policies

Last updated: 23 September 2025

1) Bookings & Access

  • Formats & caps: Exclusive Personal Training (1:1, waitlist only) • Small Group (up to 4 clients) • Hybrid (up to 8 clients).

  • How to book: Book online via our website; you’ll receive a confirmation email and calendar invite.

  • Waitlists: Join the waitlist when a session is full. We’ll notify you if a spot opens; please confirm promptly to secure it. Treat the waitlist like a real booking and remove yourself if your plans change. (This keeps things fair and maximises access.)

  • Arrivals: Sessions start on time. If you’re late, your session still ends at the scheduled time; arriving 10+ minutes late may be treated as a no-show for safety reasons.

2) Pricing, Packs & Payments

  • Rates: Exclusive PT from $150 / or $1,400 (10-pack). Small Group $70 / or $650 (10-pack). Hybrid $55 casual / or $500(10-pack).

  • Payment methods: Card on file for casual sessions and packs.

  • Pack validity: 10-packs are valid for 6 months from purchase.

  • Non-transferable: Passes, packs and bookings are for the named client only.

3) Cancellations, No-Shows & Reschedules

  • Standard window: Please give 12 hours’ notice to cancel or reschedule.

  • Late cancellations: Inside 12 hours, a session credit is forfeited (or the session fee is charged).

  • No-shows: Charged in full.

  • Fairness clause: If we fill your spot from the waitlist, we’ll waive the late fee/credit loss.

  • How to cancel: Use the cancel/reschedule link in your confirmation email (or your booking account). We can’t process cancellations via DM/phone because those channels aren’t continuously monitored.

4) Holds, Illness & Injury

  • Pack holds: One discretionary 2–4 week hold per pack for injury, illness, or travel — email us with dates.

  • Medical: We can extend packs for documented medical reasons.

  • Please stay home if unwell (fever, vomiting, contagious illness).

5) Free Trial

  • Card on file: Your card is taken at booking to secure your spot.

  • Truly free: You’ll only be charged if you no-show without rescheduling.

  • Bring a friend: Yes—tell us when booking so we can manage capacity.

6) Training Safety & Eligibility

  • Health disclosure: By training with us, you confirm you’re cleared for exercise. If you’re unsure, please consult your health professional first.

  • Injuries & rehab: We regularly work alongside physios and allied providers—tell your coach about any pain, injury, or surgery history.

  • Pregnancy & postpartum: Qualified pre/postnatal coaching is available; babies are welcome in off-peak sessions but please confirm with us prior to the session.

  • Age policy: Training is for ages 16+ (under 16 by prior arrangement only, with guardian consent).

7) Facilities & Etiquette

  • What to bring: Workout gear. We provide sweat towels, shower towels, and post-session cold lavender face towels. Appropriate footwear required.

  • Personal property: Please keep valuables with you; A.X.O isn’t responsible for lost or stolen items.

8) Coaching & Programming

  • Personalisation in groups: Everyone follows the same blueprint; loads, reps, ROM, tempos and conditioning are tailored to you.

  • Hybrid specifics: HYROX-inspired movements (e.g., running, sled pushes, wall balls, rowing). Running can be subbed for bike/row/ski/incline walk as needed. Race entry not required.

9) Membership & Fee Changes

  • No long-term lock-ins: Train casually or with class packs.

  • Fee updates: If we change fees, we’ll give 30 days’ notice by email before new pricing takes effect. Packs already purchased keep their original price.

10) Cancellations by A.X.O

  • On rare occasions we may need to cancel or move a session (coach illness, maintenance, events). We’ll contact you ASAP and rebook or credit you.

11) Refunds & Consumer Law

  • Change of mind: We don’t offer refunds on packs or sessions once purchased.

  • Service issues: We’ll make it right in line with the Consumer Guarantees Act 1993 (CGA) — which sets minimum guarantees for services and your right to remedies if those guarantees aren’t met.

12) Liability

  • Exercise carries inherent risk. You agree to participate within your limits and follow coach guidance.

  • Nothing here limits your rights under the CGA or New Zealand’s ACC no-fault personal injury scheme.

13) Privacy

  • What we collect: Contact details, booking history, training data if required, and payment details handled securely by our payment processor.

  • Why: To deliver coaching, manage bookings, personalise programming, and communicate essential updates.

  • Your rights: You can request, correct, or delete your personal information (subject to legal retention requirements). Contact us at info@axo.co.nz

  • We do not store full card numbers; payments are processed by our provider in accordance with industry standards.

14) Marketing, Photos & Content

  • We sometimes capture photos/video in the gym for marketing. If you’d prefer not to be included, tell your coach or email us—no problem.

15) Complaints & Feedback

  • We take feedback seriously. Please speak to your coach or email info@axo.co.nz. We’ll acknowledge within 2 working days and aim to resolve promptly.

16) Changes to these Policies

  • We may update these policies from time to time. The latest version is always available on our website; material changes will be notified by email.