Shipping policy

SHIPPING & SERVICE DELIVERY POLICY

The Athlete HQ
Last Updated: 31 August 2026

1. No Physical Shipping

The Athlete HQ is an online sports performance coaching service.

We do not currently sell or ship physical products. All coaching services are provided digitally and are delivered online.

Therefore, customers will not receive physical packages, parcels, clothing, equipment, or other physical goods from The Athlete HQ.

2. How Coaching Is Delivered

All coaching sessions are conducted online through Google Meet.

After purchasing a coaching service, customers will receive the relevant information required to access their coaching sessions, including:

Google Meet session details;
Appointment or session information;
Instructions for joining the session; and
Any additional information required to participate in the coaching programme.

Where applicable, training programmes, resources, assessments, or other digital materials may be provided electronically.

3. Google Meet Requirements

Customers are responsible for having:

A suitable smartphone, tablet, laptop, or computer;
A stable internet connection;
A functioning microphone;
A camera where required;
Access to Google Meet; and
A suitable environment in which to participate in coaching.

The Athlete HQ is not responsible for technical problems caused by a customer's device, internet connection, software, or other equipment outside our reasonable control.

4. Booking and Session Information

Where a coaching service includes scheduled one-on-one sessions, the customer will receive the applicable session details electronically.

Customers are responsible for attending their scheduled sessions on time.

If a customer is late, the session may still end at the originally scheduled time unless otherwise agreed with the coach.

5. Missed Sessions

If you are unable to attend a scheduled coaching session, please contact The Athlete HQ as soon as reasonably possible.

Where reasonable notice is provided, we may offer an alternative session time subject to coach availability and the terms of the coaching package purchased.

Repeated missed sessions or failure to attend without reasonable notice may affect the ability to reschedule sessions.

Any cancellation or rescheduling terms applicable to a specific coaching package will be communicated before purchase.

6. Service Delivery Timeframes

Following successful payment, The Athlete HQ will provide the customer with the information necessary to begin the purchased coaching service within the timeframe stated on the relevant service or checkout page.

If no specific timeframe is stated, we will make reasonable efforts to contact the customer and arrange the commencement of the service promptly.

If we are unable to provide a purchased service within the agreed timeframe, we will communicate with the customer and provide the remedies available under applicable South African law.

7. Digital Materials

Where your coaching service includes digital materials, these may be delivered through:

Google Meet;
Email;
Online platforms;
Digital documents;
Training applications; or
Other digital methods communicated by The Athlete HQ.

Digital materials do not require physical delivery.

8. International Customers

The Athlete HQ may provide online coaching to customers located outside South Africa where the relevant service is available.

Because our services are delivered digitally, there are no international shipping charges, customs duties, or physical delivery requirements for the coaching service itself.

Customers remain responsible for having suitable internet access and any equipment required to participate.

9. Service Interruptions

We will make reasonable efforts to ensure that scheduled coaching services are available as agreed.

Occasionally, circumstances outside our reasonable control may affect a session, including:

Internet outages;
Google Meet or third-party platform outages;
Power interruptions;
Technical failures;
Natural disasters;
Emergencies; or
Other circumstances beyond our reasonable control.

Where a session cannot reasonably take place due to an issue on our side, we will make reasonable efforts to reschedule the session or provide an appropriate alternative in accordance with the applicable service terms and South African law.

10. No Shipping Address Required

Because The Athlete HQ provides digital coaching services, customers will generally not be required to provide a shipping address at checkout.

If Shopify requests an address for technical or payment-processing reasons, this does not mean that a physical product will be shipped.

11. Refunds and Cancellations

This Shipping & Service Delivery Policy should be read together with our Terms of Service and Refund & Cancellation Policy.

Nothing in this policy is intended to remove or restrict any consumer rights available under applicable South African law.

For electronic transactions, statutory cancellation rights may apply in certain circumstances, including the provisions applicable to electronic services. Certain exceptions can apply where services have begun with the consumer's consent before the applicable cooling-off period expires.

12. Contact Us

If you have any questions regarding the delivery of your coaching service, please contact us:

The Athlete HQ

Email: support@theathleteshq.co.za

Website: www.theathleteshq.co.za