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Freeze and Cancellation Policy, Explained

In short

You can freeze a package for genuine reasons, travel, illness, surgery recovery, Ramadan, with reasonable notice, and reschedule single sessions with fair warning. Blocks have a validity window we set generously and can extend during a freeze. We explain every term in writing before you pay, so nothing is a surprise.

Written & reviewed by M. Thurairaj & team, Registered Physiotherapist & Certified Trainers
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Life does not run on schedule, so our freeze and cancellation terms are built to be fair rather than to catch you out. If you need to pause your training for a real reason, you can, and your sessions are protected. The whole point is that you should never lose money you paid because you got sick, had to travel for work, or hit a busy patch you could not control.

We put every term in writing before you buy, because a policy you only discover when you need it is not a fair policy. Below is exactly how freezing, rescheduling and stopping work. If anything is unclear, ask before you commit, we would far rather answer up front than have you feel caught out later. Fair terms are part of the no-hard-sell promise.

What the policy covers

  • Freezing a package for travel, illness, surgery or Ramadan
  • Rescheduling a single session with reasonable notice
  • A fair validity window on blocks, extendable during a freeze
  • Clear terms given in writing before you pay anything

How freezing a package works

If you need to pause, tell us with reasonable notice and give the reason. We freeze your remaining sessions and extend your validity window to cover the pause, so you do not lose what you paid for. Freezes are for genuine breaks like travel, illness or recovery, not indefinite parking, and we handle each case sensibly and humanely.

Rescheduling and late cancellations

Plans change, and a session moved with fair notice is no problem. We do ask for reasonable warning, because a slot booked for you is time a trainer set aside and cannot fill last-minute. Very late cancellations or no-shows may use up the session, and we explain that threshold clearly up front so it is never a shock.

How we handle stopping altogether

  1. Tell us you need to stop and why, whenever it happens
  2. We pause rather than burn sessions where the reason is genuine
  3. Any fair terms on remaining sessions are applied as agreed
  4. We keep your progress notes in case you return later
  5. No pressure, no guilt trip, no hidden penalty

Frequently Asked Questions

Can I pause if I travel or get sick?+

Yes. Genuine reasons like travel, illness, surgery recovery or Ramadan are exactly what freezing is for. Give us reasonable notice and we protect your sessions by extending the validity window, so you lose nothing.

What happens if I cancel a session last minute?+

With fair notice, no problem, we just reschedule. Very late cancellations or no-shows may use the session, because the slot was reserved for you. We tell you the exact notice window in writing before you start.

Do my package sessions expire?+

Blocks have a validity window so we can plan your progress, but we set it generously and extend it during any approved freeze. We explain the exact window before you buy. Nothing is designed to make you lose sessions.

What if I need to stop training completely?+

Just tell us. Where the reason is genuine we pause rather than burn sessions, apply any agreed terms fairly, and keep your notes in case you return. There is no penalty for life getting in the way.

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