THE COACH REFUND POLICY
Last updated July 4, 2022
THIS REFUND POLICY APPLIES ONLY IF YOUR ACCESS TO THE COACH APP (THE “SERVICE”) HAS BEEN PURCHASED DIRECTLY ON THE WEBSITE AVAILABLE VIA THE LINK HTTPS://JOIN.THE.COACH (THE “WEBSITE”). ANY FEATURES OF THE SERVICE (SUBSCRIPTIONS, ADD-ON ITEMS) PURCHASED VIA AN APP STORE ARE SUBJECT TO SUCH APP STORE’S REFUND POLICIES. THUS, YOU HAVE TO CONTACT AN APP STORE’S SUPPORT TO REQUEST A REFUND.
By using the Service on any computer, mobile phone, tablet or another device (collectively the “Device”), you as a user of the Service confirm that you have read, understand and agree to be bound by this Refund Policy and any other applicable law.
Through the Website you may purchase the access to the paid Content of the Service (“Purchase”) using any of the following payment methods:
Bank Card: you can make a Purchase simply and securely using your bank card, eg Mastercard or Visa at https://join.the.coach. Your bank card information will be encrypted at the point of transaction. Not all bank cards may be acceptable for purchase.
PayPal: you can make a Purchase simply and securely via our Website, opting for the PayPal payment method during checkout.
Apple Pay: you can make a Purchase simply and securely via our Website, opting for the Apple Pay payment method during checkout.
The cost of the Purchase (either one-time payment or subscription payment) is provided within the Service on the relevant checkout screen.
You will be granted access to the Content immediately after your transaction (either one-time payment or subscription payment) is successfully validated by our servers.
Please note that to process the payment we use third-party services (i.e. payment processors). Such services enable the transaction initiated by you and notify us of its completion. We do not store or collect your payment details ourselves. This information is provided directly to our third-party payment processors.
You agree that the Purchase is final, that we will not refund any transaction once it has been made and that the Purchase cannot be cancelled.
Notwithstanding the foregoing, you may be eligible to receive a refund of one-time payment or last subscription payment in the following cases:
(A) You have experienced technical issues with your Purchase within 30 (thirty) calendar days starting from the Purchase date and have requested a refund during the same 30 (days) from the date of Purchase (where the Purchase date shall be understood as the date of validation of your payment by our servers for one-time payment or as the date of validation of your last subscription payment by our servers) and, as a result, your use of the Purchase is rendered impossible.
To understand whether you are eligible for a refund, we may ask you to provide the following information:
your device’s model, operating system and version;
the steps you are taking when this issue appears;
a screen video or screenshots that would illustrate the issue;
any additional information that would help us identify the problem, if the details you have already provided are not enough to identify the issue you’re experiencing.
The technical issues may include material crashes, failure to launch, non-clickability of buttons and other issues, which render your use of the Purchase impossible.
(B) If you did not get visible results after following the Content recommendations and met all of the following conditions:
you contact us within 30 (thirty) calendar days as of the Purchase date (where the Purchase date shall be understood as the date of validation of your payment by our servers for one-time payment or as the date of validation of your last subscription payment by our servers); and
you have followed our personalized workout plan at least during 14 (fourteen) consecutive days; and
you are able to demonstrate that you have actually followed the plan by providing us with a screen video or screenshots of workout plan history, which you have personally passed.
To be eligible for a refund on the grounds of not getting visible results, the minimum number of completed workouts in your plan during 14 (fourteen) consecutive days (two weeks) should be equal to at least:
6 completed workouts for Gym training location
8 completed workouts for Home training location
Should you buy one week subscription, To be eligible for a refund on the grounds of not getting visible results during first subscription period, the minimum number of completed workouts in your plan during 7 (seven) consecutive days (one week) should be equal to at least:
4 completed workouts for Gym training location
5 completed workouts for Home training location
All refunds will be calculated according to the actual Purchase price paid at the time of Purchase. Please note that returns for credit and debit card transactions are issued within 2 (two) business days, however it may take up to 5 (five) business days for the credit to arrive at your credit card or bank account.
If you are mistakenly sent a different product than what you ordered on the Website, we will replace the product at no additional cost to you.
We are not liable for any refund amount due to technical problems on your computer, including but not limited to: printer malfunction, inability to install Adobe Acrobat Reader, iZip, WinZip, and/or problems due to Internet connectivity.
If you want to cancel your Purchase and are entitled to any refund, we reserve the right to charge a fee to cover the cost of any administrative or other expenses we may have suffered due to your order, to the extent permitted by law.
To request a refund or exchange, please use options available in our email reminders (if any) or contact Website customer service at support@the.coach
If you live in the European Union you have certain rights to withdraw from distance purchases; however, please note that when you order the Purchase, you acknowledge and agree that you accept and consume the Purchase promptly once our servers validate your Purchase and the purchased Content is successfully delivered to you and therefore your right of withdrawal is lost at this point. BY STARTING DOWNLOADING THE PURCHASE YOU HEREBY EXPRESSLY CONSENT TO IMMEDIATE PERFORMANCE OF THE AGREEMENT AND ACKNOWLEDGE THAT YOU WILL LOSE YOUR RIGHT OF WITHDRAWAL FROM THE AGREEMENT ONCE OUR SERVERS VALIDATE YOUR PURCHASE AND THE APPLICABLE PURCHASE IS SUCCESSFULLY DELIVERED TO YOU.
If we incur costs and/or expenses because a payment is declined and this is your fault (e.g. because there are insufficient funds in the account or the credit card limit has already been exhausted), then we are entitled to bill you for the actual costs and/or expenses incurred.
Where there is a legitimate reason, we reserve the right for each Purchase to refrain from offering certain payment methods and to specify alternative payment methods.