Refunds & Cancellations Policy

Your rights under the Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Nothing in this policy, your membership terms or any guarantee we offer excludes, restricts or modifies those rights. Our program guarantees are extra to them.

Weekly memberships

• Personal training memberships have a 12-week minimum term. After that they continue week to week until you cancel.
• Once your minimum term is finished, you can cancel anytime by giving 14 days' notice.
• We do not offer change-of-mind cancellations or refunds during a minimum term. The exceptions are medical cancellations, price increases and situations where we cannot provide your service, all set out below.
• Memberships are billed weekly in advance by direct debit through Momence. Unused personal training sessions expire one month after the billing date they relate to.
• Suspension limits are set out in your membership terms.
• 6-month and 12-month Swipe Key + Classes + Recovery memberships can be ended early by paying 50% of the remaining balance or by transferring the membership to a new member.

Prepaid programs

Prepaid programs are paid in full before they start. They include the 28-Day Kickstart, the 6 Week Challenge and 12 Week Traction when paid upfront.

• Prepaid programs are not refundable for change of mind once paid. If your plans change before your start date, talk to us about moving it.
• Sessions and inclusions need to be used within the program period. Unused sessions do not carry over, except as set out under medical cancellations and situations where we cannot provide your service.

12 Week Traction paid upfront:

• Covers 12 weeks, paid in full at purchase, with your last two weeks free.
• Your 24 personal training sessions are to be used within your 12 weeks.
• Suspensions are not available on the upfront option.
• After 12 weeks, your membership continues on Personal Training, 2 per week, billed weekly at your locked rate. We will remind you in writing before your 12 weeks end. To stop it continuing, give 14 days' notice before your 12 weeks finish. After that, you can cancel anytime with 14 days' notice.
• If you continued before your Kickstart ended, your weekly rate of $199 is locked for 12 months from your start date.

Medical cancellations

If an illness, injury or medical condition means you cannot train for four weeks or more, you can cancel with a medical certificate, including during a minimum term.

• Weekly memberships: billing stops 14 days after we receive your request and certificate.
• Prepaid programs: we will refund the unused portion of your program on a pro-rata basis, or hold it as a credit for when you return, whichever you prefer.

Price increases

If we increase the price of your membership, we will tell you in writing at least 30 days before the new price applies. If you do not want to continue at the new price, you can cancel without penalty before it starts, including during a minimum term. Any rate lock you received with an offer is honoured for its full period.

If we cannot provide your service

If we close the studio, stop offering your program, or change it so it is substantially different from what you paid for, you can cancel and receive a pro-rata refund of the unused portion of anything you have prepaid, or accept an alternative we agree on together.

Program guarantees

Our guarantees are in addition to your rights under the Australian Consumer Law, not instead of them.

12 Week Traction, the 5% Guarantee: do the work and drop 5% body fat, or train free for another 4 weeks. If you qualify and your week 12 InBody scan does not show the result, you receive a further four weeks of the 12 Week Traction program at no cost, including two personal training sessions a week, classes, gym access, recovery and nutrition coaching.

• Doing the work means attending both personal training sessions and at least two classes each week, completing every fortnightly assessment, and logging your nutrition and hitting your targets.
• Your baseline is your InBody scan at the start of your Kickstart. Your final scan is in week 12, taken under the same conditions.
• Your trainer confirms your starting result and your 5% target in writing before you start.

28-Day Kickstart: the Kickstart guarantee and its conditions are set out on the Kickstart page and confirmed at your consultation.

How to cancel or request a refund

• Email us at frontdesk@6x.com.au or give us a written request at the front desk. You do not need to book a meeting.
• Include your name and the membership or program you want to cancel.
• We will confirm in writing, including your final billing date.
• Approved refunds are paid to your original payment method within 14 days.

Products bought from us

• If a product is faulty, not as described or does not match a sample, you are entitled to a repair, replacement or refund under the Australian Consumer Law. For a major problem, you choose which. We cover the reasonable cost of returning faulty products.
• Change of mind: we will refund unopened products in their original packaging returned to the studio within 30 days of purchase, with proof of purchase.
• We cannot accept change-of-mind returns of opened supplements or other products that cannot be resold for hygiene reasons. This does not affect your rights if a product is faulty.