Managing Clients & Billing

This is policy on how to manage your clients after a training session or due to a cancelation or no-show. 

AFTER EACH TRAINING SESSION

Once you have finished training a client, you should immediately manage the client and close them out for the day indicating they showed up for their session and it is now completed.  By doing this, we can see at the end of the day how many sessions were completed, which goes into our weekly stats.

CANCELATIONS AND NO-SHOWS

All sessions are booked in advance so the manager is able to plan the schedule and trainers for the hours necessary to accommodate the clients for the day and/or week.

If a client calls to cancel, they have 2 options:

1. If cancelled within 24 hours prior, there is no penalty.

• If cancelled with less than 24-hours’ notice, and RESCHEDULED for the next day, there is no penalty.  This means if there is an opening in the regularly scheduled day and you can fit them in, without extending a trainer’s hours for that day, you can give them the time slot.  For example:  if the schedule has all training done by 2:00 and the client says he can come at 2:30, the answer is NO.  If you have an opening at 12:30, and the next client is at 1:00, you can schedule them for the 12:30 slot.  If they DO NOT RESCHEDULE for the next day, they get charged the full session rate.  By doing this, we are covering our costs, because now we have to pay the trainer who has nobody to train due to the late notice.

If the client doesn’t show for their session, charge the client for the missed session. Contact the client to schedule their next appointment.

When a client cancels OR doesn’t show for their session, you should immediately manage the client:

• Schedule the client for their next session
• Charge the client for the missed session (if not rescheduled for the next day)
• Take the client out of the original time slot and show as open

INCOMPLETE PACKAGES AND UPCHARGES

As of contracts signed after 5-28-22: Packages are discounted in price per session. If a participant terminates services before the entire package has been paid for and/or all sessions consumed, the participant will pay difference per session between the package price originally purchased and the per session price for the package they actually completed. The credit card on file will be billed for the difference. If there is not a payment type on file, the participant will pay the difference with some other form of payment. If the package was paid in full, Leo’s Fitness Lab will refund the difference.

This pertains to all clients who signed a contract acknowledging and agreeing to these terms after 5-28-22.