Refund & Cancellation

Overview

FitX7 has no fixed membership, no joining fee and nothing to cancel — you pay per visit or use prepaid credits only when you train. This policy explains when money or credits are returned. It forms part of our Terms of Use.

Credit purchases

• Paid credits stay in your FitX7 wallet and can be used at any Partner or on Trainer sessions in any launched city.
• You can request a full refund of a credit purchase within 7 days of buying it, provided none of the credits from that purchase have been used.
• After 7 days, or once credits from a purchase have been used, credits are not refundable or exchangeable for cash, except where required by law or described below.
• Bonus, promotional, referral and free credits are never refundable or exchangeable for cash.
• Corporate and family wallet plans follow the refund terms in the agreement for that plan.

Partner visits

• Once you confirm a scan and the visit is deducted, the visit is final.
• If you were charged but the Partner could not let you in — for example the facility was closed, over capacity, or the service listed was unavailable — report it in the app or by email within 48 hours. After checking with the Partner, we will return the credits (or the amount paid) in full.
• Refunds are not given for being refused entry because of breaking Partner rules, not carrying ID, or misconduct.

Trainer sessions

• You cancel 12 hours or more before the session: full credit refund to your wallet.
• You cancel less than 12 hours before, or do not show up: the session is charged.
• The trainer cancels or does not show up: full refund, and you can rebook at no extra cost.
• Session packs: unused sessions in a pack can be refunded on a pro-rata basis within the pack's validity period, after deducting any discount given for buying the pack.

Failed, duplicate or incorrect payments

If money was debited but credits did not reach your wallet, or you were charged twice for the same purchase, we will refund the extra amount in full. Most failed payments are reversed automatically by the bank or gateway within 5–7 working days; if not, contact us with your transaction ID.

Purchases through the App Store or Google Play

If you bought credits using Apple App Store or Google Play billing, refunds for that purchase are processed by Apple or Google under their own policies. You can request one at reportaproblem.apple.com or from your Google Play order history. We are happy to help — just contact us.

Credits when you delete your account

Before deleting your account, please use or request a refund of any eligible credits. When an account is deleted, remaining credits and active bookings are cancelled. Paid credits eligible for a refund under this policy will be refunded if you request it before or with your deletion request; otherwise they are forfeited.

How to request a refund

1. Open the FitX7 Member app → Wallet / Bookings → select the transaction → Help; or email admin@fitx7.com.
2. Include your registered mobile number, the transaction or booking ID, date and reason.
3. We reply within 2 working days. Approved refunds go back to your original payment method within 5–7 working days (bank timelines may vary), or to your FitX7 wallet if you prefer.

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