PAYMENT, CANCELLATION AND REFUND POLICY

X Fitness Center Proposed effective date: 14 September 2026 Last updated: 14 September 2026

I. PROVIDER AND SCOPE

1.1. Công ty TNHH XYZ Việt Nam, trading under the X Fitness Center brand, tax identification number 0123456789, legal representative Nguyễn Văn X, receives payment for packages and services it confirms it will provide.

1.2. Sample address: No. 123, XYZ Street, XYZ Ward, Ho Chi Minh City, Vietnam. Illustrative website: https://xfitness.example. Hotline: 0123456789. Email: xyz@gmai.com.

1.3. This policy applies together with the Terms of Use (terms-of-use.txt) and package conditions made available before purchase. Mandatory legal rights take precedence. Specific conditions that differ from this policy must be clearly presented and accepted before the transaction; they cannot be imposed after payment.

II. PRICES AND INFORMATION BEFORE PAYMENT

2.1. Prices are quoted in Vietnamese dong (VND). Before confirming a purchase, you can review the total payable, taxes, mandatory fees if any, discounts, package duration, start date, session allowance, eligible locations and cancellation or refund conditions. We do not collect additional mandatory amounts that were not disclosed and accepted.

2.2. Promotions must state their duration and conditions. Buying a promotional package does not automatically remove statutory complaint or refund rights. If we discover a pricing error before accepting a registration, we notify you of the correct price so you can choose whether to proceed. If you decline, any amount already collected is refunded in full.

III. PAYMENT METHODS AND SECURITY

3.1. The following methods are available only when listed in the Company's official instructions:

(i) Bank transfer to a business account published and confirmed by the Company. (ii) Card or e-wallet payment through a provider clearly identified at checkout. (iii) Payment at an authorized service desk, with an appropriate receipt.

3.2. This demo has no real bank account, payment QR code or payment partner. Do not transfer money based on the illustrative domain or details in this document. On deployment, the beneficiary name, account number and bank must be provided before payment.

3.3. Do not disclose passwords, OTPs, PINs or card security codes to staff by telephone, email or chatbot. Card details are entered directly into the appropriate payment interface. The Company does not ask you to send full card details through support channels. Responsibility for an incident is determined by the facts and applicable law, rather than automatically transferred entirely to the customer.

IV. PAYMENT AND CONFIRMATION PROCESS

Step 1: Select a package and review the total and transaction conditions.

Step 2: Confirm registration, select a method and complete payment.

Step 3: Keep the transaction reference or receipt for reconciliation.

Step 4: Receive Company confirmation by email or your registered contact channel within 02 business days after payment is completed, including a registration code and activation instructions if the registration is accepted.

4.1. A bank or payment gateway confirmation establishes payment status but does not replace the Company's acceptance of registration. If confirmation is delayed, a transaction is pending or you are charged more than once, contact support and avoid paying again until the matter has been checked.

4.2. We investigate and address incorrect or duplicate charges without requiring you to waive your right to raise a payment dispute with your bank. Invoices are issued as required by law using the valid details you provide. Invoice correction requests are handled under the relevant rules.

V. ACTIVATION, RENEWAL AND MEMBERSHIP FREEZES

5.1. The activation date and validity period are set out in the confirmation or agreement. We do not count time as used before the agreed activation date.

5.2. Packages do not renew automatically. Renewal requires a new registration and payment confirmation from you. If automatic renewal is introduced later, it will apply only after full disclosure of the billing cycle, amount and cancellation process and your separate acceptance.

5.3. Freezes, transfers or upgrades are available only where included in the package conditions or separately agreed in writing. Any associated fee must be disclosed before you decide.

VI. PACKAGE AND BOOKING CANCELLATIONS

6.1. Under the demo's voluntary policy, you may cancel within 07 calendar days after receiving confirmation accepting your registration if you have neither activated the package nor used any benefit, and receive a full refund of the price paid. This right supplements statutory cancellation rights; it does not replace or narrow them.

6.2. After that period or once use has started, cancellations due to a change of preference are handled under accepted package conditions and applicable legal rights. If the agreement does not clearly address the situation, we discuss the delivered and remaining portions with you rather than automatically applying a blanket no-refund rule.

6.3. You may reschedule or cancel a confirmed personal training (PT) session without charge by giving at least 12 hours' notice. Late cancellations or no-shows count as one used session only if that condition was disclosed and accepted when booking. Force majeure and health circumstances are considered reasonably, using only the minimum verification information needed.

6.4. If the Company cancels a session, you may choose a suitable replacement booking or a refund of the undelivered session's value. We do not deduct a session because of the Company's scheduling failure. Group class booking and cancellation conditions, if applicable, are displayed separately before booking.

VII. REFUND ELIGIBILITY AND CALCULATION

(i) Duplicate or excess payment: refund the difference after transaction reconciliation. (ii) Registration rejected after payment: refund the full amount received. (iii) Valid cancellation within the voluntary period in section VI: refund the full price paid. (iv) The Company cannot deliver a promised part of the service: refund the undelivered portion unless you agree to a replacement; other statutory remedies remain available. (v) Services not delivered as agreed or other legally eligible cases: apply the relevant rights and remedies without limiting them to the situations listed above.

7.1. For a time-based package, the refund for the portion the Company cannot provide equals the price actually paid multiplied by the proportion of undelivered days to total purchased days. For a session-based package, the corresponding session ratio applies. For a package with multiple components, component values must be disclosed before purchase. A higher, newly introduced unit price must not be used to reduce the refund.

7.2. We do not deduct a refund processing fee where the Company is at fault. Other deductions apply only if lawful and disclosed and accepted before the transaction.

VIII. SUBMITTING AND PROCESSING REFUND REQUESTS

8.1. Email xyz@gmai.com or call 0123456789, providing your registration code, transaction reference, reason and preferred response channel. Do not send passwords, OTPs or full card details.

8.2. We acknowledge receipt within 02 business days, review the request under the Complaint Handling Policy (complaint-handling-policy.txt) and explain the grounds for approval or refusal. Once eligibility is confirmed, the Company issues the refund within 10 business days, unless an earlier deadline is required by law.

8.3. Refunds are made to the original payment method where possible, or to a valid account verified with you if the original method does not support refunds. Bank posting times may depend on the payment provider. We provide a refund transaction confirmation and assist with delayed credits, without using this as a reason to delay refund actions within the Company's responsibility.

IX. DATA, UPDATES AND CONTACT

9.1. Payment data is handled under the Personal Data Protection Policy (personal-data-protection-policy.txt). Material changes are notified at least 15 calendar days in advance, except for legal requirements or urgent safety needs. Changes do not retrospectively reduce rights under completed transactions.

9.2. Both language versions have the same intended meaning. The Vietnamese version prevails to the extent permitted by law, without reducing mandatory customer rights.

9.3. Support hours and business days: 08:00–18:00, Monday to Friday, excluding public holidays, Vietnam time. Contact: 0123456789 · xyz@gmai.com.