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Frequently asked questions

Take a look at our most frequently asked questions, grouped under the following headings: 






Pre & Postnatal


Healthy HIIT

If you still have a questions that are not answered here, please contact us.

  • Where is Lily House and is there parking?
    Our address is: Lily House Consulting Rooms 11-12 The Shrubberies George Lane South Woodford E18 1BD We are located opposite M&S and the Slug and Lettuce. There is parking on the street which is metered. Alternatively, there is free parking nearby at Sainsburys and Waitrose for up to 2 hours. Please note, to use the Sainsbury's car park you will need to make a purchase to park. We’re a 5-10 minute walk from South Woodford Tube station and are easily accessible from the A406 (north circular) and M11.
  • How accessible are your treatment rooms?
    Most of our treatment rooms are situated downstairs. If you need a room at ground level please contact us as soon as possible and we can arrange this for you prior to your appointment.
  • How do I book an appointment online?
    To book an appointment online go to our “Book Your Appointment” under the Physiotherapy tab. Then select the date from when you are available and choose which type of appointment you need. Once the next screen loads, on the left hand side, you will see a few options to tailor your appointment. You can select whether you would like an In Person or Virtual appointment and you can also choose who you want to book in, although you can leave this blank if you don’t have a preference.
  • How do I attend an online appointment?
    You will be sent a Zoom link in your appointment confirmation email. Simply log on at the time of your appointment.
  • Consent Form : Do I need to fill one out? How do I sign the form?
    You only need to fill out a Consent form if you are booking your first appointment with us. You will need to choose between the face-to-face or virtual consent form. The forms can be filled out electronically and we won’t require a handwritten signature - a typed out signature will suffice. Once filled out, please send the form to ahead of your appointment.
  • What payment types do you accept?
    We accept card payments or bank transfers. Our bank details can be found on your invoice.
  • What is the cancellation policy for physiotherapy appointments?
    For all cancellations notice must be given 24 hours in advance or a £20 late cancellation fee will incur. Non-attendance of appointments without prior notice will incur the full appointment cost. In the case of suspected COVID-19 or recent contact with a COVID-19 case, please contact us as soon as possible so we can rearrange your appointment. Please note, we will not be bale to reschedule your appointment for 14 days or with proof of a negative COVID-19 test result. ​ Please remember not to attend an appointment if you develop any of the following symptoms: New continuous cough A high temperature of more than 37.8°C A loss of, or change, in your normal sense of taste or smell
  • What is your Covid-19 regulation?
    At Esther Marshall Physiotherapy & Pilates your safety is our priority. Following the guidance of our governing body, The Chartered Society of Physiotherapy and Public Health England, face coverings will still be compulsory, hand sanitising will continue to be in place and our therapists will still be in full PPE for your appointment. We are only accepting card payments or bank transfers. Rooms will be cleaned between every patient, as before, and you will still be Covid screened before your initial assessment. Our staff are all fully vaccinated, will continue to take their temperature daily and take twice weekly Covid tests. Rest assured that we will continue to do all we can to keep our patients safe.
  • What health insurance do you accept?
    We accept the following leading insurers - Aviva, Bupa, Cigna and Vitality. As we bill these insurers directly, we will need your Insurance Policy Number, your Authorisation Number and the number of sessions authorised when we book you in. ​ We do not accept AXA PPP health insurance. ​ In the case that your insurer doesn’t allow for direct billing, you will need to self pay and reclaim the cost of the treatment yourself.
  • How do I book a Pilates class?
    You can book through our WIX app which is very quick and easy to use. See the next question to find out how to get started. Booking in via the website 1) Go to our ONLINE Classes or IN PERSON Classes booking page and select which class you would like. 2) Select the right date and time. 3) You will then be prompted to log in using your email address and password. If it's your first time booking, you will need to create an account. Simply follow the instructions. 4) If you have a Membership or an active Bundle (meaning you have credit remaining) you can select the option to use your pricing plan. Otherwise, you can enter your card details for payment. 5) Click "Pay Now" and that's it. You will receive a confirmation email. Booking in via the WIX app 1) Download and open the WIX app. Use the invite code 2FLUUD, then set up your account using your email address and password. 2) Go to "Services" and find the right class. 3) Then click on "Choose Time" to select the right date and time. 4) Choose your payment option. If you are a Membership or an active Bundle holder (meaning you have credit remaining) you can choose to pay using your pricing plan. 5) Follow the instructions to make your payment. That's it, you will receive a confirmation email.
  • How do I download and use the WIX app?
    You will need to search for an app called, “WIX app”. Then use the invite code 2FLUUD to login and set up your account. You can then use the app to book and pay for classes hassle free.
  • Do I need to create a member’s account?
    Yes. You need to log in with your email address and create a password if it’s your first time. You will then be able to book into classes, receive reminders and links for classes, cancel and rebook sessions and more.
  • How do I access the online classes?
    In your booking confirmation email you will see a link called “Join Meeting”. This link will take you straight to the correct Zoom meeting. Select, “launch meeting” to join the class. The link will only work at the correct date and time of the class. Please see this screenshot for a visual guide -
  • What if I am experiencing issues accessing the Zoom link?
    If for some reason you can’t get onto Zoom and the class is about to start, the quickest way to let Esther know would be to send a message via the WIX app rather than an email. Esther does try to keep an eye out for any messages before an Online class starts to make sure that everyone can get in. However, once the class has started Esther won’t be able to respond to calls or messages so please try to log on promptly. For any further questions about accessing our Online classes, or issues with Zoom, do get in touch via our Contact Us page.
  • I can’t make an Online class live - will I still receive the recording?
    Absolutely. As long as you are booked in you will receive the class recording whether you attended the class or not. There is no need to let us know if you aren’t able to attend a class live.
  • Where are your In Person classes and is there parking?
    Our In Person classes are held at: St Andrews Church 56 Chingford Lane Woodford Green IG8 9QP ​ Parking is available on Montalt Road.
  • What should I wear to the class and do I need to bring anything?
    There is no dress code although we advise that you wear comfortable clothes. You may also want to have a bottled drink with you. For In Person classes you are encouraged to bring your own mat and towel but we do provide equipment which is cleaned in between sessions. For Online classes, you will need your own mat and a towel or pillow. If we are using any other equipment, we will let you know. Sometimes resistance bands are used, but we will let you know alternatives you can use if you don’t have any.
  • How can I cancel / reschedule an existing booking?
    Membership / Bundle holders : If you can’t make a class, you can cancel a class through our app or on our website. If you are a bundle holder, you will receive the class credit back to be used for another session (within the date of your bundle). Drop In sessions (if you are pay as you go per session) : If you cancel a class you will NOT receive the class credit back. Therefore, if you need to change your session you will need to reschedule. This can only be done through our website. You will need to log into your member's account via our website and select "My Bookings". From there, you can reschedule your class. (Please see the screenshots for more info) Alternatively, you can email us at and we can rearrange your booking for you.
  • What happens to my Membership/Bundle during Teacher holidays (ie over Christmas)?
    You will be notified in advance of any Teacher holidays. If you are a Membership holder, nothing needs to be done. You will already have access to our On Demand Pilates library which you can use as often as you like. If you are an active Bundle holder, meaning you have credit remaining when the Teacher holiday starts, you will be granted automatic access to our On Demand Pilates library for the duration of the Teacher holiday. Any remaining credit will be frozen and reinstated automatically once classes are back.
  • How do I access the On Demand Pilates library?
    Once you have purchased the ON DEMAND Membership, or you have been given free access (if you are a FULL, ONLINE or EXPRESS Membership holder) you can access the On Demand Pilates library by clicking on this link - which will take you to our Podia website. If you haven’t signed into our Podia site before, you will be asked to create an account. It might be a good idea to ‘bookmark’ this link so you can access it easily each time.
  • I have new card details, how do I update my card details?"
    At the moment, the only way to update your details is by cancelling your current pricing plan and signing up again using your new card details. You can contact us to help you with this.
  • What is your refund policy?
    We do not offer refunds or extensions on our bundles or memberships except for extreme circumstances. Please contact us to discuss any extenuating circumstances. These are offered at our discretion. You can cancel your membership at any time. The next payment due will not be taken and you will be able to use up any class credits up until that time.
  • What is the cancellation policy for Pilates classes?
    Online classes and In Person classes must be cancelled 24 hours before the class to avoid being charged. This allows us enough time to offer the slot to someone else.
  • The course has already started. How can I be informed of the next course starting?
    Please fill out your details in the “This course ihas already started” section, leaving your name, email address and the course you are interested in and you will be notified once the next course becomes available
  • Which course is right for me?
    Take a look at this infographic which gives you an overview of all our postnatal courses and will help you figure out which is the right course for you. If you are still unsure about which course would best for you, please don’t hesitate to get in touch with us -
  • What is the screening test?
    This is a short physical exercise test to ensure that your body will be able to cope with the intensity of the HIIT sessions. This is to make sure you do not get injured and that the sessions are appropriate for you.
  • How do I access the classes?
    Our Healthy HIIT course is streamed via a private Facebook group and classes are available online for 2 weeks. If you do not have access to Facebook (you must have a Facebook account to be a member of the group) then we can make arrangements to do the sessions via Zoom. Recordings can then be sent on request.
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