Small Group Coaching Cancellation, Reschedule and Refund Policy

Cancellation Policy

At Brawn, we provide excellent services while respecting the time of both our clients and our service providers. To ensure the smooth operation of our appointments, we operate the following 24-hour cancellation policy.

Cancellation Window:

• We kindly request that you notify us of any cancellations or rescheduling at least 24 hours before their scheduled appointment.

Late Cancellation Policy:

• To ensure fairness to both our clients and practitioners, cancellations made within 24 hours of your scheduled appointment will result in being charged the full session fee. This fee accounts for administrative, scheduling, and reserved time costs.

• We understand that plans can change. If you wish to reschedule your appointment within the 24-hour window, we will do our best to accommodate your request without any additional charge. You will not incur a cancelation fee as long as your rescheduled session:
• • Is within 7 days of your original session
  • Is run by the same PT as your original session
• If your rescheduled appointment does not meet all the criteria above, you will incur the full session fee.

• Brawn defines a “No-show” as a PT running a session that you bought and booked onto and did not attend without any cancellation
• Failure to attend a scheduled appointment without cancellation (no-show) will also incur a full session fee.

• We recognise that emergencies and unforeseen circumstances can occur. If you believe you have a valid reason for a late cancellation or no-show, please contact our customer support team. We will consider exemptions or exceptions on a case-by-case basis.

• By booking a small group personal training session through our app, you agree to the terms of this cancellation policy. If you incur a cancellation fee, your payment method on file will be charged, and you will receive a notification and receipt of the transaction.

• At Brawn, we strive to provide a positive and effective training experience. However, we understand that circumstances can change. This policy outlines our refund procedures.

Eligible Refunds:

• Cancellation within 24 Hours: If you are charged for a session and have cancelled with more than 24 hours' notice, you will receive a full refund.
• Emergency Situations: Credits will be granted in cases of genuine emergencies, including but not limited to:
  • Serious illness or injury requiring medical attention (hospitalisation, doctor's note required).
  • Sudden and unforeseen family emergencies.
• Charging Errors: If you have been incorrectly charged due to a technical error or administrative mistake, you will receive a full refund.

Case-by-Case Refunds:

• Any refund requests that do not fall within the eligible categories listed above will be reviewed on a case-by-case basis. We will consider the specific circumstances and make a fair decision.

Refund Process:

• To request a refund or credit, please contact us at support@brawn.co.uk with the following information:
  • Your full name.
  • The date and time of the session you are requesting a refund/credit for.
  • The reason for your refund request/credit.
  • Supporting documentation (e.g., doctor's note, hospital documentation) if applicable.
• We will review your request and respond within 2 business days.
• If your refund is approved, it will be processed to the original method of payment within 5-7 business days.

Important Notes:

• Refunds will not be granted for missed sessions without prior cancellation, except in documented emergency situations.
• We reserve the right to request supporting documentation to verify the validity of a refund request.
• We reserve the right to change this refund policy at any time. Any changes will be posted on our website or otherwise communicated to our clients.

• If you have any questions or concerns about our cancellation policy, or if you need assistance with a cancellation or rescheduling, please contact our customer support team. We are here to help.

• We periodically review the effectiveness of our cancellation policy and welcome your feedback. Your input helps us continuously improve our services.

Please note that this policy helps us ensure that appointment slots are efficiently managed and can be made available to other clients when cancellations occur. We appreciate your understanding and cooperation in adhering to this policy.

PT-Initiated Cancellations

At Brawn, we understand that unexpected circumstances may arise that necessitate the cancellation of a scheduled session. We are committed to providing transparency and fairness in handling such situations. Here is our policy for PT-initiated cancellations:

• In the event that Brawn needs to cancel a scheduled session, we will make every effort to notify clients as soon as the decision is made. We will use the contact information provided during booking to reach out to clients promptly.

• We will work closely with clients to reschedule the cancelled session at a mutually convenient time and, whenever possible, at no additional cost. We prioritise accommodating our clients' needs and preferences.

• If rescheduling is not feasible or acceptable to the client, we will issue a full refund for the cancelled session. Refunds will be processed within 5 working days, and clients will receive a notification of the refund transaction.

• As a gesture of goodwill, we may offer compensation, such as a discount or a complimentary session, to affected clients to express our commitment to providing excellent service.

• We will make every effort to minimise business-initiated cancellations. However, in exceptional circumstances beyond our control, such as inclement weather or unforeseen emergencies, we reserve the right to cancel a session. We will communicate openly and honestly with our clients in such cases.

• We encourage clients to reach out to our customer support team if they have any questions or concerns related to business-initiated cancellations. We are committed to addressing such situations with transparency and professionalism.

Please rest assured that PT-initiated cancellations are rare and are made only when circumstances necessitate it. We value our clients' time and are dedicated to providing excellent service while maintaining transparency in all our interactions.