Refund & Cancellation

How payment works

A session is paid for in full at the moment you book it, through Razorpay. The amount is the trainer's own rate, plus their travel fee where the session is at your home; it is shown to you before you pay and is set by the trainer, not by us.

Your booking then sits as pending until the trainer accepts it. You are charged during this period, which is why the two sections below exist.

If the trainer declines your booking

You are refunded in full, automatically. When a trainer rejects a pending booking, our system issues a full Razorpay refund against the original payment at the same moment, and you are notified. You do not need to ask us for it.

If that automatic refund fails for any reason — a payment provider outage, for example — the rejection is still recorded and the failure is flagged to us for manual processing. Contact us if a refund you were told to expect has not appeared.

If something goes wrong while you are paying

If your payment succeeds but the booking cannot be created — most commonly because someone else took that slot in the seconds while you were paying — the payment is refunded automatically and you are told so on screen. No booking is created and no money is kept.

Cancelling a session you booked

Every trainer selects one of four cancellation policies when they set up their profile. The one that applies to your booking is the one shown in the booking window before you pay, and on the trainer's profile page.

• Flexible — full refund up to 6 hours before, 50% after.
• Standard — full refund up to 24 hours before, 50% after.
• Strict — full refund up to 48 hours before, 50% after.
• Non-refundable — no refund once booked.

To cancel, contact us with your booking details before the window in your trainer's policy closes. Cancellations are not yet self-service in your dashboard; until they are, we process them for you, and we will honour the policy that was displayed to you at the time you booked.

If a trainer does not turn up

You are entitled to a full refund regardless of the trainer's cancellation policy. Contact us with the booking details and we will process it.

Free gym trials

Trial classes at partner gyms are free, so no payment is taken and there is nothing to refund. You can stop attending at any time.

How refunds reach you

All refunds are issued through Razorpay to the original payment method. We do not hold balances or issue credit. Once we initiate a refund it typically reaches your account within 5 to 7 working days, depending on your bank or card issuer — that final step is outside our control.

Refunds are always for the full amount charged. We do not deduct a platform fee from a refund, because we do not add one to the booking.

Disputes

Trainers are independent professionals, not our employees. Where a dispute is about the quality of a session rather than a cancellation, contact us and we will mediate between you and the trainer in good faith. Our Terms of Service set out the limits of our responsibility.

Getting in touch

Refund and cancellation requests should go to our support team — the Contact Us page has our phone number, email and address. Include your booking date, time and trainer name so we can find it quickly.