FAQs

GETTING STARTED

How do I sign up for a subscription?

To sign up for a subscription, click here to select the subscription of your choice. Then proceed to complete the sign up form to begin your subscription.

How do I apply a coupon code when signing up for a subscription?

After selecting your preferred subscription you will be redirected to the sign-up form. Here you will enter all your details and can then enter your coupon code in the ‘Have a coupon?’ field. Then proceed by clicking ‘Sign Up’.

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard and American Express), and PayPal.

When will I see results?

We understand that most people on their weight loss journey want to see physical progress straight away. But it’s important to understand that there’s no quick fix for weight loss and improving your quality of life. Progress can take time – especially when you want to lose weight in a healthy, sustainable way that will stop you from putting it back on.

You may notice you lose weight at a different pace to others as it depends upon a number of different lifestyle factors. But the main way you can speed up your weight loss is to make the most of your program, healthy eating resources, and Women’s Weight Loss Specialist. So much of your journey depends on individual effort and so if you put in 10% effort, don’t expect to see results as quickly as you would putting in 100% effort.

Are the subscriptions suitable for men?

At Phoenix Pro Fitness our mission is to inspire women to move MORE, eat SMARTER and form LIFELONG healthy habits. For this reason, our subscriptions have been specifically designed for women.

While we do not provide subscriptions specifically for men, we have seen amazing weight loss results from men who have followed our programs and healthy eating guidance.

So for men wanting to lose weight and lean up, feel free to join us and take full advantage of the services we offer. We do just recommend communicating with one of our Women’s Weight Loss Specialists so they can modify your programs and menu ideas to better suit you.

PROGRAMS

What is the Move More program and how does it work?

The Move More program is a fun 8-week exercise program, that gets you up on your feet and moving your body in LESS than 10 minutes a day.

The purpose of this program is to make exercise part of your lifestyle, so when you progress to your Weight Loss program, you’ll already have those healthy habits you need to stick with your weight loss journey.

What is the Weight Loss program and how does it work?

The Weight Loss program is a fun, ongoing exercise program, that gets you moving your body more to shred off that extra weight in LESS than 20 minutes a day.

The purpose of this program is to ramp up your exercise so that you burn more fat in each of your workouts, and turn your body into a fat-burning machine so you also burn more fat during the rest of your day.

If you’re determined to see changes as fast as possible, and know you’ll stick with your program, then feel free to skip the Move More program and get straight into your Weight Loss program.

What equipment do I need for the Move More and Weight Loss programs?

For your Move More and Weight Loss workouts you’ll need a bench, step and occasionally a weight. The great news is that you won’t need to buy any of these items as we offer a range of household items that you can use for each.

What do I do once I've completed the Move More program?

Now that you’ve gotten into the habit of moving your body everyday, you can progress onto your Weight Loss program to ramp up your exercise and weight loss.

Is there a target age for the Move More or Weight Loss programs?

Our programs are designed for women aged 45-64, however, they are not purely limited to women within this age range. The same content and information can still be suitable for many women who are younger or more mature, if they are new to exercise or have a beginner’s level of fitness.

If you are ready to start your weight loss journey, regardless of your age, contact one of our Women’s Weight Loss Specialists so they can guide you through your programs and make any modifications as necessary to suit your capabilities. To ensure your safety we also recommend consulting your healthcare professional prior to beginning any new exercise or nutrition program.

Can I complete the Move More or Weight Loss programs with an injury, medical condition or other health risk?

Our programs are not designed to accommodate injuries, conditions or other health risks that could be exacerbated by physical activity. So to ensure your safety, we recommend seeking medical clearance from a healthcare professional prior to beginning any new exercise or nutrition program.

Once cleared and ready to go, contact one of our Women’s Weight Loss Specialists and communicate your situation to them. That way they can substitute any potentially aggravating or high-risk exercises for those which will suit you better.

If you experience excessive pain or discomfort while performing any of our workouts, please inform your Women’s Weight Loss Specialist immediately and advise your healthcare professional.

HEALTHY EATING

What unit of measurement is used in the Low-Calorie recipes?

New Zealand Standard metric cup and spoon measures are used in all recipes.

Standard Measures

1 cup = 250mL
1 tbsp = 15mL
1 tsp = 5mL

Do the Low-Calorie recipes and Menu Ideas cater for dietary preferences & intolerances?

Our Low-Calorie recipes and Menu Ideas are not specifically tailored towards dietary preferences/intolerances, however do include recommendations on how you could adapt your meal plan to suit common dietary preferences/intolerances.

If you would like further assistance in making appropriate substitutions, be sure to contact us.

What is the Healthy Eating Guidance and how does it work?

You complete an honest 3-day food diary and provide that to your preferred Women’s Weight Loss Specialist so they can learn more about your eating patterns. They will then review your food diary, and chat with you about 2-3 small changes that you could implement to steer you towards your goals. After about a week they will check-in with you to see how you got on, and if you’re happy to implement a few more small changes to your eating.

The process repeats and they continue to offer you as many suggestions and as much support as you need to build that healthy eating lifestyle.

1-ON-1 COACHING, SUPPORT & ACCOUNTABILITY

How do I receive 1-on-1 coaching, support and accountability?

Once you become a member you will be given the option to complete a “Tell Us About You” survey. This lets you connect with your preferred Women’s Weight Loss Specialist, and tell them all about your specific goal, lifestyle, health and fitness level, motivations and barriers.

Once submitted, your Women’s Weight Loss Specialist will review your survey and email you within 24 hours to provide 1-on-1 coaching, support and accountability. This includes:

  • Helping tailor the program to always fit around YOU and YOUR lifestyle
  • Modifying exercises to suit YOUR health and fitness level
  • Using your motivations to hold you accountable to your goal
  • Removing barriers that have previously stopped you from losing weight

For further coaching, support or accountability, don’t hesitate to contact your Women’s Weight Loss Specialist at any time and they will get back to you within 24 hours.

ACCOUNT & SUBSCRIPTION

I can't log into my account?

If you can’t log in, first make sure you’re using the correct email address or username and password.

Forgot your password?

If you’ve forgotten your password, select ‘Forgot your password?’ at the bottom of the log in screen. This will automatically send an email to you with a link that you click on to reset your password. If you can’t find the reset password email, please check your clutter/junk/spam folder.

If you are still experiencing issues, please don’t hesitate to contact us by clicking here.

Why has my payment failed?

Your payment may have failed for any of the following reasons:

Insufficient Funds

This means there are insufficient funds in the account associated with the card you purchasing from or in your PayPal account. If this is the case, please ensure sufficient funds are in your account as we will attempt to retake that missed payment.

Incorrect Details

This means the card details you have entered are incorrect and do not match your card. If this is the case, please correct your card information as will will attempt to retake that missed payment. You can do so by following the instructions outlined in “How do I update my payment details for my subscription?”.

Authorisation Denied By Bank

This means your bank has denied the transaction without specifying a reason. If this is the case, please contact your bank.

 

Please keep in mind that we are a New Zealand based company, so some payments from international banks may not be accepted. If you are currently experiencing issues using an international card, we recommend reaching out to your bank to discuss this further.

If you are still experiencing issues, please don’t hesitate to contact us by clicking here.

Why has my subscription expired?

If your subscription has expired, your recurring payments are failing to process. Please follow the instructions outlined in “Why has my payment failed?”.

If you are still experiencing issues, please don’t hesitate to contact us by clicking here.

How do I update my payment details for my subscription?

Credit/Debit Card

To change or update the card used for your subscription, visit My Account > Subscriptions. Then click ‘Update’ and fill in your new card information.

PayPal

If you subscribed using PayPal, you will need to update the card number or bank account that you have attached to your PayPal account.

If you are having trouble, please don’t hesitate to contact us by clicking here.

How do I change my subscription?

To change your subscription, please contact us by clicking here and we can manually alter it for you.

How do I cancel my subscription?

You can cancel your subscription at any time to avoid future payments. To do so, visit My Account > Subscriptions. Then click ‘Cancel’ and when prompted to confirm your cancellation click ‘Yes’.

When cancelling your subscription, the following applies:

  • We recommend cancelling at least 24 hours prior to your next payment date for cancellations to successfully process in time
  • Your weeks will continue to roll-over in the background
  • Cancelling your subscription will not provide refunds unless covered under the 14-Day Money Back Guarantee, nor pro-rate remaining subscriptions
  • After cancelling your subscription, you will be able to continue using our services for the remainder of the billing cycle you have paid for
  • To reactivate your subscription after it expires, you can log back into your account
Refunds and returns

As per our Billing Terms, we do not offer refunds or credits for change of mind, unused subscription periods, accidental purchases, medical conditions, or any similar reason or event, unless covered under the 14-Day Money Back Guarantee or required by law to do so.

However, if you are dissatisfied for any reason or believe you have experienced extenuating circumstances, we encourage you to contact us by clicking here to discuss this further.

You can also find more information about your subscription under “How do I cancel my subscription?”.

Contact Us

Call: +64 27 367 4545 (NZST)
Email: customerservice@phoenixprofitness.com