On the one hand, time spent on phone calls and text messages for a client should be paid for as part of the contractual agreement, but if this article is to be believed, there was no signed contract, and no written and signed understanding of whether or not any refunds would be accommodated, or if the service offered was non-refundable. Lack of a signed contract was a big downfall for the personal trainer here.

Coaching falls under my province's Business Practices and Consumer Protection Act, as supplying a service. Coaching is a service, and follows service-delivery rules and regulations.

https://www.castanet.net/news/....BC/380071/B-C-person

B.C. personal trainer can't charge $990 for phone calls, text messages - BC News - Castanet.net
www.castanet.net

B.C. personal trainer can't charge $990 for phone calls, text messages - BC News - Castanet.net

B.C.’s Civil Resolution Tribunal says a Metro Vancouver personal trainer can’t keep $990 from a fitness agreement with a client just for handling phone calls and text messages.