Level Up Results is a brick-and-mortar fitness and wellness studio — Level Up Fitness & Wellness Center, in Waltham, MA — that also runs an online coaching division, RESULTS by Twyla. By visiting our website, training with us in-studio, or enrolling in RESULTS by Twyla online coaching, you agree to the Terms & Conditions below.

1. Eligibility

Our online coaching programs (RESULTS by Twyla) require participants to be at least 18 years old and legally competent to contract; by enrolling, you represent that you meet this requirement. In-person sessions at our studio may include participants under 18, provided a parent or guardian has signed a permission form and consented to the collection and use of the minor's information as described in our Privacy Policy.

2. Account Registration

To book sessions, manage your membership, or take part in online coaching, you'll create an account with us and will be asked to accept these Terms and review the Privacy Policy. You're responsible for keeping your account information accurate and current, keeping your password confidential and telling us immediately about any unauthorized use, and all activity that happens through your account. (We use a client app for scheduling, virtual sessions, and progress tracking, but your relationship is with Level Up, not a third-party app.)

3. Scheduling, Attendance & Cancellation

48-Hour Cancellation Policy: all sessions require a minimum of 48 hours' notice to cancel or reschedule — otherwise the session is forfeited.

Monthly Usage Requirement: each billing period begins on your charge date and ends the day before your next charge date; all allowed sessions must be used within that billing period.

Client Responsibility: it's your responsibility to manage your schedule, provide advance notice, and reschedule sessions with us.

Late arrivals do not extend or reschedule session time.

Trainer substitution: another qualified Level Up trainer may conduct your session if necessary, with no effect on billing or session count.

4. Use It or Lose It Policy

Sessions must be used within your billing period. Unused sessions do not carry over and are forfeited at the end of that period — except for the Active Recovery Membership, where unused sessions roll over for one month only.

5. Health, Safety & Participation

Consult with your doctor before making changes to your nutrition or exercise regimen. By participating, you confirm you're physically able to engage in exercise and/or have received medical clearance to do so. Verbal and physical cues may be used to ensure safety and proper form — tell your trainer immediately if you're uncomfortable with any cue. You're responsible for monitoring your own condition during each workout; stop immediately and inform your trainer if you experience unusual symptoms. Do not attend training under the influence of drugs, alcohol, or illegal substances — you will not be trained and will still be charged for the session.

6. Membership Management, Fees & Payment

Package pricing and fees are communicated to you directly before you enroll. Fees are charged automatically each month in USD until you cancel, and are generally non-refundable (see the Privacy Policy's Return and Refund Policy for full detail). Membership services can be cancelled anytime by contacting us — it's your responsibility to cancel your own membership — and any sessions remaining at the end of your final billing period are forfeited. To cancel, go to your app profile or use this link and enter your app login credentials to cancel your subscription: https://app.levelupresults.com/#manage-subscription. By enrolling, you authorize Level Up to charge the card on file monthly for your selected plan, including membership fees and any in-studio purchases and services. This authorization stays in effect until you cancel it in writing. You agree not to dispute charges that match these Terms, and you confirm you're authorized to use the payment method provided. Payments are processed by a third-party Payment Processor; Level Up does not store your full card details.

7. Bonus Session Policy

1-on-1 personal training memberships are priced based on a 4-week month. If a 5th week occurs in a month and falls on your regular training day, that additional session (a “Bonus Session”) is free. A cancelled session that month is automatically made up using the Bonus Session. Reschedules are only approved if the maximum sessions owed in your package have not already been deducted or scheduled. See Section 3 (Scheduling, Attendance & Cancellation) for the full cancellation policy.

8. Weather & Unforeseen Circumstances

In the event of weather advisories or unforeseen circumstances that make travel or training unsafe, Level Up reserves the right to cancel sessions, with notice sent by 9:00 PM the night before. It's your responsibility to keep your contact and notification preferences up to date so you receive this notice. Unforeseen circumstances may include severe weather, power outages, facility issues, emergencies, or other events beyond our control.

9. Assumption of Risk, Force Majeure & Liability Waiver

As with any exercise program, there are inherent risks, including but not limited to serious bodily injury, heart attack, stroke, or death. By participating, you acknowledge these risks and voluntarily consent to participate. By participating, you waive, release, and discharge Level Up Fitness & Wellness Center, its owners, employees, contractors, landlords, property owners/managers, facilities, affiliates, and agents from any liability for injury, cost, damage, expense, or claim arising directly or indirectly from your participation — whether in-studio or through online coaching, including any health issues resulting from following program instructions, videos, or plans. For minors, this waiver is agreed to by the signing parent or guardian on the minor's behalf. Level Up is not liable for delays, interruptions, or cancellations due to force majeure events, including acts of God, pandemics, government orders, natural disasters, power outages, facility issues, or other events beyond our reasonable control. A failure to pay is never considered a force majeure event.

10. Photos, Video & Client Content

You may be able to share photos, videos, or updates with your trainer as part of your program; you continue to own anything you share, and we may keep a copy on file to support your coaching. You must not share another person's personal data, photos, or videos without their consent. Media Release: by participating, you grant Level Up permission to use photographs or video taken during sessions — in-studio or through online coaching — for marketing or promotional purposes. You (or, for a minor, their parent or guardian) may revoke this permission in writing at any time.

11. Acceptable Conduct

You agree not to attempt unauthorized access to our accounts or systems, interfere with our operations, or send spam or unsolicited commercial messages using our name or systems. Our materials, programming, and content are the property of Level Up and are protected by intellectual property law.

12. Availability, Limitation of Liability & Indemnification

We take reasonable steps to keep our studio and online coaching operations running smoothly but are not liable for interruptions caused by technical issues, maintenance, or events outside our control. To the extent allowed by law, we're not liable for indirect, incidental, or consequential damages, including loss of profits, goodwill, opportunities, or data. You agree to indemnify and hold Level Up harmless from any third-party claim arising from your breach of these Terms or misuse of our services.

13. Governing Law & General Provisions

This Agreement is governed by the laws of the Commonwealth of Massachusetts, and disputes are resolved in that jurisdiction. If any provision is found invalid, the remaining provisions stay in effect (severability). This Agreement, together with the Privacy Policy, is the entire agreement between us and replaces any prior discussions.

14. Complaints & Contact

Questions, complaints, or concerns should go to Twyla Everett at ready@levelupresults.com or (781) 697-7331.

15. Acceptance of These Terms

By using our website, training with us in-studio at Level Up Fitness & Wellness Center, or enrolling in RESULTS by Twyla online coaching — or, for a minor, by a parent or guardian doing so on the minor's behalf — you confirm that you've read, understood, and agree to these Terms & Conditions in full.

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