Legal & Policies
Clear, fair policies for bookings, sessions, class packs, and subscription services on GetFitDXB.
Table of Contents
GetFitDXB operates as a two-sided marketplace connecting fitness and wellness professionals ("Pros") with clients ("Buyers") in Dubai. We facilitate introductions and booking enquiries between clients and Pros. We are not the service provider, and we do not process or hold payments for fitness sessions, classes, or wellness treatments — those are paid for, delivered, and (where applicable) refunded directly by the independent Pros listed on our platform.
Important: Because sessions are paid for and delivered directly by independent professionals, any refund of a session fee is issued by the Pro, not by GetFitDXB. The cancellation terms below are the minimum standard we ask every Pro to honour; each Pro's own policy is shown on their profile page and may be more generous. GetFitDXB directly bills and refunds only its own subscription products (see sections 4 and 5).
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 are the recommended minimum cancellation terms for single-session bookings arranged through GetFitDXB. Because payment is made directly to the Pro, any refund due under these terms is issued by the Pro:
| Notice Given Before Session | Refund | Status |
|---|---|---|
| 48 hours or more | 100% refund or free rescheduling | Full Refund |
| 24–48 hours | 50% refund or free rescheduling | Partial Refund |
| Less than 24 hours | No refund (Pro's time is reserved) | No Refund |
| No-show (no cancellation) | No refund | No Refund |
Cancel by notifying your Pro directly as early as possible. You may also contact us at hello@getfitdxb.com with your booking reference if you need help reaching them. Cancellation time is calculated from the time of written notice to the Pro, not the time of the session.
If a Pro cancels a confirmed session for any reason, you are entitled to a full 100% refund of any fee already paid to that Pro, or free rescheduling at your choice. We ask Pros who cancel at short notice to offer priority rescheduling as a goodwill gesture. If a Pro fails to honour this, contact us and we will help mediate, though GetFitDXB cannot refund money it did not collect.
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:
The following applies
| Plan | Cancellation Policy | Refund Eligibility |
|---|---|---|
| Free Plan | Cancel anytime | N/A (no charge) |
| Pro | Cancel before next billing date | No pro-rata refunds |
| Elite | 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.
Where GetFitDXB issues a refund directly — for example, a Pro or Buyer subscription that we have billed — it is processed as follows. Refunds of session or class-pack fees are issued by the Pro via your original payment method to them, on their own timeline:
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.