Cancellations and refunds

This is a quick summary. The full text is in our Cancellation and Refund Policy.

Before the trainer accepts

You can cancel a booking request at any time before it is accepted, free of charge. We release the hold on your card immediately on our side.

After your booking is confirmed

• If you cancel at least 24 hours before the session: cancelling is free and you get a full refund, platform fee included.
• If you cancel within the last 24 hours before the session: you may not get a full refund. The cancellation screen shows the exact amount you will get back before you confirm, based on the cancellation terms shown in your booking summary when you paid.
• If you miss the session without cancelling: it is treated as a late cancellation.

Rescheduling

You can ask for a new time from the booking page as long as the session is at least 24 hours away. The request goes to your trainer: if they accept, your booking moves to the new time at no cost; if they don't, the original time stands.

If your trainer cancels or doesn't show up

• If your trainer cancels at any time, you get a full refund, platform fee included.
• If your trainer doesn't show up, report it from the booking page within 24 hours of the session's end time. Once we have reviewed the report, you get a full refund.

When will my refund arrive?

Refunds always go back to the original payment method. We send the refund as soon as it is approved; when it shows in your account depends on the bank that issued your card and can take a few working days.

Emergencies

If a medical emergency or something beyond your control stops you from attending, contact our support team from the booking page. We look at every case individually.