Terms & Conditions

By investing in personal training, you are fast-tracking your results. We are confident that by working together we can make the changes you want to your health and fitness. However, it does take two to get results… success requires a level of commitment from you as well. This commitment applies not only to our sessions together but also to your day-to-day activities such as nutrition choices and rest.

Session Policy

Our sessions are tailored to your needs and each session is planned in advance. If, for any reason, you are unable to attend a session, please provide us with a minimum of 24 hours’ notice. Failure to provide such notice will result in that session being treated as a 'no show' and charged at the full rate. Cancellations should be made directly to your coach, ideally via text, email, or messenger. Please notify us as soon as you know you will not be attending. Phones are on silent overnight, so you’ll need to give notice during normal working hours to ensure it is received in time. While sessions are of a specified duration, there may be instances where you complete the prescribed training before the session end time. Your coach may end the session early or include additional exercises. This decision will be based on what they feel is in your best interests on that particular day. If you arrive late, we may not be able to extend your session and you may not complete the scheduled exercises. Please ensure that you attend all sessions suitably dressed and with any personal or hygiene items you require. Clothing should be comfortable, allow for unrestricted movement, and not pose trip or snag hazards. Trainers with a flat sole and wide toe box are recommended. Please bring a water bottle. A water fountain is available. It is recommended that you bring a sweat towel and that long hair is tied up.

Injury & Illness

We understand there may be times when you have minor injuries or illness. This does not necessarily mean you cannot train. If you develop an injury or illness, please notify us as soon as possible. With 24 hours’ notice, we may be able to plan an alternative session. If the illness or injury develops within the 24 hours before your session, or you notify us on arrival, we will do our best to accommodate, but this may not always be possible and may result in a shorter session or a 'no show'.

Payment

All payments for sessions must be made to Levels PT and received at least 24 hours before the session. If payment has not been received, you may be required to pay on arrival. Levels PT reserves the right to refuse training if monies are outstanding.

Block Purchases

Blocks of 4 sessions are valid for 3 months from the date of purchase. Blocks of 12 are valid for 6 months. Any sessions unused after these periods will expire. Block purchases are not subject to minimum attendance requirements, but your results will depend on training frequency and consistency.

2:1 / Semi Private PT

All group sessions (including 2:1) are charged per booking, not per person. If one or more parties do not attend, the session will still be charged at the standard rate. There is no option for the missing party to 'catch up' or for a refund/discount. It is your responsibility to liaise with training partners regarding cancellations. Coaches will make every effort to confirm cancellations but may not always be able to. Sessions are designed to be conducted together; while we do our best to accommodate individual needs, this may not always be possible. If this arises, your coach will discuss available options.

Refund Policy

Levels PT operates a no-refund policy. If you choose not to continue training, you will not be refunded for unused sessions. In extenuating circumstances, please speak to your coach as soon as possible. Sessions are non-transferable. If you stop training, you cannot sell remaining sessions to a third party. However, if a family member is a current active client, it may be possible to transfer the sessions to them at Levels PT’s discretion. If we terminate the training agreement (except in cases of T&C; violations), any outstanding sessions will be refunded within 1 calendar month.

3rd Party Attendance

Levels PT is not a commercial gym. It is private and by appointment only. Please do not bring third parties unless agreed with your coach. If you must bring children, they must remain in a safe area at all times. You are fully responsible for their safety. Levels PT will not take responsibility for accidents or injuries caused by children being present.

Social Media & Marketing

From time to time, coaches may take photos or videos for marketing purposes. We will never post your image without discussing it with you first. If you do not wish to appear in any material, please opt out in writing.

Communication

Good communication is vital. We will do our best to respond to your messages in a timely manner during reasonable hours. We also value feedback, both good and bad. If you are unhappy, please speak to us so we can rectify the issue. If you prefer not to approach your coach directly, you may speak with another Levels PT team member. We are committed to providing you with the best possible service, which requires a foundation of trust and honesty.