2. How does the guarantee work?
Partnerunning Academy Programs are designed for you to successfully complete your event. We measure our success by your success and we guarantee your success.
As a participant in a Partnerunning Academy Program you are covered by two specific guarantees. These are the Pay it Forward Guarantee and the Crossing the Line Guarantee.
Pay it Forward enables you to repeat or restart your training program if you have to defer or change your race. Crossing the line enables you to repeat your training program or claim a refund if you start your race injury free and fail to cross the finish line.
We have run more than 45,000 miles (70,000 plus kilometers) side-by-side. In 2012 we will run our 80th marathon together and we have lost count of the number of 5k, 10k and half marathons we have run. Every now and then we enter a race and enthusiastically start training only to discover we can’t make it to the starting line. Sometimes this is due to changes in family and work commitments. On a couple of occasions we have not made it to the starting line due to illness or injury.
The disappointment of not making it to the start is hard to describe and we hope you don’t experience it. However if you do all is not lost. Our Pay It Forward Guarantee means you have not lost your investment in your training program. All you need to do is let us know when completing your weekly training review and we will activate Pay it Forward.
Pay it Forward means we put your training program on hold and you can start again at no additional cost when you enter your next race.
As an example let’s say you have been accepted into the New York Marathon. You have paid for a Partnerunning Academy Marathon Training Package and after 2 months training your boss says you can’t have the time off to travel to New York but promises you can go next year. No problems. Notify us when you complete your weekly training review and we will reset the start day of your training program to the following year. We will even send you a maintenance program and provide a return to running consultation if injury is the problem.
To be eligible for the Pay it Forward Guarantee all you need to do is complete your weekly training review every week and let us know when you need to pay it forward.
Another example of Pay it Forward in action: It is the week before your first 10km race. Your training has gone well and you are looking forward to the big day. Out for your last training run a dog darts out from behind a tree and you swerve to miss the dog but step in a hole and sprain your ankle. Your ankle feels swollen before you hit the ground and your first 10km scheduled for a few days later is no longer possible. We can’t help you get your race entry fee back but your Pay It Forward guarantee will enable you to start your training program again when your ankle is better and you enter your next race.
What do I need to do to be eligible?
It is simple. Complete your training review each week. This provides discipline for your training and helps you improve your performance. It demonstrates you have been training and maintains your eligibility for Pay it Forward.
How do I claim my Pay it Forward Guarantee?
The weekly training review enables you to request your Pay it Forward Guarantee. Any problems please email email@example.com
Does the Pay it Forward Guarantee give me my money back?
No, Pay it Forward does not involve a refund. The purpose of Pay it Forward is to enable you to train for your event and to overcome the challenges of injury and changes in your schedule. When you Pay it Forward we do more work not less.
What do I need to do to be eligible?
It is simple. Complete your training review each week. This provides discipline for your training and helps you improve your performance. It demonstrates you have been training, indicates your injury free status when you reach the starting line and maintains your eligibility for Crossing the Line.
How do I claim my Crossing the Line Guarantee?
The post race review enables you to request your Crossing the Line Guarantee. Any problems please email firstname.lastname@example.org
Why don’t you guarantee finishing times?
There are too many variables to guarantee finishing time. Each course is different and conditions such as hills, wind and temperature make a difference. Furthermore race strategy, diet, taper and race preparation are amongst the variables that help or hinder race performance. These factors are beyond our control and whilst we are certain our programs will enable you to finish it is not possible for us to guarantee exact finishing time.
Why do I have to start my race injury free to claim the Crossing the Line Guarantee?
We advise against running when you are injured. Our programs will ensure your reach the finish line when your start injury free and we guarantee them on that basis.
Injuries that are easy to recover from can become chronic and threaten your ability to keep running if you do not treat them and allow adequate time for recovery. We are committed to long term sustainable running and fitness.
If your are injured our Pay it Forward Guarantee allows you to restart your training when injury free rather than risk further injury by running when injured.
Can I use the Crossing the Line Guarantee to Pay it Forward?
Yes absolutely. If you don’t make it to the finish and want to repeat the program for free you can. We encourage you to take this option so we can assist you identify what went wrong and to succeed in your next attempt. This option is also useful if you become ill during your event. Food poisoning and headaches are two examples of illnesses that can appear during a race.
Does the Crossing the Line Guarantee give me my money back?
Yes you can repeat the program or claim a full refund if your complete the training as indicated by your weekly training reviews, start the race injury free and do not cross the finishing line.
What if I decide I am going to miss my race goal and pull out of the race before I reach the finish line?
Mmm. If you think you might just give up because you will not make your goal time we probably are not the ideal run coaches for you. Our credo is based on never giving up and once we start we finish if at all possible. In fact no matter what we have finished every race we have started from 100 meters to 100km.
That said if you do decide to give up you can still claim the Crossing the Line guarantee under the same conditions as everyone else. We won’t ask any more questions and will rely on you to decide if you deserve a refund.
What if I get timed out and asked to leave the course by the race organizers?
If this happens, and in some events where they have tight cut off times it can, we leave it to you. If you want to Pay it Forward you can. If you think you deserve a refund then just claim it and we will send it to you. It is your choice.
We have finished every race we have started. 100%. We fondly recall the shift from early marathon days when we worried if we would make it to the finishing line to developing confidence in our training system so we now know we will make it in all but the most unusual circumstances.
The Crossing the Line guarantee is pretty straight forward. If your complete your training program and start your event injury free we guarantee your will finish. If you don’t finish your race you can Pay it Forward and repeat the program free of charge. Alternatively you can claim a refund. We guarantee you will finish. We do not guarantee your finish time as there are too many variables (e.g. wind and hills) involved.
As an example let’s say you have completed all your training including your weekly training reviews. You start the London Marathon if perfect fitness. As you cross London Bridge you are knocked over by a giant gorilla costumed Elvis impersonator running to raise funds for charity. You hit the ground with cuts, bruises and a strained knee. Sadly you can’t go on. We can’t imagine how horrible that would be but for any reason if you start injury free and don’t make it to cross the finishing line you can repeat the program or claim a refund.
Another example. Imagine you have done your training and completed your weekly training reviews. You are in great shape and on the starting line in you big race. Maybe it is in Honolulu, Paris, Sydney, Disneyworld, Singapore or Rio de Janeiro. It was a touch warm when you left the hotel and the sun is starting to rise in the sky. Tragically and for an unknown reason you suffer in the heat. Medical staff advise you not to continue and you spend the next few hours on an intravenous drip. The Crossing the Line guarantee covers you in this situation and your are entitled to Pay it Forward or to claim a full refund.