Refunds, credits & resolutions policy

1. Introduction

Welcome to TrainNow.

TrainNow is a technology marketplace that connects Customers with independent fitness Trainers for in-person, outdoor, gym-based, home-based, and other fitness and wellness services.

TrainNow is committed to creating a trusted, transparent, and fair marketplace for both Customers and Trainers. This Refunds, Credits & Resolutions Policy ("Policy") explains how TrainNow handles requests relating to refunds, account credits, booking resolutions, payment disputes, and exceptional circumstances.

Rather than relying solely on monetary refunds, TrainNow may, where appropriate, resolve issues through alternative remedies such as account credits, rescheduling, replacement Trainers, or other fair resolutions designed to balance the interests of Customers, Trainers, and the Platform.

This Policy should be read together with our:

• Terms & Conditions
• Cancellation Policy
• Privacy Policy
• Trainer Terms of Service
• Customer Terms of Service

By accessing or using TrainNow, you acknowledge that you have read, understood, and agreed to this Policy.

2. Scope

This Policy applies to every booking made through the TrainNow Platform, including but not limited to:

• Personal Training
• Strength & Conditioning
• Weight Loss Coaching
• Yoga
• Pilates
• HIIT
• Functional Fitness
• Outdoor Training
• Home Training
• Gym Sessions
• Corporate Wellness
• Online Coaching (where available)
• Any additional services introduced by TrainNow

This Policy applies whether bookings are made through the TrainNow mobile application, the TrainNow website, or any other official TrainNow platform.

3. Marketplace responsibility

TrainNow is a technology platform that facilitates bookings between Customers and independent Trainers. Unless expressly stated otherwise, TrainNow does not directly provide fitness instruction or personal training services.

Accordingly:

• Trainers are responsible for delivering booked services.
• Customers are responsible for selecting Trainers who meet their individual fitness needs.
• TrainNow provides the technology, support infrastructure, and marketplace services that enable those interactions.

Where payments are processed through TrainNow, TrainNow administers refunds and resolutions in accordance with this Policy.

Where payments occur directly between a Customer and a Trainer outside the Platform, TrainNow generally cannot reverse, recover, or refund those payments because TrainNow is not a party to that financial transaction. However, TrainNow may investigate complaints and take appropriate action under its platform policies.

4. Guiding principles

Every refund request is assessed according to the following principles:

• fairness;
• transparency;
• good faith;
• customer protection;
• protection of Trainers' legitimate earnings;
• platform integrity;
• compliance with applicable laws.

TrainNow aims to resolve disputes promptly while maintaining confidence in the marketplace.

5. Refunds, credits & resolutions framework

TrainNow may resolve an issue in one or more of the following ways, depending on the circumstances:

Remedy	What it means
A. Full refund	Where appropriate, the Customer receives the full amount paid through the Platform.
B. Partial refund	Where part of the booked service has already been delivered or where partial compensation is appropriate.
C. TrainNow Credit	A credit added to the Customer's TrainNow account that may be used toward future eligible bookings.
D. Rescheduling	The existing booking is moved to another mutually agreed date or time.
E. Replacement Trainer	TrainNow may assist the Customer in securing another available Trainer where appropriate.
F. Alternative resolution	TrainNow may implement another reasonable solution that fairly addresses the circumstances of the case.

The appropriate remedy will depend on the facts of each situation.

6. General refund eligibility

Customers may be eligible for a refund, credit, or another resolution where:

• a Trainer cancels a confirmed booking;
• a verified Trainer fails to attend the session;
• duplicate payments occur;
• technical errors result in incorrect charges;
• unauthorized transactions are confirmed;
• the Platform experiences material operational failures;
• exceptional circumstances arise;
• TrainNow determines that a refund or alternative remedy is fair and appropriate.

Refunds are not automatic and are subject to review where necessary.

7. Customer cancellation outcomes

Where a Customer cancels a booking, eligibility for a refund, credit, or another resolution will generally be determined in accordance with the TrainNow Cancellation Policy.

Subject to that Policy:

• cancellations made more than twenty-four (24) hours before the scheduled session will generally qualify for a full refund, less any clearly disclosed non-refundable fees where applicable;
• cancellations made between twelve (12) and twenty-four (24) hours before the session may qualify for a partial refund, TrainNow Credit, or another appropriate resolution;
• cancellations made less than twelve (12) hours before the scheduled session will generally not qualify for a refund unless exceptional circumstances apply.

8. Trainer cancellation outcomes

If a Trainer cancels a confirmed booking, TrainNow may provide one or more of the following:

• a full refund;
• TrainNow Credit;
• assistance in booking another available Trainer;
• rescheduling of the session;
• another appropriate resolution.

Repeated Trainer cancellations may result in disciplinary action under the Trainer Terms of Service.

9. No-show resolution

Customer no-show

Where a Customer fails to attend a confirmed booking without cancelling in accordance with the Cancellation Policy:

• refunds will generally not be available;
• the Trainer may remain entitled to payment where applicable.

Trainer no-show

Where a Trainer fails to attend a confirmed booking without reasonable notice, TrainNow may provide:

• a full refund;
• TrainNow Credit;
• a replacement Trainer;
• priority assistance in securing another booking.

Repeated no-shows may affect the Trainer's standing on the Platform.

10. Cooling-off rights

TrainNow recognises that South African consumer protection legislation, including the Consumer Protection Act, 2008 ("CPA"), may provide consumers with certain cooling-off rights in specific circumstances.

Where applicable law grants a Customer a statutory right to cancel a transaction during a prescribed cooling-off period, TrainNow will honour those rights to the extent required by law.

However, Customers acknowledge that:

• not every booking qualifies for a statutory cooling-off right;
• the availability of a cooling-off right depends on the nature of the transaction and applicable legislation;
• where a service has already commenced at the Customer's request before the cooling-off period expires, the Customer may not be entitled to a full refund under applicable law.

11. Offline payments

TrainNow supports both Platform Payments (where available) and direct offline payment arrangements between Customers and Trainers.

Where a Customer chooses to pay a Trainer directly outside the Platform:

• TrainNow does not process the payment;
• TrainNow cannot reverse or recover the funds;
• monetary refunds must ordinarily be resolved directly between the Customer and the Trainer.

Nevertheless, TrainNow may investigate complaints, issue warnings, suspend Trainers, remove Trainers from the Platform, or assist with dispute resolution where reasonably possible.

Customers are encouraged to use Platform Payments whenever available to benefit from TrainNow's refund and dispute resolution processes.

12. Duplicate, failed & unauthorized transactions

Duplicate charges

Where TrainNow confirms that a Customer has been charged more than once for the same booking due to a technical error, the duplicate amount will be refunded.

Failed transactions

If a payment fails but funds appear to have been deducted, TrainNow will investigate the transaction with the relevant payment provider. Refund timing may depend on the Customer's financial institution.

Unauthorized transactions

Customers who believe that an unauthorized payment has been processed through their TrainNow account should notify TrainNow immediately. TrainNow may:

• temporarily restrict the affected account;
• investigate the transaction;
• request supporting documentation;
• cooperate with payment providers where appropriate.

Verified unauthorized transactions will be handled in accordance with applicable law and this Policy.

13. Exceptional circumstances

TrainNow understands that unforeseen events may prevent Customers or Trainers from fulfilling a booking. Exceptional circumstances may include, but are not limited to:

• serious illness;
• hospitalization;
• medical emergencies;
• accidents;
• bereavement;
• severe weather conditions making travel unsafe;
• government restrictions or public emergencies;
• significant transport disruptions;
• natural disasters;
• other circumstances that TrainNow reasonably determines to be beyond the control of the affected party.

Where exceptional circumstances are verified, TrainNow may, at its sole discretion and in accordance with applicable law, offer one or more of the following: a full refund, a partial refund, TrainNow Credit, rescheduling of the booking, or another fair resolution.

TrainNow may request supporting documentation before approving requests under this section.

14. Service quality concerns

TrainNow is committed to maintaining a high-quality marketplace. If a Customer believes that a booked service was materially different from what was advertised on the Platform, the Customer should notify TrainNow as soon as reasonably practicable. Examples include:

• the Trainer did not provide the booked service;
• the Trainer failed to arrive prepared to deliver the agreed session;
• the session ended significantly earlier than scheduled without reasonable justification;
• conduct that materially breaches TrainNow's policies.

Where appropriate, TrainNow may investigate and determine whether a refund, credit, replacement Trainer, or another resolution is warranted.

Minor differences in coaching style, personality, communication preferences, or subjective expectations will not automatically qualify for a refund.

15. Promotional credits

TrainNow may issue promotional credits instead of, or in addition to, monetary refunds where appropriate. Credits may be offered for reasons including customer goodwill, service recovery, promotional campaigns, platform disruptions, loyalty programmes, or dispute resolutions.

Unless otherwise stated:

• Promotional Credits have no cash value.
• Promotional Credits cannot be transferred or sold.
• Promotional Credits cannot be exchanged for cash.
• Promotional Credits may expire after the validity period communicated at the time of issue.
• TrainNow reserves the right to withdraw Promotional Credits obtained through fraud or abuse.

16. Non-refundable circumstances

Except where required by applicable law, refunds will generally not be granted in the following situations:

• the Customer fails to attend the session without an eligible cancellation;
• cancellation occurs outside the applicable cancellation window;
• dissatisfaction is based solely on personal preference where the Trainer substantially delivered the booked service;
• the Customer changes their mind after the service has been fully delivered;
• payments were made directly to the Trainer outside the Platform;
• the Customer provided inaccurate booking information that materially affected service delivery;
• the Customer violated TrainNow's Terms or Community Guidelines;
• the refund request is fraudulent, abusive, or misleading.

Each request will nevertheless be assessed on its individual merits.

17. Fraud prevention

TrainNow maintains zero tolerance for fraudulent refund activity. Examples of prohibited conduct include:

• submitting false refund claims;
• providing altered or misleading evidence;
• abusing promotional credits;
• creating multiple accounts to obtain repeated refunds;
• collusion between Customers and Trainers;
• payment fraud;
• identity fraud.

Where fraud is suspected, TrainNow may suspend the relevant account, deny the refund request, reverse improperly issued credits, cancel future bookings, permanently terminate accounts, or report suspected criminal conduct to the appropriate authorities where required or permitted by law.

18. Chargebacks

Customers are encouraged to contact TrainNow before initiating a chargeback through their bank or payment provider. Many concerns can be resolved more quickly through TrainNow's internal dispute resolution process.

If a chargeback is initiated:

• TrainNow may investigate the circumstances;
• supporting documentation may be provided to the payment provider;
• bookings related to the disputed transaction may be suspended while the investigation is ongoing;
• user accounts may be temporarily restricted where reasonably necessary to protect the Platform.

Fraudulent or abusive chargebacks may result in suspension or permanent removal from TrainNow.

Nothing in this section limits a Customer's legal rights under applicable payment network rules or South African law.

19. Refund request procedure

Customers seeking a refund, credit, or other resolution should submit a request through the TrainNow Platform or official support channels. Where applicable, Customers should provide:

• booking reference number;
• description of the issue;
• supporting photographs;
• screenshots;
• relevant communications;
• any additional information reasonably requested by TrainNow.

Failure to provide sufficient information may delay the investigation.

20. Investigation & resolution process

TrainNow aims to investigate complaints fairly, objectively, and promptly. During an investigation, TrainNow may review:

• booking records;
• cancellation history;
• in-app communications;
• payment records;
• Trainer responses;
• Customer responses;
• timestamps;
• GPS or location verification (where available and lawfully collected);
• uploaded evidence;
• any other information reasonably relevant to the dispute.

Following the investigation, TrainNow may determine that the appropriate outcome is: no action, full refund, partial refund, TrainNow Credit, replacement Trainer, rescheduling, or another fair resolution.

TrainNow will endeavour to communicate the outcome together with a brief explanation of the decision.

21. Resolution timeframes

TrainNow aims to resolve most refund and dispute requests within the following indicative timeframes:

Stage	Target timeframe
Initial acknowledgement	Within 2 business days
Standard investigation	Within 7 business days
Complex investigations requiring additional evidence	Up to 21 business days
Approved monetary refunds	Generally processed within 5–10 business days

The time taken for funds to appear may vary depending on the Customer's financial institution or payment provider. These timeframes are targets and may be extended where circumstances reasonably require.

22. Health & fitness disclaimer

Fitness results vary significantly between individuals. TrainNow does not guarantee weight loss, muscle gain, athletic performance, rehabilitation outcomes, improvements in physical appearance, or achievement of specific fitness goals.

Success depends on numerous factors including individual effort, consistency, nutrition, medical condition, adherence to training programmes, and guidance from qualified healthcare professionals where appropriate.

Accordingly, dissatisfaction based solely on the absence of desired fitness outcomes does not automatically entitle a Customer to a refund, credit, or other resolution.

Customers are encouraged to consult an appropriately qualified healthcare professional before beginning any exercise programme, particularly where they have existing medical conditions or concerns.

23. Limitation of liability

To the fullest extent permitted by applicable law, TrainNow's liability in relation to refunds, credits, and resolutions is limited to amounts paid through the TrainNow Platform for the relevant booking.

TrainNow is not responsible for:

• cash payments made directly to Trainers;
• private agreements entered into outside the Platform;
• consequential or indirect losses arising from transactions conducted outside TrainNow;
• losses resulting from inaccurate information supplied by Customers or Trainers.

Nothing in this Policy excludes, limits, or restricts any liability that cannot lawfully be excluded or limited under applicable South African law, including the Consumer Protection Act, 2008.

24. Consumer rights

Nothing contained in this Policy is intended to exclude, limit, or waive any rights or remedies that Customers may have under applicable South African consumer protection legislation.

Where any provision of this Policy conflicts with mandatory consumer protection laws, the applicable law shall prevail to the extent of the conflict.

25. Policy updates

TrainNow may amend this Policy periodically to reflect changes in applicable law, operational improvements, new Platform features, payment methods, or industry best practices.

Material changes will be communicated through the TrainNow website, mobile application, email, or other appropriate communication channels. Continued use of the Platform after the effective date of an updated Policy constitutes acceptance of the revised Policy.

26. Contact us

If you have questions regarding this Refunds, Credits & Resolutions Policy or wish to submit a request, please contact:

• TrainNow Support
• Email: support@trainnowafrica.app
• Website: trainnowafrica.app
• Support Hours: Monday – Friday, 09:00 – 18:00 (South African Standard Time)

27. Governing law & jurisdiction

This Policy shall be governed by and interpreted in accordance with the laws of the Republic of South Africa.

Any dispute arising from or relating to this Policy or the use of the TrainNow Platform shall be subject to the applicable laws and courts of South Africa, unless another dispute resolution mechanism is required or agreed under applicable law.

Nothing in this Policy limits any mandatory rights or remedies available to consumers under the Consumer Protection Act, 2008, the Electronic Communications and Transactions Act, 2002, or any other applicable South African legislation.