Refund Policy

1. Eligibility

A refund may be requested for the following purchase types, subject to the conditions in each section below:

• Facility and court bookings cancelled before the cancellation window
• Coaching and trainer sessions cancelled with sufficient advance notice
• Subscription plans cancelled within the cooling-off period
• Marketplace physical product orders that have not been dispatched
• Class packs with unused sessions where the pack has not expired

2. Timeframes

Refund requests must be submitted within the following windows after the original purchase date:

• Facility bookings: up to 24 hours before the session start time for a full refund; partial refunds may apply for shorter notice where permitted by the venue.
• Subscription plans: within 14 days of the initial purchase if the plan has not been materially used; renewal charges are non-refundable once processed unless a billing error occurred.
• Marketplace orders: within 7 days of delivery for eligible physical goods; digital content is non-refundable once accessed.
• Class and session packs: within 30 days of purchase for packs with no used sessions; packs that have been partially used are not eligible for a full refund.

3. How to Request a Refund

To request a refund, use one of the following methods:

• In-app:navigate to your booking, order, or subscription in the app and tap "Request Refund" or "Cancel".
• Email: contact support@shapeup.app with your order or booking reference and the reason for the request.

Approved refunds are returned to the original payment method or, where applicable, to your ShapeUp wallet balance within 5–10 business days depending on your payment provider.

4. Non-Refundable Items

The following are not eligible for refunds:

• Sessions or classes that have already taken place
• Digital content (meal plans, workout programs, video libraries) once accessed
• Expired class packs or subscription periods
• Gift cards and promotional credits
• Bookings cancelled after the stated cancellation deadline
• Service fees and platform charges that are disclosed at checkout

5. Subscription Cancellations

When you cancel a subscription, access continues until the end of the current billing period. We do not provide pro-rata refunds for partial billing periods unless required by applicable law.

If you cancel within the 14-day cooling-off period from the initial purchase date and have not materially used the subscription benefits, you may request a full refund of the initial charge.

6. Dispute Resolution

If your refund request is denied and you believe the decision is incorrect, you may escalate by replying to the refund decision email or by contacting support@shapeup.app with additional supporting information.

Unresolved disputes may be referred to your payment provider's chargeback process or, where applicable, to an alternative dispute resolution service. ShapeUp complies with applicable consumer protection regulations in jurisdictions where the platform operates.

7. Contact

For refund requests and billing questions, contact us at support@shapeup.app. We aim to respond to all refund requests within 2 business days.