Refunds and cancellations
When you get money back, when you don't, and how to actually make it happen. No fine-print traps.
Pauses and refunds happen at this desk
- Memberships cancel anytime, no fee
- We cancel a session → full refund
- You late-cancel inside 6h → session counts
- Australian Consumer Law applies to all of it
Memberships
Cancel any time before your billing date and nothing further runs — no fee, no exit interview. Freeze for up to 8 weeks a year at no cost: travel, injury, a brutal work quarter, we don't ask for evidence. Prepaid time isn't refunded mid-period, but you can use it to the last day.
Classes and sessions
If we cancel a class, PT session, lab test or spa booking you get a full refund or a rebooked slot — your call, and the app offers both. Cancel yourself more than 6 hours out and it refunds automatically; inside 6 hours the session counts as used because the coach and the spot were held for you.
Genuinely sick? Message the desk before the session — we're humans, not a terms page.
Packs and programs
Unused sessions on a 10-pack are refundable pro-rata; used sessions count at their pack rate. The First Month Pack is refundable in week one if the club isn't for you. Corporate pilots carry their own refund terms, quoted in the contract.
Retail and fuel
Unopened supplements and apparel return within 30 days for full refund. Prepared food and drinks from the fuel bar can't be returned for obvious reasons — if it's wrong or off, we remake it on the spot.
How to claim
Email fitnesstraininglab@gmail.com, call +61 3 9177 4529, or ask at the desk. Refunds run to the original payment method within 5–7 business days. Nothing here limits your rights under Australian Consumer Law — if something's faulty or not as described, the law overrides this page anyway.
While you're in the paperwork
The full agreement you signed at join-up lives on terms of service. If a refund dispute involves your data, the privacy policy explains what we keep. And legal has the company registration detail.
Questions about this page?
The concierge desk handles policy questions too — fitnesstraininglab@gmail.com or +61 3 9177 4529 during staffed hours.