SUSPENSIONS & CANCELLATIONS

​

SUSPENSIONS

We understand that although you are committed to your health, it's sometimes unavoidable to be unable to attend the gym for a period of time, whether that be medical, holidaying, or some other reason. Membership suspensions are available under the following policies.​

 

1. ​​Suspensions must be requested in writing no less than 7 days from the start date of the suspension.

2. Suspensions must be for a minimum period of 14 days, and may not exceed 28 days.

3. If you require a shorter or longer suspension than the period listed, you may request one and we will try to accommodate you however we can, however we make no guarantee it will be granted. 

4. Any exceptions to this policy are at the discretion of StrengthXP and do not guarantee future exceptions will be made. 

 

​

CANCELLATIONS

 

• Objectives and Background

  1. StrengthXP is committed to providing the best service in a timely manner. We aim to accommodate your needs.

  2. Unfortunately, when a client cancels without giving adequate notice, it prevents another client from being served. This cancellation policy is used as a way of respecting the time commitment of all involved. It explains the process for requesting a cancellation and the fees applicable. This policy is used in fairness to both our business and the clients who would otherwise have wanted an appointment.

  3. We are implementing a straightforward cancellation policy to be upfront about all the costs you may face when engaging our services.

• Cancellation Process (Individual Classes/Sessions/Appointments)

  1. We understand situations can arise in which you must cancel your appointment. Due to limited appointment availability, we request that you cancel with adequate notice. This allows us to fill that appointment slot.

  2. You may cancel any booked sessions by:

     1. using the GymMaster App

     2. using our online Member Portal

  3. We require a minimum of 24 hours notice for cancellation. Any cancellations within this time frame will be deducted from your account as if the appointment had occured.

  4. All references to cancellation of appointments in this clause are also a reference to rescheduling of appointments.

• Cancellation Process (Recurring Memberships)

  1. Although we hate to see a member leave us, we know that it is ultimately part of a lot of peoples journey. Our aim is to make the decision to cancel as difficult as possible, but once you make that decision we want to make the process of cancelling as painless as possible, without the usual hoops that gyms make people jump through.

  2. As such, we don't have any minimum periods regarding either length of engagement with us, or any kind of notice period. Once you let us know about your intention to cancel, your wishes will be carried out as soon as practical within 1-2 business days.

  3. You may cancel your membership by completing the following form:

     1. Member Cancellation Form​

  4. Once you have completed the form, you will receive a confirmation phone call from the StrengthXP team to confirm your intentions. We may also ask a few questions regarding your decision to see if the issue is something we may be able to help with.

• Refund policy

  If no prior notice is given or the notice given is not in accordance with the cancellation process, you will forfeit your deposit for the missed appointment. Late arrivals can only be extended to the remaining time of the scheduled appointment and a late start time does not entitle a client to a session longer than the scheduled appointment. If you are more than 15 minutes late past your appointment we will have to reschedule or cancel the appointment, which may mean your session is forfeited.

• Acceptable circumstances for waiving refund policy

  We understand that plans may change due to uncontrollable and external circumstances, and we have genuine compassion for these circumstances. Missed appointments can be unintentional or may stem from an emergency, bereavement, personal loss, or other extreme circumstances. Therefore, subject to approval by StrengthXP, cancellation due to such circumstances will not result in a forfeited deposit.

• Questions

  Our business firmly believes that a good client and business relationship is based upon mutual understanding. Questions about our cancellation policy should be directed to tim@strengthxp.com.

• Agreement

  Please sign that you have read, understood and consented to this Cancellation Policy. By signing up to a StrengthXP membership, you understand that you are holding a spot and you may be charged a cancellation fee if an appointment is cancelled without providing at least 1 notice or if the appointment is missed.