Return & refund policy.
The simple version: we'd rather refund a member who's clearly not happy than collect a fee that builds resentment.
Trial passes.
The seven-day trial pass is non-refundable but transferable. If something genuinely prevents you from using it (illness, family emergency), email us before the pass starts and we'll move the dates or transfer it to a friend.
Drop-in classes.
Drop-in fees are refunded in full if you cancel four or more hours before class start. Within four hours: 50% credit returned. No-shows: forfeit. Refunds for unused drop-in credits are processed within seven working days to the original payment method.
Class bundles.
Ten-class bundles can be refunded pro-rata within seven days of purchase if no class has been used. After seven days, or after the first class is taken, refunds are not available — but unused classes can be transferred to a named friend at no charge.
Monthly memberships.
Cancel within seven days of starting a monthly membership for a full refund (provided you've taken three or fewer classes). Beyond that, memberships are non-refundable but can be paused under the conditions in the terms & conditions.
Annual memberships.
Annual memberships have a 14-day cooling-off period from the start date. Within that window, the membership is refundable in full minus a pro-rata charge for any classes attended at the drop-in rate. After 14 days, refunds are considered case-by-case for documented medical or relocation reasons.
Boutique purchases.
Unworn, unwashed clothing and unopened accessories can be returned within 14 days of purchase for a full refund or exchange. Mats and towels are not returnable once opened, for hygiene reasons. Damaged-on-arrival items: contact us within 48 hours and we'll replace at our cost.
How to request a refund.
Email hello@kelvio.pro with the pass type, the date of purchase, and a one-line reason. The studio manager handles refunds within seven working days, often faster. Approved refunds are returned to the original payment method.
Goodwill.
If you've genuinely tried the studio and it's not for you, talk to us. We'd rather have an honest conversation than chase you for the rest of an uncomfortable membership.