Booking and Cancellation Policy

1. Requesting a session

• Request a session from a coach's, trainer's or other provider's profile page.
• Your booking is confirmed only when the provider approves it. You'll get an email or text when it's approved or declined.
• If a provider doesn't respond within 48 hours, the request lapses and any session credit is returned to your account.
• Sessions may be in person or online, as shown on the provider's profile. Times are shown in your local time zone.

2. The 24-hour rule

• Cancel or reschedule at least 24 hours before your session at no charge: your session credit is returned, or a paid session is refunded.
• Less than 24 hours' notice, or a no-show: the session counts as used. A program session credit is used up, and a separately paid session is not refunded.
• Late arrivals: if you're more than 15 minutes late, the provider may treat it as a no-show. Sessions end at the scheduled time.
• Emergencies: we may waive the 24-hour rule for a documented medical or family emergency. Contact [email protected].

3. If a provider cancels

If a provider cancels or doesn't show up, your session credit is returned (or your payment refunded), and we'll help you rebook first, with the same provider or another one.

4. Session credits from programs

Session credits from a weight loss program follow the Weight Loss Program Terms. Attending your scheduled sessions is a condition of the Results Guarantee; rescheduling with 24 hours' notice doesn't count as a missed session.

5. Conduct

Treat providers with respect, and they'll do the same for you. Providers may end a session, or we may restrict bookings, for abusive or unsafe behavior. See our Community and Messaging Guidelines.

6. Contact

[email protected] · (407) 798-8798