Refund and Cancellation Policy

Effective Date: 11/4/2025

1. Introduction

At Rawi Fitness, we are committed to delivering a high-quality and professional personal training experience. We understand that sometimes plans change, so we’ve developed this refund and cancellation policy to ensure fairness for both you and our business.

This policy outlines your rights and our obligations under UK consumer law and applies to all personal training services provided by Rawi Fitness.

2. Legal Rights and Discretion

Refunds will be issued where required by UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. In circumstances not covered by statutory rights, Rawi Fitness may issue refunds at our discretion, in accordance with the terms of this policy.

3. Payment Methods

We currently accept payment via:

Bank transfer
Cash
Other in-person arrangements (if agreed in writing)

4. Cooling-Off Period (Distance and Off-Premises Contracts)

If you purchase personal training services online, by phone, or away from our business premises, you are entitled to a 14-day cooling-off period beginning the day after your purchase, under the Consumer Contracts Regulations 2013. If you have not started any services during this time, you will receive a full refund.

If you wish to begin receiving personal training services (not during the 14-day cooling-off period), you must sign a waiver confirming this.

In the case where you would like to cancel and receive a refund after the 14-day period or in the case of you received services within the 14-day period, thus waived your right to a refund, we may provide a refund at our discretion. In such cases, you will be charged pro-rata for any services already delivered (including session/s planning, programming, advice, guidance, support and so forth). The remaining balance will be refunded.

5. Waiver: Early Start of Training within Cooling-Off Period

If you wish to begin services within the 14-day cooling-off period, you must agree via written electronic consent to the following:

'I request to begin personal training services within the statutory 14-day cooling-off period. I understand this waives my right to a full refund. If I cancel, I will be refunded only for services not yet delivered, with the value of any completed services deducted on a pro-rata basis.'

6. Session Cancellations and Rescheduling:

Clients must give at least 24 hours notice to cancel or reschedule a session.
Cancellations made with at least 24 hours notice can be rescheduled or refunded.
Cancellations made with less than 24 hours notice may be charged in full at our discretion.
The same 24-hour policy applies to each session within a package.
All cancellations must be communicated via email, text, or phone to be valid.

7. Cancellation Limit Policy:

You may cancel/reschedule up to 3 individual sessions (or 3 sessions within a package) with 24 hours' notice.
Further cancellations may lead to session forfeiture, service suspension, or non-renewal.

8. Refunds:

8.1 Individual Sessions:

Refunds are generally not offered unless Rawi Fitness cancels and cannot reschedule, or unless more than 24 hours’ notice is given, or if less than 24 hours’ notice is given due to exceptional circumstances, at Rawi Fitness’s discretion.
Clients who meet the refund criteria, a refund will be given on a pro-rata basis, and calculated as: Refund = Total session/s price - (session x per-session rate) - service delivery fee (% of total session price, which is , which is 15-25%).

8.2 Multi-Session Packages:

Full refunds will be issued within 14 days of purchase, provided no sessions have been used and no services have begun.
If onboarding (consultation (unless consultation is communicated as free), planning, admin, and so forth) have begun, a service fee of 15-25% may be deducted on a pro-rata basis.
If services (including session/s have been used, the refund will be calculated as:
Refund = Total package price – (sessions used × per-session rate) – service delivery fee (% of total package price, which is 15-25%).

8.3 Unused Packages:

If no sessions have been used but onboarding has begun, a partial refund can be given based on work already completed, which will be on a pro-rata basis of a service fee of 15-25%.
If no work has started and cancellation is within 14 days, a full refund will be issued.
All training packages must be used within 6 months of purchase, as all services will expire and so will not be refundable, unless otherwise agreed in writing.

8.4 Illness, Injury, or Exceptional Circumstances:

Refunds or credits may be offered for illness, bereavement, or emergencies, with valid supporting evidence.
A valid medical certificate may be requested.
Rawi Fitness reserves the right to decline repeated or unsubstantiated claims.

9. Non-Refundable Circumstances

Refunds may not be issued for:

Change of mind after service/s have been completed
Missed sessions without notice
Expired training packages (typically valid for 6 months unless otherwise agreed)
Failure to complete the PAR-Q (Physical Activity Readiness Questionnaire). Training cannot commence without this form. Refunds will be considered in line with the rest of this policy.
Any behaviour that constitutes as inappropriate, threatening, abusive, manipulative, aggressive, violent, or discructive against the property of others.

10. How to Request a Refund

To request a refund, please contact:

Email: rory@rawifitness.info
Address: 74 Trem-y-Castell, Bridgend, CF35 6GA

Please include:

Your full name
Details of your purchase
The reason for your refund request

We aim to respond within 5 business days. Approved refunds will be processed within 7 working days via the original or agreed payment method.

Your personal information will be handled in accordance with GDPR (General Data Protection Regulations) and our privacy policy.

11. Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law:

Consumer Rights Act 2015
Consumer Contracts Regulations 2013
Or any other applicable UK consumer protection legislation.

12. Digital and Online Services (Future Use)

If digital products or virtual coaching are offered in the future:

A 14-day cancellation period applies under the Consumer Contracts Regulations 2013.
If the service is fully delivered within the 14-day period, cancellation rights are waived.
If the service is partially delivered, a partial refund may be given.
No refunds will be issued once digital content has been accessed or downloaded.

13. Contact Us

If you have any questions about this Refund Policy please contact us:

Email at: rory@rawifitness.info
Address at: 74 Trem-y-Castell, Coity, Bridgend, CF35 6GA