Cancellation & Refund Policy
Effective date: [Effective Date]
Cancel or reschedule a class free of charge up to 12 hours before it starts. Cancel your plan any time before its last day: the unused balance is refunded.
1. Key terms
- Plan: a bundle of sessions bought together, with a set number of sessions and a validity period.
- Unlocked: your payment has succeeded and the plan shows in your dashboard. A class or plan is booked only once the payment succeeds; if a payment fails, nothing is booked or charged.
- Session start time: the scheduled start time shown in your dashboard, in your own time zone.
- Used session: a session that took place, or that counts as used under the rules below.
2. Cancelling or rescheduling a class
| When you act | What happens |
|---|---|
| 12 hours or more before the start | Free. Reschedule or cancel in Scheduling on your dashboard; a cancelled class goes back to your plan |
| Less than 12 hours before the start | Reschedule and Cancel are locked. You can use an emergency change (below) |
| You don't join the class | Counts as a used session |
| You join late | The class ends at its scheduled time; it is not extended |
- Emergency changes: each plan includes 1 emergency change for every 12 sessions (12 sessions give 1, 24 give 2, 96 give 8). Tick Emergency on the class in Scheduling, then reschedule or cancel it. An emergency new time must be at least 2 hours away. Emergency changes apply to classes in a session plan, not to first sessions or group classes.
- Your first 1:1 session can be rescheduled up to 12 hours before it starts, up to 5 times. It can't be cancelled; reschedule it instead.
- Group classes follow the batch timetable and can't be rescheduled or cancelled.
- Pausing a plan: once per 1:1 plan, you can pause it for 1 to 4 weeks. Classes booked in the pause go back to your plan, and the plan's last day moves later by the length of the pause.
- Messages to a teacher outside MakRew don't count as a cancellation or reschedule.
3. When your teacher or MakRew cancels
| Situation | What you get |
|---|---|
| Your teacher cancels a class | You keep the session and pick a new time |
| Your teacher asks to move a class | You accept or decline. If you don't answer, the request expires 4 hours before the earlier of the two times and the session goes back to your plan |
| Every 2 classes your teacher cancels in a plan | 1 bonus session added to the plan |
| Your teacher doesn't join (reported from 10 minutes after the start, and confirmed by MakRew) | The session goes back to your plan, plus 1 bonus session. For a first session, you pick a new time at no cost |
| A class lost because of a MakRew platform fault | The session goes back to your plan |
| Your teacher leaves MakRew | A free move to a new teacher, or a refund of your unused sessions, your choice |
Report a teacher no-show with the Teacher no-show button under the class's Join, from 10 minutes after the start until 48 hours after it. If a class is affected by a problem on your side (your internet, device or power), it counts as used.
4. Cancelling a plan and refunds
- Cancel any time: you can cancel a session plan at any time before its last day, from Scheduling ▸ Cancel plan. Your future classes in the plan are cancelled at once.
- Refund: the unused balance is refunded to your original payment method once MakRew approves it.
- Unused balance: (the price you paid for the plan, including any MakRew points used ÷ the sessions you paid for) × unused sessions. Classes that have already started count as taken; your Scheduling page shows the amount before you confirm.
- Discounted plans: each session is valued at the discounted price you actually paid.
- Bonus sessions and coupon value have no cash value and are not refunded. MakRew points used on a plan come back as points, not money.
- Group batches follow a fixed timetable and can't be cancelled from the dashboard: contact us.
- First sessions are refunded in full if MakRew can't hold them, and are otherwise not refundable once they take place.
- Exceptional cases: if a medical condition stops you from continuing, write to us with a supporting note from a doctor. We will refund unused sessions or extend the plan.
- Not refundable: sessions already used, and plans closed for a breach of the Terms of Service or Code of Conduct (unused sessions may still be refunded in part where the law requires).
5. Plan validity
| Plan | Sessions | Valid for (from payment) |
|---|---|---|
| Discover | 12 | 4 months |
| Build | 24 | 7 months |
| Express | 36 | 10 months |
| Elevate | 48 | 13 months |
| Master | 96 | 24 months |
- Every class must take place before the plan's last day, shown in Scheduling. Sessions not used by then expire.
- We remind you by email 7 days before a plan ends if you still have sessions left.
- Validity isn't extended automatically when a teacher cancels; write to us if you need more time, and MakRew can extend it.
6. How refunds are paid
- Cancel the plan in Scheduling ▸ Cancel plan, or email info@makrew.live with your registered email, the plan and the reason.
- MakRew reviews each cancellation, usually within 2 working days, and approves the refund or adds the MakRew points due.
- Approved refunds go back to your original payment method, usually within 5–7 working days of approval. Bank and card timelines can add a few days.
- Payment gateway charges are not deducted from refunds made under this policy.
- For international payments, refunds are made in the original currency; we are not responsible for exchange-rate differences charged by your bank.
7. Payment problems
- Charged but nothing booked: a payment that comes through late (for example, approved in your UPI app after you closed the payment window) is confirmed automatically within a few minutes. If not, write to info@makrew.live with the transaction ID, and we will book your class or plan or refund you within 7 working days.
- Chargebacks: please contact us before raising a dispute with your bank. Your account may be paused while a chargeback is open.
8. Questions or complaints
Contact info@makrew.live or +918867192929. If you are not satisfied, our Grievance Officer, [Grievance Officer Name], can be reached at legal@makrew.live. This policy does not limit any right you have under the Consumer Protection Act, 2019.
Questions about this policy? Write to info@makrew.live.