Refund & Cancellation Policy
Last updated: 25 July 2026
This policy sets out how memberships and class packs at The Den can be cancelled, frozen or refunded. It applies to everything purchased through thedendxb.com, through our booking app, or in person at our facility in Motor City, Dubai.
We keep it simple: we are straight with you about what you are committing to, and we hold to it.
Memberships
All memberships carry a minimum three month commitment from the date they start. This applies to the 16 class, 20 class and Unlimited memberships alike.
Notice to cancel can be given once that three month commitment has been completed. We require thirty days written notice, sent to customercare@thedendxb.com. Your membership then ends thirty days after we receive it. You keep full access for the whole of that period, and you are billed for it as normal.
In plain terms, the shortest a membership can run is four months: three months of commitment, then a thirty day notice period. We would rather tell you that clearly before you join than have you find out when you try to leave.
Notice given by any other route, including a conversation with a coach, a WhatsApp message or a comment on social media, is not valid notice. It has to be in writing to the address above so there is a clear record for both of us.
Memberships are not refundable. We do not refund unused time, unused classes, or periods you did not attend.
Class packs
The 4, 8 and 10 class packs are valid for thirty days from the date of purchase.
Unused classes expire at the end of that thirty days. They are not refundable, not extendable and not transferable to another person or to a future pack. If you buy a pack, plan to use it inside the month.
Freezing your membership
Every membership includes a freeze allowance:
- 16 class and 20 class memberships: up to 30 days
- Unlimited membership: up to 60 days
Request a freeze in writing to customercare@thedendxb.com before it starts. We cannot backdate a freeze to cover time that has already passed.
A freeze pauses your access and your billing. It does not pause your three month commitment. The commitment period continues to run through a freeze and still ends on its original date, so freezing never pushes your cancellation date further away.
Injury and medical circumstances
If injury or a medical condition stops you training, we will freeze your membership on receipt of a doctor’s certificate. Send the certificate to customercare@thedendxb.com and we will pause your membership and your billing from the date on it.
Your place stays open and you pick up where you left off when you are cleared to train. Medical circumstances do not create a right to a refund.
Trials and introductory offers
The 14 day trial and any introductory or promotional offer are one time offers, sold on their own stated terms, and are not refundable. They do not carry a freeze allowance.
If we cancel or change something
If we permanently close the gym or discontinue a membership type you hold, we will refund the unused portion of what you have paid.
Classes are occasionally cancelled or rescheduled, and the timetable changes from time to time as we improve the programme. Individual class changes do not entitle you to a refund. If a class you booked is cancelled by us, the credit goes back to your account.
Payments
Payments are processed by our booking and payment providers. Where a refund is due under this policy, it goes back to the original payment method, and it typically takes seven to fourteen working days to appear depending on your bank.
Questions and disputes
If you think something has been charged in error, or you disagree with how this policy has been applied to you, email customercare@thedendxb.com. We will look into it properly and come back to you within seven working days.
This policy sits alongside our Terms and Conditions and is governed by the laws of the United Arab Emirates.
The Den Gym L.L.C., Motor City, Dubai, United Arab Emirates.