Cancellation & Rescheduling

Clients must provide at least 24 hours' notice if they need to cancel or reschedule a booked personal training session.

• Cancellations or rescheduling requests made more than 24 hours before the session can be rearranged at no additional cost, subject to availability.
• Cancellations made within 24 hours of the session will result in the session being charged in full or deducted from your monthly or session allowance.
• If you do not attend a booked session without notice, the session will be charged in full.
• Repeated late cancellations may result in future sessions being reviewed or booking privileges being restricted.

Exceptions may be made at the discretion of 24 Performance in genuine emergencies or exceptional circumstances.

If you arrive late to a session, the session will normally still finish at the originally scheduled time.

For example, if a 60-minute session is booked from 6:00pm to 7:00pm and you arrive at 6:15pm, the session will normally still finish at 7:00pm.

If you are significantly late and there is insufficient time to safely and effectively deliver the session, the session may be treated as a late cancellation.

If 24 Performance needs to cancel a session, you will not lose the session.

The session will be rearranged for a mutually suitable date and time. Where rearrangement is not reasonably possible, an appropriate session credit or refund will be provided.

Where your coaching package includes a set number of sessions per month, sessions should normally be used within the relevant billing period.

Unused sessions do not automatically roll over into future months unless agreed in advance by 24 Performance.

Sessions lost because of a cancellation within the 24-hour cancellation period will still count towards your monthly allowance.

For Hybrid Coaching, the 24-hour cancellation policy applies to all scheduled in-person sessions.

Cancellation of an individual in-person session does not cancel the online coaching element of your package.

Online programming, check-ins, nutrition guidance and other agreed coaching services will continue for the duration of your active membership.

Online Coaching is provided as an ongoing monthly service rather than individual appointments.

Clients wishing to cancel their Online Coaching membership must provide at least 30 days' notice before their next billing date.

Once a payment has been processed, the relevant coaching period is considered active and refunds will not normally be provided for a change of mind or failure to use the service.

This does not affect any statutory rights you may have.

Clients wishing to end an ongoing monthly 24 Performance coaching package must provide 30 days' notice.

You will continue to receive the services included within your package during any paid notice period.

Any outstanding payments relating to services already provided or an agreed notice period remain payable.

For programmes sold for a fixed period, such as an 8-week or 12-week programme, the programme is considered a fixed-term service.

Once the programme has started, clients cannot normally cancel part-way through the programme and receive a refund for unused weeks simply because they have changed their mind.

Any statutory cancellation or refund rights that apply will still be honoured.

If you become injured, seriously unwell or experience circumstances that prevent you from continuing your coaching, please contact 24 Performance as soon as possible.

Depending on the circumstances, 24 Performance may agree to:

• Pause your coaching membership;
• Reschedule sessions;
• Credit sessions to a future date; or
• End the coaching agreement early.

Any decision will be considered on a case-by-case basis.

Clients should provide as much notice as possible for planned holidays.

Where appropriate, training may be adjusted to include remote workouts or alternative programming during your time away.

Planned holidays do not automatically pause monthly payments unless this has been agreed with 24 Performance in advance.

If 24 Performance is unavailable due to planned annual leave, clients will be informed in advance and appropriate arrangements will be made for any affected services.

Payments for coaching or sessions that have already been delivered are non-refundable.

Refund requests for services that have not yet been delivered will be considered in accordance with the terms of the service purchased and the client's statutory consumer rights.

Nothing within this policy is intended to restrict any rights provided to clients under UK consumer law.

By purchasing a service, booking a session or beginning coaching with 24 Performance, you confirm that you have read and agree to this Cancellation & Rescheduling Policy.

24 Performance reserves the right to update this policy when necessary. Clients will be informed of any significant changes that affect their existing coaching agreement.