Refunds & Cancellations

How cancellations, refunds and no shows work for members and coaches.

You pay through Stripe when you book or buy a package. Money is held with Stripe and released to your coach 48 hours after each session ends. Intervia never holds your money.

Payments move through Stripe, a Major Payment Institution licensed by the Monetary Authority of Singapore. Stripe caps how long money can be held at 90 days, so every package is built to settle inside that window. We did not choose the number.

Packages run 90 days from the date you pay. Auto-renew is on by default, so most packages simply start a fresh 90-day window at your coach's current rate. If you've switched auto-renew off, any sessions not delivered by day 90 are refunded to you automatically instead.

If you end it: sessions already used are recharged on the exit ladder, sessions 1 to 8 at the single session rate and sessions 9 onward at 80% of the single rate, unless your coach has set a different ladder in your agreement. The rest is refunded.

From the moment you ask, nothing else happens on the package. Sessions on the calendar are cancelled at no charge and your coach's payments on that package pause until it is settled.

If your coach ends it: used sessions are charged at the package rate and the rest is refunded.

Either side can raise an end request in the app. The other side gets 2 working days to give a first response. If the two sides disagree, Intervia reviews both and confirms the outcome.

Either you or your coach can pause a package at any time, and the other side is told. A pause does not refund anything and does not extend your 90 days, the clock keeps running. It only stops sessions being booked and stops the reminders. Resume whenever you're ready.

If the package is still paused when day 90 arrives, it is settled then. If you paused it, through the refund ladder above. If your coach paused it, your unused sessions come back at the package rate you paid, so you keep the package discount.

If your coach set a pause price lock, your rate is held for that period when you start your next package.

Each coach sets their own cancellation policy. You see it on their booking page before you pay, and it is written into your agreement at the moment you buy. It does not change afterwards for sessions you have already paid for.

A coach's policy sets two things. How much notice you need to give to cancel without using up a session, and how many free sessions you get for late cancellations before a session is deducted.

Whatever a coach sets, two things always apply:

If your coach cancels a session, that session is returned to you at the package rate.

If your coach stops coaching, the unused sessions in your package are refunded.

Refunds are made to your original payment method through Stripe and take 5 to 10 business days. Intervia never holds your money.

Raise any payment problem with Intervia first, from the session or package page. You have 48 hours after a session to flag it before payment is released.

While a query on a session is open, that session's money is frozen for both sides. A concern raised separately does not affect any payment.