1. Session cancellations and rescheduling
Clients must cancel or request to reschedule at least 24 hours before the scheduled start time. Requests received with less than 24 hours’ notice may result in the session being charged in full or deducted from the client’s package.
2. No-shows and late arrival
If a client does not attend and provides no notice, the session is treated as used and charged in full. Late arrival does not normally extend the scheduled end time, because another client or commitment may follow.
3. Completed services
Sessions and coaching services already properly delivered are non-refundable, except where a refund or other remedy is required by law.
4. Prepaid packages and early cancellation
A request concerning unused sessions will be assessed according to the written package agreement, services and materials already delivered, discounts granted for the package, payment-provider costs where lawfully recoverable, expiry conditions and any reasonable cancellation or administration charge allowed by law. Any amount remaining due to the client after lawful deductions will be credited or refunded.
5. Online and digital programmes
Once personalised programming, assessments, onboarding, coaching access or digital materials have been supplied or accessed, the value of those delivered components may be deducted from any refund where lawful. Downloadable or personalised materials cannot practically be returned. This does not remove statutory cooling-off, defective-service or other rights where they apply.
6. Electronic-transactions cooling-off
Where section 44 of the Electronic Communications and Transactions Act applies, a consumer may cancel an online agreement for services within seven days after conclusion without reason or penalty. This statutory right may not apply where services began with the consumer’s consent before the end of that seven-day period or where another statutory exclusion applies.
7. Trainer or MyFitHaus cancellation
If MyFitHaus cancels and cannot reasonably reschedule a session, the client will receive a replacement session, account credit or refund for that affected session. If MyFitHaus cannot supply an agreed service or programme, the client will be informed and an appropriate refund or alternative will be offered in accordance with law.
8. Technical problems
Internet, device or platform problems on the client’s side do not automatically qualify for a refund. We will act reasonably when genuine problems occur. If a session cannot proceed because of a MyFitHaus-side technical failure, it will normally be rescheduled or credited.
9. Events and group sessions
Any event-specific cancellation terms will be displayed before booking. If no separate terms are provided, the 24-hour session rule applies, subject to the nature of the reservation, our ability to fill the place and applicable consumer law.
10. Requesting a cancellation or refund
Email siya@myfithaus.com with the client’s name, service, payment date, reason and relevant supporting information. Approved card-payment refunds are returned through the original payment method where possible. Processing time may depend on the payment provider and bank.