At Iso Fit, we are committed to providing exceptional service and customer satisfaction. This policy outlines the conditions for refunds, exchanges, and cancellations for our Pilates, GYROTONIC®, and related services. Please review this information carefully before making a purchase.
Refunds are generally not offered for services once purchased. However, under special circumstances, we may provide refunds or credits at our discretion.
Within 7 Days of Purchase: Refunds for unused classes or packages may be considered if no sessions have been attended.
After 7 Days: No refunds will be issued once the 7-day period has passed.
After Sessions Begin: No refunds are provided once a personal training package has been started.
Discontinuing Sessions: If you wish to discontinue, remaining sessions may be converted into credits valid for other Iso Fit services.
Non-Refundable: Monthly or annual memberships are non-refundable once initiated.
Cancellation: Members may cancel their membership at any time, but refunds for unused periods are not provided.
Pausing or Deferring: Memberships may be paused or deferred under special circumstances, such as medical reasons.
Notice Required: At least 4 hours' notice must be provided to cancel or reschedule any group class.
Late Cancellation: Failure to provide adequate notice will result in the session being deducted from your package, with no refund or credit issued.
Notice Required: At least 24 hours' notice must be provided to cancel or reschedule private or semi-private Pilates or GYROTONIC® sessions.
Within Notice Period: Cancellations made within this timeframe will be rescheduled at no extra cost.
Late Cancellation or No-Show: No refunds or credits will be given for missed sessions or late cancellations. The session will be deducted from your package.
How to Cancel: Cancel through your online account, the Iso Fit app, or by contacting reception.
If a refund is approved, the following process applies:
Payment Method: Refunds will be issued via the original payment method used for purchase.
Processing Time: Once approved, refunds may take 5-10 business days to appear in your account, depending on your payment provider.
For retail products sold by Iso Fit (such as mats, apparel, and accessories):
Timeframe: Products may be returned within 14 days of purchase.
Condition: Items must be unused, in original packaging, and accompanied by a receipt.
After 14 Days: No returns will be accepted.
Timeframe: Products in unused and undamaged condition may be exchanged within 14 days of purchase.
Reporting: If you receive a defective product, please contact us within 7 days of receipt.
Resolution: We will arrange for an exchange or refund for defective items.
The following items cannot be refunded:
If a medical condition prevents you from continuing with sessions, please contact us as soon as possible. We may offer options to:
Documentation: Medical documentation may be required for consideration.
In certain special circumstances such as relocation, emergencies, or unforeseen life events, we may offer refunds or credits at our discretion. Please contact us to discuss your situation.
Pre-Purchase Consideration: Please ensure you can comfortably complete your package within the validity period before purchasing.
Communication: We encourage open communication. If you're experiencing difficulties attending sessions, please speak with us early so we can explore possible solutions.
Policy Updates: This policy may be updated periodically. The most current version will always be available on our website and at the studio.
For any questions regarding this policy or to request a refund, please contact us:
Email: info@isofit.com.hk
Phone: +852 2869 8630
Location: Central, Hong Kong
Our team will review your request and respond within 2-3 business days.