Cancellation and Refund Policy
Effective Date: September 6, 2026
H.E.R.O. Performance Coaching (“H.E.R.O.,” “we,” “us,” or “our”) wants clients to understand our cancellation, rescheduling, billing, and refund policies before purchasing personal training or online coaching services.
This policy applies to services purchased from H.E.R.O. Performance Coaching. Specific services may also be governed by a client agreement or other terms provided at the time of purchase.
Nothing in this policy limits any cancellation, refund, or other consumer right provided by applicable law.
1. In-Person Personal Training Sessions
H.E.R.O. requires at least 24 hours’ notice to cancel an in-person personal training session.
If you cancel an in-person session at least 24 hours before its scheduled start time, the session may be rescheduled without penalty and will remain available as part of your training package.
If you cancel with less than 24 hours’ notice or do not attend a scheduled session, the session will ordinarily be considered used and charged at the full session rate or deducted from your applicable training package.
Same-Day Rescheduling
We understand that schedules sometimes change unexpectedly. If availability permits, you may move an appointment to another available time on the same day without a cancellation penalty.
Same-day rescheduling is subject to H.E.R.O.’s availability and is not guaranteed.
Illness and Emergencies
The late-cancellation policy may be waived in circumstances such as:
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A medical emergency;
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A family emergency;
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Sudden illness;
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Contagious symptoms that make in-person training inappropriate or unsafe; or
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Severe weather or similar circumstances that make attending a session unsafe or impracticable.
Please contact H.E.R.O. as soon as reasonably possible if one of these circumstances affects a scheduled session.
H.E.R.O. reserves reasonable discretion in evaluating late-cancellation exceptions.
2. Training Packages
H.E.R.O. offers prepaid packages of 10 in-person personal training sessions.
Unless paused as described below, training packages expire six months after the date of purchase.
Clients are encouraged to schedule sessions sufficiently in advance to use their package before its expiration date.
Refunds for Training Packages
Completed training sessions are non-refundable, except where otherwise required by law.
Under H.E.R.O.’s standard refund policy, a client may request a partial refund for unused sessions within 30 days of the package purchase date.
Any approved partial refund will be calculated based on the unused portion of the package, subject to the terms applicable to the package at the time of purchase.
After 30 days, unused sessions are ordinarily non-refundable under H.E.R.O.’s standard policy, except where a refund or cancellation right is provided by applicable law or otherwise expressly provided in this policy.
3. Medical Pauses for Training Packages
H.E.R.O. offers prepaid packages of 10 in-person personal training sessions.
Unless paused as described below, training packages expire six months after the date of purchase.
Clients are encouraged to schedule sessions sufficiently in advance to use their package before its expiration date.
Refunds for Training Packages
Completed training sessions are non-refundable, except where otherwise required by law.
Under H.E.R.O.’s standard refund policy, a client may request a partial refund for unused sessions within 30 days of the package purchase date.
Any approved partial refund will be calculated based on the unused portion of the package, subject to the terms applicable to the package at the time of purchase.
After 30 days, unused sessions are ordinarily non-refundable under H.E.R.O.’s standard policy, except where a refund or cancellation right is provided by applicable law or otherwise expressly provided in this policy.
4. Online Coaching
H.E.R.O.’s online coaching is offered as a monthly subscription.
Online coaching may be canceled at any time.
When you cancel:
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Future recurring billing will stop;
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You will retain access to the online coaching services included in your subscription through the end of the billing period for which you have already paid; and
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The current billing period is non-refundable, except where otherwise required by law.
Cancellation does not result in a charge for future billing periods.
5. Medical Pauses for Online Coaching
If an injury or illness prevents a client from participating in online coaching, the client may request a medical pause at no charge.
For an approved medical pause:
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Recurring billing will stop;
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The subscription may remain paused for as long as reasonably necessary; and
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The client may resume coaching when ready to return.
H.E.R.O. may request reasonable documentation supporting a medical pause when appropriate.
6. Cancellations by H.E.R.O.
If H.E.R.O. cancels an in-person training session, the affected session will not be forfeited or charged as a completed session.
The session may be rescheduled at a mutually available time.
If H.E.R.O. is unable to provide prepaid services, clients will be entitled to an appropriate refund or other remedy consistent with the applicable client agreement and applicable law.
7. Late Arrivals
If you arrive late for an in-person training session, the session may still end at its originally scheduled time to avoid affecting subsequent appointments.
8. Promotions and Gift Cards
H.E.R.O. does not currently offer gift cards, promotional prepaid packages, or other prepaid products separate from its regular training packages and coaching services.
If these offerings are introduced in the future, any additional terms applicable to them will be disclosed before purchase and this policy will be updated as appropriate.
9. Refund Processing
Approved refunds will be returned to the original payment method whenever reasonably possible.
Additional processing time after a refund is issued may be required by your bank, credit-card issuer, or payment provider.
10. How to Cancel or Request a Refund
To cancel a service, request a medical pause, or request a refund, contact:
H.E.R.O. Performance Coaching
Louis Gorshe
San Francisco, California
Email: info@heropfc.com
Please include enough information for us to identify the applicable service, subscription, appointment, or purchase.
11. California Consumer Rights
H.E.R.O. operates in California, and certain fitness-service arrangements may be subject to specific cancellation and refund rights under California law.
Those statutory rights may apply independently of H.E.R.O.’s standard cancellation and refund policies described above.
Nothing in this policy or any H.E.R.O. agreement is intended to waive or restrict a consumer right that cannot legally be waived. If applicable law provides you with a cancellation or refund right that is more protective than this policy, applicable law will control.
12. Changes to This Policy
H.E.R.O. may update this Cancellation and Refund Policy as its services or business practices change.
The effective date shown at the top of this page identifies the current version. Changes will not reduce any rights that have already accrued under an existing agreement or applicable law.
13. Contact Us
Questions about this policy may be directed to:
H.E.R.O. Performance Coaching
Louis Gorshe
San Francisco, California
Email: info@heropfc.com