Support
Need help with a booking, trainer profile, or account? We'll get you sorted.
Contact
Email team@matchmytrainer.uk with:
- the email on your account
- the trainer name (if relevant)
- the booking date/time (if relevant)
- a short description of what went wrong
Quick links
Refunds & cancellations
How refunds work, cancellation windows, and what you'll see in your bank (void vs refund).
Fees
How fees work (including the low-value booking fee and the platform fee).
How payments work for trainers
A trainer-friendly guide to instant bookings vs approval bookings (and how payment is taken).
About
Who built MatchMyTrainer and why.
Policies & agreements
Common questions
I can't see any time slots.
Try a different date, confirm the trainer has availability set, and check you're within their advance booking window.
My booking request is pending.
Some services require trainer approval. If payment is required, we'll place a temporary authorisation hold and only take payment if the trainer confirms.
How do refunds work?
If payment was taken, we issue a refund back to your original payment method. If payment was only authorised (not captured), the pending charge usually disappears after the hold is released.
How do I delete my account?
Email team@matchmytrainer.uk, ideally from the address on your account, to request deletion. We’ll handle your request without undue delay and normally within one calendar month, explaining what will be deleted and any records we need to retain. If a permitted extension is needed, we’ll explain why within that first month. If you can’t access that email address, contact us and we’ll help you confirm account ownership.