The trainer offers a package with a number of sessions, a price and a validity period: 30, 60, 90, 180 or 365 days, or unlimited. The client buys it and pays in advance, by card in the app or outside Trely. When paying by card, they can also save the card with the trainer for future payments. Sessions from the package can be used only after payment. Until then, the package is shown as unpaid in Finance.
When the client books a session from the package, one session is held in the package and deducted when the session takes place. If the client cancels in time or the trainer cancels the session, it goes back to the package. If the client cancels late or does not show up, the session is forfeited. Until the session is paid by card, the client can choose whether to pay for it by card or from the package. Both the trainer and the client see how many sessions are left. If the trainer later changes the session status, Trely adjusts the number of used sessions accordingly.
A package is valid for as long as stated at purchase. Its sessions must take place during the validity period; unused sessions are then forfeited. If the trainer cancels a session, the returned session can be used for at least another 30 days. This extends that session, not the whole package. If the trainer deletes their Trely account, a proportional refund is initiated for unused sessions from a package paid by card through Trely. Support handles it if it does not go through automatically.
For a package paid by card through Trely, the trainer uses “Request refund”. They select the number of unused sessions and the app suggests a proportional amount. The refund also voids the selected sessions from the package. Booked sessions must be cancelled first. Payments made outside Trely are refunded outside the app, with unused sessions voided separately. A package sale cannot be voided after any sessions have been used or if it was paid by card through Trely.
You can withdraw from a package purchase within 14 days under Terms §6b. A proportional price is deducted for sessions already provided with your consent.
Write from the email linked to your account. Include your role, topic, device, system version and the steps that led to the issue. For a session, include its date and time.
Never send a card number, CVC, password or bank login details.