Last updated: November 2024
Return & Refund Eligibility
Rove Mode wants you to be satisfied with your experience. Our refund policies are designed to be fair and straightforward. Please review the specific policies for different types of purchases below.
Class Credits
Credit Purchases
Class credits are purchased through our app and are non-refundable once purchased. Credits represent access to classes and are consumed when you book a class.
Credit Expiration
Credits are valid for 12 months from the date of purchase. Expired credits are forfeited and cannot be refunded. We will notify you when credits are nearing expiration.
Class Cancellation Policy
Cancellation Terms
Cancellations 4+ Hours Before Class
Refund Status: Full credit refund
Cancel through the app to receive your credit back immediately. The credit can be used to book any other class.
Cancellations Less Than 12 Hours Before Class
Refund Status: No refund
Credits will be forfeited. This policy ensures fair treatment for other members on the waitlist.
No-Show Policy
If you book a class and do not show up without canceling, your credit will be forfeited. We consider this a "no-show."
Special Circumstances
Class Cancellation by Rove Mode
If Rove Mode cancels a scheduled class, you will:
- Receive a full credit refund automatically
- Be notified via email and in-app notification
- Have the option to book an alternative class
Injury or Medical Emergency
If you need to cancel due to an injury or medical emergency, we may consider exceptions to our cancellation policy on a case-by-case basis.
Please contact our support team at info@gorovemode.com with documentation.
Software & Service Issues
Technical Failures
If you experience significant technical issues during a class (such as app crashes or sensor failures), please report them immediately to our support team:
Email: info@gorovemode.com
We will review your case and may issue a credit at our discretion if the issue significantly impacted your class experience.
Credit Processing
Eligible refunds are processed immediately through the app:
- Immediate: Credits appear in your account instantly
- No transaction fees: Full credit amount is returned
- Auto-applied: You can use refunded credits for any future booking
Account Deletion & Remaining Credits
If you delete your account, any remaining credits will be forfeited. Once deleted, credits cannot be recovered. If you're considering leaving, please contact us to discuss options:
Email: info@gorovemode.com
Chargeback Policy
Chargebacks are a last resort. Before initiating a chargeback through your payment provider, please contact our support team to resolve any disputes:
If a chargeback is initiated, your account may be suspended and you may lose access to our Services. Chargebacks can result in service termination without refund of remaining credits.
We prefer to work with you to resolve issues directly before involving payment processors.
Dispute Resolution
If you have a dispute about a charge or refund, we're here to help. Please follow these steps:
- Contact Support: Email info@gorovemode.com with details
- Provide Documentation: Include screenshots, booking confirmations, or other relevant evidence
- Allow 5-7 Business Days: We'll review and respond to your dispute
- Resolution: We'll issue a credit, explain our position, or work toward a fair resolution
Questions?
For questions about this policy or your account, please contact our support team:
Billing Support: info@gorovemode.com
General Support: info@gorovemode.com