Most bookings go exactly as planned. When one does not, this page explains how refunds are paid and how we settle a disagreement fairly.
01When you get a refund
- You cancel: the space's cancellation policy decides the amount, which is shown before you confirm.
- The venue cancels a confirmed booking: you are refunded in full, whatever the space's policy says.
- A request is declined or not answered in time: there is nothing to refund, because request-to-book spaces only take payment once the venue accepts.
- A problem is upheld after review: a full or partial refund, as described below.
02How refunds are paid
Refunds go back to the card used to pay. They are issued straight away on our side; your bank may take 5 to 10 business days to show them. You can see every refund on your payments page.
03If something goes wrong
The space was not as described, was unavailable when you arrived, or was unsafe to use? Here is what to do:
- Tell the venue straight away through the booking's messages, because many problems are fixed on the spot.
- Keep evidence: photos and the times things happened.
- Contact The Gym Connect support within 48 hours of the session if it is not resolved. Leaving it longer makes a fair decision harder, because the space will have been used by other people since.
04How we review a dispute
We look at the booking record, the messages between you and any evidence from both sides, then decide on a full, partial or no refund. Our decision is shared with both sides with the reasons for it.
While a dispute is open we may hold the venue's payout for that booking until it is settled.
05For venues
If a coach damages equipment or breaks your house rules, message them from the booking and contact The Gym Connect support with photos. Coaches agree to your rules at checkout, which is the record we work from.