Refund, Cancellation, Rebooking and Digital Content Policy

This policy explains how cancellations, rebookings, refund reviews, no-shows, and digital-content access are handled on Fitsylvania. It sits alongside, and does not limit, your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the "Consumer Contracts Regulations"), the Consumer Rights Act 2015, or other mandatory law.

Where in-product refund or cancellation tools are available, you should use them first. Contacting a trainer directly does not guarantee that a booking or refund has been properly recorded.

To make refunds and disputes fair to both sides, every payment is held for a short protection window before the trainer can withdraw it. During that window, an eligible refund can be returned to your original payment method.

When an approved refund reaches you

Once a refund is approved, it is returned to your original payment method. Depending on your bank or card issuer, it typically takes 5–10 business days to appear on your statement.

When a trainer can withdraw your payment

So that refunds and disputes can be handled first, trainer earnings only become withdrawable after a protection window:

• 1:1 sessions: 48 hours after the session ends, or 14 days after payment, whichever is later.
• Courses: 14 days after purchase.
• Coaching plan charges: 14 days after each charge.

If a trainer does not attend a booked session, that session's earnings are held until 14 days after the session date, so the client has time to request a refund.

These windows are shown to trainers in their wallet, and each earning shows its exact availability date. Refunds requested within these windows are processed against the held funds wherever possible.

If you contract as a consumer at a distance through Fitsylvania, you are ordinarily entitled to cancel the contract within 14 days of the contract being formed under the Consumer Contracts Regulations, without giving any reason and without incurring any liability beyond what is described below. This is referred to in this policy and at checkout as the "Cooling-Off Period".

Live sessions are exempt

A live training session is booked for a specific date and time. Contracts for leisure activities supplied on a specified date are exempt from the cooling-off right (regulation 28(1)(h) of the Consumer Contracts Regulations), so the 14-day Cooling-Off Period does not apply to a booked session and you are not asked to waive anything at checkout. Sessions are instead covered by the cancellation policy in the Live Trainer Sessions section below: you can cancel up to 24 hours before the start time, with the card processing fee deducted from your refund when you cancel by choice; it is non-refundable after that; and you receive a full refund with no processing fee deducted if the trainer cancels or does not show.

When the Cooling-Off Period applies in full

• You purchased a course or subscription that has not yet been supplied or accessed; and
• You did not at checkout consent to immediate supply.

In that case, you may cancel within 14 days and Fitsylvania will refund the price paid using the same payment method, ordinarily within 14 days of receipt of your cancellation notice.

When the Cooling-Off Period is shortened by immediate supply

For digital content delivered for immediate access, and for coaching subscriptions starting immediately, you consent at checkout to supply beginning straight away. Where you give that consent:

• Digital content (courses): by consenting to immediate access, you lose the right to cancel under the Consumer Contracts Regulations (regulation 37(1)) once supply begins. Course-specific goodwill refund windows may still apply as set out in the Courses and Digital Content section of this policy.
• Coaching subscriptions (bundled plans): you may cancel within the Cooling-Off Period, but you will be charged for the part of the plan already supplied, calculated as follows. A coaching plan that bundles live sessions and access to course content is split into a course component (the combined standalone price of the included courses, capped at the plan price) and a service component (the rest of the plan price, covering live sessions and coaching). If you were given access to the included course content, that course component is treated as digital content supplied immediately at your request and is not refundable. The service component is refunded in proportion to what is left of the period - reduced by the sessions you have already completed (or, if the plan sets no session count, by the time elapsed). Because you asked at checkout for the coaching service to begin immediately, when you choose to cancel the non-refundable card payment-processing fee (the amount the card networks and our payment processor keep and do not return on a refund) is also deducted from what you get back, even on a plan you have not used. Your refund is therefore the plan price minus the course component minus the consumed share of the service component minus that non-refundable processing fee. We calculate this for you automatically; the exact figures, including the processing fee, are shown before you confirm cancellation. If instead your trainer failed to provide the service they sold (for example a plan with live sessions where the trainer opened no times for you to book within your first 14 days and no sessions took place), you are made whole and no processing fee is deducted, as set out in the Recurring Coaching and Subscription Plans section.

For courses and coaching, Fitsylvania keeps a record of the consent given at checkout, including the wording and version shown and the time it was given, in order to evidence the lawful position on cancellation rights.

How to exercise the right to cancel

To exercise the right to cancel, please send a clear statement of your decision to cancel to [email protected] before the Cooling-Off Period expires. You may use the model cancellation form below, but you do not have to.

Model cancellation form

(Complete and return this form only if you wish to withdraw from the contract.)

• To FITORA LTD, [email protected]:
• I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
• Ordered on [*]/received on [*],
• Name of consumer(s),
• Address of consumer(s),
• Signature of consumer(s) (only if this form is notified on paper),
• Date.

[*] Delete as appropriate.

Cancelling before a session

You can cancel a session for a refund to your original payment method any time up to 24 hours before it starts. Because the trainer normally covers the card payment processing fee on your booking, when you choose to cancel, that non-refundable processing fee (the amount the card networks and our payment processor keep) is deducted from your refund. The exact amount is shown to you before you confirm the cancellation. Inside the final 24 hours before the start time the cancellation refund is no longer offered, because the trainer has reserved the slot for you.

Rescheduling instead of cancelling

Up to 24 hours before the start time you can reschedule a session to a later time at no charge, subject to the trainer's availability. A session can be moved forward (to a later time) and can be rescheduled once; the 24-hour notice is measured against the session's current start time. Rescheduling keeps your payment intact, with no processing fee deducted. A trainer may also propose a new time, which you can accept or decline; if you decline, the session is treated as cancelled by the trainer and you are made whole.

After a session has taken place

If a session goes ahead and you are not satisfied, you can request a refund for up to 48 hours after the session ends. After that 48-hour window the refund option is removed. Requests are reviewed, and a refund may be issued where a quality, safety, conduct, trainer-fault, or platform issue applies.

None of this affects any statutory cancellation right you may have for a session that has not yet taken place; if you believe such a right applies, contact [email protected] and we will honour it where the law requires.

No-shows and late cancellations after start time

If a client fails to attend, joins too late for the session to be reasonably delivered, or cancels after the session has begun, no refund will ordinarily be due. Fitsylvania may still make exceptions where trainer fault, platform failure, verified emergency, or legal rights justify a different outcome.

Trainer cancellations or trainer no-shows

If a trainer cancels, materially fails to attend (a "no-show"), or is otherwise unable to provide the booked service, you are made whole: you are eligible for a full refund with no processing fee deducted, or a supervised rebooking. You have up to 14 days from the cancellation (or from the session date, for a no-show) to request this refund, and the trainer's earnings for that session are held until that window closes.

Technical failures

If a session is materially disrupted by a platform-side or provider-side failure, Fitsylvania may offer a full refund, partial refund, or supervised rebooking depending on severity and evidence.

Moderation intervention or emergency closure

If Fitsylvania closes or interrupts a session for safety, fraud, abuse, legal, impersonation, or platform-integrity reasons, we may preserve records, stop the call immediately, and review whether the client should receive a refund, rebooking, or no remedy depending on the facts.

For a client's first completed session booked on Fitsylvania, the client may contact support within 24 hours after completion if they believe the session materially failed to match the booked service or involved a serious quality, safety, or conduct issue. After review, Fitsylvania may, in its discretion, issue platform credit (or, where required by law, a refund) up to the amount paid. This is a goodwill programme and does not limit any rights required by law.

Before access begins

If you purchase digital content and access has not yet started, any applicable cancellation rights under law may apply.

Immediate access and loss of cancellation rights

Where you request immediate access to streamed, viewed, downloaded, or otherwise delivered digital content and acknowledge the effect on cancellation rights, any statutory right to cancel may be lost once performance begins, to the extent permitted by law.

Standard course refund window

A course is refundable within 14 days of purchase only if you have not yet opened the course content. Once you open the course, you have started to receive the digital content you expressly asked for immediate access to, so the cooling-off refund is no longer available and the refund option is removed. A course refund is still available regardless of timing if Fitsylvania removes the course, or where the law otherwise requires it; contact [email protected] for trainer or platform issues.

What counts as opening (accessing) course content. You are treated as having opened and accessed a course as soon as you begin to view, stream, play, or download any lesson within it - for example opening a video, PDF, or image lesson - or as soon as any lesson is recorded as completed. A lesson is recorded as completed automatically when you finish watching a video lesson, or after you have spent a short time viewing a written or image lesson, and you can also mark a lesson complete yourself. Your progress through a course is the lessons recorded as completed in this way. The same test of access applies to course content that is included as part of a coaching plan: if you have accessed any of a plan's included course content under this test, that content is treated as supplied to you and is not refundable, while the live-coaching part of the plan is refunded on the pro-rata basis described in the Recurring Coaching and Subscription Plans section below.

Consumption, copying, and abuse

We may decline a course refund where a substantial portion of the content has been consumed, downloaded, copied, or misused, or where fraud, credential sharing, or other abuse is suspected.

Post-refund access and financial adjustments

Approved course refunds ordinarily result in access revocation for the refunded course. Approved digital-content refunds, chargebacks, or fraud reversals may also reverse or adjust related trainer wallet balances, payout eligibility, or payout records as reasonably necessary.

Billing and renewal

Recurring coaching plans may renew automatically on the billing cadence shown at checkout until the subscription is cancelled or otherwise ends.

Trainer-specific plan terms

Each recurring plan may include trainer-written terms covering missed sessions, rescheduling, cancellation notice periods, and similar delivery rules. Clients should read those terms carefully before subscribing because the plan relationship is primarily between the trainer and the client.

How to cancel

You can cancel a recurring coaching plan at any time, online and without contacting anyone, from Dashboard → Coaching. If you are unable to cancel through your online account, you can also cancel by emailing [email protected] from the email address on your account, and the cancellation takes effect when we receive it.

Cancellation timing

Unless a more generous promise is stated for a specific offer or required by law, cancelling a recurring coaching plan normally stops future renewals but does not automatically generate a refund for the current billing period already charged.

Requesting a refund and ending the plan now

Separately from stopping renewal, you can request a refund on your current billing period from Dashboard → Coaching while the most recent charge is still clearing - that is, during the 14-day window after that charge, before the funds are released to your trainer. This refunds the unused portion of the current period and ends the plan immediately. We work it out as follows: the value of any included course content you were given access to is treated as supplied and is not refundable; the remaining live-coaching portion is refunded in proportion to what is left of the period, after the sessions you have already completed (or, where the plan sets no session count, the time elapsed - except that if you have completed no sessions at all in this window, the live-coaching portion is refunded in full, because that service has not been supplied to you). Because you asked at checkout for your coaching to begin immediately, when you choose to cancel the non-refundable card payment-processing fee (the amount the card networks and our payment processor keep and do not return on a refund) is deducted from your refund, even if you never booked a session or opened the included course. The exact amount of that fee, and the refund after it is taken out, are shown to you before you confirm. Once the charge has cleared to your trainer, this self-service refund is no longer available, because the funds have been released to them; if you believe you are still owed a refund - for example trainer fault, a platform problem, or another exceptional circumstance - contact support and we will review it. The trainer keeps their earnings for the sessions already delivered, and Fitsylvania absorbs its own platform fee on the refunded portion. When you take this refund, your plan ends straight away and any upcoming plan sessions are cancelled; access to included course content then follows the trainer's plan terms, and any courses you bought separately (outside the plan) are always kept. If the current period has been fully used there is nothing to refund, and you should use "Stop renewal" instead. Refunds are returned to your original payment method and typically take 5–10 business days to appear. Nothing here limits your statutory cooling-off rights described in the Statutory 14-Day Cooling-Off Period section above.

Cancelling an included plan session

For sessions included in a recurring plan, Fitsylvania applies a default rule: if a client cancels at least 24 hours before the session start time, the session is returned to the client and can be re-booked within the same billing period; if the client cancels later than that or does not attend, the session counts as used. Sessions cancelled by the trainer are always returned to the client. A trainer's own plan terms may be more generous, and Fitsylvania may make exceptions for trainer fault, platform failure, or a verified emergency.

Trainer failure to deliver (including no sessions available to book)

If a trainer materially fails to provide the recurring service they sold - for example repeated trainer no-shows, failure to deliver included sessions, or another serious delivery failure - Fitsylvania may review the matter, reopen included session capacity, issue a refund, adjust wallet balances, or take moderation action where appropriate.

This expressly includes a trainer who has not opened any availability for you to book your included sessions. If your plan includes live sessions but no times are available to book, message your trainer from your coaching hub and ask them to open availability. If, after you have contacted the trainer, sessions are still not made available to you, you are entitled to a full refund of the live-coaching portion of your current billing period when you request it within your first 14 days of starting the plan - returned with no processing fee deducted, and with no time counted as "used" for sessions you were never able to take, because that part of the service was not provided to you. You can request it from Dashboard → Coaching (or your coaching hub) under "Request a refund". The value of any included course content you were actually given access to remains supplied and non-refundable as described above. This reflects your right to have the service performed within a reasonable time; nothing here limits your statutory cooling-off rights described in the Statutory 14-Day Cooling-Off Period section above.

Refund review

Fitsylvania may still review subscription charges for trainer fault, platform failure, fraud, legal rights, or exceptional circumstances. Approved reversals may affect trainer wallet balances, affiliate earnings, or payout eligibility where reasonably necessary.

• Approved refunds are normally returned to the original payment method where technically available and lawful.
• Where the original payment method cannot be used, Fitsylvania may choose another lawful and practical repayment method such as a bank transfer.
• Users who make abusive, duplicative, fraudulent, or bad-faith chargeback or refund requests may have access restricted, payouts paused, benefits reversed, or accounts reviewed.

Trainer earnings on Fitsylvania are recorded as entries in an internal wallet ledger. Each wallet entry passes through a 14-day pending hold (matching the statutory cancellation period) before becoming available for withdrawal. The treatment of a refund depends on which stage the corresponding wallet entry has reached:

• Pending or available (not yet withdrawn). Fitsylvania issues the refund to the consumer and reverses the wallet entry. The trainer's available balance is reduced accordingly.
• Locked in a withdrawal request. A refund cannot ordinarily be processed while the entry is locked in an in-flight withdrawal request. Fitsylvania will pause the withdrawal, contact the trainer where appropriate, and process the refund once the entry is released.
• Already paid out to the trainer. Fitsylvania will first reverse the corresponding Stripe transfer back from the trainer's connected account to the platform, and then issue the refund to the consumer. A reversal entry is recorded against the trainer's wallet for the trainer-net amount of the refunded transaction. If the connected account does not have sufficient balance for the reversal, Fitsylvania may seek recovery from the trainer through any lawful means, including offsetting against future earnings.

Where a refund is issued, any affiliate commission accrued on the underlying transaction is reversed by an offsetting adjustment.

Stripe processing fees on refunds. Stripe does not return the original card-processing fee when a payment is refunded, so that fee is irrecoverable. Where you have a platform-fault or trainer-fault refund right - a course returned within 14 days and unopened, a session where the trainer cancels or does not attend, a coaching plan where the trainer failed to provide the service they sold (for example a plan with live sessions where the trainer opened no times for you to book within your first 14 days and no sessions took place), or any case where Fitsylvania removes the content - you are reimbursed in full and Fitsylvania absorbs that irrecoverable processing fee; it is not charged to you. Where you instead cancel by choice - cancelling a session you booked, or requesting a coaching-plan refund - that irrecoverable processing fee is deducted from your refund, and the exact amount is always shown to you before you confirm.

You can close or delete your Fitsylvania account at any time from your account settings, or by emailing [email protected] from the address on your account. Closing your account does more than remove your data: it also winds down anything still in progress, so you are not left paying for services you will no longer receive. This section explains what happens to your bookings, coaching plans, and courses when you close your account, and how any money you are owed is handled. It sits alongside, and does not limit, your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

What closing your account does

When your account is closed or deleted, we automatically:

• Cancel your upcoming live sessions that have not yet taken place, so you are not held to bookings you can no longer attend;
• Stop future coaching renewals, so no further coaching charge is taken after closure (any coaching period you have already paid for is handled under the refund rules below); and
• Submit refund requests on your behalf for any amounts you are owed for those cancelled sessions and unfinished coaching, and for courses where a refund still applies, as set out below.

Refunds submitted automatically on closure

We do not change the refund rules when you close your account; we simply apply the same rules in this policy for you, automatically, instead of asking you to claim each refund yourself. In practice that means:

• Live sessions. An upcoming session is refundable on the same terms as a normal cancellation - refundable where you are still outside the cancellation window for that session (more than 24 hours before it starts), and not refundable where it would already be too late to cancel (within the final 24 hours before the start time). Where the trainer had cancelled or failed to attend, you are made whole as usual.
• Coaching plans. Future renewals stop, and the current paid period is refunded on the same pro-rata basis described in the Recurring Coaching and Subscription Plans section: the unused portion of the live-coaching service is refunded, while any included course content you were given access to, and the non-refundable card processing fee on a cancellation by choice, are treated as set out there.
• Courses. A course is refunded only where it would still be refundable under this policy - that is, within 14 days of purchase and only if you have not opened or accessed the course content. A course you have already opened or accessed is not refundable, because you have started to receive the digital content you asked to access immediately.

Each request is reviewed in the same way as any other refund request on Fitsylvania, and approved refunds are returned to your original payment method, typically within 5-10 business days. Already-delivered services, sessions cancelled at short notice (inside the final 24 hours), and opened or accessed courses are not refundable on closure, exactly as they would not be refundable if you stayed.

Closing your account never voids money you are owed

Deleting your account does not waive, void, or confiscate any refund or other money you are legally entitled to. The automatic cancellations above refund services that have not yet been delivered to you; they do not remove a right you already hold. If a refund is owed but cannot be paid for a technical reason (for example your original payment method is no longer valid), we will use another lawful and practical repayment method. Nothing in this section limits your statutory rights under the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, or other mandatory law.

Records we keep, and refund confirmations after closure

Even after your account is closed and your personal data is anonymised, we are legally required to keep financial and transaction records (including records of these refunds) for around 6 years, as described in our Privacy Policy. Because your account and contact details are anonymised as part of closure, any refund-confirmation or status emails we would normally send may not reach you once that anonymisation has happened. The refund itself is still processed to your original payment method regardless, and you can contact [email protected] if you need confirmation of a refund after closing your account.

Trainer search results are ordered by Fitsylvania using the following main parameters, in order of importance:

• Default ordering (no search query). Trainers are ranked primarily by their average client rating and the number of reviews received.
• Query searches. When a visitor searches by keyword, ranking is based on the relevance of the query to your name, bio, and experience, and on whether your trainer type matches the search, in addition to your rating signals.
• Restriction state. A trainer profile that is restricted, suspended, or not yet approved is removed from search visibility.

Fitsylvania does not accept payment from trainers in exchange for higher ranking, and ranking is not paid placement. We may adjust these parameters over time to improve search quality.

Automated moderation. Messages you send through the platform pass through an automated filter that may flag content (for example, attempts to move payments off-platform). A flag can reduce delivery or visibility of the affected message and may be reviewed by our team. Search ordering and this message filtering are automated processes. If you believe an automated ranking or moderation outcome is wrong, you can contest it by opening a support ticket, and a person will review the decision.