Refund Policy
Returns Policy for FitQ
Last Updated: September 12, 2025
At FitQ, we strive to ensure your complete satisfaction with our fitness and wellness services, including online courses, coaching sessions, and other programs. This Returns Policy outlines the terms under which you may request a refund or return for services purchased from FitQ Limited, located at 9 Bowland Way, York, North Yorkshire, United Kingdom, YO30 5PZ (Company Number: 14582438). Please read this policy carefully before purchasing any services.
1. Scope of This Policy
This Returns Policy applies to all services provided by FitQ, including but not limited to:
-Online fitness and wellness courses
-Personal coaching sessions
-Subscription-based programs
-Other digital or in-person services
This policy is subject to our Terms of Service and complies with UK consumer protection laws, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2. Cancellation Rights
2.1 Consumer Cancellation Rights (Distance Contracts)
If you are a consumer purchasing our services online or over the phone (i.e., a distance contract), UK law grants you a 14-day cooling-off period to cancel your purchase. This period begins the day after you enter into the contract (e.g., the date you purchase a course or program).
How to Cancel: To exercise your right to cancel, you must inform us of your decision within the 14-day period by contacting us:
Email: support@fitq.com
Post: FitQ Limited, 9 Bowland Way, York, North Yorkshire, United Kingdom, YO30 5PZ
You must provide a clear statement of your intent to cancel, including your name, order details, and contact information.
Refund Process: If you cancel within the 14-day period and have not accessed the service (e.g., started an online course or attended a coaching session), we will refund the full amount paid within 14 days of receiving your cancellation request, using the same payment method you used for the purchase.
Exceptions: If you have accessed or used the service during the cooling-off period (e.g., viewed course content or participated in a session), you may lose your right to a full refund, as outlined in Section 3 below.
2.2 Non-Consumer Purchases
If you are purchasing services as a business or professional (not as a consumer), the 14-day cooling-off period does not apply, and refunds are subject to the terms outlined in Section 3.
3. Refunds for Services
3.1 General Refund Policy
Refunds outside the 14-day cooling-off period depend on the type of service purchased and the circumstances. Each service may have specific refund terms, which will be clearly stated at the time of purchase. Below are the general guidelines:
Online Courses:
If you have not accessed the course content within the 14-day cooling-off period, you are eligible for a full refund upon cancellation.
If you have accessed any portion of the course (e.g., videos, materials, or quizzes), refunds are not typically available, as digital content is considered consumed once accessed.
In exceptional circumstances (e.g., technical issues preventing access), we may offer a partial or full refund at our discretion. Contact us at support@fitq.com to discuss.
Coaching Sessions:
Refunds for individual or group coaching sessions are not available after the session has been conducted.
If you cancel a scheduled session at least 48 hours in advance, we may offer a refund or reschedule the session at our discretion.
Subscription-Based Programs:
Monthly or recurring subscriptions can be canceled at any time, effective at the end of the current billing cycle. No refunds will be issued for the current billing period.
If you cancel within the 14-day cooling-off period and have not accessed the subscription content, a full refund may be issued.
In-Person Services:
Refunds for in-person services (e.g., workshops or training sessions) are subject to the specific terms provided at booking. Typically, cancellations made at least 7 days before the event may be eligible for a full or partial refund, less any administrative fees.
3.2 Faulty or Misdescribed Services
If a service is faulty, not as described, or does not meet the standards outlined at the time of purchase, you may be entitled to a refund or replacement under UK consumer law. Please contact us at support@fitq.com with details of the issue, and we will investigate promptly. We may request evidence, such as screenshots or descriptions, to assess the claim.
3.3 Processing Refunds
Refunds, where applicable, will be processed within 14 days of approval, using the original payment method unless otherwise agreed.
We do not cover any additional costs, such as bank fees or currency conversion charges, incurred during the refund process.
4. How to Request a Refund
To request a refund or discuss a return:
Contact Us: Email support@fitq.com or write to FitQ Limited, 9 Bowland Way, York, North Yorkshire, United Kingdom, YO30 5PZ.
Provide Details: Include your name, order number, date of purchase, and reason for the refund request.
Response Time: We will respond to your request within 5 business days and process approved refunds within 14 days.
5. Non-Refundable Circumstances
Refunds will not be issued in the following cases:
You change your mind after accessing digital content (e.g., course materials, videos) or participating in a service.
You fail to meet the eligibility criteria for a service (e.g., prerequisites for a course) but proceed with the purchase.
You do not follow cancellation procedures or provide sufficient notice for in-person services or coaching sessions.
The service has been fully delivered as described at the time of purchase.
6. Changes to This Policy
We may update this Returns Policy from time to time to reflect changes in our services or legal requirements. The updated policy will be posted on this page with the revised date. Your continued use of our services after changes signifies your acceptance of the updated policy.
7. Contact Us
If you have any questions, concerns, or complaints about this Returns Policy or a refund request, please contact us:
Post: FitQ Limited, 9 Bowland Way, York, North Yorkshire, United Kingdom, YO30 5PZ
Email: support@fitq.com
This Returns Policy is governed by the laws of England and Wales and is subject to our Terms of Service.