1.Rescheduling and cancellation
Free change or cancel
No charge; please tell us early to free the slot
No session deducted
Counted as used (1 session deducted)
| Case | ≥ 12 hours' notice | Under 12 hours / no-show |
|---|---|---|
| Single or trial session booked online (unpaid) | Free change or cancel | No charge; please tell us early to free the slot |
| PT session in a purchased package | No session deducted | Counted as used (1 session deducted) |
How: call or message 0935 724 974 on Zalo with your booking code or booking phone number. Changes are accepted subject to availability.
2.Refund eligibility
Refund applies
- We cancel or cannot provide a confirmed service: choose another time or a 100% refund of the amount paid.
- A change of terms affects your confirmed booking: cancel with a 100% refund.
- Force majeure: reschedule or refund the amount paid.
- Overpayment: the excess is refunded.
- Unable to continue for health reasons, with a medical certificate: unused sessions refunded minus a 10% admin fee.
Hold or reschedule instead of refund
- Pausing a package for personal reasons: hold for up to 30 days, no refund.
- Packages may be transferred to another person.
- PT session cancelled within 12 hours or missed: counted as used.
Force majeure means an objective, unforeseeable and unavoidable event (Article 156, Civil Code 2015), e.g. natural disasters, floods, epidemics or government orders. Neither party is penalised.
3.Refund process and time limits
- 1Send a request
At the desk or by phone / Zalo 0935 724 974, with your payment receipt.
- 23 WORKING DAYSRefund confirmed
We check and confirm the refund amount.
- 37 WORKING DAYSRefund paid
Cash at the desk; card / VietQR back to the paying account.
4.Complaints and dispute resolution
Call or message on Zalo, or visit us at 196-198 Do Ba Street, Ngu Hanh Son Ward, Ngu Hanh Son District, Da Nang. Include your name, phone, booking code or date of service, the issue and what you are asking for.
- 03working days
We acknowledge your complaint
- 10working days
We give our outcome, from receipt of full details
Both parties prefer negotiation. You may ask a consumer protection organisation or the competent authority for help, and may sue in a competent court. This policy does not limit your right to complain or sue.
Template drafted by Webiz for reference; not a substitute for legal advice. Version 1.0, legal basis checked on 21/10/2026.