Refund & Cancellation Policy
When money comes back, when it does not, and how membership freezes work.
Last updated 7 October 2026
1. Gym subscriptions
Gym fees are arranged directly with Kynvelo. Contact support@kynvelo.online with your payment reference to discuss a cancellation or refund; this software does not provide gym subscription cancellation or automatic prorated refunds.
2. Setup fees
Any setup fee and its refund terms are agreed during onboarding. Contact support@kynvelo.online about work already performed or a proposed cancellation.
3. Athlete subscriptions
Athlete plans are prepaid and do not automatically debit your account. Access runs until the end of the paid term. Account settings do not include a refund or subscription cancellation control; contact support@kynvelo.online with the payment reference for help.
4. Failed and duplicate payments
If a payment appears failed or duplicated, check its status with your payment provider and contact support@kynvelo.online with the payment reference. Kynvelo does not automatically initiate duplicate-payment refunds. Any approved refund is processed through the payment provider; processing time depends on that provider and your bank.
5. Member-to-gym payments
For a gym membership payment, contact your gym about its refund terms and the payment reference. The software records payment status; it does not provide automatic refunds, credit notes or separate per-gym payment settlement.
6. Membership freezes
Where your gym enables membership freezes, staff can record a freeze and extend the membership expiry by the frozen period. Ask the desk about your gym's eligibility and limits.