Cancellation & Refund Policy

In short: give us at least 24 hours' notice to cancel or reschedule a Session and you won't lose anything. Later than that, the deposit is kept. If we cancel, you get a full refund. Courses can be refunded within 7 days if you've completed under 20% of the lessons and haven't attempted the exam or evaluation.

1. About this policy

This Cancellation & Refund Policy is part of the Terms of Service between you and Stretchtogo LLC ("Stretchtogo", "we" or "us"). It applies to Sessions booked on stretchtogo.com and to Courses bought on learnstretchtogo.com. All times refer to the time zone of Miami, Florida (Eastern Time). Nothing in this policy limits any right you have under law that cannot be waived.

2. Cancelling or rescheduling a Session

2.1 With at least 24 hours' notice. You may cancel or reschedule a Session free of charge if you do so at least 24 hours before its scheduled start time. You can do this using the "manage booking" link in your confirmation email, from your account, or by contacting us. If you cancel in time, we will refund any deposit or prepayment in full to your original payment method, or, if you prefer, keep it as a credit toward a future Session.

2.2 Late cancellations (less than 24 hours' notice). If you cancel or ask to reschedule less than 24 hours before the start time:

• if you paid a deposit or a booking fee (Sessions with an Independent Stretchtogo Practitioner), it is non-refundable and is kept to cover the reserved time and the practitioner's lost opportunity to book another client;
• if you paid the full price online, we will refund the amount you paid minus an amount equal to the deposit (currently 20% of the Session price).

We may, at our discretion, waive a late-cancellation charge once, or for a genuine emergency, if you contact us as soon as you can. This is a courtesy, not a right.

2.3 No-shows. If you do not attend a Session, or the practitioner cannot reach you or access the location within 15 minutes after the start time despite reasonable efforts to contact you, the Session is treated as a no-show. For a no-show, the full Session price is payable and no refund is given; a deposit or prepayment is kept.

2.4 Sessions stopped for safety or conduct. If a practitioner refuses or stops a Session under Section 7.4 of the Terms because of the condition of the location, your conduct or that of anyone present, or information you withheld, the Session is treated as a no-show.

3. If you are late, or we are late

If you are late, the practitioner will wait up to 15 minutes. The Session will still end at its scheduled time so the practitioner can reach their next client, and the full price applies. If the practitioner is able to extend the Session, they will tell you.

If your practitioner is late by more than 15 minutes because of something within our control, we will either extend your Session by the time lost (if you both have time) or refund a fair, proportionate part of the price. If we are more than 30 minutes late, you may instead cancel the Session for a full refund.

4. If we cancel

4.1 Full refund. If we or your practitioner cancel a Session for any reason (including illness, emergency or severe weather), you may choose either a full refund of everything you paid for that Session, including any deposit, or a free reschedule at a time that suits you. We will give you as much notice as we can.

4.2 Refund timing. Refunds are issued to your original payment method, normally within 5 to 10 business days of approval. Your bank may take a few more days to show the refund. We do not refund in cash.

5. Packages and the Custom Program

5.1 Packages. We no longer sell Session packages. Credits from a package bought earlier stay subject to the terms in place when it was bought; contact us through our contact form with any questions.

5.2 Custom Stretch & Strength Program. The program is sold by the month, not by the Session. You may cancel within 3 business days of enrolling for a full refund if no Session has taken place. After that, you may cancel at any time and the cancellation takes effect at the end of the current month; we do not give partial refunds for the current month, except that Sessions we cancel and cannot reschedule within that month will be refunded pro rata.

6. Course refunds

6.1 7-day refund window. You may request a full refund of an online Course within 7 days of purchase if both of the following are true when you ask:

• you have completed less than 20% of the Course's lessons; and
• you have not attempted the final exam or taken or scheduled a live evaluation.

To request a refund, contact us with your name, the email address on your account and your order reference. We will check your progress in the learning platform, which is the record we rely on. When a refund is approved, your access to the Course ends.

6.2 No refunds after that. After 7 days, once you have completed 20% or more of the lessons, or once you have attempted the exam or evaluation, the Course is non-refundable. Course fees are not refundable after a certificate has been issued, and are not refundable because access has expired, because you did not pass the exam or evaluation, because you changed your mind about working in the field, or because of the outcome of any licensing or regulatory question in your area.

6.3 Access extensions. Access lasts for the period shown on the Course page (currently 12 weeks). We may, but are not obliged to, extend access on request; any extension may be subject to a fee.

6.4 Refunds after misuse. No refund is due if we end your access, or revoke a certificate, because you breached the Terms or the Certification Program Terms (for example, by sharing your login or cheating).

7. In-person training

7.1 No payment until dates are agreed. For in-person Courses, you first request dates, and we do not take payment until we have agreed dates with you.

7.2 Your reschedule or cancellation. After payment, you may reschedule in-person training once, free of charge, with at least 7 days' notice. If you cancel with at least 7 days' notice before the first agreed date, we will refund what you paid in full. With less than 7 days' notice, we will refund 50%, or you may instead reschedule once within 6 months. No refund is given for training days you miss without notice, or once training has begun.

7.3 Our reschedule or cancellation. If we need to reschedule, we will offer new dates; if none suit you, or if we cancel, we will refund everything you paid for the training. We are not responsible for travel or accommodation costs you incur, so we recommend booking refundable travel.

8. Chargebacks and questions

If you think a charge is wrong, please contact us first; most problems can be fixed quickly. Questions about this policy? Contact us through our contact form.