Fulfillment Policy

Last updated: 5-21-25

At Next Level Fitness, we are committed to delivering high-quality, personalized online running, strength, and triathlon coaching services to help you achieve your fitness goals. Please review our Fulfillment Policy below to understand how we manage service delivery and client expectations.

1. Service Delivery

  • Initial Onboarding: After purchasing a coaching package or plan, you will receive a welcome email within 24 hours that includes a questionnaire and summary of what your plan will include.

  • Training Plans: Customized training plans are delivered via Final Surge and/or CoachRX within 1 week after payment and questionnaire is complete or by a date previously discussed. A kickoff email with further explanation of the plan and apps will be sent once the first segment of training is set and your assigned coach will reach out to you directly to schedule your first 1on1 call.

  • Ongoing Coaching: Regular check-ins, plan adjustments, and communication are conducted via email, messaging apps, or phone/video calls.

  • Communication Turnaround: We respond to client inquiries within 24 business hours.

2. Subscription & Payment

  • Coaching services are billed as either one-time purchases or recurring subscriptions (monthly/4 weeks).

  • Payments are processed securely through Stripe.

3. Cancellations & Refunds

  • Cancellation: You may cancel your subscription at any time. We require 21 day notice prior to your next payment installment due to planning and roster availability. Access to coaching services will continue until the end of your billing period.

  • Refunds: Due to the customized nature of our services, we do not offer refunds once a training plan has been delivered or coaching has commenced.

  • Exceptions may be considered on a case-by-case basis in the event of medical issues or unforeseen circumstances.

4. Missed or Rescheduled Sessions

  • If your plan includes live sessions or check-ins, cancellations or rescheduling must be made at least 24 hours in advance. Missed sessions without notice will not be rescheduled.

  • In case of emergencies, please contact us directly to make alternative arrangements.

5. Client Responsibilities

To ensure the best coaching experience:

  • Complete the onboarding questionnaire honestly and thoroughly.

  • Communicate openly about your schedule, goals, and any injuries or health concerns.

  • Follow the training plan and provide feedback regularly.

6. Changes to This Policy

We may update this Fulfillment Policy periodically. Any changes will be posted on this page with the updated date. Continued use of our services after changes constitutes acceptance of the revised policy.

Contact Us

If you have any questions about this policy or our services, please contact us.