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Refund & Cancellation Policy

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Refund & Cancellation Policy

This policy forms part of our Terms of Service. It is provided by YOGSPACE LTD (company number 17485142, registered in England and Wales, registered office 128 City Road, London EC1V 2NX, United Kingdom). The cut-off time that applies to your Session is shown at checkout before you pay, and the rules shown when you book are the ones that apply to that Session. Today the cut-off is 12 hours before the start of the Session.

Where refunds go

Refunds are paid into your YogSpace Wallet by default, so you can rebook straight away. If you paid with a bundle Session, the Session goes back into your bundle instead.

If you would rather have your money back on your original payment method, email support@yogspace.com within 180 days of the refund. We will send it to your original payment method within 14 days of your request. You will never be charged for this.

If you cancel

  • Up to the cut-off: cancel in the app for a full refund, including the booking fee.
  • After the cut-off: the Session can no longer be cancelled and is charged in full, because your Instructor has kept that time for you.

If you want to reschedule

  • Up to the cut-off: reschedule for free to any open slot with the same Instructor.
  • After the cut-off: only your Instructor can move the Session.

If your Instructor cancels or reschedules

  • If your Instructor cancels, you get a full refund, including the booking fee.
  • If your Instructor moves your Session to a new time, we tell you straight away. You can accept the new time or decline it for a full refund, at any time until the original start time. If you do nothing, the new time is confirmed.

If your Instructor does not show up

If your Instructor has not joined 15 minutes after the start time, you can report it in the app. You then get a full refund straight away, including the booking fee, and we will help you rebook with another verified Instructor.

If you do not show up

If you miss a Session without cancelling before the cut-off, there is no refund and your Instructor is paid for the time they kept for you. If you had a genuine emergency, contact us and we will look at it fairly.

Technical problems

If a Session cannot take place or is cut short because of a problem with our Platform or our video provider, contact us and we will offer you a free replacement Session or a refund. Problems with your own device or internet connection are not covered.

Wallet top-ups and bundles

You have 14 days after buying Wallet credit or a bundle to cancel it for any reason and get a refund of the unused part to your original payment method. See our Terms of Service for the details, and for how bundle expiry and conversion to Wallet credit work.

Disputes

If something went wrong with a Session that is not covered above (for example its quality, or an Instructor's conduct), raise a dispute in the app within the window shown after the Session. After that window closes you can still contact support@yogspace.com, and we will look into it. Money linked to the Session may be held while we look into it. We ask both you and the Instructor for your account, a member of our team decides, and we tell you the outcome and the reasons. If you are not happy with the decision, you can make a complaint as explained in our Terms of Service.

Your legal rights

This policy does not affect your legal rights as a consumer, including your right to a Session provided with reasonable care and skill, and to a repeat Session or a refund if it is not.

How to reach us

Use the cancellation, reschedule, no-show and dispute options in the app, or email support@yogspace.com.