Terms and Conditions - Fitness First

Welcome to Fitness First! By accessing or using our platform, you agree to comply with the following Terms and Conditions. Please read them carefully as they govern your use of our services.

Acceptance of Terms

By creating an account, accessing, or using Fitness First, you agree to these Terms and Conditions. If you do not agree, you must stop using our platform immediately.

Eligibility

• You must be at least 18 years old to create an account and use our services.
• If you are under 18, you may use the platform only with the consent and supervision of a parent or legal guardian.
• By using Fitness First, you confirm that all information provided during registration is accurate.

Account Creation and Security

• You are responsible for maintaining the confidentiality of your account credentials (username and password).
• Do not share your login information with others.
• Notify us immediately if you suspect unauthorized access to your account.

Use of Services

Fitness First grants you a non-exclusive, non-transferable license to access and use our platform for personal, non-commercial purposes.

You agree not to:

• Share, distribute, or reproduce any content from our platform without permission.
• Use the platform for illegal, harmful, or abusive activities.
• Attempt to disrupt or interfere with the platform's functionality.

Payments and Subscriptions

• Subscription Plans: Access to certain features and classes may require a paid subscription.
• Billing: Subscription fees are billed monthly or annually, depending on your chosen plan.
• Auto-Renewal: Subscriptions automatically renew unless canceled before the renewal date.
• Refunds: Refunds are subject to our Cancellation and Refund Policy.

Cancellation Policy

• You can cancel your subscription anytime through your account settings.
• If you cancel, you will retain access until the end of your current billing cycle.
• No refunds will be issued for unused portions of a subscription unless stated otherwise in our Refund Policy.

Content Ownership

• All content on Fitness First, including videos, guides, images, and text, is owned or licensed by us.
• You may not copy, modify, or distribute our content without prior written consent.

Health Disclaimer

• The yoga classes, workouts, and wellness advice provided on Fitness First are for informational purposes only.
• Always consult a physician before starting any fitness program, especially if you have pre-existing medical conditions.
• By using our platform, you acknowledge that you are responsible for practicing within your physical limits.
• Fitness First is not liable for injuries sustained during the use of our services.

User Conduct

You agree to use the platform respectfully and responsibly.

Prohibited behaviors include:

• Harassment, hate speech, or abusive language in live classes or forums.
• Sharing false or misleading information.
• Engaging in activities that harm the platform or other users.

Violations of this policy may result in account suspension or termination.

Community Guidelines

• Respect instructors and fellow participants during live classes and discussions.
• Avoid disruptive behavior or inappropriate comments.
• Follow the instructions provided by instructors to ensure a safe and enjoyable experience.

Limitation of Liability

Fitness First is not liable for:

• Service interruptions or technical issues beyond our control.
• Loss of data or unauthorized access to your account.
• Any damages resulting from the use or inability to use our platform.

Third-Party Services

• Our platform may include links to third-party websites or services.
• We are not responsible for the content, privacy practices, or terms of these third-party services.

Modifications to Terms

• We reserve the right to update or modify these Terms and Conditions at any time.
• Significant changes will be communicated via email or platform notifications.
• Continued use of the platform after changes constitute acceptance of the updated terms.

Termination

• We reserve the right to suspend or terminate your account if you violate these Terms and Conditions.
• You may also terminate your account at any time by contacting our support team.

Governing Law

• These Terms and Conditions are governed by the laws of [Your Jurisdiction].
• Any disputes arising from the use of Fitness First will be resolved by these laws.

Privacy Policy - Fitness First

At Fitness First, we are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, store, and protect your data when you use our platform and services.

Information We Collect

We collect the following types of information:

a. Personal Information

• Name, email address, phone number, and billing details.
• Account details such as username and password.

b. Usage Information

• Data about your interactions with our platform, such as pages visited, classes attended, and features used.
• Device information, including IP address, browser type, and operating system.

c. Payment Information

• Payment details such as credit/debit card information or PayPal account details (processed securely through third-party payment gateways).

d. Communication Data

• Messages, feedback, or inquiries sent to our support team or instructors.

How We Use Your Information

We use your information for the following purposes:

a. To Provide Services

• To create and manage your account.
• To deliver live classes, on-demand videos, and personalized plans.

b. To Improve Our Platform

• To analyze usage patterns and improve the quality of our services.
• To develop new features and content based on user feedback.

c. For Communication

• To send updates about classes, workshops, or promotions.
• To respond to your inquiries and provide customer support.

d. For Security

• To protect your account and prevent unauthorized access.
• To detect and prevent fraud or abuse of our platform.

Sharing Your Information

We do not sell your personal information to third parties. However, we may share your data in the following cases:

a. With Service Providers

• Trusted third-party providers who assist in payment processing, email communication, or analytics.

b. Legal Compliance

• When required by law or to comply with legal obligations, such as responding to a court order.

c. Business Transfers

• In the event of a merger, acquisition, or sale of assets, your information may be transferred to the new entity.

Data Security

We take the following measures to protect your data:

• Encryption of sensitive information, such as payment details.
• Secure storage of data on protected servers.
• Regular monitoring for potential security breaches.

Cookies and Tracking Technologies

We use cookies and similar technologies to enhance your experience:

• Essential Cookies: Required for the platform to function properly.
• Performance Cookies: Help us understand how users interact with the platform.
• Marketing Cookies: Used for personalized advertisements and promotions.

You can manage your cookie preferences through your browser settings.

Your Rights

You have the following rights regarding your personal data:

a. Access and Correction

• Request access to your data or corrections to inaccurate information.

b. Data Deletion

• Request the deletion of your account and associated data.

c. Opt-Out

• Unsubscribe from marketing emails or promotional communications.

d. Data Portability

• Request a copy of your data in a portable format.

To exercise these rights, contact our support team at support@fitnessfirst.com.

Data Retention

We retain your data for as long as necessary to provide our services or comply with legal obligations. Once your data is no longer required, it will be securely deleted.

Third-Party Links

Our platform may include links to third-party websites or services. We are not responsible for their privacy practices, so please review their privacy policies before sharing your information.

Updates to This Policy

We may update this Privacy Policy from time to time. Any changes will be communicated via email or platform announcements. Please review the updated policy regularly.

Content Usage Policy - Fitness First

At Fitness First, we provide a wide range of content, including yoga classes, fitness guides, wellness articles, videos, and other resources to support your health and wellness journey. This Content Usage Policy outlines how you may access, use, and share our content to ensure a respectful and lawful experience for all users.

1. Ownership of Content

• All content available on Fitness First, including but not limited to videos, images, text, audio, and downloadable materials, is the exclusive property of Fitness First or its licensors.
• Content is protected by copyright, trademark, and other intellectual property laws.
• Unauthorized use of our content is strictly prohibited.

Permitted Use

You are granted a non-exclusive, non-transferable, and revocable license to access and use the content for personal, non-commercial purposes only.

Examples of permitted use include:

• Streaming yoga classes or videos for personal practice.
• Reading and downloading wellness guides for personal use.
• Sharing links to Fitness First content on social media (with proper attribution).

Prohibited Use

You agree not to:

• Copy, reproduce, or distribute any content without prior written consent from Fitness First.
• Share login credentials with others to allow unauthorized access to the platform.
• Download, record, or save videos or other streaming content for offline use unless explicitly allowed.
• Modify, edit, or create derivative works based on Fitness First content.
• Use the content for commercial purposes, such as teaching classes, creating courses, or promoting a business.
• Engage in unauthorized sharing of content through file-sharing platforms, torrents, or other means.

Sharing Content

• You may share links to Fitness First content on social media, blogs, or other platforms, provided you include proper attribution (e.g., "Source: Fitness First").
• Do not embed, mirror, or host our content on third-party platforms without prior approval.

User-Generated Content

• If you submit content (e.g., comments, reviews, or forum posts) to Fitness First, you grant us a non-exclusive, royalty-free, worldwide license to use, modify, and display that content for promotional or educational purposes.
• User-generated content must comply with our Code of Conduct and must not:
• Contain offensive, inappropriate, or illegal material.
• Infringe on the intellectual property rights of others.

Reporting Violations

• If you believe someone is using Fitness First content in violation of this policy, please report it to us at support@fitnessfirst.com.
• Provide details of the violation, including links or evidence, to help us investigate and take appropriate action.

Consequences of Violations

Violating this Content Usage Policy may result in:

• Account suspension or termination.
• Legal action to protect our intellectual property rights.
• Fines or penalties for unauthorized use of content.

Changes to This Policy

• Fitness First reserves the right to update or modify this Content Usage Policy at any time.
• Significant changes will be communicated via email or platform announcements.
• Continued use of the platform after changes constitute acceptance of the updated policy.

Health and Safety Disclaimer - Fitness First

At Fitness First, your health and safety are our top priorities. However, it is important to understand that yoga, fitness, and wellness exercises involve physical activity that carries inherent risks. By using our platform and participating in our programs, you acknowledge and agree to the following Health and Safety Disclaimer.

General Disclaimer

• The content provided on Fitness First, including yoga classes, fitness routines, and wellness advice, is intended for informational purposes only.
• It is not a substitute for professional medical advice, diagnosis, or treatment.
• Always consult with a qualified healthcare provider before starting any new exercise or wellness program, especially if you have pre-existing medical conditions, injuries, or are pregnant.

Physical Activity Risks

• Yoga and fitness exercises involve physical exertion and may pose risks, including but not limited to:
• Muscle soreness, strain, or injury.
• Aggravation of pre-existing medical conditions.
• Dizziness or fainting.
• It is your responsibility to assess your physical and mental fitness before participating in any activity on our platform.

Recommendations for Safe Practice

• Listen to Your Body: Stop immediately if you feel pain, discomfort, dizziness, or shortness of breath.
• Use Proper Equipment: Ensure you have a safe and stable space, appropriate footwear, and yoga mats or props as needed.
• Follow Instructions: Pay close attention to the guidance of instructors and avoid forcing your body into poses or movements that feel uncomfortable.
• Hydration and Rest: Stay hydrated and take breaks as needed during your practice.

Not Suitable for Certain Conditions

• The content on Fitness First may not be suitable for individuals with certain health conditions, including but not limited to:
• Heart disease or cardiovascular issues.
• Severe back, neck, or joint problems.
• Recent surgeries or injuries.
• If you are unsure whether a specific program is safe for you, consult your doctor or a certified health professional before proceeding.

No Guarantees of Results

• While our programs are designed to promote health and wellness, individual results may vary.
• Fitness First does not guarantee specific outcomes, such as weight loss, increased flexibility, or improved mental health.

Limitation of Liability

• By using Fitness First, you agree to assume full responsibility for any risks, injuries, or damages resulting from your participation in our programs.
• Fitness First, its instructors, and affiliates shall not be held liable for:
• Injuries sustained during the use of our platform.
• Misuse of the content or failure to follow safety guidelines.
• Any health issues arising from participation in our programs.

Professional Advice

• The instructors and contributors on Fitness First are certified professionals in their respective fields.
• However, their advice and guidance should not replace the advice of licensed medical or healthcare practitioners.

Emergency Situations

If you experience a medical emergency while practicing, stop immediately and seek professional medical assistance.

Acceptance of Risk

• By using Fitness First, you acknowledge that you have read, understood, and agreed to this Health and Safety Disclaimer.
• You voluntarily assume all risks associated with your participation in our programs.

Instructor and Partner Policy - Fitness First

At Fitness First, we aim to foster a professional, supportive, and collaborative environment for our instructors and partners. This policy outlines the expectations, responsibilities, and guidelines for instructors and partners associated with our platform.

Eligibility and Onboarding

a. Instructor Requirements

• Instructors must have relevant certifications and/or qualifications in yoga, fitness, or wellness from recognized institutions.
• A minimum of 1-2 years of teaching experience is preferred.
• Instructors must provide proof of certification, identification, and any additional documentation requested during the onboarding process.

b. Partner Requirements

• Partners must align with Fitness First’s mission of promoting health, wellness, and mindfulness.
• Partnerships may include collaborations for content creation, product promotions, or co-hosted events.

c. Background Checks

Fitness First reserves the right to conduct background checks on all instructors and partners to ensure a safe and trustworthy environment for our users.

Conduct and Professionalism

a. Instructor Code of Conduct

Instructors must:

• Provide clear, safe, and professional guidance during classes.
• Respect the physical and emotional boundaries of participants.
• Avoid any inappropriate comments, behavior, or physical contact.
• Ensure punctuality and preparedness for scheduled classes.

Instructors are prohibited from:

• Promoting personal businesses or services without prior approval.
• Soliciting tips, donations, or payments outside the platform.

b. Partner Code of Conduct

Partners must:

• Represent Fitness First in a professional and ethical manner.
• Avoid misrepresentation or false claims about the platform or its services.
• Comply with all legal and regulatory requirements related to their partnership activities.

Content Creation and Ownership

a. Instructor Content

• Instructors may create and upload original content (e.g., yoga routines, wellness videos) to Fitness First.
• All content created for Fitness First becomes the property of the platform unless otherwise agreed upon in writing.
• Instructors grant Fitness First the right to use, modify, and distribute their content for promotional and educational purposes.

b. Partner Content

• Partners must ensure that any content they provide complies with copyright laws and does not infringe on the intellectual property rights of others.
• Fitness First reserves the right to approve or reject partner content based on its relevance and quality.

Payment and Compensation

a. Instructor Payment

Instructors are compensated based on:

• Number of classes conducted.
• Engagement metrics (e.g., views, attendance, user ratings).
• Payments are processed monthly, and instructors must provide accurate payment details to avoid delays.

b. Partner Compensation

• Compensation for partners is determined by the terms outlined in individual partnership agreements.
• Partners may receive a percentage of revenue, flat fees, or other benefits as agreed upon.

Termination and Dispute Resolution

a. Termination of Agreement

• Fitness First reserves the right to terminate agreements with instructors or partners for:
• Breach of this policy or platform guidelines.
• Misconduct, fraud, or unethical behavior.
• Failure to meet performance standards or deliverables.
• Instructors and partners may terminate their agreements by providing a written notice of at least 30 days.

b. Dispute Resolution

• Any disputes between instructors, partners, and Fitness First will be resolved through mediation or arbitration as outlined in the agreement.

Confidentiality

• Instructors and partners must maintain the confidentiality of any sensitive information shared by Fitness First, including but not limited to:
• User data.
• Platform strategies or features under development.
• Financial or operational details.

Updates to the Policy

• Fitness First reserves the right to update or modify this policy at any time.
• Changes will be communicated via email or platform notifications.
• Continued participation as an instructor or partner constitutes acceptance of the updated policy.

Security Policy - Fitness First

At Fitness First, we are committed to protecting the security and privacy of our users' data. This Security Policy outlines the measures we take to safeguard your information and ensure a secure online experience.

1. Data Encryption

• We use industry-standard encryption protocols (e.g., SSL/TLS) to protect data transmitted between your device and our servers.
• Sensitive information, such as passwords and payment details, is encrypted both in transit and at rest.

2. Secure Data Storage

• User data is stored on secure servers with restricted access.
• We implement physical, technical, and administrative safeguards to prevent unauthorized access, disclosure, or alteration of your data.
• Regular backups are performed to ensure data integrity and availability.

3. Access Controls

• Access to user data is limited to authorized personnel only.
• We use strong authentication methods, including multi-factor authentication (MFA), to verify the identity of users and administrators.
• Regular audits are conducted to review and update access controls.

4. Payment Security

• All payment transactions are processed through secure payment gateways that comply with PCI DSS standards.
• We do not store your credit card information on our servers.
• Payment gateways use encryption and fraud detection mechanisms to protect your financial data.

5. Vulnerability Management

• We conduct regular vulnerability assessments and penetration testing to identify and address security weaknesses in our systems.
• Security patches and updates are applied promptly to mitigate known vulnerabilities.
• We maintain a bug bounty program to encourage responsible disclosure of security issues.

6. Incident Response

• We have a dedicated incident response team trained to handle security incidents and data breaches.
• In the event of a security incident, we will take immediate steps to contain the breach, investigate the cause, and notify affected users as required by law.

7. Data Privacy

• We are committed to protecting your privacy and complying with applicable data protection laws (e.g., GDPR, CCPA).
• Our Privacy Policy outlines how we collect, use, and share your personal information.
• You have the right to access, correct, and delete your data as described in our Privacy Policy.

8. Third-Party Security

• We carefully evaluate the security practices of third-party vendors and service providers that handle user data.
• We require third parties to implement appropriate security measures and comply with our data protection standards.

9. User Responsibilities

• You are responsible for maintaining the security of your account credentials.
• Use strong, unique passwords and avoid sharing your login information with others.
• Be cautious of phishing emails or suspicious links that may attempt to steal your credentials.
• Report any suspected security incidents or vulnerabilities to our support team immediately.

10. Security Awareness Training

• We provide regular security awareness training to our employees and contractors to educate them about security threats and best practices.
• Training covers topics such as phishing prevention, password security, and data protection.

11. Changes to This Policy

• Fitness First reserves the right to update or modify this Security Policy at any time.
• Changes will be communicated via email or platform notifications.
• Continued use of the platform after changes constitute acceptance of the updated policy.

Payment Policy - Fitness First

This Payment Policy outlines the terms and conditions related to payments for services and products offered on Fitness First. By making a purchase on our platform, you agree to comply with this policy.

Accepted Payment Methods

• Credit cards (Visa, MasterCard, American Express, Discover)
• Debit cards
• PayPal
• Other payment methods as indicated on our platform

Pricing and Currency

• All prices are listed in U.S. dollars (USD) unless otherwise specified.
• Prices are subject to change without notice.
• We reserve the right to correct any pricing errors or omissions.

Subscription Fees

• Fitness First offers subscription plans for access to premium content and features.
• Subscription fees are billed on a recurring basis (e.g., monthly, annually) as specified in your subscription agreement.
• By subscribing, you authorize us to charge your chosen payment method for the applicable subscription fees.

Automatic Renewal

• Subscriptions automatically renew at the end of each billing cycle unless you cancel your subscription before the renewal date.
• You will be notified via email before your subscription renews.
• To cancel your subscription, follow the instructions in your account settings or contact our customer support team.

Payment Processing

• All payment transactions are processed through secure payment gateways that comply with PCI DSS standards.
• We use encryption and fraud detection mechanisms to protect your financial data.
• By providing your payment information, you represent that you are authorized to use the payment method and that the information is accurate.

Refunds and Cancellations

a. Subscription Refunds:

• Refunds for subscription fees are provided at the discretion of Fitness First.
• If you are not satisfied with your subscription, contact our customer support team to request a refund.
• Refunds may be prorated based on the usage of the subscription period.

b. Cancellation Policy:

• You can cancel your subscription at any time.
• Upon cancellation, you will retain access to the subscription content until the end of the current billing cycle.
• No refunds will be provided for the remaining portion of the billing cycle.

c. Product Returns:

• If you purchase physical products from Fitness First, you may return them within 30 days of receipt for a refund or exchange.
• Products must be in their original condition and packaging.
• Return shipping costs are the responsibility of the customer unless the product is defective or damaged.

Late Payments

• If your payment method fails or your account is past due, we may suspend or terminate your access to premium content and features.
• We may attempt to charge your payment method multiple times to ensure payment.
• You are responsible for updating your payment information to avoid interruptions in service.

Promotional Offers

• Fitness First may offer promotional discounts or special offers from time to time.
• Promotional offers are subject to the terms and conditions specified in the offer.
• We reserve the right to modify or terminate promotional offers at any time.

Taxes

• Prices listed on Fitness First do not include applicable taxes.
• You are responsible for paying any sales tax, VAT, or other taxes that may be imposed on your purchases.
• Tax amounts will be added to your order total and displayed during the checkout process.

Currency Conversion

• If you are paying in a currency other than USD, your payment provider may apply currency conversion fees or exchange rates.
• Fitness First is not responsible for currency conversion fees or exchange rate fluctuations.

Fraud Prevention

• We reserve the right to refuse or cancel any order if we suspect fraudulent activity.
• We may require additional verification or information to process your order.
• Any fraudulent activity will be reported to the appropriate authorities.

Changes to This Policy

• Fitness First reserves the right to update or modify this Payment Policy at any time.
• Changes will be communicated via email or platform notifications.
• Continued use of the platform after changes constitute acceptance of the updated policy.

Cancellation and Refund Policy - Fitness First

This Cancellation and Refund Policy outlines the terms and conditions for canceling subscriptions and requesting refunds for services and products offered on Fitness First. By subscribing to our services or purchasing our products, you agree to comply with this policy.

Subscription Cancellations

• You may cancel your subscription to Fitness First at any time.
• To cancel your subscription, follow the instructions in your account settings or contact our customer support team.
• Upon cancellation, you will retain access to the subscription content until the end of the current billing cycle.
• No refunds will be provided for the remaining portion of the billing cycle.

Subscription Refunds

• Refunds for subscription fees are provided at the discretion of Fitness First.
• If you are not satisfied with your subscription, contact our customer support team to request a refund.
• Refund requests must be submitted within 14 days of the initial subscription purchase or renewal date.
• Refunds may be prorated based on the usage of the subscription period.

Product Returns and Refunds

• If you purchase physical products from Fitness First, you may return them within 30 days of receipt for a refund or exchange.
• Products must be in their original condition and packaging.
• To initiate a return, contact our customer support team to obtain a return authorization.
• Return shipping costs are the responsibility of the customer unless the product is defective or damaged.
• Refunds will be processed within 14 days of receiving the returned product.

Digital Product Refunds

• Refunds for digital products (e.g., e-books, downloadable content) are provided at the discretion of Fitness First.
• If you are not satisfied with a digital product, contact our customer support team to request a refund.
• Refund requests must be submitted within 14 days of the purchase date.
• Refunds may be denied if the digital product has been accessed or downloaded.

Event Cancellations

• If Fitness First cancels an event (e.g., workshop, retreat), you will receive a full refund of the event fee.
• If you cancel your participation in an event, the following refund policy applies:
• Cancellations made more than 30 days before the event: Full refund.
• Cancellations made 14-30 days before the event: 50% refund.
• Cancellations made less than 14 days before the event: No refund.

Payment Disputes

• If you have a billing dispute or believe that a charge is incorrect, contact our customer support team to resolve the issue.
• We will investigate the matter and provide a resolution within 7 business days.
• Filing a chargeback with your credit card company without contacting us may delay the resolution process.

Exceptions

• Fitness First reserves the right to make exceptions to this Cancellation and Refund Policy on a case-by-case basis.
• Exceptions may be granted in cases of medical emergencies, unforeseen circumstances, or other extenuating factors.

Changes to This Policy

• Fitness First reserves the right to update or modify this Cancellation and Refund Policy at any time.
• Changes will be communicated via email or platform notifications.
• Continued use of the platform after changes constitute acceptance of the updated policy.

Modification Policy - Fitness First

This Modification Policy outlines the terms and conditions regarding changes to services, content, features, and policies offered on Fitness First. By using our platform, you agree to comply with this policy.

Service Modifications

• Fitness First reserves the right to modify, suspend, or discontinue any aspect of our services at any time, with or without notice.
• Service modifications may include changes to content offerings, platform features, pricing, or availability.
• We will make reasonable efforts to notify users of significant service modifications, but we are not obligated to do so.

Content Modifications

• Fitness First reserves the right to modify, remove, or update any content on our platform, including but not limited to:
• Yoga classes and routines
• Wellness videos
• Articles and blog posts
• User-generated content
• Content modifications may be made to improve quality, accuracy, or relevance, or to comply with legal or regulatory requirements.

Feature Modifications

• Fitness First may add, remove, or modify features on our platform to enhance user experience, improve functionality, or address technical issues.
• Feature modifications may include changes to user interfaces, navigation, search functionality, or interactive tools.
• We will provide documentation or tutorials to help users understand and adapt to new or modified features.

Policy Modifications

• Fitness First reserves the right to update or modify our policies, including but not limited to:
• Terms of Service
• Privacy Policy
• Payment Policy
• Cancellation and Refund Policy
• Security Policy
• Instructor and Partner Policy
• Policy modifications will be communicated via email or platform notifications.
• Continued use of the platform after changes constitutes acceptance of the updated policy.

Pricing Modifications

• Fitness First reserves the right to modify pricing for subscriptions, products, or services offered on our platform.
• Pricing modifications may be made to reflect changes in costs, market conditions, or service offerings.
• We will notify users of significant pricing modifications at least 30 days before the changes take effect.
• Users have the option to cancel their subscriptions or purchases if they do not agree with the pricing modifications.

User-Generated Content Modifications

• Fitness First reserves the right to modify or remove user-generated content that violates our Terms of Service or community guidelines.
• User-generated content modifications may include editing, censoring, or deleting content that is offensive, harmful, or inappropriate.
• We will notify users if their content has been modified or removed, and we will provide an explanation for the action.

Instructor and Partner Modifications

• Fitness First reserves the right to modify agreements with instructors and partners, including changes to compensation, responsibilities, or deliverables.
• Instructor and partner modifications will be communicated in writing and will take effect as specified in the modified agreement.
• Instructors and partners have the option to terminate their agreements if they do not agree with the modifications.

Notification of Modifications

• Fitness First will make reasonable efforts to notify users of significant modifications to services, content, features, or policies.
• Notifications may be provided via email, platform notifications, or announcements on our website.
• We encourage users to review our policies and terms of service periodically to stay informed of any changes.

User Feedback

• Fitness First welcomes user feedback regarding modifications to our platform.
• You can provide feedback by contacting our customer support team or by submitting suggestions through our feedback form.
• We will consider user feedback when making future modifications to our services, content, features, or policies.

Customer Support - Fitness First

This document outlines the customer support services provided by Fitness First. We are dedicated to ensuring you have a positive and seamless experience with our platform.

Support Channels

We offer multiple channels for customer support to assist you with any questions, issues, or concerns. You can reach our support team through the following methods:

a. Email:

• Send an email to support@fitnessfirst.com for general inquiries, technical issues, and account-related questions.
• We aim to respond to all email inquiries within 24-48 hours.

b. Phone:

• Call our customer support hotline at +1 (650) 674-4081 for urgent issues or detailed assistance.
• Phone support is available Monday to Friday, 9:00 AM to 5:00 PM (EST).

c. Help Center:

• Visit our comprehensive Help Center on our website for self-service support.
• The Help Center includes FAQs, troubleshooting guides, and tutorials to help you resolve common issues.

d. Community Forum:

• Join our community forum to connect with other Fitness First users, share tips, and ask questions.
• The community forum is monitored by our support team and experienced users.

Support Hours

• Monday to Friday: 9:00 AM to 5:00 PM (EST)
• Weekends and Holidays: Limited support via email and community forum
• We strive to provide timely and effective support to all our users. Please note that response times may vary depending on the volume of inquiries.

Types of Support

We offer support for a wide range of topics related to Fitness First, including but not limited to:

a. Account Management:

• Assistance with creating, updating, and managing your account.
• Help with password resets, profile settings, and subscription management.

b. Technical Issues:

• Troubleshooting technical problems with our website, apps, or streaming services.
• Support for browser compatibility, device compatibility, and software updates.

c. Content Support:

• Guidance on accessing and navigating our content library.
• Help with finding specific yoga classes, wellness programs, or instructors.

d. Billing and Payments:

• Assistance with billing inquiries, payment methods, and subscription renewals.
• Support for refunds, cancellations, and promotional offers.

e. General Inquiries:

• Answering general questions about Fitness First, our mission, and our services.
• Providing information about upcoming events, workshops, and retreats.

Response Times

• Email: 24-48 hours
• Live Chat: Immediate (during business hours)
• Phone: Immediate (during business hours)
• Help Center: Immediate (self-service)
• Community Forum: Within 24 hours
• Please note that response times may be longer during peak periods or holidays.

Support Etiquette

• Be clear and concise in your communication.
• Provide as much detail as possible about your issue or question.
• Be respectful and courteous to our support agents.
• Avoid using offensive language or making personal attacks.
• Allow our support team reasonable time to investigate and resolve your issue.
• We reserve the right to refuse support to users who violate these guidelines.

Escalation Process

• If you are not satisfied with the support you receive, you can escalate your issue to a higher level of management.
• To escalate your issue, please follow these steps:
• Contact our support team and explain that you would like to escalate your issue.
• Provide a detailed explanation of your issue and the steps you have already taken to resolve it.
• Request to speak with a supervisor or manager.
• If you are unable to reach a satisfactory resolution, you can send an email to escalation@fitnessfirst.com with all relevant details.
• We will review your escalated issue and provide a response within 3 business days.

Feedback and Suggestions

• We value your feedback and suggestions for improving our customer support services. You can provide feedback through the following channels:
• Feedback Form: Complete the feedback form available on our website.
• Email: Send an email to feedback@fitnessfirst.com.
• Community Forum: Share your thoughts and ideas in our community forum.
• We appreciate your input and will use it to enhance the quality and effectiveness of our customer support.

Complaint Policy - Fitness First

This Complaint Policy outlines the procedures for raising concerns and filing complaints regarding services, content, or user experiences on Fitness First. We value your input and are committed to addressing your concerns in a fair and timely manner.

How to Raise a Complaint

If you have a serious concern or complaint regarding our services, content, or user experiences, we encourage you to file a formal complaint.

Complaints should be submitted in writing through the following channels:

• Complaint Form: Complete the complaint form available on our website or platform.
• Email: Send an email to complaints@fitnessfirst.com.

Please provide a detailed description of the issue, including relevant dates, times, and individuals involved.

Include any supporting documentation or evidence that may help us investigate your complaint.

Complaint Handling Process

• Upon receiving a complaint, we will acknowledge receipt within 3 business days.
• We will assign a dedicated investigator to review the complaint and gather relevant information.
• We may contact you to request additional details or clarification.
• We will conduct a thorough investigation and take appropriate action to address the issue.
• We will provide a written response to your complaint within 14 business days, outlining our findings and proposed resolution.

Escalation Process

If you are not satisfied with the resolution provided, you may escalate your complaint to a higher level of management.

• To escalate your complaint, send an email to escalation@fitnessfirst.com, referencing your original complaint and the reasons for your dissatisfaction.
• Your escalated complaint will be reviewed by a senior manager, who will conduct a further investigation and provide a final resolution within 7 business days.

Confidentiality

• We will treat all feedback and complaints with strict confidentiality.
• Your personal information will be protected in accordance with our Privacy Policy.
• We will only disclose your information to individuals who need to know in order to investigate and resolve your complaint.

False or Malicious Complaints

• We reserve the right to disregard or take action against false or malicious complaints that are intended to harm our reputation or disrupt our services.
• We may pursue legal remedies against individuals who submit false or malicious complaints.

Continuous Improvement

• We are committed to using feedback and complaints to continuously improve our services, content, and user experiences.
• We will regularly review feedback and complaints to identify trends, patterns, and areas for improvement.
• We will implement changes and updates based on feedback and complaints to enhance the quality and effectiveness of our platform.