Refund Policy

Effective Date: 13 August 2025

Thank you for choosing Level Up Fitness. We are committed to delivering excellent service and a seamless fitness experience to all our members. Please read our Refund Policy carefully, as it outlines our terms regarding payments, refunds, cancellations, and disputes.

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1. No Refund Policy

All payments made to Level Up Fitness are strictly non-refundable, including but not limited to:

• Joining Fees
• First Month Pro-Rata Fees
• Ongoing Monthly or Yearly Membership Fees
• Freeze Fees
• Short-Term Passes

This applies regardless of usage, including situations where a member chooses not to use the gym facilities or terminates their membership before the end of the billing cycle.

2. Freezing Memberships (Premium Members Only)

Members under the Premium membership plan may freeze their membership under the following conditions:

• A non-refundable fee of RM30/month frozen applies.
• Freeze request must be submitted at least 3 working days before the next calendar month.
• Freeze requests will not be backdated under any circumstances.
• Freeze fees are non-refundable, even if the member decides to resume membership earlier

3. Cancellations

Members may cancel their membership by:

• Submitting a Cancellation Form countersigned by a Level Up Fitness staff, or
• Emailing a written request to info@levelupfitness.com at least 3 working days before the next billing period.

Cancellations will only be processed once all outstanding fees are paid in full, including the final billing period. No cancellation will be accepted via social media, private messaging apps, or verbal communication. No refunds are provided upon cancellation.

4. Failed Payments and Arrears

If your membership fee is not successfully auto-debited:

• You may be denied entry after the 10th of the month.
• Memberships with 3 months of unpaid fees may be terminated and reported to credit agencies.
• Any such terminations or interruptions do not entitle the member to any refund.

5. Dispute Resolution

If you believe you were charged in error or have a dispute, please contact us at info@levelupfitness.com within 7 days of the transaction date. While we do not offer refunds, we are happy to review your case and correct any billing errors promptly if applicable.

6. Modifications to the Policy

Level Up Fitness reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website and will take effect immediately upon publication.

Need Help?

For questions or assistance with your membership or billing, please contact:

Email: info@levelupfitness.com
Phone: +60 82 233 222
Address: Wisma Everrise, Lot 376, Jalan Petanak, 93100 Kuching, Sarawak, Malaysia.