Legal

Cancellation policy

Last updated: July 21, 2026

1. Introduction

Welcome to TrainNow.

TrainNow is a digital marketplace that connects Customers with independent, verified fitness Trainers for personal fitness sessions, wellness coaching, and related fitness services.

This Cancellation Policy explains how bookings may be cancelled, rescheduled, or forfeited, and outlines the rights and responsibilities of Customers, Trainers, and TrainNow.

By creating an account, booking a session, or using the TrainNow platform, you agree to this Cancellation Policy.

2. Scope

This policy applies to all bookings made through the TrainNow platform, including but not limited to:

  • Personal Training
  • Strength Training
  • Weight Loss Coaching
  • Yoga Sessions
  • Pilates
  • HIIT Training
  • Outdoor Fitness Sessions
  • Home Training
  • Gym Sessions
  • Corporate Wellness Sessions
  • Any additional fitness services offered through TrainNow

3. Definitions

For purposes of this Policy:

  • Customer means the individual booking a fitness session.
  • Trainer means an independent fitness professional providing services through TrainNow.
  • Booking means a confirmed reservation for a fitness service.
  • Session means the scheduled fitness appointment.
  • Cancellation means terminating a confirmed booking before the scheduled session.
  • Reschedule means changing the agreed session date or time.
  • No-Show means either party fails to appear within the permitted waiting period.

4. Cancellation principles

TrainNow aims to provide a fair balance between:

  • protecting Customers from unfair losses;
  • protecting Trainers from lost income;
  • maintaining trust and professionalism across the platform.

Repeated cancellations negatively affect the marketplace and may result in account restrictions.

5. Customer cancellation policy

Customers may cancel a booking directly through the TrainNow application before the scheduled session. Cancellation consequences depend on how much notice is given.

Notice givenWhat happens
More than 24 hours before the sessionCustomer may cancel without penalty. Where payment was made through TrainNow, the Customer is eligible for a full refund (subject to the Refund Policy). The Trainer receives immediate notification.
Between 12 and 24 hours before the sessionCustomer may cancel. Depending on the payment method and booking terms, a full refund, partial refund, or platform credit may apply. TrainNow reserves the right to compensate Trainers for late cancellations where applicable.
Less than 12 hours before the sessionLate cancellations significantly impact Trainers. Cancellation fees may apply, refund eligibility may be reduced or forfeited, and repeated late cancellations may affect the Customer's account standing.

6. Trainer cancellation policy

Trainers are expected to honor every confirmed booking. If a Trainer needs to cancel, the Trainer must:

  • cancel immediately through the platform;
  • provide a valid reason where requested;
  • notify the Customer promptly.

Repeated cancellations by Trainers may result in reduced visibility in search, temporary suspension, or permanent removal from TrainNow.

7. Trainer no-show

A Trainer is considered a No-Show if:

  • they fail to arrive within fifteen (15) minutes of the scheduled start time;
  • they fail to communicate with the Customer;
  • they abandon the booking without reasonable explanation.

Where verified, Customers may receive a full refund (if applicable), promotional credit, or assistance booking another Trainer. TrainNow may investigate repeated incidents.

8. Customer no-show

A Customer is considered a No-Show if they:

  • fail to arrive within fifteen (15) minutes;
  • cannot be reached;
  • fail to notify the Trainer.

Where payment has already been made, refund eligibility may be forfeited. Repeated No-Shows may lead to warnings, temporary booking restrictions, or account suspension.

9. Late arrival

Customer late arrival: if the Customer arrives late, the Trainer is not obligated to extend the session beyond the scheduled end time. If both parties agree, additional time may be provided.

Trainer late arrival: if the Trainer arrives late, the Trainer should extend the session by the lost time where reasonably possible. If this is not possible, the Customer may request partial compensation, rescheduling, or a refund, depending on circumstances.

10. Rescheduling

Customers may request to reschedule bookings. Approval depends on Trainer availability, notice provided, and previous booking history. Repeated rescheduling may be treated as cancellations.

11. Emergency cancellations

TrainNow understands emergencies occur. Examples include hospitalization, accident, serious illness, bereavement, natural disasters, and government restrictions. TrainNow may request supporting documentation before granting exceptions. Emergency cancellations are reviewed individually.

12. Weather conditions

For outdoor sessions, if weather makes training unsafe, the Trainer and Customer should attempt to relocate, reschedule, or conduct the session virtually (if available). Where no agreement can be reached, cancellation rules may be adjusted at TrainNow's discretion.

13. Safety-related cancellation

Either party may cancel immediately if they reasonably believe continuing the session would endanger health, personal safety, or property — for example, an unsafe location, threatening behaviour, intoxication, harassment, or criminal activity. TrainNow may investigate such incidents.

14. Trainer verification issues

TrainNow may cancel any booking if a Trainer's verification expires, fraudulent documents are discovered, or safety concerns arise. Customers affected will receive assistance with rebooking or refunds where applicable.

15. Platform cancellation

TrainNow reserves the right to cancel bookings where necessary, including for technical failures, duplicate bookings, fraud detection, payment issues, or legal compliance requirements. Customers and Trainers will be notified as soon as practicable.

16. Repeated abuse

TrainNow monitors excessive cancellations, repeated rescheduling, suspicious booking behaviour, and fraudulent activity. Accounts may be warned, restricted, suspended, or permanently removed.

17. Communication requirements

All cancellations should be made through the TrainNow platform. Customers and Trainers should avoid relying solely on external communication channels to cancel bookings, as TrainNow may not be able to verify those communications in the event of a dispute.

18. Force majeure

Neither TrainNow, the Customer, nor the Trainer shall be held responsible for failure to perform obligations due to events beyond reasonable control, including but not limited to floods, fire, war, civil unrest, government restrictions, pandemics, widespread internet outages, and power grid failures. Affected bookings may be rescheduled without penalty where feasible.

19. Dispute resolution

If a cancellation dispute arises, TrainNow may review booking history, in-app messages, timestamps, uploaded evidence, trainer reports, customer reports, and location verification (where available).

TrainNow's decision will be made in good faith based on the available evidence. Nothing in this policy limits any rights users may have under applicable law.

20. Marketplace responsibility

TrainNow operates as a technology marketplace that enables Customers to discover, connect with, and book independent fitness Trainers. Unless expressly stated otherwise, TrainNow does not directly provide personal training or fitness instruction.

By using the Platform, Customers and Trainers acknowledge and agree to the following:

20.1 Independent Trainers

All Trainers offering services through TrainNow are independent service providers and are not employees, agents, representatives, joint venture partners, or legal affiliates of TrainNow. Each Trainer is solely responsible for:

  • delivering the fitness services they offer;
  • maintaining appropriate professional qualifications, certifications, and licenses where required;
  • ensuring that services are delivered safely and professionally;
  • complying with applicable laws, regulations, and professional standards;
  • maintaining any insurance required by law or by their professional practice.

TrainNow does not supervise, direct, or control the manner in which Trainers perform their services.

20.2 Role of TrainNow

TrainNow provides the technology platform that enables Customers and Trainers to create user accounts; discover and compare Trainers; schedule and manage bookings; communicate through approved platform features; access customer support; and use additional platform services that may be introduced from time to time.

TrainNow does not guarantee that any Trainer will meet a Customer's individual expectations, achieve specific fitness outcomes, or be available at all times.

20.3 Trainer verification

TrainNow may conduct verification checks on Trainers, including identity verification, certification review, and other screening processes, to improve trust and safety within the Platform.

However, such verification should not be interpreted as a guarantee, endorsement, certification of competence, or warranty of any Trainer's skills, experience, conduct, or suitability for a particular Customer or fitness objective. Customers are encouraged to review each Trainer's profile, qualifications, experience, ratings, and reviews before making a booking.

20.4 Customer responsibilities

Customers are responsible for:

  • providing accurate health information where requested;
  • informing Trainers of any medical conditions, injuries, or physical limitations that may affect participation;
  • following reasonable safety instructions provided by Trainers;
  • arriving on time for scheduled sessions;
  • selecting Trainers whose qualifications and experience align with their fitness goals.

Customers should consult an appropriately qualified healthcare professional before beginning any new fitness or exercise programme, particularly if they have pre-existing medical conditions, injuries, or health concerns.

20.5 Trainer responsibilities

By accepting bookings through TrainNow, Trainers agree to:

  • provide services professionally, ethically, and safely;
  • honour confirmed bookings whenever reasonably possible;
  • communicate promptly with Customers regarding scheduling changes;
  • maintain truthful and up-to-date profile information;
  • comply with TrainNow policies and applicable laws;
  • treat Customers with dignity, professionalism, and respect.

20.6 Platform oversight

To help maintain quality and safety, TrainNow may:

  • review customer complaints;
  • investigate reported incidents;
  • suspend or remove Trainers or Customers who violate platform policies;
  • request additional verification documents;
  • monitor platform activity to detect fraud, abuse, or policy violations;
  • cancel bookings where necessary to protect users or comply with legal obligations.

These actions are intended to support the integrity of the Platform and do not create an employer–employee relationship between TrainNow and any Trainer.

20.7 Service quality

While TrainNow strives to maintain a high-quality marketplace, individual fitness sessions are delivered by independent Trainers. Accordingly, TrainNow cannot guarantee specific fitness results, weight loss or muscle gain, improvements in athletic performance, compatibility between Customers and Trainers, or uninterrupted availability of any Trainer.

Fitness outcomes vary based on many factors, including individual effort, consistency, health status, nutrition, and adherence to training programmes.

20.8 Limitation of marketplace responsibility

To the fullest extent permitted by applicable law, TrainNow is not responsible for:

  • injuries arising from a Trainer's failure to follow professional standards;
  • inaccurate information provided by Customers or Trainers;
  • agreements made outside the TrainNow platform;
  • payments made outside the Platform where TrainNow was not involved in processing the transaction;
  • disputes arising from arrangements that materially differ from the original booking made through TrainNow.

Nothing in this section excludes or limits any liability that cannot lawfully be excluded under applicable law.

20.9 Good faith participation

TrainNow expects all users to interact honestly, respectfully, and in good faith. Customers and Trainers are encouraged to communicate through official platform channels where possible, report safety concerns promptly, comply with TrainNow policies, and cooperate during investigations or dispute resolution processes.

Failure to comply with these expectations may result in warnings, suspension, or permanent removal from the Platform.

30. Policy violations

Violation of this policy may result in:

  • cancellation of bookings;
  • temporary suspension;
  • permanent account termination;
  • loss of platform privileges.

31. Changes to this policy

TrainNow may update this Cancellation Policy from time to time to reflect operational, legal, or regulatory changes. Users will be notified of material changes through the website, mobile application, or email where appropriate. Continued use of TrainNow after changes take effect constitutes acceptance of the updated policy.

32. Contact us

If you have questions regarding this Cancellation Policy, please contact: