Refunds & Cancellation

1. Cancelling your membership

Cancelling is self-serve: manage your subscription from the billing area of your account, which opens our Stripe billing portal — or simply email support@fitcoach.online and we'll cancel for you. No calls, no forms, no retention hoops.

Cancellation takes effect at the end of the billing period you have already paid for. You keep full access until then, nothing further is charged, and your plan simply doesn't renew. Cancelling during your free first week means you are never charged at all.

2. The 30-day money-back guarantee

If FitCoach isn't for you within your first 30 days of paid membership (the 30 days after your free week ends and your first payment is taken), email us and we'll refund that first payment in full — no questions, no hoops. The guarantee applies to your first paid period on an individual membership (AI Plan or Coach+), whether billed monthly or annually.

3. Your 14-day cooling-off right

If you subscribe as a consumer, the Consumer Contracts Regulations 2013 give you 14 days from the start of your paid subscription to change your mind and receive a refund. If you have used the service during those 14 days, the law allows a deduction for the portion used — in practice our 30-day money-back guarantee is more generous, so we simply refund your first payment in full. This section doesn't reduce that guarantee; it exists so you know your statutory position.

4. Annual memberships

Annual memberships are covered by the same 30-day money-back guarantee from your first payment. After the guarantee window, cancelling stops the renewal: you keep access to the end of the year you've paid for, and no further payment is taken. If something exceptional has happened — for example a medical situation that stops you training — email us and we'll look at a pro-rated refund case by case.

5. Coach plans (business customers)

Coach plans are business subscriptions billed monthly per active client on your plan, with no contract or minimum term. Cancel at any time from the Billing page in the coach app (Manage billing opens the billing portal); cancellation takes effect at the end of the current billing month. If your roster shrinks, reduce your billed client count in the same billing portal and the change applies from your next billing month — and if you believe you've been billed for more clients than you're coaching, section 6 applies. The consumer cooling-off right and the 30-day guarantee in sections 2–3 apply to individual memberships, not business plans.

6. Billing errors and duplicate charges

If we've charged you in error — a duplicate payment, a charge after you cancelled, or a wrong amount — tell us and we'll refund the difference in full, whatever plan you're on and whenever it happened.

7. How to request a refund

Email support@fitcoach.online from the email address on your account, tell us the account email and (briefly) why, and we'll take it from there — you don't need to cancel first, we'll handle that too if you want us to.

Refunds go back to your original payment method via Stripe, our payment processor. We action them promptly; banks typically show the money within 5–10 working days. We'll confirm by email when the refund is issued.

8. Your statutory rights

Nothing in this policy reduces your rights under the Consumer Rights Act 2015 or other applicable law — including your right to a remedy if the service isn't provided with reasonable skill and care.

FitCoach Online Limited, registered in England and Wales, company number 17354789. Support: support@fitcoach.online.