1. Introduction
At Home Fitness Hub, we strive to provide high-quality fitness programs, guides, and digital products that help our customers achieve their fitness goals. We understand that sometimes a product may not meet your expectations or specific needs. This Refund Policy outlines the conditions under which we offer refunds for our products and services.
By purchasing any product or service from Home Fitness Hub, you agree to the terms of this Refund Policy. Please read this policy carefully before making a purchase.
2. Products Covered by This Policy
This Refund Policy applies to all digital products and services offered by Home Fitness Hub, including but not limited to:
- Digital fitness programs and workout plans
- Nutritional guides and meal plans
- Video tutorials and instructional content
- Subscription services
- One-on-one virtual coaching sessions
- Any other digital products or services offered through our website
3. Refund Eligibility Criteria
We offer refunds under the following conditions:
3.1 For Digital Products (Non-Subscription)
- Refund requests must be submitted within 14 days of the purchase date.
- The product must not have been downloaded more than once or accessed on multiple devices.
- You must provide a valid reason for your refund request, such as technical issues that prevent access to the product or significant discrepancies between the product description and the actual content.
3.2 For Subscription Services
- For monthly subscriptions, refund requests must be submitted within 7 days of the most recent billing date.
- For annual subscriptions, refund requests must be submitted within 14 days of the initial purchase or renewal date.
- Refunds for subscription services are prorated based on the unused portion of your subscription period.
- If you have used a significant portion of the service (e.g., accessed more than 30% of the content), we reserve the right to deny a full refund and may offer a partial refund instead.
3.3 For Virtual Coaching or Consultation Sessions
- Refund requests for unused sessions must be submitted at least 48 hours before the scheduled session time.
- If you fail to attend a scheduled session without providing at least 24 hours' notice, the session is considered used, and no refund will be provided.
- For packages of multiple sessions, refunds for unused sessions may be granted on a prorated basis.
4. Non-Refundable Items and Circumstances
The following items and circumstances are generally not eligible for refunds:
- Products or services that have been fully delivered and consumed (e.g., completed coaching sessions, fully accessed content).
- Products that have been substantially downloaded, accessed, or used.
- Products purchased as part of a discounted bundle or promotional offer, unless the entire bundle is being returned.
- Subscription fees for periods that have already elapsed.
- Products where you have violated our Terms and Conditions or used the product in a manner inconsistent with its intended purpose.
- Refund requests submitted after the applicable refund period has expired.
We reserve the right to make exceptions to these rules on a case-by-case basis, at our sole discretion.
5. Refund Process
To request a refund, follow these steps:
5.1 Submitting a Refund Request
- Email our customer support team at refunds@homefitnesshub.com with the subject line "Refund Request - [Order Number]".
- Include the following information in your email:
- Your full name as it appears on the order
- The order number or transaction ID
- The date of purchase
- The name of the product or service for which you're requesting a refund
- A detailed explanation of why you're requesting a refund
- Any relevant supporting documentation (e.g., screenshots of technical issues)
- Alternatively, you can fill out the Refund Request Form on our Contact page.
5.2 Refund Request Review
Once we receive your refund request, the following process applies:
- We will acknowledge receipt of your request within 2 business days.
- Our customer support team will review your request and may contact you for additional information if needed.
- We will make a decision on your refund request within 5-7 business days from the date of your initial request.
- You will be notified of our decision via email.
5.3 Refund Processing
If your refund request is approved:
- Refunds will be processed using the same payment method used for the original purchase.
- Refunds typically take 5-10 business days to appear in your account, depending on your payment provider's policies.
- For credit or debit card payments, refunds may take 1-2 billing cycles to appear on your statement.
- Once a refund is processed, your access to the purchased product or service will be revoked.
6. Special Circumstances
6.1 Technical Issues
If you experience technical issues that prevent you from accessing or using our products:
- Contact our support team at support@homefitnesshub.com before requesting a refund.
- Our technical team will work with you to resolve the issue.
- If the issue cannot be resolved within a reasonable timeframe, we may offer a refund even if it falls outside the standard refund period.
6.2 Medical Circumstances
If you are unable to use our fitness products due to unforeseen medical circumstances:
- Submit your refund request along with a doctor's note or other medical documentation.
- We may extend the refund period or offer a credit for future use once you are able to resume physical activity.
6.3 Subscription Cancellations
Cancelling a subscription is different from requesting a refund:
- To cancel a subscription, log into your account and go to the "Subscription Settings" section.
- Cancelling a subscription prevents future billing but does not automatically generate a refund for the current billing period.
- If you wish to receive a refund for the current billing period, you must submit a separate refund request according to the guidelines above.
7. Exceptional Refunds and Goodwill Gestures
In some cases, we may offer refunds outside of our standard policy as a goodwill gesture. These decisions are made on a case-by-case basis and are at the sole discretion of Home Fitness Hub. Factors we may consider include:
- Your history as a customer
- The specific circumstances of your case
- Whether the issue was within our control
- The time elapsed since the purchase
Please note that any exceptions made to our standard policy are not guaranteed for future purchases or other customers.
8. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after such changes constitutes your acceptance of the new policy.
The policy applicable to your purchase is the version in effect on the date of your purchase. We encourage you to review this policy each time you make a purchase.
9. Contact Us
If you have any questions about our Refund Policy, please contact us at:
Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM UK time.
