Complaints and disputes
This policy explains how to raise a complaint about Pellavo, a booking, a payment, a trainer, content, a safety concern or a privacy issue. It does not replace your legal rights.
How to raise a complaint
Use the in-app report feature where available, or email support@pellavo.com. Include your account email, booking or report reference (if you have one), the dates involved, a clear description of what happened, relevant screenshots or evidence, and the outcome you are seeking. Do not send card numbers, bank details, passwords or identity-document images by email.
For safety concerns, see our Community Safety Policy.
What happens next
We will acknowledge the complaint, review the information available, and may ask for more detail. We will provide an outcome or progress update as soon as reasonably possible. Some issues require checking with a trainer, payment provider, insurer, bank or other party; that can affect timing. We will handle personal information in line with our Privacy Policy.
Bookings, refunds and payments
For booking cancellations, refunds or no-shows, include the booking reference and explain the dates and outcome requested. Session card payments and trainer payouts are processed by Stripe. Apple handles trainer subscription purchases and related billing/refund requests; see the trainer terms. A payment-provider dispute or chargeback may follow a separate provider or card-network process; please contact us promptly so we can record your account of events.
Review and escalation
If you think our response overlooked important information, reply to the case with the case reference and the new information. We will arrange a further review where appropriate. Pellavo does not currently subscribe to a specific alternative dispute resolution provider; we will not claim that an external scheme is available unless that changes.
For privacy requests and concerns, see our Privacy Policy.