Services
Private Personal Training/Nutritional Consulting/Ki-Hara Resistance Stretching
- If your scheduling conflict is known in advance and we are notified at least 24 hours ahead of time, then the session can be cancelled with no penalty.
- If your scheduling conflict is known and we are notified with less that 24hours notice, it MAY be possible to make up the session at a different time in the day or with a different trainer. However, this cannot be guaranteed and should not be expected.
- Any cancelled or sessions missed with less than 24 hours notification are forfeited and you will be charged for the session(s) in full.
- If you cancel or miss a session that has not already been paid for, your account/card will be charged for the full amount of the session.
- If no card/account information is present, no further sessions will be conducted until the outstanding payment is received.
- Additionally, reserved time slots may be lost if payment is not made in a timely manner.
Group Training Sessions (2 people or more)
- Group training sessions cannot be cancelled unless all parties in the group agree to cancel the session.
- If all parties do not agree then all parties will be charge for the session, regardless of whether or not they attend the session.
- Any cancelled or sessions missed with less than 24 hours notification are forfeited and you will be charged for the session(s) in full.
- If you cancel or miss a session that has not already been paid for, your account/card will be charged for the full amount of the session.
- If no card/account information is present, no further sessions will be conducted until the outstanding payment is received.
Registered Programs (Spin, Workshops etc)
- Pre-paid classes are fully refundable 1 month before the program is set to begin.
- Pre-Paid classes are partially refundable in the following situations:
- 2-4 weeks until the start date, a 30% cancellation fee will be applied
- 2-1 weeks until the start date, a 50% cancellation fee will be applied
- Less than 1 week until the start date, the program is non-refundable
- If you are unable to attend a program due to a circumstances out of your control (determined on a case-by-case basis by our administration), we may offer you a refund minus 30% cancellation fee, IF you notify us prior to your session start date. This cancellation fee may be avoided if you opt for a service credit instead of a refund.
- If we are notified that you are unable to attend a program due to circumstances out of your control (determined on a case-by-case basis by our administration) after your session begins, we can only give you a credit towards another program. This credit is nontransferable and only the sessions remaining in your program at the time you requested cancellation will be applied.
- There are no cash refunds
- These conditions are non negotiable.
Consulting
- No refunds are available for completed consulting services.
- Unused, pre-paid and retainer-based consulting services may be eligible for a refund depending on the agreement between you and Stenia Health and High Performance Inc. Standard notice for cessation of services is one calendar month, but this may vary between contracts. Be sure to check your agreement for details.
Products
Fitness Equipment, Accessories and Supplements
- May be returned within 14 days for exchange only. Returns are valid only for products that have not been opened, used or damaged.
- Products which are defective or damaged upon arrival may be returned immediately for exchange.
- Some products may need to be shipped directly to the manufacturer. This will be stated on the product package or instruction insert.
- Customers are responsible for all shipping charges on exchanges or refunds.
- Refunds are only available when an equivalent replacement in unavailable and customer does not wish to exchange for another product.
