Cancellation Policy

Updated 23/08/26

No one likes being cancelled on. Everyone has plans for their day, and a single cancellation can throw your whole day off. Unfortunately, sometimes plans change. Maybe you had a sudden emergency come up. Or maybe you got called in to work overtime. This Cancellation Policy thus aims to address these situations in the most fair way possible for everyone.

INTRODUCTION

1. For definitions of terms, please refer to our Terms of Service.
2. Trainer.sg may amend the Cancellation Policy at any time. Such amendments will be effective once they are posted on https://trainer.sg or the Platform. It is your responsibility to review the Cancellation Policy regularly. Your continued use of the Service or Platform after any such amendments, whether or not reviewed by you, shall constitute your agreement to be bound by such amendments.

TRAINER.SG CANCELLATION POLICY

3. Up to six (6) hours before the start of your requested Solution, both Clients and Coaches will be able to cancel the provision of a Solution (“Session”) with no additional restrictions.
   1. The cancellation will be effective immediately. No permission is required from the Client/Coach if the Coach/Client is cancelling (“Other Party”).
   2. The status of the Session will thus be changed from “Approved” to “Cancelled”.
   3. Cancelling the Session exactly six (6) hours before the start of the Session falls under this category.
4. For cancellations made between six (6) hours before the start of your Session until the scheduled start time of provision of the Solution (“Late Cancellation”), both Clients and Coaches must request for a Late Cancellation from the Other Party.
   1. When a Late Cancellation is requested, the status of the Session remains “Approved”.
   2. The Other Party will be notified of the Late Cancellation and will be able to perform one of two actions:
      1. “Approve Cancellation”: The cancellation will be effective immediately and the Session will be cancelled with no additional restrictions.
      2. “Keep Session”: The cancellation will be declined and the status of the Session remains “Approved”.
   3. Choosing to “Approve Cancellation” or “Keep Session” should be based on our list of acceptable reasons for cancellation (see below) or the Other Party’s discretion.
   4. If the Other Party chooses to “Keep Session”, you may still choose to keep requesting for a Late Cancellation up until the start of your Session.
   5. If the Other Party fails to perform the two actions listed above after you request for a Late Cancellation, the status of the Session will remain as “Approved”.

DISPUTE SETTLEMENT

5. If the Other Party chooses to “Keep Session” because your reason does not fall within our list of acceptable reasons for cancellation, you are obligated to provide them with compensation that was agreed on beforehand. Afterwards, you may make another Late Cancellation request, where the Other Party must choose to “Approve Cancellation”.
6. TRAINER.SG IS NOT RESPONSIBLE FOR THE ARISING OR SETTLEMENT OF ANY FORM OF DISPUTE REGARDING CANCELLATION OR OTHER RELATED MATTERS BETWEEN COACHES AND CLIENTS. ALL PARTIES AGREE TO RESOLVE ANY DISPUTES THAT MAY ARISE AMICABLY BETWEEN THEMSELVES. ANY FORM OF CANCELLATION PAYMENT, COMPENSATION, CHARGE OR REFUND SHALL BE DECIDED BETWEEN COACHES AND CLIENTS AND SETTLED BASED ON THEIR DISCRETION. TRAINER.SG DOES NOT CALCULATE OR ENFORCE ANY FORM OF PAYMENT, COMPENSATION, CHARGE OR REFUND BETWEEN COACHES AND CLIENTS.

ABUSE OF CANCELLATION SYSTEM

7. You are not to find loopholes in, bypass, abuse or misuse (“Abuse”) our Cancellation Policy in any way that may benefit you at the cost of the Other Party. This includes but is not limited to:

   1. frequent cancellations made with malicious or seemingly malicious intent;
   2. choosing to “Keep Session” despite the Other Party having an acceptable reason for cancellation or already having made compensation;
   3. coercing the Other Party into making compensation that was not agreed on beforehand or illegal; and
   4. refusal to pay compensation that was agreed on beforehand despite the Other Party choosing to “Keep Session” because your reason for cancellation does not fall within our list of acceptable reasons;

   If Trainer.sg deems that you have attempted to Abuse our Cancellation Policy in any way, we reserve the right to terminate your access to the Platform and all related Services with or without notifying you. Appropriate legal action may be taken against you if found liable.

8. If you believe that the Other Party is attempting to Abuse the Cancellation Policy against you, you reserve the right to rate and review them as appropriate as well as use the report function against them. Trainer.sg may take appropriate action against the Other Party at our discretion.

ACCEPTABLE REASONS FOR CANCELLATION

9. We now declare that the following are acceptable reasons for cancellation that must be adhered to by the Other Party:
   1. location and/or equipment required for the Session is deemed as unserviceable;
   2. the Other Party failed to show up punctually for the Session;
   3. suspicious activity from the Other Party;
   4. unreasonable demands from the Other Party; and
   5. any other unforeseen circumstances outside of your control.
10. If you request for a late cancellation, the Other Party reserves the right to request for proof of an acceptable reason for cancellation at their own discretion.