Policies
The rules, in plain English.
Cancellations, late arrivals, expiry, refunds, and how it works for clients under 18. Worth two minutes before you book, so nothing here is a surprise later.
On this page
Cancellation and rescheduling
Your session time is held for you and nobody else, so late changes cost a slot that could have gone to another client. Please give at least 24 hours notice to cancel or reschedule.
More than 24 hours notice
Reschedule or cancel at no cost.
Less than 24 hours notice
The session may be charged, unless one of the circumstances below applies.
When life happens
No fee is charged and the session is rescheduled at no cost if you need to cancel because of:
- Illness — yours, or a child or dependent in your care
- Injury, or any sudden physical limitation that makes training unsafe
- Transport — vehicle trouble or a major transit delay
- A critical family or personal emergency
How to cancel
Email jack@modelab.com.au as soon as you know. The earlier the message lands, the easier it is to move things around.
Late arrival
So that every client gets their full session and the day stays on schedule, the following applies when a session starts late.
The session still ends on time
A session that was booked for 10:00 still finishes at its scheduled end time, whatever time you arrive. The client after you booked their slot too.
More than 15 minutes late
The session may be shortened or modified so there is still time for a proper warm-up. Skipping the warm-up raises the risk of injury, so safety comes ahead of intensity for the time that is left.
More than 20 minutes late without notice
This is treated as a no-show. The session is cancelled and the full fee is forfeited or charged.
The fee does not change
The full cost of the scheduled session remains payable regardless of arrival time.
No-shows
A no-show is failing to arrive for a scheduled session without any prior contact.
What happens
A pre-paid session is forfeited. An unpaid session is charged in full.
How to avoid it
A message beforehand, however late, means it is a late cancellation rather than a no-show. Email jack@modelab.com.au.
Session expiry
Sessions have an expiry date, so that a package stays something you work through rather than something that sits unused.
Single sessions
Must be used within 30 days of purchase.
Session packs
Must be used within 2 months (60 days) of purchase.
After the expiry date
Unused sessions are not forfeited when the expiry date passes. What changes is that you need to ask before you book them. Ask me and we will put them back on the calendar; I will not unreasonably refuse.
Your rights under Australian Consumer Law
These expiry terms do not exclude, restrict or modify the consumer guarantees that apply under the Australian Consumer Law. Those rights apply regardless of anything stated above.
Refunds
Time is set aside in advance for your program and your schedule, so the following terms apply to payments.
Your rights under Australian Consumer Law come first
Nothing in this policy excludes, restricts or modifies the consumer guarantees that apply under the Australian Consumer Law. If a service is not delivered with due care and skill, or not as described, you have rights that apply regardless of anything stated below.
General position
Subject to those rights, payments for single sessions, session packages and digital programs are non-refundable, including for change of mind or for sessions you did not use.
Non-transferable
Sessions and packages cannot be gifted, sold or transferred to another person without prior written consent.
Exceptions
A partial refund or a credit toward future sessions may be considered at my discretion where:
- A doctor documents a permanent condition that means you can no longer take part in physical activity
- You move more than 15km from the training location, with proof of the address change
- I am unable to deliver the remainder of your package, in which case unused sessions are refunded pro rata
Expired sessions
Refunds are not granted for sessions that have already expired.
Clients under 18
Anyone under 18 trains with a parent or guardian involved from the start. Three things apply.
A parent or guardian books
They arrange the sessions, and they come to the first one.
A parent or guardian signs
They sign the consent form and complete the pre-screening questionnaire. Pre-screening asks about health, injuries and medical history, so it needs the adult who can answer it in full.
The parent or guardian is the client
The agreement for the sessions is with them, not with the young person, and everything else on this page applies to them.
These policies form part of the agreement between you and MODE Lab for training services. They do not limit any rights you have under the Australian Consumer Law. If anything here is unclear, ask before you book.