2. Ashy Bines Squad

  • WHAT IS SQUAD?

Squad is a wholistic health and fitness program, app and community of women who care about their health and who want to live a fit life, a healthy Life, an inspired life, and most of all a fun and positive life.

 

The Squad program is renowned for helping women lose weight, although it is far more than just a weight loss program.

We are more than just fitness

We are more than just diet

We are more than just affirmations and positive mindset

We are more than just accountability

We are more than just a team of experts who can guide you to success

Most importantly we are EDUCATORS!

 

Our goal is to educate you to ensure that once you have been part of Squad you…

1. Will you have achieved your goals

2. Will you know how to keep your results

3. Will know how you did it, and know how to do it again and again, for yourself, for the rest of your life.

We enable you to be in control. Now is the time for you to take control of your health and happiness.

 

In Squad

When you need support… You’ve got it

When you need advice… You’ve get it

When you need an expert to help with your diet, your exercise program, your hormones, your skin, your anything…. You’ve got it

When you need accountability… You’ve got it

And when you just need a kick up the butt… well that’s there as well


Whether you are a total fitness machine or a girl just starting out on your health journey, whether you are a clean eating chef or someone who burns toast, whether you are already rocking your ultimate bod, or if you still have a few mountains to climb it doesn’t matter..

 

  • WHY SHOULD I CHOOSE SQUAD?

The key ingredient to being part of the SQUAD is your desire and your attitude.

• If you enjoy being fit and healthy

• If you enjoy seeing others succeed

• If you enjoy gaining a greater awareness of your body, health and mind

Then Squad is for you!

 

  • HOW DO I GET STARTED?

There are 2 easy ways to get started

1) Simply sign up at www.ashybines.com/squad

2) Go to your app store for IOS or Android and search Ashy Bines Squad. You can download the app and get started there too.

Once you have the app, you can trial the basic version for 7 days or immediately sign up and join our full community with all of the benefits and features.

We look forward to seeing you over in our supportive and thriving community soon!

 

  • HOW DO I JOIN THE SQUAD COMMUNITY FORUM?

All full members of the Ashy Bines Squad have access to our incredible, supportive and thriving Squad Community Forum. Follow the steps below to request access:

Step 1- Open app and go to CONNECT

Step 2- click on WORLDWIDE FORUM

Step 3- You will automatically be redirected to the Worldwide Forum on Facebook. Please request to be added to the Facebook Worldwide Forum.

Step 4- Wait to be accepted into the Worldwide Forum (note it may take up to 2 business days for access to be granted)

 

  • I AM EXPERIENCING TECHNICAL DIFFICULTIES WITH MY APP. WHAT SHOULD I DO?

Firstly we apologise for any inconvenience experienced. We realise how frustrating it is to have an issue with a program that you are trying to use and we will do our very best to resolve this issue for you as soon as possible.

If you are having app issues we always recommend you to:

1) Make sure you have all the latest updates done on your phone

2) Do a soft reset on your phone

3) Turn your phone on and then off

4) Ensure your phone has storage space left (its funny but many times an app crashes can simply be because of this reason)

5) Make sure you have the latest version of the app. We are constantly updating our program with new features and fixing any bugs that pop up along the way

6) Check your login details

7) You could even try uninstalling the app and then reinstalling it

8) Log out and log back in

If the above steps don’t resolve your issue, please email our team customercare@ashybines.com

 

  • WHEN SHOULD I EXPECT TO HEAR BACK FROM YOUR CUSTOMER CARE TEAM?

It is our commitment to our community to always reply to emails in our inbox within 48 business hours.

Please note that our customer service program puts you in line from your last contact. This means that if you email daily you will continually be put to the back of the queue. The best way to have your complaint seen as quickly as possible is to email just once.

 

  • WHAT ARE YOUR BUSINESS HOURS?

Customer care:  Monday – Friday 9am to 5pm (GMT +10)

 

  • WHAT DO I DO IF I DON’T GET AN EMAIL RESPONSE WITHIN 48 HOURS?

We are incredibly sorry if this has happened, we have a very strict customer care policy to reply to every email within 48 hours.

Please check your spam folder as it may have been redirected into that folder. If it isn’t in there, please check if you have the correct spelling of our email address: customercare@ashybines.com .

If all of this is checked and still no response, please email again or contact us through our website chat at: www.ashybines.com . Please make sure to make us aware that your email has not been responded to so we can get to the bottom of the issue and ensure this never happens to you or another customer again

Please remember our customer care team works Monday to Friday 9am to 5pm. If you have emailed after 5pm on a Friday or on the weekend you will be responded to before 11.59pm Tuesday night.

 

  • WHEN SHOULD I EXPECT PAYMENTS TO BE PROCESSED?

Payments are processed on an individual basis, as per your sign up date and membership option selected:

• If you are on a monthly membership your payments will be once per month.

• If you are on a 3 monthly membership your payments will be once every 3 months.

• If you are on a 12 monthly membership your payments will be once every 12 months.

 

  • HOW DO I ACCESS MY CUSTOMISED FITNESS PLAN?

To access your customised fitness plan, follow the steps below:

> Log in to your SQUAD App

> Go to TRAIN

> Click on CUSTOM WORKOUT PROGRAM

> You will then be asked to enter your goals and complete a personal health questionnaire. This will create your customised program.

 

If you have created a program previously and would like to change your goal or preferences please go to:

MENU > SETTINGS > EXERCISE

From there you will be able to redo your questions.

 

  • HOW DO I ACCESS MY CUSTOMISED NUTRITION PLAN?

To access your customised nutrition plan, follow the steps below:

> Log in to your SQUAD App

> Go to NOURISH

> Click on CUSTOM NUTRITION PLAN

> You will then be asked to enter your goals and complete a personal health questionnaire. This will create your customised program.

 

If you have created a program previously and would like to change your goal or preferences please go to:

MENU > SETTINGS > NUTRITION

From there you will be able to redo your questions.

 

  • HOW DO I START AN 8 WEEK CHALLENGE?

There are 2 ways to begin the 8 week challenge:

1) Go to LEARN > 8 WEEK CHALLENGE

2) Go to MENU > 8 WEEK CHALLENGE

 

  • WHERE DO YOU GET YOUR RECIPES FROM?

We create the majority of our recipes in house and have a chef, nutritionist and numerous fitness professionals who work together on creating yummy meals to incorporate into your personalised nutrition plans.

In the past, we learnt some big lessons from hiring contractors to do create original recipes and it is for this reason we are incredibly careful with our recipe creation and keep it within the team.

 

  • WHY HAVE I BEEN REMOVED FROM THE WORLDWIDE SQUAD FORUM?

There are 3 criteria for removing a member from a forum.

1. The first is that they have cancelled their membership.

2. The second is they have been discriminating, harassing or bullying another member.

3. The third is that the member has continually made abusive or inflammatory comments towards the Ashy Bines Group, our staff or another member.

Our customer care team follows these rules implicitly.

 

If you believe you have been mistakenly removed from the Squad Community Forum please contact customercare@ashybines.com. In your email please include your Facebook name and a link to your profile so we can ensure that you were not mistaken for somebody else.

We understand that human error plays a part in this particular system and we hope you accept our apologies if you have been accidentally removed, for any reason.

 

  • WHAT DO I DO IF AN UNKNOWN CHARGE IN MY ACCOUNT APPEARS?

Please email customercare@ashybines.com with your account name, the total amount charged, the date and a screenshot image of the charge on your account.

We endeavour to solve any account queries as quickly as possible so please explain the issue as clearly as possible and include all details above.

We apologise in advance for any inconvenience and look forward to correcting any errors as quickly as possible.

 

  • I PURCHASED THE FINISHERS APP AND IT DOESN’T WORK. WHAT DO I DO?

To troubleshoot this issue, please delete the app and reinstall the most recent version of the app from the app store.

We sincerely apologise for any inconvenience experienced with the bug in the old application.

If you feel you have not received value for money from the Finishers program and do not want to download the new application please contact customercare@ashybines.com and we will be happy to refund your purchase. 

Once again, we apologise for any inconvenience you may have experienced.

 

  • I WAS A MEMBER OF THE LIFE AND IT DOESN’T WORK. WHAT DO I DO?

Please follow the steps below:

1) Go to the IOS or ANDROID store and download the Ashy Bines Squad App and login using your email and password.

2) Go to www.ashybines.com/squad click login and enter your username and password

If you cannot remember your password please or for any reason you cannot seem to login please contact customercare@ashybines.com so we can help you as soon as possible.  We apologise for this inconvenience and look forward to getting you back on line as quickly as possible.

 

  • HOW DO I VIEW, CHANGE OR CANCEL MY MEMBERSHIP?

iTunes: To view, change or cancel your membership please follow this link:

https://support.apple.com/en-au/HT202039

Android: To view, change or cancel your membership please follow this link:

https://support.google.com/googleplay/answer/7018481

 

  • HOW TO I GET IN CONTACT REGARDING A COMPLAINT?

Please email our team customercare@ashybines.com

Feedback is extremely important to us and we are always looking for areas to improve. If you have general feedback we would greatly appreciate if you could please complete our survey: https://www.surveymonkey.com/r/VGK7Y93

 

For any further questions or queries relating the Squad App please contact the team directly via your preferred option below:

• Website: www.ashybines.com/squad

• Email: customercare@ashybines.com