OUR
POLICIES.

SERVICES + AGREEMENT.

These terms cover Enhance Performance in-person coaching, small-group strength and conditioning, performance testing, remote coaching, digital programmes and club or organisation services. They also apply to parents or guardians purchasing for an athlete under 18.

• A booking becomes confirmed when Enhance Performance accepts it and any required payment, onboarding or consent steps are complete.
• Your confirmation will state the service, price, frequency, venue or delivery method and start date.
• Coaching is based on the information available and may be adapted for safety, maturation, sporting demands, injury status or athlete readiness.
• Performance coaching supports preparation and development; it does not replace medical diagnosis, emergency care or treatment from an appropriately regulated healthcare professional.

BOOKINGS + ATTENDANCE.

• Arrive ready to begin at the confirmed time. Late arrival may shorten a session so later clients and groups are not affected.
• Individual appointments may be rearranged with at least 24 hours' notice, subject to availability.
• A missed appointment or cancellation inside 24 hours may be charged or treated as used, except where Enhance Performance agrees that exceptional circumstances apply.
• Small-group places reserve coaching capacity for the month. Athlete absences do not normally create a refund or automatic rollover.
• If Enhance Performance cancels, we will offer a replacement session, service credit or appropriate refund. Where part of a monthly service cannot be delivered, the unused value will be credited to the next subscription or refunded.

SUBSCRIPTIONS.

Unless a fixed term is clearly stated before purchase, subscriptions run monthly and renew on the agreed payment date.

• Payment is taken in advance because coaching capacity, programming, reporting, facility time and athlete support are planned before delivery.
• You may stop a rolling subscription by giving written notice before the next renewal date. Access continues to the end of the paid period.
• Part-used months are not normally refunded, without affecting cancellation rights or remedies provided by law.
• A pause or change of level must be agreed in writing and depends on capacity. It is not automatic.
• We will give reasonable advance notice of material price or service changes and allow cancellation before the change takes effect.
• If payment fails, access and reserved sessions may be paused while we contact you and arrange payment.

CANCELLATIONS + REFUNDS.

• For services bought online or by phone, consumers may have a statutory 14-day cancellation period. If you ask us to begin during that period, you may need to pay a proportionate amount for services already supplied.
• If a service is fully performed during the cancellation period at your express request and with the required acknowledgement, the cancellation right may end once performance is complete.
• For immediately supplied digital content, the statutory cancellation right may be lost once access or download begins where you expressly consent and acknowledge this before supply.
• Outside any statutory right, refunds are not given simply because an athlete changes their mind, stops attending or does not use an available service.
• Where a paid service is not delivered with reasonable care and skill, is materially different from its description, or cannot be supplied, we will provide the remedy required by consumer law. This may include repeat performance, a price reduction or refund.
• Nothing in these policies limits statutory consumer rights.

HEALTH + PARTICIPATION.

• Clients and parents must provide accurate health, injury, medication and emergency-contact information and tell us promptly when it changes.
• Participation carries the ordinary risks of physical training and sport. Athletes must follow coaching instructions, use equipment appropriately and report pain, illness, dizziness or unusual symptoms immediately.
• We may adapt, pause or stop participation when we reasonably believe this is necessary for safety or when appropriate medical clearance is needed.
• Training outcomes vary. We do not guarantee selection, scholarships, contracts, performance results or freedom from injury.
• In an emergency, we may contact emergency services and the athlete's recorded emergency contact.

SAFEGUARDING.

• A parent or legal guardian must complete enrolment, supply emergency information and agree payment and participation terms for an athlete under 18.
• Adults working with young athletes are expected to maintain professional boundaries and follow the organisation's safeguarding procedures and applicable safer-working requirements.
• Parents must follow the agreed arrival, collection and supervision arrangements and notify us of any authorised collection changes.
• Concerns about a child or adult at risk should be reported promptly to Enhance Performance. Immediate danger should be reported to the police on 999; non-emergency safeguarding concerns may also be reported to the relevant statutory authority.
• Images of under-18 athletes will only be captured or used under the applicable consent choice. Consent for promotional use can be withdrawn for future use.

PRIVACY + DATA.

Enhance Performance collects only the information reasonably needed to answer enquiries, deliver coaching, manage payments, protect athlete welfare and maintain appropriate training records.

• This may include contact details, age, sport, attendance, programme and testing information, coach communications, payment records and health or injury information.
• Health information is special-category personal data and is handled with additional care. The relevant lawful basis and condition will be identified for the purpose for which it is used.
• Information may be shared with service providers supporting secure hosting, payments, communications or coaching delivery, and with emergency or safeguarding authorities where necessary and lawful.
• We do not sell personal information. Marketing messages require an appropriate basis and can be stopped at any time.
• Enquiry records are normally retained for up to 24 months; financial records for the legally required period; and athlete records only for as long as needed for service, safety, safeguarding, dispute or legal purposes. Retention may be longer for records relating to a child.
• You may request access, correction, restriction, objection, portability or deletion where the law provides that right. Contact enhanceperformance1@gmail.com. You may also complain to the UK Information Commissioner's Office.
• The public site currently uses limited session storage for essential entry and navigation preferences. If non-essential analytics or marketing cookies are introduced, an appropriate consent choice will be provided.

DIGITAL PROGRAMMES + ATHLETE APP.

• Digital programmes, e-books, app content, testing records and coaching materials are licensed for the enrolled athlete's personal use only.
• They must not be copied, resold, published, shared with another athlete or used to deliver a commercial coaching service without written permission.
• The athlete is responsible for using an appropriate environment and equipment and for stopping if an exercise causes pain or feels unsafe.
• Digital access may be suspended for misuse, non-payment or a serious breach. Where possible, important athlete records will be handled in line with the privacy and retention policy.
• Temporary maintenance or third-party outages may affect access. We will take reasonable steps to restore the service and provide an appropriate remedy where a material paid service cannot be supplied.

CONDUCT + MEDIA.

• Athletes, parents, coaches and visitors must treat others respectfully and follow venue, equipment, hygiene and safety instructions.
• Bullying, harassment, discrimination, threatening behaviour, deliberate damage or conduct that risks another person's safety may lead to removal or termination.
• We will respond proportionately and, where appropriate, allow concerns to be explained before a final decision.
• Photography or filming for coaching analysis is used only for the stated purpose. Promotional use requires a separate, informed consent choice and is never a condition of receiving coaching.

COMPLAINTS + LEGAL TERMS.

• Raise concerns first by emailing enhanceperformance1@gmail.com with the athlete name, relevant dates and the outcome requested. We aim to acknowledge complaints within five working days and provide a substantive response within 15 working days.
• Nothing excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded.
• For consumer services, Enhance Performance is responsible for foreseeable loss caused by breach or failure to use reasonable care and skill, but not loss that was not reasonably foreseeable. Business losses are not recoverable under a consumer contract.
• If part of these terms is unenforceable, the remaining terms continue. Delay in enforcing a term does not waive it.
• These terms are governed by the law of England and Wales. Consumers retain any mandatory rights and court protections that apply where they live.