Cancellation & Refunds
This Policy explains the nature and validity period of credits purchased in the Solos Gym app, the order in which they are spent, the cancellation/ refund rules for solo reservations, Group Reservations and trainer-led reservations, the right of withdrawal, the procedure for payment refunds, and violation sanctions.
This Policy is incorporated by reference into the Membership Agreement and Terms of Use and the Pre- Contractual Information Form and Distance Sales Contract. Where there is a conflict between the documents, the provision that favors the consumer shall apply.
Credit: A prepaid unit of use that can be used for Solos Gym services, cannot be converted to cash, and cannot be transferred between users.
Credit Lot: A group of credits added to the account through a single purchase, gift card, promotion, compensation, or a correction by the Business. Each lot has its own validity period.
Hourly Credit Purchase: A transaction of purchasing a specific amount of credit without buying a package, calculated as 1 credit = 1 TRY. These credits do not include a package discount or a first-purchase discount.
Session: A one-hour private-use right reserved for a specific facility, date, and time.
Solo Reservation: A session reservation created by a single user alone.
Group Reservation: A type of reservation completed for a session of 2 or 3 people, as determined by the user who initiates the group, in which the other registered users join via a share link and pay their own share from their own accounts.
Trainer-Led Reservation: A reservation that arises when a customer and a trainer agree, via chat, on a specific gym, date, and time; after the trainer accepts, both parties separately confirm their own access with credit.
Request Window: The 15-minute period allowed for a Group Reservation to be completed, or, for a trainer-led reservation, for both parties to confirm their own access.
Deduction of the session fee: The session fee is deducted from the user's credits the moment the reservation is confirmed.
Late Cancellation: A cancellation made less than 12 hours before the session start.
No-show / Failure to Attend: Not attending the session without cancelling the reservation.
Late Exit / Overstay: Remaining at the facility after the session has ended.
Credit is not money, electronic money, a payment instrument, or an investment product. It can be used only for the services offered by Solos Gym; it cannot be converted to cash, transferred to another user, sold, or generate interest/return.
These limitations do not remove the 14-day right of withdrawal or the refund provisions set out in this Policy.
Credits are added to the account through the following means:
Credits are added once Garanti BBVA confirms that the bank approved the payment. If the payment fails, no credit is added. If an amount was taken from the card without credits being added, because of a technical error or a duplicate charge, that amount is refunded to the same card. Card information is not stored in Solos Gym systems; the payment is carried out via the Garanti BBVA virtual POS infrastructure with 3D Secure verification.
Each package's credit amount, price and validity period are shown on the solosgym.com Pricing page and on the payment screen. What applies to a purchase is the amount and period confirmed on the payment screen; these details also appear in the order's copy of the Distance Sales Agreement. Hourly credits are valid for 30 days.
The Part-Time PT, PT and Pro Master PT packages are only for approved trainer accounts. The Welcome package can only be used on the first purchase.
The Regular package is not an automatically renewing subscription. Solos Gym does not collect automatic payments from the user's card at regular intervals. If the user wants to buy new credit, they initiate it each time through their own payment step.
Each Credit Lot is subject to its own period. Credits obtained on different dates neither extend nor shorten each other's period.
Example: 30-day credits purchased on January 1 expire on January 31, while 60-day credits purchased on January 15 expire at the end of their own period. When the first lot's period expires, only the credit remaining in that lot becomes unusable.
The system may send an in-app notification, push, or email reminder shortly before credits are about to expire. A reminder is sent every day for credits that will expire within 3 days. A technical malfunction in notification delivery does not automatically extend the credit's validity period; however, a user who believes there was a reminder error or another justified reason may open a support request.
Credits whose validity period has expired become unusable and their price is not refunded. This rule does not apply to the statutory right of withdrawal exercised within its period, to a Business-caused cancellation or closure, or to the extensions in 5.5 and 5.6.
A user who cannot use their credits within the validity period because of illness may apply through the support channel with a doctor's report before the period ends. The credit period is extended by the length of the report, up to 30 days. This right can be used once per purchase.
If the facility is closed for more than 24 hours, the validity of unused credits is automatically extended by the length of the closure. If the service becomes impossible, for example because the facility closes permanently, the user is notified within 3 days, and the value of unused credits bought with money is refunded to the card within 14 days at the latest of the notice.
The credit fee for a session may vary depending on the facility, day, time slot, and number of people. The current fee is shown in the App before the reservation or before joining a Group Reservation.
When credit is spent, the Credit Lot whose validity expires soonest is used first. This rule is intended to prevent the user's credits from expiring unnecessarily.
Tariff changes apply prospectively. The credit fee of reservations that have already been created and whose fee has been paid is not subsequently increased. Any credits not yet tied to a reservation are used, for future new reservations, according to the current tariff shown in the App at the time of the reservation.
As of the publication date, the session tariff is set out in Annex 1. The current amount shown in the App before payment is controlling.
In a solo reservation the session fee is deducted from your credits the moment you confirm the reservation. If your credits are insufficient, the reservation cannot be created.
In a Group Reservation each participant pays their own share from their own account at the moment they join the group.
The Request Window is 15 minutes. If the group is not completed within this period, or if the user who started the group cancels the group before it is completed, the credit paid by all participants who had already paid up to that point is refunded in full, and the reservation never comes into existence.
Once the group is completed, an actual reservation comes into existence; from that point on, the cancellation, no-show, and late exit rules that follow are subject to Articles 8 and 9 of this Policy.
In a trainer-led reservation, the App does not collect, guarantee, or record the trainer's fee. The trainer's lesson fee is agreed between the customer and the trainer outside the App.
The amount paid within the App is solely the fee for access to the gym session. When the trainer accepts the offer, both the customer and the trainer each pay, from their own account, the announced single-person credit fee of the same slot. This payment is made within the 15-minute Request Window.
If only one party confirms their access within the period, the credit paid by the confirming party is refunded in full and the reservation does not come into existence. If both parties confirm their access, an actual reservation comes into existence and the trainer accesses the session as the customer's trainer guest.
The reservation is cancelled free of charge and the deducted credit is added back to the user's account.
In a late cancellation, the session fee is not refunded. The reason for this rule is that the session is reserved for a specific facility, date, and time, and that re-offering a session that is cancelled late to another user becomes practically difficult.
Once the group is completed, the reservation is treated as a single session. If cancelled by the user who started the group or by the Business before 12 hours, each participant's own paid share is refunded. In a cancellation less than 12 hours before, the session share of all participants is not refunded.
Once a group is completed, it is not possible for a single group member to cancel only their own seat and continue the same reservation with the remaining people. If a group member wants to leave, the group reservation is cancelled in its entirety; participants may, if they wish, create a new single-person or two-person reservation based on the current availability and current number of people. The refund or credit deduction is determined according to §8.1 and §8.2 of this article, based on the time of cancellation.
If, before the trainer-led reservation is completed — that is, before both parties have confirmed their access — it is cancelled or the period expires, a full credit refund is made to the party who paid.
After both parties have confirmed their access:
This article does not govern the refund of the trainer's lesson fee agreed outside the App. This fee relationship is between the customer and the trainer.
If service cannot be provided due to a Business-caused reason such as maintenance, malfunction, security, force majeure, a smart-lock access problem, or a decision of the Business, the reservation is cancelled and the credit collected for the relevant session is refunded in full.
If the user wants to request a refund to the payment instrument instead of a credit refund due to a Business-caused cancellation, they may apply through the support channel. This request is assessed based on the unused portion of the relevant credit purchase and the payment records.
If entry is not made into the session without the reservation being cancelled, the session fee is not refunded. No other credit or cash penalty is applied, and a no-show is not included in the graduated sanctions count in Article 10.
If the user ends the session early, no partial refund is made. The reservation is deemed to have taken place.
If the user remains at the facility after the session has ended, a 50-credit penalty may be applied. A user who believes there is a technical malfunction, a health issue, or another reason not attributable to the user may object under Article 12.
A 25-credit penalty may be applied in the event of a violation of gym rules. The violation record and its justification are notified to the user; the user may exercise their right of objection.
At the end of the session you must report your exit with "I left" in the App. A user who reports their exit in the App is not penalised for not pressing the exit button at the door. If the session time is exceeded without the exit being reported, the late-exit provision in 9.3 applies.
Late exits and rule violations are counted together. No-shows are not included in this count.
| Total violations | Result |
|---|---|
| 1 violation | The applicable credit penalty is applied |
| 2 violations | The applicable credit penalty + 7-day account suspension |
| 3rd and 4th violation | The applicable credit penalty; a new suspension may or may not be applied |
| 5 violations | Permanent account closure / permanent ban |
New reservations cannot be made during a temporary suspension. When the suspension period ends, the account and any unused credits become usable again.
A permanent ban constitutes a termination of the contract for just cause due to repeated violations. In this case, the value of unused credits bought with money is refunded to the card after deducting the damage the Business suffered and documented because of the violation; gift and promotional credits are not refunded. The user may object to a permanent ban decision under Article 12; if the objection is accepted, the account and credits are reopened or an appropriate refund/correction is made.
In a credit package or hourly credit purchase, the user may exercise the right of withdrawal within 14 days from the purchase date, without giving any reason and without paying any penalty. Each session reservation made with credits is a service that must be performed on a specific date and time, so there is no right of withdrawal for reservations; the right to cancel a reservation under Article 8 is reserved.
If a purchase has not been used at all within the withdrawal period, the full price paid for it is refunded, and the credits added through that purchase are deducted from the account.
If part of the credits has been used within the withdrawal period, the price of the unused portion is refunded. The calculation is made using the following formula:
Refund amount = Amount paid × (Unused paid credit ÷ Total paid credit given with the purchase)
Credits given free of charge through a promotion or campaign are not included in the refund calculation. The credit amount corresponding to the refunded price is deducted from the account. If promotional or campaign credits were given with the refunded purchase, their unused part is also deducted; the user is not charged for promotional credits already used.
Notice of withdrawal may be given through the refund/support screen within the App or in writing to info@solosgym.com. The sample withdrawal form in Annex 2 may be used; use of the form is not mandatory. Any written statement that clearly communicates the decision to withdraw is taken into account. If the notice is sent through the App or the website, its receipt is confirmed to the user immediately.
The payment refund is made, within 14 days from the withdrawal notice reaching Solos Gym, to the card used at the time of purchase, in a single transaction. No cost is collected from the user due to the refund. How long the refund takes to appear on the card depends on the bank.
When the refund request is processed, the credits that were added by the purchase and that are subject to the refund are deducted from the account; if the relevant credit has been used, the proportional calculation in §11.3 applies.
When a withdrawal notice reaches Solos Gym, the credits of that purchase remaining in the account are set aside until the refund is completed, and the refund amount is calculated as at the date of the notice; the app shows this. If the notice is rejected because it does not meet the conditions of withdrawal, the credits become usable again and the time they were set aside is added to their validity.
If the user withdraws or is refunded, the purchase's invoice is cancelled, or the document required for the refund is issued, as the law requires (details: Distance Sales Agreement Article 10).
The user may object to a credit deduction, no-show, late exit, rule violation, temporary suspension, permanent ban, Business-caused cancellation, or refund calculation.
The objection is made within 30 days from notification of the decision, through the App's support screen or from info@solosgym.com. Objections are not left to an automated decision; they are reviewed by an authorized person.
If the objection is accepted, the deducted credit is restored, the suspension/ban decision is lifted, or an appropriate money/credit refund is made.
This internal objection path does not remove the user's right to apply to the Consumer Arbitration Committee, the Consumer Court, or other legal remedies.
Gift cards are single-use and can be used until the expiry date specified on the card. A card assigned to a specific email address can only be used by the account registered to that address.
Credit given free of charge through a gift card or promotion cannot be converted to cash and is not subject to a monetary refund. The validity period of these credits is specified in the card's or promotion's own conditions.
The validity period, number of uses, and which packages a promotion code can be used with are specified where it is announced. Unless otherwise stated, promotions cannot be combined.
If the user's bank or card issuer initiates a payment dispute (chargeback), the credit added by the transaction subject to the dispute may be closed to use for the duration of the dispute, or, if it has been spent, the relevant amount may subsequently be collected/offset.
If the dispute is resolved in the user's favor, the relevant credit is deducted from the account. If the dispute is resolved in Solos Gym's favor, the credit is made usable again.
Contacting the support channel before a payment dispute may help resolve the matter more quickly.
This Policy may be updated in line with changes in legislation, the product, or the application flow. Material changes are announced through the App before they take effect.
Changes are not retroactive: reservations created and whose fee has been paid before the change are subject to the rules in effect at the time of that reservation. If a material change to the credit/refund rules is made to the user's detriment, the user may terminate their membership and request a refund for the unused and refundable credits.
Solos Gym
Address: Uluönder, İsmet İnönü-2 Blv, 26190 Tepebaşı/Eskişehir
Email: info@solosgym.com · Phone: +90 507 570 21 71
For consumer disputes below the monetary limit announced each year by the Ministry of Trade, the Consumer Arbitration Committee has jurisdiction. For disputes above the limit, the Consumer Court has jurisdiction; applying to a mediator before filing a lawsuit is a precondition for the lawsuit. The limit in force at the time of application applies.
As of the publication date, the applicable tariff is set out below. The current amount shown in the App before the reservation is controlling.
| Time slot | Solo | 2-person group — per person | 3-person group — per person |
|---|---|---|---|
| 07:00-11:00 (Early Morning) | 195 credits | 155 credits | 120 credits |
| 11:00-15:00 (Lunch Break) | 235 credits | 185 credits | 145 credits |
| 15:00-19:00 (Pre-End-of-Day) | 275 credits | 215 credits | 170 credits |
| 19:00-23:00 (Evening / Peak) | 395 credits | 295 credits | 245 credits |
| 23:00-07:00 (Night Owl) | 115 credits | 89 credits | 69 credits |
| Time slot | Solo | 2-person group — per person | 3-person group — per person |
|---|---|---|---|
| 00:00-24:00 (all day) | 275 credits | 215 credits | 170 credits |
In a trainer-led reservation, the customer and the trainer each pay, separately, the single-person fee for the relevant slot, not the per-person group tariff.
This form is to be filled in only if you wish to exercise your right of withdrawal from the contract. Use of the form is not mandatory; any written statement that clearly communicates the intent to withdraw is valid.
To: Solos Gym, Uluönder, İsmet İnönü-2 Blv, 26190 Tepebaşı/Eskişehir, info@solosgym.com
By this notice, I declare that I am exercising my right of withdrawal from the contract relating to the credit purchase specified below.
