Cancellation, Rescheduling and Refund Policy

Cancellation

You can cancel your booking for free up to 24 hours before commencement. Any session if rescheduled previously within 24 hours ahead of the commencement, cannot be cancelled.

Any package once purchased, cannot be cancelled and sessions under that package will automatically expire if not utilized before the expiration date.

Rescheduling

Should you wish to change the time or date, of your upcoming booking, you can do so anytime before the start of your session subject to availability.

Rescheduling a session with the same Personal Trainer will be free of charge. However, if your booking is without a Personal Trainer, you will be charged the additional differential amount. For instance, if a client paid HK$ 300 for Friday 10-11 am studio booking and reschedules it to Monday 7-8 am which is at HK$ 350, the client will be charged additional HK$ 50. However, if this client reschedules to Monday 3-4pm which is at HK$ 275, there would not be any refund to this client.

How to cancel or reschedule your booking

Both Personal Trainers or clients can cancel or reschedule a booking directly in the Palace app, or by reaching out to our Support team by email at support@palace- studios.com, or by WhatsApp/phone at +852 9878 5785.

Palace app allows for rescheduling with the same Personal Trainer only and you can modify or cancel your booking from the upcoming bookings screen by pressing reschedule or cancel booking tabs.

After cancelling your booking, it will no longer appear in your upcoming booking. You will also receive an SMS confirming that your reservation has been cancelled.

Payment and Refund

A valid credit card is required to secure a booking. Please note that your credit card will be charged within 24 hours of the start time of your session. If a booking is initiated by a Personal Trainer on behalf of the client, to secure the booking, the client should pay through the Palace app within 72 hours of receiving the pending payment SMS. Payments (net off studio booking fee) to Personal Trainers, for sessions completed in the preceding week, are settled on a weekly basis.

If you are purchasing a package, your credit card will be charged immediately for the full package price. Any sessions within your purchased package, if not utilized ahead of the package expiration, will not be refunded.

Bookings only if cancelled at least 24 hours ahead of the session commencement will receive full refund and if this booking was made from the sessions under your active package, the session would be added back to your unused sessions.

If you are a Personal Trainer and you cannot make it for the booked session for any reason, you must communicate with your client to reschedule or cancel or suggest an alternate Personal Trainer for that booked session. In the event of your client willing to continue the session with an alternate Personal Trainer, please inform Palace Support team. If your client decides to cancel instead and within 24 hours ahead of the session commencement, Palace reserves the right to charge studio booking fee to the Personal Trainer selected for that booking.

In the event of typhoon signal No. 8 ("T8") issued by the Hong Kong Observatory, bookings not attended because of commencement time falling under the T8 window, will be eligible for full refund. Should you wish to make a replacement booking instead, please reach out to Palace Support team to arrange.