Refund Policy

1. Scope

2. Platform Subscription Refunds (Organisations)

3. Booking Refund Rules (Organisation Customers)

3.1 Class and Block Cancellation Window

A customer can cancel an eligible class or block booking before its scheduled start time. The refund outcome shown during booking depends on the selected resource and the way the booking was paid.

3.2 Class and Block Refund Policy Types

3.3 Classes

• A booking made directly with a booking credit receives its original credit back where the selected policy allows it.
• Included membership and block entitlements are reusable and are not consumed by an individual booking cancellation.
• A paid class or whole-block booking refunds either to the original payment method or as the displayed number of booking credits, depending on the terms shown at booking.
• Under a Non-refundable class or block policy, no monetary or booking-credit refund is issued when the customer cancels.
• If the Organisation cancels the class or whole block, paid bookings are returned to the original payment method and originally spent credits are restored rather than replaced with a configured booking-credit refund.

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 after the booking has started.
• 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.