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. A session booked from a package was paid for when you bought the package, and a free intro session costs nothing.

Your booking then sits as pending until the trainer accepts it. You are charged during this period, so until they accept, cancelling always gets your money back in full — and if they still haven't accepted once the session time has passed, we cancel it and refund you in full automatically.

Cancelling a session you booked

You cancel a session yourself, whether it is still pending or already confirmed: open My bookings, choose Cancel booking on the session, and check the refund shown before you confirm. That figure comes from the same rules that send the money, so it is what you get back. Your trainer is told straight away.

A booking your trainer hasn't confirmed yet is always refunded in full when you cancel it, whatever their policy and however close to the session — and a package session goes back into your package.

Once your trainer has confirmed the booking, how much comes back is set by their cancellation policy — the one shown in the booking window before you paid, and on their profile. The policy in force when you booked is the one that applies, even if the trainer changes it later. If a trainer hasn't chosen one, the Standard policy applies.

• Flexible — full refund up to 6 hours before, 50% after.
• Standard — full refund up to 24 hours before, 50% after.

Put simply, for a confirmed booking: a full refund if you cancel before your trainer's cutoff, 50% if you cancel after it but before the session starts, and nothing once the session has started.

Package sessions and free intros

A session booked from a package has no payment of its own, so cancelling it gives back the session rather than money. Cancel it before your trainer has confirmed it, or before their full-refund cutoff once they have, and it goes back into your package to book again; after that it counts as used.

A free intro session costs nothing, so there is nothing to refund when you cancel it.

If the trainer declines your booking

You are refunded in full, automatically. When a trainer declines your booking, our system issues a full Razorpay refund against the original payment at the same moment, whatever their cancellation policy, and you are notified. You do not need to ask us for it. A package session they decline goes back into your package.

If the trainer doesn't confirm in time

You are refunded in full, automatically. Your trainer can accept a booking up to 1 hour before it starts. One they never accepted is cancelled for you once the session time has passed, and the whole payment is refunded to your original payment method, whatever their cancellation policy. A package session goes back into your package instead. We tell you by email and in the app.

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.

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 cancel a trial from My bookings until the class starts, which frees your place for someone else. Each class has one free trial per person, and a cancelled trial still counts as that one.

How refunds reach you

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

A refund on a confirmed booking is the share your trainer's policy allows — the full amount, 50%, or nothing; a booking that was never confirmed is always refunded in full. We never deduct a platform fee from it, because we do not add one to the booking.

If an automatic refund fails — a payment provider outage, for example — your cancellation still stands and the failure is flagged to us to pay by hand. Contact us if a refund you were told to expect has not appeared.

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

For anything you can't sort out from My bookings — a trainer who didn't turn up, or a refund that hasn't arrived — email 030405sj@gmail.com or write to FindMyTrainer, HIG 835, Sector 70, Mohali, Punjab 160062, India. Include your booking date, time and trainer name so we can find it quickly. Our Contact Us page also has our phone number.