Cancellation/No-Show Policy
Why do I have a cancellation/no-show policy?
I understand that life has a habit of throwing up the unexpected and plans have to change. The aim of the policy is not to penalise you unnecessarily at such times but to promote; fairness, the interests of our members/participants, maximise the opportunities for participation and protect my income and ability to continue to provide this service. The policy also aims to INCENTIVISE YOU to commit to your own health and fitness. I want to see you achieve your goals, and that won’t happen if you consistently miss training sessions. Read our full policy below for the benefit of everyone:
GROUP CLASSES
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PAYG NON-MEMBERS
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If you cancel a session, within 48hrs notice or more, you will be offered a refund (less an admin fee; 2.1% of the transaction amount + 0.20 GBP) or a credit towards a future session.
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If you cancel with less than 48hrs notice no refund will be made, however you will be offered a credit towards a future session.
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If the minimum session number of 4 participants is not met within 24hrs of the session, I reserve the right to cancel the session and you will either receive a full refund or you will be booked into the following week's session.
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If I cancel a session (for any other reason) you will be offered a full refund or a credit towards a future session.
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No-shows will not be refunded and no credit will be offered.
GROUP PLUS, FULL & ULTRA MEMBERS
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For sessions that do not reach full capacity you can cancel at any time without penalty.
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For sessions that are fully booked, and for cancellations made with less than 24hrs notice, you will receive a Penalty Notification.
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No-shows will receive a Penalty Notification.
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Receiving 3 Penalty Notifications over a 30 day period will result in you losing session booking rights for the following 14 days.
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If I cancel a session with less than 48hrs notice all members booked into that session will receive a Cancellation Credit. Each Credit is worth £3 and is valid for 1 year from the date of issue. Credits can be redeemed against alternative Services or in SHOPRUN3SIXTY.
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Exceptions to this are cancellations I make due to; meeting COVID-19 guidelines or adverse weather conditions that are deemed unsafe to participants.
PERSONAL TRAINING
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If you cancel a session, giving 48hrs notice or more, you will be offered a full refund (less an admin fee; 2.1% of the transaction amount + 0.20 GBP) or a credit towards a future session.
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If you cancel a session, with less than 48hrs notice, you may ask for a one-time cancellation waiver and will be offered a refund (less an admin fee; 2.1% of the transaction amount + 0.20 GBP) or a credit towards a future session. Use it wisely!
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Any subsequent cancellations made by you with less than 48hrs notice will not be refunded and no credit will be offered, unless another booking is taken to fill that time slot. In this instance, I will use the time scheduled for your cancelled session to research and work on your fitness programme.
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If I have to cancel a session with less than 48hrs notice, you will receive a full refund and a rescheduled session for free (it must be booked within 7 days of the original session or will be forfeited)
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If I cancel with more than 48hrs notice, the scheduled session will be rearranged within 7 days to ensure consistency and progress in your training. You will not be entitled to a refund or free session.
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No-shows will not be refunded and no credit will be offered.
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COURSES & EVENTS
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Payment is taken in full, upfront and is non-refundable after the course/event start date
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If you cancel your booking, giving 1 week of notice or more (before the course/event start date), you will receive 75% of the sum paid
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If you cancel your booking, with less than 1 week notice (before the course/event start date), you will receive 50% of the sum paid
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If I cancel the course/event you will receive a full refund