How to ask your gym for a refund

Your gym is the seller for every pack, single session and membership you buy, and it sets its own prices, cancellation window and refund policy. Levflex provides the booking software, but it doesn't hold your money and can't issue refunds for a gym. To ask for a refund, send your gym a refund request from Payments in the portal. If it agrees, the refund goes back to your original payment method through Stripe.

Before you begin#

• Find the purchase in Purchase history on Payments (web) or Wallet (app). Note the date, item and amount.
• Check how many credits from it you've used. Refunds remove unused credits in proportion.
• You can send up to 5 requests an hour.

On the web#

1. Open Payments and scroll to Purchase history.
2. Select Request a refund next to the purchase. The request form opens with Refund request and that purchase already chosen in Which purchase?
3. Write why you're asking in Your message, up to 2,000 characters.
4. Select Send request. You'll see Request sent.
5. Wait for the gym's reply. It comes back in Messages and by email, and your request shows under Your requests with Open, Answered or Closed. Each gym sets its own policy and response time.
6. Check your purchase history. A refunded purchase shows Refunded or Part refunded with the amount.

To ask about a credit rather than a purchase, open Messages, select Contact followed by your gym's name, choose Refund request and pick Not a specific purchase.

In the Levflex app#

1. Tap Account, then Contact the gym to email or call your gym.
2. Tell the gym which purchase, the date and amount, and why you're asking.
3. Check Wallet for the refund. A refunded purchase shows Refunded or Partly refunded.

You can also sign in to your gym's portal on the web and use Request a refund.

Who handles what#

What happens when your gym refunds you#

• The money goes back to the card or account you paid with. Stripe usually shows it on your statement in 5 to 10 business days.
• Credits from that purchase are removed in proportion to the refund, for example a full refund of a 10-session pack removes 10 credits. Your balance never goes below 0.
• Credits you already used aren't charged again.

Common mistakes#

Contacting Levflex for a refund#

Levflex can't see your card details or move money for your gym. Contacting Levflex adds a step. Go straight to your gym.

Leaving out which purchase it is#

A request without the purchase means the gym has to look it up first. Start from Request a refund on Payments so the purchase is attached, or pick it in Which purchase?

Asking for a refund after using the credits#

If you've already booked or used the credits, the gym may refund only the unused part. Ask before you book if you know you won't need them.

Troubleshooting#

• Did your gym agree but you don't see the money?
  • Yes
    Check that the purchase shows Refunded. Allow 5 to 10 business days for your bank. Then ask your gym for the refund reference.
  • No
    Go to the next question.
• Can't reach your gym?
  • Yes
    If your request still shows Open after a few business days, try the gym's email or phone from its website. If you still get no answer, contact your card issuer.
  • No
    Wait for the gym's reply.

Your gym's refund policy is its own. Levflex doesn't set or override it.