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Refund Policy

REFUND POLICY

Effective Date: 30/03/2026

This Refund Policy explains when refunds may be offered for services purchased from MQ Fitness (Market Quarter Fitness), based at Unit 9, Bridestone Shopping Centre, Congleton, Cheshire, CW12 3BP.

1. About This Policy

It applies to:

  • Memberships
  • Class bookings
  • Session packs
  • Personal training
  • Small group training
  • Bolt-ons
  • Any other paid service offered by MQ Fitness

Refund rules vary depending on the service due to limited class and training session spaces.

2. General Refund Rule

In most cases, fees paid to MQ Fitness are not refundable once a service has been used, booked, or delivered because:

  • Sessions are limited in number
  • Spaces are reserved in advance
  • Coaches are scheduled around bookings
  • Training time is allocated personally

If a refund is approved, it normally covers only the unused portion of the service, unless we caused the issue.

3. Membership Refunds

MQ Fitness offers no-contract membership options. Membership fees are generally non-refundable once the billing period has started, except in cases such as:

  • You were charged in error
  • A duplicate payment was taken
  • We were unable to provide the service for a material reason
  • A refund is required by law

Partial period cancellations or used sessions are generally not refunded. Membership remains active until the end of the paid period.

4. Session Packs and Pay-As-You-Go Bookings

Pay-as-you-go options include:

  • Conditioning and group classes
  • Strength and small group PT
  • Block bookings of 10
  • Personal training packages

Once booked or used, these purchases are generally non-refundable. If a block is partially used, only the unused portion may be considered for a refund with a valid reason.

5. Personal Training Refunds

Refunds for 1:1 personal training are normally only available if:

  • MQ Fitness cancels the session and cannot offer a suitable alternative
  • There is an error with your booking or payment
  • The session cannot proceed due to a technical issue on our end

Refunds are generally not given if:

  • You missed the appointment
  • You cancelled too late
  • You decide not to continue after booking
  • You change your mind after the slot is reserved

Block PT packages may expire or remain subject to the booking rules provided at purchase.

6. Bolt-Ons and Add-Ons

Bolt-ons, such as Unlimited BURN sessions or open gym access, are treated as extra membership features. Once started, they are generally non-refundable. Mistaken or incorrect charges will be reviewed and corrected.

7. Refunds for Service Failure

If MQ Fitness cannot provide a service you paid for, we will first try to resolve the issue by:

  • Rescheduling the session
  • Offering an alternative slot
  • Issuing a credit or extending the booking period

If these options are not suitable, a refund will be offered for the unused portion. Examples include:

  • Class cancelled with no replacement
  • PT session cancelled and not rebooked
  • Booking error caused by our system
  • Duplicate charge made by mistake

8. Cooling-Off Period

For online or remote purchases, legal rights under consumer law may apply. However, if services start immediately (e.g., a booked session), some rights may be reduced once the service begins. Partially used services may have reduced refund availability.

9. How to Request a Refund

Contact MQ Fitness directly:

Email: info@mqfitness.co.uk
Address: Unit 9, Bridestone Shopping Centre, Congleton, Cheshire, CW12 3BP

Include:

  • Full name
  • Service purchased
  • Date of purchase
  • Reason for request
  • Booking reference or payment receipt

10. How Refunds Are Reviewed

Each request is reviewed individually considering:

  • What was purchased
  • How much of the service was used
  • Whether the issue was caused by MQ Fitness
  • Whether a credit, transfer, or reschedule is more suitable than a refund

11. How Refunds Are Paid

Approved refunds are usually sent via the original payment method. Times may vary depending on your bank or provider. Alternative arrangements will be agreed if needed.

12. Deductions and Partial Refunds

Partial refunds may occur if:

  • Part of a block booking has been used
  • A service has started
  • The request is only for the unused portion
  • Admin, booking, or processing costs have already been incurred

Any deductions will be explained before processing.

13. Charges and Payment Errors

If you are charged twice or billed incorrectly, contact us immediately. Examples include:

  • Duplicate membership charges
  • Session packs charged more than once
  • Incorrect bolt-on charges
  • Wrong booking fees

14. Fraudulent or Disputed Payments

If a payment is reversed, disputed, or unauthorised, access may be temporarily suspended while we review. Evidence may be requested to confirm the payment issue.

15. Changes to This Policy

This Refund Policy may be updated if services, pricing, or booking structures change. The latest version always applies once published.

16. Contact Us

For refund queries:

MQ Fitness
Unit 9, Bridestone Shopping Centre
Congleton, Cheshire
CW12 3BP
Email: info@mqfitness.co.uk