Refund & Cancellation Policy

1. Scope & Purpose

This Refund & Cancellation Policy outlines the conditions under which cancellations are processed, refund requests are evaluated, and payment adjustments are issued for services rendered by TheGymFlex ("we", "us", "our"). We are committed to transparency and compliance with Indian e-commerce consumer guidelines and Reserve Bank of India (RBI) payment regulations.

2. TheGymFlex SaaS Subscriptions (For Gym Owners)

Gym owners and fitness studio operators purchase software subscription licenses to access TheGymFlex cloud portal, mobile capabilities, member database management, automated renewal messaging, and operational tools.

2.1 30-Day Free Trial Policy

To ensure complete confidence in our platform before any payment is collected, TheGymFlex offers a 30-day fully functional free trial for all new gym accounts. During the free trial:

• No credit card or advance payment details are required to get started.
• Gym owners have complete access to test all features, attendance tracking, member registration, and reporting.
• If you decide not to purchase a paid subscription after 30 days, your account simply pauses without any charge or financial obligation.

2.2 Subscription Cancellation Terms

Subscribers may cancel their monthly or annual SaaS subscription plan at any time:

• Self-Service Cancellation: You can initiate cancellation directly within your gym admin settings at app.thegymflex.com under Billing & Subscriptions.
• Assisted Cancellation: You may also submit a cancellation request by emailing support@thegymflex.com from your registered account email address.
• Zero Cancellation Penalties: There are no cancellation penalties, exit fees, or hidden administrative charges for terminating a subscription.

2.3 When Cancellation Takes Effect

When you cancel your subscription, the cancellation takes effect at the conclusion of the current paid billing cycle (end of the active monthly or annual term). Your access to the software and your gym records remains fully active until the expiry date of the prepaid term.

Because software access and cloud storage are provisioned immediately upon purchase, partial refunds are not issued for voluntary cancellations during an active billing cycle. Your access remains active until the end of your prepaid billing period.

2.4 Erroneous, Duplicate, or Technical Billing Glitches

Refunds will be issued in the following verified circumstances:

• Duplicate Debits: A technical or gateway timeout resulting in multiple charges for the same subscription invoice.
• Incorrect Plan Amount: An erroneous charge differing from the published tier price selected by the customer.
• Post-Cancellation Billing: A renewal charged after a confirmed, verified cancellation request was formally submitted prior to the renewal date.

2.5 Refund Request Procedure for SaaS Subscriptions

To request a refund for an erroneous SaaS subscription charge, follow these steps:

1. Send an email to support@thegymflex.com with the subject line "SaaS Refund Request - [Your Gym Name]".
2. Provide your registered business email address and gym facility name.
3. Include the Payment Transaction ID / Order Reference Number, payment date, and invoice number.
4. Briefly state the reason for the refund request (e.g., duplicate charge).

2.6 Refund Approval and Settlement Timelines

Once a refund request is submitted:

• Verification: Our team verifies the transaction details within 24 to 48 business hours.
• Refund Processing: If approved, the refund is initiated through the payment gateway within 2 to 3 business days.
• Credit to Original Source: The funds will appear in your original bank account, credit/debit card, or UPI linked account within 5 to 7 business days, depending on your card issuer or banking institution's standard settlement cycle.

2.7 Payment Gateway Execution

In accordance with applicable banking regulations, all approved refunds are credited exclusively to the original payment method used during checkout (original UPI handle, debit/credit card, or net banking account). Refunds are not issued in cash or transferred to third-party accounts.

3. Gym Membership Payments (For Gym Members)

Where individual gyms enable online membership collections through integrated vendor payment links, the following policies apply:

3.1 Independent Merchant Responsibility

Individual gym owners, studios, and fitness clubs using TheGymFlex operate as independent commercial entities. Each gym independently determines its own:

• Membership pricing, admission fees, and personal training packages.
• Facility access rules, operating hours, and equipment availability.
• Batch rescheduling, medical freeze policies, and membership transfer rules.
• Direct cancellation and refund policies for membership fees.

3.2 Role of TheGymFlex

TheGymFlex is not a gym, fitness provider, or merchant of record for gym memberships. We provide the digital software infrastructure that allows gyms to maintain attendance, log workouts, and initiate payment requests. Membership fees are collected by or settled to the respective gym merchant via approved payment vendor solutions.

3.3 Escalation of Payment & Gateway Errors

If a gym member encounters a technical payment failure — such as an amount debited from their bank account without a membership receipt being generated, or a duplicate transaction caused by network lag during checkout — the member may write to support@thegymflex.com with their payment transaction ID.

TheGymFlex technical support will verify the transaction logs with the payment gateway and assist the gym owner in ensuring the membership is credited or an approved refund is processed.

4. Summary of Processing Timelines

5. Chargebacks & Payment Disputes

We encourage all customers to reach out to our support team at support@thegymflex.com before raising a chargeback with their card issuer or bank. We cooperate transparently with banks and payment gateway dispute resolution teams by providing valid transaction records and invoice logs.

6. Policy Modifications

TheGymFlex reserves the right to amend or update this Refund & Cancellation Policy at any time to reflect operational changes, product updates, or statutory requirements. Changes take effect immediately upon posting to this URL. Material changes will be highlighted to active subscribers via email or in-app notification.

7. Contact Information & Grievance Redressal

For any questions, refund inquiries, or payment assistance, please contact our support team:

• Merchant Legal Entity: ASHWANI BISEN (TheGymFlex)
• Support Email: support@thegymflex.com
• Direct Phone: +91 6260196974
• Correspondence Location: Raipur, Chhattisgarh – 492001, India