COLLECTION OF INFORMATION
We collect information so you don’t have to go looking for it and ultimately to provide a much better, more thorough and seamless service.
We either receive information directly from you or we get information from your use of our services.
Information directly from you:
When you sign up for a RISE account we’ll ask for personal information like your name, address, phone number and payment details. If you want to use and book our services, we will also ask you to create a profile which may include a photo.
Social media or email
You might use, comment or message using social media platforms like Facebook, Instagram, Twitter or LinkedIn, enter in discussions or competitions or send personal information via email.
Information from your use of our services:
We may collect technical information from your mobile device or your use of our services through a mobile device, for example, location data and certain characteristics of, and performance data about your device.
We may collect information about your usage of the website/app and information about you from the messages you send via the on-app chat feature.
The App may use GPS locator capabilities to identify your current location for the purposes of delivering our services. The communication standards for our services include, but are not limited to: SMS, GPS, and web-based browser technology. In order to use the App, you must maintain an active account with a carrier of electronic communications through mobile devices.
USE OF INFORMATION
- Your information will enable us to contact you or give you access to the website, application and to help supply the services you have requested. It will also allow us to bill you for any services you have booked through our application. We will also use the information we collect so that we can administer, support, improve and develop our business.
- We may use your information to contact you for your views on our services and to notify you occasionally about important changes or developments to our services. We may also use your information to let you know about our other products and services that may be of interest to you including services that may be the subject of direct marketing and we may contact you to do so by post, telephone, mobile messaging as well as by e-mail.
If you do not want us to use your data in this way or change your mind about being contacted in the future, please let us know by using the contact details set out below and/or amending your profile accordingly.
DISCLOSURE OF INFORMATION
We do not share personal information with companies and individuals outside of RISE unless one of the following circumstances apply:
When we have your consent to do so
For example, as a Partner you may wish to have your information displayed on our Website to show that you are affiliated with us. You may consent to having your details used on promotional and marketing material, or on social media posts/blogs in order for us to promote your services.
For legal reasons
To comply with any legal obligation or to enforce our terms and conditions, or to protect the rights of our partners, we may use the information you provide to us. This includes exchanging information with third parties in order to protect and prevent fraud.
RISE engages carefully selected third party partners, including service providers who perform various services on our behalf. These companies and individuals may process your information, for example through processing purchases, delivering products and services, providing search results and communicating with you (in-app chat, phone, email or otherwise).
Our mobile application may send push notifications to your device. If you have consented to this and no longer wish to receive these notifications, you will be able to turn them off on your device. The application may also request access to your calendar and camera. Again, you may edit your settings on the application should you no longer wish the app to have this access.
The password you chose enables you to access certain parts of our site (as a Partner), or app (as a User) and here you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
ACCESS AND UPDATING INFORMATION
RISE understands it is important that you have access and control over your personal information. You can view and change your personal settings on the application and Partners can view and change personal settings on the Partner Toolkit on the website.
You may also email us on firstname.lastname@example.org, making it clear what personal information you would like us to remove from our database.
If you choose to make a referral to tell a friend about the RISE app via email or SMS, we will ask for your friend’s email address and/or telephone number. We will automatically send your friend an email or SMS, inviting them to visit or download the RISE app. This information will be stored for the purpose of sending this message and to track the success of the referral system.
For any comments or queries, please email us at email@example.com
What’s the RISE cancellation policy? It’s a question we get from time to time!
- There is no charge if you make a mistake, such as double booking you diary (ouch, the hubbie’s working late or I just wanna party instead), and realize quickly after booking (within 15 minutes).
- If you cancel within 24 hours there is a 10% charge.
- If you cancel within 12 hours of a session time, you will be charged 50% of the session cost.
- If you cancel within 2 hours of a session, you will charged for the full session.
- If you miss a session you will be charged for the full session.
Simplicity – Peace of mind, knowing if you make a mistake, such as double booking, have 15 minutes to cancel!
Fairness – Our Partners make a commitment to hold a space in a class or a slot in their professional schedule for you. If you can’t make a session you’ve committed to it costs them time and money, in fact it could mean they simply lose the ability to train or coach for that session entirely. Therefore it’s only fair after you have booked the session, that it is reasonably assumed you want to do it and if you have to back out, there is some level of compensation for the Partner who needs to search for other customers.
A Better RISE– When people cancel frequently, Partners feel let down burned and are less likely to place sessions on RISE. This leads to a poorer choice of Partners in your area, which defeats the purpose of what we are here to do! RISE is efficient and elegant fitness & wellbeing booking, unnecessary phone calls or emails, and backing out of bookings is just not how we Rise!
The fine print:
If you cancel within 10 minutes, you won’t be charged.
If you tap the cancel button after 10 minutes, we will let you know that a fee will apply if you confirm the cancellation if you are within 24 hours of the session.
If your Rise session Partner does not show, for example for a 1-on-1 coaching session, then we will happily waive the cancellation charge (and refund the full booking fee).
So be sure to cancel as soon as possible to avoid a charge and more importantly, maintain the RISE Zen-balance of happy Partners & Customers. If you want to challenge a charge, just reply to your email receipt and we’ll take a look and get back to you!
- Stripe do not charge a fee for cancellation or refund
If you have completed a session with a Rise Partner but are not happy with the quality and believe you should receive a refund, please get in touch and we will do our best to accommodate you. In accordance with our fair usage terms we will open up a case (it’s ok, we work quickly) with the Partner (anonymously) and discover the facts in order to best deal with any issues.
Refunds to Partners
Obviously we don’t want you to get to this point. If you have a problem with Rise as a service, let us know and we will do our very best to get you happy again. If it’s within our control, then we’ll make it happen.
If you cancel an annual membership (paid monthly or once a year) within 14 days, you will receive a full refund. Otherwise, you are billed 50 percent of your remaining contract obligation. For example if you pay monthly, we will bill you 50% of the month remaining.