Refund Policy

1. Membership Refunds

1.1 Fixed-Term Memberships

Fixed-term memberships (such as 6-month or 12-month contracts) represent a commitment for the full term. These memberships:

• Are non-refundable except during the cooling-off period (see Section 2)
• May be canceled before the term ends subject to an early termination fee as specified in your membership agreement
• Cannot be refunded retrospectively for periods of non-use

1.2 Month-to-Month Memberships

Month-to-month memberships may be canceled with 30 days' written notice. Refunds for month-to-month memberships are processed as follows:

• No refund is provided for the current billing period
• Future billing will be canceled once the notice period has elapsed
• Any payments processed after a valid cancellation request will be refunded in full

1.3 Prepaid Memberships

For memberships paid in full upfront (such as annual memberships with prepayment):

• Cancellations within the cooling-off period qualify for a full refund minus any usage fees
• Cancellations after the cooling-off period but before the term ends may qualify for a partial refund of the unused portion, less an early termination fee
• The refund amount will be calculated based on the regular monthly rate for the months used, which may result in a lower refund than a straight prorated calculation

2. Cooling-Off Period

In accordance with consumer protection regulations, we provide a cooling-off period for new memberships.

2.1 Duration

The cooling-off period extends for 14 days from the date of signing your membership agreement.

2.2 Eligibility

To be eligible for a cooling-off period cancellation:

• Your membership must be new (not a renewal)
• Your cancellation request must be submitted in writing within the 14-day period

2.3 Refund Calculation

If you cancel during the cooling-off period:

• You will receive a full refund of your membership fee
• We will deduct a reasonable usage fee for any visits made during this period (calculated at our standard day pass rate)
• Any enrollment or administrative fees may be non-refundable as specified in your membership agreement

3. Cancellation Process

3.1 How to Cancel

To cancel your membership, you must:

1. Submit your cancellation request in writing by:
   • Completing our Cancellation Form (available at the reception desk or downloadable from our website)
   • Sending an email to memberships@pirlatswap.com
   • Sending a letter to our address
2. Include your full name, membership number, and reason for cancellation
3. Provide any supporting documentation if claiming a special circumstance cancellation (e.g., medical certificate)

3.2 Confirmation

You will receive confirmation of your cancellation request within 5 business days. This confirmation will include:

• The effective date of cancellation
• Details of any refund you may receive or final payment due
• Instructions for returning any membership cards or access devices

3.3 Cancellation Fees

Cancellation fees vary based on your membership type:

• Month-to-month memberships: No cancellation fee (30 days' notice required)
• Fixed-term memberships: Early termination fee as specified in your membership agreement (typically the lesser of 30% of the remaining contract value or £100)
• Special circumstances: Fees may be reduced or waived (see Sections 6 and 8)

4. Refunds for Additional Services

4.1 Personal Training Sessions

For personal training sessions and packages:

• Individual sessions canceled with at least 24 hours' notice can be rescheduled without penalty
• Sessions missed without adequate notice are forfeited with no refund
• Personal training packages are non-refundable once started but may be transferred to another member with management approval
• Unused prepaid sessions expire 6 months from the date of purchase unless otherwise specified

4.2 Group Classes and Specialty Programs

For group classes and specialty programs:

• Class bookings canceled more than 12 hours in advance can be rescheduled
• Prepaid specialty programs (such as 8-week challenges) are refundable up to 7 days before the start date
• After a program has commenced, refunds are provided only in case of injury or illness with appropriate documentation
• Refunds for programs in progress will be prorated based on the number of sessions remaining

4.3 Merchandise and Products

For merchandise and products purchased at our facilities:

• Unopened products in original packaging may be returned within 14 days with receipt for a full refund
• Opened products are not eligible for return unless defective
• Defective products should be returned immediately with proof of purchase for replacement or refund
• Personalized or custom items are non-refundable

5. Membership Freeze Options

As an alternative to cancellation, we offer membership freeze options that allow you to temporarily suspend your membership.

5.1 Standard Freeze

• Members may freeze their membership for a minimum of 2 weeks and a maximum of 8 weeks per calendar year
• A freeze request must be submitted at least 7 days in advance
• A reduced membership fee (typically 25% of the regular rate) applies during the freeze period
• The membership term will be extended by the duration of the freeze period

5.2 Medical Freeze

• For medical reasons, memberships can be frozen for up to 3 months with proper documentation
• A medical certificate or letter from a healthcare provider is required
• No fee is charged during a medical freeze period
• Extensions beyond 3 months require additional documentation or conversion to a cancellation

5.3 Pregnancy Freeze

• Memberships can be frozen for up to 6 months for pregnancy and postnatal recovery
• Documentation from a healthcare provider is required
• No fee is charged during this freeze period

6. Medical-Related Refunds

6.1 Permanent Medical Conditions

If you develop a permanent medical condition that prevents you from using our facilities:

• You may cancel your membership without an early termination fee
• A refund for the unused portion of prepaid memberships will be provided
• Written confirmation from a qualified medical practitioner is required, stating that you are permanently unable to use the fitness facilities

6.2 Temporary Medical Conditions

For temporary medical conditions:

• We recommend using the Medical Freeze option (see Section 5.2)
• If your recovery will extend beyond the maximum freeze period, special arrangements can be discussed with our membership team

6.3 Documentation Requirements

All medical-related refund requests must include:

• A signed letter or certificate from a qualified medical practitioner
• The nature of the condition (specific details are not required, just confirmation that you cannot exercise)
• The expected duration of the condition (for temporary conditions)

7. Refund Processing

7.1 Processing Time

Refunds are processed as follows:

• Approved refund requests are processed within 10 business days
• The refund will be issued to the original payment method used for the purchase
• Credit/debit card refunds may take an additional 3-5 business days to appear on your statement, depending on your financial institution

7.2 Refund Methods

Refunds will be processed using the following methods:

• Credit/debit card payments: Refunded to the original card
• Bank transfers: Refunded to the originating account
• Cash payments: Refunded via bank transfer (bank details will be required)
• Alternative refund methods may be arranged in exceptional circumstances

7.3 Partial Refunds

For partial refunds (such as prorated membership refunds):

• The refund amount will be clearly communicated before processing
• Any deductions (such as early termination fees or usage fees) will be itemized
• Administrative fees may apply as specified in your membership agreement

8. Relocation Policy

8.1 Relocation Beyond Service Area

If you are relocating to an area more than 15 miles from any PirlatSwap facility:

• You may cancel your fixed-term membership without an early termination fee
• Proof of your new address is required (such as a new lease agreement, mortgage document, or utility bill)
• The standard 30-day notice period still applies

8.2 Membership Transfer

If you are relocating to an area with another PirlatSwap location:

• Your membership can be transferred to the new location
• Any difference in membership fees between locations may apply
• Transfer requests should be submitted at least 14 days before your planned move

9. Dispute Resolution

If you are dissatisfied with a refund decision:

1. Contact our Member Services team directly to discuss your concerns
2. If the issue remains unresolved, submit a formal appeal in writing to our Management team at management@pirlatswap.com
3. Include your membership details, the nature of your dispute, and any relevant documentation
4. We will review your appeal and respond within 14 business days

If we are unable to resolve your dispute internally, you may contact your local consumer protection agency or seek independent legal advice.

10. Contact Information

For questions about refunds or to submit a refund request, please contact our Member Services team:

Our Member Services team is available Monday through Friday, 9:00 AM to 6:00 PM.