1. Cancelling a class
Cancel in the app at least 24 hours before class starts and you keep the value of your session:
- Booked with a package: the session goes back to your package. If that package has since expired or been cancelled, you get wallet credit at the class's value instead.
- Paid by card: refunded to your card through Paymob.
- Paid from your wallet, or at the front desk: returned as wallet credit.
Inside 24 hours the app will not let you cancel. If something genuinely came up, contact us and the front desk will review it, though we cannot promise an exception.
2. Rescheduling
You can move a confirmed booking once, at least 24 hours before the original class. The new class must:
- start within 7 days of the original date, and at least 30 minutes after you make the change;
- be in the same class category, have a free spot, and be open to your account;
- for a package booking, not be a special or visiting-instructor class.
Your payment or package session carries over to the new booking.
3. No-shows
If you don't check in within 15 minutes of a confirmed class starting, it is marked a no-show. The session is forfeited: it is not returned to your package or refunded, because the spot was held for you and could not go to someone on the waitlist in time.
4. Waitlist
If a class is full, join the waitlist. When a spot opens, we notify you by push and WhatsApp, and you have 30 minutes to claim it before it passes to the next person.
5. Offering your spot inside 24 hours
If it is too late to cancel but you know you cannot make it, you can offer your spot to the waitlist instead of not showing up. It is offered to each person waiting in turn, with 30 minutes each, until class starts.
- If someone takes it and pays, your session is returned to your package or as wallet credit, as if you had cancelled in time. Card payments are not refunded to the card in this case.
- If nobody takes it before class starts, it is treated as a no-show.
6. When CLAY cancels or changes a class
If we cancel a class, or move it for a reason on our side such as an instructor being unavailable, you are always made whole:
- package sessions are restored, or given as wallet credit if the package has expired;
- card payments are refunded to your card through Paymob, which can take a few business days to appear depending on your bank;
- InstaPay, cash and card-at-the-desk payments are refunded by our finance team, who will contact you;
- wallet payments go straight back to your wallet.
7. Refunds otherwise
Apart from the cases above, packages and classes are not refundable once bought. Cancelling or rescheduling in time is how you keep a session's value. Exceptional cases, such as a medical issue that stops you attending for a long period, are reviewed case by case: contact us.
8. Promo codes and discounts
Only one promo code can be used per booking, though it may combine with an automatic discount such as the resident discount. A promo code's value is not refunded or transferable.
9. Wallet credit
Wallet credit does not expire and your balance can never go below zero. It can be spent on classes and packages, but cannot be withdrawn as cash.
10. Contact
Questions about a booking or refund: support@claywellnessclub.com, or the Help screen in the app. Please have your booking details to hand.