Refund, Cancellation & Session Skip Policy

This Refund, Cancellation & Session Skip Policy ("Policy") governs bookings, cancellations, skips, and refunds for all services purchased on the Ozaro.fit platform ("Platform"), including personal training sessions, group sessions, and subscription packages.

1. General Policy Overview

• All services offered by Ozaro.fit are delivered through scheduled sessions under a purchased subscription.
• Users are advised to carefully review package details, including number of sessions and skip limits, before purchasing.
• Except as expressly stated in this Policy, all purchases are final and non-refundable.

2. User-Initiated Cancellations

Once a session is scheduled, it cannot be cancelled by the user, irrespective of the reason. This is due to trainer scheduling, travel planning, and operational commitments.

3. Session Skips (User-Initiated)

3.1 Skip Eligibility

• Users may skip a session only if their purchased subscription explicitly allows skips.
• The number of allowable skips is:
  • Clearly mentioned in the package details at the time of purchase
  • Limited to the subscription terms

3.2 Skip Process

• A skipped session, if allowed under the package, will be rescheduled after the last session of the active subscription.
• Ozaro.fit will attempt to assign:
  • The same trainer, wherever possible, or
  • Another trainer of the same workout format, if required

3.3 Skip Limitation

4. Ozaro.fit-Initiated Cancellations

Ozaro.fit reserves the right to cancel a scheduled session in cases of:

• Trainer unavailability due to unforeseen circumstances
• Health, safety, or operational issues
• Force majeure or situations beyond reasonable control

4.1 Replacement Session

In such cases, Ozaro.fit will:

• Offer a replacement session
• Schedule it after the last session of the user's subscription
• Priority will be given to assigning the same trainer.
• If the same trainer is unavailable, another trainer of the same format and qualification will be assigned.

5. Trainer Change During Subscription

Ozaro.fit reserves the right to change the assigned trainer during an active subscription due to:

• Trainer unavailability
• Operational constraints
• Extreme or exceptional circumstances

6. Dissatisfaction With Assigned Trainer

If a user is dissatisfied with the assigned trainer for a cancelled or replacement session, they may contact support@ozaro.fit.

Ozaro.fit will make reasonable efforts to:

• Address concerns
• Offer a feasible alternative trainer or solution

If no feasible solution can be provided:

• A refund may be considered on a case-by-case basis
• Decision will be made solely at Ozaro.fit's discretion
• Refunds, if approved, will be processed to the original payment method

7. Refund Eligibility

Circumstances include, but are not limited to:

• Ozaro.fit's inability to deliver sessions even after reasonable replacement attempts
• Unresolved service issues where no feasible alternative can be provided

Refund amount, if approved:

• Will be proportional to the undelivered portion of the subscription
• Will exclude already delivered or consumed sessions

8. Refund Processing Timeline

9. No-Show & Lapsed Sessions

10. Policy Amendments

Ozaro.fit reserves the right to amend this Policy at any time. Updates will be reflected on the Platform and shall be effective immediately upon publication.

11. Contact Support