Refund & Cancellation Policy

1. Overview

At BookThis, we understand that plans change. This policy outlines our cancellation and refund procedures for bookings, memberships, and class packages. Please read this policy carefully before making a purchase.

This policy applies to all bookings made through the BookThis platform. Individual Hosts may have additional policies that will be clearly displayed on their Event pages.

2. Class Booking Cancellations

2.1 Standard Cancellation Window

Members may cancel bookings according to the following schedule:

• More than 24 hours before class: Full refund or credit returned to your account
• 12-24 hours before class: 50% refund or partial credit
• Less than 12 hours before class: No refund or credit (subject to Host discretion)
• No-show: No refund or credit

2.2 How to Cancel a Booking

To cancel a booking:

1. Log in to your BookThis account
2. Navigate to "My Bookings" in your dashboard
3. Select the booking you wish to cancel
4. Click the "Cancel Booking" button
5. Confirm your cancellation

You will receive a confirmation email once your cancellation is processed.

2.3 Host-Initiated Cancellations

If a Host cancels a class:

• You will receive immediate email notification
• Full refund or credit will be automatically applied to your account
• No cancellation fees will apply
• You may be offered an alternative class time

3. Late Cancellations and No-Shows

3.1 Late Cancellation Policy

Cancellations made less than 12 hours before a scheduled class are considered late cancellations and:

• May result in loss of payment or membership credit
• Will be tracked in your account history
• Multiple late cancellations may result in booking restrictions

3.2 No-Show Policy

If you fail to attend a booked class without cancellation:

• You will be marked as a no-show
• No refund or credit will be issued
• The booking fee or membership credit is forfeited
• Repeated no-shows (3 or more in 30 days) may result in temporary booking restrictions

3.3 Emergency Exceptions

We understand that emergencies happen. If you have a genuine emergency (illness, injury, family emergency), please contact us at support@bookthis.com. We will review your case and may waive late cancellation fees at our discretion.

4. Membership Cancellations

4.1 Monthly Memberships

For monthly rolling memberships:

• Cancel anytime before your next billing date
• Access continues until the end of the current billing period
• No refunds for partial months
• Unused classes or credits expire at the end of the billing period (unless specified otherwise)

4.2 Annual Memberships

For annual memberships:

• Within 14 days of purchase: Full refund minus any classes already attended
• After 14 days: No refund, but access continues until the end of the membership period
• Auto-renewal can be disabled at any time to prevent future charges

4.3 How to Cancel a Membership

To cancel your membership:

1. Log in to your account
2. Go to Settings > Membership
3. Click "Cancel Membership"
4. Follow the cancellation process
5. Receive confirmation email

4.4 Membership Freeze

Some memberships may allow temporary freezing instead of cancellation:

• Freeze periods typically range from 7-30 days
• Limited number of freezes per year (typically 1-2)
• Your billing cycle is extended by the freeze duration
• Contact support@bookthis.com to request a membership freeze

5. Class Packages and Credits

5.1 Class Package Refunds

For pre-purchased class packages:

• Within 14 days of purchase with no classes used: Full refund
• After 14 days or if classes used: Pro-rata refund for unused classes minus 10% administration fee
• Expired packages: No refund available

5.2 Credit Expiration

Class credits and packages expire according to their terms:

• 5-class pack: Valid for 3 months
• 10-class pack: Valid for 6 months
• 20-class pack: Valid for 12 months

Expiration dates are clearly shown in your account. We send reminder emails 30 days and 7 days before expiration. Extensions may be granted in exceptional circumstances.

5.3 Non-Transferable Credits

Class credits and packages are:

• Non-transferable to other members
• Tied to your account only
• Cannot be redeemed for cash

6. Refund Processing

6.1 Refund Methods

Refunds are processed using the same payment method used for the original purchase:

• Credit/debit card refunds: 5-10 business days
• Account credits: Instant
• Bank transfers: 7-14 business days

6.2 Account Credit Alternative

Instead of a refund to your original payment method, you may choose to:

• Receive account credit for future bookings
• Credits never expire
• Can be used for any Event on the platform
• Applied automatically to your next booking

6.3 Processing Time

We aim to process all refunds within 5-7 business days of receiving your cancellation. You will receive confirmation once the refund has been initiated. The time for funds to appear in your account depends on your financial institution.

7. Special Circumstances

7.1 Venue Closures

If a venue permanently closes or is temporarily unavailable:

• Full refund for affected bookings
• Pro-rata refund for memberships tied to that venue
• Option to transfer to alternative venue (if available)

7.2 Weather and Force Majeure

For outdoor Events affected by severe weather or unforeseen circumstances:

• Host has discretion to cancel for safety reasons
• Full credit or refund if cancelled by Host
• Alternative date may be offered
• Member-initiated cancellations follow standard policy

7.3 Medical Reasons

For cancellations due to medical reasons:

• Long-term injury or illness may qualify for membership freeze or refund
• Medical documentation may be required
• Contact support@bookthis.com for assistance

8. Disputes and Complaints

8.1 Service Quality Issues

If you're dissatisfied with a class or Event:

• Contact the Host directly first to resolve the issue
• If unresolved, contact BookThis support within 48 hours
• Provide details of the issue and any supporting evidence
• We will investigate and may issue a refund or credit at our discretion

8.2 Refund Disputes

If you believe a refund was incorrectly denied:

• Email support@bookthis.com with your booking reference
• Explain the circumstances of your request
• We will review your case within 5 business days
• Our decision will be communicated via email

8.3 Chargebacks

Important: Initiating a chargeback with your bank instead of contacting us first may result in:

• Immediate account suspension
• Loss of credits and membership benefits
• Potential legal action to recover costs

Please contact us first to resolve any billing disputes. We're here to help and will work with you to find a fair solution.

9. Payment Processing Fees

Please note:

• Payment processing fees (typically 2-3%) are non-refundable
• Refunds are issued for the amount you paid minus processing fees
• This is a standard practice across the industry
• Account credits avoid this fee and provide full value

10. Changes to This Policy

We may update this policy from time to time. Changes will be posted on this page with an updated revision date. Material changes will be communicated via email. Your continued use of the Platform after changes take effect constitutes acceptance of the updated policy.

11. Consumer Rights

This policy does not affect your statutory rights under consumer protection laws. If you are located in the UK or EU, you have additional rights under the Consumer Rights Act 2015 and Consumer Rights Directive, including:

• Right to cancel digital services within 14 days
• Right to a refund for services not provided as described
• Right to compensation for faulty or substandard services

12. Contact Us

If you have questions about this policy or need assistance with a cancellation or refund:

• Email: support@bookthis.com
• Refunds Team: refunds@bookthis.com
• Contact Form: bookthis.com/contact

Our support team is available Monday-Friday, 9am-5pm GMT. We aim to respond to all inquiries within 24 hours.