In short
Cancelled 8 hours or more before the session:
Your session is returned. You can use it to book another slot.
Cancelled within 8 hours of the session:
The session is forfeited. The trainer had reserved that time for you.
Cancelled by the trainer (at any time):
Your session is always returned. You never bear the loss for a cancellation caused by the trainer.
Client does not attend (by 15 minutes after the scheduled start, without having cancelled): the session is forfeited.
Trainer does not attend: report “Trainer didn’t show up” in the app. Your session is returned and the trainer is not paid for it.
If either side is running late, use “Running late” in the app; the session window is extended by that amount.
When you buy a pack, HattaKatta holds the money. Your trainer is paid per session, after it is completed and checked in (a short holding period applies). Money for sessions that have not yet happened remains with HattaKatta until they do. This is what makes the refunds below possible.
No session used and within 7 days of purchase: the full pack price is refunded. The platform fee shown at checkout is not refunded.
Once a session has been used, or after 7 days: no cash refund. You may pause the pack or change your trainer instead. Sessions you forfeited under sections 1 and 2 count as used.
Pause: you can pause your pack yourself in the app, free of charge, for up to as many days as the pack’s validity in total (for example, up to 30 days on a 1-month pack). Your pack’s expiry date moves forward by the same number of days. Sessions cannot be booked while the pack is paused.
Change your trainer: once per pack, free of charge. The value of your remaining sessions (the pack price you paid × sessions remaining ÷ total sessions; the platform fee is not part of it) becomes credit towards a pack with another trainer on HattaKatta. If the new pack costs more, you pay the difference. If it costs less, the balance stays as credit towards your next pack with that trainer and does not expire. It is not paid out in cash.
Illness, injury or moving city: there is no cash refund. Send us a doctor’s note or proof of your move and we pause your pack for as long as its validity: up to 30 days on a 1-month pack, 60 days on a 2-month pack, 90 days on a 3-month pack. This is available once per pack, in addition to the normal pause, and the expiry date moves forward by the same number of days. If you have moved, you may also change to a trainer near your new home, or take your remaining sessions online with the same trainer.
Permanently unable to train, or death: if a doctor certifies that you can no longer exercise, we refund your unused sessions: the pack price × (sessions remaining ÷ total sessions). The platform fee is not refunded. Write to us with the doctor’s certificate. If a client has died, a family member may write to us with the death certificate and the same refund is paid.
Pack expiry: your sessions can be used until the pack’s expiry date (moved forward by any pause). Sessions not used by then lapse and are not refunded. We remind you 7 days before expiry. If you buy a new pack with the same trainer within 7 days after expiry, your unused sessions are added to it.
Trainer cancels or does not attend: if, within any 30-day period, your trainer cancels two or more of your confirmed sessions, or does not attend even one, you may ask for a refund of everything you have not used. We decide within 24 hours, from the booking records in the app.
Trainer leaves HattaKatta, is removed by us, or can no longer train you: we tell you within 48 hours. You choose: change to another trainer (as in section 4, without it counting as your one change), or a refund of everything you have not used. We never move you to another trainer without your consent. Your pack’s expiry date is put on hold until you choose. If you have not chosen within 30 days, we refund you.
Trainer away for a short time: if your trainer is unavailable for up to 14 days, your pack is paused free of charge and its expiry date moves forward by the same number of days. This does not use up your own pause. Longer than 14 days is treated as the trainer no longer being able to train you.
Our error (for example, you were charged twice or the wrong pack was created): full refund.
In every case in this section the platform fee is refunded in full, and none of the limits in section 4 apply. “Everything you have not used” means the pack price × (sessions remaining ÷ total sessions).
If you joined through your trainer’s invite link or code, your trainer is your service provider and HattaKatta is the platform (Terms §7A). This Refund Policy applies to you in the same way; because your trainer is paid per completed session, the refunds in sections 4 and 5 are available to you.
We respond to refund requests within 2 working days (within 24 hours under section 5).
Approved refunds are initiated within 5-7 working days, to the original payment method. Depending on your bank it may take a further 5-10 working days to reach you.
Use Help & Support in the app, or write to us through the Contact page with your registered email address and the date of payment.
Business details
Legal entity: Karan Gupta (sole proprietor)
Website: hattakatta.app
Operating address: Noida, Uttar Pradesh, India
Email: [email protected]
Phone: +91 99222 76345
GST: N/A (not GST-registered)