Booking terms
These terms apply when you book a class, event, course, session or membership through ORUS, whether in person or online, and whether you pay us, pay at the venue, or attend free.
They sit alongside our Customer Terms of Service (which govern anything you buy), our Site Terms of Service, our App Terms of Service and our Privacy Policy. Where they conflict, these terms apply to bookings.
1. Who we are
ORUS is a trading name of Eight Hours Group Ltd, registered in England and Wales, company number 17031572, registered office 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. Contact us at hello@orus.uk.
2. Who you are contracting with
This is the most important section in these terms. Read it before you book.
2.1 Two different situations
Where the host is an independent club, studio, venue, instructor or practitioner, your contract for the class, event, course or session is with that host, not with us. We provide the platform: the listing, the booking, the payment and the record. The host provides the activity, the premises, the equipment and the instruction. The listing tells you who the host is before you book, and your confirmation names them.
Where ORUS is itself the host, sessions run under an ORUS club, in ORUS premises, or by instructors we engage, we are the provider and we are responsible for the activity itself. In those cases the responsibilities set out in section 5 are ours, and nothing in these terms transfers them to anyone else.
Every listing states which of these applies. If it does not, ask us before you book and we will tell you.
2.2 Where you pay at the venue
Some listings are marked “pay at the venue”. There, we take the booking and the host takes the money. Your payment, refund and cancellation rights for that session are with the host, on their terms, and we can only pass on a request.
3. What “checked by ORUS” means, and what it does not
We say that hosts on ORUS have been checked. We want to be precise about what we do today, because it would be wrong to let that phrase carry more weight than it should.
Before a host goes live:
- a person at ORUS reviews their application and approves the club or the expert by hand; nothing is listed automatically;
- we record the qualifications, specialities and links they give us, and show them on their page as they gave them;
- where a host takes money through ORUS, their identity, and their company’s registration where they verify as a business, is verified by Stripe before any payout is made.
What that check is not. We do not yet verify insurance, background checks or the currency of a qualification, and we do not audit a host’s premises, watch them teach, assess their competence, supervise their sessions, or monitor whether their insurance or certification remains in force. We are not a regulator, an accreditation body or an inspectorate, and a listing on ORUS is not a professional endorsement or a guarantee of quality or safety. Section 5 sets out what every host agrees to hold; we rely on that agreement and on reports.
We remove hosts who breach that agreement, and we act on reports. If you believe a host is operating unsafely or without the cover they claim, tell us at hello@orus.uk and we will look into it. If we begin verifying insurance or background checks, this section will be updated to say so.
4. Your health, and taking part safely
Physical activity carries risk. Booking through ORUS does not remove it, and no screening we or a host carry out can make an activity risk-free.
- You are responsible for deciding whether an activity is right for you. If you are unsure, because of a health condition, an injury, a medication, pregnancy, recent surgery, or because you have not exercised for a long time, get advice from a doctor or a qualified professional before you book.
- Tell the host what they need to know. Before you take part, tell the instructor about any condition, injury, allergy or medication that could affect your safety or theirs. If you would rather not say it in front of a class, tell them privately or contact them beforehand. A host can refuse participation where they reasonably believe it is unsafe.
- Work at your own level. Follow instructions, use equipment as shown, and stop if you feel unwell, dizzy, faint or in pain. Do not continue because a class is continuing.
- Do not take part under the influence of alcohol or anything that impairs your judgement or coordination.
- Online sessions. You are responsible for your own space, floor surface, equipment and surroundings, and for anyone else present. Clear enough room, and do not follow an instruction that your space or your body cannot safely accommodate.
- You must be 18 or over to book, unless a listing is expressly open to under-18s, in which case the conditions on that listing apply and a parent or guardian must consent and, where stated, attend.
Nothing in this section, and nothing anywhere in these terms, limits or excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. That applies to us and, where they are the provider, to the host.
5. What hosts must do
Every host offering a class, event, course or session through ORUS agrees, in their own agreement with us, to:
- hold and maintain public liability insurance, and professional indemnity insurance where they give individual advice or instruction;
- hold the qualifications and registrations relevant to what they offer, and keep them current;
- carry out their own risk assessment for the activity and the venue, and comply with health and safety law;
- provide a safe environment, safe equipment and appropriate supervision;
- hold current first aid provision appropriate to the activity;
- describe the session honestly, including its intensity, prerequisites and anything a participant should know before booking;
- not present themselves as holding a qualification, registration or specialism they do not hold, and not give medical advice;
- tell us promptly about any incident, injury or insurance claim arising from a session booked through ORUS.
Where ORUS is the host, these are our obligations, and we hold the same insurance and follow the same standards.
6. Booking, payment and prices
- A booking is confirmed when we send you a confirmation, not when you submit the request.
- The price shown includes any ORUS booking fee, which is shown separately before you pay. Where a listing is “pay at the venue”, the price shown is the host’s and you pay them directly.
- Class packs, memberships and course places are charged when you buy them. Redeeming them costs nothing further.
- Where a session is free, no fee is charged to you.
- If a price is obviously wrong and you could reasonably have realised it, we do not have to honour it. We will tell you and offer you the choice of paying the right price or a full refund.
7. Changing or cancelling a booking
7.1 If you cancel
- More than 24 hours before the start: full refund of what you paid us, or the credit returned to your pack, unless the listing says otherwise.
- Within 24 hours of the start, or if you do not attend: the session is treated as taken and is not refunded, unless the listing says otherwise or the host agrees.
- Individual sessions with a practitioner may carry a longer notice period, which is shown on the listing and in your confirmation before you book.
- Events, retreats and workshops may have their own cancellation terms because the host commits cost in advance. Those are shown on the listing before you book, and they apply instead of the 24-hour rule.
Your legal cancellation rights. For most services bought at a distance you have 14 days to change your mind. That right does not apply to a booking for a specific date or period, a class, event or session at a set time, because the law excludes leisure services supplied on a specified date. It does apply to things like an open-ended class pack or a membership, and to courses, subject to section 8. None of this affects your rights if a service is not carried out with reasonable care and skill.
7.2 If the host or we cancel
If a session is cancelled, you get a full refund of what you paid us, or a transfer to another session if you prefer. We will tell you as soon as we know. Where a session is cancelled at short notice for something outside anyone’s control, instructor illness, severe weather, a venue closure, a power failure, the refund is still yours, but we are not responsible for other costs you incurred, such as travel or childcare.
7.3 Late arrival, and being turned away
A host may refuse entry to a session that has already started, where joining late would be unsafe or disruptive. A host may also refuse or end participation where someone is behaving unsafely, is under the influence, or will not follow reasonable instructions. In those cases the session is not refunded.
8. Courses and digital content
- A course place gives you personal, non-transferable access for the period stated on the listing.
- Where a course is provided by an independent educator, your contract for the course content is with them, as in section 2.
- Your 14-day cancellation right applies to a course you buy at a distance. If you ask us to give you access immediately, you are asking us to start supplying before the 14 days are up: you keep the right to cancel, but you may be charged for what you have used, and you lose the right entirely once the course has been fully delivered. We tell you this at checkout and ask you to acknowledge it.
- Course content is general educational information. It is not medical, clinical, nutritional or psychological advice for you personally, and it is not a substitute for professional care.
- You may not record, copy, share or resell course content, or use it to train a model.
9. Practitioners, coaches and one-to-one sessions
- A practitioner listed on ORUS is an independent professional, not our employee or agent. Their advice, programmes and treatment are theirs, and your contract for them is with the practitioner.
- Practitioners must work within their qualifications and scope of practice. A personal trainer is not a physiotherapist; a nutrition coach is not a dietitian and does not treat clinical conditions; none of them is your doctor.
- No practitioner on ORUS may diagnose, treat or manage a medical condition, tell you to stop or change prescribed medication, or offer anything as a substitute for medical care. If one does, stop and tell us.
- Where you choose to share health data or coaching notes with a practitioner through ORUS, that is a separate choice you make and you can withdraw it at any time. Connecting Apple Health does not give any practitioner access to it. Our Privacy Policy explains how this works and who controls what.
- If something goes wrong with a session, tell us. We will help you reach the practitioner and, where we hold the payment, we can hold or refund it while it is resolved.
10. Behaviour
Everyone taking part is entitled to a safe and respectful environment. Do not harass, abuse, intimidate or discriminate against anyone: participants, instructors, venue staff or our team. Do not photograph or film anyone without their agreement. We may cancel a booking, remove someone from a session, or close an account where this is not followed, and we will support a host who does the same.
11. Our liability
11.1 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 the terms implied by the Consumer Rights Act 2015, or for anything else that cannot lawfully be limited or excluded.
11.2 Where we are the platform and the host is independent. We are responsible for the booking service we provide: listing accurately what the host has told us, taking your booking, handling your payment, and dealing properly with cancellations and complaints. We are not responsible for the conduct of the activity itself, the state of the venue, the equipment, the instruction, or any injury or loss arising from them, because those are the host’s and we do not control them. That does not affect clause 11.1, and it does not apply where we failed to take reasonable care in the checks described in section 3.
11.3 Where ORUS is the host. We are responsible for the activity as its provider, and clause 11.2 does not apply.
11.4 Subject to the above, we are liable for loss that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not liable for loss that is not foreseeable, and we are not liable for travel, accommodation, childcare or time-off costs you incur around a session.
11.5 Business use. If you book for a business purpose, we have no liability for loss of profit, business, contracts, goodwill or business opportunity.
12. Incidents and complaints
If you are injured or something goes wrong at a session, tell the host at the time so it can be recorded, and tell us at hello@orus.uk as soon as you can. We keep a record of reported incidents, we raise them with the host and their insurer where appropriate, and we will tell you who to deal with. We acknowledge complaints within 2 working days and aim to respond substantively within 14 days.
13. Changes to these terms
We may change these terms. The current version is always at this address with the date it was last updated. Changes do not affect a booking you have already made.
14. Governing law
These terms are governed by the laws of England and Wales, and disputes are subject to the exclusive jurisdiction of the English courts. If you are a consumer resident outside the United Kingdom you keep the benefit of any mandatory consumer protections of the country you live in. For bookings in Malaysia, the Malaysia Annex applies.
15. Contact us
Eight Hours Group Ltd (trading as ORUS) · Company number 17031572 · 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ · hello@orus.uk
Annex MY: Malaysia
This annex applies where you book a class, event, course or session taking place in Malaysia, or where you book as a consumer resident in Malaysia. Where it conflicts with the main terms above, this annex applies.
MY.1 Who you are contracting with
Until a Malaysian operating company is incorporated and named in this annex, Eight Hours Group Ltd is the contracting party for bookings in Malaysia, and section 2 above applies unchanged: your contract for the activity is with the host, except where ORUS is itself the host.
MY.2 Consumer law
Nothing in these terms limits any right you have under the Consumer Protection Act 1999 or other Malaysian law that cannot be excluded. Where Malaysian law gives you a stronger right than these terms, that right applies. Disputes may be brought before the Tribunal for Consumer Claims Malaysia where the claim falls within its jurisdiction.
MY.3 Hosts in Malaysia
Hosts operating in Malaysia must hold the insurance, qualifications and registrations required in Malaysia for what they offer. Where a Malaysian licence or registration is required for an activity, the host must hold it, and we record it as part of the check described in section 3.
MY.4 Currency, payment and refunds
Prices for Malaysian sessions are shown and charged in Malaysian ringgit. Refunds are made in the currency paid, to the original payment method. Where a payment method does not support a refund, we agree an alternative with you.
MY.5 Personal data
Personal data collected in connection with a Malaysian booking is handled under the Malaysia annex of our Privacy Policy and the Personal Data Protection Act 2010, not the UK GDPR. Health information you give a host or instructor is sensitive personal data and requires your explicit consent.
MY.6 Emergencies
In an emergency in Malaysia, call 999. Do not rely on the app or on ORUS to summon help.
MY.7 Language
These terms are provided in English. Where we publish a Bahasa Melayu translation and there is a conflict, the English version governs, except where Malaysian law requires otherwise.
Version 1.0 · Effective 7 September 2026 · Eight Hours Group Ltd, trading as ORUS · The current version of these terms is always at this address. Previous versions are available on request from hello@orus.uk.