Policies

How to Resolve a Booking Dispute (Disputes & Chargebacks)

Overview Movement Atlas aims to resolve payment disputes fairly and transparently. Whenever possible, contact Movement Atlas first—most issues can be resolved through the internal process within 5–10 business days (complex cases may take up to 15 business days). When you can file a dispute You may file a dispute if you believe one of the following occurred: - Unauthorised charges: A charge was made without your knowledge/consent, or after you cancelled a subscription or booking. - Service not delivered: You were charged for a class/session/service that wasn’t provided as described, was cancelled without a replacement or credit, or was otherwise unfulfilled. - Duplicate charges: You were charged more than once for the same transaction/booking/billing period. - Incorrect amount: The amount charged differs from the amount shown at purchase/confirmation. - Quality issues: The service was materially different from what was described, making it substantially unusable or inadequate. - Technical errors: A platform issue caused an unintended charge (for example, a failed transaction that was still billed, or a booking/payment error). How to file a dispute 30-day filing window Disputes must be submitted within 30 days of the transaction date. Disputes filed after 30 days may be ineligible unless exceptional circumstances apply (for example, delayed discovery of an unauthorised charge). What to include in your email Send the following: - Your registered email address and full name - The transaction ID/order reference number (from your payment confirmation email or billing history) - The date and amount of the charge - A clear description of the issue and why you’re disputing it - Supporting documentation (screenshots, booking confirmations, correspondence with instructors/businesses) Where to send it - Email: hello@movementatlas.com - Subject line: Payment Dispute - [Your Name] - [Transaction ID] You’ll receive an acknowledgement within 2 business days. What happens after you submit Movement Atlas follows this process: 1. Acknowledgement (1–2 business days): Confirmation of receipt and a case reference number. 2. Investigation (3–7 business days): Review of transaction records, platform logs, booking details, and communications. You (and/or the instructor/business) may be contacted for more information. 3. Resolution (typically 5–10 business days total): Most cases are resolved within 5–10 business days from filing; complex cases may take up to 15 business days. 4. Notification: You’ll receive the outcome by email, including an explanation and any remedial action. Possible outcomes Depending on the findings, Movement Atlas may provide one or more of the following: - Full refund (commonly for unauthorised charges, duplicate billing, or complete non-delivery) - Partial refund (when only part of the service was not delivered or was materially deficient) - Platform credit for future bookings/subscriptions (valid 90 days from issue; non-transferable) - Re-delivery of service (reschedule/re-provide at no additional cost, when feasible) - Denial with explanation if the charge is found valid and service delivered as described Refund timing - Approved refunds are processed within 5–10 business days. - Your bank/card issuer may take an additional 5–10 business days to post the refund. Appeals If your dispute is denied, you may appeal the decision within 14 days. If you file a chargeback with your bank A chargeback is when you dispute a charge through your bank/card issuer (or a payment provider such as PayPal) instead of resolving it with Movement Atlas. Contact Movement Atlas first Chargebacks often take 60–90 days to resolve. Movement Atlas’s internal process is typically faster (5–10 business days). Email hello@movementatlas.com before initiating a chargeback. What happens when a chargeback is filed - Your bank/card issuer notifies Movement Atlas’s payment processor (e.g., PayPal or Razorpay). - The disputed amount is temporarily withdrawn from Movement Atlas and held pending resolution. - Your Movement Atlas account may be flagged; access to certain features (including new bookings and purchases) may be temporarily restricted during the investigation. - Movement Atlas compiles evidence to respond. How Movement Atlas responds - Movement Atlas reviews the transaction and gathers evidence (booking confirmations, delivery records, platform logs, communications, and accepted terms). - If Movement Atlas believes the charge was valid, it submits a formal response (“representment”) with supporting documentation. - If Movement Atlas determines the chargeback is legitimate, it may accept it and funds will be returned to you. - The payment processor and your bank/card issuer make the final determination (typically 60–90 days). Friendly fraud (fraudulent chargebacks) Filing a chargeback for a legitimate transaction (for example, claiming a service was not received when it was) is considered friendly fraud. If Movement Atlas determines a chargeback was filed fraudulently or in bad faith, it may: - Suspend or terminate the user account - Seek recovery of the disputed amount plus chargeback fees - Report the incident to fraud prevention networks - Take legal action where appropriate Marketplace disputes (learner vs instructor/business) Movement Atlas is a marketplace connecting learners with instructors/businesses. Try resolving it directly first - Use the platform’s messaging system to attempt a direct resolution. Escalate to Movement Atlas If you can’t resolve it directly, either party may escalate by emailing hello@movementatlas.com with details. Movement Atlas will review the case impartially, considering booking records, communication logs, cancellation policies, and other relevant evidence, and will issue a determination within 10 business days (both parties will be notified). Instructor/business obligations - Services must be delivered as described in listings. - If an instructor/business cancels a session without providing a reschedule or alternative, the learner is entitled to a full refund for that session. - Repeated disputes or unresolved complaints may result in account review, suspension, or removal. If a dispute can’t be resolved (arbitration) If a dispute cannot be resolved through the internal process or direct communication, it will be resolved by binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules. - Seat: Wilmington, Delaware, USA - Language: English - Arbitrator: One mutually agreed arbitrator (or appointed per AAA rules) - Governing law: Delaware, USA (with non-waivable consumer rights preserved where applicable) - Class action waiver: Disputes must be brought individually, where permitted by law Contact - To file a dispute / general help: hello@movementatlas.com - Support: support@movementatlas.com - Mailing address: 8 The Green, Suite R, Dover, DE 19901, United States Movement Atlas responds to dispute-related inquiries within 2 business days.

Refund and Cancellation Policy (Subscriptions and Class Bookings)

Last updated: February 2026 Overview This policy explains: - How to cancel a Movement Atlas subscription and what happens after cancellation - When subscription fees are refundable (generally not) - How refunds work for marketplace bookings (classes/sessions/events booked through the platform) - How to request help or dispute a refund decision Subscription cancellation You can cancel your Movement Atlas subscription at any time: - From your account settings, or - By contacting hello@movementatlas.com After you cancel: - Your subscription stays active until the end of the current billing period (monthly or annual). - You keep full access until that date. - After the billing period ends, your account is downgraded and you lose access to premium features. - Export any data you want to keep before the subscription expires. Subscription refunds (software service) Subscription fees are non-refundable, except where mandatory consumer protection law requires otherwise. This applies to: - Monthly subscription fees - Annual subscription fees - Add-ons and upgrades - One-time setup/onboarding/customization fees (once the service has been initiated) Additional detail: - Monthly subscriptions: If you cancel mid-month, you keep access until the period ends, but no refund is issued for unused days. - Annual subscriptions: If you cancel mid-year, you keep access until the end of the 12-month period, but no partial/prorated refund is issued. EU/UK: 14-day cooling-off period If you are a consumer resident in the EU or UK, you may have the statutory right to withdraw within 14 calendar days of entering the contract. To exercise this right: - Email support@movementatlas.com - Use the subject line: “Cooling-Off Withdrawal” - Include your account email and order date Refunds (when applicable) are issued within 14 days to the original payment method. Note: If you consent to immediate provision of the digital service, the right of withdrawal may lapse once full performance has begun. Where withdrawal is exercised after partial performance, a proportionate amount may be retained. Marketplace booking refunds (classes, sessions, events) This section applies to payments made by end-users (students/customers) for classes, sessions, or events offered by businesses/instructors/studios on the Movement Atlas platform. Movement Atlas applies a standardized refund matrix across the marketplace. Standard booking refund matrix Cancellation window Refund Notes Cancel at or before the cutoff — 24h for group & workshop classes; 48h for 1:1 private 100% cash refund Refunded to original payment method within 5–10 business days . Cancel after the cutoff (late cancellation) 0% cash, 100% wallet credit Credit goes to your Movement Atlas wallet; valid 90 days and usable for any future booking. No-show (didn’t attend and didn’t cancel before cutoff) No refund, no credit (forfeit) Instructor is paid for the reserved slot. Attendance not recorded by the class provider No automatic cash refund Booking is marked complete when provider enters your completion code after class. In India (when you and provider are both in India), completion is recorded only through that code and payout isn’t released until entered. Elsewhere, if not entered, booking auto-confirms 3 days after class ends. Completion status is not a refund decision; if you believe a refund is due, raise a dispute (see “Disputes”). Operator-cancelled / platform downtime 100% cash refund If the operator cancels, or the booking couldn’t be honored due to platform downtime over 60 minutes during the booking window, a full refund is issued automatically. How cancellation time is measured - Cutoffs are measured from the scheduled class start time shown at booking, using the time zone of the class location. - Cancellations made in the app/web are timestamped server-side; the server timestamp is authoritative. Wallet credit rules Wallet credit issued under the matrix: - Expires 90 days from the date of issue - Can be applied to any marketplace booking - Is non-transferable - Is not refundable to cash and not exchangeable for currency, except where required by law Operator overrides Operators may offer terms more generous than the standard matrix (e.g., longer free-cancellation window). - Operators may not offer terms that are less favorable than the matrix. - Any operator-specific override is disclosed at booking and recorded against the booking. Disputes If you believe a refund decision is incorrect (for example, attendance was misrecorded): - Contact support@movementatlas.com within 14 days of the class. - Movement Atlas will investigate (including system logs and provider records) and respond within 5 business days. - While a dispute is open, automatic refund and payout execution for the booking is paused. - You may appeal within 14 days as described in the Dispute & Chargeback Policy. Refund timing - Cash refunds are returned to the original payment method within 5–10 business days. - The time for the refund to appear depends on your bank or card issuer. India consumer protection carveout Nothing in the marketplace section limits any non-waivable rights under the Consumer Protection Act, 2019 or other applicable Indian consumer law. Where Indian law provides a stronger remedy, that remedy applies. Exceptions (case-by-case) In addition to the rules above, refunds may be considered in limited circumstances: - Duplicate charges: If you were charged more than once for the same billing period or booking due to a system error, the duplicate charge will be refunded. - Service unavailability: If the service has downtime exceeding 72 consecutive hours due to issues on Movement Atlas’s end, a partial credit may be issued at Movement Atlas’s discretion. - Legal requirements: Refunds will be provided where required by applicable consumer protection law. Payment processing Payments are processed through Stripe and Razorpay: - Razorpay processes payments in INR when both you and the class provider are in India. - Stripe processes all other payments, including international and card payments. When refunds apply, they are processed back to the original payment method (typically within 5–10 business days). How to request help, cancellation, or a refund review Email is the fastest option. Include your registered email address, account name, and the reason for your request. - General email: hello@movementatlas.com - Support (refunds/disputes): support@movementatlas.com Mailing address: - 8 The Green, Suite R, Dover, DE 19901, United States Movement Atlas typically responds within 2 business days. Policy changes Movement Atlas may update this policy from time to time. Updates will be posted with a revised “Last updated” date. Continued use of the service after changes means you accept the updated policy.