How the cancellation window works

Every gym on Levflex sets its own cancellation window, which is 24 hours before the session unless the gym has changed it. Cancel before the window starts and your session credit comes back. Cancel inside it and the credit is used, as if you had attended. Your gym sets this policy, not Levflex, so only your gym can make an exception.

Before you begin#

• Find your gym's window. The portal overview shows it under your next session, for example Cancel 24+ hours ahead to keep your credit.
• In the app, the confirm and cancel screens show the exact Free cancellation until time.

How the window applies#

Premium members#

Some gyms give premium status to long-standing members, either automatically after a set spend or number of years, or by hand. Premium members can cancel any time and keep the credit, and they may see premium-only times when booking. Your Account page shows your membership status and, if your gym uses automatic premium, how close you are.

Steps to keep your credit#

1. Check the session time and your gym's window as soon as your plans change.
2. Cancel before the window starts. See How to cancel a booking.
3. Book a new time with the returned credit.

Common mistakes#

Thinking Levflex sets the policy#

Levflex runs the booking software. Your gym decides the window and whether to make exceptions. Contact your gym directly.

Counting from the end of the session#

The window counts back from when the session starts. For a 9:00 am session with a 24-hour window, the last time to cancel with your credit returned is 9:00 am the day before.

Not reading the warning when booking last minute#

Booking a session that starts within the window is allowed, but you can't cancel it for a refund of the credit. The app shows This session starts within a number of hours before you book.

Troubleshooting#

• Did the gym cancel the session?
  • Yes
    Your credit is already back. Check Payments or Wallet.
  • No
    Go to the next question.
• Did something urgent stop you from cancelling in time?
  • Yes
    Send your gym a request with Booking from Messages and explain. Only the gym can return the credit. See How to ask your gym for a refund.
  • No
    The credit is used under the gym's policy.

Your gym may change the window at any time. The portal and app always show the current one.