Legal
Refund Policy
Last updated: 2026-09-23
This policy explains when a purchase made through PTLancer can be refunded, who decides, and how the money is returned. It describes the rules PTLancer actually operates — nothing here is broader or narrower than what the Platform enforces.
1. How refunds are paid
Our order process is conducted by our online reseller Paddle, which is the Merchant of Record for all our orders. Approved refunds are issued by Paddle to your original payment method.
Paddle operates its own buyer refund policy in addition to this one, and may exercise its own discretion as merchant of record. Where any tax was collected at checkout, the refunded amount is handled by Paddle in accordance with the tax rules that applied to your order.
To request a refund, contact support@ptlancer.com from the email address on your account, telling us what you bought and when.
2. Client purchases — training packages
When you buy a package you are buying a service from an independent trainer, delivered over the validity period shown on the package.
2.1 Before delivery has begun
If you have purchased a package and your trainer has not yet begun delivering it, contact support. We will review the request with the trainer and, where the request is reasonable and the service has not been delivered, arrange a refund of the undelivered amount through Paddle.
2.2 Where a trainer stops providing services
If your trainer stops offering their services through PTLancer while you still hold a package that has not been fully delivered, PTLancer operates a defined resolution process for the part you have not received. The amount is calculated in proportion to what remains undelivered on that package — for a session-based package, the sessions you have not used. You may be offered a transfer to another trainer or a refund of that undelivered portion.
2.3 Where delivery has already happened
Coaching that has already been delivered — sessions you have taken, and programme or nutrition material already provided to you — is not refundable, because the trainer has performed the service. Being dissatisfied with results is not by itself a basis for a refund, since no specific outcome is promised. If you believe your trainer has not delivered what their package described, tell us: that is a delivery failure and we will review it.
2.4 If something went wrong technically
If you were charged in error, charged twice, or a purchase failed to grant the entitlement you paid for, contact support and we will correct it.
3. Trainer memberships
Trainer memberships are subscriptions that let a trainer offer services on PTLancer. The Platform applies the following refund windows, measured from the date of the payment and judged on the date your request is made:
| Payment | Refund request window |
|---|---|
| Your first ever paid membership | 7 calendar days from payment |
| An automatic renewal | 3 calendar days from the renewal payment |
What matters is when you ask. If you request within the window, the request stays eligible even if it takes longer to resolve.
A membership refund is not available where:
- the membership has already provided commercial value in the period being refunded;
- you still have outstanding obligations to clients that must be resolved first;
- a previous membership refund has already been granted on the account; or
- the request falls outside the window above.
Where a membership refund is granted, the refundable amount is the payment excluding tax. Tax is collected and remitted by Paddle as merchant of record and is handled by Paddle separately.
Cancelling a membership stops future renewals. It does not by itself refund a payment already taken.
4. How long it takes
We aim to review a request within a few business days. Once a refund is approved and issued by Paddle, the time for it to appear depends on your bank or card issuer.
5. Chargebacks
If something is wrong with a purchase, please contact us first — we can almost always resolve it faster than a dispute. Raising a chargeback without contacting us may result in the account being suspended while the dispute is investigated.
6. Your statutory rights
Nothing in this policy removes or limits any refund or cancellation right you have under the consumer law that applies where you live. Where local law gives you a stronger right than this policy, that law applies.
7. Contact
PTLancer Sports Consultation W.L.L.
Commercial Registration No. 208785, State of Qatar
support@ptlancer.com