Refund Policy
1. Scope
This Refund Policy applies to all Passes purchased through thetrainstationgyms.com and forms part of our Terms of Service.
2. Unused Passes — full refund window
If you have not yet redeemed your Pass, you may cancel and request a full refund up to twenty-four (24) hours before the booked session by emailing [email protected] with your order number. Refunds under this clause are issued in full to the original payment method without further questions.
3. Same-day cancellation
If you cancel less than 24 hours before the session, we will offer to move your Pass to a different day at no extra cost. A cash refund is not normally available within this window.
4. Redeemed Passes
Once a Pass has been redeemed (i.e. you have entered the gym for the booked session), the Pass is considered consumed and refunds are not available, except where required by applicable consumer-protection law or where our service has materially failed to meet the description on this Site.
5. No-shows
If you do not turn up for a booked session and do not contact us in advance, the Pass is considered delivered and no refund is due. We may, at our discretion, offer to re-book once.
6. Medical & injury
If you are unable to use a Pass because of a documented injury or medical issue, we will issue a refund or extend the validity of the Pass on production of a doctor's note. Email us before the booked session date.
7. Gym closure
If we close the gym for reasons within our control on the day of your booked session, we will offer either a free re-booking on a new date or a full refund. If closure is caused by force majeure (severe weather, public-health restrictions, utility failure), the same options apply but no consequential losses are payable.
8. Payment method
Refunds are issued to the original payment card used at checkout via Payzpool. Please allow 5–10 business days for the refund to appear on your statement, depending on your card issuer. The original charge will have appeared on your statement as PHOENIX.
9. Chargebacks
If you have any issue with a charge, please contact us first — we resolve the vast majority of concerns informally. Initiating a chargeback without first contacting us may result in your access being suspended pending review.
10. How to request a refund
Email [email protected] with your order number (format TTSG-XXXXXXXXXX) and a brief note. We acknowledge every refund request within one business day.