Refund & Cancellation Policy

1.1 Platform Facilitator

IMPORTANT: FitCoach operates as a technology platform that connects health and fitness coaches with clients. We facilitate the relationship between coaches and clients but do not directly provide coaching services or sell products.

1.2 Independent Coaches

• Coaches on FitCoach are independent professionals who set their own prices, refund policies, and terms for their services and products
• All payments for subscriptions and products go directly to your assigned coach, not to FitCoach
• Each coach may have their own refund policies and timelines in addition to the guidelines outlined here
• FitCoach does not collect, hold, or process payments on behalf of coaches (payments are made directly via coach-provided payment methods such as UPI QR codes)

1.3 Coach Autonomy

• Coaches have full discretion over granting or denying refund requests for their services and products
• Refund decisions are made by individual coaches based on their professional judgment and policies
• FitCoach cannot force coaches to issue refunds but encourages fair and reasonable refund practices

2.1 Contact Your Coach First

Primary Refund Process:

• Step 1: Contact your assigned coach directly through the platform or via their provided contact methods (phone, WhatsApp, email, social media)
• Step 2: Explain your reason for requesting a refund clearly and professionally
• Step 3: Provide any necessary documentation (subscription details, order numbers, payment receipts)
• Step 4: Allow your coach reasonable time to review and respond to your request (typically 5-7 business days)
• Step 5: If approved, coordinate refund method and timeline with your coach

2.2 Information to Include in Refund Requests

When contacting your coach about a refund, please provide:

• Your full name and account email address
• Subscription ID or Order ID (visible in your account dashboard)
• Date of payment and amount paid
• Payment method used (UPI, cash, etc.)
• Payment proof or transaction reference
• Clear reason for refund request
• Preferred refund method (same payment method, bank transfer, etc.)

2.3 Response Timeline

• Coaches should respond to refund requests within 5-7 business days
• If your coach does not respond within 10 business days, you may escalate to FitCoach support
• Complex refund requests may require additional time for review

2.4 Escalation to FitCoach

If you cannot resolve a refund issue directly with your coach, you may contact FitCoach support:

• Email: mail.fitcoach@gmail.com
• Subject Line: "Refund Dispute - [Your Name]"
• Include: All communication history with your coach, payment documentation, and detailed explanation
• Response Time: We will investigate and respond within 7-10 business days

Note: FitCoach will mediate disputes but cannot guarantee refunds, as final decisions rest with individual coaches. We may suspend coaches who repeatedly violate fair refund practices.

3.1 General Subscription Refund Policy

• Subscription refunds are subject to coach approval and their individual refund policies
• Refund eligibility typically depends on subscription status, duration of use, and reason for request
• Most coaches offer refunds for unused portions of subscriptions under certain conditions

3.2 Pending Subscriptions

• Status: Subscriptions awaiting coach approval after payment submission
• Refund Eligibility: Generally eligible for full refund (100%)
• Process: Contact your coach to request cancellation and refund before approval
• Timeline: Should be processed within 3-5 business days
• Note: Cancelling a pending subscription through your dashboard may not automatically trigger a refund; you must request it from your coach

3.3 Active Subscriptions - Early Cancellation

• Status: Approved subscriptions currently in the active period
• Refund Eligibility: Varies by coach and circumstances
• Common Scenarios:
  • Within 7 Days of Start Date: May be eligible for partial or full refund (subject to coach policy)
  • Medical/Emergency Reasons: Often eligible for prorated refund for unused weeks
  • Dissatisfaction with Service: Evaluated case-by-case by coach
  • After 50% Duration Elapsed: Typically no refund (service substantially consumed)

3.4 Prorated Refunds

• Prorated refunds calculate the unused portion of your subscription
• Formula: (Remaining Weeks / Total Weeks) × Subscription Amount
• Example: 4-week subscription at ₹2,000, cancelled after 1 week = (3/4) × ₹2,000 = ₹1,500 potential refund
• Coaches may deduct a processing fee or minimum service fee from prorated refunds
• Final prorated amount is at coach's discretion

3.5 Free and Default Plans

• Free plans (₹0 subscriptions) have no refund implications as no payment was made
• Default template plans assigned by coaches are free and can be cancelled anytime without refund concerns

3.6 Non-Refundable Subscriptions

Subscriptions are generally NOT eligible for refund in these cases:

• Subscription has expired (end date passed)
• Subscription was explicitly marked as "non-refundable" at time of purchase
• Subscription was purchased with a significant discount or promotional voucher
• Client violated Terms of Service or coaching agreement
• More than 50% of subscription duration has elapsed
• Subscription was rejected by coach (no payment was processed)

3.7 Subscription Cancellation Process

• Self-Service Cancellation: You can cancel subscriptions through your dashboard under "My Subscriptions"
• Effect: Cancellation immediately changes subscription status to "Cancelled" and may set end date to current date
• Refund: Cancellation does NOT automatically trigger a refund; you must separately request a refund from your coach
• Access: Upon cancellation, you lose access to subscription-specific features

4.1 Product Refund Policy

• Product refunds are entirely at the discretion of your coach, who is the seller
• Each coach may have different policies for product returns and refunds
• FitCoach recommends but cannot enforce specific product refund terms

4.2 Pending Orders

• Status: Order placed, payment submitted, awaiting coach approval
• Refund Eligibility: Generally eligible for full refund (100%)
• Process: Contact your coach immediately to cancel order and request refund
• Timeline: Should be processed within 3-5 business days

4.3 Approved and Fulfilled Orders

• Status: Order confirmed by coach, products being prepared or ready for delivery
• Refund Eligibility: Depends on coach policy and order status
• Common Scenarios:
  • Before Shipment/Delivery: May be eligible for full or partial refund
  • After Delivery: Subject to return policy (see Section 4.4)
  • Perishable Items: Typically non-refundable after preparation

4.4 Product Returns and Exchanges

• Defective Products: Contact your coach immediately for replacement or refund
• Wrong Product: Coach should replace with correct product or issue full refund
• Damaged in Transit: Report to coach within 24-48 hours with photos for refund/replacement
• Change of Mind: Return eligibility depends on coach's policy; many coaches do not accept returns for change of mind on health products
• Unopened Products: More likely to be eligible for return within 7-14 days
• Opened/Used Products: Generally non-refundable due to health and safety regulations

4.5 Return Shipping

• Return shipping costs are typically borne by the client unless product was defective or incorrect
• Arrange return shipping method with your coach
• Insure valuable returns to protect against loss

4.6 Completed Orders

• Status: Order delivered and marked as complete
• Refund Eligibility: Limited; only for defects, damage, or quality issues
• Window: Typically 7 days from delivery date to report issues
• Evidence: Photos, videos, or documentation may be required

4.7 Cancelled or Rejected Orders

• If coach cancels or rejects your order, you are entitled to a full refund
• Refund should be processed within 5-7 business days
• Contact coach if refund is not initiated promptly

5.1 About Platform Subscription

Coaches on FitCoach are required to maintain an active platform subscription to access coaching features and manage clients. The platform subscription fee is ₹199 per month with a 28-day free trial for new coaches.

5.2 Platform Subscription Refund Policy

• Free Trial Period: No charges during the 28-day trial period, so no refunds apply
• Payment Submission: When coaches submit platform subscription payments, they upload payment proof and transaction details
• Pending Payments: Payments awaiting admin approval can be cancelled with full refund (₹199) by contacting FitCoach support
• Approved Payments: Once approved by admin, platform subscription is activated for 30 days

5.3 Refund Eligibility for Platform Subscription

• Before Approval: Full refund (100%) available if cancelled before admin approval
• Within 7 Days of Activation: Prorated refund may be available based on unused days (subject to admin review)
• After 7 Days: Generally non-refundable as platform access and features have been provided
• Technical Issues: If platform is unavailable or has critical issues preventing use, prorated refunds may be granted
• Account Suspension: If account is suspended due to policy violations, no refund will be issued

5.4 How to Request Platform Subscription Refund

• Contact: Email mail.fitcoach@gmail.com with subject "Platform Subscription Refund Request"
• Required Information:
  • Coach name and email address
  • Payment transaction ID and date
  • Payment proof screenshot
  • Reason for refund request
  • Subscription activation date (if applicable)
• Response Time: We will review and respond within 5-7 business days
• Processing: Approved refunds will be processed within 10-15 business days

5.5 Platform Subscription Extensions

• Admin may grant subscription extensions for legitimate reasons (technical issues, medical emergencies)
• Extensions do not create automatic refund eligibility for current payments
• Contact support at mail.fitcoach@gmail.com to request extensions with valid justification

5.6 Non-Refundable Situations

Platform subscription fees are NOT refundable in these cases:

• Account terminated for Terms of Service violations
• Fraudulent payment proof or false transaction information
• After subscription period has fully expired
• More than 50% of subscription period has elapsed
• Coach voluntarily closes account after approval (no automatic refund)
• Promotional or discounted subscription fees (if offered in future)

5.7 Rejected Payments

• If admin rejects a platform subscription payment (invalid proof, incorrect amount, etc.), full refund will be initiated
• Rejection reason will be communicated via email
• Coach may resubmit payment with correct information
• Refund processing: 7-10 business days from rejection date

5.1 Refund Methods

• Original Payment Method: Refunds are typically processed using the same method you used to pay (UPI, bank transfer, cash)
• UPI Refunds: Returned to the UPI ID or account you paid from
• Cash Refunds: May be returned in cash during in-person meetings or via bank transfer
• Alternative Methods: Coach may offer alternative refund methods by mutual agreement

5.2 Refund Timeline

• Coach Approval: 5-7 business days for coach to review and approve/deny refund request
• Processing: 5-10 business days for coach to initiate refund after approval
• Bank Processing: Additional 3-7 business days for funds to appear in your account (depends on bank/payment method)
• Total Timeline: Expect 10-21 business days for complete refund process
• Faster Processing: UPI and digital payments typically process faster than bank transfers

5.3 Refund Confirmation

• Your coach should provide confirmation when refund is initiated
• Keep records of all refund communications and transaction references
• Verify refund receipt in your bank account or payment app
• Contact your coach if refund does not arrive within expected timeline

5.4 Partial Refunds

• Coaches may issue partial refunds for prorated services or partial order cancellations
• Deductions may be made for services rendered, processing fees, or restocking charges
• Partial refund amounts should be clearly communicated before processing

5.5 Refund Tracking

• Currently, refunds are not tracked within the FitCoach platform as they occur directly between you and your coach
• Keep personal records of refund requests and confirmations
• Save transaction receipts and communication records for your files

6.1 Medical or Emergency Situations

• If you experience a medical emergency, injury, or health condition that prevents you from continuing services, inform your coach immediately
• Most coaches are understanding and will work with you on refunds or service pauses
• Medical documentation may be requested to support your claim
• Prorated refunds are often granted in genuine medical situations

6.2 Coach Unavailability

• If your coach becomes unavailable or discontinues services during your active subscription, you may be entitled to a full or prorated refund
• Contact FitCoach support at mail.fitcoach@gmail.com if your coach becomes unresponsive
• We will attempt to mediate or facilitate reassignment to another coach with your consent

6.3 Technical Issues or Platform Errors

• Duplicate Charges: If you were charged twice for the same subscription or order, contact your coach and FitCoach immediately for full refund of duplicate amount
• Payment Processing Errors: Platform or payment gateway errors resulting in incorrect charges will be fully refunded
• Account Access Issues: If technical issues prevent you from accessing paid services, refunds may be granted for affected period
• Reporting: Report technical issues to mail.fitcoach@gmail.com with screenshots and transaction details

6.4 Service Quality Issues

• If you believe coaching services are not meeting professional standards or agreed-upon terms, discuss with your coach first
• Document specific concerns and attempts to resolve issues
• If unresolved, escalate to FitCoach support with detailed information
• We may investigate and facilitate resolution, including possible refunds

6.5 Promotional and Discounted Purchases

• Subscriptions or products purchased with voucher codes or significant discounts may be non-refundable
• This should be clearly stated at time of purchase
• Coaches may have stricter refund policies for promotional offers
• Always check refund terms before using discount codes

6.6 Fraudulent Activity

• Refunds will not be issued if fraud or misrepresentation is detected
• Uploading fake payment proofs, providing false information, or attempting to manipulate refund policies will result in refund denial and possible account suspension
• Legitimate payment disputes should be supported with proper documentation

6.7 Account Termination

• If your account is terminated for violating Terms of Service, you forfeit any right to refunds
• If you voluntarily close your account, existing refund policies still apply
• Active subscriptions are not automatically refunded upon account closure

7.1 Direct Resolution Encouraged

• We strongly encourage resolving refund issues directly with your coach through open communication
• Most coaches want to maintain positive client relationships and will work toward fair solutions
• Approach disputes professionally and provide clear documentation

7.2 FitCoach Mediation

If you cannot resolve a refund dispute with your coach after reasonable attempts, FitCoach can assist:

• Contact: Email mail.fitcoach@gmail.com with subject "Refund Dispute Mediation"
• Required Information:
  • Your name and account details
  • Coach name and contact information
  • Subscription or order details
  • Payment proof and amount
  • Complete timeline of events and communications
  • Screenshots or records of all attempts to resolve with coach
  • Desired resolution
• Process: We will review the case, contact your coach, and facilitate discussion
• Timeline: Mediation process typically takes 10-15 business days

7.3 FitCoach's Authority

• FitCoach can mediate disputes but cannot force coaches to issue refunds
• We can provide guidance based on fair practices and this policy
• In cases of clear coach misconduct, we may suspend coach accounts
• Final refund decisions rest with the coach as the service provider

7.4 Coach Standards and Accountability

• Coaches who repeatedly deny reasonable refund requests or engage in unfair practices may face account review or suspension
• We monitor patterns of complaints and refund disputes
• Coaches are expected to maintain professional standards and fair business practices

7.5 Legal Recourse

• Refund disputes are primarily between you and your coach (as independent parties)
• If mediation fails, you may pursue legal remedies in accordance with applicable consumer protection laws
• Consult legal counsel for significant disputes

8.1 Applicable Laws

• Your refund rights may be protected by consumer protection laws in your jurisdiction
• This Refund Policy does not limit any statutory rights you may have under applicable law
• In case of conflict between this policy and mandatory consumer protection laws, the law prevails

8.2 Right to Information

• You have the right to clear information about prices, services, and refund policies before making a purchase
• Coaches should disclose any non-refundable terms at the time of sale
• You can ask coaches about their specific refund policies before subscribing or purchasing

8.3 Right to Fair Treatment

• You have the right to be treated fairly and respectfully in all refund matters
• Coaches should not discriminate or retaliate against clients who request legitimate refunds
• You should receive timely responses to refund inquiries

8.4 Documentation Rights

• You have the right to receive and retain payment receipts, transaction confirmations, and refund confirmations
• Request written confirmation of refund approval and processing
• Keep copies of all payment proofs and communications

9.1 Before Purchasing

• Read and understand your coach's specific refund policy before subscribing or ordering
• Ask questions about refund terms if anything is unclear
• Verify subscription duration, pricing, and what's included
• Save screenshots of product descriptions, prices, and terms

9.2 During Service

• Communicate regularly with your coach about your progress and any concerns
• Address issues early rather than waiting until requesting a refund
• Document your experiences, especially if quality issues arise
• Keep all payment proofs and transaction confirmations

9.3 When Requesting Refunds

• Be prompt - request refunds as soon as you decide services aren't suitable
• Be clear and specific about your reasons
• Be professional and courteous in all communications
• Provide all requested documentation promptly
• Be realistic about what you can expect based on how much of the service you've used
• Understand that coaches have businesses to run and may have legitimate reasons for refund policies

9.4 After Refund

• Verify that refund was received in your account
• Keep refund confirmation for your records
• Provide feedback to help improve services (optional)

10.1 Policy Updates

• We may update this Refund Policy from time to time to reflect changes in our practices or legal requirements
• Updates will be posted on this page with a new "Last Updated" date
• Material changes will be communicated via email or prominent notice on the platform

10.2 Continued Use

• Continued use of FitCoach after policy changes constitutes acceptance of the updated policy
• Existing subscriptions and orders are generally governed by the policy in effect at the time of purchase

10.3 Review Regularly

• We encourage you to review this Refund Policy periodically
• Stay informed about your rights and obligations regarding refunds

11.1 For Refund Requests

• Primary Contact: Your assigned coach (contact through platform or coach's provided contact methods)
• Coach Contact Info: Available in your account under "My Coach" or coach profile

11.2 For Refund Disputes or Platform Issues

• Email: mail.fitcoach@gmail.com
• Subject Line: "Refund Dispute" or "Refund Policy Inquiry"
• Response Time: 5-10 business days for platform-related refund matters

11.3 For Policy Questions

• Email: mail.fitcoach@gmail.com
• Subject Line: "Refund Policy Question"
• We're happy to clarify any aspects of this policy

Important Reminder:

For all refund requests, please contact your assigned coach first. FitCoach is here to support you if direct resolution is not possible.

Thank you for using FitCoach!