Cancellation and refund basics.

Customer cancellations

• Customers can self-cancel only before the scheduled session start.
• More than 24 hours before the session start: the current product rule is a full refund.
• From 0 to 24 hours before the session start: the current product rule is a 50% refund.
• After the session start: self-service cancellation for refund is blocked and support review may be needed.
• If no charge was taken, cancellation should not create a Stripe refund.

Trainer cancellations

• Trainers can self-cancel only before the scheduled session start.
• If a paid booking is cancelled by the trainer before the session start, the current product rule is a full customer refund.
• If the booking is unpaid or no charge was taken, trainer cancellation should not create a Stripe refund.
• After the session start, trainer self-cancellation is blocked in the product and may require support review.

Payment failures and retries

Payment may be attempted after trainer acceptance. If payment fails or needs action, the customer may need to update their saved card or retry payment. An unpaid booking may expire or be cancelled according to the booking flow shown in the product.

Refund timing

Refund status is tracked in Traina and through Stripe. Bank or card processing timing can vary, so this page does not promise a specific time for funds to appear back on a payment method.