Our members and clients are at the center of everything we do. Our mission is to positively impact the physical and mental health of 150 individuals. To achieve this mission, we must provide an exceptional, respectful, and consistent experience for everyone in our community. Our policies enable us to efficiently work towards our mission, while also providing strucutre and clear expectations in our day-to-day operations.
Our policies are outlined below to provide you with 100% transparency. Please reach out to us at hello@verve-studios.com if you have any questions or concerns.
TERMS AND CONDITIONS OF SERVICE
- All purchases are non-refundable.
- All services and products require payment in full prior to their delivery.
- All members and clients are required to keep a valid form of payment (credit card or ACH) on file at all times.
- All policies are subject to change at any time. Advanced notice will be provided for any changes to our policies.
NEW MEMBER AND CLIENT REQUIREMENTS
Prior to beginning services administered by Verve:
- All new members and/or clients are required to complete a No-Sweat Intro appointment.
- All new members and/or clients are required to sign an acknowledgement form indicating they have received, read, understand, and agree to comply with Verve's policies.
- All new members and/or clients are required to sign Verve's Liability Waiver.
- All new members and/or clients are required to provide Verve with valid emergency contact information.
- All new members and/or clients are required to disclose to Verve any pertinent information relating to injuries, allergies, medications, and/or medical conditions.
ACCOUNT CANCELLATION AND MODIFICATIONS POLICY
- All account cancellation or modification requests must be submitted in writing to hello@verve-studios.com.
- All account cancellation or modification requests require a minimum of 15 days written notice prior to the member/client's next scheduled payment date.
- If a cancellation or modification request is made within 15 days of the member or client's next scheduled payment date, this payment will process in full and the request will be fulfilled at the end of that billing cycle.
- Only one account hold of 30-days or less is permitted per calendar year (January 1 through December 31).
APPOINTMENT POLICIES
- It is the responsibility of the member or client to schedule and manage their appointments.
- Appointments must be scheduled by themember or client no later than 24 hours in advance.
- Appointments must be cancelled or rescheduled no later than 24 hours in advance.
- You may be asked to reschedule any appointment for which you are more than ten (10) minutes late for.
- Refunds will not be provided for late cancellations or appointment no-shows.
- A no-show fee of $30 will be billed to your account for any missed appointment not requiring payment (e.g., nutrition consults, body composition assessments, Goal Review Sessions, etc.).
- No more than two (2) personal training sessions may be carried over into the following billing period.
- Any unused personal training sessions that would otherwise be carried over into the following billing period will be deducted from the client's account upon cancellation and a refund will not be provided.
CLASS RESERVATION POLICIES
- A reservation is required for each class in which a member or client plans to attend.
- Class reservations must be cancelled no later than 8 hours prior to the start time of class.
- Class reservations may be made by members and clients up to two weeks in advance and until one (1) hour prior to the start time of class.
- A waitlist option is available when a class reservation list is full.
- A no-show fee of $10 will be charged to a member's account at the beginning of every month for each class throughout the prior month in which they had a reservation and did not attend.
- Individuals with a class package are subject to a one-class deduction for each missed class in which they held a reservation. If no classes remain within the package, a $10 no-show fee will be charged to the individual’s card on file.
- Individuals are subject to a $20 no-show fee when holding a reservation for a free trial class.
COMMUNITY POLICIES AND FACILITY RULES
- Open gym may only be accessed outside of regularly scheduled class times.
- Arrive on time for your classes and appointments.
- Make your coach/trainer aware of any existing injuries, limitations, aches, pains, or other issues prior to the start of your class or training session.
- Notify your coach/trainer or another Verve team member immediately if you begin to feel dizzy, lightheaded, nauseated, or in pain.
- Put any used equipment back in its original stored location - neatly, sanitized, and in clean condition - immediately after use.
- Be welcoming and kind to everyone in and around the facility, and make it a positive, safe, and respectful environment for everyone in our community.
ZERO TOLERANCE POLICY
Verve encompasses a strict Zero Tolerance Policy for the safety and well-being of our community. The following actions will result in immediate termination of your Verve membership, no refunds will be provided, and you will not be welcome back.
- Discrimination of any kind (i.e., racism, sexism, ageism, ableism, homophobia, transphobia, etc.)
- Sexual harrassment
- Physcial violence of any kind
- Negligent use of Verve's facility or equipment
- Repeated non-compliance with any of Verve's policies
- Disrespectful comments or actions directed at anyone in the Verve community
OUR PROMISE TO OUR COMMUNITY
We appreciate your understanding of and cooperation with Verve's policies. In return, we promise to:
- Always be punctual and prepared for our time with you.
- Make you the center of our attention.
- Always deliver services with 100% transparency.
- Behave in a professional manner.
- Cultivate a safe and respectful environment.
- Hold our community, team members, and any other associated individuals accountable when they aren’t living up to our values.
- Correctly invoice and provide receipts, or make corrections as necessary.
- Return your calls, texts, or emails at the first available opportunity.
- Be as flexible as possible in accommodating your needs and schedule.
- Maintain the strictest confidentiality.
