Client Policies

At Godden Performance Training, we’re committed to delivering high-quality, professional coaching while maintaining clear expectations and consistency for all clients. Please review the following policies that apply to all private and semi-private training memberships:

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.

Agreement Terms

All clients sign a Service Agreement prior to starting. That agreement governs all terms of service and will be referenced as the final authority in any disputes.

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