Refund and Cancellation Policy

1. Overview

Forma Fit (“Forma”, “we”, “us”) operates a software platform used by independent fitness businesses (“Gyms”) to manage memberships, classes, personal training, and payments. This policy covers two distinct types of transactions:

• Platform subscriptions — the monthly fee a Gym pays Forma to use the platform. Refund rules below in Section 2.
• Gym member transactions — charges made by an end member to their Gym (memberships, drop-in classes, personal training packages, retail). Each Gym sets its own refund policy. Forma facilitates payment processing via Stripe Connect but is not a party to these transactions. Refund rules below in Section 3.

2. Platform Subscription Refunds (Gym Owners)

2.1 Monthly Subscriptions

Forma platform subscriptions are billed monthly in advance. Charges already billed are non-refundable except where required by law. You may cancel at any time from your account settings; cancellation takes effect at the end of the current billing period and prevents future charges. You retain access to the platform through the end of the period you have already paid for.

2.2 Free Trial Period

If a free trial is offered, no charge is incurred during the trial period and no refund applies. You may cancel before the trial ends to avoid being billed.

2.3 Service Outages and Material Defects

If the platform is unavailable for an extended period due to a fault on our side, or if a material defect prevents you from operating your business through the platform, contact support within 30 days of the incident. We will review the request and, if eligible, provide a credit toward a future billing period or a prorated refund at our discretion.

2.4 How to Request a Platform Refund

Email support@goforma.fit with your account email and a description of the issue. We respond within 5 business days. Approved refunds are issued to the original payment method within 5–10 business days after approval.

3. Gym Member Transactions (Members of a Gym)

When you purchase a membership, class pack, personal training package, retail item, or other product through the Forma platform, you are transacting with the Gym — not with Forma. The Gym's refund policy governs that purchase.

3.1 General Guidelines

Most Gyms operate under the following common conventions, but the specific policy for your transaction is whatever the Gym communicated to you at the time of purchase or in their member agreement:

• Recurring memberships — usually cancelable with a notice period (commonly 30 days). Charges already billed are typically not refunded; cancellation prevents future charges.
• Drop-in classes — refundable if canceled before a stated cutoff (e.g., 24 hours before class). After the cutoff or once the class is attended, generally no refund.
• Personal training packages — unused sessions may be refundable per the Gym's package terms; consumed sessions are typically non-refundable.
• Retail and merchandise — may be returnable in original condition within a stated window (e.g., 14 or 30 days); consumable items (supplements, food) are typically non-returnable.
• No-shows — classes or sessions you fail to attend are generally non-refundable.

3.2 How to Request a Refund from a Gym

Contact your Gym directly. Their contact information is available in their member portal, on their location page in the Forma app, or on materials they provided at signup. If the Gym approves the refund, it is processed back to your original payment method within 5–10 business days.

3.3 Disputes Between Members and Gyms

If you cannot reach a resolution with your Gym, you may contact support@goforma.fit and we will attempt to facilitate communication, although Forma is not the merchant and cannot unilaterally issue a refund on behalf of a Gym. You may also pursue a chargeback through your card issuer if you believe a charge is unauthorized or otherwise eligible under your card's consumer protections.

4. Chargebacks and Card Disputes

If a chargeback is initiated against a transaction processed through the Forma platform, the Gym associated with that transaction is responsible for responding to the dispute through Stripe. Forma may suspend a Gym's ability to process payments while a high volume of disputes is investigated.

For platform subscription chargebacks (Section 2), Forma reserves the right to suspend or terminate the affected account.

5. Processing Times

Approved refunds are returned to the original payment method. Once issued by Stripe, the credit typically appears on the cardholder's statement within 5–10 business days, depending on the card issuer. Forma does not control the timing once Stripe has dispatched the refund.

6. Changes to This Policy

We may update this policy from time to time. The effective date at the top of this page reflects the most recent revision. Material changes will be communicated to active platform subscribers by email.

7. Contact

Questions about this policy? Reach out: