Guest Refund Policy
April 12, 2021
These terms and conditions govern Gym Connex’s policy for Guest refunds (“Guest Refund Policy”) and the obligations of the Host associated with the Guest Refund Policy. The Guest Refund Policy applies in addition to Gym Connex’s Terms of Service (“Gym Connex Terms”). The Guest Refund Policy is available to Guests who book and pay for an Accommodation through the Gym Connex Platform and suffer a Travel Issue (as defined below).
All capitalized terms shall have the meaning set forth in the Gym Connex Terms or Payments Terms unless otherwise defined in this Guest Refund Policy.
By using the Gym Connex Platform as a Host or Guest, you are indicating that you have read and that you understand and agree to be bound by this Guest Refund Policy.
- Travel Issue
A “Travel Issue” means any one of the following:
(a) the Host of the Accommodation (i) cancels a booking shortly before the scheduled start of the booking, or (ii) fails to provide the Guest with the reasonable ability to access the Accommodation (e.g. does not provide the keys and/or a security code).
(b) the Listing’s description or depiction of the Accommodation is materially inaccurate with respect to:
- whether the booking for the Accommodation is for an entire facility, private facility or shared facility, and whether another party, including the Host, is utilizing the Fitness Accommodation during the booking,
- special amenities or features represented in the Listing are not provided,
- the physical location of the Fitness Accommodation (proximity).
(c) at the start of the Guest’s booking, the Accommodation: (i) is not generally clean and sanitary; (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Guest’s use of the Fitness Accommodation in Gym Connex’s judgment, or (iii) has vermin or contains pets not disclosed in the Listing.
- Conditions for making a Claim
To submit a valid claim for a Travel Issue and receive the benefits with respect to your booking, you are required to meet each of the following conditions:
(a) you must be the Guest that booked the Fitness Accommodation;
(b) you must report the Travel Issue to us in writing or via telephone within 24 hours of discovering the existence of the Travel Issue, and you must provide us with information (including photographs, videos, or other written or tangible evidence) about the Fitness Accommodation and the circumstances of the Travel Issue;
(c) you must respond to any requests by us for additional information or cooperation on the Travel Issue within the time specified by Gym Connex;
(d) you must not have directly or indirectly caused the Travel Issue (through your action, omission or negligence);
(e) unless otherwise specified by Gym Connex or Gym Connex advises you that the Travel Issue cannot be remediated, you must use reasonable efforts to try to remedy the circumstances of the Travel Issue with the Host; and
(f) in order to receive a reimbursement of Total Fees or assistance with booking an alternative Fitness Accommodation, you must agree to vacate the Fitness Accommodation. If you choose to stay in the Fitness Accommodation, you may still qualify for a partial refund at Gym Connex’s discretion as described in this policy (regardless of whether you reported the Travel Issue up to 24 hours after check-in).
- Minimum Quality Standards, Host Responsibilities and Reimbursement to Guest
4.1 If you are a Host, you are responsible for ensuring that the Fitness Accommodations you list on the Gym Connex Platform are accessible, adequately and accurately described in the Listing description, safe and clean, and do not present a Guest with Travel Issues, as specified in these terms. During a Guest’s stay at a Fitness Accommodation, Hosts should be available, or make a third-party available, in order to try, in good faith, to resolve any Travel Issues or other Guest issues.
4.2 If you are a Host, and if (i) Gym Connex determines that a Guest has suffered a Travel Issue related to a Fitness Accommodation listed by you and (ii) Gym Connex either reimburses that Guest (up to their Total Fees) or provides an alternative Fitness Accommodation to the Guest, you agree to reimburse Gym Connex up to the amount paid by Gym Connex within 30 days of Gym Connex’s request. If the Guest is relocated to an alternative Fitness Accommodation, you also agree to reimburse Gym Connex for reasonable additional costs incurred to relocate the Guest. You authorize Gym Connex Payments to collect any amounts owed to Gym Connex by reducing your Payout or as otherwise permitted pursuant to the Payments Terms.
4.3 As a Host, you understand that the rights of Guests under this Guest Refund Policy will supersede your selected cancellation policy. If you dispute the Travel Issue, you may notify us in writing or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Travel Issue. In order to dispute a Travel Issue, you must use reasonable and good faith efforts to try to remedy any Travel Issue with the Guest unless Gym Connex advises you that the Travel Issue cannot be remediated or the Guest has vacated the Accommodation.
- General Provisions
5.1 No Assignment/No Insurance. This Guest Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Guest, and the Guest has not paid any premium in respect of the Guest Refund Policy. The benefits provided under this Guest Refund Policy are not assignable or transferable by you.
5.2 Modification or Termination. Gym Connex reserves the right to modify or terminate this Guest Refund Policy, at any time, in its sole discretion. If Gym Connex modifies this Guest Refund Policy, we will post the modification on the Gym Connex Platform or provide you with notice of the modification and Gym Connex will continue to process all claims for Travel Issues made prior to the effective date of the modification according to the then applicable policy.
5.3 Entire Agreement. This Guest Refund Policy constitutes the entire and exclusive understanding and agreement between Gym Connex and you regarding the Guest Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between Gym Connex and you regarding the Guest Refund Policy.
- Contacting Gym Connex
If you have any questions about the Guest Refund Policy, please email us