Please Read Carefully: Refund eligibility depends on the type of purchase (SaaS subscription, gym membership, or store product). Each category has different rules as described below.
1. Overview
Gymatrix operates as a multi-sided platform connecting gym owners (businesses) with their members (consumers). The Platform facilitates three distinct types of commercial transactions:
- SaaS Subscriptions — Gym owners pay Gymatrix for platform access
- Gym Memberships — Members pay gyms for fitness memberships (facilitated through the Platform)
- Store Purchases — Members purchase products from gym-operated stores (facilitated through the Platform)
Gymatrix acts as a technology intermediary and payment facilitator for gym membership and store transactions. The gym owner is the seller of record for those transactions.
2. SaaS Platform Subscription Refunds
These are subscriptions paid by gym owners to Gymatrix for platform access.
2.1 Monthly Plans
- Monthly subscriptions are billed in advance and are non-refundable once the billing period has begun
- You may cancel your subscription at any time; cancellation takes effect at the end of the current billing cycle
- No prorated refunds are issued for unused days in a monthly plan
2.2 Annual Plans
- Annual plans cancelled within 7 days of purchase with no significant usage are eligible for a full refund
- After 7 days, annual plans are non-refundable; however, access continues until the end of the annual period
- Exceptional cases (e.g., platform outages exceeding SLA, billing errors) will be reviewed on a case-by-case basis
2.3 Refunds Due to Platform Issues
If the Platform experiences extended downtime (more than 48 consecutive hours) directly attributable to Gymatrix infrastructure, affected subscribers may be eligible for a prorated credit or refund for the affected period.
How to request: Email billing@gymsaas.in with your account details, subscription period, and reason for refund request within 30 days of the charge.
3. Gym Membership Refunds
Gym memberships are sold by individual gym owners through the Platform. Gymatrix facilitates payment collection but is not the seller of gym membership services.
3.1 General Policy
- Refund eligibility for gym memberships is primarily determined by the individual gym's policy
- Members must first contact their gym directly for membership refund requests
- Gymatrix will facilitate the refund once approved by the gym owner
3.2 Platform-Level Eligibility
Gymatrix will process a membership refund on behalf of a member if:
- The gym permanently closes or ceases operations within the membership period
- The payment was processed in error or duplicate
- The gym owner approves the refund through the admin panel
3.3 Disputes
If a refund dispute between a member and a gym owner cannot be resolved directly, the member may escalate to Gymatrix by contacting support@gymsaas.in with transaction details. We will review the case and may mediate at our discretion.
Note: Platform commission (service fees) deducted at the time of the original transaction are non-refundable in cases where the refund is due to member's change of mind or gym's own policy refusal.
4. Online Store / Product Returns
Physical products sold through gym-operated stores on the Platform are subject to each gym's return and exchange policy. Gymatrix is not the seller of these products.
4.1 Return Eligibility (General Guidelines)
- Products may be returned within the period specified by the gym (typically 7–14 days from delivery)
- Items must be unused, in original packaging, with all tags and accessories intact
- Consumable products (protein powders, supplements) that have been opened are generally not returnable
- Perishable items are not eligible for return after delivery
- Apparel and equipment may be returned if unwashed, unworn, and in original condition
4.2 Return Process
- Contact the gym directly to initiate a return request
- Provide your order ID, purchase date, and reason for return
- The gym will provide return shipping instructions if applicable
- Refund will be processed to the original payment method upon receipt and inspection of the returned item
4.3 Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, contact the gym and Gymatrix support within 48 hours of delivery with photos of the item and packaging. Such cases are given priority and typically resolved within 5–7 business days.
5. Digital Products & Services
- Digital products (workout plans, e-books, online classes, etc.) are non-refundable once accessed or downloaded
- Software features, API access, and digital add-ons are non-refundable once activated
- If a digital product is defective or not as described, contact support within 7 days for review
6. Failed & Duplicate Payments
6.1 Failed Payments
If your payment fails but your bank account has been debited, the amount will typically be auto-reversed by your bank within 5–7 business days. This is handled by Razorpay and your issuing bank.
If the amount is not reversed within 7 business days, contact us at support@gymsaas.in with your transaction reference number.
6.2 Duplicate Payments
If you are charged twice for the same transaction, please email billing@gymsaas.in with:
- Your registered email or phone number
- Both transaction IDs or bank reference numbers
- Date and amount of both charges
Duplicate payment refunds are processed within 5–10 business days upon verification.
Auto-detection: Our payment system attempts to automatically detect and prevent duplicate charges. If detected, the duplicate is automatically voided before settlement.
7. Refund Process & Timeline
1
Submit Refund Request
Contact support@gymsaas.in or billing@gymsaas.in with your transaction details and reason for refund.
2
Review (2–3 business days)
Our team reviews your request and verifies eligibility against this policy.
3
Approval & Initiation (1–2 business days)
If approved, refund is initiated through Razorpay to the original payment method.
4
Credit to Account (5–10 business days)
Refund reflects in your account depending on your bank's processing time. Credit/debit card refunds may take up to 10 business days. UPI refunds are typically instant to 3 days.
Refund Methods
- Refunds are always processed to the original payment method used for the transaction
- We do not issue refunds via cash, cheque, or alternative payment methods
- In exceptional cases, refunds may be issued as platform credits at our discretion
8. Non-Refundable Items
The following are not eligible for refunds under any circumstances:
- Platform commission and service fees on transactions
- GST and other applicable taxes
- Payment gateway charges (Razorpay processing fees)
- Monthly SaaS subscription fees after billing period commencement
- Gym memberships refused refund by the gym owner (outside our mediation window)
- Consumable products that have been opened or used
- Digital products that have been accessed, downloaded, or redeemed
- Custom or personalised items manufactured to order
- Memberships for sessions/classes already attended
9. Cancellations
9.1 SaaS Subscription Cancellation
Gym owners can cancel their SaaS subscription at any time from the account settings. Cancellation is effective at the end of the current billing period. No refund is issued for the remaining days.
9.2 Gym Membership Cancellation
Members wishing to cancel a gym membership must contact their gym directly. Cancellation terms (notice period, pro-rata refund) are set by each individual gym.
9.3 Order Cancellation (Store)
- Orders can be cancelled before they are dispatched. Contact the gym immediately with your order ID
- Once an order has been shipped, it cannot be cancelled — initiate a return instead
- Cancelled orders that were already charged will be refunded within the standard timeline