Legal
Terms & Conditions
These Terms & Conditions apply to services provided by Complete Performance, operated by Cal Poynton ("Complete Performance", "we", "us" or "our").
By purchasing, booking or participating in any Complete Performance service, you agree to these Terms & Conditions.
These terms apply to our services including personal training, online coaching, The M.I.L.F. Project and other coaching services offered by Complete Performance.
1. Our Services
Complete Performance provides fitness and coaching services which may include:
- 1-to-1 personal training
- Online coaching
- Personalised training programmes
- Nutrition guidance
- Progress tracking
- Client check-ins
- Fitness challenges
- Group coaching programmes
- The M.I.L.F. Project
- Other fitness-related coaching services
The exact services included will depend on the package or programme you purchase.
2. Health & Your Responsibility
Before beginning any exercise programme, you are responsible for making sure you are physically able to participate safely.
You must inform Complete Performance of any relevant injuries, illnesses, medical conditions, pregnancy, medication or other circumstances that could affect your ability to exercise safely.
If you are unsure whether you should exercise, you should seek advice from an appropriate healthcare professional before beginning.
You must inform Complete Performance if your health or circumstances change during your coaching.
You should stop exercising and seek appropriate medical advice if you experience unusual pain, dizziness, chest pain, severe shortness of breath or other concerning symptoms.
You are responsible for providing accurate and complete information about your health and fitness when requested.
3. Personal Training
Personal training sessions must be booked in advance.
Please arrive on time for your session. If you arrive late, your session may still need to finish at the originally scheduled time.
Cancelling a Personal Training Session
If you need to cancel or rearrange a personal training session, you must provide at least 24 hours' notice.
Where at least 24 hours' notice is provided, we will aim to rearrange the session for another suitable time.
Sessions cancelled with less than 24 hours' notice will normally be charged in full or counted as a used session.
No-Shows
If you fail to attend a booked personal training session without cancelling beforehand, the session will be charged in full or counted as used.
Cancellations by Complete Performance
If Complete Performance needs to cancel your session, we will aim to rearrange it for another suitable date and time.
You will not lose a session because Complete Performance has cancelled it.
4. Online Coaching
Online coaching may include:
- Personalised training programming
- Nutrition guidance
- Weekly check-ins
- Progress tracking
- Accountability
- Ongoing coaching support
- Adjustments to your programme
The exact services provided will depend on the coaching package purchased.
Clients are responsible for completing their training, following the agreed approach where reasonably possible, providing accurate information and submitting check-ins where required.
Your programme may be adjusted based on your progress, circumstances and feedback.
Results will depend on many factors including consistency, adherence, lifestyle, training history and individual circumstances.
Complete Performance cannot guarantee a particular amount of weight loss, muscle gain, strength improvement, body composition change or other specific result.
5. Cancelling Ongoing Coaching
If you wish to cancel ongoing coaching with Complete Performance, you must provide one month's notice.
Your coaching will continue throughout your one-month notice period and you will continue to have access to the services included within your coaching package during this time.
Any scheduled payment falling within your notice period will remain payable.
For example, if you give notice on 10 September, your coaching will continue until 10 October.
Cancellation requests must be made directly to Complete Performance in writing, such as by message, so there is a clear record of your cancellation request.
Cancelling a Direct Debit, standing order, recurring card payment or other payment method does not by itself constitute notice of cancellation.
Any outstanding amounts due under your agreement remain payable.
The one-month notice requirement applies to ongoing coaching unless a different cancellation arrangement was clearly agreed when you purchased your service.
Nothing in this section affects your statutory consumer rights.
6. Nutrition Guidance
Any nutrition information provided through Complete Performance is intended as general fitness and lifestyle guidance unless expressly stated otherwise.
Complete Performance does not provide medical nutrition therapy or diagnose or treat medical conditions.
Where appropriate, you may be advised to speak to a doctor, registered dietitian or another appropriately qualified healthcare professional.
You should inform Complete Performance of any relevant allergies, intolerances or medical circumstances that may affect the suitability of general nutrition guidance.
7. Payments
Prices will be clearly communicated before purchasing a service.
Payment must be made using one of the available payment methods.
Where coaching is purchased through instalments or recurring payments, you are responsible for ensuring payments are made when due.
Failure to make an agreed payment may result in coaching or access to services being suspended until the outstanding balance has been resolved.
Stopping or cancelling your payment method does not automatically cancel your coaching agreement.
You must follow the cancellation procedure described within these Terms & Conditions.
8. General Cancellation, Refund & Consumer Rights
Your cancellation and refund rights may depend on the service purchased, how it was purchased and whether delivery of the service has already begun.
Where UK consumer law provides you with a statutory cancellation or cooling-off right, nothing within these Terms & Conditions removes or restricts that right.
Where you specifically request that a service begins during an applicable statutory cancellation period, you may be required to pay for services already supplied if you subsequently cancel, where permitted by law.
Refunds are not automatically provided simply because a client changes their mind after services have been provided or because they have chosen not to complete their training, nutrition targets, check-ins or other elements of their coaching.
Nothing within these Terms & Conditions affects your statutory rights.
9. The M.I.L.F. Project
The M.I.L.F. Project is an 8-week coaching programme operated by Complete Performance.
M.I.L.F. stands for: Mums Into Lifting & Fitness
Programme duration, pricing, start dates, services and availability will be communicated before joining.
Places may be limited for individual intakes.
Participants remain responsible for completing their training, following their programme and engaging with the coaching provided.
Participation in The M.I.L.F. Project does not guarantee a particular amount of weight loss or any other specific physical result.
M.I.L.F. Project Refunds & Transfers
Places on The M.I.L.F. Project are non-refundable once any applicable statutory cancellation period has passed, except where you are legally entitled to a refund.
If you are unable to participate in the intake you originally booked, Complete Performance may, at its discretion, allow the amount you have paid to be transferred as credit towards a future M.I.L.F. Project intake.
Any transfer must be agreed directly with Complete Performance and will be subject to availability.
Credit provided for a future intake has no cash value and cannot be exchanged for a cash refund.
If you request for coaching or access to services to begin during an applicable statutory cancellation period, different cancellation rules may apply.
Nothing within this section affects your statutory consumer rights.
10. Client Results & Testimonials
Any transformations, testimonials, photographs or client results shown on the Complete Performance website, social media accounts or other marketing materials represent the experiences of individual clients.
They should not be interpreted as a guarantee that every client will achieve the same or similar results.
Individual results will vary.
Complete Performance will seek appropriate permission before using identifiable client photographs, videos, testimonials or transformation content for marketing purposes.
11. Photoshoots, Competitions & Events
Complete Performance may occasionally organise or help clients prepare for photoshoots, competitions, fitness events, challenges or other activities.
Participation in these activities may be optional and additional costs or terms may apply.
Any additional requirements will be communicated beforehand.
Where an external photographer, venue, competition organiser or other third party is involved, their own terms, conditions and policies may also apply.
12. Gym & Third-Party Facilities
Personal training may take place within a third-party gym or training facility.
Clients must follow the rules, health and safety requirements and policies of the facility while attending.
Gym membership, day passes, entry fees or other facility costs are not automatically included within your Complete Performance coaching fees unless expressly stated.
13. Communication & Support
Complete Performance aims to provide a high level of support to coaching clients.
However, online coaching does not provide guaranteed 24-hour access or immediate responses.
Messages and check-ins will be responded to within a reasonable timeframe.
Response times may vary during evenings, weekends, holidays, annual leave or other periods where Complete Performance is unavailable.
Where possible, clients will be informed in advance of significant periods of planned absence.
14. Intellectual Property
Training programmes, workout plans, coaching materials, guides, videos, documents, resources and other materials supplied by Complete Performance remain the intellectual property of Complete Performance unless otherwise stated.
These materials are provided for the client's personal use.
They must not be copied, reproduced, sold, distributed, uploaded, shared publicly or provided to another person without permission from Complete Performance.
15. Behaviour
Complete Performance expects clients to behave respectfully towards the coach, other clients, gym staff and anyone else involved in our services.
Complete Performance reserves the right to end a coaching relationship where a client behaves in a threatening, abusive, discriminatory, harassing or otherwise seriously inappropriate manner.
Any decision to end services under this section will be handled reasonably and does not affect any statutory rights the client may have.
16. Exercise Risk & Liability
Exercise and physical activity involve an inherent risk of injury.
Complete Performance will take reasonable care when providing coaching services.
Clients are also responsible for:
- Following coaching instructions
- Using equipment appropriately
- Training within their capabilities
- Providing accurate health information
- Informing Complete Performance of injuries or changes in health
- Seeking medical advice where appropriate
Complete Performance is not responsible for injury or loss resulting from a client's failure to follow reasonable instructions or disclose relevant information, to the extent permitted by law.
Nothing within these Terms & Conditions excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence.
17. Privacy & Personal Information
Complete Performance may collect personal information necessary to provide coaching services.
This may include contact information, fitness information, progress information and relevant health information.
Personal information will be handled in accordance with our Privacy Policy and applicable UK data protection law.
Please read our Privacy Policy for further information about how your data is collected, stored and used.
18. Changes to Services
Complete Performance may occasionally need to make reasonable changes to coaching services, schedules, systems or the way services are delivered.
Where a significant change affects an existing client's service, we will aim to provide reasonable notice.
19. Changes to These Terms
Complete Performance may update these Terms & Conditions from time to time to reflect changes to our services, business practices or legal requirements.
The latest version will be published on our website and will display the date it was last updated.
Any changes will not remove statutory rights that have already arisen.
20. Governing Law
These Terms & Conditions are governed by the laws applicable in England and Wales.
Nothing within these Terms prevents a consumer from relying on mandatory rights or protections available to them under applicable consumer law.
21. Contact Complete Performance
If you have questions about these Terms & Conditions, your coaching agreement, cancellation or payments, please contact:
Complete Performance
Cal Poynton
Message via WhatsApp or the contact form.
Business Address: [Insert business/contact address]
Important
These Terms & Conditions are intended to clearly explain the basis on which Complete Performance provides its services.
Nothing within these Terms & Conditions is intended to restrict your statutory rights as a consumer.
Last updated: August 2026