Terms of service

Last updated: 1 December 2026

Effective date: 1 December 2026

These terms set out how coaching with Chase works: what you get, what we ask of you, and what happens if plans change. We've kept them as short and plain as we can. If anything is unclear, ask us before you sign up.

1. Who we are

Chase HQ (Chase Health & Performance) is a trading name of CHASE H&P Limited, NZBN 9429053719669.

  • Studio: 19 Auburn Street, Grafton, Auckland
  • Email: sam@chasehq.co.nz
  • Website: chasehq.co.nz

"We", "us" and "Chase" mean CHASE H&P Limited. "You" means the client, or for clients under 18, the parent or guardian who signs up on their behalf.

2. What we offer

Chase is a private strength and conditioning studio. We offer:

  • 1:1 coaching at our Grafton studio
  • Semi-private coaching, where you train on your own programme on a coached floor capped at five people
  • Remote coaching, with your programme, check-ins and feedback delivered through Gradient, our coaching software
  • Nutrition coaching, delivered by our nutritionist (see section 9)

Remote coaching: your coach isn't with you while you train, so you're responsible for choosing a safe place to train, checking your equipment, and stopping if something doesn't feel right. Send us video and questions whenever you're unsure.

3. Packages and payment

New clients sign up to a package, which includes a set number of sessions each 28-day cycle. Your package, price and number of sessions are confirmed before you start.

  • Billing: your package runs on a 28-day cycle, starting from the date you sign up. You can pay by card through Stripe, by bank transfer, by GoCardless direct debit, or by automatic bank payment. We don't store your card details.
  • Stopping: you can stop your package at any time before your next 28-day cycle starts, by emailing sam@chasehq.co.nz or telling your coach. There's no fee.
  • Pausing: you can pause your package for illness, injury, surgery, travel or other life events by letting us know before your next 28-day cycle starts. You won't be billed while your package is paused. If a pause runs beyond about 8 weeks, we'll talk with you about the best way forward.
  • Unused sessions: if you have sessions left at the end of a cycle, we'll work with you to fit them in, and we may carry them over to your next cycle at our discretion.
  • Missed payments: if a payment doesn't go through, we'll let you know and you'll have 7 days to sort it out. If it's still outstanding after that, your sessions may be paused until it's sorted. We don't charge penalty fees.

4. Refunds

We don't usually give refunds if you simply change your mind, but we'll always talk it through with you. If you can't continue because of injury, illness or surgery, we'll pause your package or work out a fair solution with you. If we can't deliver the sessions you've paid for, we'll reschedule them or refund the sessions you haven't used.

None of this affects your rights under the Consumer Guarantees Act 1993. If our coaching isn't provided with reasonable care and skill, you may be entitled to have it put right, or to a refund or compensation.

5. Cancellations and rescheduling

Our cancellation and rescheduling policy for 1:1 coaching and nutrition consults is here: /cancellations. It works the same way for you and for us.

Semi-private sessions are more flexible: late cancellations on the semi-private floor aren't counted.

6. Health screening and consent

Before you start, we ask you to complete a health screening questionnaire about your health, injuries, surgeries and medical conditions. This is how we coach you safely, so please be complete and honest.

  • Medical clearance: if your answers show a risk, or you're coming back from surgery or a significant injury, we may ask for clearance or a treatment plan from your GP, surgeon or physio before we start or progress your training.
  • Working with your practitioners: with your consent, we may share information with, or get information from, your physio, surgeon or other practitioner so we're all working to the same plan.
  • Tell us about changes: let us know straight away about any new injury, pain, illness, medication, pregnancy or change in your health, even if it seems minor.
  • Informed consent: we'll explain what we're asking you to do and why. You can ask questions, and you can decline or stop any exercise at any time.

How we handle your health information is set out in our privacy statement: /privacy.

7. Training involves some risk

Strength and conditioning is physical work. Even with good coaching, it carries some risk of soreness, strain or injury. We'll plan and coach your training carefully, and we ask you to:

  • follow your coach's instructions and ask if you're unsure
  • tell us if something hurts or doesn't feel right, and stop
  • give us accurate, up-to-date health information
  • look after your own belongings while you train

Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or your rights to ACC cover.

8. Studio conduct

Our floor is small and shared. Please arrive on time, respect other clients and their privacy, look after the equipment, and follow your coach's safety instructions. We may pause or end coaching if someone's behaviour puts others at risk, and we'll refund any sessions you've paid for but not used.

9. Nutrition coaching

Nutrition coaching is delivered by an independent contractor nutritionist engaged by Chase. Nutrition clients are Chase clients, and the nutritionist works on Chase's behalf under a confidentiality obligation. The nutritionist holds their own professional indemnity insurance.

  • Nutrition only: this service is nutrition coaching for training, performance and general health. It's not medical treatment, and it isn't dietetic or medical nutrition therapy.
  • Medical issues: if you have a medical condition that affects what you eat (for example diabetes, an eating disorder, kidney disease, pregnancy, or a diagnosed food allergy), we'll refer you to a registered dietitian or your GP.
  • Tell your GP: please check with your GP before making big changes to your diet or starting supplements, especially if you take medication.

Nutrition notes are held securely in Chase's client systems and accessible to your coach and nutritionist.

10. Partners

We work alongside independent health and performance practitioners, such as physios, chiropractors and swim coaches. They are independent businesses, not employed by or part of Chase, and they're responsible for their own services. We don't receive any commission or payment for referring you to them. We only share your information with them with your consent.

11. Photos, videos and testimonials

We sometimes film technique so we can coach you better. Those videos are for coaching only and stay in your client record.

We'll only use your photo, video, name, story or results on our website or social media if you've given us specific consent, and you can change your mind at any time by emailing sam@chasehq.co.nz. Saying no won't affect your coaching. Any testimonials we publish are genuine, and we'll be upfront if a client received anything in return.

For athletes under 18, we need both the parent or guardian's consent and the young person's own agreement.

12. Young athletes (under 18)

We coach youth athletes, and we take their safety and wellbeing seriously.

  • Parents and guardians sign up: for anyone under 18, a parent or guardian signs up, agrees to these terms, pays for the package, and gives consent for health screening, information sharing and any photos.
  • Privacy: for athletes under 16, the parent or guardian acts as their representative for privacy purposes. For 16 and 17 year olds, we involve parents or guardians in health and programme decisions, and we respect the young person's privacy where that's appropriate.
  • At sessions: parents and guardians are always welcome to watch. For athletes under 16, a parent or guardian needs to be present or contactable during every session.
  • Messages: messages with youth athletes include a parent or guardian. We don't message youth athletes privately on social media.
  • Concerns: if we have a concern about a young athlete's safety or wellbeing, we'll raise it with their parent or guardian, or with the appropriate authorities.

13. Complaints

If something isn't right, please tell us. Email sam@chasehq.co.nz and we'll acknowledge it within 2 working days and aim to resolve it within 10 working days.

If we can't resolve it together, you can contact the Disputes Tribunal (https://www.disputestribunal.govt.nz), or for privacy concerns, the Office of the Privacy Commissioner (https://www.privacy.org.nz).

14. Changes to these terms

We may update these terms from time to time. If a change affects your package or what you pay, we'll tell you at least 14 days in advance, and you can stop your package before the change takes effect without any fee. The date at the top shows the latest version.

15. Governing law

These terms are governed by New Zealand law.