Refund Policy

1. Scope

2. Platform Subscription Refunds (Organisations)

3. Booking Refund Rules (Organisation Customers)

3.1 Cancellation Window

For class and facility bookings, refunds are determined using a 24-hour cutoff before the scheduled start time.

3.2 Refund Policy Types

3.3 Classes

• For classes cancelled 24 hours or more before start time, bookings paid directly with credits can receive that credit back where the selected class policy allows it.
• Block-backed class bookings may return the relevant block entitlement when the selected class policy allows it.
• Pay-as-you-go class bookings cancelled 24 hours or more before start time may refund as booking credit when Organisation credits are enabled, or as cash to the original payment method, depending on the selected class policy.
• Under a No refunds class policy, no credit, block, or cash refund is issued even if the class is cancelled before the 24-hour cutoff.

3.4 Facilities

• For facility bookings cancelled 24 hours or more before the booked start time, the selected facility policy determines whether the outcome is a credit refund, a cash refund, or no refund.
• Where credits are enabled for the Organisation, pay-as-you-go facility bookings under aStandard policy may refund as booking credit instead of cash.
• Under a No credit refunds facility policy, early pay-as-you-go cancellations refund to the original payment method instead of converting to booking credit.
• Under a No refunds facility policy, no refund is issued for that facility booking.

3.5 Included, Membership, or Free Bookings

Where no separate class or facility payment was taken, no monetary refund applies. Any access entitlements are managed under the relevant Organisation's membership terms.

3.6 Waitlist and Pending Payment

• Joining or leaving a waitlist does not charge a fee.
• If a pending payment booking is cancelled before payment is completed, no payment refund is required.
• Credit pack purchases, block purchases, memberships, and other products are governed separately and are not changed by the class/facility cancellation policies described on this page.

4. Refund Method and Timing

• Credit refunds are applied to the relevant credit wallet or pack in-app.
• Monetary refunds are returned to the original payment method through Stripe.
• Card refund settlement times depend on card networks and banks and can take several business days.

5. Situations That Usually Do Not Qualify for Refunds

• User cancellations made less than 24 hours before start time.
• No-shows.
• Change of mind after the relevant cancellation cutoff.
• Unused access where no separate booking payment was made.

6. Consumer Rights and Legal Position

7. Contact

If you have a refund-related question, contact:

8. Policy Changes

We may update this Refund Policy from time to time. Updated versions are effective from publication on this page.

This policy should be read together with our Terms and Conditions.