1. 30-day money-back guarantee
On your first paid charge on any tier, we offer a full refund within 30 days, no questions asked. Email us, tell us you’re out, we refund. This applies once per gym account; it covers the first transition from Solo Mat (free) or from trial onto a paid plan.
2. Cancellation and ongoing refunds
You can cancel at any time from Settings → Billing → Cancel, or by emailing [email protected]. Cancellation is effective at the end of the current billing period — you keep access for everything you’ve already paid for.
Monthly plans
Monthly plans do not receive a partial-month refund after the 30-day guarantee window. You used the month; we keep the month’s fee. If a charge runs after you cancelled due to a billing race condition or system issue, email us and we’ll reverse it within 5 business days.
Annual plans
Annual plans receive a pro-rated refund for unused months if cancelled within the first 30 days of the most recent renewal. After 30 days into a renewal, annual fees are non-refundable except where required by law — but you keep access for the full year you’ve paid for and you can cancel auto-renewal at any time.
3. Member payments routed through Stripe Connect
When your members pay your gym, that money flows directly to your gym’s own Stripe account via Stripe Connect — not to MatCommunity. We never hold those funds. As a result:
- Refunds to your members for membership dues, drop-in fees, gear sales, etc. are between you and your member. You issue the refund from your Stripe dashboard (we surface a one-click refund button in the admin console).
- MatCommunity cannot refund a payment that didn’t come to us in the first place. We can help you operate the refund flow; we can’t reverse it on your behalf.
- Stripe’s processing fees on the original transaction are not returned by Stripe on refunds. That cost passes through to you.
4. What happens if your member count drops
MatCommunity tiers are billed per the cap you selected at signup (Academy ≤75, Black Belt ≤200, Affiliate ≤500, Network unlimited). If your active member count drops below your tier’s cap, we do not retroactively refund subscription fees. Instead, you can downgrade your tier at the next billing cycle from Settings → Billing. The new lower price takes effect at the next renewal.
5. How to request a refund
- Email [email protected] from the email on the account.
- Tell us the gym name and the reason (optional but helpful).
- We respond within one business day, usually faster.
- Once approved, Stripe processes the refund. It typically lands on your statement within 5 to 10 business days, depending on your bank.
6. Disputed charges
Please email us before filing a chargeback. We will resolve any legitimate billing issue within 5 business days. Chargebacks filed without prior contact may result in account suspension while we work it out with Stripe — that’s a function of how chargebacks interact with merchant accounts, not punitive policy on our side.