BIOTIME Refund & Cancellation Policy

1. Purpose and Status

This Policy provides a clear summary of cancellation, termination and refund arrangements. It does not remove or reduce mandatory Thai-law rights. Detailed contractual provisions remain in BT-MT-1.0 and the applicable Membership Particulars.

2. Voluntary Presale Cancellation

In addition to mandatory rights, an eligible initial Presale Member may request cancellation within seven calendar days of Purchase Date where onboarding has not been completed and no other substantial individualized Membership service has been received. BIOTIME will refund the Membership Fee actually paid where these conditions are met.

3. Statutory Rights

Any cooling-off, cancellation, termination or refund right required by Thai consumer, direct-marketing or other applicable law applies independently. A contractual period will not be used to remove a longer or differently calculated mandatory right.

4. Opening Delay

For the initial INSIDER Presale, the Long-Stop Opening Date is 31 May 2027. If normal Membership operations have not commenced by then, the Member may continue waiting or cancel the affected Membership and receive a refund of the Membership Fee actually paid.

5. Project Cancellation

If BIOTIME determines that the applicable Club will not open and no reasonable agreed alternative can be provided, BIOTIME will cancel the affected Membership and refund the Membership Fee actually paid without requiring the Member to wait until the Long-Stop Opening Date.

6. Membership Start and Onboarding

The Membership Service Period does not begin on Purchase Date. It normally begins upon onboarding within the six-month Onboarding Window. If onboarding is not completed by the end of that Window for reasons attributable to the Member, Membership starts automatically on the next calendar day, subject to BT-MT-1.0 exceptions. Choosing not to schedule onboarding does not by itself create a refund right after applicable cancellation rights expire.

7. Medical Termination

Where Thai law gives a Member a termination right because a physical or medical condition prevents appropriate use of fitness services, BIOTIME will honor that right and may request reasonable evidence where lawful. Freeze does not replace a mandatory medical termination right.

8. Material Service Failure

Where BIOTIME materially fails to provide contracted facilities, equipment or services and applicable law provides a termination, refund or other remedy, BIOTIME will provide it. Reasonable short-term maintenance or operational restrictions do not automatically create a refund right.

9. Material or Prolonged Closure

For a substantial closure or material interruption, BIOTIME will provide any remedy required by law and may provide an extension, credit, alternative access, cancellation or refund.

10. Relocation

A reasonable move within the same building or to a reasonably comparable nearby location that does not materially impair use does not automatically create a refund right. A materially disadvantageous relocation will be addressed in accordance with applicable law.

11. Permanent Closure

If the applicable Club permanently closes and no equivalent agreed alternative can reasonably be provided, applicable cancellation and refund rights apply.

12. Refund Calculation

Where law requires refund of an unused Membership portion, the amount will be calculated under the legally applicable method. BIOTIME will not impose a forfeiture or deduction prohibited by law.

13. Refund Timing

Refunds will be processed within any mandatory statutory period. A voluntary refund outside a statutory entitlement will be processed within a commercially reasonable period.

14. Refund Method

Where reasonably practicable, refunds are returned to the original payment method. Another lawful method may be used where the original method is unavailable or another method is agreed.

15. Duplicate Payments

Confirmed duplicate charges will be reconciled and, where appropriate, refunded. A duplicate payment does not create an additional Membership unless expressly agreed. Before a production MY BIOTIME Wallet exists, duplicate payments are not automatically converted into Wallet credit.

16. Chargebacks and Payment Disputes

Members should promptly contact BIOTIME about suspected incorrect charges. Lawful rights through payment providers or card issuers remain available. Fraudulent, abusive or knowingly false disputes may be investigated in accordance with law.

17. Transfer Instead of Cancellation

Membership transfer is separate from cancellation. BIOTIME will not require transfer instead of a cancellation or refund right that the Member is legally entitled to exercise. Transfer rules are in BT-MT-1.0.

18. Freeze Instead of Cancellation

Eligible Members may request Freeze under BT-MT-1.0. Freeze is optional and does not replace mandatory termination or refund rights.

19. Recovery and Monthly Benefits

Unused included Recovery Sessions expire at month-end and have no separate cash refund value. Cancellation at least 12 hours before an included appointment normally restores the entitlement within the same month; later cancellation or no-show may be treated as used. Mandatory rights concerning the underlying Membership remain unaffected.

20. Separately Purchased Services

Personal Training, additional Recovery, events, retail, food, beverages and other separately purchased products/services may have separate cancellation and refund terms disclosed at or before purchase, subject to mandatory law.

21. Promotions and Discounts

Where a Membership was purchased at a promotional price, a lawful refund is generally based on the amount actually paid and the applicable legal calculation rather than an undiscounted reference price, unless law requires otherwise.

22. INSIDER Renewal Benefit

Failure to exercise the INSIDER Renewal Benefit within its Renewal Window is not a cancellation and creates no cash refund or credit. The benefit expires under BT-MT-1.0 and BT-MP-1.0.

23. Request Procedure

Requests should be submitted through official BIOTIME contact channels published on biotime.club with sufficient information to identify the Membership and request. BIOTIME may verify identity and request relevant supporting documents where lawful.

24. Records

BIOTIME will maintain appropriate records of requests, decisions, payment adjustments and relevant communications for legal, accounting, dispute-resolution and compliance purposes under the Privacy Notice and applicable retention requirements.

25. Complaints

A Member may request review through BIOTIME's complaint channel. Nothing restricts access to competent Thai consumer authorities, courts, payment dispute mechanisms or other remedies available under law.

26. Mandatory Rights

No wording in this Policy, Membership Terms, Club Rules, website, checkout, promotion or staff communication excludes, waives or reduces a consumer right that cannot lawfully be excluded, waived or reduced.

27. Changes

BIOTIME may update this Policy for legal, product or operational changes. Version and effective date will be identified. A later version will not unlawfully reduce rights applicable to a completed transaction.

28. Language

This Policy is available in Thai and English. If interpretation differs, the Thai version prevails to the extent permitted or required by Thai law, without reducing mandatory consumer rights.

29. Contact

Cancellation, refund and complaint requests should be submitted through official BIOTIME contact channels published on biotime.club.