Subscription, Billing, Refund and Cancellation PolicySubscription, Billing, Refund and Cancellation Policy

In simple words

• Every gym gets one free trial of 7 days for up to 25 Members. No payment details are needed.
• You pay FitOS by UPI only to the FitOS UPI ID shown on our official payment page, then enter the UTR there. We check it and switch on your plan.
• Plans do not renew on their own. When a paid plan ends you get 3 days of GRACE, then READ_ONLY, then SUSPENDED after 30 days in READ_ONLY (we remind you first). When the free trial ends, you go straight to READ_ONLY.
• In READ_ONLY you can still view and export your data. You cannot add or edit.
• If you cancel, your plan runs until the end of the period you paid for. We normally do not refund unused days.
• We refund duplicate payments, wrong amounts, billing errors, and payments where we did not provide or switch on the Service. We also refund unused days if we end the Service, or if you leave because of a major change to the Terms or a new service provider you objected to. Ask within 30 days of the payment.
• We review a refund request within 7 working days and send approved money back within 7 working days of approval.
• We give 30 days notice before a price change. Your rights under consumer law are not affected.

1. About this policy

1.1 This policy explains how a Gym Owner pays for the FitOS Service: plans, free trial, payments, renewals, late payment, plan changes, cancellation and refunds.

1.2 FitOS is an ApexGrid product run by ApexGrid, a sole proprietorship based at Sikar, Rajasthan, India ("FitOS", "we", "us", "our").

1.3 This policy is part of the FitOS Terms of Service at /terms. Words such as Service, App, Website, Gym Owner, Member, Trainer and Account have the same meaning as in the Terms. If this policy and the Terms differ on a billing or refund point, this policy applies.

1.4 This policy covers only the subscription a Gym Owner pays to FitOS. It does not cover:

• fees that Members pay to their gym. Members pay the gym directly. FitOS does not hold or move that money, and refunds of gym fees are between the Member and the gym (see /member-terms);
• payments by advertisers. These are covered by the Advertiser Terms at /advertise-terms.

2. Plans and member limits

2.1 Our current plans, prices and member limits are shown on our Pricing page (and in the App where available).

2.2 Member limit means the highest number of active Members your gym can have in the App at the same time on your plan. Members you have archived do not count towards the limit. Trainers and the Gym Owner do not count as Members.

2.3 When you reach your member limit, you cannot add more active Members until you archive some Members or move to a higher plan. We will never delete your Members because you reached the limit.

2.4 One Account is for one gym. If you run more than one gym, each gym needs its own plan.

3. Free trial

3.1 Each gym can use one free trial of 7 days for up to 25 Members. You do not need to give any payment details to start the trial.

3.2 The trial is given once per gym. Creating new Accounts, using a different phone number or email, or changing the gym name to get another trial is not allowed (see /acceptable-use). We may stop extra trials and ask you to choose a paid plan.

3.3 Nothing is charged automatically when the trial ends. If you have not paid for a plan by the end of the trial, your Account moves straight to READ_ONLY. There is no GRACE period after a trial. You can still view and export your data. To add or edit anything again, choose a plan and pay.

3.4 The data you entered during the trial stays in your Account when you move to a paid plan.

4. How you pay

4.1 At present you pay by UPI. Payment works like this:

1. Choose a plan on the official FitOS payment page (on the Website, or in the App where available).
2. Pay the exact amount shown to the FitOS UPI ID shown on that payment page.
3. Enter the UTR (the 12-digit UPI transaction reference) of your payment on that payment page.
4. A FitOS team member checks that the money has reached us and matches your UTR and amount.
5. Once verified, your plan becomes active and the payment is recorded in your Account.

4.2 Please pay only to the UPI ID shown on the official FitOS payment page. We will never ask you to pay to a personal number, a different UPI ID, or through a link sent by an unknown person. If anyone asks you to do this in our name, do not pay and tell us at support@fitosapp.in or +91 95093 94469.

4.3 We try to verify a UTR within 2 working days. If we have not finished checking a correct payment by the time your plan ends, we will not move your Account to READ_ONLY or SUSPENDED because of our delay.

4.4 If we cannot match your UTR (for example, the amount is different or no such payment reached us), we will tell you in the App or on WhatsApp and ask for details, such as a screenshot of the payment. Your plan becomes active only after the payment is verified.

4.5 Submitting a false or someone else's UTR is a serious breach of our Acceptable Use Policy.

4.6 We may add a payment gateway (for example, cards, net banking or UPI autopay) later. If we do, we will update this policy and tell you in the App before it applies to you. Any gateway's own terms will also apply to payments made through it.

4.7 Payment records in FitOS are never edited or deleted. A correction or refund is added as a new entry, so the history is always complete.

5. Billing cycle and renewals

5.1 Each plan runs for the period you choose (for example, monthly or yearly, as shown on our Pricing page). The start date and end date of your current plan are shown in the App.

5.2 First payment, or payment after your plan has ended: the new period starts on the date we verify your payment.

5.3 Renewal before your plan ends: the new period starts on the day after your current period ends, so you do not lose any paid days.

5.4 Renewals are manual. We do not take money from your account automatically. We will remind you in the App (and may also remind you by WhatsApp or email) before your plan ends.

6. GST, receipts and invoices

6.1 FitOS is not registered for GST at present. Until we are, we will give you a payment receipt for each verified payment, and no GST is charged.

6.2 After we register for GST, we will issue a tax invoice with our GSTIN for each payment. We will tell you at least 30 days in advance if GST will be added to the price shown.

6.3 If you want your gym's GSTIN on the tax invoice, add it in your Account before you pay. We cannot always change an invoice that has already been issued, except as tax law allows.

6.4 You can download or request your receipts and invoices from the App or by writing to support@fitosapp.in.

7. Coupons and discounts

7.1 We may offer coupons, referral benefits or platform discounts from time to time. Each offer has its own conditions, which we show with the offer.

7.2 Unless the offer clearly says otherwise:

• only one coupon or discount can be used on one payment (they cannot be combined);
• a coupon must be used before its expiry date, and an expired coupon has no value;
• a coupon belongs to the gym it was given to, cannot be transferred or sold, and has no cash value;
• a discount applies only to the period stated in the offer. Later renewals are at the normal price.

7.3 We may cancel or withdraw a coupon or discount if it was obtained or used by fraud, through fake Accounts, repeat trials or other misuse, or if it was issued by mistake. If a discount has already been applied to a period you paid for, we will not take it back for that period unless it was obtained by fraud or misuse.

8. Late payment: GRACE, READ_ONLY and SUSPENDED

8.1 If you do not renew before your plan ends, your Account moves through these stages:

8.2 Paying the renewal amount at any stage brings your Account back to ACTIVE once the payment is verified.

8.3 We do not delete your data just because your Account is in READ_ONLY or SUSPENDED. If an Account stays suspended for a long time, we may close it under the Terms at /terms. We will give you notice before closing it, and you will still have 30 days after closure to ask for an export of your data.

9. Upgrades and downgrades

9.1 Upgrade (to a plan with a higher member limit): you can upgrade at any time. The App shows the amount to pay for the rest of your current period, worked out on the days left. The upgrade starts once that payment is verified. Your end date stays the same.

9.2 Downgrade (to a plan with a lower member limit): a downgrade starts from your next renewal. You keep your current plan until the end of the period you paid for. We do not refund the difference for the current period.

9.3 If you have more active Members than the lower plan allows, you must archive enough Members before the downgrade starts. If you do not, the App will ask you to archive Members or stay on your current plan when you renew. We will not archive or delete Members for you.

10. Cancellation

10.1 Because renewals are manual, you can stop using FitOS simply by not renewing. If you want to cancel formally, use the cancel option in the App (where available), or write to support@fitosapp.in or WhatsApp +91 95093 94469 from the phone number or email registered on your Account.

10.2 Cancellation takes effect at the end of your current paid period. Until then you keep full access.

10.3 We do not refund the unused part of a period that has already started, except in the cases listed in sections 10.5 and 11 or where the law requires a refund.

10.4 After your plan ends, your Account moves through GRACE, READ_ONLY and SUSPENDED as described in section 8. Please export your data before you leave. To close your Account and request deletion, see /delete-account. Some payment and ledger records must be kept for as long as the law requires, as explained in our Privacy Policy at /privacy.

10.5 We will refund the unused part of your current paid period, worked out on the days left, if:

• we stop providing the Service to you, or stop the Service altogether, for a reason that is not your breach (for example, we stop offering FitOS) (Terms clause 21.4);
• you end your Plan because you do not agree with a material change to the Terms, before that change takes effect (Terms clause 23.3); or
• you end your Plan because an objection you raised to a new or replacement sub-processor could not be resolved (Data Processing Addendum clause 8.3, at /dpa).

11. Refunds

11.1 When you are eligible for a refund

We will refund you, in full or in part as the case requires, if:

• Duplicate payment: you paid twice for the same plan and period;
• Wrong amount: you paid more than the amount shown on the payment page (we refund the extra amount, or adjust it against your plan if you prefer);
• Service not provided or not activated: you paid and we verified the payment, but we did not activate your plan, or the Service was not available to you for the period because of a fault on our side that we could not fix within a reasonable time;
• Billing error: we charged you a wrong price, applied a discount wrongly against you, or made another billing mistake;
• Unused days in the cases in section 10.5: we end the Service without cause, or you leave after rejecting a material Terms change or after an unresolved sub-processor objection;
• Required by law: any other case where a refund is required by applicable law, including consumer protection law.

11.2 When refunds are not given

Except where the law requires otherwise, we do not refund:

• the unused part of a period that has already started, including when you cancel, downgrade, or stop using the App (except in the cases in section 10.5);
• a plan you bought but did not use, if it was activated and available to you;
• payments where your Account was suspended or closed for breach of the Terms or the Acceptable Use Policy;
• problems caused by your phone, internet connection, unsupported or modified devices, or third-party services outside our control (see /support-policy);
• money you paid to anyone other than the FitOS UPI ID shown on the official FitOS payment page;
• fees your Members paid to your gym.

11.3 How to ask for a refund

11.3.1 Send your request within 30 days of the payment date to support@fitosapp.in, or send it on WhatsApp to +91 95093 94469. This 30-day window does not limit any right you have under law.

11.3.2 Please include your gym name, registered phone number, payment date, amount, UTR, the reason, and the UPI ID or bank account where the money was sent from. You can use the template in section 18.

11.3.3 We will acknowledge your request within 48 hours and review it within 7 working days. We may ask for more details, such as a screenshot of the payment.

11.3.4 If we approve the refund, we will send the money within 7 working days of approval to the original UPI ID or bank account the payment came from. We do not send refunds to a different person's account. Your bank may take its own time to show the money.

11.3.5 If we refuse your request, we will tell you why. If you disagree, you can raise a grievance at /grievance.

11.3.6 A refund is recorded as a new entry in your Account's payment history. The original payment record stays as it is.

12. Failed and disputed payments

12.1 If money left your account but the payment failed or did not reach us, it is usually returned to you by your bank or UPI app under their own rules. Please check with your bank or UPI app first.

12.2 If you think money reached us but your plan was not activated, send us the UTR and a screenshot. We will check our records and activate your plan or refund you under section 11.

12.3 If you raise a dispute with your bank or UPI app about a payment to FitOS, please also tell us, so we can help resolve it quickly.

13. Chargebacks and payment reversals

13.1 Please contact us before raising a chargeback or reversal. Most problems can be solved faster directly.

13.2 If a payment is reversed or charged back after your plan was activated, and we did not agree to a refund, we may treat that period as unpaid. Your Account may then move to READ_ONLY or SUSPENDED as described in section 8 until the amount is paid again. Your right to export your data is not affected.

13.3 If a chargeback is raised in bad faith (for example, for a period you used in full), we may restrict or close the Account under the Acceptable Use Policy.

14. Price changes

14.1 We may change our prices or plans. We will give you at least 30 days notice in the App and, where possible, by WhatsApp or email.

14.2 A price change does not affect a period you have already paid for. The new price applies from your next renewal after the notice period.

14.3 If you do not agree with a new price, you can choose not to renew. Your data and export rights are protected as described in sections 8 and 10.

15. Taxes

15.1 Prices are shown in Indian Rupees. Until we are GST-registered, the price shown is the full amount you pay to us.

15.2 After GST registration, GST will be charged as required by law and shown on the tax invoice. You are responsible for any taxes that apply to your own business.

16. Your rights under law

Nothing in this policy takes away any right you have under the Consumer Protection Act, 2019 or any other law that cannot be excluded by agreement. If any part of this policy cannot be enforced, the rest still applies.

17. Changes and contact

17.1 We may update this policy. If a change affects you in a significant way, we will tell you in the App at least 30 days before it applies, unless the change is required sooner by law. The version and date at the top of this page show the latest update.

17.2 For billing or refund questions, write to support@fitosapp.in or WhatsApp +91 95093 94469. For complaints, see /grievance. Related documents: Terms of Service, Acceptable Use Policy, Support Policy, Advertiser Terms, all legal documents.

18. Refund request template

You can copy this email and send it to support@fitosapp.in:

Subject: Refund request – [Gym name] – UTR [UTR number]

Hello FitOS team,

I request a refund for the payment below.

Gym name: 
Owner name: 
Registered phone number: 
Registered email: 
Payment date: 
Amount paid (Rs.): 
UTR / UPI reference: 
Paid from (UPI ID or bank account, last 4 digits): 
Plan and period: 

Reason (tick one):
[ ] Duplicate payment
[ ] Wrong amount paid
[ ] Paid but plan not activated / service not provided
[ ] Billing error
[ ] FitOS ended the Service / I left after a Terms change or sub-processor objection (unused days)
[ ] Other (please explain): 

Details: 

I have attached a screenshot of the payment.

Thank you,
[Name]