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Refund Policy

Effective Date: 11/03/25
Business Name: Pivotal Personal Training
Contact Email: sean@pivotalpersonaltraining.ca

Overview

At Pivotal Personal Training, we are committed to providing high-quality coaching and training services, both online and in-person. This Refund Policy outlines the conditions under which refunds or credits may be issued.
By purchasing or engaging in our services, you agree to the terms described below.

General Policy

All payments made to Pivotal Personal Training are non-refundable, except in cases explicitly stated in this policy or required by applicable law.
Refunds, partial credits, or rescheduling options may be considered in limited circumstances as described below.

Cancellations and Missed Sessions

A. Individual Sessions

  • Clients must provide at least 24 hours’ notice to cancel or reschedule a booked session.
     

  • Sessions cancelled with less than 24 hours’ notice will be charged in full and are not eligible for a refund or credit.
     

B. Business-Initiated Cancellations

If a session must be cancelled by Pivotal Personal Training (e.g., due to illness, emergency, or scheduling conflict), clients will be promptly notified and offered a rescheduled session or a full refund for that session.

Programs and Packages

A. Multi-Session Packages and Online Programs

  • Once a program or package has begun, no refunds will be issued for unused or partially completed sessions.
     

  • In cases where a client must withdraw for medical reasons (verified by a healthcare provider), a partial refund or service credit may be offered at the discretion of Pivotal Personal Training.
     

B. Digital and Online Services

  • Online coaching, training plans, and downloadable materials are non-refundable once access has been granted or materials have been delivered.
     

Exceptions may apply if a service was not delivered as described or if a technical error prevented access to purchased content.

Termination of Services

Pivotal Personal Training reserves the right to terminate a client’s program at any time due to:

  • Repeated violation of policies or agreements;
     

  • Non-payment or late payments;
     

  • Unsafe, abusive, or unethical behavior.
     

If services are terminated due to client misconduct or breach of agreement, no refund will be issued.
If services are terminated by the business for other reasons, a pro-rated refund may be provided for unused sessions.

Refund Requests

To request a refund or credit, clients must:

  • Submit a written request by email to sean@pivotalpersonaltraining.ca;
     

  • Include their name, contact information, and reason for the request;
     

  • Attach supporting documentation (e.g., medical note) if applicable.
     

Refunds, if approved, will be processed using the original payment method within 10–14 business days.

No-Show Policy

Failure to attend a scheduled session without prior notice will result in the session being forfeited in full. No refunds or credits will be provided for missed appointments.

Gift Certificates and Promotions

  • Gift certificates and promotional credits are non-refundable and have no cash value.
     

  • Expired offers or discounts cannot be reactivated or extended unless required by law.

Policy Changes

Pivotal Personal Training reserves the right to update or modify this Refund Policy at any time to reflect business changes or comply with new legal requirements.
The most current version will always be available on our website.

Contact Information

If you have any questions or concerns about this Refund Policy, please contact:

 

Pivotal Personal Training
Email: sean@pivotalpersonaltraining.ca
Mailing Address: 587 Curtis Rd, Kelowna, BC, Canada, V1V 2G6

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