3. Customer Terms​

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We offer:

• monthly access to on-demand workout videos;

• one-off personalised coaching; and

• monthly personalised coaching.

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Personalised coaching may include tailored plans and one-to-one Zoom calls. The price and specific inclusions will be shown when you purchase.

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Orders and payment

A contract is formed when we accept your order and confirm it or make the service available.

Payments are processed through Wix Payments. One-off services are charged when ordered. Monthly services are charged in advance and renew automatically until cancelled.

The minimum commitment for a monthly service is one paid month.

If a payment fails, we may retry it and suspend access until payment is received.

We may change the price of a recurring service by giving at least 30 days’ notice by email. You may cancel before the new price takes effect.

Katy Frizzell is not VAT-registered. Prices shown do not include VAT, and VAT is not charged.

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Video membership

Membership provides one person with access to the videos included in the selected plan. Access normally begins immediately after payment.

You may stream videos for personal use while your membership is active. You may not record, download, copy, distribute or share them or your login details.

We may add, update, replace or remove individual workouts. We will not materially reduce the overall service without a reasonable reason.

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Personalised coaching

You must provide accurate information relevant to safe coaching, including information about injuries, medical conditions or pregnancy, and tell us if it changes.

Coaching is not medical diagnosis or treatment. We may adapt, postpone or decline an activity where reasonably necessary for safety.

Results depend on individual circumstances, consistency and effort. We do not guarantee any particular fitness, weight, appearance or performance outcome.

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One-to-one calls

You may cancel or rearrange a call by giving at least 24 hours’ notice.

A call cancelled with less than 24 hours’ notice, or missed without notice, will normally be treated as used. We may make reasonable exceptions in exceptional circumstances.

If we cancel, we will offer another time. If a reasonable replacement cannot be arranged, we will provide an appropriate credit or refund.

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Cancelling monthly services

You may cancel a monthly membership or coaching service through the members’ section of the website.

Cancellation stops the next scheduled payment. You will retain access until the end of your current paid billing period.

Monthly services cannot currently be paused. Payments already made are not normally refunded simply because you choose not to use the remaining period. Your statutory rights are unaffected.

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Immediate access and cancellation rights

Consumers ordinarily have a 14-day right to cancel many online contracts.

Because access to our video content begins immediately, we will ask you to:

• request immediate access; and

• confirm that you understand you will lose the 14-day cancellation right when digital access begins.

This does not affect your rights if digital content is faulty or not as described.

If a coaching service begins during a statutory cancellation period at your request and you cancel, we may charge a proportionate amount for work already supplied where permitted by law.

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Ending or changing services

We may make reasonable changes to improve a service, address safety or security, comply with law or respond to changes in technology.

We may suspend or end access for non-payment, account sharing, copying content, attempted fraud, abusive conduct or serious safety breaches.

Where appropriate, we will first give you a chance to correct the problem.

If we permanently end a service for reasons unrelated to your conduct, we will refund the unused part of any paid period.

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Our responsibility

We will provide services with reasonable care and skill and digital content of satisfactory quality, fit for its stated purpose and as described.

We are not responsible for injury or loss caused by:

• disregarding safety instructions;

• failing to disclose relevant information during coaching;

• exercising beyond your capabilities;

• unsuitable equipment or an unsafe environment under your control; or

• failure of your device or internet connection.

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We are not responsible for business losses because our services are supplied for personal use.

Nothing in these terms excludes liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Your statutory rights are unaffected.

These terms are governed by the laws of England and Wales. If you live elsewhere, you retain any mandatory consumer protections available where you live.