Cancellations & Refunds

1. Cancellation Policy

1.1 Before Membership Start Date

Memberships can be cancelled before the start date with the following conditions:

• 24+ hours before start: 100% refund (minus payment gateway charges)
• 12-24 hours before start: 50% refund
• Less than 12 hours: No refund

1.2 After Membership Activation

Once a membership is activated (first check-in completed), it cannot be cancelled or refunded. Memberships are non-transferable and cannot be shared with other users.

2. Refund Process

2.1 Refund Timeline

• Refund requests are processed within 3-5 business days
• Approved refunds are credited within 7-10 business days
• Refund mode will be the same as payment mode (card/UPI/net banking)
• Payment gateway charges (approximately 2-3%) are non-refundable

2.2 Refund Eligibility

Refunds are applicable in the following cases:

• Cancellation before membership start (as per policy above)
• Gym permanently closed or service unavailable
• Technical errors resulting in duplicate charges
• Gym owner rejects the booking

3. How to Request Cancellation

To cancel a membership:

1. Log in to your FitLocate account
2. Go to "My Memberships" in your dashboard
3. Select the booking you wish to cancel
4. Click "Request Cancellation"
5. Provide a reason for cancellation
6. Submit the request

You will receive a confirmation email once your cancellation request is processed.

4. Non-Refundable Scenarios

Refunds will NOT be provided in the following cases:

• Membership already activated (first check-in completed)
• Cancellation request after validity period has ended
• User dissatisfaction with gym facilities (unless false advertising can be proven)
• Change of mind after activation
• Failure to utilize the membership within validity period

5. Gym Closure or Service Issues

If a gym permanently closes or becomes unable to provide services:

• Unused membership days will be calculated
• Pro-rated refund will be issued
• Platform commission is non-refundable
• Refund will be processed within 7-10 business days

6. Payment Failures

In case of payment failures or technical errors:

• Amount will be auto-refunded by Razorpay within 5-7 business days
• If amount is deducted but booking not confirmed, contact support immediately
• Keep transaction ID ready for faster resolution

7. Modifications

Membership dates cannot be modified once booked. To change dates, you must cancel the existing booking (subject to cancellation policy) and create a new booking.

8. Dispute Resolution

For any disputes regarding cancellations or refunds:

1. Contact our support team through the Contact Us page
2. Provide booking ID and transaction details
3. Our team will review and respond within 48 hours
4. Final decision rests with FitLocate management

9. Platform Commission

The 5% platform commission charged on bookings is non-refundable, even in case of cancellations. Refunds, when applicable, are calculated after deducting the platform fee and payment gateway charges.

10. Contact for Support

For cancellation or refund-related queries, please contact us through our Contact Us page with your booking details. Our support team is available to assist you.