Cancellations, Missed Sessions and Membership Pauses POLICY
Version Number - V1
Date This Version Written - 26 July 2022
Date This Version in Effect - 01 September 2022
At Ideanthro Movement we strive to take a very flexible and member friendly approach to billing and what happens if you miss sessions or need to pause or cancel your membership. With this document we hope to provide an easy resource for you to refer to.
This document is divided in separate sections depending on your membership type with us. Each section contains information with respect to our policy on cancelled/ missed sessions. The Adult group Class and Youth Program Group Class sections provide additional information pertaining to membership pauses (i.e. if you wish to go away for an extended period of time).
Following an initial section defining some important terms, the key sections of this document are:
Adult Group Classes
Youth Program Group Classes
Personal Training (i.e. all one-on-one sessions except for the autism program)
Autism Program
Miscellaneous 8 or 10 Sessions Passes
DEFINITIONS
For the purpose of clarity, here are some terms that we use commonly in this document alongside an explanation of their meaning.
Missed session. Applies to:
any session booked privately, typically as a part of our autism program or as personal training
A missed session occurs where the client does not attend a privately booked session and has not given prior notice.
Cancelled session. Applies to:
any session booked privately, typically as a part of our autism program or as personal training
A cancelled session occurs where the client does not attend a privately booked session, but has given prior notice.
Unused session. Applies to:
fortnightly memberships (typically adult group classes, youth program group classes and a small number of personal training memberships)
An unused session occurs where a membership entitles a member to a given number of sessions per fortnight and in a given fortnight less than the maximum number of sessions are used. For example, the membership entitles you to four sessions per fortnight and you attend only three. The remaining session is defined as an unused session.
Membership pause. Applies to:
fortnightly memberships (typically adult group classes, youth program group classes and a small number of personal training sessions)
A membership pause occurs where a fortnightly membership is paused for a discrete period of time to account for a temporary absence.
Membership cancellation. Applies to:
all membership types
A membership cancellation occurs where a member wishes to stop attending the gym and billing is ceased.
ADULT GROUP CLASSES
Adult Group Classes are billed fortnightly. Several tiers of membership exist depending on the number of classes per fortnight that you wish to attend.
UNUSED SESSIONS
Adult Group Class memberships are billed fortnightly. You may come to any classes within the fortnight that you wish to, up to the maximum number of classes that your membership level entitles you to.
If, from time to time, you are unable to attend your maximum sessions in a given fortnight and wish to make up for those missed sessions in the following fortnight, then we are happy for you to do so, as long as it is not an excessively regular occurrence.
MEMBERSHIP PAUSES
We offer pauses to anyone going away for two or more consecutive weeks, so long as the pause is requested in advance. At our discretion we may pause for situations where advance notice is not given, where extenuating circumstances prevented such notice being given.
MEMBERSHIP CANCELLATIONS
You may cancel your membership at any time. If more than 24 hours notice is given before your next billing date, the cancellation will come into effect for that next billing date. If less than 24 hours notice is given, it will come into effect the following fortnight.
SESSIONS CANCELLED BY THE GYM
We endeavour to never cancel adult group sessions, however we note that in very rare instances we may need to do so (e.g. illness). When this occurs, we try and limit the number of sessions that are cancelled. In the first instance we ask that you attend an alternate session to make up for the cancelled session that you missed. If this is not convenient for you, and you cannot make up the missed session then we ask that you let us know and we will credit your account the amount equivalent to the value of the cancelled session.
YOUTH PROGRAM GROUP CLASSES
Youth Program Group Classes are billed fortnightly. One session is offered per week and hence only a single tier of membership is available.
UNUSED SESSIONS
At present our Youth Program Group Classes run once per week. Thus in the event that a session is missed, it is forfeit, unless it is subject to the 'membership pauses' provisions below. In the future, if we are able to offer additional sessions per week, this missed session policy will be amended to provide greater flexibility.
MEMBERSHIP PAUSES
We offer pauses to anyone going away for two or more consecutive weeks, so long as the pause is requested in advance. At our discretion we may pause for situations where advance notice is not given, where extenuating circumstances prevented such notice being given.
MEMBERSHIP CANCELLATIONS
You may cancel your membership at any time. If more than 24 hours notice is given before your next billing date, the cancellation will come into effect for that next billing date. If less than 24 hours notice is given, it will come into effect the following fortnight.
SESSIONS CANCELLED BY THE GYM
We endeavour not to cancel youth program group sessions, however on occasion we are forced to do so. This is typically due to weather, and occasionally illness. When this occurs we credit your account equivalent to the value of the cancelled session.
PERSONAL TRAINING (i.e. all one-on-one sessions except for the autism program)
Personal Training sessions are billed either (A) after each session; or (B) automatically each fortnight. Attendance is at regular times weekly (or multiple times per week).
MISSED OR CANCELLED SESSIONS
Depending on the reason for the cancelled/ missed session and the timing by which we are notified, we may charge for missed/ cancelled sessions.
We do not charge when any of the following occur:
more than 24 hours notice is given (note, if regular cancellations are occurring we may initiate a discussion about whether a different time slot etc may help alleviate cancellations)
if less than 24 hours notice is given and the cancellation is due to sickness/ injury
if less than 24 hours notice is given we may also choose not to charge at our discretion, particularly when other extenuating circumstances apply.
We do charge when any of the following occur:
less than 24 hours notice is given and none of the above exceptions apply (i.e. the cancellation is either for a reason that should have allowed more than 24 hours notice; or is for a reason not listed above
the session is missed with no explanation.
MEMBERSHIP CANCELLATIONS
If you are billed after each session, you may cancel your membership at any time. Note that if less than 24 hours notice is given prior to a session then charges may apply for that session. Refer to the above.
If you are billed fortnightly you may cancel your membership at any time. If more than 24 hours notice is given before your next billing date, the cancellation will come into effect for that next billing date. If less than 24 hours notice is given, it will come into effect the following fortnight.
SESSIONS CANCELLED BY THE GYM
We endeavour to avoid cancelling sessions from our end, however we recognise that from time to time we may need to cancel sessions (e.g. due to illness). When this occurs, naturally, we do not charge for the cancelled sessions.
AUTISM PROGRAM
Autism Program sessions are billed either (A) after each session; or (B) in the form of 8-session passes paid in advance. Attendees typically come weekly, although some members attend more often, while a small number attend fortnightly.
MISSED OR CANCELLED SESSIONS
Depending on the reason for the cancelled/ missed session and the timing by which we are notified, we may charge for missed/ cancelled sessions.
We do not charge when any of the following occur:
more than 24 hours notice is given (note, if regular cancellations are occurring we may initiate a discussion about whether a different time slot etc may help alleviate cancellations)
if less than 24 hours notice is given and the cancellation is due to sickness/ injury
if less than 24 hours notice is given and the cancellation is due to mindset and/ or physical health reasons that could not have been predicted in advance (e.g. you picked your child up from school just before their session only to find out that they have had a terrible day and aren't in a fit state to come)
if less than 24 hours notice is given we may also choose not to charge at our discretion, particularly when other extenuating circumstances apply.
We do charge when any of the following occur:
less than 24 hours notice is given and none of the above exceptions apply (i.e. the cancellation is either for a reason that should have allowed more than 24 hours notice; or is for a reason not listed above
the session is missed with no explanation.
MEMBERSHIP CANCELLATIONS
If you are billed after each session, you may cancel your membership at any time. Note that if less than 24 hours notice is given prior to a session then charges may apply for that session. Refer to the above.
If you are billed via 8-session pass or similar, you may cancel your membership at the end of the 8-session pass. Note that if less than 24 hours notice is given prior to a session then charges may apply. Refer to the above.
SESSIONS CANCELLED BY THE GYM
We endeavour to avoid cancelling sessions from our end, however we recognise that from time to time we may need to cancel sessions (e.g. due to illness). When this occurs, naturally, we do not charge for the cancelled sessions.
MISCELLANEOUS 8 or 10 SESSION PASSES
In the past we offered a small number of 8 or 10 session passes not described in the above membership options. These are generally no longer available. The following provisions apply to those that remain.
EXPIRY DATE
6 months from the date of purchase.