Cancellation and Refund Policy
Version 2026-11-10.5 — effective 13 November 2026. This policy is a summary of sections 5, 6 and 9 of the Terms of Use; if they differ, the Terms apply.
1. Who refunds you. XSport (DEPORTIVO GENERAL TRADING - L.L.C - S.P.C) is the one you ask for a refund and the one that issues it, to the same payment method, with a credit note. It appears within 5 to 10 business days depending on your bank.
2. If you cancel a visit, a class or a day pass:
| When you cancel | Refund |
|---|---|
| 12 hours or more before the start | Full, automatic |
| Less than 12 hours before the start, within 30 minutes of paying, with more than two hours left | Full, automatic |
| Less than 12 hours before the start in any other case | Not refunded |
| Two hours or less left, or the booking has started | Not refunded |
A booking with a set time can be cancelled in the app up to two hours before it starts; a day pass or open entry (three hours or more) until the end of the period. A day pass starts when the venue opens on that day. You are told what a cancellation means before you pay and before you confirm a cancellation.
3. Memberships and courses. Full refund within 7 days of purchase if no attendance has been recorded, on request in the app. After that, the refund clause of the venue contract you accepted before payment applies, without affecting your rights under sections 9(C) and 9(D) of the Terms. No automatic renewal, and no freezing in the app.
4. You are refunded at any time if: the venue cancels the booking · the venue does not provide the service · you were charged more than once (in full in these cases) · the service was provided only in part or otherwise than as shown, or an agreed feature was unavailable (at your choice: compensation for the affected days, a refund in proportion to what you did not receive, or having the service provided again where possible; if the failure is material and is not put right, you may end the membership and be refunded the value of the remaining period) · the venue closes on days other than its usual days off (your membership is extended by those days, bookings in the closure are refunded, and if the closure exceeds 31 days the membership ends and the remaining period is refunded).
5. How to ask. From "A problem with this payment?" on the receipt or "A problem with this membership?" on your membership within 7 days of the visit or of the membership's end, or through support at any time: support@getxsport.com. We review the request, hear the venue and tell you the decision and its reason in the app, and you can ask for it to be reviewed.
6. No-shows. If you do not attend and did not cancel, the amount is not refunded and it counts as a no-show. Three consecutive no-shows suspend booking for one month.
7. A payment made with your card without your permission. Contact us straight away from "A problem with this payment?", and we refund the amount in full if the booking was not used; if it was used, we review the case and tell you the decision and its reason. You keep the right to contact your bank at any time.
8. Your legal rights, and language. This policy does not reduce any right you have under Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulation, as amended, and you may go to the federal consumer protection authority (the Ministry of Economy and Tourism) or the competent consumer protection authority in the Emirate of Abu Dhabi. This policy is issued in Arabic and English; the Arabic text prevails in case of any difference.