Refund Policy
Last updated: October 15, 2026
Overview
At Pivot Fitness & Lifestyle, we want you to feel confident when purchasing our personal training packages and services. All purchases are subject to our Terms and Conditions and applicable UAE consumer protection laws. This policy summarises Section 8 of our Terms. If the two conflict, the Terms prevail.
Refunds
Pivot Fitness provides refunds only where required by UAE law or expressly approved by Pivot Fitness in writing.
Before Your Package Starts
If you cancel in writing before your package starts and have not used any sessions, Pivot Fitness may refund the amount paid, less payment gateway or bank fees, unless UAE law requires otherwise. A package starts on your first session, or automatically on day 31 after purchase. Please request cancellation before then.
After Training Has Started
If a refund is approved or required by law, it is calculated as:
- The amount paid, minus
- The value of sessions used, at Pivot Fitness’s standard rate of AED 500 per session (not the discounted package rate), minus
- Payment gateway, bank and transaction fees, and any taxes or third-party costs already incurred.
Package discounts apply only when the full package is used. Depending on the calculation, you may not be entitled to a refund.
Monthly Installment Packages (Pivot Peak and Pivot Black)
These are 12-month commitments, and the calculation above does not apply to them.
If you cancel before your package starts and have used no sessions, installments 2 to 12 will not be collected, and your first installment is refunded less fees.
If you end your package early after it starts, remaining installments stay payable unless Pivot Fitness approves otherwise in writing.
For documented medical reasons or permanent relocation outside the UAE, early termination may be allowed for a fee of one monthly installment (AED 2,600 for Peak, AED 3,600 for Black), plus any arrears.
If Pivot Fitness ends your package without cause, remaining installments stop. If Pivot Fitness ends it for breach, remaining installments become due, to the extent UAE law permits.
Non-Refundable
Except where mandatory UAE law requires otherwise, there are no refunds for:
- Missed sessions or no-shows
- Late cancellations (under 12 hours’ notice)
- Unused sessions or expired packages
- Changes of mind, relocation or scheduling conflicts
- Injury or illness after purchase
- Dissatisfaction with a trainer, class or facility, unless caused by Pivot Fitness’s breach
- Freeze, failed payment and transfer fees
- Packages suspended or terminated by Pivot Fitness for breach, repeated no-shows or non-payment
Validity periods are listed in Schedule 1 of our Terms and start on your first session. Unused sessions do not carry over.
Trainer Cancellations and Service Disruptions
If Pivot Fitness cannot provide a session because of trainer sickness, an emergency or other Pivot Fitness-related reasons, we will reschedule, credit the session or extend your package. If a disruption continues for more than 30 days, either side may end the package, and we will provide a credit or, where UAE law requires, a refund for unused sessions. If Pivot Fitness permanently cannot provide the service, the same applies.
Chargebacks
Please give us 10 business days to resolve any issue before disputing a payment with your bank.
Refund Processing
Approved refunds go to the original payment method. We do not give cash refunds. We aim to start refunds within 7 – 14 business days of approval or of receiving all required information, whichever is later. Your bank may take a further 30 – 45 calendar days. Shorter timelines required by UAE law apply. Payments through Tabby or Tamara are also subject to their refund process.
Gifts
Gifted packages follow the standard terms of that package. They are non-transferable unless Pivot Fitness approves a transfer in writing, and approved refunds go to the purchaser’s original payment method.
Need Help?
Contact hello@pivotfitness.ae. We will review your request under our Terms and Conditions and UAE law.