Refund & Cancellation Policy

Last updated: 25 September 2026

You pay for a session in full when you book it, and TrainMuscle holds that payment until the session is completed. This policy explains when you get it back.

If you cancel

• Before the trainer accepts: a booking still waiting for the trainer can be cancelled at any time before it starts, with a full refund.
• 24 hours or more before the start: cancelling a confirmed booking gets a full refund.
• Less than 24 hours before the start: no refund. The trainer has kept that time for you, so they are paid as if the session took place.

The app shows the exact free-cancellation deadline on every booking before you pay and on the booking afterwards.

If the trainer cancels or doesn't respond

• The trainer rejects your request: full refund.
• The trainer doesn't respond before the session starts: the request is rejected automatically, with a full refund.
• The trainer cancels a confirmed booking: full refund, at any time before the start. The trainer also receives a strike.

If something goes wrong with the session

If the trainer doesn't turn up, or the session isn't what was booked, report it from the booking in the app within 24 hours of the session's end. Add a description and up to three photos. Our team reviews every report and decides one of three outcomes:

• a full refund to you,
• payment released to the trainer, or
• a 50/50 split between you and the trainer.

If the trainer doesn't show up, you get a full refund.

Other refunds

• Account banned: when a trainer's or trainee's account is banned, every upcoming booking with them is cancelled and the other party is refunded in full.
• Late payment: when your payment arrives after the booking's payment window has closed, the booking isn't made and the payment is refunded in full.

No returns once a session has taken place

A training session is a service, so it can't be returned after it has been delivered. If you are unhappy with a session, raise a report within 24 hours as described above.

How refunds are paid

Refunds are always the full amount you paid for the booking, or half of it for a 50/50 decision, with no deductions. We send a refund to your original payment method, or to a bank or mobile wallet account in your name, within 7 working days of the refund being decided. The booking in the app shows the date to expect it by, and the app notifies you when the refund is issued and again when it has been sent.

Contact us

Questions about this policy? Get in touch and we will reply within one working day.