Help Desk

WAR | We Are Relentless · Relentless PTY Ltd · Effective 1 October 2026

This policy explains how refunds, returns and cancellations work for memberships, drop ins, once off packages, event entries and store purchases at Relentless Heart, Relentless Hybrid, Relentless Spirit and on wearerelentless.co.za. Nothing in this policy limits your rights under the Consumer Protection Act.

1. Monthly memberships

• Monthly packages run on a 12 month agreement paid by debit order. Debit orders run at the end of each month and cover the following month.
• To cancel, give one month's written notice through the cancellation form on the Member Hub, or by email to admin@wearerelentless.co.za. Cancellations on WhatsApp, by phone or in person are not accepted.
• Once we receive your notice, we calculate your cancellation amount from your account statement and email it to you.
• Once your notice month has been paid, your agreement ends and all debit order mandates are lifted.
• Cancelling before the end of your 12 month agreement carries a fee of 30% of the installments still remaining on your agreement.
• We do not offer pauses, freezes or payment holidays. You can move to a lower package instead.
• Monthly fees already collected are not refunded for classes you did not attend.

2. Once off packages and specials

• Once off packages and specials are paid upfront and start on the day you sign up. There is no debit order and nothing to cancel when they end.
• Once a package has started it is not refundable, and unused time cannot be paused or carried over.
• Where you paid with Payflex, any approved refund is processed back through Payflex.

3. Drop ins

• A drop in costs R200 for one coached session.
• If you join on a 12 month membership within 14 days of your drop in class, the R200 is credited against your first payment.
• A drop in is not refundable once the class has been attended. If you cannot make your booked session, let us know and we will help you rebook.

4. Event entries

• Entries for the Rumble Series and other Relentless events are not refundable.
• If a team member can no longer compete, contact us before entries close to arrange a replacement.

5. Store and merchandise

• Change of mind: return the item within 7 days of purchase or delivery, unused, in its original condition and packaging with tags attached, together with proof of purchase. Return delivery costs are for your account.
• Not returnable for change of mind: food and supplements with a broken seal, intimate or hygiene items, gift cards and sale items.
• Defective goods: if an item is defective, you may return it within six months of delivery and choose a repair, replacement or refund, as provided for in the Consumer Protection Act. We cover the reasonable cost of returning defective goods.

6. Billing errors

If you were charged the wrong amount or charged twice, tell us and we will refund the difference once it has been verified.

7. How refunds are paid

Approved refunds are paid to your original payment method. Banks take a few days to process refunds. If you have not received yours, check with your bank first, then contact us.

8. How to request a refund or return

Email admin@wearerelentless.co.za or WhatsApp 068 642 0318 with your name, your club, what you bought, the date and the reason for your request.

WAR | We Are Relentless · Relentless PTY Ltd · Effective 1 October 2026

Relentless PTY Ltd, trading as WAR | We Are Relentless ("Relentless", "we", "us"), runs Relentless Heart, Relentless Hybrid, Relentless Spirit, the Rumble Series and wearerelentless.co.za. We are the responsible party for your personal information under the Protection of Personal Information Act, 2013 (POPIA). This policy explains what we collect, why, who we share it with and the rights you have.

1. Information we collect

• Identity and contact details: such as your name, email address, cell number and, where you give it, an emergency contact.
• Membership and billing details: your package, agreement, payment history and the banking or card details needed for debit orders and payments. Card and bank details are processed by our payment providers.
• Bookings and attendance: class bookings, attendance and open gym access requests.
• Health and fitness information you choose to share: such as injuries, medical conditions, InBody scan results and progress photos. This is special personal information. We process it with your consent, only to coach you safely and to track your progress.
• Photos and video: we photograph and film classes and events for our social media and marketing. Tell your coach or management if you would rather not appear.
• Communications: messages you send us on WhatsApp, by email, through our website forms and in our member group chats.
• Website information: details you submit through forms and checkout, and information collected through cookies and embedded content such as maps, reviews and our booking calendar.
• Job applications: information you submit through our Join the Team page.

2. Why we use it

• To set up and manage your membership and agreement.
• To process payments, debit orders and refunds.
• To manage bookings, access to our clubs and the security of our facilities.
• To coach you safely and track your progress.
• To contact you about your membership, classes, schedule changes and events.
• To send you news and offers. You can opt out at any time.
• To run events, including entries, results and leaderboards.
• To meet our legal, tax and accounting obligations.
• To improve our coaching, services and website.

3. Who we share it with

We never sell your personal information. We share it only with service providers who process it on our behalf, and only as far as they need it:

• Itensity, our membership, booking, billing and app platform.
• Our payment providers, including PayFast, Payflex and our debit order processor.
• Mailchimp for email communication and Meta for WhatsApp Business messaging.
• Our website hosting and form providers.
• Our event photography partners, for event photos.
• Discovery Vitality, where you train with us through Vitality, to administer your bookings and visits.
• Professional advisers, and authorities where the law requires it.

4. Information stored outside South Africa

Some of our service providers, such as Mailchimp and Meta, store information outside South Africa. We only use providers that are bound by laws, rules or agreements that give your information a level of protection similar to POPIA.

5. How we protect it

We use reasonable technical and organisational measures to keep your information secure. Access is limited to team members who need it for their role, and our service providers are bound to keep it confidential and secure.

6. How long we keep it

We keep your information for as long as your membership is active and for as long as we need it afterwards for the purposes above. Financial records are kept for at least five years, as South African tax law requires. Photos and videos already published in our marketing may remain online.

7. Your rights

• Ask what personal information we hold about you and request a copy.
• Ask us to correct or update your information.
• Ask us to delete your information, except where we must keep it for legal, administrative or security reasons.
• Object to processing, or withdraw your consent at any time.
• Opt out of marketing using the unsubscribe link in any email, or by telling us on WhatsApp.
• Lodge a complaint with the Information Regulator at inforegulator.org.za.

We may need to confirm your identity before we act on a request.

8. Children

We process information about anyone under 18 only with the consent of a parent or guardian.

9. Cookies

Our website uses cookies that it needs to work, such as those for logging in and checkout. Embedded content from other websites, such as maps, reviews and our booking calendar, may set its own cookies. You can manage cookies in your browser settings.

10. Changes to this policy

We may update this policy from time to time. The latest version is always on our website, with its effective date.

11. Contact us

For any privacy question or request, contact our Information Officer at admin@wearerelentless.co.za, or write to Relentless HQ, Unit 2, 25 Tarentaal Crescent, Okavango Park, Brackenfell, Cape Town, 7560.