Refund Policy

At Navanoo Fitness, we strive to provide exceptional service and value. This Refund Policy outlines the terms and conditions for refunds and cancellations of our services and memberships.

1. General Refund Principles

We are committed to member satisfaction while maintaining fair business practices. All refund requests are evaluated on a case-by-case basis in accordance with the terms outlined below and applicable Canadian consumer protection laws.

2. Personal Training Sessions

2.1 Individual Session Refunds

Individual personal training sessions purchased as one-time services:

• Full refund available if cancelled at least 24 hours before the scheduled session
• No refund for cancellations made less than 24 hours before the session
• Sessions may be rescheduled once without penalty with at least 12 hours notice
• No-shows forfeit the full session cost

2.2 Training Package Refunds

For multi-session training packages (10, 20, or more sessions):

• Refunds available within 14 days of purchase if no sessions have been used
• After the first session is completed, packages become non-refundable
• Unused sessions may be transferred to another person with written request and approval
• Packages expire 12 months from purchase date unless otherwise specified
• Partial refunds may be considered for medical reasons with supporting documentation

3. Monthly Membership Subscriptions

3.1 Cancellation Policy

Monthly recurring memberships:

• May be cancelled with 30 days written notice
• Notice must be submitted in writing via email or in person
• Cancellation becomes effective at the end of the current billing cycle
• No refunds for partial months or unused days within the billing period
• Members remain responsible for payment until cancellation takes effect

3.2 Membership Freeze

Members may freeze their membership instead of cancelling:

• Minimum freeze period: 30 days
• Maximum freeze period: 90 days per calendar year
• No fees charged during freeze period
• Medical freezes may extend beyond 90 days with documentation
• Freeze requests must be submitted at least 7 days before the next billing date

4. Prepaid Annual Memberships

For annual memberships paid in full:

• Full refund available within 30 days of purchase if facilities have not been used
• After 30 days or first use, no refund available except for the following circumstances:
• Relocation: Proof of move more than 50 km from our facility (pro-rated refund for unused months)
• Medical reasons: Doctor's note indicating inability to participate in fitness activities (pro-rated refund for unused months)
• Death or serious illness: Full refund of unused portion with supporting documentation
• Refund processing fee of $50 applies to all approved annual membership refunds

5. Group Classes and Programs

For specialized group classes, boot camps, or programs:

• Full refund if cancelled at least 7 days before the program start date
• 50% refund if cancelled 3-7 days before the start date
• No refund for cancellations less than 3 days before start or after program begins
• Missed classes due to personal reasons cannot be refunded or rescheduled
• Program cancellations by Navanoo Fitness result in full refunds or alternative scheduling

6. Special Promotions and Discounted Services

Services purchased during promotional periods or at discounted rates:

• Subject to special terms disclosed at time of purchase
• Generally non-refundable unless otherwise stated in the promotion
• Cannot be combined with other refund policies
• May be transferred or credited at management discretion

7. Extraordinary Circumstances

Navanoo Fitness recognizes that unexpected life events may prevent members from using our services. Refund requests due to extraordinary circumstances will be considered on a case-by-case basis for:

• Serious medical conditions or injuries preventing exercise
• Job relocation outside the Ottawa area
• Military deployment
• Death of a family member requiring extended leave
• Natural disasters or emergencies

Supporting documentation is required for all extraordinary circumstance refund requests.

8. Refund Processing

8.1 Request Procedure

To request a refund:

1. Submit a written refund request via email to [email protected] or in person
2. Include your full name, membership number, and reason for refund
3. Provide any required supporting documentation
4. Allow up to 14 business days for review and processing

8.2 Refund Method

Approved refunds will be processed using the original payment method:

• Credit card refunds: 5-10 business days to appear on statement
• Debit card refunds: 5-10 business days to appear in account
• Cash payments: Refunded by cheque within 14 business days
• Processing fees and taxes are non-refundable

9. Non-Refundable Items and Services

The following are non-refundable under all circumstances:

• Registration fees and administrative charges
• Personal training certifications or educational materials
• Retail merchandise and supplements
• Guest passes and day passes
• Special event tickets or registrations
• Locker rentals

10. Dispute Resolution

If you disagree with a refund decision:

• Contact our management team to discuss your concerns
• Provide additional information or documentation if available
• Management will review and provide a final decision within 7 business days
• Decisions made by management are final

Members retain the right to pursue resolution through applicable consumer protection agencies or legal channels.

11. Changes to Services

If Navanoo Fitness makes significant changes to services, membership terms, or facility access:

• Members will be notified at least 30 days in advance
• Members may cancel without penalty if changes substantially affect their membership
• Pro-rated refunds may be offered at management discretion

12. Facility Closure

In the unlikely event of temporary or permanent facility closure:

• Members will receive pro-rated refunds for unused time
• Alternative arrangements may be offered where possible
• Refunds processed within 30 days of closure announcement

13. Consumer Rights

This Refund Policy operates in conjunction with consumer protection laws in Ontario and Canada. Nothing in this policy limits or excludes any statutory rights you may have as a consumer under applicable law.

14. Contact Information

For refund requests or questions about this policy, please contact us:

• Email: [email protected]
• Phone: +1 250-785-7521
• Address: 440 Laurier Avenue West, Ottawa, ON K1R 7X6

15. Policy Updates

Navanoo Fitness reserves the right to modify this Refund Policy at any time. Changes will be posted on our website and will apply to purchases made after the update date. Existing contracts will be governed by the terms in effect at the time of purchase.