Outdoor group training
Outdoor group training

Terms & Conditions


 CANCELLATION TERMS & CONDITIONS

& CANCELLATION POLICIES

  

Contents

SECTION 1:  GENERAL CANCELLATION TERMS & POLICIES

Section 1.01 General cancellation policies applicable to everyone

Section 1.02 How to cancel sessions

SECTION 2:  PERSONAL & PRIVATE TRAINING

Section 2.01 Personal Training & Youth Training Cancellation Policy

Section 2.02 Private Training (2-on-1, 3-on-1, 4-on-1) Cancellation Policy

Section 2.03 Family Training Cancellation Policy

SECTION 3:  CLASSES

Section 3.01 Class Cancellation Policy

SECTION 4:  HEAT POLICY

SECTION 5:  TRAINER’S CONTACT DETAILS

 

 

SECTION 1:  GENERAL CANCELLATION TERMS & POLICIES

While we recognise that unannounced events do occur from time to time, our business is built around appointments. From a business aspect when you make a commitment to train on a regular basis, that time is specifically reserved for you.  When you cancel on short notice, it is usually impossible for us to schedule in another client who could use the time of the cancelled session. Please keep in mind that in addition to the time spent with you, we also spend extra time to set-up prior to your session and pack-up afterwards.

Section 1.01 General cancellation policies applicable to everyone

Public Holidays

Fitness Keeper does not run sessions on public holidays. If your session falls on a public holiday there will be no cost incurred.  If both the trainer and client agree to continue with the session that falls on a public holiday, then the session can go ahead as planned.

 

Inclement weather

Sessions continue rain, hail, or shine. However, if the weather is particularly dangerous (i.e. lightning storms), you will be notified via text message approximately 30-60 minutes prior to the session only if the session can no longer go ahead. You will not be charged for the session.

During heat & extreme heat

We reduce the intensity of the session and allow for longer rest periods and more water breaks during sessions that run in extreme heat. When the temperature hits 36 degrees, we have a separate cancellation policy. Please see page 6.

All sessions have different expiry dates

These dates are displayed before you make a purchase and we urge you to take note of this. It is up to you to ensure the sessions are used prior to the expiry date.

Payments

All sessions must be paid for prior to attending them. Sessions can be paid casually or by purchasing packages. There is a separate document with payment instructions if you need assistance with online payments.

Section 1.02 How to cancel sessions

All cancellations should be made by logging into your account and clicking “cancel”.

Please note that depending on what type of training you are booked in for, different cut-off times are offered. See the following pages to find the service that is applicable to you.

 

SECTION 2:  PERSONAL & PRIVATE TRAINING


Section 2.01 Personal Training  & Youth Training Cancellation Policy

CANCELLATION/RESCHEDULE – more than 24 hours notice: no charge.

CANCELLATION/RESCHEDULE – less than 24 hours notice: full session charge.

LATE – your session will still finish at the same allocated time – please notify us as soon as possible by phone if you know you will be running late. 

NO SHOW – if you do not turn up after 15 minutes without any notice of being late – you will be classified as a “no show” and charged the full amount for the session. The trainer has the right to leave 20 minutes after the session was due to commence.

Cancellations should be made by logging into your account and clicking “cancel”.

Section 2.02  Private Training (2-on-1, 3-on-1, 4-on-1) Cancellation Policy 

Cancellations/Rescheduling:  We treat rescheduling as a cancellation. All cancellations must be made online as possible so that the session can be redesigned effectively for the remaining participants in the group.

What happens when one person cancels in a group?

If one person cancels 24 hours before the session that person will be not be charged.  The remaining person(s) will be charged the applicable fee per person. E.g. if you originally have a group of four, and one cancels, the remaining participants are charged the 3-on-1 rate. For any participants who cancel with less than 24 hours notice, they will still be charged the full amount.

What happens if the entire group cancels?

If the entire group cancels with more than 24 hours notice, nobody will be charged. If the entire group cancels with less than 24 hours notice, each person will be charged for the session at the full rate.

We suggest that if someone in the group knows they cannot attend, they let the rest of their group know so that the group can continue with a different rate, or cancel with no charge if enough notice is given.

LATE – your session will still finish at the same allocated time – please notify us as soon as possible by phone if you know you will be running late.

NO SHOW – if you do not turn up after 15 minutes without any notice of being late – you will be classified as a “no show” and charged the full amount for the session. The trainer has the right to leave 20 minutes after the session was due to commence.

Cancellations should be made by logging into your account and clicking “cancel”. 

Section 2.03  Family Training Cancellation Policy

ABSENT INDIVIDUALS/CANCELLATIONS – Cancellations must be made online as soon as possible so that the session can be redesigned effectively for the remaining participants in the group.  No credits or refunds will be provided for the person who does not attend their nominated group session, unless the whole group decides to cancel the session with more than 24 hours notice.

We do not offer refunds or credits for payments made on un-used sessions if participants choose not to proceed after program commencement. 

Should extreme unforeseen circumstances arise during which individuals are unable to continue to participate (e.g. extended illness), arrangements will be made at the trainer’s discretion on a case-by-case basis.

LATE – your session will still finish at the same allocated time – please notify us as soon as possible by phone if you know you will be running late.

NO SHOW – after 15 minutes without any notice of being late – you will be classified as a no show and charged the full amount for the session. The trainer has the right to leave 20 minutes after the session was due to commence.

Cancellations should be made by logging into your account and clicking “cancel”.

 

SECTION 3:  CLASSES

Classes refer to the sessions on our class timetable

  • Boot camp
  • Boxing Blast
  • Core Conditioning/Abs Blast
  • High Intensity Training (HIT)
  • Running Club
  • Strength Class

Section 3.01 Class Cancellation Policy 

LATE – your session will start and finish at the allocated times. Please conduct your own warm-up for 5 minutes if you arrive more than 5 minutes late.

ABSENT/NO SHOW –

  • It is assumed all participants will attend all sessions they have booked in for. 
  • If you cannot make a session, you must cancel your session online as soon as possible. This ensures the session can be effectively redesigned for the remaining participants. It also allows any waitlisted clients into the class.
  • The online booking/reservation system closes 60 minutes prior to the scheduled start time of each class. You must cancel online by clicking “cancel” prior to this cut-off if you cannot make a class. Should you miss the cut-off and not attend, you will be charged for the session.
  • No refunds or credits will be provided for the person who does not attend their nominated session. 

UNABLE TO CONTINUE

No refunds are offered for payments made on unused sessions if participants cannot proceed after program commencement. However, should you be unable to continue for an extended period of time, you will be offered a credit for the remaining unused session(s). Credits expire one year after payment is received. 

Cancellations should be made by logging into your account and clicking “cancel”.

 

SECTION 4:  HEAT POLICY

Training on a hot day
When your session falls on a hot day, we will reduce the intensity of your session and allow for longer rest periods and more water breaks. 

During extreme heat (36 degrees* and above)
During extreme heat, we have a more flexible cancellation policy than usual. Please read the appropriate section/s below.
 
*32 degrees for children under 16

Sports Medicine Australia (SMA) recommends that when the temperature is 36+ combined with a relative humidity of 30% or more – exercise is stressful for most people and it is recommended that sessions are changed to cooler parts of the day or cancelled. Fitness Keeper’s policy is based on the temperature being 36 degrees or above no matter what the relative humidity is.  

Class Cancellations – Due To Heat
A client who is participating in a class (boot camp, boxing, core-abs, HIT, running club, strength class) must still cancel with at least 60 minutes notice. If the client does not cancel with more than 60 minutes notice online, the full amount of the session will be charged.

Private Training Cancellations – Due To Heat
Any personal training/private training clients (PT, 2-on-1, 3-on-1, 4-on-1, family fitness, etc.) may cancel within 1-2 hours before the session is due to commence if the temperature is above 36 degrees or is likely to reach that temperature.

How To Cancel – Due To Heat
When cancelling due to heat, cancellations can be made either online or via text message/phone call to the appropriate trainer. 

Trainer Cancellations – Due To Heat
If the trainer believes it is too hot or unsafe to run the session, the trainer has the right to cancel with 1-2 hours notice. In this case the trainer will notify clients via text message. If it is a class, the trainer will also cancel the session online.

 

SECTION 5:  TRAINER’S CONTACT DETAILS

Steph Kerr:  0419 391 302
Paul Hanna:  0438 390 431
Maebh Moriarty:  0409 125 990