Refund & Cancellation Policy

Required by Razorpay

Effective April 2026 · GetQi Pvt. Ltd., Bengaluru, India

Key principle: GetQi uses a "commitment-at-booking" model. Wallet balance is deducted when you take an action (generate a QR, book a class, purchase a pass or membership). Refunds depend on the specific product and circumstances described below.

1. Wallet Top-Ups (Personal Wallet)

No refund on wallet top-ups. Once funds are added to your GetQi personal wallet via Razorpay, they cannot be refunded back to your original payment method. Wallet balance remains available for use on the platform indefinitely.

If a top-up payment fails but is charged by your bank, please contact us at [email protected] with your transaction reference. We will investigate and credit your wallet manually if the payment was captured.

If your account is closed, any remaining personal wallet balance will be refunded to your original payment method, subject to identity verification and within 7–14 business days.

2. QR Spot Bookings (Day Pass / Session)

Spot bookings are generated as QR codes from your wallet balance.

Scenario	Outcome
QR generated but not used (you don't show up), and QR expires after 24 hours	Automatic refund to your wallet within 24 hours via our reconciliation job
QR generated and successfully scanned at the facility (check-in recorded)	No refund. The session is consumed.
QR generated and manually cancelled by you before it is used	No refund. Cancellation removes the QR but does not trigger a refund.

If you generate a QR but cannot attend: Simply let the QR expire naturally (do not cancel it). Our system will automatically refund your wallet within 24 hours of expiry.

3. Passes

No refund on passes. Once a pass is purchased, it is non-refundable regardless of usage.

Passes expire either when all sessions are used, or when the validity period ends — whichever comes first. Unused sessions on an expired pass are forfeited and not refunded.

Pass sessions are deducted at QR generation, not at check-in. If a pass-based QR expires without being scanned, the session deduction is still considered consumed (sunk cost model). Please plan QR generation for when you are about to visit.

4. Facility Memberships

No refund on facility memberships. Memberships are non-refundable once purchased.

If a facility is deactivated from the GetQi platform after you have purchased a membership there, please contact us. We will evaluate a goodwill credit to your personal wallet on a case-by-case basis.

5. Group Classes — Single Booking

When You Cancel	Refund
More than 2 hours before the session start time	Full refund to your wallet (company and personal portions returned to respective wallets)
Less than 2 hours before the session start time	Partial refund. Amount paid minus the no-show penalty for your facility tier is returned to your wallet.
Did not cancel and did not attend (No-Show)	Penalty charged. Refund = Amount paid minus tier penalty. Processed automatically within 30 minutes of session end.

No-Show Penalty by Facility Tier

Facility Tier	Penalty Amount
Essential	₹100
Plus	₹150
Elite	₹200

Penalty amounts are admin-configurable and may change. Current amounts are always shown in the app at time of booking.

6. Group Classes — Bulk Booking Cancellation

Bulk bookings can be cancelled as a group. The refund calculation is:

Refund = Total amount paid − (Attended sessions × full undiscounted price per session) − Bulk cancellation fee (₹200)

Sessions you have already attended are charged at the full (non-discounted) session price, not the discounted rate you paid.
A flat cancellation fee of ₹200 is deducted.
All remaining unattended sessions in the bulk group are cancelled and capacity is released.
Refund is credited to your wallet (company and personal portions returned proportionally).

Example: You bulk-booked 8 sessions at ₹120/session (discounted from ₹150 full price). Total paid: ₹960. You attended 2 sessions, then cancelled. Attended cost = 2 × ₹150 = ₹300. Cancellation fee = ₹200. Refund = ₹960 − ₹300 − ₹200 = ₹460 back to your wallet.

7. Facility-Initiated Cancellations

If a facility cancels a class or session you have booked, you receive a full refund.

Single session cancellation by facility: full refund of amount paid for that session.
Recurring series cancellation by facility: full refund for all future unattended sessions in the series.
Refunds are processed automatically within 24 hours of the facility's cancellation action.

8. Corporate Wallet Balance

Corporate wallet funds are provided by your employer. GetQi does not accept or process individual refund requests for corporate wallet balances — these are governed by your employer's wellness policy. Disputes about corporate wallet amounts should be raised with your HR administrator.

If your company's GetQi account is closed, outstanding corporate wallet balances are returned to the company, not to individual employees.

9. Refund Processing Timeline

Refund Type	Processing Time	Destination
Expired spot QR (automatic reconciliation)	Within 24 hours	GetQi wallet
Group class cancelled before deadline	Immediate	GetQi wallet
Group class no-show penalty processing	Within 30 minutes of session end	GetQi wallet (net of penalty)
Facility-cancelled session	Within 24 hours	GetQi wallet
Account closure refund (personal wallet)	7–14 business days	Original payment method via Razorpay

Note: Refunds are credited to your GetQi wallet, not back to your bank account or card, unless your account is being closed.

10. Disputes and Complaints

If you believe a refund has been processed incorrectly, or if you have a complaint about a transaction, contact us within 14 days of the transaction at:

Email: [email protected]
Subject line: "Refund Dispute — [your registered email]"

Please include your transaction date, amount, and description of the issue. We aim to respond within 3 business days.