Return & Refund Policy

What this policy covers

GymEXA is a software subscription, and door access is optional hardware bought once. Because software is delivered digitally and hardware is shipped and installed, the two are treated differently below. This policy applies to purchases made through this website.

Subscriptions (monthly and annual)

• Subscription fees are billed in advance for the selected billing cycle.
• New customers may request a refund of the first subscription payment within 7 days of payment if the system has not been set up and used for live gym operations.
• After the first 7 days, or once the system is in active use, subscription payments for the current period are non-refundable, because the service has already been delivered for that period.
• For annual plans cancelled mid-term, we may, at our discretion, refund complete unused months after deducting the discount received compared to the monthly price. This is assessed case by case.
• If we are unable to deliver the service you paid for, we will refund the affected period in full.

Cancellation

• You can cancel at any time by writing to us; there is no cancellation fee.
• Cancellation stops future billing. Your account stays active until the end of the period you have already paid for.
• On request before your data is removed, we will provide an export of your gym's records.

Door-access hardware (one-time purchase)

• Hardware is optional and is quoted and paid for separately from the subscription.
• Because each installation is configured for your premises, hardware payments cover devices, configuration and installation work already performed.
• Unopened, unused hardware may be returned within 7 days of delivery in its original packaging. Delivery and any completed site-visit costs are deducted from the refund.
• Once devices have been installed, wired or configured at your site, they are not returnable, but they remain covered by the warranty below.

Damaged or faulty hardware

• Check your delivery on arrival and report visible damage within 48 hours with photographs.
• Hardware that fails due to a manufacturing or component fault is repaired or replaced free of charge during the warranty period stated on your invoice.
• Faults caused by power surges, water, physical damage, incorrect use, or work by a third-party technician are not covered by warranty; we will quote for repair instead.
• If a faulty unit cannot be repaired or replaced, we refund the amount paid for that unit.

How to request a refund

• Email us from the address used at checkout with your payment reference, the package or hardware purchased, and the reason for the request.
• We acknowledge every request within 2 working days and tell you whether it is approved, needs more information, or is declined with the reason.
• Approved refunds are sent back to the original payment method through our payment gateway.
• Refunds normally reach your card or bank account within 7–14 working days, depending on your bank.
• We do not issue refunds in cash, and refunds are not transferable to another person or account.

Exceptions

• Add-on message credits (SMS or WhatsApp) already sent cannot be refunded.
• Custom development or data-migration work that has been completed is not refundable.
• Accounts suspended for breach of our Terms & Conditions are not eligible for a refund of the current period.

Changes to this policy

We may update this policy from time to time. The version shown on this page at the time of your purchase is the version that applies to that purchase.