Guide

Selling packs of sessions: what to put in the terms

A pack is money taken in advance for work you have not done yet, so the terms need to be clear before anyone pays.

3 min read · Last checked 22 October 2026 · Sources at the end

This is general guidance, not legal advice. Consumer rules apply to packs, so settle your terms before you sell.

How a pack works

A client pays once for a set number of sessions, for example ten, usually at a lower price per session than paying as they go. You owe them those sessions. That is why the wording matters: you are holding their money, and they need to know exactly what they have bought.

Write down, in plain words: the number of sessions, the price, how long each lasts, and what is and is not included.

Counting sessions down

Decide when a session comes off the pack and say so. The clearest rule is that it comes off when the session has been delivered and settled, not when it is booked. A booked session that does not happen is then a separate question, covered under late cancellations.

Expiry

Most people set an end date, because otherwise you carry the promise for ever. We could not find an official source on how long a pack may last, so we give no figure. If you set one, state it before purchase and put it where the client cannot miss it. Government guidance says terms that could significantly affect the customer must be prominent, and that written terms must be transparent, so it must be easy for a customer to read them. Ask your adviser what a reasonable period is, and what you should do if a client cannot use their sessions through illness or if you cannot supply them.

Transfers

Say whether a pack can be shared or passed to someone else, such as a partner or friend. If you allow it, say whether it needs your agreement. It is your call, but write it down.

Refunds

Government guidance on fair terms says it is unlikely to be fair to make prepayments non-refundable regardless of why the customer cancels. It is more likely to be fair to give a refund of prepayments if the customer is not at fault. It also says you should only keep amounts that cover losses you have actually made. So decide in advance what you will refund if you stop trading or cannot deliver, and what you will do if a client stops using a pack part way. Ask your adviser how to treat unused sessions and any discount the client received.

Late cancellations against a pack

Decide whether a late cancellation uses up a session from the pack, and how much notice you need. Government guidance says a charge must be a genuine estimate of your direct loss and that businesses must take reasonable steps to reduce their losses, for example by offering the slot to someone else. Use the same notice rule you use for single bookings, and say it near the top of your terms. A practical suggestion: allow for genuine emergencies at your discretion.

How we help

A pack comes down by one as each session is settled. If the client cancels late, as your cancellation terms define it, a session comes off by itself and they are told. For a no-show, you take one off with a tap, and you can give a session back. The client is emailed when one session is left, and your To do list shows you the packs that are nearly finished. See our page for personal trainers.

Do this next

Write the pack in one paragraph: sessions, price, length and what is included.
Choose expiry, transfer and refund rules, and check them with a qualified adviser.
Decide what a late cancellation does to a pack.
Show your pack terms before the client pays.

Sources

Gov.uk, Unfair terms explained for businesses (last updated 22 July 2026)
Competition and Markets Authority, Cancelling goods or services: guide for consumers (published 2 March 2016)

Last checked 22 October 2026. General guidance, not legal or tax advice.

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