Account & Payment FAQs
Are The Payment Options Safe?
Yes, all our payment options are safe and encrypted.
We do NOT store any of your payment option data such as credit card numbers etc.
What Payment Options Do You Offer?
At this stage we offer the following payment options:
– Credit Cards (Visa, Master and Amex)
Please note, bank deposits or cash payments will not be accepted.
Do You Offer Any Payment Plans?
Yes, we are working with LayBuy which is a similar provider like Afterpay or ZipMoney.
You will be paying conveniently in weekly instalments provided LayBuy accepts you. This is completely up to LayBuy and their terms and conditions, so if you are declined, it is outside of our influence.
All payment plans by LayBuy are certainly interest free (terms and conditions apply!).
How Do I Cancel My Subscription?
You can cancel your subscription at any time to avoid future payments, but we will be sad to see you go 🙁
Please note that deleting your account, or the app, does not cancel your subscription! To cancel your subscription, simply follow the steps mentioned below.
When cancelling your subscription, the following applies:
- We recommend cancelling at least 72 hours prior to your next payment date, for cancellations to successfully process in time
- Cancelling your subscription will not provide refunds, nor pro rate remaining subscriptions
- After cancelling your subscription, you will be able to continue using the program for the entire course of the remaining billing cycle you have paid for
- To reactivate your subscription after it expires, please contact us.
This procedure does not apply for our coaching program! For cancellation of your coaching program, please refer to the contract you have signed.
How Do I Change My Email Address?
If you have entered an incorrect email address, or are wanting to change your login email, we will be more than happy to update this for you!
Please reach out to our Support Team by contacting us with the following details so we can assist:
- Full name
- Date of Birth
- Payment method
- Email associated with your account
- New/correct email address
Can I Get A Refund?
EBOOKS AND GUIDES/BLUEPRINTS
As our eBooks, guides and blueprints are digital, all purchases are considered final at the point of purchase as there is no guarantee that they will not be used.
However, if you find that you are unsatisfied with your purchase, we would love to hear from you to find out more!
You can reach out to our helpful Support Team by contacting us.
We want you to be completely satisfied with your purchase. If there’s an issue with your item, or it wasn’t as you expected, we’re here to help!
If for any reason you change your mind, or are unhappy with your item(s) purchased from us, we will offer a refund, exchange, or Gift Card upon return of goods (in satisfactory condition with all original packaging, accessories and/or manuals), if you reach out to us within 30 days of the shipping date.
All physical products have a 12 month warranty for major faults. This includes if you have received your product in poor condition and if you believe it to be faulty at the time of delivery.
Proof of purchase is required for all returns, and it will be your responsibility to cover any return shipping costs if a refund has been approved. Returns received more than one year after the date of shipment will not be accepted, and will be returned to sender (at your own cost).
As per our Billing Terms, we do not offer refunds or credits for change of mind, unused subscription periods, accidental purchases, medical conditions, or any similar reason or event, unless required by law to do so.
If your subscription is an In-App Purchase, it is purchased from and billed by the respective App Store (e.g. the Apple App Store or Google Play Store), not by us. An In-App Purchase is subject to the terms, conditions and other licensing arrangements specified by that app store provider. As such, you must take up any payment-related issues or refund requests with the app store provider directly.
However, if you are dissatisfied for any reason, or believe you have experienced extenuating circumstances, we encourage you to contact our Support Team at email@example.com to discuss this further.
I Want To Know More About The Subscription Program?
Our 4 Week Program and our Personalised Nutrition Plan are products based on subscription that will charge to your selected payment method on the date you originally signed up.
The content you receive is never ending, and your subscription will continue to rollover until you choose to terminate your account.
All subscriptions will receive the same content regardless of the cost of your subscription. This includes all weeks and programs from each of our coaches plus all additional features of the app.
Subscriptions are required to be cancelled at least 72 hours prior to your next billing date. Subscriptions are available for a minimum period. We are unable to provide a refund for accounts that have been cancelled during their term, however we encourage you to contact our Support Team at firstname.lastname@example.org to discuss any matters or issues that you’re experiencing.
If you do not wish to continue with your subscription at the end of your minimum pay period, you are welcome to cancel your subscription.
As the nutrition plan and our 4 week programs are a subscription based app, keep in mind that once cancelled, you will no longer have access to any of the content within the app once your subscription has expired. This includes the weeks you have already completed.
Upon your subscription to the Product, unless you notify us otherwise, you agree to subscription fees and all other charges relating to the subscription being billed automatically to the nominated Payment Method provided by you during the Order process, on the renewal date of your term.
You must notify us of any change to your Payment Method. If you do not notify us of any such change, then we will assume that the details of your Payment Method remain correct and will continue to bill any fees or charges relating to your subscription to your nominated Payment Method.
If any subscription fees or charges billed to your account, are not processed for any reason, then we will have the right to suspend your subscription until all fees and charges have been paid in full.
Subscription fees will apply regardless of whether or not you use your subscription.
Promotional Trial / Discount / Coupons
Subscriptions will rollover to full-priced monthly membership at the end of all promotional trials, discounts, offers or coupons unless the subscription is cancelled before the end of the promotional period, or unless stated otherwise. The following month’s fees and charges will be charged to your nominated payment method. Rollover subscriptions will continue month to month until terminated.
My Payment Was Declined!
Declined payments could be caused by a number of things!
Could you please ensure:
- You have sufficient funds in the card you’re using. If this is in reference to your sign up fee or subscription fee, you may want to use another card or ensure that the card you have tried has sufficient funds.
- The card details entered verify the correct card. You may have entered the wrong card number by accident.
- Your bank may have denied the transaction without specifying a reason, contact your bank if you believe this is the case.
We also recommend to contact the associated financial institution to confirm there are no underlying issues that could be contributing.
To discuss your payments further, please reach out to our Support Team at email@example.com.