How ElitePTS does business, in plain terms

Transparency is not a value statement, it is a set of testable commitments. A company can claim to be transparent while hiding cancellation in a sidebar, burying renewal terms in a checkout flow, or letting the price on the marketing page differ from the price at the register. We measure ourselves against the version of transparency that a customer can verify.

The first commitment is that the price you see before checkout is the price you pay at checkout, excluding taxes that are legally required to be added separately and shown before payment. The second is that a recurring charge is identified as recurring, in the same size type as the one time price, before you authorise it. The third is that a policy is reachable from every page through the footer rather than only from a confirmation email.

The fourth commitment is the one that costs us money: when something goes wrong, the resolution path is written down before the complaint arrives. It is easy to promise fairness when no one is asking. It is a different thing to publish the criteria in advance so that a refund decision does not depend on how forcefully someone complains.

ElitePTS is a personal training and performance coaching business operated as part of the Elite Personal Training Specialists group. Our public site is elitepts.com. Coaching is delivered by individual coaches working under the standards published on this site, and that standard, not the marketing copy, is what governs the quality of the service you receive.

We operate as a Canadian business and our coaching services are delivered across Canada and internationally through remote programmes. In-person training is delivered in the cities listed on our locations pages. Where a service is delivered by a partner organisation rather than directly by us, we say so on the page where that service is sold, and the partner terms apply in addition to ours.

If you need to reach the business rather than a coach, use the contact route published on this site. Commercial correspondence, legal notices and privacy requests all have a defined recipient, and the contact page names it. A message sent to a coach social media account is not a notice to the company.

Every coaching price on this site is built from the same three parts: the assessment and programme design work, the coaching contact time or review cadence, and the platform that holds your programme, your logs and your messages. A price is not a per session fee with support bolted on for free. It is the whole arrangement, which is why two programmes that look similar on a comparison table can differ substantially in what they actually deliver.

When a programme is listed, the page states the cadence of contact, the form that contact takes, what happens between sessions, and what you can expect in the first month. If a programme includes a fixed number of calls, that number is stated. If it includes unlimited messaging, the response window is stated. Words like access and support mean nothing until they are given a number.

Add-ons and one time services are priced separately and are never added to a checkout without an explicit selection. If a programme changes price, existing clients keep the price they signed up at for as long as their subscription remains continuous. A returning client who cancels and rejoins is priced at the rate in force at the time they rejoin, and we say that here rather than in a footnote.

Recurring coaching is billed in advance for the period it covers. A monthly plan charges on the same calendar day each month, and an annual plan charges once for the year. Renewal is automatic unless you cancel, and the renewal terms are disclosed before you authorise the first payment. A receipt is issued for every charge and is available from your account without asking.

You can cancel at any time from your account. Cancellation stops the next renewal; it does not retroactively end the current paid period, and access continues until that period ends. We do not require a phone call, an exit survey or a retention conversation to cancel, because a cancellation process that depends on reaching a human is a process designed to fail. If the account cancellation route is not working, contact support and the cancellation will be processed manually with the date recorded.

Where a plan includes a minimum commitment, that commitment is disclosed at the point of purchase, along with the cost of ending early if one applies. Where no minimum commitment exists, we say that too. A client who cancels mid period because of a change in circumstances can request a pro rata review under the refund criteria below, and that request is assessed against the published criteria rather than against how the request is phrased.

Our refund approach separates the work that has already been delivered from the work that has not. Assessment, programme design and delivered coaching sessions are consumed when they happen, and they are not refundable simply because a client changes their mind after receiving them. Undelivered periods, unused prepaid sessions and duplicate charges are refundable, because there is no work to keep.

Recurring subscriptions cancelled mid period are reviewed pro rata. If no coaching contact has occurred in the current period and the request is made within the first week, the standard outcome is a pro rata refund of the unused portion. If contact has occurred, the coach time already delivered is deducted and the balance is assessed the same way. This is not a discretionary favour; it is the rule applied consistently.

Product refunds follow the refund policy and the shipping policy together, because physical goods have a condition requirement that digital services do not. Items must be unworn and in resaleable condition, with hygiene sealed items excluded once opened. Faulty goods are replaced or refunded in full, including the original shipping cost, and the choice between replacement and refund sits with the buyer rather than with us.

Our store sells apparel, equipment and printed resources. Each product page states what is included, the material or specification, the size guidance and the dispatch expectation. Where a product is fulfilled by a partner rather than from our own stock, the product page says so, because the dispatch time and the return route may differ.

Shipping estimates are working day estimates rather than promises, and they begin when an order is dispatched rather than when it is placed. Tracking is provided where the carrier supports it. International orders may attract duties and taxes levied by the destination country, and those charges are the responsibility of the recipient. We state this at checkout rather than letting a courier invoice be the first the buyer hears of it.

Returns are accepted within the window stated in the shipping policy, provided the item is in resaleable condition. A return begins with a request through support so that the return can be logged and tracked; an unannounced parcel arriving at a warehouse is difficult to attribute and slows the refund. Once a return is received and inspected, the refund is issued to the original payment method.

The ElitePTS marketplace allows verified coaches and approved sellers to list services and goods alongside our own. This is a meaningful distinction for a buyer, so we label it clearly. When you buy from ElitePTS directly, we are the seller and our policies govern the transaction. When you buy from a marketplace seller, that seller is the seller of record and their terms apply to the sale, with our marketplace rules sitting underneath as a floor.

Every marketplace seller is reviewed before listing and is required to keep their own business disclosures current. Ratings and reviews shown in the marketplace are collected from completed transactions, and we do not remove a negative review because it is unflattering. We will remove a review that contains personal information about a third party, abuse, or content unrelated to the transaction, and we record that removal.

Disputes between a buyer and a marketplace seller are handled through the marketplace dispute route. We will confirm what the platform record shows, which is often the fastest way to resolve a factual disagreement about what was ordered or whether it was delivered. We do not act as an arbitrator on the quality of a seller service, but a seller who fails to engage with a dispute loses listing privileges.

Fitness marketing has a credibility problem because it is full of results that cannot be reproduced and testimonials that cannot be verified. We hold our own publishing to a narrower standard. A client story is published with the client consent, in their words, with the timeframe and starting point stated where the client is willing to share them. We do not present an outlier result as a typical one, and we do not use before and after images as the primary claim for a service.

Where we publish educational content, we distinguish between what the evidence supports and what remains uncertain. Nutrition and training research is genuinely contested in several areas, and pretending otherwise to sound authoritative is a form of dishonesty that eventually costs the reader. Articles cite their sources and flag where a recommendation is a reasonable inference rather than a settled finding.

Some links on this site are affiliate links, meaning we may receive a commission if you buy through them. Where that is the case, the link is disclosed at the point of the link rather than in a site-wide footnote. We do not accept payment for a favourable review, and a brand cannot buy its way into a recommendation.

Policies change because law changes, because a service changes, or because a rule turns out to be badly written. What matters is not that a policy is permanent but that a change is visible. Every policy on this site carries a version and an effective date, and the previous version is retained in the record rather than overwritten.

For material changes, we notify affected clients by email before the change takes effect, with a plain description of what is changing and why. A change that affects price or term for existing subscriptions is not applied to a subscription already in force without explicit consent. Where consent is required and not given, the existing terms continue until the client chooses to renew under the new ones.

Minor editorial corrections, such as fixing a broken link or clarifying a sentence without changing its meaning, are made without notice and recorded in the version history. A change in meaning is never described as an editorial correction, because that is how companies make substantive changes without accountability.

The policies below cover the full range of what we do. They are linked from the footer of every page, and this list exists so that someone reading one page does not have to hunt for the rest. If a policy you need is not on this list, that is a gap worth reporting, and our support channel will route the request.

Privacy and data handling are governed by the privacy policy, supported by the security and privacy overview, which explains account protection and payment handling in less formal language. Content ownership, trademark use and acceptable use are separate documents because they answer different questions and are read by different people.

If a billing issue, a service issue or a policy question is not resolved at the first contact, it can be escalated. Escalation is not a threat; it is a routing instruction. Ask for the matter to be escalated and it moves to a named owner with authority to make a decision, rather than being reopened in the same queue.

We aim to acknowledge every escalation within two business days and to give a substantive response within ten. Where a resolution depends on a payment processor or a carrier, we will tell you what we are waiting on rather than leaving the ticket silent. If our position is that the published policy does not support your request, we will say so directly and quote the clause, so that you can decide whether to take the matter further.