Refund Policy
Our refund policy ensures fair treatment for all members while maintaining the quality of our services.
General Refund Policy
GlowBenefitLab is committed to providing exceptional fitness services. While we generally do not offer refunds on memberships and services, we understand that exceptional circumstances may arise. This policy outlines our refund procedures and eligibility criteria.
Membership Refunds
Monthly Memberships: Monthly membership fees are non-refundable once charged. Members may cancel with 30 days' notice to stop future charges.
Annual Memberships: Annual memberships may be cancelled within 14 days of purchase (cooling-off period) for a full pro-rated refund. After 14 days, annual memberships are non-refundable.
Medical Exceptions: Members who cannot use the facility due to documented medical conditions may request a pro-rated refund with medical documentation from a licensed healthcare provider.
Relocation: Members moving more than 50km away from our facility may request a pro-rated refund with proof of new address.
Personal Training Refunds
Unused Sessions: Personal training session packages are non-refundable once purchased. However, sessions may be transferred to another person with management approval.
Trainer Changes: If you are unsatisfied with your assigned trainer, we will work with you to find a suitable replacement. This does not qualify for a refund.
Session Expiration: Sessions expire 6 months from purchase. Extensions may be granted in exceptional circumstances at management discretion.
Missed Sessions: Sessions cancelled less than 24 hours before the scheduled time are forfeited and not eligible for refund or rescheduling.
Group Class Refunds
Class Packages: Group class packages are non-refundable once purchased. Credits do not expire for monthly unlimited memberships.
No-Show Policy: Members who book classes and do not attend without cancelling may be subject to a no-show fee. Repeated no-shows may result in booking restrictions.
Class Cancellations: If GlowBenefitLab cancels a class, affected members will receive a credit to their account or a refund if preferred.
Service Suspension
Facility Closures: In the event of unexpected facility closures (maintenance, emergencies, etc.), members will receive credit for days lost proportional to their membership.
Extended Closures: For closures exceeding 14 days, members may choose between account credit or pro-rated refund.
Service Changes: If we significantly reduce services or amenities, members may request cancellation with pro-rated refund.
Refund Request Process
To request a refund, follow these steps:
- Submit a written request via email to glowbenefitlab@gmail.com
- Include your membership details and reason for refund request
- Provide supporting documentation (medical certificates, proof of relocation, etc.)
- Allow 5-10 business days for processing
- Refunds will be issued to the original payment method
Refund Eligibility Criteria
Refunds may be considered in the following circumstances:
- Medical incapacity with supporting documentation
- Relocation outside service area with proof of address
- Service contract breaches by GlowBenefitLab
- Billing errors or duplicate charges
- Cooling-off period for annual memberships (14 days)
Non-Refundable Items
The following are generally non-refundable:
- Monthly membership fees
- Personal training session packages
- Group class packages
- Administrative fees
- Booking fees
- Merchandise and equipment sales
Account Credits
In many cases where refunds are not possible, we may offer account credits as an alternative. Credits can be used toward future memberships, personal training sessions, or other services. Credits typically expire 12 months from issuance.
Dispute Resolution
If your refund request is denied and you wish to dispute the decision:
- Contact management within 7 days of receiving the denial
- Provide additional information or documentation
- Request a review of your case
- Final decisions are made by GlowBenefitLab management
Payment Processing
Approved refunds are processed within 5-10 business days. The timing of when you receive the refund depends on your payment method:
- Credit/Debit Cards: 5-10 business days
- PayPal: 3-5 business days
- Bank Transfer: 7-14 business days
Changes to This Policy
We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting on our website. Continued use of our services after changes constitutes acceptance of the modified policy.
Contact Information
For refund inquiries or questions, please contact us:
Email: glowbenefitlab@gmail.com
Phone: +61288015204
Address: 133 Samantha Riley Dr, North Kellyville NSW 2155
Visit our Contact page for more information.
Last Updated: May 2026
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