A Few Ground Rules

You like saving money, right?

Who doesn’t?

Since day one, we’ve been focused on keeping our service affordable. We’re also investing heavily in developing new features, running conversion tests, and improving the value you receive every week.

To keep doing both of these things we need you to help us out and follow a few ground rules.

  • Understand Kilo's Terms of Service.

    The terms of service detail what is and isn't included with your Kilo subscription. You signed this document when you purchased and should have a copy in your inbox. In case you lost it, you can find the latest version here. The TOS also references and holds to our Terms, Privacy Policy, and Pricing on the Kilo website here.

  • Before contacting support, try our knowledge base.

    It's completely searchable! We've spent hours making these training videos for you, so please use them.

  • Direct all support requests to hello@usekilo.com

    Please resist the temptation to send us a Facebook message, text, or personal email about Kilo stuff. Also, please do not post any Kilo or GLM support questions in the Two-Brain Business or other gym-owner-related Facebook groups. We just can't keep things organized and efficient if we have to monitor 50 inboxes. In short, if it's related to your Kilo product, send your query to hello@usekilo.com. We'll still accept memes and pictures of your dog elsewhere.

  • Be clear, concise, and nice when writing to our support team

    We get it, you’re busy and the deadline is ASAP. Here are some tips that’ll help get your project done faster.

    • Remember, a human—with feelings—will be reading your message.

      Please treat them the way you would like to be treated. Unless you like being treated like a jerk. If you’re into that, you should talk to someone.

    • Our support team is amazing, but they cannot read your mind.

      Please provide us with all the information we need to do a good job.

    • Sometimes there will be an additional charge for the work you want to be done (see rule #1.)

      You don’t work for free and neither do we.

    • We’re sorry, but we can’t always “hop on a quick call with you.”

      Supporting you well means having a strong understanding of what you want to be done. When you put those requests in writing, it means that we know exactly what you need without guessing. Detailed support request emails allow us to sort through information and delegate tasks to the proper members of the team quickly, which means your work gets done faster.

  • Remember why you hired us.

    Just like you’re not a fan of the guy who wants to do CompTrain in the back of your gym while class is going on, we’re not a fan of the gym owner who wants to completely redesign our site and platform. For more on this read, How a Web Design Goes Straight to Hell. We’ve spent over $250,000 developing and testing our stuff. We also manage over $1,000,000 a year in online ad spend. You’re in good hands. Believe in the system.

If all of this sounds good, we’re going to get along great.

These ground rules help us keep our prices low and give us the freedom to develop new features, pages, media, and resources for you. We can’t wait to share all of the exciting things we have in store for you.

We’re in this together,

The Kilo Team