Refund and Cancellation Policy
Clause 8 of the Customer Terms of Service · Version 1.1 · Last updated 5 August 2026
This clause sets out the Platform's refund and cancellation policy and is in addition to your Statutory Consumer Rights.
8.1 How to cancel and the refund preview
You can cancel a Booking through the Platform. Before you confirm a cancellation, the Platform may display an estimated refund based on the applicable refund rules. The final refund amount is calculated when the cancellation is submitted.
8.2 Customer-initiated cancellations — time-tiers
The refund for a cancellation that you initiate depends on how far before the scheduled Lesson start time you cancel:
| Time of cancellation (before scheduled Lesson start) | Refund |
|---|---|
| 48 hours or more before start | 100% of the Total Paid |
| Less than 48 hours but 24 hours or more before start | 50% of the Total Paid |
| Less than 24 hours before start (including no-show — see clause 8.5) | 0% (no refund) |
8.3 Group Lessons that do not meet the minimum
If a Group Lesson is cancelled because it does not reach its stated minimum number of participants you will receive a 100% refund of the Total Paid for that Booking. Where possible, we may offer an alternative Lesson.
8.4 Cancellations by a Coach, a Partner Facility or by us
If a Lesson is cancelled by the Coach, the Partner Facility or TrySwim Global — you will receive a 100% refund of the Total Paid. Where reasonably possible, we may assist with rebooking, but rebooking is not guaranteed.
8.5 No-shows and late arrival
(a) No-show. If a participant does not attend the Lesson and the Booking was not cancelled in time under clause 8.2, no refund is due.
(b) Late arrival and grace period. A participant who arrives more than 10 minutes after the scheduled start time may be refused entry or allowed to participate for the remaining duration of the Lesson at the Coach's reasonable discretion, with no refund and no obligation to extend the Lesson.
(c) This clause 8.5 does not apply where the lateness or non-attendance is caused by the Coach, the Partner Facility.
8.6 How refunds are paid
(a) Approved refunds are made through the Payment Processor to the original payment method used for the Booking. We are not able to refund to alternative payment method.
(b) We will initiate approved refunds within 5 business days. The time for the refund to appear in your account then depends on the Payment Processor and your financial institution.
8.7 Failed or stuck refunds
If a refund cannot be processed automatically, please contact support@tryswim.my and we will work with the Payment Processor to complete the refund.
8.8 Chargebacks
Nothing in these Terms limits your right to dispute a charge with your bank or card issuer. We encourage you to contact us first so that we can attempt to resolve the issue promptly.
8.9 Fees outside this policy
Bank charges, currency-conversion costs or similar third-party fees that we do not receive may not be refundable, to the extent the law allows. Where the cancellation is under clause 8.3 or 8.4, or results from our error, we will make you whole for any such fees that we are able to control or recover.
8.10 Your statutory rights are preserved
This clause 8 is in addition to your Statutory Consumer Rights. Nothing in this clause limits any rights or remedies you may have under applicable consumer protection laws.
Questions about a refund, or a refund that has not arrived? Email support@tryswim.my.
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