Every class on MoveMentors has a cancellation policy set by the host. You see it before you book; here is how to read it and how the refund actually works after you cancel.
The policy types
The host picks one of these on each class:
| Policy | Refund window | After the window |
|---|---|---|
| Flexible | 24h before class | No refund |
| Moderate | 48h before class | No refund |
| Strict | 7 days before class | No refund |
| Custom | Set by host | Set by host |
The class detail page shows the active policy with the human-readable version: "Cancel up to 24 hours before class for a full refund."
The policy applies from the start time of the class, not the booking time. If a class starts Saturday at 10am and the policy is 24h, you have until Friday at 10am to cancel for a refund.
How to cancel
Go to /my-bookings
Logged-in students see all their bookings at /my-bookings. Each booking has a small "Cancel" button if it is still within the refund window. If the window has passed, the button reads "Cancel without refund" or is greyed out depending on the host's setup.
Confirm the cancellation
A dialog appears confirming what will happen: "You will be refunded $X. This action cannot be undone." Click confirm.
Wait for the refund
For Stripe payments the refund initiates immediately and lands in your account in 5-10 business days. For manual payment methods, you wait for the host to issue the refund. We send the host an email letting them know to do so.
If you booked as a guest (no account), you cannot self-serve cancel. Email the host directly (their address is in your booking confirmation email) or email support@movementors.com and we will cancel on your behalf.
What happens for each payment method
Card via Stripe
The refund is automatic. We call Stripe's refund API on the host's connected account and the funds go back to the same card. 5-10 business days is typical; some banks take longer. The host loses the Stripe fee on the refund (Stripe does not return processing fees on refunds), but you receive the full amount you paid.
Bank transfer
The host has to manually send the money back to your account. The system reminds them but cannot enforce it. If you have not received a refund within a week of cancellation, message the host or email support.
PayPal, Venmo, Cash App, Zelle
Host initiates the refund inside the app. The money returns to your source.
Cash
If you paid in cash on the day, you obviously did not pay anything if you cancelled before the day. No refund needed.
If you somehow paid cash before the class (e.g. dropped it at the studio early), the host returns the cash. This is rare; do not pre-pay cash bookings unless the host specifically requests it.
Crypto
Host sends the equivalent amount in the same currency back to your wallet. Volatility means the dollar value might differ from when you paid. Some hosts have a policy of "I refund the same number of tokens you sent" (you absorb price changes); some have "I refund the equivalent dollar value at refund time" (the host absorbs price changes). It is the host's call; check before you pay crypto if this matters to you.
Cancellations outside the policy window
If you cancel after the refund window closes, the default is: no refund. The booking moves to CANCELLED but the money stays with the host.
Some hosts grant exceptions for circumstances. Common ones:
- Genuine illness with a doctor's note.
- A family emergency.
- A clear platform issue (the class detail page was misleading, the location was wrong, etc).
Email the host first. Most hosts have a 70-90% accommodation rate for sympathetic cases, especially if you have booked with them before.
If the host refuses and you think they should, dispute the booking.
Hosts cancelling on you
If a host cancels a class:
- Stripe payments are automatically refunded in full, regardless of the cancellation policy window.
- Manual payment refunds are still the host's responsibility; we email them a reminder.
- The host typically apologises with credit toward a future class or just refunds the money.
If a host repeatedly cancels classes, that is a signal you can leave in a review. We also internally flag hosts with high cancellation rates and may pause their account if it gets out of hand.
Refund timing summary
| Method | Refund timeline | Who initiates |
|---|---|---|
| Stripe card | 5-10 business days back to card | Automatic |
| Bank transfer | Host sends, you wait for the transfer to clear | Host (manual) |
| PayPal | Instant when host initiates | Host (manual) |
| Venmo / Cash App / Zelle | Instant when host initiates | Host (manual) |
| Cash | n/a if paid on the day; manual if pre-paid | Host (manual) |
| Crypto | Network confirmation time after host sends | Host (manual) |
Cancelling part of a group booking
Not directly supported. If you booked 4 seats and one person drops:
- Email the host explaining one seat needs to drop.
- Host cancels your full 4-seat booking and rebooks 3 seats.
- Host refunds you the one extra seat's worth.
Annoying but rare enough we have not built native support. On the roadmap.
Re-booking a different date
We do not have direct rescheduling. Cancel the existing booking, book the new date. If the cancellation incurs a refund, you can use that to fund the new booking; if it does not, you pay again and absorb the prior cost.
Common questions
The class is sold out and I want to swap to a wait-list. How? Wait-lists are not currently built. We are looking at them. For now, check back; if someone else cancels, the seat opens up and you can grab it.
Can I cancel within the policy window if I booked a class pack / subscription? Yes. Cancellations within the policy refund the seat back into your pack balance, not your card. The seat goes back to your pack credits and you can book another class with it.
What if I cancel and the host never refunds me? Email them first, give them 48 hours. If they ghost, dispute the booking and our admin team will look at it.
Can I see my cancellation history? /my-bookings defaults to upcoming bookings. Toggle "Show cancelled" to see past cancellations.
Next steps
- Read about disputing a booking if a host has not refunded you and is not responsive.
- Going forward, picking Stripe over manual payment means refunds are automatic instead of dependent on the host clicking a button.