studio or move to a different membership type at any time. We will action the change from your next billing cycle, subject to availability at the studio you are moving to. If the new membership costs more, the higher fee applies from that cycle. Changing your membership type does not restart or extend a minimum term unless you agree to a new one in writing.
6. FEES AND PAYMENT
6.1 Your fees
The fees for your membership are set out in your membership form. They are payable in advance.
6.2 Billing cycle
Memberships are billed fortnightly by direct debit. Weekly billing is available for an additional $0.80 per billing cycle.
6.3 Payment methods
Membership fees are collected by direct debit from a nominated bank account or card. You must keep valid payment details on file at all times, and you must tell us promptly if your details change.
If a payment is declined or dishonoured, our payment provider charges us a fee and we pass that fee on to you at cost. The amount is set out in your membership form. It is a recovery of a cost we incur and is not a penalty.
6.4 Failed payments
If a payment fails, we will attempt to process it again and will contact you. If your account remains unpaid for 14 days, we may suspend your access to classes until the account is brought up to date. We will tell you before we do this.
6.5 Additional fees
Some classes and services carry an additional fee. Where they do, the fee is disclosed to you at the time of booking.
All fees we quote include GST and are the total price payable, so you can see the full amount before you commit.
6.6 Changes to fees and to these terms
We may change these terms, or the fees payable for your membership, by giving you at least 30 days' written notice to your nominated email address. The notice will set out what is changing and when the change takes effect.
If you do not accept a change, you may cancel your membership at any time before the change takes effect, without paying any cancellation fee and without serving the usual notice period. If you continue your membership after the change takes effect, the change applies to you.
We will not increase your fees more than once in any 12 month period.
Where you hold a membership with a written rate guarantee, that guarantee applies for its stated term and this clause does not override it.
6.7 Billing queries
If you think you have been charged incorrectly, tell us within 14 days of the charge. We will respond within 5 business days. Raising a query after 14 days does not prevent you from disputing a charge or exercising your rights under the Australian Consumer Law.
7. COOLING OFF
We offer you a 7 day cooling off period. If you change your mind within 7 days of joining, tell us in writing and we will cancel your membership and refund what you have paid, less a pro rata amount for any classes you have attended.
This is a commitment we choose to give you. It is in addition to, and does not limit, your rights under the Australian Consumer Law.
8. CANCELLING YOUR MEMBERSHIP
8.1 Ongoing memberships
You may cancel at any time by giving us 30 days' written notice. Your membership and your payments continue during the notice period, and you may keep using your membership during it.
8.2 Minimum term memberships
If your membership has a minimum term, you may cancel during that term:
- for a medical reason, on providing a medical certificate confirming you are unable to continue, with no further payment owing beyond the date of cancellation
- if you permanently relocate more than 25km from your home studio and no ToneLAB studio is within that distance, on providing evidence
- if we materially change these terms or your fees and you cancel before the change takes effect, as set out in clause 6.6
- if we materially breach this agreement
Otherwise, cancelling during a minimum term requires payment of an exit fee equal to 50% of the fees that would have been payable for the balance of the minimum term.
This amount is a genuine pre-estimate of the loss we suffer when a minimum term membership ends early. It reflects the class capacity we have committed, the coaching hours we have rostered and the cost of acquiring a replacement member, less the costs we no longer incur.
8.3 Our right to cancel
We may cancel or suspend your membership immediately if you seriously or repeatedly breach these terms, behave in a way that threatens the safety or wellbeing of members, staff or coaches, or if your account remains unpaid after we have given you notice. Where the circumstances allow, we will give you notice and an opportunity to fix the problem first.
9. HEALTH, SAFETY AND YOUR OBLIGATIONS
9.1 Before you train
You must tell us about any injury, illness, medical condition, pregnancy, medication or physical limitation that may affect your ability to train safely, both when you join and if anything changes.
You must obtain medical clearance before training where a health professional has advised you to, or where we reasonably request it.
We are a fitness business, not a health service provider. Our coaches are not medical practitioners. Nothing we provide is medical advice, diagnosis or treatment. If you have a health concern, see a doctor or an appropriate health professional.
9.2 While you train
You must:
- follow the reasonable directions of our coaches and staff
- use equipment as instructed and not in a way that risks damage or injury
- stop and tell a coach if you feel unwell, dizzy, faint or in pain
- not attend if you have an infectious or contagious condition
- bring and use a towel
- treat our members, coaches and staff with respect
9.3 Training within your limits
You are responsible for training at a level appropriate to you. Push yourself, but not past what your body can safely do on the day. Tell your coach if a movement does not feel right and they will give you an alternative.
9.4 Personal belongings
We do not provide secure storage and we are not responsible for the safekeeping of your belongings. Do not bring valuables to the studio. This does not limit our liability where loss or damage is caused by our negligence.
10. PRIVACY
We handle your personal information in accordance with our Privacy Policy at https://tonelabs.com.au/privacy-policy/, which forms part of this agreement.
11. PHOTOGRAPHS AND VIDEO
We take photographs and video in our studios, in classes and at our events, and we use them in our marketing, on our website, on social media, in advertising, in our communications, in studio, and in the ToneLAB app.
You can tell us at any time that you do not want to appear. Tell your studio manager, email admin@tonelabs.com.au, or tell the person holding the camera at the time. You do not need to give a reason. It is free and it does not affect your membership. We will record your preference and take reasonable steps to keep you out of our material and to remove you from material we control.
We will always ask you first before using your image in a transformation, before and after, case study or testimonial, in anything that shows or refers to your body composition, scan results, weight or health information, or in anything that suggests you endorse a product or business. That consent is separate, written, never a condition of your membership, and you may withdraw it at any time.
Full detail is in clause 12 of our Privacy Policy.
12. RISK WARNING
This is a risk warning for the purposes of section 5M of the Civil Liability Act 2002 (NSW).
The activities provided by ToneLAB are recreational activities that involve physical exertion and carry a risk of injury. Risks include muscle strains, sprains, joint injuries, falls, injury from equipment or weights, and aggravation of an existing condition. In rare cases, physical exertion can cause serious injury, cardiac events or death.
Group fitness, reformer pilates and strength training carry risks that cannot be entirely eliminated, even where we take all reasonable care.
You participate at your own risk and you should not participate if you are not confident you can do so safely.
13. LIABILITY
13.1 Your rights under the Australian Consumer Law
Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.
13.2 Recreational services
Warning under the Competition and Consumer Act 2010 (Cth): Under the Australian Consumer Law, several statutory guarantees apply to the supply of certain goods and services. These guarantees mean that the supplier named on this document is required to ensure that the recreational services it supplies to you:
- are rendered with due care and skill; and
- are reasonably fit for any purpose which you, either expressly or by implication, make known to the supplier; and
- might reasonably be expected to achieve any result you have made known to the supplier.
Under section 139A of the Competition and Consumer Act 2010 (Cth), the supplier is entitled to ask you to agree that these statutory guarantees do not apply to you. If you sign this document, you will be agreeing that your rights to sue the supplier under the Competition and Consumer Act 2010 if you are killed or injured because the services were not in accordance with these guarantees, are excluded, restricted or modified in the way set out in this document.
NOTE: The change to your rights, as set out in this document, does not apply if your death or injury is due to gross negligence on the supplier's part. "Gross negligence", in relation to an act or omission, means an act or omission done or omitted to be done with reckless disregard, with or without consciousness, for the consequences of the act or omission.
13.3 Other liability
Subject to clauses 13.1 and 13.2, and to the extent permitted by law, we are not liable for indirect or consequential loss, and our total liability to you is limited to the amount you have paid us in the 12 months before the event giving rise to the claim.
14. COMPLAINTS AND DISPUTES
If something is not right, tell us. Most issues are resolved at studio level on the day.
Step 1. Speak to your studio manager, or email admin@tonelabs.com.au.
Step 2. If it is not resolved, email hq@tonelabs.com.au marked "Formal complaint". We will acknowledge within 5 business days and respond within 20 business days.
Step 3. If you are still not satisfied, you may contact NSW Fair Trading on 13 32 20 or at www.fairtrading.nsw.gov.au.
Nothing in this clause prevents you from exercising any right you have under the Australian Consumer Law at any time.
15. COMMUNICATION
We will contact you at the email address and mobile number on your membership form. Keep them up to date.
Please direct membership, billing and class questions to your studio or to admin@tonelabs.com.au rather than to coaches personally. Coaches are there to coach, and they are not authorised to make decisions about memberships, pricing or account matters.
16. GENERAL
Transfer. Your membership is personal to you and cannot be transferred or shared.
Governing law. These terms are governed by the law of New South Wales and you and we submit to the courts of that state.
Severance. If any part of these terms is found to be unenforceable, the rest continues to apply.
Entire agreement. These terms, your membership form, the risk warning and our Privacy Policy make up the whole agreement between us.
Version 2.0. Effective 1 September 2026.
Previous versions are available on request from admin@tonelabs.com.au.