Refund Policy
At Iso Fit, we strive to provide the highest quality service and customer satisfaction. This Return and Refund Policy outlines the conditions under which we offer refunds or exchanges for our services, including Pilates, GYROTONIC®, and other related offerings. Please read this policy carefully.
1. Service Refunds
Refunds are typically not offered for services once purchased. However, under special circumstances, we may provide refunds or credits at our discretion, as outlined below:
Class Passes or Packages: Refunds for unused classes or packages may be considered within 7 days of purchase, provided no sessions have been attended. After this period, no refunds will be issued.
Personal Training Sessions: No refunds are provided once a personal training package has been started. If you wish to discontinue sessions, any remaining sessions may be converted into credits, valid for other Iso Fit services.
Memberships: Monthly or annual memberships are non-refundable once initiated. Members may cancel their membership at any time, but refunds for unused periods are not provided. Memberships may be paused or deferred under special circumstances (e.g., medical reasons).
2. Cancellation and Rescheduling
Classes and Group Sessions: Clients must provide at least 24 hours’ notice to cancel or reschedule any class or group session. Failure to provide adequate notice will result in the full session fee being charged, and no refund or credit will be issued.
Private Sessions: Private Pilates or GYROTONIC® sessions must also be canceled or rescheduled at least 24 hours in advance. Cancellations made within this timeframe will be rescheduled at no extra cost. No refunds will be given for missed sessions or late cancellations.
3. Refund Process
If a refund is approved, the process is as follows:
Original Payment Method: Refunds will be issued via the original payment method used for the purchase.
Processing Time: Once a refund is approved, it may take 5-10 business days for the funds to appear in your account, depending on your payment provider.
4. Product Purchases (if applicable)
For any retail products sold by Iso Fit (e.g., mats, apparel, accessories):
Returns: Products may be returned within 14 days of purchase, provided they are unused, in their original packaging, and accompanied by a receipt. No returns will be accepted after this period.
Exchanges: Products in unused and undamaged condition may be exchanged within 14 days of purchase.
Defective Products: If you receive a defective product, please contact us within 7 days of receipt, and we will arrange for an exchange or refund.
5. Non-Refundable Items
The following items are non-refundable:
- Gift cards or vouchers.
- Products or services purchased through third-party vendors.
- Discounted or promotional services or products.
6. Medical and Special Circumstances
Medical Issues: If a medical condition prevents you from continuing with sessions, please contact us as soon as possible. We may offer the option to freeze or extend your package, or in some cases, convert remaining sessions into credits for future use.
Exceptional Circumstances: In certain special circumstances (such as relocation or emergencies), we may offer refunds or credits at our discretion.
7. Contact Information
For any questions regarding this policy or to request a refund, please contact us at:
Email: info@isofit.com.hk
Phone: +852 2869 8630
