Commerce, Refund & Freeze Policy

Prices, billing periods, included quotas, seat limits, package values, and promotional terms are shown at the time of activation or purchase. Unless otherwise stated, India-facing plan pricing is intended for INR billing and may be exclusive or inclusive of tax depending on the checkout display, invoice, or seller rules.

Where a gym or trainer sells its own package, session bundle, or offline service through Gymogy, that seller remains responsible for the underlying service delivery, local tax handling, and mandatory disclosures tied to that service. Gymogy provides the software workflow and may also act as the payment or recordkeeping layer for some transactions.

Trials may be offered only for selected plans, actors, or onboarding flows. A trial may end automatically, convert into a paid or downgraded state, or be withdrawn if eligibility, fraud, or abuse checks fail. Trial access does not guarantee that a later paid plan will remain available at the same price or with the same quota rules.

Gymogy may initiate one-time orders or recurring mandates through payment partners such as Razorpay and the relevant bank, UPI, or card rails. The provider record is treated as the source of truth for whether a payment was authorized, captured, pending, halted, reversed, or refunded.

Where recurring billing applies, you authorize the recurring instruction you approve. Mandate setup, pre-debit notice, re-authentication, retry, or bank-level rejection rules are governed by the payment provider and applicable banking regulations, including RBI-linked requirements where relevant.

Refund requests are normally considered only within 7 days of purchase, activation, or erroneous charge, unless a stricter or more generous rule is stated for that plan, package, or seller. Gymogy may reject requests submitted outside the applicable window or where the evidence does not support the claim.

A refund request may require order details, invoice identifiers, package or subscription references, payment-provider references, screenshots, duplication evidence, non-delivery evidence, or support communication history. Gymogy may preserve an immutable audit snapshot of the applicable policy version and the decision record attached to the refund.

Approvals, rejections, provider submission, settlement, and accounting sync may be tracked separately. An approved refund does not mean the money has already settled back into your account on the same day.

Once approved, refunds are normally targeted for submission promptly and are expected to settle within 5 to 7 business days. Bank holidays, provider queues, mandate reversals, payment-method constraints, manual review, or compliance checks can extend the time actually taken.

Where a membership or package allows freezing, the default Gymogy contract baseline is up to 2 freezes in a year and up to 90 cumulative freeze days, unless the relevant plan, package, gym contract, or admin override states otherwise. A freeze may pause billing or extend the contract period where the configured rule for that product allows it.

Freeze requests may be rejected if the account is not active, the request is backdated, the quota has already been fully consumed, the annual limit is exhausted, or the product or seller does not allow freezes. Early completion of a freeze may reduce the extension otherwise granted.

Canceling a plan, revoking an assigned entitlement, or requesting account closure does not automatically create a refund. Access may end immediately or at period end depending on the product, the provider state, the admin choice, or the applicable subscription contract.

Where Gymogy automatically pauses a lower-priority entitlement because a higher-priority plan becomes active, that state change is an entitlement resolution rule and not by itself a charge reversal event.

If you initiate a chargeback or payment reversal without first using the Gymogy refund flow where reasonable, Gymogy may suspend access, preserve records, challenge the dispute, or mark the account for manual review. Fraud, identity misuse, subscription cycling, or repeated exploitation of trial, freeze, or refund rules may lead to denial or account restriction.

For billing, refund, or freeze questions, contact [email protected] with the order number, invoice number, actor role, and a concise explanation of the issue. If the request concerns a gym- or trainer-sold service, Gymogy may direct you to the relevant seller while continuing to review the platform-side payment record where applicable.