Client Terms and Conditions

1. About these terms

These Terms and Conditions explain how my Personal Training, Online Coaching and Lift & Thrive services work, including bookings, payments, cancellations and our respective responsibilities.

My services are provided by Active Mums Ltd, trading as Neema Sempebwa, a company registered in England and Wales.

Contact: hello@neemasempebwa.com

By purchasing or signing up for a service, you agree to these terms.

For Personal Training and Online Coaching, we may also agree individual arrangements covering your package, fees, duration and other relevant details. These will be confirmed separately in writing.

If there is any difference between these general terms and an individual agreement, the individual agreement will take priority for the specific arrangements it covers, provided those arrangements are lawful.

My services are available to adults aged 18 and over.

2. Booking and accepting services

Before starting Personal Training or Online Coaching, you may be asked to complete a health questionnaire (PAR-Q) and provide information relevant to planning your training.

You will also be asked to confirm that you have read and accepted these Terms and Conditions.

Your booking or coaching arrangement will be confirmed once we have agreed the relevant details, including payment arrangements.

All prices and commitments will be explained before you agree to purchase a service.

3. Personal Training

3.1 What Personal Training includes

Personal Training sessions may take place at your home, outdoors or live online via Zoom or another agreed platform.

The location, frequency, duration and cost of sessions will be agreed individually.

Equipment may be provided by me, by you, or through a combination of both, depending on our arrangement.

3.2 Booking and cancelling sessions

Please give at least 24 hours’ notice if you need to cancel or rearrange a Personal Training session.

Sessions cancelled with less than 24 hours’ notice may be charged in full or deducted from your session package.

I understand that unexpected circumstances happen and may waive this requirement at my discretion.

If you miss a session without contacting me, I will attempt to contact you. Whether the session is treated as used will depend on the circumstances.

If I need to cancel a session, I will arrange an alternative time with you at no additional cost.

3.3 Arriving late

If you arrive late for a session, I will make reasonable efforts to provide your full session where my schedule allows.

However, I cannot guarantee an extension beyond the originally agreed finishing time, particularly where I have other appointments.

3.4 Personal Training packages

Personal Training packages are normally paid for in full before sessions begin.

Unless we agree otherwise:

The date from which your package validity runs will be confirmed when you purchase it.

Please aim to book and use your sessions within the agreed period.

Extensions may be agreed at my discretion where circumstances reasonably prevent you from using your sessions within the package period.

Unused sessions do not automatically carry over beyond the package’s expiry date. This does not affect your statutory rights.

Sessions are personal to the client and cannot normally be transferred to another person without my agreement.

3.5 Ending a Personal Training package early

If you are unable or no longer wish to continue with a package, please contact me to discuss your circumstances.

Requests for refunds of unused sessions will be considered individually, taking account of sessions already delivered, the circumstances and any applicable legal rights.

Any refund or cancellation charge will be assessed fairly and in accordance with consumer law.

Your statutory cancellation rights are explained below.

3.6 Outdoor sessions and weather

If weather conditions make an outdoor session unsuitable or unsafe, we will discuss an appropriate alternative.

Depending on the circumstances, this may involve changing location, moving the session online or rearranging it.

3.7 Training at home

Where sessions take place at your home, you agree to provide a reasonably safe and suitable space for exercise.

Please make me aware of any relevant hazards or restrictions before the session.

I will also assess the suitability of the training environment and exercises as part of delivering the session safely.

4. Personalised Online Coaching

4.1 What Online Coaching includes

Online Coaching provides a personalised training programme designed around your goals, experience, circumstances and available equipment.

You complete your workouts independently, with coaching and support provided remotely.

Depending on your individual arrangement, this may include a personalised strength-training programme, access to a coaching platform such as Trainerize, progress reviews and programme adjustments, scheduled Zoom check-ins, exercise technique feedback and messaging support between check-ins.

The specific services included will be confirmed before your coaching begins.

4.2 Coaching fees and commitment periods

Online Coaching fees and commitment periods are agreed individually.

For example, we may agree an initial three-month coaching period with monthly payments.

Where a minimum commitment period has been agreed, you are expected to complete and pay for that period, subject to your statutory rights and any other legal entitlement to end the contract.

Your individual agreement will confirm your monthly fee, initial coaching period, what is included, your payment schedule and what happens when the agreed period ends.

Coaching will not automatically continue beyond the agreed period unless this forms part of the arrangement confirmed with you.

4.3 Your programme and progress

Your programme will be developed using the information you provide.

Reviews and adjustments will take place according to the arrangements agreed with you and your progress.

To get the most from coaching, you are responsible for completing your workouts, providing accurate feedback and keeping me informed about relevant changes.

While I will provide appropriate coaching, guidance and support, individual results vary. Specific outcomes, including weight loss, muscle gain or improvements in fitness, cannot be guaranteed.

4.4 Communication and check-ins

You may contact me between scheduled check-ins using the communication methods agreed.

I aim to respond within a reasonable timeframe, but messaging support is not an immediate or 24-hour service.

If you miss a scheduled Zoom check-in, I will normally work with you to rearrange it.

Any periods when I am unavailable will be communicated and managed according to your individual coaching arrangement.

4.5 Holidays and breaks

If you take a holiday or temporarily stop training, your agreed coaching period will normally continue.

Any pause or extension must be agreed separately.

4.6 Exercise videos and feedback

You may be invited to submit videos of yourself exercising so I can review your technique.

These will be used for coaching purposes.

I will not use your videos publicly or for marketing without obtaining separate permission.

4.7 Ending Online Coaching

If you have agreed to a minimum coaching period, that commitment will normally continue for the full agreed period.

If circumstances arise that mean you are unable to continue, please contact me and I will consider the situation individually.

This does not affect any statutory rights you may have.

5. Lift & Thrive

5.1 About Lift & Thrive

Lift & Thrive is an online strength-training membership providing access to live group workouts and an on-demand workout library.

The live timetable, workout formats and library content may change as the service develops.

5.2 Monthly membership

The standard monthly membership currently costs £34 per month.

This is a recurring membership, with payments collected monthly until you cancel.

You may cancel at any time.

To cancel your monthly membership, please contact me at hello@neemasempebwa.com.

When you cancel, your membership will not renew for another paid period. You will retain access until the end of the period you have already paid for, and no further membership payments will be due after your cancellation takes effect.

To avoid the next payment, please cancel before your next renewal payment is processed.

5.3 Six-week membership

The six-week Lift & Thrive option currently costs £57.

This is a one-off payment providing six weeks of membership access.

It does not renew automatically, and no further payment will be taken unless you choose to purchase another membership.

5.4 Live sessions and workout library

If you miss a live workout, this does not automatically entitle you to a refund, credit or extension.

You can continue to use the other available sessions and the on-demand library.

Occasionally, live classes may need to be cancelled or rescheduled because of illness, holidays or other circumstances.

I will make reasonable efforts to communicate changes. A replacement live session is not guaranteed.

During holidays, live sessions may be reduced or temporarily unavailable. Members will generally continue to have access to the on-demand workout library.

If there is a substantial change to the service you have purchased, your statutory rights will continue to apply.

5.5 Cancelling and refunds

You can cancel your monthly membership at any time.

Once any applicable statutory cancellation period has expired, payments for membership periods already started are not normally refundable simply because you change your mind or decide not to use the service.

The six-week option is also not normally refundable once any applicable statutory cancellation period has expired and access has started.

This does not affect any legal right you may have to cancel, receive a refund or obtain another remedy.

5.6 Membership access

Lift & Thrive membership is for your individual use only.

You must not share your Zoom links, membership or library access details with anyone else.

You must not copy, sell, redistribute or publicly share workout content without permission.

5.7 Exercising safely

As a Lift & Thrive member, you are responsible for ensuring that you have sufficient space to exercise safely, your equipment is suitable and in good condition, you choose appropriate exercise options for your ability, and you stop exercising if you experience pain, dizziness, illness or other concerning symptoms.

Please seek appropriate medical advice before participating if you are unsure whether exercise is suitable for you.

I remain responsible for providing the service with reasonable care and skill.

6. Payments

Payments may be collected through GoCardless or another agreed payment provider.

The price, frequency and payment arrangements will be explained before you commit to a service.

If a payment fails, I will contact you to give you an opportunity to resolve the issue.

If payment remains outstanding, I may temporarily suspend access to coaching, sessions or membership services until the account is brought up to date.

I will make reasonable efforts to communicate with you before taking this step.

7. Statutory cancellation rights

Where you purchase services online, by telephone or in certain other circumstances away from business premises, you may have statutory cancellation rights, including a 14-day cancellation period in circumstances where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply.

If you ask for a service to begin during an applicable cancellation period and later exercise a statutory right to cancel, you may be required to pay a proportionate amount for services already provided where the legal requirements for doing so have been met.

Different rules can apply to digital content supplied during a cancellation period.

Nothing in these terms removes or restricts any statutory cancellation, refund or other consumer rights that apply to you.

To tell me that you wish to exercise a statutory cancellation right, email hello@neemasempebwa.com. You do not need to use any particular wording, but you should clearly communicate your decision.

Where a statutory refund is due, it will be handled in accordance with the applicable legal requirements.

8. Health, safety and medical information

For Personal Training and Online Coaching, you will normally be asked to complete a health questionnaire before starting.

You agree to provide accurate information about any health conditions, injuries, limitations or other circumstances relevant to exercise.

You must also tell me if your circumstances change during our time working together, including a new injury, illness, pregnancy or another health change that may affect your ability to exercise safely.

You are responsible for letting me know if an exercise causes pain, unusual discomfort or other concerning symptoms, and for stopping exercise where necessary.

I will provide appropriate instruction, adaptations and guidance as part of delivering the service.

Where necessary, I may modify an exercise, stop an activity or end a session if I reasonably believe continuing would be unsafe.

My services provide fitness training, education and coaching. They are not a substitute for medical advice, diagnosis or treatment.

Where appropriate, I may recommend that you seek advice or clearance from a suitably qualified healthcare professional before starting or continuing exercise.

Personal and health information will be handled in accordance with my Privacy Policy. Consent to processing health information will be requested separately where required.

9. Online platforms and technology

Some services are delivered using third-party platforms, including Trainerize, Zoom, Vimeo and GoCardless.

These platforms may occasionally experience technical problems or temporary interruptions outside my control.

I will make reasonable efforts to help resolve issues or provide a suitable alternative where practical.

For online services, you are responsible for having a suitable device, internet connection and any equipment agreed for your training.

Where technical problems arise from your own equipment or connection, I will try to find a reasonable solution, but this does not automatically entitle you to a refund.

Your statutory rights remain unaffected.

10. Programme content and intellectual property

Training programmes, workout videos, written materials and other content I provide are intended for your personal use.

Unless I have given written permission, you must not share programmes or membership access with other people, reproduce or distribute workout videos or training materials, sell or commercially exploit my content, or upload or publish my materials elsewhere.

11. Photographs, recordings and testimonials

I may occasionally ask for permission to take photographs or videos during Personal Training or to use feedback or testimonials.

Any public or marketing use will require your separate permission.

Agreeing to these Terms and Conditions does not mean you automatically agree to being photographed, recorded or featured in marketing materials.

Lift & Thrive live workouts are recorded separately for the member library. These recordings capture my instruction/workout and do not record members participating in the live Zoom session.

12. Suspending or ending services

I may suspend or end a service where there is a reasonable and legitimate reason to do so.

This may include repeated non-payment, abusive, threatening or inappropriate behaviour, serious breaches of these terms, or circumstances that make continuing the service unsafe.

Where appropriate, I will explain the issue and give you an opportunity to resolve it before ending the arrangement.

Any refund or payment adjustment will be considered fairly, taking account of the circumstances, services already provided and your legal rights.

13. Liability and responsibility

I will provide my services with reasonable care and skill.

Physical exercise involves some inherent risks. You are responsible for providing accurate information about your health, following appropriate guidance and communicating any concerns that may affect your ability to exercise safely.

I will take reasonable care when planning and delivering your training, including providing appropriate instruction and exercise modifications where necessary.

Nothing in these terms excludes or limits my liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

Your statutory consumer rights remain unaffected.

14. Changes to services or terms

I may occasionally update these terms to reflect changes in my services, business operations or legal requirements.

The version applicable when you enter into your agreement will normally govern that agreement unless a lawful change is subsequently agreed or permitted.

Any material change affecting an existing paid service will be communicated appropriately.

I will not use this provision to make unfair changes to an existing agreement.

15. Complaints and concerns

If you are unhappy with any aspect of a service, please contact me first so I have an opportunity to understand and resolve the issue.

Email: hello@neemasempebwa.com

I will make reasonable efforts to respond and find an appropriate resolution.

This does not affect your right to pursue any remedies available under consumer law.

16. General terms

These terms are governed by the laws of England and Wales, without removing any mandatory consumer protections that apply to you.

If any provision is found to be unlawful or unenforceable, the remaining provisions will continue to apply where legally possible.

These terms, together with any individual agreement or confirmed booking details, set out the arrangements between us.