Refund & Cancellation Policy

Last updated: 17 August 2026

This policy explains what GymRank ("we", "us", "our") charges for, how to cancel, and how we handle refunds and payment disputes across the GymRank mobile app (the "App"), the website at gymrank.co.za (the "Website"), and the GymRank gym administration panel (the "Admin Panel", together the "Services").

1. What we charge for

The GymRank App and Admin Panel are free to use. There is no subscription fee, licence fee, per-member fee, or setup fee for gyms or members. We do not store card details for recurring billing, and we never charge an account automatically.

There is exactly one payment we collect through our payment provider, Paystack:

• Referral wallet top-ups. A gym manager may voluntarily fund their own gym's referral-reward wallet from the Admin Panel. The gym chooses the amount, in South African Rand (ZAR), and confirms it on a Paystack-hosted checkout page.

That balance exists for one purpose: paying referral rewards to that gym's own members. GymRank retains no portion of a wallet top-up. Every cent credited to a gym's wallet is either paid out to that gym's members or refundable to the gym under this policy.

2. How wallet money moves

• A top-up is credited to the gym's wallet only once Paystack confirms the payment has settled. Abandoned or failed checkouts never credit the wallet and never leave a charge on your card.
• Referral rewards are paid to members in a monthly payout run, at the per-referral amount the gym itself configured. Each payout debits the gym's wallet.
• If a payout transfer to a member fails or is reversed by the receiving bank, the amount is automatically credited back to the gym's wallet and becomes available again. Neither the gym nor the member loses the funds.
• If a gym's wallet has insufficient funds at payout time, we pay only what the balance covers, leave the remainder unpaid, and show the shortfall to the gym manager in the Admin Panel. We never overdraw a wallet or invoice a gym for a shortfall.

3. Cancellation

3.1 Cancelling the referral programme

A gym manager can disable their gym's referral programme at any time from the Admin Panel. There is no contract, no notice period, no minimum term, and no cancellation fee. Disabling the programme stops all future payout runs immediately.

3.2 Closing an account

Gyms and members may stop using the Services at any time. To delete an account and its data, email info@gymrank.co.za or use our support page — see the Privacy Policy for how deletion requests are handled. Because there is no subscription, closing an account triggers no charge and cancels no billing.

3.3 Unused wallet balance on cancellation

Disabling the programme or closing an account does not forfeit money. Any unused wallet balance remains refundable to the gym under section 4.

4. Refunds

4.1 Unused wallet balance

A gym may request a refund of its unused referral wallet balance at any time, for any reason. We refund to the original payment method through Paystack.

4.2 Cooling-off period

In line with section 44 of the Electronic Communications and Transactions Act, 2002 (ECTA), a gym may cancel a wallet top-up made through the Admin Panel within 7 days of the transaction and receive a full refund of any portion of that top-up that has not yet been paid out to members, without penalty and without giving a reason.

4.3 What we cannot refund

• Rewards already paid to members. Once a payout run has transferred money to a member's bank account, those funds have left GymRank and belong to that member. They cannot be recalled or refunded to the gym.
• Duplicate or mistaken top-ups are fully refundable — these are covered by section 4.1, not by this exclusion.

4.4 Incorrect charges

If you were charged an amount you did not authorise, or charged twice for the same top-up, contact us and we will refund the full incorrect amount. We do not require the 7-day window for these; there is no time limit on correcting our own or our provider's error.

5. Disputes about referral payouts

Members do not pay GymRank anything, so a member dispute is never about a charge — it is about a reward they expected and did not receive. We handle these as follows:

• Every payout run records a per-member line item with its status, amount, and Paystack transfer reference. Gym managers can inspect these in the Admin Panel, and we can trace any individual payment.
• If a reward was owed under the gym's configured programme rules and was not paid because of an error on our side, we correct it and pay it in the next run — or sooner if the member asks.
• If a reward was not paid because the member's payout details were missing or rejected by their bank, we tell the member exactly what to fix, and the reward stays payable once corrected.
• The reward amount, and the rules for what counts as a successful referral, are set by each gym — not by GymRank. Disputes about the amount or eligibility are resolved between the member and their gym; we will provide the underlying payout records to both parties.

6. How to request a refund or raise a dispute

Email info@gymrank.co.za with "Refund Request" or "Payment Dispute" in the subject line, or use our support form. Please include:

• your gym name (and member username, if the request is about a payout)
• the amount and approximate date of the transaction
• the Paystack reference if you have it (it appears on your receipt and in the Admin Panel)
• a short description of what you would like resolved

7. Our response times

• We acknowledge every refund request and payment dispute within 2 business days.
• We reach a decision and, where a refund is due, submit it to Paystack within 7 business days of receiving the request.
• Once submitted, card refunds typically take a further 5–10 business days to reflect, depending on your issuing bank. That leg is outside our control.
• If we decline a refund, we will explain why in writing and tell you how to escalate.

8. Chargebacks

We would rather resolve a problem directly than through your bank. If you are unhappy with a charge, please contact us first — we will refund an unused balance without argument. If you do raise a chargeback with your bank or card issuer, we will co-operate fully with Paystack and your bank and supply the transaction records, payout history, and audit trail for the disputed amount.

9. Currency and fees

All transactions are processed in South African Rand (ZAR). GymRank adds no surcharge, handling fee, or service fee to a top-up — you are charged exactly the amount you enter. Refunds are made in ZAR to the original payment method.

10. Changes to this policy

We may update this policy. When we do, we will revise the "Last updated" date at the top. Changes are not retroactive: a transaction is governed by the version of this policy in effect on the day it was made.

11. Contact

GymRank is operated from South Africa. For any refund, cancellation, or payment question, email info@gymrank.co.za or use our support page. See also our Privacy Policy.