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Refund & Cancellation  Policy

​Effective Date:  4 April 2026

 

 

​1. Introduction

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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.

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

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2. Legal Rights and Discretion

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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.

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3. Payment Methods

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We currently accept payment via:

  • Bank transfer

  • Cash

  • Other in-person arrangements (if agreed in writing)

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

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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.

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If you wish to begin receiving personal training services during the 14-day cooling-off period, you must provide your express written request and acknowledgement that your cancellation rights may be reduced once the service has begun.

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If you cancel after the 14-day cooling-off period, or if you asked us to begin providing services during that period, any refund may be reduced to reflect the reasonable value of the services already provided. This may include consultations, assessments, planning, preparation, programme design, administration and completed sessions. The remaining balance, if any, will be refunded.

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

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

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“I request that Rawi Fitness begins providing services during the statutory 14-day cooling-off period. I understand that if I later cancel, I may be required to pay for any services already provided up to the date of cancellation, including consultations, planning, preparation and completed sessions.”

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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 may be rescheduled or, where appropriate under this policy and applicable law, 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.

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7. Cancellation Limit Policy

 

Repeated cancellations or rescheduling requests may lead to session forfeiture, suspension of services or non-renewal, unless there are exceptional circumstances, health issues, disability-related reasons or other circumstances which we reasonably agree justify additional flexibility.

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8. Refunds:

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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.

  • Where a refund is reduced because services have already begun, we may deduct an amount representing the reasonable value of the services already provided, including consultations, assessments, planning, preparation, programme design, administration and completed sessions.

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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 consultations, planning, administration or other preparation work has already begun, we may deduct an amount representing the reasonable value of the work already completed before issuing any refund.

  • Where any sessions or services have already been provided, the refund will be reduced to reflect the reasonable value of those services.

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8.3 Unused Packages:​​

  • If consultations, planning, administration or other preparation work has already begun, we may deduct an amount representing the reasonable value of the work already completed before issuing any refund.

  • Where any sessions or services have already been provided, the refund will be reduced to reflect the reasonable value of those services.

  • If no work has started and cancellation is within 14 days, a full refund will be issued.

  • Training packages are normally valid for 6 months from the date of purchase unless otherwise agreed in writing. We may extend this period in cases of illness, injury, disability, pregnancy, bereavement or other exceptional circumstances.

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8.4 Illness, Injury, or Exceptional Circumstances:​

  • Refunds or credits may be offered for illness, bereavement, or emergencies, with valid supporting evidence.

  • We may request reasonable supporting evidence, such as a medical certificate, where appropriate..

  • Rawi Fitness reserves the right to decline repeated or unsubstantiated claims.​​

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9. Non-Refundable Circumstances

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Refunds may not be issued for:

  • Change of mind after service/s have been completed.

  • Missed sessions without notice.

  • Expired training packages, where the 6-month validity period has passed and no extension has been agreed in accordance with this policy..

  • 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.

  • Behaviour that is threatening, abusive, aggressive, violent, discriminatory, manipulative, or causes damage to property may result in immediate termination of services and may make you ineligible for a refund.

  • Nothing in this section affects your statutory rights.

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10. How to Request a Refund

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To request a refund, please contact:

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Please include:

  • Your full name

  • Details of your purchase

  • The reason for your refund request

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

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Your personal information will be handled in accordance with the UK General Data Protection Regulation (UK GDPR) and our Privacy Policy.

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11. Your Statutory Rights

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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.​

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Nothing in this Policy excludes or limits any rights you have under UK consumer law.

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12. Digital and Online Services (Future Use)

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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, and you requested that delivery begin during that period, you may lose your right to cancel.

  • If the service is partially delivered, a partial refund may be given.

  • Where digital content is supplied immediately and you have expressly agreed that delivery should begin during the 14-day cancellation period, you may lose your right to cancel once the content has been accessed or downloaded.

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13. Contact Us 

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

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

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