Frustrating, and rare — but easy to resolve.

## What's happened

Someone has scanned your ticket as redeemed. Possible reasons:

- Test scan by host staff (genuine mistake)
- A friend you forwarded the ticket to scanned it without telling you
- Fraudulent reuse (someone got your QR — see below)
- System glitch (rare)

## What to do

**Contact the host directly.** Provide:

- Your name
- Your **short code** (`MNG-XXXX-XXXX`) — this is on your ticket email
- The date you bought it
- A brief note that the ticket shows as redeemed but you didn't use it

## What the host will do

1. Open your ticket in **Ticket Hub**
2. Check the **redemption history** — shows exactly **when** and **by whom** it was scanned
3. Decide based on context:
   - Genuine mistake → reissue you a new ticket
   - Forwarded → confirm with you whether to reissue
   - Fraud → flag for support team review

## Preventing reuse

- Don't share screenshots of your ticket online (the QR is a credential)
- Don't post the QR on social media — anyone can scan and use
- Forward the email if you mean to give the ticket away (better than screenshotting)

Contact the host — the redemption history shows when and who, and they can reissue.

My ticket says ALREADY REDEEMED but I never used it

MyNextGym is an **Australian gym + personal trainer marketplace**. Buyers find gyms, PTs, classes, and packs. Hosts list their business, sell to buyers, and grow.

## Who we serve

- **Members / buyers**: people looking for a gym, a trainer, a class, a trial pass, or a class pack
- **Hosts**: gym owners and personal trainers who want a discoverable profile + a way to sell

## How we make money

Two revenue streams, both transparent:

1. **Host subscription tiers** — Free / Paid / Featured
2. **5% platform fee** on paid sales (events, products, subscriptions)

See [How fees work](/help/how-fees-work) for the full breakdown.

## What we're NOT

- **No ads:** on user-facing pages, we don't sell user attention to third parties
- **No data resale:** host and member data is never sold
- **No exclusivity:** hosts can list anywhere; we don't lock them in

## How we're different

| | MyNextGym | Aggregator sites |
|---|---|---|
| Lead handling | Goes direct to host | Often gated behind paid leads |
| Profile control | Host owns it | Often template-locked |
| Selling | Built-in commerce | Usually directs to host site |
| Fee model | Transparent + low | Often hidden % or per-lead |

## Our team

Independent, Australian-owned, small team. No external investors dictating priorities. Built for AU first.

What we are, who we're for, how we make money, and how we're different.

About MyNextGym

**Short answer: no.**

MyNextGym uses guest-style checkout — no account creation required to buy events, products, or trial passes.

## What we ask for

At checkout, you provide:

- Name
- Email
- Phone (for the host to contact you about your booking)

That's it. No password to set, no profile to fill.

## What happens to your details

- Sent to the **host** so they can deliver the service
- Receipt + ticket land in your **email**
- Subscription management handled via the **Stripe Customer Portal** (also no password needed — magic link from your receipt email)

## Why no account?

We don't want friction. Most buyers buy once or occasionally — making them sign up + verify + login adds dropout without much benefit.

## What you DO miss without an account

- A central "my purchases" history page (currently you find purchases by searching email)
- Single login across multiple hosts (currently each subscription is independent)
- Saved payment methods across purchases (Stripe handles this within each subscription)

There's no buyer account / dashboard — the email-as-identifier model keeps things simple.

## Marketing opt-in

You'll see a tickbox: **"Yes, I'd like updates from {host}"**. This is the host's mailing list — opt in if you want their newsletter, leave it unticked if not.

We never auto-opt-in or share your address with anyone you didn't tick to hear from.

No — checkout is guest-style. You give your email at the time of purchase; that's it.

Do I need an account to buy?

## Find the event

1. From a gym/PT profile → scroll to **Events**
2. Or search via the events tab on the home page
3. Click into the event for full details

## Free RSVP

1. Click **Reserve a spot**
2. Enter your name, email, phone
3. Tick the marketing opt-in if you want host updates
4. Submit
5. **Done.** You'll get a confirmation email with the event details and a **QR ticket** (if ticketing is enabled)

## Paid ticket

1. Click **Book ticket** (or **Buy tickets**)
2. Pick quantity (1-10) if multi-quantity is enabled
3. Enter your details
4. Click **Continue to payment**
5. Stripe Checkout opens — enter card details
6. Pay → redirected back to MyNextGym → **confirmation page**
7. **Ticket email** lands within 1 minute (if ticketing is enabled)

## Multi-ticket buying

If you buy 3+ tickets, you'll be asked: "Send all to me?" or "Different recipient per ticket?". Picking per-recipient lets you enter each attendee's name + email so they get their own ticket directly.

## At the door

Show your **QR code** or read out your **short code** (`MNG-XXXX-XXXX`). Staff scans → green flash → you're in.

> **Note: Not all events have tickets:** Some hosts my opt for no ticket, meaning that they will simply use your email confirmation on the day to keep it simple.

> **Lost the email?** Check spam, then [contact the host](/help/didnt-get-ticket-email) — they can resend to your corrected address in seconds.

Free RSVPs and paid tickets — the full booking flow from search to ticket email.

How to book an event

Products on MyNextGym include class packs, free trial passes, day passes, and recurring memberships.

## The flow

1. From a gym/PT profile → scroll to **Products**
2. Click into the product for full details
3. Click **Buy** (or **Claim** for free trials)
4. Enter your name, email, phone
5. **If paid**: Stripe Checkout opens → enter card details → pay
6. **If free**: submit goes through immediately
7. Confirmation page + email + (if applicable) ticket email arrive within 1 minute

## Free vs paid vs subscription

| Type | Pays now? | Recurring? | Ticket? |
|---|---|---|---|
| Free trial | No | No | Yes (if host enables) |
| One-time paid | Yes (once) | No | Usually (if host enables) |
| Subscription | Yes (each period) | Yes | No |

## Subscriptions — extra steps

When you sign up, you also get a **Stripe Customer Portal** link in the email. Use it to:

- Cancel any time (keeps you active until end of period)
- Update payment card
- Download invoices

No MyNextGym account needed for any of this.

## After purchase

- **Class pack / multi-pass**: take your QR code or short code to the gym to redeem - if there is a ticket it will allow multiple redemptions
- **Subscription**: usually managed by the gym/PT directly (door access, app, in-person check-in)
- **Free trial**: bring your email confirmation / QR / short code to your trial visit

One-time, free trial, or recurring subscription — the buy flow walked through end-to-end.

How to buy a product

Most events let you buy **1-10 tickets** in one transaction. Two delivery options.

## Option A — Send all to me

Default when you buy 1 ticket. All tickets land in YOUR inbox.

Use this when:
- You're attending with friends and bringing the printouts
- You want to manage all the QRs centrally
- You haven't got everyone's email yet

## Option B — Different recipient per ticket

Available when you buy 2+ tickets.

1. Pick quantity (e.g. 4)
2. Tick **Different recipient per ticket**
3. Enter each attendee's **name** and **email**
4. **Row 1 = the buyer** (you) by default — but you can change
5. Pay → each recipient gets their own ticket email directly

Use this when:
- Group of friends each want their own QR
- Buying for family members at different addresses
- Office team purchase where each person manages their own

## Refunds for multi-purchases

The host can refund tickets individually.

## Limits

- Min 1 ticket
- Max 10 per transaction
- Need more? Make multiple purchases, or contact the host directly

Buy up to 10 tickets in one purchase, optionally with a different recipient per ticket.

How to buy tickets for a group or for someone else

## What to show

Your ticket email contains:

- A **QR code** — large, easy to scan
- A **short code** like `MNG-XXXX-XXXX` — backup if QR scanning fails
- Your **name** as the attendee
- The **event details** (date, time, location)

## At the entrance

1. Open your ticket email on your phone
2. Show the QR to the door staff
3. They scan with their phone camera
4. Green flash → you're in

## If the QR won't scan

- **Brightness up** — phone screens dim in sunlight
- **Read out your short code** — staff can validate manually
- **Last resort** — give your name; staff can search the attendee list

## Name-on-ticket policy

The **attendee name** on the ticket is what staff check against ID for paid events. If you bought a ticket for a friend, make sure the **recipient's name** was entered at checkout (not yours) — otherwise they may be turned away.

## Multi-pass tickets

If you bought a 5-class pack, the same QR works for **all 5 redemptions**. Show it each time. After 5 scans, it stops working.

## Multi-quantity tickets

If you bought 4 tickets and chose **Send all to me**, you'll have **4 separate QRs** in your email — one per attendee. Make sure each person scans their own at the door.

Show your QR or read out your short code — most events take 15 seconds at the entrance.

How tickets work at the door

Bought a 5-class pack or 10-pack pass? Here's how it works at the door.

## The basics

- One ticket email → one QR code → **N redemptions**
- The same QR works for each visit (no need to re-buy)
- The host's Ticket Hub tracks your visits as **Used X/N** (e.g. "Used 3/5")

## At the door

1. Show your QR (same one every time)
2. Staff scans → green flash → admitted
3. Counter ticks up by 1

## Knowing how many visits you have left

Your ticket email (the original one) has a counter at the top — but it's static. The host's portal has the live count.

To check live count:

- Ask the staff at scan time ("how many do I have left?")
- Or contact the host


## Expiry

Multi-pass tickets expire **N days from purchase** (typically 90 days). Check your ticket email for the exact expiry date.

## After the last visit

Status flips to **Redeemed**. The QR stops working. You'll need to buy a new pack for further visits.

## Lost or accidentally over-counted?

Talk to the host — they can see the **redemption history** (each scan logged with timestamp). Honest mistakes get fixed via reissue.

Class packs and multi-redemption tickets — the same QR works for N visits.

How multi-pass tickets work

## Steps

1. Find the gym or PT profile via search
2. Click the **Enquire** button (sidebar)
3. Fill in: name, email, phone, message
4. Submit

## What happens next

- The host gets an **email notification** instantly
- Most hosts reply within **a few hours** (under 24h is the norm)
- Their reply goes directly to your email — you can continue the conversation there

## What to write in the message

Keep it short and specific:

- **What you're looking for** ("6-week strength plan", "Saturday yoga class", "6am gym access")
- **A constraint or preference** ("I'm a beginner", "after work hours", "$X budget")
- **A question that needs an answer** ("Do you offer trial sessions?", "What's your hourly rate?")

## What NOT to write

- A long life story (save it for the consult call)
- Demands for free stuff
- Multiple unrelated questions (pick the most important)

## If you don't hear back

- Check spam — their reply might be filtered
- Wait 48 hours then try the **phone number** on their profile
- If still nothing, try a different listing — silence usually means they're overwhelmed or no longer active

## Privacy

The host sees the contact details you submit. We don't share these with anyone else. See [Privacy Policy](/help/privacy-policy-explained).

The Enquire button on every profile — quickest way to ask about pricing, classes, trials.

How to contact a gym or PT

## Steps

1. Open any marketing email from MyNextGym or a host
2. Scroll to the bottom
3. Click **Unsubscribe**
4. Confirm on the page that opens

Done — you'll stop receiving marketing from that sender within 24 hours.

## What stops

- Newsletter / promotional emails from the specific host
- New event announcements you'd opted into
- Win-back / re-engagement emails

## What KEEPS coming

Transactional emails — these aren't marketing, they're records of your activity:

- Booking confirmations + ticket emails
- Receipts (Stripe)
- Refund notifications
- Cancellation notifications
- Account / password reset emails

These can't be unsubscribed from — they're legally required and operationally necessary.

## Unsubscribing from one host vs all

- Most marketing emails unsubscribe you from **just that host**
- MyNextGym-wide announcements have a separate unsubscribe link for the global newsletter

## Re-subscribing

No magic link — you'll need to re-tick the marketing opt-in box next time you book or RSVP for an event.

## Privacy

Unsubscribe is honoured immediately on our backend; the 24-hour window is for already-queued emails to clear. After that, you're off the list.

Unsubscribe link at the bottom of every marketing email — transactional emails keep coming.

How to unsubscribe from marketing emails

Closely related to [How to contact a gym or PT](/help/contact-gym-or-pt). The contact form IS the enquiry form. This article focuses on **what to ask** to get a useful reply.

## What to enquire about

### Pricing details

- "What's the per-week / per-session rate?"
- "Are there sign-up or joining fees?"
- "Do you offer discounts for students / pensioners / couples?"

### Service fit

- "I'm a beginner — do you have classes for my level?"
- "I want to focus on strength — do you specialise in that?"
- "I need to fit gym around shift work — are you 24/7?"

### Trial availability

- "Do you offer a free trial class?"
- "Can I have a tour before signing up?"
- "Is there a casual rate so I can try before committing?"

### Logistics

- "Do you have parking?"
- "What's the female-only space situation?"
- "Is there childcare?"

## What NOT to ask

- A long life story (save for the consult)
- 5 unrelated questions in one message — pick the most important
- "What can you offer me?" — too vague to answer; be specific

## Custom-fields questions

Many PT profiles add custom enquiry fields (goal, experience level, budget). These help the trainer pre-qualify you so the first reply is more useful — fill them in honestly.

## What to expect back

- Within a few hours from active hosts
- A direct reply to your email — no need to log back in
- Often an offer to jump on a 15-minute call to chat further

If no reply within 48 hours, try the host's phone number on their profile, or move on — silence usually means they're overwhelmed or no longer active.

Use the Enquire button on a profile, ask one specific question — most hosts reply within hours.

How to enquire about services

## The basic flow

1. Land on [www.mynextgym.com.au](https://www.mynextgym.com.au)
2. Type a **postcode or suburb name**
3. Choose **Gyms** or **Personal Trainers** (the toggle at the top)
4. Apply optional filters (amenities, specialties, member offers, radius)
5. Browse results

## Radius

- Default radius: **5 km** from your postcode
- Adjust the radius slider to widen (up to 20 km) or narrow (down to 1 km)
- Results sorted by distance, closest first

## Filters

### For gyms and personal trainers

- **Amenities** — pool, sauna, 24/7, free weights, group classes, etc.
- **Member offers** — only show gyms/PTs with active discounts/promotions
- **Specialties** — strength, HIIT, fat loss, mobility, rehab, online coaching, etc.

### Both

- **Featured first** — Featured tier listings appear at the top
- **Free + Paid** appear below Featured, sorted by distance

## Tips

> **Use specialty filters for PTs** — generic searches return everyone in a 10 km radius. A specialty filter cuts that to the trainers who actually do what you need.

- Try multiple suburbs if you live between several
- Wider radius for less-dense areas, narrower for inner-city

Postcode-based search with amenity / specialty filters. Here's how to use it.

How search works

## The basic flow

1. Visit [www.mynextgym.com.au](https://www.mynextgym.com.au)
2. Switch the toggle from **Gyms** to **Personal Trainers**
3. Type your **postcode or suburb**
4. (Recommended) Tick a **specialty** filter — strength, weight loss, mobility, etc.
5. Browse results

## How results are sorted

Within a postcode, you'll see PTs in this order:

| Order | Type | Notes |
|---|---|---|
| 1 | Featured | Top-tier sponsored placement |
| 2 | Local (in your postcode) | Sorted by distance |
| 3 | Service-area | PTs who travel to your suburb |
| 4 | National / Online | Coach you remotely from anywhere |

## Online + travelling PTs

If you don't need in-person, **Include Online PTs** filter is **ON** by default — this surfaces Australia-wide trainers who specialise in online coaching. Many PTs work hybrid (in-person near home + online for distant clients).

If you want to exclude Online results then untick the **Include Online PTs** filter.

## What to filter for

- **Specialty** — what you actually need (rehab, fat loss, strength, sports specific)
- **Member offers** — only show PTs with intro discounts / consultations

## Once you've shortlisted

Click **Enquire** to send a quick message. Most PTs reply within hours. A 15-minute call usually settles whether the fit is right.

Search PTs by postcode plus specialty filters — also covers online and travelling trainers.

How to find a personal trainer near you

## Where amenity filters live

On the search results page (after typing your postcode), the **Filters** panel sits on the left.

## What's in there

| Amenity | Worth filtering for if... |
|---|---|
| **Pool** | You want to swim laps |
| **Spa / sauna** | Recovery is part of your routine |
| **24/7 access** | You train at odd hours |
| **Free weights** | Powerlifting / serious lifting |
| **Cardio** | Running, biking, ergs are core |
| **Group classes** | You like the energy of class formats |
| **Boxing / MMA** | Looking for fight gym vibe |
| **Yoga / Pilates** | Mind-body focus |
| **Parking** | Drive, want to avoid street parking |
| **Showers / lockers** | You train before/after work |
| **Childcare** | Need to bring kids |
| **Café** | Want a hangout vibe |

## How matching works

Filters are **AND** — tick three, only gyms with all three show up. Be selective; ticking everything narrows results to almost nothing.

## If you don't see what you want

Unfilter and look at gyms with the most reviews + photos. Email the gym directly if a specific amenity matters — many gyms have things they don't tag (e.g. dedicated stretch space).

Tick the things you actually need — pool, sauna, 24/7 access, free weights, etc.

How to filter by amenities

## The flow

1. Visit [www.mynextgym.com.au](https://www.mynextgym.com.au)
2. In the search bar, switch the toggle from **Gyms** / **PTs** to **Events**
3. Type your **postcode or suburb**
4. Filter by:
   - **Date range** (this week, this month, custom)
   - **Specialty** (yoga, HYROX, BJJ open mat, etc.)
   - **Free / Paid**
5. Browse results, sorted by date (soonest first)

## Types of events you'll find

- **Group classes** — group classes hosted by gyms/pt's
- **Group challenges** — HYROX, CrossFit competitions, charity events
- **Group specialty classes** — yoga, mindset, breathwork

## Saving events for later

No bookmarking system yet — for now, copy the URL into your calendar or notes. Roadmap item.

## Notifications for new events

If you've ticked **marketing opt-in** when booking past events, the host can email you about new events. We don't send a global "new events near you" digest yet — also roadmap.

> **Tip:** Some gyms host monthly free trial classes. Filter for **Free** + your suburb to find a no-risk way to sample a new gym.

Filter events by suburb, specialty, and date — discover open mats, cert workshops, fitness events.

How to find events near you

Every listing on MyNextGym is one of two states:

| State | What it means |
|---|---|
| **Claimed** | The business owner has signed up, verified their identity, and actively manages the page |
| **Unclaimed** | We sourced the info from public data (Google Maps, government registers, social media); no owner is logging in |

## Telling them apart

A claimed listing usually shows:

- A polished hero image (not a Google Street View grab)
- A description in the owner's voice
- Up-to-date opening hours, current pricing, active member offers
- Direct contact via the **Enquire** button

An unclaimed listing typically has:

- A plain street-view photo or a generic image
- A short, factual description
- No active offers
- Sometimes outdated hours or prices

## What's reliable on unclaimed listings

- **Address + suburb** — almost always correct
- **Business name** — usually correct
- **Contact number** — usually correct (but call to confirm)

## What's less reliable

- **Opening hours** — may be stale
- **Photos** — generic / sourced
- **Pricing + amenities** — best-effort but not owner-confirmed

## For business owners

If this is YOUR business, please [claim it](/help/claim-your-listing) — takes 24 hours and gives you full control.

Unverified means no business owner has claimed the listing — info may be out of date.

Why some listings show "Unverified"

> **Your purchase IS recorded.** The email failure is just a delivery issue — your money isn't lost, your ticket isn't lost, you don't need to repay.

## 1. Check spam / promotions tabs

By far the most common cause. Search your inbox for:

- The host's name
- The event or product title
- `noreply@mynextgym.com.au` (our sender address)

If you find it in spam, mark it **Not spam** so future emails land properly.

## 2. Check the email address you used

Did you typo your email at checkout? Common typos:

- `gmial.com` instead of `gmail.com`
- `hotmial.com` instead of `hotmail.com`
- Missing TLD (`gmail` instead of `gmail.com`)

If yes → contact the host. They can resend to the corrected address from their portal.

## 3. Contact the host

Find the host's contact info on their profile. Message them with:

- Your name
- Approximate date / time of purchase
- The event or product you booked
- The email address you typed at checkout

They'll look you up in their Ticket Hub and resend (to the right email).

Three things to try: spam folder, email typo check, contact the host.

I didn't get my ticket email

Refunds on MyNextGym are at the **host's discretion** — they decide their own refund policy.

## Step 1 — Contact the host

Find their contact details on their profile. Message them with:

- Your name
- The product / event you booked
- The date of purchase
- Your reason for asking (changed plans, can't attend, dissatisfied)

Most hosts respond within 24 hours.

## What hosts can refund

- The **full ticket / product price**
- Refunds hit your card 5-10 business days later (Stripe's standard)
- The 5% MyNextGym platform fee is **not refunded** — but the host bears that cost, not you

## What hosts CAN'T refund (without our help)

- Older subscription charges (most recent only via standard flow)
- Multi-quantity purchases where you only want SOME tickets refunded

For those edge cases, the host can use [Contact Support](/about#support) and we handle manually.

## When MyNextGym steps in

We don't override host refund policies, but we DO intervene if:

- The host is unresponsive for 7+ days
- There's a clear platform error (double-charge, wrong product delivered)
- Fraud is suspected

use [Contact Support](/about#support) with: your transaction details and we'll investigate.

Contact the host directly — refund policy is up to them; we don't intervene unless something's wrong.

I need a refund

When a host cancels an event, the platform handles refunds automatically.

## What happens

1. Host cancels the event in their portal
2. **Cancellation email** sent to all attendees with the host's reason (if provided)
3. **Automatic refund** issued via Stripe
4. Refund hits your card **5-10 business days** later
5. Your ticket flips to **Voided** status

## What you need to do

**Nothing.** It's all automatic. You'll see:

- Cancellation email immediately
- Stripe refund email when the refund is initiated
- Money back on your card 5-10 days later

## What if I don't get the refund email?

Check spam first. If still nothing after 24 hours, contact the host directly. They can verify the refund went through their Stripe.

## What if my card has been closed/replaced?

Stripe handles this — the refund routes to the new card via your bank's clearing system. No action needed unless you've fully closed the bank account, in which case contact your bank.

## Free events

No money to refund — you'll just get the cancellation email. Your RSVP is removed automatically.

## Recurring events

If the host cancels **one occurrence** of a recurring series, only that occurrence is refunded. The rest of the series continues normally.

Auto-refund kicks in within 5-10 business days — and your ticket is voided automatically.

My event was cancelled, what now?

## Quick answer

**Forward your ticket email to your friend.** They can show the QR / short code at the door, and it'll work.

## Caveats

- The **attendee name** on the ticket stays as YOU. For paid events, staff may check ID against the name.
- For **strict events** (training certifications, age-gated, women-only) — the host needs to update the name first or they'll turn your friend away.

## Best practice — ask the host to reissue

1. Email or message the host
2. Say: "I bought ticket {short code} for {event}. I can no longer attend — can my friend {name} go in my place?"
3. The host can use the **Reissue** flow in their portal — voids your ticket and sends a fresh one to your friend's email with a new QR code (typically 2 minutes)

## Multi-pass tickets — splitting

If you bought a class pack (e.g. 5-class pack) and want to share the remaining entries with a friend or family member:

- Ask the host to use the **Split** flow in their portal — they can carve the remaining N entries across multiple new tickets, each with their own attendee + email
- Example: 5-pack with 3 used → split the remaining 2 into a 1+1 (you keep one, your friend gets one) or any other split
- Each recipient gets their own QR; the original ticket is voided

## Subscription products

Not transferable. The buyer's name is tied to the recurring billing. Cancel and have your friend sign up fresh.

## What we don't support yet

- **Self-service** transfer (you have to ask the host today; they have a one-click Reissue / Split flow)
- Resale marketplace (not planned)

Email forwarding works — but contact the host first if the event has name-on-ticket policy.

I want to transfer my ticket to a friend

Found a listing with wrong info (closed business, wrong price, wrong amenities)? Let us know.

## Steps

1. Open the listing
2. Scroll to the bottom of the sidebar
3. Click **Report an issue**
4. Pick the issue type:
   - Pricing is incorrect
   - Address is wrong
   - Amenities are incorrect
   - Opening hours are wrong
   - Contact info is incorrect
   - Gym is permanently closed
   - Duplicate listing
   - Other
5. Add a brief note with your evidence ("Closed since 2024", "Price is now $40/wk not $30", etc.)
6. Submit

## What we do

1. Review your report (usually within 48 hours)
2. **For verified listings**: contact the owner asking them to update or confirm
3. **For unverified listings**: update the data ourselves if your evidence is clear (Google review, news article, gym's own website)
4. **For duplicates / closures**: hide or delist

## What we DON'T do

- Penalise the host without contacting them first (in case the report is mistaken)
- Share your contact details with the host
- Use reports for anything other than data quality

## False reports

We ignore reports that look malicious (e.g. competitor sabotage). Patterns we watch for: same reporter targeting one host repeatedly, reports without evidence, reports timed to undermine a sale.

> **For owners**: if you receive an erroneous report flagged in your portal, you can dispute it via [Contact Support](/about#support).

Use the Report button on a listing — we review and contact the host or update it ourselves.

How to report an inaccurate listing

If you're the owner of a business that's been listed on MyNextGym **without your consent**, we'll remove it.

## When this applies

- Your business is permanently closed and the unclaimed listing is misleading new buyers
- Your business is rebranded / relocated and the old listing causes confusion
- The listing was created in error (business is not legitimate)

> **Note**: Valid gym, studio and PT businesses are sourced from public information and will not be removed unless the listing meets one of the above criteria.

## How to request removal

[Contact Support](https://www.mynextgym.com.au/about#support) with:

- The listing URL
- A brief reason (closed, rebranded)
- **Proof of ownership** — one of:
  - Email from a domain matching the business website (`you@yourgym.com.au`)
  - ABN search showing you as a director / sole trader
  - Statutory declaration (rare; only if neither above is available)

## Processing time

- **Verifiable cases** (clear ownership match): 24 hours
- **Edge cases** (joint owners, brand splits, multiple claimants): 5-7 days

## What gets removed

- Listing fully delisted from search
- Profile page shows a 404 (not a redirect)
- Old URLs go dead — bookmarks return 404
- All associated data (RSVPs, leads) anonymised within 14 days

## What you keep

- Your data is deleted, not retained
- Refunds for any in-flight transactions handled per host's policy (or by us if the host is unresponsive)

## Note for buyers

If you're a BUYER and want a listing removed (e.g. you don't like a gym), that's a different request — we won't delist a legitimate business at a buyer's request. Use [Report an issue](/help/report-inaccurate-listing) instead.

For business owners of an unclaimed listing — we'll remove it on request with light proof.

How to request a listing be removed

Your subscription is managed via the **Stripe Customer Portal** — a Stripe-hosted page where you can cancel, update card, and download invoices.

## How to access

In your **product subscription** confirmation email — the one you got when the subscription started — look for a button labelled **Manage Subscription**.

(One-off purchases and event ticket emails don't include this button — they're not recurring, so there's nothing to manage.)

Click it → you're taken straight to the portal, authenticated as the email on file. **No password required.**

## What you can do

- **Cancel subscription** — at end of current billing period; you keep access until then
- **Update payment method** — swap card, add backup
- **Download invoices** — for tax / reimbursement
- **Update billing email** — separate from your MNG account email

## What you CAN'T do in the portal

- Change the subscription product or pricing tier (cancel + re-subscribe instead)
- Pause the subscription (unless the host enabled this in Stripe)
- Change billing interval mid-subscription

For any of these, contact the host directly.

> **Lost the link?** Every Stripe receipt email contains the same link in the footer. Find any past receipt to access the portal.

Cancel, update card, download invoices — all via the Stripe Customer Portal link in your email.

How to manage your subscription

## Steps

1. Find your **product subscription confirmation email** — the one sent when the subscription started
2. Click **Manage Subscription** — opens the Stripe Customer Portal
3. Click **Cancel subscription**
4. Confirm

## When the cancellation takes effect

- **End of current billing period** (not immediately)
- You keep access to whatever the subscription covers until then
- No further charges

## What you DON'T get

- Refund of the period you've already paid for (you keep access for those days; that's the trade)
- Refund of past periods

## Reactivating

If you change your mind before the period ends, click **Renew subscription** in the same Customer Portal — cancellation reverses, no further action.

## After cancellation

Once the period ends, the subscription is **fully cancelled**. To restart, sign up again from the host's product page — same flow as the original purchase.

> **Lost the email link?** Any Stripe receipt for this subscription contains the same Customer Portal link in the footer. Find any past receipt and you're in.

Cancel any time from the Stripe Customer Portal — you keep access until end of period.

How to cancel a subscription

Stripe generates a downloadable receipt + tax invoice for **every** paid transaction on MyNextGym.

## For one-off purchases

1. Find the **receipt email** Stripe sent at the time of purchase (subject usually starts "Receipt from...")
2. Click **View receipt** in the email
3. The hosted receipt page has two buttons: **Download receipt** and **Download invoice**
4. Both are PDFs — save / forward as needed

## For subscriptions

1. Find your subscription's **purchase confirmation email**
2. Click **Manage Subscription** → opens Stripe Customer Portal
3. **Invoice history** section shows every charge
4. Click **Download** on any invoice for the PDF

## What's on the invoice

- Sale date + amount
- Seller name (the gym or PT's business name)
- ABN (if seller is GST-registered)
- GST line (if applicable)
- Your billing details

Useful for: **tax returns**, **reimbursement**, **accounting records**.

## Lost the receipt email?

Ask the host. They can resend the Stripe receipt to your email from their portal in two clicks — see [How to fix a buyer's email typo](/help/fix-buyer-email-typo) for the same flow.

All paid purchases generate downloadable PDFs — from Stripe Customer Portal or any receipt email.

How to download your invoices and receipts

## Steps

1. Find your **subscription confirmation email**
2. Click **Manage Subscription** — opens the Stripe Customer Portal
3. Click **Payment methods**
4. Click **Add new card** — enter details
5. (Optional) Set the new card as **default**
6. (Optional) Remove the old card

## When the new card is used

- **Next billing cycle** uses the new card
- Pending charges already in flight stay on the old card
- If a charge fails, Stripe retries on the new card

## Multiple cards

You can keep more than one on file:

- Set one as **default**
- Other cards are **backup** — used automatically if default fails

Useful for travel-card-then-real-card situations.

## Common issues

### "My card is declined when adding it"

- Check expiry date
- Confirm sufficient credit / balance for a $0 verification charge (Stripe sends $0 to test the card; some banks block this)
- Some debit cards need "online purchases" enabled by your bank

### "I don't see the Customer Portal link"

Every Stripe receipt for the subscription contains the same link in its footer. Find ANY past receipt for this subscription — the link works.

## Privacy

Card details are held by Stripe, never by MyNextGym. We can't see your card number, expiry, or CVC.

Swap the card on file for any active subscription via the Stripe Customer Portal.

How to update your payment card

Cancelled your subscription? Here's exactly what happens next.

## Timeline

| When | What |
|---|---|
| Right now | Cancellation confirmed; no further charges scheduled |
| Until end of current period | You keep full access |
| End of current period | Access ends; subscription marked complete |
| Forever after | No charges, no auto-renewal, no surprise reactivation |

## What you DON'T get

- A refund for the days you've already paid for (you keep access for those days; that's the trade-off)
- A refund for past months
- An automatic restart of the subscription later

## Reactivating

### Before your current period ends

Undo by clicking **Renew subscription** in the Stripe Customer Portal. Your sub resumes as if you never cancelled.

### After your current period ends

Sign up again from the host's product page — fresh start, fresh billing date.

## What stays

- Your **purchase history** — you can still find old receipts in your email
- The host's records of you as a past customer (helpful for them to recognise you)

## Common questions

### "My card was charged after I cancelled"

Likely the charge was scheduled before cancellation. Check the date — if it's after the cancellation date, contact the host or [our support team](/about#support).

### "I want to switch plans, not cancel"

Most hosts: cancel + re-subscribe to the new tier. Some hosts offer in-app plan switching — check the Stripe Customer Portal.

Access continues until end of period; no refund for time already paid; restart any time.

What happens when your subscription is cancelled

Most disputes are between buyer and host — we step in only when needed.

## Buyer-host disputes

### Flow

1. **Buyer contacts host directly** — fastest resolution path
2. If unresolved after **5 days**, buyer uses [Contact Support](/about#support)
3. We **mediate** — review both sides, suggest a fair resolution
4. If still unresolved, buyer can escalate to:
   - **Stripe** (chargeback via card issuer)
   - **ACCC** (consumer affairs)

### What we look at when mediating

- Was the service delivered? (Was the event held? Was the trial honoured?)
- Did the host's terms cover the situation? (Refund policy posted upfront?)
- Is the buyer's complaint reasonable + specific?

### What we DON'T do

- Override host pricing or refund decisions for legitimate transactions
- Force a host to refund for buyer's-fault issues (forgot to attend, changed mind after policy window)
- Take sides without giving both parties a chance to respond

## Stripe chargebacks

If a buyer files a chargeback with their card issuer instead of contacting the host:

- The host is **notified by Stripe** + has the chance to respond with evidence
- Stripe (not MyNextGym) decides the outcome
- If Stripe sides with the buyer, the funds plus a **dispute fee** (~$15-25) come out of the host's balance
- The host can appeal once

## Listing accuracy disputes

Use [Report an inaccurate listing](/help/report-inaccurate-listing). Different flow.

## Account / billing disputes (host-side)

use [Contact Support](/about#support). We'll review your billing history and clarify or correct.

Buyer-host disputes go to the host first; we mediate if it stalls. Refund disputes go to Stripe.

How disputes are handled

We do less hand-holding than enterprise platforms but more than a Yellow Pages listing. Here's our model.

## What we verify

| Listing type | Verification |
|---|---|
| Gym (claimed) | Owner contact + phone match, business existence check |
| Gym (unverified) | Sourced from Google Maps; address + name only |
| PT (claimed + verified badge) | Cert III/IV uploaded + insurance certificate + ID match |
| PT (claimed but no badge) | Owner contact match; quals not yet provided |
| PT (unverified) | Rare — usually all PT listings are claimed |

## What the badges mean

- **Verified** (green) — claimed + checked + (for PTs) qualifications confirmed
- **Unverified** (grey) — sourced from public data, owner hasn't claimed
- **No badge** — claimed listing without the verification step (PTs only)

## Reporting safety concerns

### Listing problems (wrong info, suspected fake, closed business)

→ [Report an inaccurate listing](/help/report-inaccurate-listing)

### Behaviour problems (host harassment, spam, dodgy practice)

use [Contact Support](/about#support) with::
- The listing URL
- A description of what happened
- Screenshots if applicable

We review and act within 48 hours. Possible outcomes: warning to the host, suspension, ban from the platform.

### Safety concerns at the venue (injury, harassment by staff)

- **Immediate**: contact local emergency services / police
- **Then**: report to us so we can flag the listing and prevent re-occurrence with other buyers
- **Civil action**: contact a lawyer; we provide records (RSVP, transaction) to support a case

## What we DON'T do

- Run police checks on hosts (not within our scope)
- Inspect physical premises
- Verify insurance is currently in force (we check at upload + on cert renewal date)

## Privacy of reporters

- Reports about a listing aren't shown to the host
- We share only what's needed to investigate (e.g. "a buyer reported X" without identifying you)
- Mass reporters or coordinated bad-faith reports get flagged + reviewed

How we vet listings, what verification badges mean, and how to report safety issues.