Draft — under legal review
This text is a draft that our legal counsel has not approved yet, and it may change before it takes effect.
Cancellation and Refund Policy
Last updated:
This policy applies to every booking made through trainer.sa and should be read together with our Terms of Service. When you pay, the booking summary shows the cancellation terms that apply to your booking; if they differ from this page, they take precedence.
1. Policy summary
| Situation | What happens to the money |
|---|---|
| The trainee cancels before the trainer accepts | Nothing is charged; the hold is released |
| The trainer declines or doesn't reply within 12 hours | Nothing is charged; the hold is released |
| The trainee cancels at least 24 hours before the session | Full refund, platform fee included |
| The trainee cancels within the last 24 hours before the session | Per the late-cancellation terms shown at booking |
| The trainer cancels or doesn't show up | Full refund, platform fee included |
| The trainee misses the session without cancelling | Treated as a late cancellation |
2. Before the trainer accepts
A trainee can cancel a booking request at any time before it is accepted, free of charge. If the trainer declines or doesn't reply within 12 hours, the request is cancelled automatically. In all these cases nothing is charged and the hold on the payment method is released.
3. Cancellation by the trainee after confirmation
- Free cancellation: if the trainee cancels at least 24 hours before the session, they get a full refund, platform fee included.
- Late cancellation: if the trainee cancels within the last 24 hours before the session, the refund follows the late-cancellation terms shown in the booking summary at payment, and the exact amount appears on the cancellation screen before they confirm.
4. Rescheduling
A trainee can ask for a new time as long as the session is at least 24 hours away. If the trainer accepts, the booking moves to the new time at no cost; otherwise the original time stands. Within the last 24 hours, the time can only change if the trainer agrees; if they don't, the original booking stands, and cancelling it follows the late-cancellation terms.
5. Cancellation by the trainer
If a trainer cancels a confirmed session at any time, the trainee gets a full refund, platform fee included. Repeated cancellations affect how a trainer appears in search results and can lead to their account being suspended.
6. Missed sessions
- If the trainer doesn't show up: the trainee reports it from the booking page within 24 hours of the session's scheduled end, and after we review the report the trainee gets a full refund.
- If the trainee doesn't show up: the session is treated as a late cancellation. We advise trainers to wait a reasonable time and message the trainee in the app before treating the session as missed.
7. Problems during a session
If a session wasn't delivered as agreed, the trainee can report a problem from the booking page within 24 hours of its scheduled end. The trainer's earnings for that session are held while we review the report and hear from both sides; we then decide on a full refund, a partial refund or no refund, and explain the decision to both parties.
8. How and when refunds are paid
- Refunds always go back to the payment method used for the booking.
- We send the refund or release the hold as soon as it is approved. When it shows in the trainee's account depends on the bank that issued the card and can take a few working days.
9. Exceptional circumstances
In emergencies beyond either party's control, such as a sudden health problem or force majeure, contact our support team from the booking page. We decide each case on its merits, fairly to both the trainee and the trainer.