Personal Training & Coaching Policy

Last Updated: 20 August 2026

This Policy outlines the terms and expectations associated with Personal Training, Personal Training + Personalised Coaching, Online Coaching and PAYG Personal Training services provided by Katie Louise Henderson.

Where you enter into an individual Personal Training or Coaching Agreement, that agreement should be read together with this Policy, your Health Waiver and the Privacy Policy. Your individual agreement sets out your specific service, fees, payment arrangements, commencement date and any minimum commitment period.

Nothing in this Policy excludes or limits any right or remedy that cannot lawfully be excluded under Australian law.

Please keep me informed of any injury, illness, pain, pregnancy, change in health status, diagnosis, medication or other circumstance that may affect your ability to exercise safely.

You are responsible for communicating any pain, discomfort, unusual symptoms or concerns experienced before, during or following exercise and should not continue an exercise that causes unexpected or concerning symptoms.

Where appropriate, you may be asked to obtain medical clearance or assessment from your GP, physiotherapist or another suitably qualified healthcare professional before commencing or continuing particular forms of exercise.

Please ensure information you provide regarding your health and training is accurate and let me know if your circumstances change.

Every reasonable effort is made to provide appropriate exercise selection, programming and coaching; however, no particular fitness, performance, health, rehabilitation or body-composition outcome can be guaranteed.

Please arrive approximately 10 minutes before your scheduled session to complete your preparation and warm-up.

Please arrive appropriately nourished and hydrated and bring a towel and water bottle. Bags and personal belongings should be stored in the lockers provided, and you should bring your own padlock if you wish to secure them.

When you arrive, please remain within sight on the gym floor so I know you are ready for your session.

Where Personal Training is conducted within a third-party fitness facility, you are also responsible for complying with that facility’s rules, safety requirements and access conditions.

A minimum of 12 hours’ notice is required to reschedule a Personal Training session.

Where sufficient notice is provided, the session may be rescheduled to a mutually suitable time and should generally be completed within the following two weeks, subject to both client and trainer availability.

Where less than 12 hours’ notice is provided, or you do not attend your scheduled session, the session will be forfeited.

Genuine illness, emergencies, parental responsibilities or other extenuating circumstances may be considered at my discretion. This discretion does not replace the standard 12-hour cancellation requirement.

If I am unable to provide a scheduled session, reasonable notice will be given wherever possible and the session will be rescheduled. Where this cannot reasonably be arranged, the session will be credited, refunded where appropriate, or otherwise dealt with by agreement.

Please provide at least two weeks’ notice of planned holidays or other absences affecting regular Personal Training sessions.

Where possible, sessions may be rescheduled to the weeks before or after your absence, subject to availability.

Where Personal Training is accompanied by an ongoing Personalised Coaching Package, the coaching component continues during holidays and planned absences unless otherwise agreed. Your program may be adapted to suit your available time, location or equipment.

Recurring Personal Training applies where you have an established regular Personal Training appointment without an associated Coaching Package.

Your session frequency, fee and payment arrangement will be confirmed in writing.

Recurring Personal Training does not include individualised programming outside your Personal Training sessions unless expressly included.

A minimum of two weeks’ written notice is required to cease an established recurring Personal Training arrangement unless another notice period has been agreed.

These terms apply to both Personal Training + Personalised Coaching Packages and Online Coaching Packages.

Depending on the service selected, your Coaching Package may include:

• an individualised training program developed around your goals, training history, movement, capacity and circumstances;
• ongoing program review, progression and adjustments;
• video technique review and asynchronous coaching;
• access to TrainHeroic and the specialised exercise library;
• communication through the TrainHeroic coaching app;
• program adaptation for travel, equipment availability or changes in training circumstances;
• an optional 30-minute online progress review each month; and
• general nutrition, recovery and wellbeing support within the scope of the coaching service.

Where Personal Training forms part of your package, your scheduled Personal Training sessions are provided in addition to these coaching services.

Individualised clinical nutrition or naturopathic treatment is not included in a standard Coaching Package unless expressly stated otherwise and requires a separate clinical service or consultation.

Unless otherwise stated in your individual Coaching Agreement, Personalised Coaching and Online Coaching carries an initial minimum 12-week commitment.

A significant amount of assessment, planning, program design and initial development is undertaken at or near the commencement of your package, with ongoing coaching, review and adjustment provided throughout the service period.

Your individual Coaching Agreement will specify your applicable fee, payment arrangement and initial commitment.

If you choose to terminate Coaching before completing the initial 12-week commitment, an early termination fee may apply where expressly stated in your Coaching Agreement.

Any early termination fee is subject to applicable Australian law and does not exclude any statutory right or remedy available to you.

Where serious illness, injury or other exceptional circumstances prevent you from continuing, please contact me as soon as reasonably possible so that your circumstances can be considered. Supporting information may be requested where appropriate.

Your Coaching Package does not automatically finish at the end of the initial 12 weeks.

By entering into your Coaching Agreement, you acknowledge and agree that your Coaching Package and associated recurring payments will continue on an ongoing basis after the initial 12-week commitment unless you expressly notify me that you wish to terminate the service.

Once the initial 12-week commitment has been completed, a minimum of two weeks’ written notice is required to terminate Coaching.

There is no new 12-week commitment simply because your service continues beyond the initial term unless you expressly enter into another fixed-term arrangement.

Services and payments continue during the applicable notice period. Access to current programming, the exercise library and coa

Your fees and payment frequency will be stated in your individual agreement or otherwise confirmed in writing.

Recurring Coaching payments are generally processed weekly on Mondays through PaySmart, unless another arrangement has been agreed.

Clients are responsible for ensuring sufficient funds are available before scheduled debits.

Where a PaySmart debit is unsuccessful, a failed-payment fee may be charged by PaySmart in accordance with the payment arrangement you have entered into with that provider.

Bank account or payment information provided directly to PaySmart/Xplor is handled by that provider in accordance with its own terms and privacy practices.

Where cash payment has been agreed, payment must be made in advance unless otherwise arranged. Please provide the exact amount as cash/change is not carried.

The agreed price of an initial fixed 12-week Coaching commitment will not be increased during that commitment unless expressly agreed.

Pricing for ongoing services may be reviewed after the initial commitment.

At least 30 days’ written notice will ordinarily be provided before an increase to an ongoing service takes effect.

If you do not wish to continue at the revised price, you may terminate the affected ongoing service before the new price takes effect. No early termination fee will apply solely because you choose not to accept a price increase after completing your initial commitment.

PAYG Personal Training applies to standalone sessions or clients training less frequently than fortnightly where no recurring arrangement or Coaching Package has been agreed.

Payment is required through the provided Square payment link at the time of booking unless another arrangement has been made.

PAYG sessions are subject to the same 12-hour rescheduling and cancellation policy outlined above.

If I am unable to provide a booked PAYG session, it will be rescheduled, credited or refunded as appropriate.

I understand that the progress I achieve through Personal Training + Personalised Coaching will depend on a range of factors, including my consistency, effort, adherence to the program, recovery, lifestyle and the information I provide throughout the coaching process. Individual outcomes and the time required to achieve them will vary.

I agree to actively participate in the coaching process by communicating any difficulties or changes, keeping my training information reasonably up to date, and submitting exercise videos where feedback would be helpful or requested. The more relevant information and video footage I provide between sessions, the more specific and useful my coach’s feedback, program adjustments and progression guidance can be.

I understand that some training will take place under direct supervision during Personal Training sessions, while other programmed exercise will be completed independently.

When training independently, I am responsible for exercising within my current ability, using appropriate equipment and a reasonably safe training environment, and following the instructions provided. I agree to inform my coach of any injury, illness, pain or change in health that may affect my ability to exercise safely, and to stop exercising if I experience unexpected or concerning symptoms.

I understand that all exercise carries some inherent risk and that my coach cannot directly supervise or observe exercises performed outside scheduled Personal Training sessions. Nothing in this agreement excludes any rights or protections that cannot legally be excluded under Australian law.

Training programs are delivered through TrainHeroic.

Clients using TrainHeroic create and manage their own TrainHeroic account and use of the platform is also subject to TrainHeroic’s terms and privacy practices.

Clients are encouraged to record and upload exercise videos where appropriate so technique can be reviewed and coaching feedback provided.

All programming, exercise, technique and training-related questions should be kept within the TrainHeroic chat. This helps keep coaching conversations together with your current program and training information and reduces the risk of important questions or feedback becoming lost across separate text-message conversations.

Text messaging should generally be used for practical arrangements relating to in-person Personal Training sessions, such as confirming, rescheduling or discussing appointment times.

Through my coach access, I may be able to view information you enter or upload to TrainHeroic, including workout records, progress information, messages and exercise videos. Information available to me through the platform will be handled in accordance with the business Privacy Policy.

TrainHeroic should not be used as the primary repository for detailed medical records, pathology reports or clinical case notes.

Access to TrainHeroic programming, the exercise library and coaching services is provided only while your applicable Coaching service remains active.

Training programs, exercise descriptions, instructional materials, videos, coaching resources and educational materials created or supplied by the business are provided for your personal use only.

Unless otherwise stated, original materials remain the intellectual property of the business and may not be copied, sold, redistributed, published, shared with others or used commercially without written permission, except where otherwise permitted by law.

Your personalised program is prepared specifically for you and should not be provided to another person for their own training.

TrainHeroic or other coaching-platform login details must not be shared.

You may keep your own personal record of your training history and progress by copying or recording any information you wish to retain before your coaching service ends. Once your service ends, access to your TrainHeroic programming, exercise library, coaching resources, videos and other platform-based materials will cease.

General nutrition, lifestyle, recovery or wellbeing guidance may be discussed as part of Personal Training or Coaching.

This general guidance does not constitute an individualised clinical nutrition or naturopathic treatment plan, diagnosis or treatment of a medical condition and does not replace appropriate medical advice.

Katie Henderson (BHSc Naturopathy, BHSc Nutrition & Dietetic Medicine) also provides individualised Clinical Nutrition and Naturopathy as a separate professional service.

Where individualised clinical assessment, supplementation advice or treatment is required, a dedicated Clinical Nutrition/Naturopathy consultation should be booked.

Where appropriate, you may also be referred to your GP or another suitably qualified healthcare professional.

Appointment reminders, scheduling changes and other practical information relating to in-person Personal Training sessions should preferably be communicated by text message. Email may also be used where needed, but text is generally preferred for arranging, confirming or rescheduling Personal Training appointment times.

All programming, exercise, technique and training-related questions should be submitted through the TrainHeroic chat. Keeping these conversations within TrainHeroic allows coaching feedback, program changes and exercise-related discussions to remain together with your current training information and reduces the risk of important messages becoming lost across text conversations.

For other discussions relating to your training or coaching services, particularly where a matter would benefit from a more detailed conversation, a phone call is preferred. This helps ensure information is communicated clearly and gives us the opportunity to discuss questions, concerns or changes properly.

Service-related communications are separate from optional newsletter and marketing communications.

Where trainer-owned equipment is provided for your use, please return it to the designated storage location following your session.

If equipment is accidentally taken away, please advise me and return it as soon as reasonably possible.

If you wish to upgrade, downgrade or otherwise change your services, please contact me so that availability, the effective date and any associated payment changes can be agreed.

Changing or ending Personal Training does not automatically terminate a separate Coaching Package unless this is expressly agreed.

Following any initial Coaching commitment, a minimum of two weeks’ written notice is required to terminate Coaching. Two weeks’ written notice is also generally required to cease an established recurring Personal Training arrangement.

Termination notices should be provided by email or another written method that provides a clear record of the request and date.

Minimum commitments, notice periods and termination provisions remain subject to rights and remedies that cannot lawfully be excluded.

Services may be suspended, changed or terminated where reasonably necessary, including due to non-payment, serious or repeated non-compliance with agreed terms, threatening or unsafe behaviour, unresolved safety concerns, failure to obtain required medical clearance, loss of access to a required facility, or where the professional training or coaching relationship can no longer reasonably continue.

Services may also need to be changed, reduced, relocated or discontinued due to changes in my working hours, availability, business operations, service locations or capacity to provide particular appointment times or services.

Where practicable and appropriate, reasonable notice will be provided and, where relevant, reasonable efforts will be made to discuss alternative arrangements.

If services are terminated by the business for reasons unrelated to a client’s breach, any prepaid amount relating to services that will not be supplied will be dealt with appropriately and in accordance with applicable law.

Personal and health information is handled in accordance with the business Privacy Policy and applicable privacy requirements.

Third-party providers including PaySmart/Xplor and TrainHeroic may separately collect information directly from clients under their own terms and privacy policies.

Please refer to the Privacy Policy for detailed information regarding collection, use, storage, disclosure and protection of personal information.

Nothing in this Policy, your individual agreement, Health Waiver or another document associated with your services excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.

Services will be provided with due care and skill and in accordance with applicable consumer guarantees.

Any minimum commitment, cancellation fee, notice period or other contractual term remains subject to rights available under Australian law.

If you have feedback, a concern or complaint about your services, please contact me at hello@katiehenderson.com.au.

Complaints will be considered fairly and reasonable efforts will be made to investigate and resolve concerns within a reasonable timeframe.

Making a complaint does not affect any right or remedy available to you under Australian law.

This Policy may be updated from time to time to reflect changes to services, business practices, technology or applicable requirements.

Where a change materially affects an existing client’s service, reasonable notice will be provided.

Changes to this Policy will not retrospectively alter the agreed price or other material terms of an existing fixed commitment or remove any right that cannot lawfully be excluded.

Katie Louise Henderson
Phone: 0432 247 942
Email: hello@katiehenderson.com.au

For cancellations, termination or other important contractual notices, please provide your request in writing so there is a clear record of the request and date.