PolicyGym owners & staff
Service credits for Levflex outages and problems
If a Levflex outage affects your gym for 4 hours or more you get an automatic credit; credits come off your next invoice and are never paid out as cash.
2 min readUpdated November 3, 2026
A service credit is money taken off your next Levflex invoice. You get one automatically when a Levflex outage affects your gym for 4 hours or more, and you can ask for one if something on our side caused you a real problem. Credits aren't paid out as cash, so they only help while you have a plan.
Warning: Cancelling your plan can result in unused credits being lost, because credits only apply to future Levflex invoices. Always use credits before you cancel.
How credits are worked out#
| Situation | Credit | How you get it |
|---|---|---|
| Outage: a Levflex incident affected your gym for 4 hours or more | 1/30 of your monthly fee for each day affected | Automatic when the incident is closed |
| Problem caused by Levflex: a bug, a confusing flow, or slow support | Up to 10% of your monthly fee | Ask the Levflex assistant at levflex.com/help |
| Bigger problem | Up to one month's fee | Reviewed by the Levflex team |
Example: you're on Growth monthly ($129). An outage affects you for 6 hours on one day. Your credit is $129 ÷ 30 = $4.30, taken off your next invoice.
Yearly plans use the monthly equivalent, for example $1,290 ÷ 12 = $107.50 a month.
Limits#
- At most 2 credits for problems per gym every 6 months. Outage credits don't count.
- Credits for problems are capped at one month's fee per gym every 12 months. Outage credits don't count.
- The assistant can give one credit for a problem every 90 days. Larger or more frequent requests are reviewed by a person.
How to ask for a credit#
- Go to levflex.com/help and start a chat with the Levflex assistant.
- Describe what happened and when.
- Accept the credit if it's offered, or note your case number if it needs review.
Common mistakes#
Expecting a refund to your card#
Credits reduce future invoices. To get money back for a charge, see Levflex refund policy.
Asking for a credit during the trial#
There's nothing to credit while you're on the free trial, because you haven't been charged.
Asking for a credit for a client's problem#
Credits apply to your Levflex plan. To make it up to a client, add a free session from their profile with Adjust (+/−).
Credits show as a deduction on your next invoice under Billing → Invoices → View.
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Related articles
- PolicyLevflex refund policy for your planBilling errors are always refunded; your first paid charge can be refunded within 14 days; yearly plans can be refunded for unused months within 30 days; most monthly renewals aren't refunded.Read
- How-toHow to find your Levflex invoices and update your cardInvoices are listed under Invoices on the Billing page; update your card and download receipts with Payment method & receipts.Read
- How-toHow to choose or change your Levflex planGo to Billing, pick monthly or yearly, and select Choose or Switch to on a plan; mid-cycle switches are prorated straight away.Read
Still need help?
Ask the assistant. A person is a message away.
The assistant answers from these articles and can check refunds and credits on your Levflex plan. If it can't solve it, it hands the conversation to our team.