Frequently Asked Questions

  • We know life doesn't always go to plan - and we have a clear, fair policy to cover every situation, whether that's a missed class, a week of sickness, a holiday, or an injury.

    Rather than explain it all here, we have put together a dedicated page that walks you through exactly how it works depending on your situation.

    👉 Click here to view our full Class Banking & Missed Sessions policy

  • We’re committed to providing a high-quality, smooth-running experience for everyone in our community.

    To help us do that, we have a simple cancellation policy in place. This ensures fairness, protects everyone’s time, and allows us to manage bookings effectively—especially during peak times when demand is high.

    Late Cancellations

    Our booking system will automatically mark you as attended if

    Unfortunately, this means that the session will be counted as used, and cannot be refunded or rescheduled—except in exceptional circumstances (such as emergencies or unavoidable situations).

    Why?

    Because:

    • Someone else could have taken that spot.

    • It helps keep our schedule fair and efficient for all.

    Early Morning Sessions If you’ve booked into a 6am or 7am session, we kindly ask that you cancel by 8pm the night before at the latest.

    This is to ensure that:

    • Members on the waitlist have enough time to prepare and plan their morning.

    • We avoid no-shows and make the most of our limited early morning spaces.

    It’s a small action that makes a big difference to the experience of others in our community.

    We know that life happens, and we’ll always approach things with compassion and understanding when something genuinely unexpected comes up.

    But outside of that, sticking to this policy helps keep things running smoothly for everyone involved.

  • Membership Cancellation

    If you ever need to cancel your membership, we ask for a minimum of 7 days’ notice before your next billing date.

    More notice is always appreciated where possible 👍

    Why We Ask for Notice

    We keep our membership numbers capped to:

    • avoid overcrowding

    • make sure everyone has access to sessions

    • maintain the quality of coaching and experience

    Because of this, when a space becomes available, we often have people waiting to take it.

    Giving us notice allows us to offer that space to someone else and keep things running smoothly for everyone

    How to Cancel

    To cancel your membership:

    1. Open the TeamUp app (or log in on desktop)

    2. Go to your membership section

    3. Select your active membership

    4. Choose the option to cancel

    This needs to be done directly through TeamUp to ensure everything is processed correctly

    Need Help?

    If you’re unsure how to do this or have any questions, just send us a message and we’ll help you through it 👍

  • Updating Your Payment Details

    If you need to update the card linked to your membership, this needs to be done through your TeamUp account on a web browser

    👉 This can’t be done through the TeamUp app

    How to Update Your Card

    1. Log in to your TeamUp account using a web browser (phone or laptop)

    2. Go to your account or membership section

    3. Select your active membership

    4. Update your payment details from there

    Once updated, your future payments will be taken from the new card

    Important

    If your card expires or changes and isn’t updated in time, your payment may fail and your membership could be interrupted

    To avoid this, it’s best to update your details as soon as anything changes 👍

    Need Help?

    If you’re unsure how to update your details, just send us a message and we’ll help you through it

    Step-by-Step Guide

    You can follow TeamUp’s full guide here:
    👉 https://support.goteamup.com/en/articles/9327524-how-to-change-payment-details-for-your-membership

  • Upgrading or Changing Your Membership

    If you’d like to move up or down in sessions (for example from 2 to 3 per week, or vice versa), that’s no problem at all 👍

    Your membership should fit your life, and it’s completely normal for that to change over time

    How to Change Your Membership

    To update your membership:

    1. Log in to your TeamUp account using a web browser

    2. Go to your membership section

    3. Select your active membership

    4. Choose the option to upgrade or downgrade

    Once updated, your new membership will take effect from your next billing period

    Not Sure What Suits You?

    If you’re unsure whether to move up or down, just send us a message

    We’ll help you choose the option that fits your schedule and goals best 👍

    Need Help?

    If you’re unsure how to make the change or have any questions, just let us know and we’ll help you through it

    Step-by-Step Guide

    You can follow TeamUp’s full guide here:
    👉 https://support.goteamup.com/en/articles/9327414-how-to-upgrade-or-downgrade-your-membership