Motivate

Frequently Asked Questions

Our Plans

How many sessions do I need to do weekly?

If you purchase a subscription you can get through the number of sessions within a month at whatever frequency you wish.

If you buy a block, you can use the sessions as frequently as you like, within the expiry time frame.

Can I stop or pause my subscription?

Yes. The subscriptions are for an initial, minimum period of three months. We need to work with you for a minimum time frame to work towards those goals and we don’t want you to give up early. If you need to cancel after three months, you can find this option on your portal.

We can pause a subscription for up to 3 months under any of the following circumstances: injury, surgery, long period of travel, giving birth.

Is there an expiry if I purchase a block of sessions?

5 sessions: 2 months expiry from the date of the 1st session
10 sessions: 3 months expiry from the date of the 1st session
20 sessions: 6 months expiry from the date of the 1st session

What is the difference between online and in-person sessions?

Both options will take place with one assigned trainer who will take you all the way through your Motivate fitness journey.

  • Online personal training sessions are held over Zoom and are 45 minutes long.
  • In-Person personal training sessions take place at your home, garden or outdoors and are 60 minutes long. We are only able to cover this service in London, so please do use the postcode finder to run a check.

Pricing can be found here.

Can I achieve the same results online as in person?

Yes absolutely! With all of our training plans, you get out of the sessions exactly what you put in. We are going to work you just as hard during your online personal training sessions as we would if they were in person. With no travel involved, no weather or covid restrictions, you may find this to be a perfect solution for you.

What if I need to cancel?

You can cancel your subscription at any point after the 3 full calendar month term. If you cancel on or before the 14th of any month (the half-way point) it will be actioned for the end of the month. If you cancel in the second half of the month it will be cancelled at the end of the following month.

My Trainer

How do you match me to a trainer?

We believe the Motivate Matching Process to be the most important thing, and this is why this will always be a human effort. We look at all of the information provided to make a suitable match to one of our fitness professionals.

What happens if my trainer is away or unavailable?

If your trainer is away for a period of time that will affect your training, we will reassign a replacement fitness trainer so that your sessions and goals are not interrupted. We will always be on hand to help things run smoothly.

What if I don’t like the trainer assigned to me?

All you have to do is pick up the phone or email us, and the reservation fee can be used for another booking. We thrive when we have happy clients, so we will do our utmost to get the match right for you!

What qualifications do your trainers hold?

All of our Personal Trainers are Level 3 qualified and have a high level of experience. We select our trainers very carefully and they must match our values of professionalism, exceptional service and passion for the job. We have done the hard job of building the right team, so that you can enjoy the benefits of working with a fantastic PT! Read more about our team here.

What happens if you can’t match me to a trainer?

If we can’t match you to a trainer, we will be in touch to let you know and refund any reservation or trial fee that has been paid. Luckily this doesn’t happen too often as our team is so diverse and broad.

Payments & Billing

What is your cancellation policy, if I need to change or cancel a session?

We have a 24 hour cancellation policy. So if you need to reschedule, just contact your trainer outside of 24 hours and your session will be cancelled or moved. This is to ensure trainers can rebook another client if they need to with ample time to do so.

What are your prices and plans?

My Sessions

I don’t have any at home equipment. Is that a problem?

Not at all. It makes sense to start with bodyweight exercises in many cases, so that your trainer can properly assess your fitness level. If we think equipment might provide some benefit, we will suggest accordingly and give some recommendations on affordable options. However, it will always be your decision.

How do I book sessions?

You can book sessions by logging into your portal.

Where does my in-person session take place?

In person sessions can take place at a park close to your home, in your garden, at your workplace or at your home (be it your living room or a private residential gym). We do not operate in public gyms or any other facilities.

What Covid measures do you have in place?

To ensure we can keep you and our team safe, we have implemented a number of measures for our in-person fitness sessions. These include:

  • Maintaining a 1 metre distance during training sessions
  • Training outdoors wherever possible
  • Wearing a face mask if entering a home
  • Avoiding any hand on adjustments
  • Isolating and requesting a test, if experiencing any cold or flu symptoms
  • Not sharing any equipment in sessions
  • Staying on top of all government announcements and updating the team accordingly

Can my partner or friend join my session?

Yes! The good news is that as a company we operate a policy whereby 2 people can train at the same cost as 1 person. Why? Because if it gives you the extra accountability and motivation you need to show up and hit those fitness goals, then we are game! All we ask is that you consider your fitness goals with your partner/friend. If they are wildly different then naturally it is difficult for a personal trainer to accommodate you both in the same session and you may get more benefit training solo.

My Pregnancy

I am a pregnancy client. What happens to my programme when I give birth?

Your programme will be automatically paused for up to 3 months. You can restart at any point within that period. We may ask you to get a GP sign-off letter if you had a difficult pregnancy or delivery. Read more about our pregnancy programmes here.

I am Pregnant. Can I start training straight away?

In short, yes! We start working with clients from 5 weeks all the way through to their due date. Your consultation will cover your medical history and health and we may also ask about any previous pregnancies to make sure we have a clear and full picture before we start your pregnancy fitness programme. If we feel it is necessary, we may ask for a GP letter.

Are your trainers pregnancy specialists?

If you are pre or post-natal then our team will automatically match you to one of our pregnancy specialists. Our pregnancy fitness experts hold the additional qualification and have the adequate experience to join our team, so you are in safe hands.

I have just had a baby. When can I start training again?

We are very used to working with pregnancy clients and we know that recovery times can vary. If you have a normal delivery then you will most likely need a 4-6 week break before you can resume your fitness sessions. If you have had a C-Section you may need anywhere from 6 weeks to 3 months before you feel ready. In both instances, any remaining sessions will be kept safe and your subscription will be paused until you feel ready to go again. In most cases we can even pair you with the same trainer, who will know you, your body and your pregnancy fitness journey well.

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