REFUND AND CANCELLATION POLICY
GymGoer Pty Ltd
Effective Date: [12/12/25]
Last Updated: [12/12/25]
1. Parties and Application
1.1 This Refund and Cancellation Policy ("Policy") is issued by GymGoer Pty Ltd (ACN 680 858 440) ("GymGoer", "we", "us", "our").
1.2 This Policy applies to all users ("Users", "you", "your") who purchase, access, or use any pass, booking, or service made available through the GymGoer platform, including the mobile application, website, and any associated services.
1.3 This Policy forms part of, and must be read in conjunction with, GymGoer’s Terms and Conditions, Privacy Policy, and any applicable waivers or agreements.
2. Definitions and Interpretation
2.1 In this Policy, unless the context otherwise requires:
(a) Pass means a gym access pass, whether single day or multi day.
(b) Class or Session means any scheduled fitness class, studio booking, or recovery session offered through the GymGoer platform.
(c) Credit means a non cash balance issued to a User’s GymGoer account for future use on the platform.
(d) Check In means the activation of a Pass by scanning or validating access at a participating venue.
2.2 Headings are for convenience only and do not affect interpretation.
3. Gym Pass Validity and Expiry
3.1 All Passes become valid on the date of purchase.
3.2 Unless otherwise expressly stated in the GymGoer application at the time of purchase, all Passes expire 30 days from the date of purchase.
3.3 Upon expiry, a Pass:
(a) cannot be used;
(b) does not roll over; and
(c) is not refundable and not eligible for Credit.
4. Refunds for Gym Passes
4.1 Refunds Prior to First Check In A User may request a refund for a Pass provided that:
(a) the Pass has not been activated or used; and
(b) the request is made within 24 hours of purchase.
4.1.2 Refund requests must be submitted to help@joingymgoer.com and approved at GymGoer’s discretion, subject to Australian Consumer Law.4.2 No Refunds After Check In
4.2.1 Once a Pass has been activated by a Check In:
(a) the Pass becomes strictly non refundable;
(b) no cash refund or Credit will be issued for unused or partially used days; and
(c) no refund will be granted for change of mind, illness, injury, travel issues, or scheduling conflicts.
5. Classes, Studios, and Recovery Sessions
5.1 Cancellations More Than 12 Hours Before Start Time
5.1.1 Where a User cancels a Class or Session more than 12 hours prior to the scheduled start time, the User will be issued with:
(a) a full refund in the form of Credit.
5.1.2 No cash refunds are issued for cancelled Classes or Sessions.
5.2 Cancellations Within 12 Hours
5.2.1 Where a User cancels within 12 hours of the scheduled start time:
(a) no cash refund will be provided; and
(b) no Credit will be issued.
5.3 No Shows and Late Arrivals
5.3.1 A booking will be treated as a no show if a User:
(a) fails to attend a booked Class or Session; or
(b) arrives late and is refused entry by the venue.
5.3.2 No shows are not eligible for refunds or Credits.
6. Venue Closures and Platform Fault6.1 A User will be entitled to a refund or Credit where:
(a) a venue is unexpectedly closed;
(b) access is denied due to an error caused by GymGoer; or
(c) a confirmed booking cannot be honoured due to a system or operational failure attributable to GymGoer.
6.2 In such circumstances, GymGoer may, at its discretion:
(a) issue a refund to the original payment method; or
(b) issue Credit of equivalent value.
7. Credits
7.1 Credits:
(a) are not legal tender and are not redeemable for cash;
(b) may only be used within the GymGoer platform;
and
(c) are not transferable unless expressly permitted by GymGoer.
7.2 GymGoer reserves the right to impose reasonable conditions on the use of Credits, provided such conditions comply with Australian Consumer Law.
8. Australian Consumer Law
8.1 Nothing in this Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Australian Consumer Law or other applicable legislation.
8.2 Where a failure constitutes a major failure under Australian Consumer Law, a User may be entitled to a refund or replacement. Where a failure is not major, GymGoer may choose to remedy the failure within a reasonable time.
9. Misuse and Abuse
9.1 GymGoer may refuse refunds or Credits where it reasonably believes that a User has engaged in:
(a) misuse of the platform;
(b) fraudulent conduct; or
(c) repeated or abusive refund behaviour.
9.2 GymGoer may suspend or terminate accounts in accordance with its Terms and Conditions.
10. Refund Requests and Contact
10.1 All refund or Credit requests must be submitted in writing to:
10.2 Requests must include:
(a) the User’s full name;
(b) the email address linked to the account;
(c) the date of purchase or booking;
(d) the relevant venue or Class; and
(e) the reason for the request.
11. Amendments
11.1 GymGoer may amend this Policy from time to time.
11.2 The current version of this Policy will be made available via the GymGoer application and website.
11.3 Continued use of the platform following any amendment constitutes acceptance of the amended Policy.
