Fair, transparent and firm. This policy explains what happens when LGRA cancels a class, when you are unable to continue training, and how we return the value of any booking you have made.
Version 2026.02.cancel-refund-v1 · Effective 2026-02-12
In plain English
Your class has been cancelled or postponed. The booking value will be returned to your LGRA Wallet, credit balance or class package based on how the booking was made. You may also choose an alternative class or appointment, subject to availability. Cash refunds are only considered in exceptional medically supported circumstances and require management approval.
1. Classes cancelled or postponed by LGRA
If LGRA cancels or postpones a scheduled class, no automatic cash refund will be issued. The booking value must be returned according to the original booking method:
LGRA Wallet payment: Return the amount to the customer's LGRA Wallet.
Credit payment: Return the credits to the customer's credit balance.
Class package: Restore the deducted session to the relevant package.
Membership benefit or monthly credits: Restore the applicable benefit or credits, subject to their original validity.
Rescheduled appointment: With the customer's agreement, transfer the booking to the next available class or appointment.
The system will never convert package sessions or credits into cash automatically.
2. Customer unable to continue training
Cash refunds are only considered in exceptional circumstances where the customer is medically or physically unfit to continue training. The customer must:
Submit relevant supporting documents, such as a medical certificate, doctor's letter or medical report.
Provide the affected booking or package information.
Submit the request to the LGRA Admin or Management Team for review.
Supporting documents do not guarantee approval. Every cash refund request remains subject to management assessment and written approval.
3. Alternative account balance
If a cash refund is not approved, the remaining value will be retained in the customer's LGRA account as wallet balance, credits, package sessions or another arrangement agreed upon with the Admin or Management Team.
Reason for the adjustment
Original booking or payment reference
Amount, credits or sessions returned
New validity date, if applicable
Admin who approved the arrangement
Date and internal notes
Any extension, transfer, rescheduling or account credit arrangement will be recorded in the customer's account against the fields above so both sides have a complete audit trail.
4. Admin controls
Regular admins may resolve cancelled or postponed bookings via the Admin Portal with the following options:
Reschedule to another class or appointment
Return to LGRA Wallet
Restore credits
Restore package session
Extend validity
Submit exceptional cash-refund review (routed to Management)
Cash refunds require a supporting-document upload, a written reason, management approval, the refund amount and the payment reference. Coaches and regular admin staff cannot approve cash refunds — only management-authorised admins can.
Questions?
If you need help understanding how this policy applies to your booking, please contact the LGRA team directly. For medically supported cash-refund requests, gather your medical documents and reach out to management — see the Booking Help guide .
