Fair on both sides of the counter.

Try before you pay

Every gym starts with a 30-day free trial with all modules unlocked and no card required, so you can run a real month before paying anything.

Monthly plans

• Monthly fees are billed in advance and are not refunded for a partly used month.
• If you cancel, the service runs until the end of the month you have paid for, and you will not be billed again.

Annual plans

• If you cancel an annual plan within 14 days of the first annual payment, you get a full refund.
• After 14 days, unused full months are refunded on a pro-rata basis, minus the two free months included with annual billing.

Plan changes

Moving up a plan applies from the next billing month. Moving down applies from the next billing month too, so there is never a charge for a plan you did not use.

Billing errors

If you were billed for members who were frozen, expired or on trial, or charged twice, tell us within 60 days. Overcharges are refunded in full or credited to your next bill, as you prefer.

Service problems

If a serious outage on our side stops your gym from using the core service for more than 24 hours in a month, you can ask for a credit for the affected days.

How refunds are paid

Approved refunds are paid back to the original payment method within 7 to 10 working days. Bank or gateway processing times may add a few days.

Member refunds

Members who want a refund of their gym membership should speak to their gym. Gyms can record refunds and issue credit notes for members inside Fee Collect.

Request a refund

Send a request through the Connect with us page with your gym name and the invoice number. We confirm every request by email.