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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

Terms of ServicePrivacy PolicyTrainer Agreement

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 from the address on your account and request deletion. Your data will be anonymised immediately and permanently removed within 30 days, in line with our privacy policy.