FAQ & Policies

 

FREQUENTLY ASKED QUESTIONS

LOCATION & FACILITIES:

As a mobile personal trainer with a passion for a natural-movement based approach to fitness, I try to get my clients outdoors and moving as much as possible. In my experience, gyms can be helpful places to train, but not essential to achieve most strength, fitness, and weight-loss goals. I have found training outdoors provides excellent opportunities to teach functional strength and skill exercises, that will best help clients in their everyday lives. That is why I train most of my clients outside in the fresh air.

Please click here to learn more about the locations I train my clients at.

TERM OF COMMITMENT:

I work with clients who really want to make a fundamental effort to change and reach their goals. In the fitness world, progress is measured in months, not days, to see significant progress. As such, the minimum term of commitment is 12 weeks for new clients. Please note, payment will be made on a 4-week rolling contract basis. This means you won’t need to pay 12 weeks in advance, you can pay 4 weeks at a time, but the minimum commitment period will be 12 weeks for new clients.

The cancellation policy (read more below) is 30 days’ notice.

DO YOU TRAIN IN THE RAIN?

Yes! I recognize that this response isn’t shared by everybody, but we are in Vancouver after all, we would be waiting a long time for a sunny day! I train my clients outdoors rain or shine, with the only exception being if the weather looks to be dangerous or stormy. All outdoor training locations have a sheltered option if the weather worsens. If you don’t feel comfortable training outdoors in all forms of weather just yet, I can also train you online, or in your home. Learn more by clicking here.

PRIVATE GROUP TRAINING

Please note the following important details:

  • If only one member can attend a given session, no partial refunds will be given. Only in special circumstances will refunds be given, at my discretion.

  • All other policies listed below still apply to private group training, such as cancellation, rescheduling, session expiration, etc.

HOURS OF OPERATION:

Generally, I train clients during the following times:

  • Monday: 8:00am - 8:00pm

  • Tuesday: 8:00am - 8:00pm

  • Wednesday: 8:00am - 8:00pm

  • Thursday: 8:00am - 8:00pm

  • Friday: 8:00am - 12:00pm

  • Saturday: Closed

  • Sunday: Closed

Only in special circumstances can sessions be temporarily scheduled on ‘closed’ days.

POLICIES

PAYMENT POLICY:

All 1:1 personal training sessions are paid for on a rolling subscription basis. This means you will be automatically charged the amount shown (depending on your subscription) every 4-weeks. When your subscription starts, you must commit to a term of 12 weeks, and then afterward, it will automatically switch to a rolling 4-week subscription.

EXPIRATION POLICY:

At the beginning of a payment block, I will book all of your sessions for the month. Each session will have a maximum of 20 days after the original scheduled date, to be used. Sessions can be rescheduled to anytime prior to the deadline, as long as I receive 24-hour notice. If a session is not used by the deadline, it will expire and not be reimbursed.

There are only a few exceptions to this rule:

  • I am away on vacation. If this is the case, I will extend all deadlines by the duration that I am away (if I am away for a week, I will extend all deadlines by one week, etc).

  • Special circumstances (at my discretion).

I will endeavor to help you reschedule a session prior to your deadline, subject to my availability. If you know you will be away, we can aim to complete all sessions either before or after your vacation, so long as they are prior to the deadline date for that session. See more under “Vacation Policy.”

LATE POLICY & TECHNICAL DIFFICULTIES:

If you are late to your session, we can still use the remaining portion to exercise. However, sessions will only last the arranged 1-hour duration, and cannot be extended due to scheduling conflicts.

Please note, this also includes technical issues for online sessions. If your session is online and your battery dies or your service is not working, the session may not be extended, due to scheduling constraints. Please plan ahead and ensure you have enough battery for an online session, that you will have sufficient service for your online session, and that you have prepared your mobile device in the case of poor weather.

CANCELLATIONS & RESCHEDULING:

The cancellation and rescheduling policy is a 24-hour notice for individual sessions & workshops. If the cancellation or rescheduling request is given with less than 24 hours’ notice, you will still be charged for the session that you did not attend. If more than 24 hours’ notice is given, we can reschedule your session to a different day and time (prior to the 20-day deadline).

The cancellation policy for your personal training subscription is 30 days’ notice. If you cancel your membership and rejoin at a later date, you will be subject to current pricing (as opposed to retaining loyalty pricing).

SWITCHING BETWEEN ONLINE & IN-PERSON SESSIONS:

This would be considered a reschedule and would require 24 hours’ notice.

VACATION POLICY:

We can fit all your sessions in before, after, or during your vacation, as long as they occur before the deadline for the affected sessions (20 days after the original scheduled date).

Please note, if I am away on vacation, I will extend all deadlines by the duration of time I am away.

Unfortunately, if you would like to pause your membership (for non-medical reasons), I cannot guarantee your training space, due to my waiting list. This will be viewed as a cancellation. Re-joiners will be subject to current pricing, and will not retain loyalty rates (outside of special circumstances, such as injuries, illness, etc).

  • Some potential solutions to this would be:

    • While you’re away, we can perform sessions online via Zoom.

    • We can continue to schedule your sessions (either before or after your trip), but prior to each session’s deadline.

    • You can cancel and join the waiting list, and when a new spot opens up after you return, I can slot you in (re-joiners will be subject to current pricing).

WORKSHOP POLICIES:

Workshops are limited to 8 participants, and require a minimum of 3. If the minimum number of participants is not met by 24-hours prior to the workshop, you will be issued a full refund, and the workshop will not run. I will endeavor to contact and refund everyone with as much notice as possible if a workshop will not be running.

The cancellation and refund policy for a workshop is 24 hours notice prior to the event. If the cancellation request is given with less than 24 hours notice, you will still be charged for your space.

Have a question that was not answered above? Feel free to inquire below.