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Refund Policy

Last updated: 17/04/26

Important Notice: Refund outcomes depend on the product purchased, payment method used, timing of cancellation, and Organisation settings (including whether credits are enabled).

1. Scope

This Refund Policy applies to services provided by Go Grow Connect LTD ("Go Grow Connect", "we", "our", "us"), including platform subscriptions and customer payments processed through the platform.

For Organisation Customers (for example, members booking classes or facilities), this page explains the default cancellation and refund behavior used by the product.

2. Platform Subscription Refunds (Organisations)

Platform subscription fees are charged in advance and are generally non-refundable for the current billing period, except where required by law or expressly agreed otherwise.

If you cancel a platform subscription, access continues until the end of the paid period and no further renewal charges will be made after cancellation takes effect.

3. Booking Refund Rules (Organisation Customers)

3.1 Cancellation Window

For class and facility bookings, refunds are determined using a 24-hour cutoff before the scheduled start time.

3.2 Bookings Paid with Credits or Blocks

  • Cancelled 24 hours or more before start time: an equivalent booking credit is returned.
  • Cancelled less than 24 hours before start time: no credit refund is provided.

3.3 Pay-As-You-Go Card Bookings

  • Cancelled 24 hours or more before start time and credits are enabled: refunded as booking credit.
  • Cancelled 24 hours or more before start time and credits are not enabled: refunded to the original payment method (processed via Stripe).
  • Cancelled less than 24 hours before start time: no refund is provided.

3.4 Included, Membership, or Free Bookings

Where no separate class or facility payment was taken, no monetary refund applies. Any access entitlements are managed under the relevant Organisation's membership terms.

3.5 Waitlist and Pending Payment

  • Joining or leaving a waitlist does not charge a fee.
  • If a pending payment booking is cancelled before payment is completed, no payment refund is required.

4. Refund Method and Timing

  • Credit refunds are applied to the relevant credit wallet or pack in-app.
  • Monetary refunds are returned to the original payment method through Stripe.
  • Card refund settlement times depend on card networks and banks and can take several business days.

5. Situations That Usually Do Not Qualify for Refunds

  • User cancellations made less than 24 hours before start time.
  • No-shows.
  • Change of mind after the relevant cancellation cutoff.
  • Unused access where no separate booking payment was made.

6. Consumer Rights and Legal Position

Nothing in this policy excludes rights that cannot be excluded under applicable law.

Organisation Customers should also review the specific Organisation's terms, as additional rights or obligations may apply to that customer-Organisation relationship.

7. Contact

If you have a refund-related question, contact:

Go Grow Connect LTD

Email: info@gogrowconnect.com

Subject Line: "Refund Policy Enquiry"

8. Policy Changes

We may update this Refund Policy from time to time. Updated versions are effective from publication on this page.

This policy should be read together with our Terms and Conditions.

Summary

For paid bookings, cancellations at least 24 hours before start receive either credit or cash (depending on payment type and Organisation settings). Cancellations under 24 hours do not receive a refund.

This Refund Policy is effective as of the date last updated above and applies to all users of the Go Grow Connect platform.