PERSONAL TRAINING & COACHING POLICY

This policy outlines the terms and expectations associated with Personal Training, Personal Training + Programming Packages, Online Programming Packages and PAYG Personal Training services.

Please read this policy carefully and get in touch if you have any questions regarding your services or package.

GENERAL HOUSEKEEPING FOR PERSONAL TRAINING SESSIONS

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

Please ensure you are appropriately nourished and hydrated prior to training and bring a towel and water bottle to every session.

Bags and personal belongings should be stored in the lockers provided in the bathrooms.

Please bring your own padlock if you wish to secure your belongings.

If you are injured, unwell, experiencing new pain or have had any change in your health that may affect your ability to exercise safely, please let me know before commencing your session so that your training can be modified where appropriate.

When you arrive, please remain within sight on the gym floor so I know you are ready for your session. This also allows me to finish with my previous client before coming to meet you.

CLIENT HEALTH & WELLNESS

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

While every effort is made to provide appropriate exercise selection and modification, you are responsible for communicating any pain, discomfort, unusual symptoms or concerns experienced before, during or following exercise.

You should not continue an exercise that causes unexpected or concerning pain or symptoms. Where appropriate, you may be advised to seek medical clearance or assessment from your GP, physiotherapist or another suitably qualified healthcare professional before commencing or continuing particular forms of exercise.

RESCHEDULING PERSONAL TRAINING SESSIONS

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 availability. Rescheduled sessions are subject to both client and trainer availability and cannot be guaranteed at a particular day or time.

For clients on recurring personal training sessions, any changes to regular session times with at least 12 hours' notice will generally be rescheduled rather than cancelled, provided they can be accommodated within the applicable timeframe and scheduling availability.

LATE CANCELLATIONS & MISSED SESSIONS

If you do not attend a scheduled personal training session, or provide less than 12 hours' notice of your need to reschedule, the session will be forfeited.

Where a session is missed due to genuine extenuating circumstances, alternative arrangements may be considered at my discretion.

Generally, I am flexible with this policy, especially around genuine illness/parental responsibilities.

HOLIDAYS & PLANNED ABSENCES

If you know you will be unable to attend your regular personal training sessions due to holidays, work commitments or another planned absence, please provide at least two weeks' notice via text or email.

Where appropriate, sessions may be rescheduled to the weeks before or after your absence, subject to availability. In circumstances where suitable alternative times cannot be arranged, sessions may be cancelled in accordance with the conditions of your package.

Please note that any associated Program Package continues independently in accordance with the Program Package terms below.

PERSONAL TRAINING + PERSONALISED COACHING PACKAGE OVERVIEW

Personal Training + Personalised Coaching Packages include your scheduled personal training session(s) as well as a personalised coaching package.

The Personalised Coaching Package includes:

A personalised training program developed according to my goals, training history, movement assessment, capacity and lifestyle
Asynchronous online coaching including video technique reviews, ongoing program adjustments and progression guidance
Access to the TrainHeroic coaching app
Access to the specialised exercise library for the duration of my active service
Communication with my coach through the TrainHeroic app
Adaptation of the program where appropriate for travel, equipment availability or changes in training circumstances
An optional 30 minute online progress review at the end of each month to review progress, discuss goals and plan the next month ahead.
Optional clinical nutrition & naturopathy support

The Personalised Coaching Package component is billed weekly, regardless of whether a personal training session is scheduled that week, and carries a minimum 12-week commitment.

Your program is reviewed regularly, with exercises and programming adjusted based on your progress, goals and observations made during personal training sessions/asynchronous video review.

If you are travelling or taking a break from your usual training environment, your program can be adapted to suit your available time, location and equipment while you are away.

The Personalised Coaching Package carries a minimum 12-week commitment. A significant component of the service, including assessment, planning and development of your personalised training program, is undertaken at the commencement of your package, with ongoing review, coaching and adjustments provided throughout the 12-week period.

For this reason, if the Personalised Coaching Package is terminated prior to completion of the initial 12-week commitment, the remaining balance of the 12-week Program Package becomes payable in full.

The price quoted and agreed upon at the commencement of your initial 12-week Program Package will remain fixed for the duration of that 12-week commitment.

Following the initial 12-week commitment, the Personalised Coaching Package pricing may be reviewed and adjusted on a quarterly basis to reflect ongoing improvements to services, changes in operating costs and the cost of providing the service. Clients will be notified in advance of any pricing changes. Any revised pricing will apply prospectively and will not alter the price of an existing 12-week commitment.

Payments are processed weekly on Mondays via PaySmart. If a scheduled debit is unsuccessful, including due to insufficient funds, a $15 failed-payment fee is automatically charged by the payment provider. This fee is not charged at my discretion and is non-refundable.

Clients are responsible for ensuring sufficient funds are available in their nominated account prior to each scheduled debit.

Following completion of the initial 12-week Personalised Coaching Package commitment, services continue on an ongoing basis until a minimum of two weeks' notice is provided to terminate. Upon termination, access to programs, exercises and coaching services provided through the TrainHeroic app will cease.

ONLINE COACHING PACKAGE OVERVIEW

The Online Coaching Package is a personalised coaching and programming service provided over a minimum 12-week period.

The Online Coaching Package includes:

A personalised training program developed according to my goals, training history, movement assessment, capacity and lifestyle
Asynchronous online coaching including video technique reviews, ongoing program adjustments and progression guidance
Access to the TrainHeroic coaching app
Access to the specialised exercise library for the duration of my active service
Communication with my coach through the TrainHeroic app
Adaptation of the program where appropriate for travel, equipment availability or changes in training circumstances
An optional 30 minute online progress review at the end of each month to review progress, discuss goals and plan the next month ahead.
Optional clinical nutrition & naturopathy supportYour package includes a personalised training program, ongoing program reviews and adjustments, access to a specialised exercise library, online coaching feedback, communication via the coaching app, and video technique reviews where required.

If you are travelling or taking a break from your usual training environment, your program can be adapted to suit your available time, location and equipment while you are away.

The Online Coaching Package carries a minimum 12-week commitment. A significant component of the service, including assessment, planning and development of your personalised training program, is undertaken at the commencement of your package, with ongoing review, coaching and adjustments provided throughout the 12-week period.

For this reason, if the Online Coaching Package is terminated prior to completion of the initial 12-week commitment, the remaining balance of the 12-week package becomes payable in full.

The price quoted and agreed upon at the commencement of your initial 12-week Online Coaching Package will remain fixed for the duration of that 12-week commitment.

Following the initial 12-week commitment, Online Coaching Package pricing may be reviewed and adjusted on a quarterly basis to reflect ongoing improvements to services, changes in operating costs and the cost of providing the service. Clients will be notified in advance of any pricing changes. Any revised pricing will apply prospectively and will not alter the price of an existing 12-week commitment.

Clients are responsible for ensuring sufficient funds are available in their nominated account prior to each scheduled debit.

Following completion of the initial 12-week commitment, services will automatically continue on a month-to-month basis. At the commencement of each monthly period, you are committing to the Online Coaching Package for the remainder of that month. If you wish to terminate your services, a minimum of two weeks’ notice must be provided prior to the commencement of your next monthly period; otherwise, your package will renew for the following month. Upon termination, access to programs, exercises and coaching services provided through the TrainHeroic app will cease at the end of your final paid service period.

PAYG PERSONAL TRAINING

PAYG Personal Training applies to standalone personal training sessions or clients training less frequently than fortnightly. Payment is required via the provided Square payment link at the time of booking to confirm your spot.

If you are unable to attend your session, a minimum of 12 hours' notice is required to reschedule. Where less than 12 hours' notice is provided, or you do not attend your scheduled session, the session will be forfeited. Genuine extenuating circumstances may be considered at my discretion.

CASH PAYMENTS

Where payment for services has been arranged in cash, payment must be made in advance of the service being provided. Please provide the exact amount, as cash/change is not carried. Cash payments will be recorded and a reminder may be provided prior to the next payment becoming due.

CLIENT RESPONSIBILITY & RESULTS

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.

TRAINING SAFETY & RESPONSIBILITY

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.

PROGRAMMING & THE TRAIN HEROIC APP

Training programs are delivered through the TrainHeroic app. Please follow the onboarding instructions provided to set up your account and familiarise yourself with the platform.

Clients are encouraged to record and upload videos of themselves performing programmed exercises. This allows form and technique to be reviewed between personal training sessions/throughout your coaching package to keep progress flowing and maximise results.

Questions relating to your training program should generally be submitted through the app chat so that they can be reviewed alongside your program and training information.

Access to TrainHeroic, your current training program, the exercise library and associated coaching services is provided for the duration of your active personal training or online programming package. Access will cease when coaching services end.

INTELLECTUAL PROPERTY & USE OF TRAINING MATERIALS

All training programs, exercise descriptions, instructional materials, exercise videos, coaching resources, written content, educational materials and other resources provided as part of Personal Training, Online Coaching or other coaching services are provided for your personal use only.

Unless otherwise stated, original materials created and supplied by the business remain the intellectual property of the business. Your access to the exercise library, training programs and associated coaching resources does not transfer ownership of those materials to you.

Programs and resources must not be copied, reproduced, recorded, downloaded for redistribution, published, sold, shared with other individuals, uploaded to another platform, distributed to third parties or used for commercial purposes without prior written permission.

Your personalised training program is developed specifically for you based on the information available about your goals, training history, capabilities and circumstances. It should not be provided to or used by another person as a training program for their own purposes.

Login details or access to TrainHeroic and other coaching platforms must not be shared with another person. You are welcome to retain personal records of your own training history and progress. However, access to proprietary exercise libraries, coaching resources, videos and other platform-based materials is limited to the period during which you are an active client.

Nothing in this section is intended to restrict any rights you may have under applicable Australian consumer or intellectual property law.

NUTRITION, NATUROPATHY & GENERAL HEALTH ADVICE

From time to time, general nutrition, lifestyle, recovery or wellbeing suggestions may be discussed during personal training sessions/online coaching services. Any such suggestions are general in nature and are provided for educational purposes only. They are not intended to constitute individualised clinical nutrition or naturopathic treatment, diagnose or treat a medical condition, or replace advice provided by your doctor or another appropriately qualified healthcare professional.

Katie Henderson (BHsc Naturopathy, BHSc Nut & Dietetic Medicine) is a qualified clinical nutritionist and naturopath and offers individualised clinical nutrition and naturopathy as a separate professional service. Where you would like a specialised assessment, recommendations or a treatment plan relating to your health, nutrition, supplementation, symptoms or individual goals, a dedicated clinical nutrition/naturopathy consultation should be booked. This allows sufficient time for an appropriate assessment of your health history, current presentation, medications and supplements, dietary and lifestyle factors, goals and any other relevant information before individualised clinical recommendations are provided.

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

COMMUNICATIONS

Appointment reminders and other important information relating to your training or services may be sent via text message, email or the coaching app.

Please respond to communications requiring confirmation or action within a reasonable timeframe so that appointments, programming changes and other arrangements can be managed effectively.

For questions specifically relating to your training program, please use the TrainHeroic app chat.

USE OF TRAINER’S EQUIPMENT

Equipment has been provided in a locker with a code for your convenience. If you wish to purchase your own equipment, I can make a recommendation as to which equipment would suit best for your current and future programs.

Please ensure you return equipment to the locker at the end of your session for other clients to use. If you accidentally take equipment home, please advise and return at your earliest convenience.

CHANGES TO OR CANCELLATION OF SERVICES

If you wish to cease 1:1 Personal Training or make changes to your current package or services, a minimum of two weeks' notice is required prior to your intended final session or change date.

Where your services include a Coaching Package with a minimum 12-week commitment, cancellation of Personal Training does not remove any outstanding commitment associated with the package.

If the Coaching Package is terminated prior to completion of the initial 12-week period, the remaining balance of the 12-week Coaching Package will become payable in full.

If you would like to renew, upgrade, downgrade or otherwise change your services, please get in touch so that your package and future payments can be adjusted accordingly.

CHANGES TO THIS POLICY

This Training Policy may be reviewed and updated from time to time to reflect changes to services, business practices, applicable requirements and client needs. Where changes are made that are relevant to your services, you will be notified via email.

FEEDBACK

Feedback is always welcome and plays an important role in the ongoing development and improvement of my services. If you would like to provide feedback about your experience, services or any aspect of your training, please feel free to get in touch via phone or email.

CONTACT

For general queries, please feel free to get in touch via phone, text or email.

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

Where a query involves changes to your training, appointments, package or anything that may require clarification, a phone call is preferred wherever possible. Speaking directly helps ensure that information is communicated clearly, questions can be answered immediately, and there is less opportunity for misunderstandings that can sometimes occur via text or email.

Please feel free to call, or send me a message to arrange a suitable time for us to have a quick chat.