Refund, Reschedule & Cancellation Policy

Effective date: 6 July 2026 · Operated by: Serenity Pilates by Sneha ("Serenity", "we", "us")

This policy explains our no-refund rule and how rescheduling works for trial classes and session packages purchased from Serenity Pilates Studio. By purchasing, you agree to this policy. It is read together with our Terms & Conditions.

1. No Refunds

  • All package purchases and trial fees are non-refundable. Once paid, fees are not returned for change of mind, unused sessions, missed classes, or early discontinuation.
  • Instead of refunds, we offer rescheduling (Section 3) so you don't lose the value of a session you can't attend at its booked time.
  • The only exceptions are payment errors and studio-side non-delivery (Section 6).

2. Trial Conversion Credit

If you attend a trial/intro class and then buy your first package within 30 days, the trial fee you paid is credited toward that package's price (and the trial counts as one session of the new package). This is a credit against the purchase — not a cash refund. Any portion of the trial fee above the package price is adjusted to nil and not refunded.

3. Rescheduling (the only change option)

  • You may reschedule a booked session to another available slot up to 12 hours before its start time. The session moves to the new slot — it is not lost.
  • Within 12 hours of the start time, sessions cannot be rescheduled.
  • A session you do not attend, and did not reschedule before the 12-hour cutoff (a no-show), is treated as used and is not refunded or restored.
  • You cannot cancel a booking yourself; rescheduling is the only self-service change.

4. Cancellations by the Studio

  • Only Serenity (a trainer or admin) may cancel a class or slot. If we cancel a class, the affected session is returned to your balance and you may rebook it.

5. Package Validity, Grace, Pause & Renewal

  • Each package is valid for the period shown at purchase, followed by a 15-day grace period in which remaining sessions may still be used. Sessions unused after grace are forfeited and are not refundable or transferable.
  • Medical / travel pause: on request and at our discretion, we may pause a package (freezing the validity clock) so the time is added back when you resume — offered instead of a refund.
  • Once a package expires, you cannot book new sessions until you renew. On renewal, booking access is restored automatically.

6. Limited Exceptions (payment errors & non-delivery)

We will correct or return amounts only in these cases:

  • Duplicate or erroneous charges (e.g. charged twice, or charged without an activated package).
  • Studio non-delivery — a package paid for that was never made available to you.

To request a correction, email serenitypilateskerala@gmail.com (or message +91 81370 59072) with your name, registered phone/email, and details. We acknowledge within 2 working days; approved corrections are returned to the original payment method (UPI/net-banking 1–5 working days; card 5–10 working days; bank transfer 7–14 working days), subject to your bank/provider.

7. Taxes

Prices are inclusive of any applicable charges. GST is not currently levied. Should GST become applicable in future, it will be shown on invoices and added in accordance with law.

8. Changes to This Policy

We may update this policy from time to time. The version in effect at the time of your purchase applies to that purchase.

9. Contact

Serenity Pilates by Sneha — Serenity Pilates Studio 2nd Floor, TC-23/114(6), PNRA C22, Peroor Nagar, Kowdiar, Thiruvananthapuram, Kerala 695003 Email: serenitypilateskerala@gmail.com · Phone/WhatsApp: +91 81370 59072 Support hours: 9:00 AM – 6:00 PM, Monday – Saturday