Refund & Cancellation Policy

This Policy explains when refunds, cancellations and no-show charges apply on Fit'n'Well Hub. It forms part of our Terms & Conditions. Nothing in this Policy limits your rights under the Australian Consumer Law (ACL).

1. Client cancellations

• More than 24 hours before the appointment: free cancellation, full refund to your original payment method within 5–10 business days.
• Less than 24 hours before: 50% of the booking fee may be retained by the Provider to cover lost time.
• No-show: 100% of the booking fee may be retained.

Individual Providers may publish a stricter or more generous policy on their profile. The Provider's published policy applies and is shown to you at checkout.

2. Provider cancellations

If the Provider cancels for any reason, you receive a 100% refund of the booking fee. If the cancellation was less than 24 hours out, we may also offer a credit toward a rebooking.

3. Service not as described

Under the ACL you are entitled to a remedy when a service is not delivered with due care and skill, is not fit for purpose, or does not match its description. Contact us within 7 days of the appointment and we will investigate, mediate with the Provider, and where appropriate process a partial or full refund.

4. Memberships, packages & class passes

Unused sessions in a multi-session package are refundable on a pro-rata basis within 14 days of purchase, less any sessions already used at the casual rate. After 14 days they remain redeemable for the period stated at purchase but are non-refundable except where the Provider cancels or where required by the ACL.

5. Provider subscription fees

• Monthly plans renew automatically and can be cancelled any time. Cancellation stops the next renewal; the current month is not pro-rated.
• Yearly plans renew annually and can be cancelled any time. Cancellation stops the next renewal; the current year is not pro-rated unless required by the ACL.
• Founding Studio trial: cancel any time during the 3-month free trial and you will not be charged. Cancellation after the trial follows the rules above.

6. Booking commission refunds

The 5% Starter commission is only ever charged on a completed booking. If a booking is cancelled before the commission is captured (24h pre-appointment), no commission is charged. If a booking is refunded to the Client after commission was captured, the commission is refunded to the Provider in the same payout cycle.

7. How to request a refund

Email support@fitnwellhub.com with your booking ID and the reason for your request. We respond within 2 business days.

8. Chargebacks

Please contact us before raising a chargeback with your bank — we can almost always resolve it faster. Fraudulent chargebacks may result in account suspension.

9. Contact

Questions about this Policy? Email support@fitnwellhub.com.