1. Overview

At The BTL Way Company, we are committed to delivering high-quality training services and products. This policy outlines the refund and cancellation terms for all our services and merchandise. Please read carefully before making a purchase or booking.

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2. Online Personal Training Sessions

Refunds for online sessions are granted only when a session has NOT yet been delivered:

• If you have paid and no session has been conducted, you are eligible for a full refund.

• Once a session has been delivered via Zoom, Teams, or our app, it is considered fulfilled and is non-refundable.

• For multi-session packages, refunds will only be issued for sessions not yet delivered at the time of the request.

• Cancellations made less than 24 hours before a scheduled online session will be considered a delivered session and are non-refundable.

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3. In-Person Personal Training (Home & Gym)

For coaching sessions conducted at your home or at our private gym:

• Cancellations made at least 24 hours before the session will receive a full refund or rescheduling at no charge.

• Cancellations made less than 24 hours before the session will be charged in full, as the coach has already been assigned and travel/time has been allocated.

• No-shows (client not present at the agreed time and location) are non-refundable.

• If we need to cancel or reschedule due to our own availability, you will receive a full refund or priority rescheduling.

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4. Tennis Lessons

Individual Tennis Lessons:

• Cancellations made at least 24 hours in advance will receive a full refund or free rescheduling.

• Cancellations made less than 24 hours before the session will be charged in full.

• No-shows are non-refundable.

Group Tennis Sessions:

• Group sessions are booked on a fixed-schedule basis. Once a group session has commenced, it is non-refundable.

• If you are unable to attend a group session, you may not transfer your spot to another person without prior written approval.

• If a group session is cancelled by us due to insufficient participants or coach unavailability, a full refund will be issued or an alternative session offered.

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5. Branded Merchandise

All merchandise sales are final. Refunds or exchanges are only accepted in the following circumstances:

• The item received is defective or damaged upon arrival.

• The wrong item was sent (incorrect product or size).

To request a merchandise refund or exchange, contact us within 7 days of receiving your order with your order reference and photos of the issue. We will arrange a replacement or refund upon verification.

 

Shipping & Returns:

• For eligible returns, we will cover return shipping costs if the error was on our part.

• Items must be unused, unwashed, and in their original packaging to be eligible for exchange.

• Merchandise available for both delivery (within Saudi Arabia) and pickup at our gym. Pickup orders must be collected within 14 days of notification.

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6. Refund Processing

Approved refunds will be processed to the original payment method via Tap Payments within 7–14 business days, depending on your bank or card issuer.

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7. Rescheduling

We encourage rescheduling as an alternative to cancellation for all session types. Rescheduling is free of charge when requested at least 24 hours in advance, and subject to coach availability.

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8. Exceptional Circumstances

In cases of serious medical emergencies or other exceptional circumstances, we will review refund requests on a case-by-case basis for all service types. Supporting documentation may be required.

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9. Changes to This Policy

We reserve the right to update this Refund & Cancellation Policy at any time. Updates will be reflected on our website with a revised effective date.

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10. Contact Us — Refunds & Cancellations

The BTL Way Company | شركة مسار البطل

admin@thebtlway.com
Whatsapp+966 53 008 7814

For refund requests or cancellations, please contact us through our website or official communication channels.