Cancellation and refund policy

In short

• Cancel a class at least 12 hours before it starts and you get your credit back (or your wallet Rand).
• Cancel later than that and the credit is not returned.
• If the studio cancels a class, you always get something back.
• Join a waitlist for free; if a space opens you have 4 hours to claim it.

Cancelling a class you booked

You can cancel a booking until the class starts. How much you get back depends on when you cancel:

• 12 or more hours before the start (the "free cancellation window"): if you paid with a class credit, that credit goes back to you, in the same discipline it came from. If you paid from your wallet, the Rand goes back into your wallet.
• Less than 12 hours before the start: this is a late cancellation. The credit or wallet Rand is not returned and the space opens for others.
• After the class has started or been attended: a booking can no longer be cancelled.
• Not showing up without cancelling counts as used: nothing is returned.

If you were unable to come for a genuine reason, such as illness or an emergency, contact the studio; a manager can cancel for you and return the credit. [OWNER TO CONFIRM: the studio's policy on late cancellations for illness or emergencies]

Moving a booking to another class

You can move a booking to another class up to 12 hours before the original class starts. The credit or wallet payment moves with it, so nothing is charged or refunded. Inside 12 hours the app asks you to contact the studio.

Waitlists

• Joining a waitlist is free and takes no payment. Up to 20 people can wait for one class.
• When a space opens, the next person is offered it and has 4 hours to claim it. It does not book you automatically. If you do not claim it in time, the offer passes to the next person.
• To claim a space you need a class credit that covers the class (or enough wallet balance, if you choose to use it).

When the studio cancels a class

If we cancel a class, it is never your fault, so you always get something back, however close to the start it is:

• If you booked with a package or membership credit, the same credit is returned.
• If you booked a single Drop-In class at the full price, the price of that class is added to your wallet in Rand, to spend on whatever you like.
• You will be told in the app. Waitlists for that class are closed.
• If you paid for the class from your wallet, the Rand goes straight back into your wallet.
• If you booked as a guest and paid online, we email you that the class is cancelled and the studio contacts you about your payment. [OWNER TO CONFIRM: how and how quickly guests are refunded]

If you booked as a guest and paid online without an account, nothing is returned automatically: please contact the studio and we will refund you by hand. [OWNER TO CONFIRM: confirm the refund method and time for guests when a class is cancelled by the studio]

Paying as a guest

• When you pay online without an account, the spot is held for 15 minutes. It is confirmed only once PayFast confirms your payment.
• If your payment arrives after the hold has run out and the spot is gone, you will be refunded in full. The studio does this by hand and will email you; you can also contact us and we will sort it the same day.

Packages and memberships

• Every package currently stays valid for 30 days from purchase. Credits not used by then expire. [OWNER TO CONFIRM: whether expired credits can be extended or refunded]
• The first time you buy a package, the two single Drop-In packages are currently half price. The discount works once per person and is checked when you pay.
• Monthly packages say "renews monthly". They renew on your saved card: about three days before the end date we charge the package price and a new month starts where the old one ends. If the charge fails we tell you and try again daily; if it still has not gone through two days after the end date, the package ends and nothing more is charged. Without a saved card it is never charged; we remind you to add one. You can switch renewal off in the app at any time; your credits stay available until the end date. [OWNER TO CONFIRM: when a package can be paid out or refunded]
• Top-ups at your membership rate are available once you have held a membership for that discipline. They are paid for first, and the credits are added once the payment is confirmed. They are valid for 3 months.
• If you were charged but your package was not added, the studio will fix it or refund you; you do not need to pay again.
• Refunds on packages and top-ups you simply change your mind about: [OWNER TO CONFIRM: refund rule, if any, for unused packages and top-ups]

Your wallet

• You add Rand to the wallet in amounts from R10 to R50,000. The money is added only once the payment is confirmed.
• You can spend it on classes, shop orders and packages when you choose to apply it. It is not converted to class credits.
• Rand that was spent on a class and returned under this policy goes back to the wallet.
• If you delete your account, unused wallet money and class credits are forfeited, and the app warns you before you confirm. [OWNER TO CONFIRM: confirm this forfeiture rule, and whether wallet money can instead be paid out to the member when closing an account]
• [OWNER TO CONFIRM: whether wallet money ever expires, and how long a refund to a card takes]

Shop orders

• Items can be collected at reception, or delivered. Delivery is currently R95, free for orders of R750 or more.
• A shop order is paid when you place it: from your wallet if you choose, then your saved card, or on PayFast’s secure page. It is confirmed only once the payment is. If the payment does not go through, nothing is charged and the items go back into your bag; an order left unpaid for an hour is released.
• If an item is faulty or not what you ordered, you have rights under the Consumer Protection Act that this policy does not limit.
• [OWNER TO CONFIRM: studio policy on returns, exchanges and change-of-mind refunds for shop items]

Events

[OWNER TO CONFIRM: refund and transfer rules for paid events, and what happens if the studio cancels an event. The system keeps a record of each registration but has no automatic refund.]

How to ask for a refund or help

Contact the studio through the Contact studio page, with the class, the date and the name or email on your account. Credits and wallet refunds appear in the app straight away. [OWNER TO CONFIRM: how refunds to a card or bank account are paid, and how long they take]

Nothing on this page limits any right you have under South African law, including the Consumer Protection Act.