Policies and Agreements

Cancellation Policies

When an appointment is booked with us, we see it as an opportunity to help an individual to improve their health and happiness. In order to create scheduling flexibility and upkeep the quality of life for our coaches, we do have session limits on each calendar, making that opportunity finite each week. In the instance of a no-show or late cancellation, we see it not only as a missed opportunity to help the individual but as a missed opportunity to help others as well. In order to help hold the individual client accountable for their commitment to us, themselves, and other clients, we uphold a 24-hour cancellation policy for each and every service, as described below.

Personal Training Cancellation Policy

We uphold a 24-hour cancellation policy for every in-person session. If the client cancels within 24 hours of their session, then they are subject to either forfeiting their session or paying a cancellation fee of 50.00. We send appointment verifications/reminders 48 hours before an appointment via email and text message to help prevent the need for instigating this rule. In the reminder email, there is also a link for the client to cancel or reschedule the appointment themselves.

Partner Training Cancellation Policy

In the event that one partner last-minute cancels or no-shows for a partner training session, that partner will be subject to a 30.00 fee or forfeit their pre-paid session. The remaining partner will still pay for their share of the appointment and will have the service rendered as per usual. For this reason, we will require a card on file from both partners for partner training sessions.

If both partners late-cancel or no-show, it will result in a lost session.

Class Cancellation Policy

Classes will also hold a 24-hour cancellation policy. In the event of a no-show or failure to cancel prior to 24 hours of a reserved class, the client will be charged the price of the class or forfeit their pre-paid session.

Massage Cancellation Policy

We also uphold a 24-hour cancellation policy for every massage session. If the client cancels within 24 hours of their session, then they are subject to either forfeiting their session or paying a cancellation fee of 75 % of the cost of their session. We send appointment verifications/reminders 48 hours before an appointment via email and text message to help prevent the need for instigating this rule. In the reminder email, there is also a link for the client to cancel or reschedule the appointment themselves.

Virtual Services and Coaching Call Cancellation and No-Show Policies

We uphold a 24-hour Cancellation Policy for all virtual services and coaching calls, such as Virtual Training, Coaching Check-Ins, and Nutrition Consults. Due to the inherent flexibility of these services, Coaches may reschedule at their own discretion if requested within the 24-hour window.

If a client does not answer or join the virtual call at the designated time, the Coach will try again 5 minutes after the start of the call (or remain on the virtual call for 5 minutes). If there is still no communication from the client, the session will be forfeited with payment and the Coach will stop the call.

Subscription Cancellation Policy

Many of our services, such as Hybrid Training, Online Training, Nutrition Coaching, and more, as set up to be provided in a subscription model. If the client chooses to cancel their subscription, they must alert their Coach in writing, via email, at least 1 business day before their next upcoming charge. This will give us time to ensure no unnecessary charges occur.

Repeated No-Shows And Unresponsiveness

In the instance of a no-show with no contact, we will instigate the above policies. If this behavior is repeated 2 or more times with no contact in between, we will charge the appropriate fees and remove the client fully from our schedule until we hear back from them.

If the client is enrolled in a month-to-month online service, such as online training, or nutrition coaching, and is unresponsive to the Coaches attempts to reach out or provide service, we will let the subscription continue for one more payment cycle from the point of halted contact before suspending the service.

Inclement Weather Policy

In the event of inclement weather such as snow, ice, or flooding, the Coach or Therapist will reach out to update their clients on the status of whether or not sessions/classes will be held by the following times:

  • By 8pm the night before for all AM sessions

  • By 9am the morning of for all PM sessions

If the client is uncomfortable or unwilling to come in due to weather conditions in these scenarios, the 24-hour cancellation policy may be waived, so long as the client alerts the Coach or Therapist when updated on the status of the sessions.

Refund Policies

Many of our services are set up via packages of sessions that may be paid in full or on a subscription-based payment. This is done to uphold accountability and commitment to our work and to also allow us to provide superior results. In order to provide that accountability, we hold all sales as final. This includes any form of package, be it online training, nutrition coaching, personal training, or a special offering.