Clear terms.
No surprises.

When a refund may be available

A refund may be available where a service has not been provided, a booking is cancelled in accordance with the applicable cancellation terms, an incorrect or duplicate charge has been identified, or another circumstance gives rise to a refund under the applicable contract or consumer rights.

• A confirmed session is cancelled by THE EVO PROJECT and an alternative session is not accepted or cannot reasonably be provided.
• An eligible booking is cancelled with the required notice under the Booking & Cancellation Policy.
• A customer has been charged twice for the same purchase and the duplicate charge is confirmed.
• A service has not been provided as agreed and a refund is appropriate under the circumstances.
• A customer exercises a statutory cancellation right where that right applies to the relevant contract.
• A refund is otherwise required under the applicable consumer contract or legal requirements.

Gym Membership refunds

Gym Membership is a continuing service. The availability of a refund depends on the membership terms, the date on which cancellation is requested and whether the relevant membership period or service has already been provided.

Cancelling a membership does not automatically create a refund for a period that has already been used. Where a customer has paid in advance for a period of service that will no longer be provided and a refund is due, the applicable unused amount will be considered for refund.

Personal Training refunds

Personal Training sessions are reserved for a specific date and time. Refund eligibility therefore depends on when the customer cancels and whether the session has already been provided.

No-show bookings may also be excluded from a refund where the reserved session has been lost because the customer did not attend and did not provide reasonable notice.

Group Class refunds

Group Class bookings are subject to available capacity and the published timetable.

Where a customer cancels with the notice required under the Booking & Cancellation Policy, the booking may be rescheduled or refunded where the applicable terms allow.

A late cancellation or no-show may not qualify for a refund because the reserved space may have been unavailable to another customer.

If THE EVO PROJECT cancels a confirmed Group Class and the customer does not accept an alternative arrangement, a refund for the affected unused booking will normally be considered.

If we cannot provide the service

If THE EVO PROJECT cancels a confirmed service and does not provide an alternative arrangement that the customer accepts, the customer will normally be entitled to an appropriate refund for the affected service that has not been provided, subject to the circumstances and applicable rights.

• A Personal Training session cancelled by THE EVO PROJECT may be rescheduled or refunded.
• A cancelled Group Class may be replaced with another available session or refunded where appropriate.
• Where a prepaid service cannot be provided at all, the unused amount will be considered for refund.
• Customers will not be required to accept a credit or replacement booking instead of a refund where a refund is legally due.

How refunds are sent

Approved refunds will normally be returned using the same method originally used for the purchase.

Where the original purchase method is no longer available, has expired or cannot accept the refund, THE EVO PROJECT will contact the customer to agree a reasonable alternative method after the relevant purchase details have been checked.

When will the refund arrive?

Once a refund has been approved, THE EVO PROJECT will normally process the refund within 10 business days.

The processing period begins once the refund has been approved and the necessary purchase information has been confirmed.

Partial refunds

A partial refund may apply where part of a service period has already been provided and a refund is otherwise appropriate for the unused portion.

The amount will be considered by reference to the service already provided, the unused part of the relevant booking or membership period and the applicable terms.

Any calculation will be explained to the customer where a partial refund is approved.

Duplicate or incorrect charges

If a customer believes they have been charged more than once for the same purchase, or charged an incorrect amount, they should contact THE EVO PROJECT as soon as reasonably possible.

Once the relevant transaction has been checked, any confirmed duplicate or incorrect charge will normally be refunded using the original purchase method.

Approved refunds for duplicate or incorrect charges will normally be processed within 10 business days.

Online purchases and cancellation rights

Where a service is purchased online, statutory cancellation rights may apply depending on the nature of the contract and when the service is due to begin.

Where a customer has a statutory right to cancel, that right will apply in accordance with the relevant legal requirements.

If a customer specifically asks for a service to begin during an applicable cancellation period, the consequences of starting the service during that period will be handled in accordance with the applicable legal requirements.

When a refund may not be available

A refund may not be available where the relevant service has already been provided, where a booking was missed without reasonable notice, or where the applicable cancellation period has passed and the reserved service time has been lost.

• A completed Personal Training session is generally not refundable because the service has already been provided.
• A missed session without reasonable notice may not qualify for a refund or replacement.
• A late cancellation may not qualify for a refund where the reserved time could not reasonably be reallocated.
• A membership period that has already been used is generally not refundable merely because the customer later decides not to continue.
• A refund will not normally be issued twice for the same purchase or the same cancellation event.

These situations remain subject to any applicable statutory rights and the requirement that contractual terms are fair and transparent.

Credits and alternative bookings

Where appropriate, THE EVO PROJECT may offer a customer an alternative booking, rescheduled session or account credit.

An alternative arrangement may be offered as a practical solution, but it will not be used to remove a refund right where a refund is legally due.

Any credit or replacement booking will be subject to the terms communicated when it is offered, including any applicable period for using the replacement arrangement.

How to request a refund

Refund requests should be sent to THE EVO PROJECT using the published contact details.

To help us review the request, customers should provide:

• Full name used for the booking or membership.
• Email address used when placing the purchase or booking.
• Relevant booking or order details.
• Date of the purchase or scheduled session.
• A short explanation of the refund request.

Customers should not send complete card numbers, security codes, passwords or other unnecessary account credentials by email or through the website contact form.

After a refund is approved

Once a refund has been approved, THE EVO PROJECT will normally confirm that the refund has been processed.

The confirmation may identify the relevant purchase or booking and the amount being returned. It will not include unnecessary account or transaction information.

Customers should allow the relevant external account provider additional time after processing for the refunded amount to appear in their account.

If a refund cannot be completed

If the original purchase method cannot receive a refund, for example because an account has been closed or a relevant card is no longer available, THE EVO PROJECT will contact the customer using the contact details held for the booking.

The customer may then be asked to provide suitable information needed to arrange a reasonable alternative refund method.

THE EVO PROJECT will not request unnecessary passwords, security codes or complete card details for the purpose of arranging a refund.

If you disagree with a refund decision

If a customer believes that a refund request has been incorrectly declined or calculated, they should contact THE EVO PROJECT and provide the relevant booking or purchase information.

The request will be reviewed against the applicable terms, booking information and circumstances.

Customers will be given a clear explanation of the outcome where a refund is not approved or where only a partial refund applies.

Fair and transparent handling

THE EVO PROJECT aims to apply this Refund Policy consistently, reasonably and transparently.

Refund arrangements are not intended to create excessive charges or to retain amounts relating to services that have not been provided where a refund is otherwise due.

Any cancellation or refund term will be applied subject to applicable consumer rights and the requirement for contractual terms to be fair and transparent.

Other terms to read

This Refund Policy works alongside the other policies published by THE EVO PROJECT.

• Terms & Conditions
• Membership Terms
• Booking & Cancellation Policy
• Privacy Policy
• Cookie Policy

Refund questions?

If you have a question about a refund, cancellation or booking, contact THE EVO PROJECT using the details below.

• Phone: +44 7805 944022
• Email: evoprojectonline@outlook.com
• Address: 139 Heritage Way, Llanymynech, Shropshire, SY22 6LN