Legal

Refund & Cancellation Policy

Last updated: August 2, 2026

This policy explains how cancellations and refunds are handled for personal-training ("PT") Session bookings made through fitstat.in and paid for via Razorpay. It supplements our Terms of Use. Event registration fees (for FitStat challenges/meetups) remain governed separately by Section 2 of the Terms of Use — they are non-refundable and non-transferable unless FitStat cancels the event.

When you select a slot to book, it is held exclusively for you for 15 minutes while you complete payment. If payment is not completed within that window, the slot is released and becomes bookable by another Customer again — you can simply pick a slot and try again.

1. Customer-Initiated Cancellation

  • 24 hours or more before the scheduled Session: full refund (100%) of the amount paid.
  • Between 6 and 24 hours before the scheduled Session: 50% refund of the amount paid.
  • Less than 6 hours before the scheduled Session, or a no-show by the Customer: no refund.

Wherever possible, we encourage rescheduling instead of cancelling — most Trainers can offer an alternate slot within their published availability at no extra cost if you reach out before the Session time.

2. Trainer-Initiated Cancellation or No-Show

If a Trainer cancels a confirmed Booking, or does not show up for a scheduled Session, the Customer is entitled to a full refund (100%) or a free reschedule to another available slot, at the Customer's choice. Repeated cancellations or no-shows by a Trainer are reviewed by our admin team and may result in the Trainer's account being suspended.

3. Technical Failures

If a Session cannot take place due to a technical failure not attributable to the Customer (for example, a Platform outage, or the Platform's video calling feature failing with no fallback provided), the Customer is entitled to a full refund or a free reschedule, at their choice.

4. Non-Refundable Situations

  • Sessions that have already been completed.
  • Customer no-shows without a prior cancellation as described in Section 1.
  • Event registration fees, except where the event itself is cancelled by FitStat.

5. How Refunds Are Processed

Approved refunds are issued to the original payment method through Razorpay. Refunds typically reflect in your account within 5–7 business days, depending on your bank or card issuer's own processing time, which is outside FitStat's control.

6. How to Request a Cancellation or Refund

Session bookings can be cancelled directly from your account's order history, which applies the refund tiers in Section 1 automatically and, where a refund is due, issues it to your original Razorpay payment method without needing to contact us. You can also reach out with your Booking ID as soon as possible, ideally before the scheduled Session time, via:

7. Session Packages

A multi-session package with unused sessions remaining may be refunded in cash/bank transfer rather than automatically through Razorpay, since the amount already redeemed needs to be prorated. Request a refund from your Session Packages page — our admin team reviews each request and processes approved refunds outside the Platform, confirming by email once complete.

8. Disputes

If you disagree with a refund decision, you may escalate the matter to our Grievance Officer under our Grievance Redressal Policy.

9. Governing Law & Jurisdiction

This policy is governed by the laws of India. Subject to the grievance redressal process referred to above, the courts at Bengaluru, Karnataka shall have exclusive jurisdiction over any dispute arising out of or relating to this policy. It is issued by FitStat Co (Partnership Firm, GSTIN 29AAKFF9529R1ZA), registered address Bengaluru, Karnataka - 560013.