Gokay Fitness Personal Training Terms and Conditions
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We are absolutely thrilled to welcome you to Gokay Fitness and support you on your fitness journey.
To begin your training, we kindly request your careful consideration and acceptance of this Agreement. If you have any questions or concerns, please do not hesitate to reach out.
1. Waiver
Acknowledgement of Risk:
By signing this Agreement, you acknowledge that participation in fitness activities, including aerobic exercise, resistance training, and stretching, involves a risk of injury or, in rare cases, the possibility of serious harm. You confirm that you are voluntarily engaging in an acceptable level of exercise as recommended to you.
If you are completing this form on behalf of a minor (under 18), you confirm that you understand and agree to all terms stated herein.
Prior to increasing physical activity, we advise consulting with your doctor to confirm your suitability for exercise. If required, obtain medical clearance before beginning any new fitness programme.
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2. Guidelines for Training Sessions
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To ensure the best experience and maintain safety standards, please adhere to the following:
Pre-Session Preparation:
- Wear comfortable sportswear suitable for exercise.
- Choose appropriate trainers or sensible footwear to support optimal performance.
- Stay hydrated—bring a water bottle.
- Inform the team about any aches, pains, or illnesses since your last session.
In-Session Activities:
- Engage fully in stretching, warm-ups, and cool-downs as they contribute to a well-rounded workout.
- Feel free to request a water break when needed.
- Training sessions only take place at Gokay Fitness Hub—we do not offer sessions at alternative locations, including homes.
Feedback and Communication:
- Your input is invaluable. Share your feedback with Gok or the team to enhance your training experience.
- Questions and insights are encouraged to keep you motivated and on track.
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3. Cancellation & Rescheduling Policy
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We understand that plans change, and you may need to cancel or reschedule your sessions.
Please note, we have a 24-hour notice period to allow someone else to take your slot, as otherwise both Gokay Fitness and our PTs do not get paid for that unused hour.
- We kindly ask for at least 24 hours’ notice if you need to cancel or reschedule a session to avoid losing your credit.
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- Cancellations made within 24 hours of the session are non-refundable and can’t be transferred, as we’re unable to offer the spot to someone else at short notice.
- Bookings are non-transferable, even to other clients — thank you for understanding.
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- You can manage all your bookings quickly and easily through the Gokay Fitness App. It’s the best way to cancel, reschedule, or check your sessions without needing to message us.
- If something urgent or unexpected comes up, you’re welcome to contact our admin team on 07927 186558. Please note, responses may be delayed outside of working hours, so we recommend using the Gokay Fitness App for anything time-sensitive like cancellations or rescheduling.
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4. AutoPay Agreement
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In response to clients’ requests for a more automated payment process, and to move away from a manual payments process, we have now introduced this new payment feature.
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AutoPay is not a monthly direct debit. Instead, it activates automatically once you’ve used all your current session credits, ensuring you can continue training without any booking interruptions.
To help secure your preferred weekly slot, we’ll reserve your sessions as a recurring booking for up to one year in advance. AutoPay simply ensures you stay topped up with credits, so those sessions remain in place.
There’s no long-term commitment — just flexibility and ease. You can cancel AutoPay at any time by emailing us at least 48 hours before your final session credit is used.
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Please note:
-Clients not on AutoPay will only be able to book sessions up to the number of sessions they’ve purchased.
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-Clients on AutoPay can book sessions up to one year in advance, giving you maximum flexibility for your training schedule.
-For group classes, there is no AutoPay option. Purchasing and booking group classes must be handled individually by you via the Gokay Fitness App.
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5. Managing Your PT Sessions and Group Classes
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-Bookings and cancellations must be managed via the Gokay Fitness App.
-We kindly ask that you manage your own bookings, cancellations, and session changes through the Gokay Fitness App. While our PT team is always happy to help where possible, they often have packed schedules — so verbal requests may occasionally be missed. Using the app ensures everything is updated accurately and promptly.
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- If you're unable to use the app for any reason, to avoid misunderstandings or errors, please liaise directly with your PT on schedule changes other than the admin team. This ensures smoother communication and helps prevent delays or miscommunications. The admin team is also happy to help where needed, however, due to the volume of administrative tasks, direct communication with your assigned Personal Trainer is considered the most efficient and reliable method for managing session-related matters.
- If you have difficulty cancelling a session, please contact us promptly.
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6. Trainer Availability and Continuity of Service
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At Gokay Fitness, we understand the importance of building rapport with your trainer, and we do our best to ensure consistency wherever possible.
However, in the rare event that a trainer becomes unavailable—whether due to illness, schedule changes, or leaving the team—we’ll always provide the best possible alternative from our team of qualified professionals to ensure you continue receiving high-quality service.
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Sadly, refunds can’t be issued due to changes in trainer availability, as all sessions are purchased directly from Gokay Fitness and not with any individual trainer.
Rest assured, any transition will be handled with care, and your progress will remain our top priority.
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7. Group Class Attendance Guidelines
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To help us deliver safe, structured, and enjoyable sessions for everyone, we kindly ask that you follow the guidelines below:
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-Please aim to arrive at least 2 minutes before the class starts.
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-While waiting, you’re welcome to use the client waiting area just outside the hub until your coach welcomes you in.
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-Joining the warm-up is essential—not only for your safety, but to ensure you’re fully prepared to get the most out of the session.
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-Unfortunately, late arrivals who miss the start of class will not be eligible for refunds, as we’re unable to pause or restart the session once it’s underway.
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-To ensure everyone’s safety and to respect the time of all participants, we kindly ask that you arrive on time for your class. If you are more than 5 minutes late, we may not be able to allow entry. This is primarily for health and safety reasons, as missing the warm-up increases the risk of injury. It also makes it difficult to bring latecomers up to speed without disrupting the flow for others or compromising the structure of the session.
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To help our trainers prepare each session effectively, group class bookings close 6 hours before the class start time. This allows us to tailor the session based on the number of attendees and any specific requirements—such as modifications for injuries (e.g. knee issues) or other needs.
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If you miss the 6-hour booking window, please feel free to contact our admin team. We’ll do our best to accommodate you, but please note that a spot cannot be guaranteed at short notice.
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We completely understand that things don’t always go to plan, and we’ll always do our best to support you—but we also want to make sure everyone gets the best experience possible.
Thank you for your understanding and cooperation.
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8. Purchase & Refund Policy
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We kindly ask you to note the following when booking with us:
- All PT sessions and class passes are pre-paid and, unfortunately, non-refundable.
- If something unexpected comes up and you're unable to continue, any unused sessions can’t be transferred to another person.
- While we’ll always do our best to get you booked back in as soon as possible, we can’t guarantee immediate availability when you’re ready to resume.
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We genuinely appreciate your understanding, and as always, our team is here to support you in making the most of your sessions.
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9. Expiry Dates & Renewals
- Personal Training and Group Class Credits are valid for 6 months.
- Unused credits cannot be extended or transferred.
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- Email notifications will be sent prior to expiry—check your junk folder and ensure you are opted into News & Promos.
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- Please refer to the Gokay Fitness App to track remaining sessions.
10. Group Class Waiting List Policy
If a class is fully booked, you have the option to join the waiting list. Here is how it works:
- If a spot becomes available more than 24 hours before the class, the first person on the waiting list is automatically moved into the class.
- If a cancellation occurs within 24 hours of the class, the system notifies all clients on the waiting list, and the available spot is offered on a first-come, first-served basis.
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- If you are automatically added to a class from the waiting list but can no longer attend, you must cancel your booking via the Gokay Fitness App to avoid losing the session credit.
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12. Acceptance of Agreement
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By training at Gokay Fitness, you agree to our Terms and Conditions and the Policies outlined above.
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For any questions, our team is always available to assist you.
This document is subject to periodic updates.
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Please review the latest version on the Gokay Fitness website at www.gokayfitness.com/t&cs