If you have reserved a spot for an activity, and you cannot go or no longer want to attend, be sure to cancel the booking. You can do so on the app or on our webpage.
If the booking was made on another platform, the cancellation of the booking must be processed from there.
If the cancellation notice period is not respected, the status of your booking will switch to "late"; if you do not cancel the booking at all, your booking will result in a "no show".
If you don't attend the class you'll receive a No-Show, you'll have to pay a fee and you'll lose a check-in at that partner's location.
If you can't attend the class, and cancel outside the cancellation notice period, you'll receive a Late Cancellation, you'll have to pay a lower fee, but no check-ins will be deducted from your membership.
The due fee for late cancellation is 5 Euros, and the fee for a no-show is 13 Euros. The amount will be deducted from your payment method seven days after the booked activity has taken place.
Since a no-show or late cancellation means that someone else cannot attend the course, and we make a payment to the partner location to avoid losses on the partner side, these fees are due to avoid booked places in the class remaining empty.
If you wish to appeal a no-show or cancellation fee, please open a ticket through our help center that the no-show or late cancellation was unavoidable due to certain circumstances (no one on-site at the location; course cancelled by partner location, tech issues).
We cannot waive a fee when you have not completed a check in using the Urban Sports Club app (you went to partner venue without your phone, without battery, without mobile data).
So please note that when visiting a partner, you need to check in correctly, by scanning the QR code. If you fail or forget to check in, you'll receive a No-show.
If you don't know how to check in please read this section: How can I check in?