Cancellation & Refund Policy

01. Membership Cancellation

• Cooling-Off Cancellation: If you purchase a membership online and wish to cancel prior to your membership start date or within 24 hours of purchase (provided you have not checked into the gym or utilized the facilities), you are eligible for a full refund minus a 5% administrative and payment gateway processing fee.
• Active Memberships: Once a membership has commenced or the member has checked into the facility, memberships are considered active and are non-refundable. Memberships cannot be prorated or terminated midway for cash refunds, as facility slots, capacity limits, and operational resources are reserved in advance.
• How to Submit a Request: All cancellation requests must be submitted in writing by emailing dna360fitness@gmail.com or in person at the DNA 360 front desk in Powai, quoting your registered Member ID and mobile number.

02. Membership Freeze / Suspension Policy

We understand that unforeseen life events, medical procedures, or extended travel may interrupt your routine. Rather than losing your membership tenure, active annual and semi-annual members may apply to freeze their membership under the following guidelines:

• Medical Pause: In the event of prolonged illness, fracture, or surgical recovery, memberships may be frozen for up to 60 days upon presenting a verified medical certificate from a registered medical practitioner.
• Travel Pause: Members with annual packages may request a single freeze of up to 30 days by providing advance written notice of at least 7 days before departure.
• Membership tenure will be extended corresponding to the exact duration of the approved freeze period.

03. Personal Training & Class Cancellations

• 24-Hour Rescheduling Notice: To cancel or reschedule a one-on-one Personal Training (PT) session or specialty class (Reformer Pilates, Spinning), members must notify their assigned trainer or the front desk at least 24 hours prior to the scheduled session.
• Late Cancellations & No-Shows: Cancellations made with less than 24 hours notice or unattended sessions will be charged and deducted as an attended session from your package balance.
• Trainer Unavailability: If your assigned trainer is unavailable due to sickness or emergency, DNA 360 will provide an equally qualified substitute trainer or reschedule the session at your earliest convenience without penalty.

05. Contact Us for Cancellations or Billing Inquiries

If you have any questions regarding your billing, payment transactions, or wish to request a cancellation or freeze, please get in touch with our billing desk: