Every booking is governed by the cancellation policy the Coach selected for that service or class. The policy is shown to you before you confirm the booking and is enforced automatically by the Platform.
Flexible
- Full refund if cancelled at least 24 hours before the session start.
- No refund within 24 hours of the session start.
Moderate (default)
- Full refund if cancelled at least 48 hours before the session start.
- 50% refund if cancelled between 48 and 24 hours before the session start.
- No refund within 24 hours of the session start.
Strict
- Full refund only if cancelled at least 7 days before the session start.
- No refund within 7 days of the session start.
Coach-initiated cancellations
If a Coach cancels a confirmed booking, you receive a 100% refund regardless of timing. Repeated coach cancellations may result in account suspension under the Terms of Service.
No-shows and lateness
If a Coach does not attend a scheduled session, contact us within 7 days and you will receive a full refund. If a Client does not attend, the booking is treated as completed and the Coach's cancellation policy applies.
Statutory rights
Nothing in this Policy limits any statutory consumer right you may have under local law (for example, EU/UK distance-selling cooling-off rules for digital services that have not yet been performed).
Disputes and chargebacks
If a session did not take place or did not match the description, contact us at support@kynetiq.app within 14 days of the session date and we will mediate. Approved refunds are processed back to your original payment method, typically within 5–10 business days. Initiating a chargeback before contacting us may delay resolution.
Where a payment is charged back, disputed, reversed, or refunded - whether for alleged fraud, "service not received", "service not as described", or any other reason - Kynetiq reserves the right to withhold or reverse the corresponding payout to the Coach, recover any amount already paid out (including chargeback fees and reasonable investigation costs) from current or future payouts, suspend the relevant account pending investigation, and cooperate with payment processors, banks, and law enforcement. Submitting a fraudulent dispute is itself a breach of the Terms of Service and may result in account termination.