BTC Fitness Refund Policy

Effective date: 31^st January 2025.

At BTC Fitness, we are committed to providing the highest quality fitness programs, memberships, and products. If you are not completely satisfied with your purchase, we are here to help. Please review our refund policy below:

Except when required by law, BTC Fitness shall be under no obligation to refund any payment made for services or products. However, we may offer refunds on a case-by-case basis

1. Personal and Group Training Sessions.

1. Once purchased, any training sessions/classes, services or other face to face, ‘in person’ services are non-refundable and non-transferable except in specific cases (as outlined below).
2. In the event that a client wishes to cancel or postpone an in person training session/class and less than 48 hours’ notice is given, no refunds will be made and the full cost of the training session/class will be payable.
3. In the event that a client wishes to cancel in person training sessions or classes, as long as 48 hours or more notice is given a full refund for the any outstanding sessions/classes will be processed by the methods following;
4. In the event of a cancellation of an ‘in person’ training session/class where the client wishes to continue classes after the cancelled session or wishes to reschedule, (accepting that 48 hours or more notice has been given) a simple credit to the client’s account with us will be issued. The client can then use that credit as payment for future sessions/classes. This helps to eliminate waiting times for refund processing and bank charges.
5. In the event of a cancellation of an ‘in person’ training session/class where the client does not wish to continue classes after the cancelled session (accepting that 48 hours or more notice has been given) a full refund will be processed either via the original payment method or vis bank transfer (at the discretion of BTC Fitness). Refunds processed in this way may take 5-7 business days to complete.
6. All refunds will be subject to a decision making process conducted by BTC Fitness management and the success of any refund will be entirely at the discretion of BTC Fitness management.

2. Late Arrivals and Non-Attendance.
   1. If a client arrives late to a session/class, that session/class cannot be extended and will end at the appointed time.
      1. In regard to group sessions/classes: clients are welcome to participate in the remainder of the session/class, but no arrangements will be made for that client to ‘catch up’ with the time missed. i.e. If a client pre-books and pays in advance for a 1-hour session and arrives at the session 25 minutes late, that client will only be able to participate in the remaining 35 minutes of the pre-booked 1-hour session. The fact that the client has paid for 1 hour of training/session is irrelevant in these cases.
      2. In regard to one-on-one personal training sessions: If a client is less than 15 minutes late to a session/class, that session/class will continue as arranged but will not be extended to make up the missed portion and will end at the scheduled time. No refund, part refund, extra session or extra time will be given to make up the time missed.
      3. In regard to one-on-one personal training sessions: If a client is more than 15 minutes late but has made contact to advise us of this; we may be able to extend or postpone the session/class or reschedule for another time, but this is entirely dependent on our other commitments and will be solely at our discretion. If we cannot accommodate any of the above options, we will consider the session/class cancelled at short notice and the full cost of the session/class will be payable.
      4. In regard to one-on-one personal training sessions: if a client is more than 15 minutes late with no previous contact to explain the lateness, we will consider the session/class cancelled at short notice and the full cost of the session/class will be payable.
      5. We encourage all clients to attend sessions/classes promptly.
   2. If a client does not attend a scheduled session or class, for any reason, no refund will be given. If an adolescent in our Teen Training program does not attend a scheduled session/class, irrespective of their parent/guardian being aware of the absence, no refund will be given. In both these cases full payment for the scheduled session/class will be payable.
   3. In the unlikely event that a trainer, through unforeseen circumstances, is late to, or absent from, a session, a full refund for that session will be credited to the client’s account and subtracted from the client’s next payment. In the event that a client has no further sessions booked, a refund will be given to the original payment method or via bank transfer. This may take 5-7 business days to complete.

3. Website Memberships & Online Subscriptions
   1. Refunds are not provided for website memberships or other online subscriptions as the content becomes available, and therefore used, as soon as the membership or subscription is paid. Cancellations to recurring memberships and subscriptions can be made at any time, and you will retain access until the end of the current billing cycle.

4. Fitness Products & Merchandise
   1. Products may be returned for a full refund within 30 days of purchase if they are unused, in original packaging, and accompanied by a receipt.
   2. Digital products (e-books, online courses, etc.) are non-refundable once accessed or downloaded.

5. Special Programs & Events
   1. Registration fees for workshops, events, and special programs are refundable if cancelled at least 7 days before the start date.
   2. No refunds will be issued for cancellations made within 7 days of the event.

6. Medical & Exceptional Circumstances
   1. In cases of medical conditions that prevent participation, refunds or membership freezes may be considered with valid documentation.
   2. Other exceptional cases may be reviewed on a case-by-case basis at our discretion.

7. Refund Processing
   1. Approved refunds will be processed within 5-7 business days to the original payment method or via personal bank transfer.
   2. Any transaction fees incurred are non-refundable.

If you have any questions or need to request a refund, please contact us at admin@btcfitness.com.au

We appreciate your commitment to your fitness journey and look forward to serving you.

BTC Fitness acknowledges the Traditional Owners of the lands across Australia as the continuing custodians of Country and Culture. We pay our respect to First Nations peoples and their Elders, past and present.

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