Refund / Cancellation Policy

1. Scope

These rules apply to individual and group training services booked through Treniruoteka, unless a specific offer clearly provides terms more favourable to the client or mandatory law requires otherwise.

2. Client cancels at least 24 hours in advance

If a booking is cancelled at least 24 hours before the scheduled start of the session, under the current MVP logic the client receives a full refund of the amount paid through the platform.

• For a card payment, a full refund is initiated to the original payment method.
• If an eligible Rewards credit was used for the booking, the credit is restored to the client’s account.

3. Client cancels less than 24 hours in advance

If a booking is cancelled less than 24 hours before the session starts, payments are generally non-refundable under the current platform rules.

• A card payment is not refunded unless mandatory law requires it or an individual exception is approved.
• Rewards credit is generally considered used.
• The client may provide a reason for cancellation. In exceptional and justified circumstances, an administrator may make a more favourable decision for the client, but this is not guaranteed.

4. Client does not attend

If the client does not attend a confirmed session and the booking is marked as a no-show under the platform rules, the payment is generally non-refundable and the Rewards credit is considered used.

5. Trainer cancels

If the trainer cancels a confirmed booking, the client receives a full refund.

• The card payment is refunded to the original payment method.
• Rewards credit is restored to the client’s account.
• No payout is calculated for a session cancelled by the trainer, unless a different lawful and documented decision is made.

6. Platform administrator cancels

If a platform administrator cancels a booking due to safety, a technical error, a dispute, the trainer’s inability to provide the service or another justified reason, the client receives a full refund of the amount paid through the platform or the Rewards credit is restored.

7. Pending or failed payment

A booking whose payment was not successfully completed may be automatically cancelled or marked as invalid. If the platform did not receive funds, no refund is made.

8. How refunds are processed

• A refund is initiated through the same payment service provider used for the original payment.
• The actual time for the funds to be credited depends on the payment service provider and the client’s bank.
• In the event of a security issue or dispute, the platform may request additional information to identify the payment or booking.
• Refunds are generally made to the original payment method unless applicable law or the payment service provider’s rules require otherwise.

9. 14-day right of withdrawal for distance contracts

As a general rule, consumers have the right to withdraw from certain distance contracts within 14 days. However, the law may provide an exception to this right for leisure services booked for a specific date or period.

Therefore, for a training session booked for a specific date and time, the cancellation terms clearly stated on this page apply first, except where mandatory law gives the consumer greater protection in the specific relationship.

10. Disputes about cancellations or refunds

We recommend including the account email, booking date, trainer and a brief description of the issue in your request. Contact us at info@treniruoteka.lt.

When reviewing a dispute, we may assess booking data, payment status, system logs, correspondence and other information related to the specific booking.