Refund & Cancellation Policy
Effective For: Fit&Well Website, iOS & Android Apps
1. Overview
At Fit&Well, we strive to deliver exceptional wellness experiences through our fitness, recovery, and therapy services.
This Refund & Cancellation Policy outlines the terms under which payments, bookings, and memberships may be refunded, cancelled, or rescheduled.
By booking or purchasing through our app or website, you agree to this policy.
2. General Principles
All payments made to Fit&Well are considered final and non-refundable, except where explicitly stated otherwise in this policy or required by law.
Refund requests will be reviewed on a case-by-case basis, ensuring fairness and alignment with UAE consumer protection regulations.
Refunds, when approved, will be processed using the original payment method.
3. Class & Service Bookings
3.1 Cancellation by Member
Bookings can be cancelled through the Fit&Well App or by contacting the club directly.
Cancellations made at least 6 hours prior to the scheduled service/class will not incur any penalty.
Late cancellations (within 6 hours) or no-shows will result in the full charge or deduction of credits.
Persistent late cancellations may lead to temporary suspension of booking privileges.
3.2 Cancellation by Fit&Well
Fit&Well reserves the right to reschedule, delay, or cancel a class/session due to operational or safety reasons.
In such cases, your booking credit or payment will be fully restored to your account or rescheduled at your convenience.
4. Memberships & Packages
4.1 Membership Payments
Membership fees (monthly, quarterly, or annual) are non-refundable once activated.
Freezes or extensions may be granted for valid reasons (e.g., medical or travel) upon official documentation.
Any promotional or discounted memberships are strictly non-transferable and non-refundable.
4.2 Service Packages / Class Packages
Packages once purchased are valid only within their specified duration.
Unused sessions or credits cannot be refunded after expiry.
Transfers to another member are allowed only with management approval.
5. Refund Eligibility
A refund may be considered only if:
A duplicate payment was made due to a technical error.
A service was cancelled by Fit&Well and could not be rescheduled.
You were charged incorrectly or for a service not rendered.
The purchased plan was not activated or used in any capacity.
Note: Refund requests must be submitted within 7 calendar days of the original transaction.
6. Refund Process
To initiate a refund:
Email: refunds@fitnwell.club
with your booking ID, payment receipt, and reason for the request.
Fit&Well will review your request within 5 business days.
Approved refunds will be processed within 10–15 business days, depending on your payment provider.
Refunds will only be made to the same payment source (card or digital wallet) used for the transaction.
7. Special Conditions for Online & App Purchases
App Store and Google Play purchases are subject to their respective refund policies.
For in-app purchases, please contact first before contacting Apple or Google support.
Fit&Well cannot issue refunds directly for payments processed by third-party app stores unless the transaction originated on our platform.
8. Gift Cards & Promotions
Gift cards, promotional credits, and vouchers are non-refundable and non-exchangeable.
They may only be redeemed for eligible services or memberships as per their terms.
9. Freeze & Pause Policy
Members may request a temporary freeze on their membership for valid reasons such as:
Travel longer than 14 days
Medical conditions with supporting documents
Freezes are subject to management approval and cannot exceed 90 days per calendar year.
10. No-Show Policy
If a booked session is missed without prior cancellation, it will be marked as a no-show, and the full amount or credit will be forfeited.
Repeated no-shows may result in membership suspension.
11. Disputes & Resolution
In case of any payment or refund dispute:
You may reach out to our Member Relations Team at .
If unresolved, disputes will be governed by the laws of the United Arab Emirates, with jurisdiction in the Courts of Dubai.
12. Changes to This Policy
Fit&Well reserves the right to modify or update this policy at any time without prior notice.
Updated versions will be made available on the website and app, reflecting the “Last Updated” date.
13. Contact Us
For refund or cancellation-related inquiries:
Email: legal@fitnwell.club
14. Acknowledgment
By purchasing or booking through Fit&Well, you acknowledge that you have read, understood, and agreed to this Refund & Cancellation Policy.
