These Terms and Conditions ("Agreement") govern the coaching services provided by Housed Australia Pty Ltd ("Coach") to the undersigned client ("Client"). By engaging in coaching services, Client agrees to the following terms:
1. Payment Terms
Coaching Fees: Client agrees to pay the agreed-upon weekly coaching fees as outlined in the selected membership.
Fee Changes: Coaching fees may change from time to time. At least 14 days' notice will be provided by email.
Billing Schedule: All coaching fees are billed weekly via direct debit. Direct debit is mandatory. Sessions will not be delivered if your account is overdue.
Failed Payments: If a payment fails, sessions may be suspended until the account is brought up to date. Failed payments incur a $10 fee.
2. Membership Holds
2.1 Can you Hold (pause) your membership?
If you wish to place a temporary Hold on your membership, submit your request via the "Add Hold" function within the Housed App and/or Member Portal.
Each member is entitled to up to 4 complimentary weeks of Hold per membership anniversary year. Any Hold beyond this allowance incurs a fee of $5 per week.
Any approved Hold will pause your membership. Your end date will be extended by the exact number of days your membership is on Hold.
2.2 Cooling-Off Period & Cancellation Process
Personal Training memberships have a 28-day Cooling-Off Period from the date of sign-up. During the Cooling-Off period, you are required to commit only to 1 paid session.
During the first 28 days, you may cancel by providing 72 hours' written notice before your next scheduled debit by calling 1800 771 423 during staffed hours.
After the 28-day Cooling-Off Period, a 28-day notice period is required to cancel. See the Formal Cancellation Process below.
Membership Fees already paid are non-refundable in either case.
Formal Cancellation Process (after Cooling-Off Period):
a) Contact Member Services by phone on 1800 771 423 during staffed hours to request cancellation.
b) Our team will issue a Cancellation Request Form (via email or SMS link) which you must complete and submit to formally lodge your request.
c) Your 28 days' notice will start on the calendar date we receive your correctly completed Cancellation Request Form.
d) We do not accept cancellation requests via social media, SMS to non-Support numbers, or in-person verbal requests at Clubs.
e) If a Hold is applied during the notice period, the notice period will pause for the duration of the Hold and the final cancellation date will be deferred accordingly.
f) If you require an accessibility adjustment, we will provide a reasonable alternative method to receive and submit the form.
3. Cancellation Policy
All cancellation requests require 28 days written notice and this will be applied from your next payment as set out in your direct debit schedule. Final payment by You to Us by sending the request via submission of our Cancellation Request Form. All cancellation requests via fax, SMS, social media or other mediums will not be accepted. The 28-day notice period is exclusive of any Hold periods.
If a Hold is applied during the notice period, the notice period will pause for the duration of the Hold, and the final cancellation date will be deferred by the same number of days.
a) You may request cancellation of your membership at any time by contacting our Support Team by phone during staffed hours on 1800 771 423.
b) Upon speaking with you over the phone, our team will then issue you a Cancellation Request Form (via email or SMS link) which you must complete and submit to formally lodge your request.
c) Your required 28 days' notice will start on the calendar date we receive your correctly completed Cancellation Request Form ("Notice Start Date").
d) We do not accept cancellation requests via social media, SMS to non-Support numbers, or in-person verbal requests at Clubs.
e) If you require an accessibility adjustment, we will provide a reasonable alternative method to receive and submit the form.
f) Your rights to cancel during the statutory Cooling-Off Period remain unchanged.
First 28 Days
Within the first 28 days of sign-up, the Client may cancel by providing 72 hours' written notice before their next scheduled debit.
After 28 Days
After the initial 28-day period, 28 days' written notice is required to cancel Personal Training.
Notice must be submitted in writing. The notice period begins from the date written notice is received.
Sessions must be used within the 28-day billing period. Missed sessions without appropriate notice may be forfeited.
4. Upgrades & Downgrades
Members may adjust their training frequency at any time (e.g. moving from 1 session per week to 2, or vice versa).
A minimum of 72 hours' notice before the next billing cycle is required so the change can be applied in our system.
All upgrade and downgrade requests must be submitted through Member Support, not through the trainer directly.
5. Session Cancellations & Scheduling
Minimum 24 hours' notice is required to cancel or reschedule a booked session.
Failure to provide adequate notice may result in the session being charged or forfeited. You are responsible for ensuring the personal trainer is notified.
All sessions must be booked and checked out in the booking system. If a session is not logged in the system, it cannot be invoiced.
Any sessions must be used within 12 weeks of being credited to the membership. Housed is not obliged to refund or credit personal training sessions.
If the Client is late, the session will be shortened accordingly and charged at the full rate. If more than 20 minutes late, the session may be cancelled and charged in full.
6. Client Responsibilities
The Client is responsible for arriving on time for all scheduled coaching sessions.
The Client agrees to actively engage in the coaching process, complete all assigned exercises, and maintain open communication with the Coach.
The Client bears the ongoing responsibility to inform the Coach of any relevant injury or illness. If medical concerns exist, the Client shall obtain written medical clearance from a specialist prior to beginning the program or at any point during engagement if a new condition arises.
The Coach provides professional coaching services but makes no guarantees regarding specific results. The success of the program is contingent upon the Client's own effort, implementation, and commitment.
The Coach shall not be held liable for any personal, professional, or financial outcomes resulting from the coaching sessions or the Client's application of the coaching provided.
7. Session Packs (where applicable)
Session packs are non-refundable.
All session packs expire 6 months from the date of purchase.
8. Termination
By Client: The Client may terminate this agreement in accordance with the notice periods set out in Section 2. Housed may waive the notice period if the coaching fees are adjusted. Refunds will not be issued for payments already made. Credits may not be transferred to family or friends.
By Coach: The Coach reserves the right to terminate the coaching relationship if, in their professional judgement, the relationship is not productive or if there is a breach of these terms.
Once the membership is terminated, the Client will no longer have access to the training app.
9. Changes to Terms
Housed reserves the right to amend these Terms and Conditions at any time. Changes will be communicated to the Client and apply to all future sessions.