1. Cancelling or rescheduling a session
- Free cancellation: up to 12 hours before the session starts. The session credit goes back to your package.
- Late cancellation: less than 12 hours before the start. The session counts as used.
- Rescheduling: possible up to 12 hours before the start, subject to the trainer’s availability.
- Cancelled by the trainer: the session credit always goes back to the trainee, whatever the timing.
2. No-shows
If check-in does not happen within 30 minutes of the start time, the session is marked as a no-show and counts as used. If you think a no-show was recorded by mistake (for example, the trainer did not attend), open a complaint from the session screen.
3. Unpaid orders
An order that is not paid within 30 minutes expires automatically, and nothing is charged.
4. Refunds
- Refunds are decided through the complaint process: open a complaint in the app, and our support team reviews the evidence from both sides.
- An approved refund can be full or partial. It goes back to the original payment method through Moyasar. How long it takes to appear depends on your bank, typically 5 to 14 business days.
- For session packs, refunds are normally limited to sessions that were not used. For remote follow-up subscriptions, the support team takes into account how much of the subscription period has passed.
- Nothing in this policy limits the rights you have under Saudi consumer protection law.
5. How trainer earnings are held
To protect trainees, trainer earnings are held for 7 days after a remote follow-up subscription is paid, and for 48 hours after each session of a session pack. While a complaint is open, the related earnings stay on hold until it is resolved.