Refund & Cancellation Policy

1. Overview

At Haraka, we strive to provide a flexible and transparent booking experience. This Refund & Cancellation Policy outlines the terms and conditions for canceling bookings and requesting refunds for services purchased through our platform.

Please read this policy carefully before making a booking. By completing a booking through Haraka, you acknowledge and agree to the cancellation and refund terms applicable to your purchase.

2. General Cancellation Terms

Cancellation policies vary depending on the type of service, booking, and the specific terms set by our gym partners and service providers. The applicable cancellation policy will be clearly displayed during the booking process and in your booking confirmation.

Important: All cancellation times are based on Gulf Standard Time (GST) and are calculated from the scheduled start time of your booking or membership.

3. Gym Day Pass Cancellations

3.1 Standard Cancellation Window

For single-day gym passes:

• More than 24 hours before visit: Full refund (100%)
• 12-24 hours before visit: 50% refund
• Less than 12 hours before visit: No refund (0%)
• No-show: No refund

3.2 Exceptions

Some partner facilities may have different cancellation policies, which will be clearly indicated during booking. Premium or special event day passes may be non-refundable.

4. Gym Membership Cancellations

4.1 Monthly Memberships

For month-to-month gym memberships:

• Before membership start date: Full refund minus processing fee (AED 25)
• Within first 7 days of membership: Prorated refund for unused days minus processing fee
• After 7 days: No refund for current month; cancellation effective at end of current billing cycle

You must provide at least 14 days' notice to cancel a monthly membership. The membership will remain active until the end of the current billing period.

4.2 Annual and Long-Term Memberships

For annual, semi-annual, or quarterly memberships:

• Before membership start date: Full refund minus processing fee (AED 50)
• Within cooling-off period (14 days): Full refund minus processing fee and any days used
• After cooling-off period: No refund; early termination subject to partner policy (may incur termination fee)

Note: Long-term memberships typically receive significant discounts and are therefore subject to stricter cancellation terms.

4.3 Corporate Memberships

Corporate and bulk memberships have custom cancellation terms outlined in the corporate agreement. Please contact our corporate wellness team at [email protected] for specific information.

5. Fitness Class and Session Cancellations

5.1 Group Fitness Classes

For yoga, spinning, HIIT, and other group classes:

• More than 6 hours before class: Full credit to account (100%)
• 3-6 hours before class: 50% credit to account
• Less than 3 hours before class: No credit or refund
• No-show: No credit or refund; may affect future bookings

5.2 Class Packages

Unused class packages (e.g., 10-class pass, 20-class pass) can be refunded within 30 days of purchase if no classes have been attended. Once any class is attended, the package becomes non-refundable, but credits remain valid for the package duration.

5.3 Class Cancellations by Provider

If a gym or instructor cancels a class, you will receive full credit to your account or a full refund at your preference. We will notify you as soon as possible of any cancellations.

6. Personal Training Cancellations

6.1 Individual Sessions

For one-on-one personal training sessions:

• More than 24 hours before session: Full credit or reschedule
• 12-24 hours before session: 50% credit; reschedule subject to trainer availability
• Less than 12 hours before session: No credit or refund
• No-show: Session forfeited; no credit or refund

6.2 Training Packages

For personal training packages (e.g., 10-session package, monthly training plan):

• Before first session: Full refund minus processing fee (AED 50)
• After first session: Prorated refund for unused sessions minus 20% restocking fee
• After 50% of sessions completed: No refund available

Training package credits typically expire 90 days from purchase date unless otherwise specified.

6.3 Trainer-Initiated Cancellations

If a personal trainer cancels a session, you will receive full credit for that session with no expiration penalty, or we will help you reschedule with the same or another qualified trainer.

7. Product Cancellations and Returns

7.1 Supplements and Recovery Products

For supplements, protein powders, and recovery products:

• Before shipping: Full refund
• Unopened products within 14 days of delivery: Full refund minus return shipping
• Opened products: No refund (health and safety regulations)
• Defective or damaged products: Full refund or replacement within 30 days

7.2 Meal Plans

For meal plan subscriptions:

• Before first delivery: Full refund
• After first delivery: Cancel anytime; effective at end of current week
• Prepaid plans: Prorated refund for undelivered meals

7.3 Return Process

To return a product, contact us at [email protected] within the applicable return period with your order number and reason for return. Products must be in original packaging with all tags and labels intact.

8. How to Cancel or Request a Refund

8.1 Online Cancellation

You can cancel eligible bookings through:

• Your Haraka account dashboard under "My Bookings"
• The booking confirmation email (click "Cancel Booking" link)
• Our mobile app (if available)

8.2 Contact Customer Support

If you cannot cancel online or need assistance, contact our support team:

8.3 Required Information

When requesting a cancellation or refund, please provide:

• Booking confirmation number or order ID
• Name and email address associated with the booking
• Reason for cancellation (optional but helpful)
• Preferred refund method (original payment method or account credit)

9. Refund Processing

9.1 Processing Time

Once your cancellation is approved, refunds are typically processed within 5-10 business days. The time for funds to appear in your account depends on your payment provider and may take an additional 3-5 business days.

9.2 Refund Method

Refunds are issued to the original payment method unless otherwise requested. Available refund options:

• Original payment method: Credit/debit card, digital wallet, or bank account used for purchase
• Account credit: Instantly available for future bookings (may receive 10% bonus credit)
• Bank transfer: Available for refunds over AED 500 (processing fee may apply)

9.3 Processing Fees

Processing fees are non-refundable and may be deducted from refund amounts as specified in each service category. These fees cover payment processing costs and administrative expenses.

9.4 Currency and Exchange Rates

All transactions are processed in UAE Dirhams (AED). If you paid in a different currency, refunds will be processed in AED and converted by your payment provider. Exchange rate fluctuations may result in a different amount than originally charged.

10. Special Circumstances

10.1 Medical or Emergency Situations

If you cannot attend due to medical emergency, serious illness, or injury, we may waive standard cancellation fees upon submission of valid medical documentation. Contact our support team within 48 hours of the incident with supporting documents.

10.2 Facility Closures

If a gym or facility permanently closes or becomes unavailable, you will receive a full refund for any unused portion of your membership or booking. We will notify affected customers as soon as we are informed.

10.3 Service Not as Described

If the service you receive significantly differs from what was advertised or promised, please contact us within 48 hours with details and evidence (photos, videos, receipts). We will investigate and may offer a refund, credit, or alternative solution.

10.4 Force Majeure

In cases of unforeseen events beyond our control (natural disasters, pandemics, government restrictions, etc.), we will work with partners to provide refunds, credits, or extensions as appropriate. Specific policies will be communicated during such events.

10.5 Relocation

If you relocate to an area where your gym membership cannot be used, we may offer a prorated refund or transfer your membership to a partner facility in your new location (subject to availability and partner approval).

11. Account Credits

11.1 Credit Balance

Account credits can be used for any future bookings or purchases on the Haraka platform. Credits do not expire unless otherwise specified and are non-transferable to other users.

11.2 Credit Bonuses

Choosing account credit instead of a refund to your payment method may qualify you for a 10% bonus credit as a thank you for your continued support.

11.3 Credit Usage

Credits are automatically applied at checkout. If your purchase exceeds your credit balance, you can pay the difference using any accepted payment method.

12. No-Show Policy

Repeated no-shows without prior cancellation may result in restrictions on your account, including:

• Requirement to pay in full at time of booking (no trial or free passes)
• Limitation on number of concurrent bookings
• Temporary or permanent suspension from the platform

We understand that emergencies happen. If you have a legitimate reason for missing a booking, please contact us to discuss your situation.

13. Promotional and Discounted Bookings

Bookings made with promotional codes, discount vouchers, or during special sales events may have different cancellation terms:

• Promotional offers may be non-refundable or have stricter cancellation windows
• Flash sale and limited-time offers are typically final sale
• Vouchers and gift certificates are non-refundable but may be transferable
• First-time user discounts cannot be reused if booking is cancelled

Specific terms will be clearly stated during the promotional period and in the booking confirmation.

14. Disputes and Customer Support

If you believe you are entitled to a refund that was denied, or if you have concerns about our cancellation policy, please contact our customer support team. We are committed to resolving disputes fairly and promptly.

Our support team will review your case and respond within 2-3 business days. For complex cases, resolution may take up to 10 business days. We may request additional information or documentation to process your request.

If you are not satisfied with our resolution, you may escalate the matter by requesting to speak with a supervisor or manager.

15. Partner-Specific Policies

Some gym partners and service providers may have their own cancellation and refund policies that differ from our standard terms. When this occurs, the partner's policy will be clearly displayed during booking and will take precedence over our general policy.

We encourage you to review the specific terms for each booking before confirming your purchase. If you have questions about a partner's policy, contact us before completing your booking.

16. Modifications and Rescheduling

16.1 Rescheduling Bookings

In many cases, you can reschedule your booking instead of canceling it, subject to availability. Rescheduling is often more flexible than cancellation and may not incur fees if done within the allowed timeframe.

16.2 Modification Fees

Most modifications made more than 24 hours before your booking are free of charge. Changes made within 24 hours may incur a modification fee of AED 25-50 depending on the service type.

17. Policy Updates

We may update this Refund & Cancellation Policy from time to time to reflect changes in our practices or for legal and regulatory reasons. Updated policies apply to bookings made after the effective date of the change. Existing bookings remain subject to the policy in effect at the time of booking.

We will notify you of material changes by email and by posting the updated policy on our platform with a new "Last Updated" date.

18. Contact Information

For questions about cancellations, refunds, or this policy, please contact us: