To Conduct business effectively these terms and conditions apply:
Booking & Cancellations
Unless otherwise agreed, sessions must be scheduled within 48 hours of the previous session ending. The client will be charged for the number of sessions included in the agreed package. The client has 3 months to complete the total number of sessions agreed in the package. After 3 months they will lose them if not used. These can be gifted to family members or friends over the age 18.
If a training session is not cancelled with twenty-four-hour advance notice the client will be charged. However, emergencies or sudden illness will be exempt.
Please maintain communication with the trainer. A lapse of more than seven days will result in a lost time slot.
Rescheduling a session time slot will be accommodated on a first come first serve basis. It is most important for a client to have a consistent schedule.
If you need to reschedule occasionally that is okay. However, if it is on a consistent basis it may result in the loss of your time slot.
If a client is more than twenty minutes late for a training session and has not notified the trainer the Client will be considered a no show and the client will be charged for the session without participating. If this happens consistently, loss of a time slot and / or training may occur.
Time slots cannot be guaranteed after lengthy vacations or time away without prior communication
Payments
Payments for all sessions must be paid prior to starting your first session with your trainer.
Remote Coaching
Payments for all coaching must be paid prior to starting your first program with your trainer
Direct Debit
Unless you have purchased a specific training pack previously discussed with your trainer, a direct debit of the agreed amount will be taken on the start date of your personal training and on a month-by-month basis thereafter.
Refund Policy
Refund Policy:
We strive to provide exceptional service and products to our valued customers. We understand that circumstances may arise where a refund is necessary, and we aim to accommodate such requests to the best of our ability.
Refund Requests:
If you wish to request a refund for a service or product purchased from us, please contact our customer support team at hello@morethanmuscle.co.uk at least 5 days before your payment is due. We will process your request promptly and efficiently.
Refund Eligibility:
All Refunds requested may be eligible for consideration. However, please note that certain conditions apply:
1. The refund will be processed minus any transaction fees incurred if you request a refund 72 hours before your payment has come out.
2. Refunds are subject to approval and may be granted at the discretion of More Than Muscle
3. Not all Refunds requested may be eligible for consideration
Freezing Payments
The client is allowed to freeze payments for 1 month or otherwise agreed providing there is a resume date for when the client is looking to return. Please put this in writing to hello@morethanmuscle.co.uk
Session Expiration
The expiration policy requires completion of all personal training sessions within 90 days from the date of the contract. Personal training sessions are void after this time.
Cancelling Your Personal Training
Clients who wish to end their personal training must inform email their trainer and/or More Than Muscle by emailing hello@morethanmuscle.co.uk with information on when they wish to leave. We require a 1 month notice and 1 final direct debit payment. Please do not cancel your direct debit before you have agreed your notice period with us.
Complainants’ policy
If a customer wishes to make a complainants, then please put this in writing to hello@morethanmuscle.co.uk and your query will be acknowledged within 2 business days of receipt and resolved within 5 business days.
Health & Safety Policy
Clients are expected to disclose relevant information regarding their health and follow the guidance provided by their personal trainers. Client should promptly report any discomfort, pain, or unusual symptoms experienced before, during or after sessions. Comprehensive records of client assessments, and incidents will be maintained confidentially.
Liability Waiver
In the highly unlikely event, More Than Muscle and its trainers are not liable for any injuries or health that may arise during or after session. Clients participate at their own risk.
Money Back Guarantee
1. Eligibility:
The money-back guarantee applies to our programs, purchased directly from More Than Muscle and your 90 days have been completed and valid for 7 working days.
2. Duration of Guarantee
The money-back guarantee is valid for a period of 7 days from when the first 90 days has been completed.
3. Qualifying Conditions:
a. To be eligible for a refund of the service the client has to of lost 4.9kgs or less, attended a minimum of 85% of progress coaching and 1-2-1 sessions, the client also will have to log 85% of their food in the first 4 weeks of the program or not carried out 85% of sessions assigned to you to do outside the 1-2-1’s sessions in our app.
b. If the coaching is online the client has to complete 85% of the scheduled workouts and attend weekly calls with the coach. The client also has to of lost 4.9kgs or less and logged 85% of their food log in the first 4 weeks of the program.
4. Refund Process:
a. Requests for a refund must be made in writing and submitted to hello@morethanmuscle.co.uk within the guarantee period of 90 days. Subject to refund policy noted above.
b. More Than Muscle reserves the right to assess service and verify compliance with the guarantee terms.
5. Exclusions:
a. The money-back guarantee does not cover if you have lost 4.9kgs or more, attended less than 85% of your 1-2-1 sessions, not logged a consistent food log for the first 4 weeks of the program. Or if the coaching is online the client has to complete 85% of the scheduled workouts and attend weekly calls with the coach. The client also has to of lost 4.9kgs or less and logged 85% of their food log in the first 4 weeks of the program.
A. Refunds will not be provided for a refund of negligence, or unauthorized alterations.
B. Refund Method:
C. Refunds will be issued using the original payment method.
D. The refunds will be paid in full.
7. Limitations:
a. More Than Muscle reserves the right to modify or terminate the money-back guarantee at any time without prior notice.
b. The money-back guarantee is non-transferable and applies only to the original purchaser.
8. Dispute Resolution:
Any disputes regarding the money-back guarantee will be resolved through negotiation in good faith.