Refund & Cancellation Policy

Every new studio starts on a free trial (14 days unless a different period is stated for your plan). No payment details are required to start the trial and no payment is taken during it.

If you do not subscribe before the trial ends, the account simply stops — there is nothing to cancel and nothing is charged. The trial exists so you can evaluate the platform without any payment risk.

You can cancel at any time, yourself, from the studio portal under Money → Subscription & Limits. You do not need to contact us or give a reason, and there is no cancellation fee or minimum contract term.

Cancellation takes effect at the end of the billing period you have already paid for. Your studio keeps full access until that date, and you are not billed again.

If you prefer, you can email info@pulsestudio.co.za from the account holder’s address and we will cancel on your behalf.

Subscriptions are billed monthly in advance in South African Rand. Because cancelling stops the next charge and leaves your access intact until the period ends, we do not refund the unused portion of a month that has already started.

We do refund in full where: you were charged after cancelling; you were charged more than once for the same period; or a technical fault on our side prevented you from using the service for a material part of the billing period.

If you believe you have been charged in error, contact us within 30 days of the charge and we will investigate and correct it.

Nothing in this policy limits any rights you have under the Consumer Protection Act or the Electronic Communications and Transactions Act.

Approved refunds are paid back to the original payment method used for the transaction, through the same payment provider. We cannot refund to a different card or account.

We process approved refunds within 5 business days. Depending on your bank, it can take a further 3–10 business days for the money to appear on your statement.

Pulse Studio is a digital service with no physical goods and no delivery. Access is granted immediately once a subscription payment is confirmed, and the studio portal and member app are available straight away.

Where a member pays their studio for classes, packages or memberships, the agreement for those services is between the member and that studio. The studio sets its own prices, class cancellation windows and refund terms, and decides whether a refund is due.

Depending on the studio’s setup, that payment is collected in one of two ways. Some studios connect their own merchant account, in which case the money settles directly with them and never passes through us. For other studios we collect the payment into the Pulse Studio account and pay the studio out, less any agreed fees, on the payout schedule agreed with that studio.

This affects who processes a refund, but not who decides one. Where the studio collected the payment directly, the studio issues the refund from its own account. Where we collected it on the studio’s behalf, we can issue the refund to the member’s original payment method on the studio’s instruction, or offset it against the studio’s next payout if it has already been paid out.

Members should raise refund and cancellation requests with their studio first — they hold the agreement and set the terms. If a studio has approved a refund and we hold the funds, contact us and we will process it.

Studios remain responsible for honouring their own published terms and for their obligations under South African consumer law. Funds we collect on a studio’s behalf are held for that studio and remitted to it; they are not ours.

If you are unhappy with a refund decision, reply to our response and ask for it to be escalated. We aim to acknowledge complaints within 2 business days and to resolve them within 15 business days.

Members with a complaint about a studio should raise it with that studio first, as they hold the agreement and the funds.

We may update this policy from time to time. The version in force is the one published on this page on the date of your transaction, and material changes are notified to studio owners by email or in the portal before they take effect.