W1LL Studio Privacy Policy and Legals


Terms and conditions


Before making a purchase or attending your first class, you must create a digital profile. You can do this online at www.W1ll.Co/Studio or via the W1LL Studio App (“App”). Your profile login will be your e mail. You will need a password for security purposes. You must ensure that your digital profile is always up to date.


Payment for the class or pack you have chosen must be made in advance generally by credit or debit card. If you wish to purchase a membership option, you will need to provide a valid debit or credit card (Visa or Mastercard) and enter in to an agreement with our third party biller Ezidebit. The arrangement will be automatically repeated unless it is cancelled. You can cancel the repeat option by calling the studio on 02 9310 3271 or email us at You will be required to give a period of notice equal to the billing frequency (e.g., 1 week if billed weekly).


Classes should be pre booked online or via the App. You may attend classes at our Studio or any other W1LL Studio. Classes will be generally made available for bookings 3 weeks in advance.


If you wish to cancel a booking you must do this at least 12 hours in advance otherwise you will forfeit the class. The only exception that may be agreed to is where there has been a medical or other emergency which has prevented you cancelling within the required time frame and you can prove this.


Classes and packs are valid for the period of time set out in the FAQs. They then expire. Any classes unused by the time of expiry will be forfeited. However, if you become ill or injured and provide satisfactory evidence that your doctor or allied health professional has advised you to temporarily stop exercising we may agree to extend the validity date or expiry time for up to 3 months.


We may, at our discretion, offer you a credit or a refund if we don’t keep to our end of the arrangement you have purchased or if you are unable to exercise for a long-term or indefinite period on medical grounds reasonably acceptable to us.


You may transfer any unused classes to a friend or family member if we agree to this and the person you wish to transfer them to accepts the provisions of this Agreement.


Before exercising, you should complete a pre exercise questionnaire and provide other all other relevant personal health and fitness information. You must ensure the information you provide is true and accurate. The answers you give in the pre exercise questionnaire may require you to get medical clearance before exercising. You acknowledge that the pre-exercise questionnaire is not, however, a substitute for medical advice and that it does not guarantee against injury or death.
Every time you use W1LL Studio services, it is your responsibility to ensure you are in good physical condition and know of no reason why you should not exercise. If unsure, you must NOT use our services until you have been given the go-ahead by a qualified medical professional. It is also important that you do not use our services if you are suffering from an illness, disease, injury or other condition that could be a risk to your health and safety or that of others.


When you register you will need to provide us with, and we will have access to personal information about you, including information about your health and finances. This information may be transferred or accessed by other W1LL studios for the purposes of allowing you to use services they provide. You consent to us collecting, using, disclosing and dealing with your personal information in accordance with our privacy policy which can be accessed on our web site.


Rules regarding the use of W1LL Studios (if any) will be displayed in Studios or otherwise advised to you. These rules apply to everyone using W1LL services and form part of this Agreement. If you break any of the rules we will respond in a way that we consider fair and appropriate. If you cause us or another person costs, losses or damages by breaking the rules, you agree to pay for these.


You acknowledge W1LL Studio premises may have CCTV security cameras recording 24 hours a day (except in change rooms and toilets) and may have remote video or other guarding services. Such system (if any) is for security purposes but does not guarantee against theft or harm.


We may sometimes need to cancel a class or close the Studio to unavailability of yoga instructors or an emergency. We will try to tell you about any cancellations or closures in advance but may not always be able to. Any classes lost as a result of our cancellations or closures will be added back to your account for you to rebook.


Under the Australian Consumer Law (ACL) in the Competition and Consumer Act (CCA) we guarantee that services we supply are: provided with due care and skill; reasonably fit for the purpose you have told us you are using them for or told us you wish to achieve; and/or are supplied in a reasonable time.
Under certain legislative provisions, however, we can ask you to accept some limitations to these guarantees. If you agree to make a purchase under these Terms, you agree (to the extent allowed under 139A of the CCA) to exclude or modify our liability to you for death or injury from our failure to comply with ACL. This does not apply if your death or injury is caused by our “reckless conduct”.


We may sometimes make changes to this Agreement (including our Pricing and our Studio Rules). If we do this, we will try to do this fairly and by giving you prior notice.


If you have any concerns or feedback about your purchase, our services or our Studio, please first raise it with Studio staff. If you are uncomfortable about approaching, or do not wish to approach, Studio staff, or are not happy with their response, you may send a complaint to  SURRYHILLS@W1LL.CO



W1LL Studio Surry Hills Pty Ltd, ACN 605 162 561, and its Related Companies and franchises (“we”, “us”) recognise that your privacy is important to you. We are committed to protecting the privacy of your Personal Information in accordance with the Australian Privacy Principles.


Australian Privacy Principles, are the 13 principles, set out in the Privacy Act, which outline how government, private sector and not-for-profit organisations (with an annual turnover of more than $3 million), all private health service providers and some small businesses must handle, use and manage Personal Information.

Direct Marketing Communications: communications (including direct mail, telemarketing, email, SMS and MMS messages) you are sent about our products, services or events or about third party products, services, and events which we consider may be of interest to you.
Personal Information is defined under the Privacy Act to mean any information or an opinion (including information or an opinion forming part of a database), whether true or not, and whether recorded in a material form or not, about an individual whose identity is reasonably identifiable, from the information or opinion. Some examples of Personal Information are your name, address, birth date, or email address.

Privacy Act refers to the Australian Privacy Act 1988 (Cth).

Related Company has the same meaning as “related bodies corporate” under Section 50 of the Australian Corporations Act 2001 (Cth).

Sensitive Information is a subset of Personal Information. It includes information or an opinion about a person’s racial or ethnic origin, political opinions, membership of a political organisation, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association or trade union, sexual orientation or practices, criminal record or health information.


3.1 Personal Information We Collect

What we collect depends ultimately upon the purpose of collection and we have set out the general purposes of collection in part 4 below. As a general rule, however, we will only collect Personal Information that is necessary for us to provide our products and services to you.

Personal Information we collect includes:

your contact information such as your name, email address, address and phone numbers;
your date of birth;
proof of your identity such as your driver’s licence;
your emergency contact details;
whether you participated in any activity, event or class we organised;
photographs or video footage taken at our premises;
your opinions, statements and endorsements collected personally or via surveys and questionnaires, including your views on products and services;
if you are requesting products or services from us or we are purchasing goods or services from you, then any relevant payment or billing information.

3.2 Surveys and Promotions

When you engage in certain activities, such as entering a contest or promotion, filling out a survey or sending us feedback, we may ask you to provide certain information, which you may withhold or provide at your own discretion. It is generally optional for you to engage in these activities.

3.3 Mandatory and Voluntary Information

Depending upon the reason for requiring the information, some of the information we ask you to provide may be identified as mandatory or voluntary. If you do not provide the mandatory data or any other information we require in order for us to provide our services to you, we may be unable to provide or effectively provide our services to you.

3.4 Cookies and Web Beacons

If you use our website or mobile app, we may use “cookies” and “web beacons” which enable us to monitor traffic patterns and to serve you more efficiently if you revisit our website/mobile app. A cookie or web beacon does not identify you personally but may identify your internet service provider, computer or mobile device. You can set your browser or mobile device to notify you when you receive a cookie or web beacon and this should allow you to either accept or reject it each time.

3.5 Who We Collect Your Personal Information From

As far as possible, or unless provided otherwise under this policy, we will collect your Personal Information directly from you. If we collect details about you from someone else, we will try to make you aware of this and the reason for it.

3.6 Collection of Sensitive Information

We generally try to limit the collection of Sensitive Information we may collect from you, but depending how you use our products and services, this may not always be possible and we may collect Sensitive Information from you in order to carry out the services provided to you.

The type of Sensitive Information that we may collect (if any) will usually relate to your;

  • health or medical information;
  • current or previous membership or use of a health and fitness facility (if any);
  • racial origin and religious beliefs, to the extent these are ascertainable from any photo ID (such as a driver’s licence or photo ID); or
  • family health and medical history

The type of Sensitive Information we may collect from you or record about you is limited to information that is reasonably necessary or directly related to one or more of our functions or activities.


4.1 We will only use or disclose your Personal Information for the primary purposes for which it was collected or as consented to and/or as set out below.

4.2 You consent to us using and disclosing your Personal Information to facilitate a purpose in connection with:

if required, the verification of your identity;
facilitating your use of our facilities and services;
providing our products and services to you;
facilitating the administration, management and improvement of our studios;
facilitating medical assistance in the event of a medical emergency, or to provide you with medical treatment as requested by you;
your participation in any activity or event we organise;
coordinating managing and maintaining good order and security of our premises;
investigating and reporting information to third parties regarding any accidents or incidents that may have occurred on our premises;
improving our services;
maintaining and developing our products and services, business systems and infrastructure;
our marketing and promotional activities (including by direct mail, telemarketing, email, SMS and MMS messages) such as print or electronic newsletters;
providing customer service functions, including handling customer enquiries and complaints;
offering updates, or other content, products or services that may be of interest to you;
our compliance with applicable laws; and/or
any other things reasonably necessary to provide our products and services to you.

4.3 We may also use or disclose your Personal Information, and in doing so we are not required to seek your additional consent in the following circumstances:

when it is disclosed or used for a purpose related to the primary purposes of collection set out above and you would reasonably expect your Personal Information to be used or disclosed for such a purpose (secondary use);
if we reasonably believe that the use or disclosure is necessary to lessen or prevent a serious or imminent threat to a person’s life, health or safety or to lessen or prevent a threat to public health or safety;
if we have reason to suspect that unlawful activity has been, or is being, engaged in; or
if it is required or authorised by law or formally requested by a statutory or regulatory authority.

4.4 If we propose to use or disclose your Personal Information other than for reasons set out above, we will use our best efforts to first seek your consent prior to such disclosure or use.

4.5 If you have received communications from us and you no longer wish to receive those sorts of communications, you should contact us via the details set out at the end of this policy and we will ensure the relevant communication ceases as soon as possible. Any other use or disclosure we make of your Personal Information will only be as required by law or as permitted by the Privacy Act or this privacy policy – or otherwise with your consent.

5. SHARING your Personal Information with Third Parties

5.1 We never sell, rent or trade your Personal Information. We may share your Personal Information with our Related Companies and franchisees to facilitate our provision of one of our primary purposes for collecting your Personal Information. We may also disclose your Personal Information to our contractors and agents, such as our professional advisors (including accountants, solicitors and auditors), or other organisation who help us to provide our products and services to you.

5.2 We will take such steps as are reasonable to ensure that these organisations and/or parties are aware of the provisions of this privacy policy in relation to your Personal Information.

6. Photographs and Closed Circuit Television

6.1 We may use closed circuit televisions (CCTV) at certain locations throughout our premises and surrounding areas for security purposes and CCTV images or recordings may be stored. These images or recordings may also be supplied to the police or other relevant authority.

6.2 As indicated earlier, we may take photographs of you attending our premises, and we may wish to use them for marketing and advertising purposes. If we notify you of the collection and purpose at the time, unless you advise us otherwise, you expressly agree and consent to the use of any photographs without compensation.

7. Direct Marketing

7.1 You expressly consent to us using your Personal Information to provide you with Direct Marketing Communications.

7.2 You expressly consent to us disclosing your Personal Information to other organisations that may also use your Personal Information for sending you Direct Marketing Communications.

7.3 If at any time, you do not wish to receive any further Direct Marketing Communications from us, or others, you may ask us not to send you any further information about products and services and not to disclose your information to other organisations for that purpose. You may do this at any time by using the “unsubscribe” facility included in the email or by contacting us via the details set out at the end of this policy.

8. Cross Border Disclosure

8.1 Any Personal information that you give us may be transferred to, and stored at, a place outside Australia where we may use overseas data and website hosting facilities or have entered into contractual arrangements with third party service providers to help us provide goods and services to you. Personal Information may also be processed by staff or by other third parties operating outside Australia who work for us or for one of our suppliers, agents, contractors or Related Companies.

8.2 By submitting your Personal Information to us, you expressly agree and consent to the disclosure, transfer, storing or processing of your Personal Information outside Australia. In providing this consent, you acknowledge that countries outside Australia do not always have the same privacy protection obligations as Australia in relation to Personal Information. We will, however, take reasonable steps to ensure your information is used by third parties securely and in accordance with the terms of this privacy policy.

8.3 The Privacy Act requires that we take steps as are reasonable in the circumstances to ensure that any recipients of your Personal Information outside Australia do not breach the Australian Privacy Principles. By providing your consent under the Act, however, we are not required to take such steps. Despite this, we acknowledge the importance of protecting Personal Information and undertake to use reasonable steps to ensure that your Personal Information is used by third parties securely and in accordance with the terms of this privacy policy.

9. Data quality and security

9.1 We are committed to keeping your Personal Information secure and will use reasonable precautions to protect it from loss, misuse or unauthorised access or alteration. We cannot, however, guarantee the security of all transmissions or Personal Information, especially where the Internet is involved.

9.2 You acknowledge that the accuracy of your Personal Information depends largely on the information you provide to us, so you agree to let us know if there are any errors in your Personal Information and keep us up-to-date with changes to your Personal Information.

10. Access to and correction of your Personal Information

10.1 You are entitled to have access to any Personal information relating to you which we possess, except in some exceptional circumstances provided by law. You are also entitled to edit and correct this information if it is inaccurate, out of date, incomplete, irrelevant or misleading.

10.2 If you would like access to or correct any records of Personal Information we have about you, you are able to access and update that information (subject to the above) by contacting us via the details set out at the end of this policy.


11.1 You agree to the terms of this privacy policy if you visit our premises, use our website or app or accept the terms of one of our terms and conditions (relating to a product or service offer or other promotion) which refer to this policy.
11.2 We may modify this privacy policy at any time. Changes will take effect immediately upon their posting on our website. If the changes would have a material adverse impact on your rights in relation to the Personal Information we have collected about you we will highlight the changes that have been made. If we are acquired or merged with another organisation, your information may be transferred to the new owner so that it may be able to continue to provide the primary purposes to you.


12.1 If you have any questions, suggestions or complaints concerning our privacy policy or the way in which we have dealt with your Personal Information, please contact us. Our contact information is set out below. We will respond to your question, suggestion or complaint as soon as possible.
12.2 You can obtain information on privacy issues in Australia by visiting the web site of the Office of the Australian Information Commissioner at


Phone: (02) 9310 3271

401/409 cleveland Street Surry Hills 2010