Cancellation & membership policy

As with everything at Cobalt we aim to keep the business as human as possible. We do however need policies in place. Ones that allow us to deliver the coaching we want to, protect the business so we can plan ahead, and ensure you as the member are able to book sessions and know what you are doing in plenty of time.

Sessions

Bookings

We understand our members can lead busy and hectic lives and need to plan ahead, so sessions can be booked up to 8 weeks in advance.

To allow this to remain the case we ask you to keep an eye on your bookings and make changes as early as possible. This will allow others to take a spot you may be holding, the earlier it is released the better chance someone else has of taking that spot.

If you train regularly at the same time we are able to set up some automatic slots (speak to your coach). If you choose this option sessions may be booked that you know you cannot attend, if this is the case, please look ahead and free the space up as early as possible.

Missing sessions

It is up to you to keep up to date with bookings and attend the sessions included in your membership. Sessions can’t be carried over from week to week. Occasionally and where there is space you may be offered the opportunity to make up a missed session. This is at the full discretion of the coach and can’t be guaranteed.

If you are away for a short period, we can agree in advance to move missed sessions either side of the break. Speak to your coach to arrange this.

Cancelling a session

In order that members always have the opportunity to know what they are doing in advance we have a 14-hour cancellation policy. Any cancellations inside the 14-hour window will be regarded as late cancellations and that session will be lost.

The 14 hours gives people who are looking to train the next morning a chance to take up any free slots before they go to bed and those looking to train from lunchtime on know first thing what slots are available.

That said, we do remain a human business and understand life happens and some circumstances are unpreventable. On occasion, if this is the case, please contact your coach and they will help you rebook the missed session if possible.

No-shows

Whilst we understand circumstances can arise in which late cancellations are unavoidable, we feel there is no reason to just not turn up. If you book a session and don’t attend, that session is lost.

Repeated late cancellations and no-shows

We allow sessions to be booked up to 8 weeks in advance because we get the need for our members to plan ahead. Where late cancellations or no-shows become a consistent pattern, we may reduce booking windows to 7 days. If we get to a point where we feel this is necessary we’ll always speak to you before making that change.

Membership

Cancelling your membership

To remove the need for 12 month contracts and maintain the rolling monthly plans we operate, we have a notice period of 60 days. That is, we require 60 days’ notice to cancel your membership. Full monthly fees are payable throughout the notice period, and you keep full access to the gym and your sessions until the end of your final month.

If you choose to come back, as a returning member your first month back will be free of charge.

Pausing your membership

On occasion and under acceptable circumstances we can offer a pause for up to a maximum of two months, with the exception of December and January where pauses are not available. In order to enable this pause we require four weeks’ notice.

If you choose not to continue with us at the end of your pause, your 60-day notice period begins in line with the cancellation policy and two further payments are due.

Changing membership

Please provide us with a minimum of 14 days’ notice to make any changes to your membership tiers.