Cancellation & Refund Policy

1Two kinds of services

Services that allow cancellation before the time

For each service the trainer picks one of the platform's cancellation policies; its name and terms are shown on the service and on the payment page. Current policies: «Flexible»: Free cancellation up to 12 hours before the session; after that, 50% is refunded. — «Moderate»: Free cancellation up to 24 hours before the session; after that, 50% is refunded. — «Strict»: Free cancellation up to 48 hours before the session; after that, nothing is refunded.

• You can cancel from the booking page at any time before the free-cancellation window ends and get the full amount back from the platform.
• If you cancel after the window but before the session, the share stated in the service's policy is refunded (it may be zero), and the rest is not refunded.
• If you don't attend the session without cancelling, nothing is refunded.
• Your booking follows the policy as it was when you booked; later changes to the policies don't affect it.

Services that don't allow cancellation

This is stated explicitly on the service and on the payment page, and your acknowledgement is required. After payment, the amount is not refunded if you cancel. You can still ask to reschedule through the booking if the remaining time allows.

2When the full amount is always refunded

Regardless of the service terms, the platform refunds the full amount in the following cases:

• The trainer cancels a confirmed booking for any reason, or the platform cancels it.
• The trainer doesn't show up for the session or is so late that most of it is missed, once established through a report.
• The session becomes impossible due to force majeure before its time.
• The service materially doesn't match its published description, once established.
• Duplicate payment, or payment after the booking was cancelled automatically because its deadline passed.
• The trainer declines the booking request or their acceptance deadline passes (in which case nothing is charged at all).

The platform makes the refund as the seller, and it does not depend on recovering any amount from the trainer; the platform has recourse against the trainer under the agreement between them.

3Cancelling as a trainee: clear steps

• In “My bookings”, open the booking and choose “Cancel booking”. Before you confirm, you see exactly how much will be refunded.
• Unpaid bookings (awaiting acceptance or payment) are cancelled with no obligation.
• The time the cancellation is recorded on the platform's servers, in Riyadh time, is what counts.
• Not showing up is not a cancellation and gives no right to a refund.

4Rescheduling

• You can ask to move the booking to another time the trainer has free, as long as the published minimum time before the session remains.
• Before the trainer accepts the request, or before payment for an instant booking: the time changes directly and the trainer is notified.
• After the trainer accepts the booking or it is confirmed by payment: the new time is a request that needs the trainer's approval, because the trainer sets their own availability; we tell you this before you send it and ask for your acknowledgement. The trainer is alerted immediately, and your current time stays valid and booked until they approve.
• If the trainer declines or doesn't reply within the set deadline, the current time remains and we let you know. You can withdraw the request at any time before a reply.
• Declining a time change is not a cancellation by the trainer and gives no right to a refund, and the original cancellation terms stay as they are.
• Once the new time is confirmed, the free-cancellation deadline never moves later: it is counted from the original or the new time, whichever is earlier.

5Group bookings, multi-time requests and offers

• A booking for more than one participant is treated as one unit: it is cancelled in full and refunded in full under the terms, and is not split per participant.
• In a multi-time request, the trainer may accept some times and decline others, and you only pay for the accepted ones. After payment, each time is a separate booking with its own cancellation terms and window, and only the cancelled time's amount is refunded.
• With a full refund, what you actually paid after the discount is refunded; the discount value isn't refunded in cash, and the coupon may become usable again if its terms allow.

6Your statutory rights

This policy does not affect any mandatory statutory right of the consumer under the E-Commerce Law and its Implementing Regulations or other laws. If any term conflicts with a mandatory legal provision, the legal provision applies. To contact us or object: open a report from your account or email us at support@trainer-x.com.