This cancellation and refunds policy exists to ensure best-in-class customer service, while also ensuring the wellbeing of the Fitchis trainers and of the business.
This policy covers:
Customer Service Assistance
In assessing the amount of the refund, the refund balance calculated will be based on the cancellation terms below, such that if you have cancelled sessions at short notice, beyond the allowance for cancellations, and the trainer has been booked and committed for the session, the session will be charged as specified below.
In the event of any dispute on whether a session proceeded, we shall furnish the log details from our system, which confirms customer and trainer sign in and activation.
Should any matter arise of quality or of a session that is not completed, we will refund on a case-by-case basis, based on the principle of full refunds on any dissatisfaction. We reserve the right to deduct payment from your account for a session commenced and delivered, but we shall investigate thoroughly any issues that arise meaning that its value was impaired, and on establishing the presence of any quality breach whatsoever, will refund in full.
We understand that your schedule may change, and at short notice. For this reason, we have created a policy to allow for the greatest possible degree of flexibility.
To cancel or reschedule any session, log into your account and open the tab: My Sessions.
Under the Sessions heading you will be able to see the sessions you have booked and a cancel booking button beside it. Click the button for any session you need to cancel. The cancelled session will now appear under the Pending confirmation sessions heading with the status “Client Cancelled.” Fitchis administrators will be notified of the cancellation and will complete the status.
You will also immediately receive a cancellation or rescheduling acknowledgement with full details of the session cancelled and the new session scheduled, and your account will be adjusted to reflect the change in sessions booked.
Where a session is cancelled with 24 hours’ notice or more, the session credit will be restored to your account balance in full.
Where a session is cancelled at very short notice, of fewer than 24 hours, we shall credit the session balance to your account on the first three occasions where there is a short-notice cancellation. This will allow you to rebook a session at a more convenient time.
However, in recognition of the costs of having the trainer booked and available, and then unutilized and unpaid, and in consideration of the trainers’ needs in assuring a steady income, we will charge a session as taken from the fourth short notice cancellation and thereafter.
Where any cancellation is caused by Fitchis, either by way of the trainer’s unexpected cancellation, or through any technical or other issue, our customer care will contact you to offer an alternative trainer or alternative date, and there will be no charge for the cancelled session, for which you will receive a full session credit under all circumstances.
Should a client fail to show up for a scheduled session without either cancelling or rescheduling, that session will be credited back to the client’s package on the first occasion, but thereafter, on a second no show, the session payment will be deducted from the client’s package of purchased sessions.
Customer Service Assistance