Clear, fair policies for bookings, sessions, class packs, and subscription services on GetFitDXB.
GetFitDXB operates as a two-sided marketplace connecting fitness and wellness professionals ("Pros") with clients ("Buyers") in Dubai. We facilitate introductions, bookings, and payments — but we are not the service provider. Fitness sessions, classes, and wellness treatments are delivered by independent Pros listed on our platform.
Important: Because sessions are delivered by independent professionals, cancellation and refund conditions may vary between Pros. This policy sets the minimum standards all Pros on GetFitDXB must honour. Individual Pros may offer more generous terms, which will be stated on their profile page.
This policy applies to all transactions made through GetFitDXB and is governed by the UAE Consumer Protection Law (Federal Decree-Law No. 5 of 2023) and associated regulations.
The following cancellation windows apply to single-session bookings made through GetFitDXB:
| Notice Given Before Session | Refund | Status |
|---|---|---|
| 48 hours or more | 100% refund or free rescheduling | Full Refund |
| 24–48 hours | 50% refund or credit to account | Partial Refund |
| Less than 24 hours | No refund (Pro's time is reserved) | No Refund |
| No-show (no cancellation) | No refund | No Refund |
Cancellations must be submitted via your GetFitDXB dashboard or by emailing hello@getfitdxb.com with your booking reference. Cancellation time is calculated from the time of written notice, not the time of the session.
If a Pro cancels a confirmed session for any reason, clients are entitled to a full 100% refund or free rescheduling at their choice. Additionally, if a Pro cancels with less than 24 hours' notice, the client receives a 10% goodwill credit on their next booking with any Pro on GetFitDXB.
Sessions may be rescheduled free of charge with at least 24 hours' notice. Rescheduling requests submitted with less than 24 hours' notice are treated as cancellations and the standard cancellation policy applies.
Class packs (bundles of 5, 10, or 20 sessions) are subject to the following refund policy:
Note: Class packs purchased at a promotional or discounted price may be subject to different terms, which will be stated at the time of purchase.
GetFitDXB offers optional buyer membership plans with enhanced features. The following applies to membership subscriptions:
Pros listing services on GetFitDXB may subscribe to our Pro (AED 199/month) or Elite (AED 499/month) plans. The following applies:
| Plan | Cancellation Policy | Refund Eligibility |
|---|---|---|
| Free Plan | Cancel anytime | N/A (no charge) |
| Pro — AED 199/mo | Cancel before next billing date | No pro-rata refunds |
| Elite — AED 499/mo | Cancel before next billing date | No pro-rata refunds |
| Annual Pro or Elite | 14-day cooling-off period | Full refund within 14 days of first charge |
To cancel your Pro or Elite subscription, log in to your seller dashboard and navigate to Billing > Cancel Subscription, or email hello@getfitdxb.com with your account email and "Cancel Subscription" in the subject line.
We understand that medical emergencies and urgent personal situations arise. If you need to cancel a booking or subscription due to a documented medical issue or family emergency, please contact us at hello@getfitdxb.com with supporting documentation. We review each case individually and will always try to find a fair resolution, including session credits, extended validity, or full refunds where appropriate.
If a Pro you have booked or purchased a pack with leaves GetFitDXB or becomes unavailable before your sessions are completed, you are entitled to a full refund of unused sessions or a free transfer of your pack to another Pro of your choice.
If a session or service materially differs from the description on the Pro's profile, you may raise a dispute within 48 hours of the session. GetFitDXB will investigate and may issue a full or partial refund at our discretion.
For outdoor sessions affected by extreme weather (official UAE Meteorological Authority warnings), clients may reschedule free of charge regardless of notice period. This applies to sessions at the beach, parks, or other outdoor locations.
To request a refund or cancellation, please use one of the following methods:
Please include your booking confirmation number, the email address used to make the booking, and a brief description of your reason for requesting a refund.
Approved refunds are processed as follows:
You will receive an email confirmation once your refund has been approved and processed. If you do not receive a refund within the stated timeframe, please contact your bank before reaching out to us, as processing delays can sometimes occur on the issuing bank's side.
If you are dissatisfied with a refund decision, you may escalate your complaint by emailing hello@getfitdxb.com with "Refund Dispute" in the subject line. We will review your case within 5 business days and provide a final decision.
For unresolved disputes, you may also contact the UAE Ministry of Economy's Consumer Protection Department or the Dubai Economy and Tourism's Consumer Rights team. We are committed to fair resolution and will cooperate with any regulatory investigation.
For any questions about this refund policy, please reach out:
Need help with a booking? If you have an immediate issue with a booking, the fastest way to get help is via the contact form at getfitdxb.com/pages/contact. Our team responds within 1 business day.
Browse 500+ verified trainers, yoga instructors, gyms and wellness pros across Dubai. Book with confidence — our refund policy has you covered.