Balance & Transactions

Description of the payment and refund procedure for the GoGym mobile app

Payments by bank cards are processed through VISA and MasterCard.

The online payment service is provided in accordance with the rules of the international payment systems Visa and MasterCard, adhering to the principles of confidentiality and security of payment transactions, using the most modern methods of verification, encryption, and data transmission over secure communication channels. Bank card data is entered on the secure payment page of FreedomPay.

On the bank card data entry page, you will need to enter the card number, cardholder’s name, card expiration date, and the three-digit security code (CVV2 for VISA or CVC2 for MasterCard). All necessary information is printed on the card itself.

The three-digit security code is the three digits located on the back of the card.

Next, you will be redirected to your bank’s page to enter the 3DSecure code, which will be sent to you via SMS. If you do not receive the 3DSecure code, you should contact the bank that issued your card.

Reasons for payment failure:

• the bank card is not intended for online payments, which can be confirmed by contacting your bank;
• insufficient funds on the bank card. For more information about the available balance, please contact the bank that issued the card;
• the bank card details were entered incorrectly;
• the bank card has expired. The expiration date is usually indicated on the front of the card (this is the month and year until which the card is valid). For more information about the card’s expiration date, please contact the bank that issued the card;

For questions regarding payments with a bank card and other issues related to the website’s operation, you can contact us at the following phone number: 8 (776)7777178.

The personal information you provide (name, address, phone, e-mail, bank card number) is confidential and will not be disclosed. Your credit card information is transmitted only in encrypted form and is not stored on our web server.

For more details see here Help&Support

The process of refunding a subscription to a paid plan

Refund for a paid subscription

Please note that according to GoGym’s internal policy, the purchased paid subscription (for both athletes and coaches) is non-refundable, regardless of the usage period.

Before subscribing, please carefully review the terms and list of features included in the selected plan.

Return policy for goods

General provisions: All payments made via bank cards in the GoGym mobile app are non-refundable in cash. Refunds are processed in accordance with the requirements of international payment systems and applicable legislation.

Cancellation of training bookings

• The user (athlete) has the right to cancel a training booking at any time before it starts, within the established cancellation conditions;
• A full refund is possible if the cancellation is made within the specified number of hours before the training starts (details can be found in the cancellation policy within the app);
• In case of late cancellation, a penalty or compensation fee may be withheld according to the conditions of the specific training format (including Open Day).

Conditions for refunds

Refunds for canceled training are credited to the user’s (athlete’s) balance in the app. The user can use these funds to book new training sessions.

Funds are returned within 21 (twenty-one) business days after confirming the correctness of the request.

Erroneous charges

In case of erroneous charges, the user must send a written statement describing the situation, along with a copy of their passport and supporting documents (receipts, screenshots, statements) to the email: support@gogym.club.

After review, if the error is confirmed, the amount will be refunded in full.

Individual services

The user cannot request a refund for services provided personally (e.g., completed individual training) if they were fully conducted.

Subscriptions and tariff plans

Refunds for purchased paid subscriptions to tariff plans are not possible, even if the user stopped using the app before the end of the paid period. The user is responsible for the informed purchase and use of the subscription within the provided functionality.

Important clarifications

• All calculations and refunds for cashless payments are made through the GoGym system. In the case of cash payment for training, the refund is handled individually — directly between the coach and the user;
• Refund and cancellation conditions may vary depending on the type of training and the user’s subscription level;
• Details for each case can be clarified through customer support or in the FAQ section of the app.