Client Policies
Billing & Payments
• All training memberships are a recurring subscription, billed bi-weekly at a flat rate, regardless of attendance.
• Payments are processed automatically every 14 days from your agreement start date.
• There are no refunds for missed sessions unless services are cancelled by Godden Performance Training.
Schedule Adjustments
• Clients may adjust their training frequency (e.g., 2x/week to 1x/week) with 14 days’ written notice via email.
• Schedule changes take effect with the next billing cycle following the notice period.
Pausing a Membership
• Clients may request a temporary pause with at least 2 weeks’ notice via email.
• Holds are only granted for durations of 2 weeks or more, as our billing is bi-weekly and shorter pauses disrupt the billing cycle.
• Time-off holds are applied in full week increments only and cannot be backdated.
• During a pause, billing is suspended and sessions are temporarily frozen until reactivation.
• Missed sessions during a valid hold are not banked or credited forward.
• Maximum hold duration is 4 consecutive weeks, unless otherwise arranged.
Cancellations
• To cancel your membership, 30 days’ written notice is required.
• All cancellations must be submitted via email to ensure accurate processing. You can also fill out our cancellation form here: Cancellation Request Form
Missed Sessions, Make-Ups & Expiry
• Missed sessions may be banked and used for make-up sessions, as long as the client remains actively training.
• Banked sessions expire if not used within a reasonable timeframe and may not carry over through extended pauses or cancellations.
• Clients are responsible for coordinating make-up sessions with their coach based on availability.
• Semi-private training sessions expire 30 days from the date of purchase.
• 1-on-1 personal training sessions expire 90 days from the date of purchase.
Communication Policy
• All administrative inquiries (billing, schedule changes, cancellations, complaints) must be sent to [email protected].
• Support is available during standard hours: Monday to Saturday, 8am–6pm.
• Messages sent outside of hours will be responded to the next business day.