📋 1. Overview

• Members/Clients who book fitness, nutrition, or counselling sessions, and
• Trainers/Counsellors/Nutritionists who register and provide services via the platform.

🏋️ 2. Nature of Services

• Fit Street provides doorstep personal training, online nutrition consultations, and mental wellness counselling across Delhi NCR and online.
• All offerings are services only — no physical goods are shipped.
• Bookings are confirmed only after advance payment through secure RBI-compliant gateways.

💳 3. Refund & Cancellation — For Members / Clients

• Members pay 100% of the session or package amount in advance at the time of booking.
• Payment confirms your trainer’s time slot and session allocation.

• Doorstep Training: Cancel or reschedule ≥12 hours before the session → full refund or free reschedule.
• Cancel <12 hours before the session → session fee forfeited (non-refundable).
• Online Sessions (Nutrition / Counselling): Cancel or reschedule ≥6 hours before start time → full refund or reschedule.
• Missed session or joining >15 minutes late → treated as delivered, non-refundable.

• Cancellation permitted within 7 days of purchase, provided no session has been availed.
• Once the first session is completed, the package becomes non-refundable.
• Remaining sessions can be rescheduled within package validity.

• Fit Street may cancel or reassign bookings due to trainer unavailability, emergencies, or safety reasons.
• In such cases: Members receive a free reschedule or 100% refund within 5–7 business days.

• Approved refunds are processed via the original payment method only.
• Processing time: 5–7 business days (excluding bank delays).
• No cash or offline refunds are issued.

🧑‍🏫 4. Refund & Cancellation — For Trainers / Counsellors / Nutritionists

• Trainers pay a one-time non-refundable onboarding fee at the time of registration.
• This fee covers verification, profile setup, marketing, and onboarding materials.
• It is strictly non-refundable under all circumstances, including withdrawal, rejection, or inactivity.

• When a member books a trainer, the full payment is collected in advance by Fit Street.
• Fit Street holds the amount in escrow until the session is delivered.

• FitStreet may withhold payments if:
• The trainer fails to deliver sessions,
• There are customer disputes, safety violations, or unverified attendance,
• There is breach of the Trainer Code of Conduct.

• Trainers must provide ≥12 hours’ notice for cancellations.
• Frequent or last-minute cancellations can lead to reduced client allocations or deactivation.
• If a trainer cancels without notice, FitStreet may deduct or forfeit corresponding payouts.

• If FitStreet issues a refund to a client for an undelivered session, the respective payout will be reversed or adjusted from the trainer’s next cycle.

🚫 5. Exceptions & Non-Refundable Scenarios

• Trainer registration fee (non-refundable onboarding).
• Cancellations made by clients within 12 hours of session start.
• Client no-shows or late logins (beyond 15 minutes).
• Completed or partially completed sessions.
• Package cancellations after first session.
• Refund requests beyond 7 days of booking date.

🌩️ 6. Force Majeure

• In events beyond FitStreet’s reasonable control (natural disasters, government restrictions, strikes, etc.), services may be postponed or rescheduled.
• Refunds may be offered at FitStreet’s discretion depending on impact.

⚠️ 7. Fraud, Abuse & Misuse

• Fit Street reserves the right to deny or reverse refunds in cases of:
• Payment disputes raised after verified service delivery,
• Fraudulent chargebacks, or
• Misuse of cancellation policy for repeated free sessions.

💬 8. Refund & Payment Queries

• Email:support@ballstreet.club
• Helpline:+91 8100201919
• Response Time: Within 24 working hours
• For unresolved issues:
• Grievance Officer: Ashu Nagar
• Email:grievance@fitstreet.in
• Address: B-10/128, Kalyani , Nadia , West Bengal 741235
• ⏱️ Response Time: Within 15 working days

⚖️ 9. Governing Law

• This Policy is governed by and construed in accordance with the laws of India, specifically under:
• The Consumer Protection Act, 2019, and
• The Indian Contract Act, 1872, and
• The Information Technology (Intermediary Guidelines) Rules, 2021.
• Any disputes arising under this Policy shall be subject to the exclusive jurisdiction of courts at West Bengal, India.