General

• Please arrive at least 10 minutes before your session to complete your prep/warm up.

• Please ensure you are nourished and hydrated prior to training.

• Always bring a towel and water bottle to your session.

• Please leave your bag in the rack under the stairs or in a locker in the bathrooms. Bring your own padlock to secure your belongings.

• If you are injured or not feeling well, please let me know before you begin the session.  Exercises will be modified to suit your needs.

• Please ensure you are within eye shot of me when you arrive so I can find you on the gym floor, signalling that I can finish up with my previous client.

Rescheduling

Occasionally, sessions need to be rescheduled due to illness etc. Please provide at least 12 hours notice to reschedule, otherwise the session is forfeited.  All rescheduled sessions must be completed within the following two weeks, unless rearranging for holidays etc. 

If a session is rescheduled is it always made up within the following two weeks, where schedules align.

Late Cancellations

If you fail to attend a scheduled session OR give less than 12 hours notice to reschedule, the session is forfeited.  If sessions are missed under extenuating circumstances, rescheduling may be considered.

Cancelling sessions/holidays

If you are unable to make training sessions due to holidays or work, please notify by text message two weeks in advance.  Sessions missed due to holidays are made up in the weeks before or after, but in certain cases, may be cancelled where schedules do not align.

Clients on a package who provide at least 12 hours notice of absence from a session will not have sessions cancelled, but rather, reschedule the session at a time that suits both parties, within the package timeframe. Please see payments section for more details.

Payments

Weekly package payments are made using PaySmart and are deducted on a Monday.  If the debit is unable to be made (insufficient balance etc), a $15 fee is payable upon the following debit.  This is an automated insufficient fund fee and is non-refundable.  Please ensure the bank account you provide has readily available funds to avoid this fee.

Package pricing includes all training sessions, full app access, and integrative health and fitness coaching inclusions. All sessions within a package must be used within the designated package timeframe and may be forfeited if not completed. Extenuating circumstances will be considered.

As training sessions are included within a 12-week package, they are intended to be completed within that period. If a session is missed during the 12-week package, that week will be charged at a reduced rate while maintaining access to your training program and ongoing coaching. The package investment covers the full scope of coaching, programming, and support, rather than being calculated on a per-session basis.

Cash Payments

If you are paying cash for services, please provide payment at the start of the session. Please provide the exact payment as I do not carry cash. Cash payments will be tracked and a reminder will be sent before the next one is due. Cash payments must be made in advance of services provided.

Programming & Train Heroic App

Programming is provided via the Train Heroic app. You are welcome to record yourself training and share the videos for a form check between sessions. Feel free to ask any questions about your program via the app chat.

Clinical Nutrition & Naturopathy

As a registered clinical nutritionist and naturopath, I am qualified to provide prescriptive nutritional, lifestyle and supplemental recommendations based on your presentation and goals. You are not obligated to take on these suggestions. They are for your consideration, and may lead to improved results including but not limited to less pain, niggles and injuries, reduced stress, increased energy levels and digestion, faster muscle growth, improved mobility, flexibility and coordination, fat loss, improved mood, immune health and bone density.

For a specific and in depth plan to manage any condition or improve results, please book in for an online clinical nutrition or naturopathy consultation.

Communication

You will always receive a text message the day before your appointment to confirm your time. Please do your best to RESPOND TO ALL TEXT AND EMAIL communications in a timely manner so I know you have received the messages.

Terminating agreement

If you wish to cease 1-1 training or change your package/services, please advise at least 2 weeks before your intended final session.  If you wish to cease training before the completion of your package, remainder of the agreed package is payable to its completion.  If you wish to renew your package or change services, please notify me to arrange the changes.

Pricing Review

Please note that pricing is subject to review at the end of each financial quarter to reflect rising business costs and the growing value of services offered.

Feedback 

If you wish to provide feedback, please do so via phone (ideally) or email.  I welcome and appreciate all feedback to improve services for clients. 

For queries, please text or call 0432 247 942

I prefer having a phone call because communication is always clearer this way! Let’s have a chat about anything you need!

Email address: hello@katiehenderson.com.au