REFUND POLICY

Age Drop Personal Training & Coaching

Overview

At Age Drop Personal Training & Coaching, we are committed to delivering high-quality, personalised online coaching. We understand that circumstances can change, and this policy is designed to be both fair to our clients and sustainable for our business. Please read this policy carefully before purchasing your 12-week program.

Payment Options

The Age Drop 12-week program is available with two payment options:

  • Single Payment — Full payment made at the time of purchase.
  • 3-Month Instalment Plan — Three equal payments made monthly, beginning at the time of purchase.

7-Day Goodwill Refund Window

We offer a 7-day goodwill refund window from the date of purchase. If you change your mind within this period, you may request a full refund, minus any payment processing fees charged by our payment provider.

To be eligible for a refund under this window:

  • Your request must be received within 7 calendar days of your purchase date.
  • Refunds are not available after the 7-day window has closed, regardless of whether the program has been accessed.

Refunds are returned to the original payment method and may take 3–5 business days to appear, depending on your bank or card provider.

Program Pause Option

We understand that life doesn’t always go to plan. If you are unable to continue your program due to illness or injury, you may request a program pause of up to 2 weeks. In the case of bereavement, or other significant exceptional circumstances, a longer pause would be personalised on a case-by-case basis.

During a pause:

  • Your program access and coaching support will be temporarily suspended.
  • Your remaining program weeks will be extended accordingly.
  • Pause requests must be submitted by email to jackie@age-drop.com with a brief explanation.

Pauses are granted at the discretion of Age Drop Personal Training & Coaching and are intended for genuine exceptional circumstances, not changes of mind or scheduling preferences. A pause is not a substitute for a refund.

Non-Refundable Circumstances

Refunds will not be issued in the following circumstances:

  • Requests made after the 7-day goodwill window has closed.
  • Non-engagement with the program (e.g. not logging in, not completing sessions, not attending coaching calls, or not following the plan).
  • Dissatisfaction with results, while we are committed to supporting you fully, individual results will vary and are not guaranteed.
  • Change of mind after the 7-day window.
  • Technical issues caused by the client’s own device, internet connection, or third-party platforms.

Instalment Plan & Late Payments

Refunds on the Instalment Plan

If you are on the 3-month instalment plan and request a refund within the 7-day goodwill window, we will refund your first instalment (minus payment processing fees) and cancel all subsequent scheduled payments. No further charges will be made.

After the 7-day window, all scheduled instalments remain due and will continue to be charged. Failure to complete instalment payments does not entitle a client to a refund of amounts already paid.

Late or Failed Payments

Failed payments will first be retried automatically by our payment processor. If a payment continues to fail, we will follow up directly. Ongoing non-payment may result in suspension of program access until the outstanding balance is resolved.

How to Request a Refund or Pause

To request a refund or program pause, please email us at jackie@age-drop.com with the subject line “Refund Request” or “Program Pause Request”, including:

  • Your full name
  • Your date of purchase
  • A brief reason for your request

We aim to respond to all requests within 2–3 business days. Refund requests must be submitted within the 7-day goodwill window to be considered.

Consumer Rights

This policy is designed to comply with applicable consumer protection legislation in the countries we serve:

  • United Kingdom — Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
  • New Zealand — Consumer Guarantees Act 1993 and the Fair Trading Act 1986.
  • Australia — Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).

Nothing in this policy is intended to limit any rights you have under the law of your country. If you believe your statutory rights have not been met, please contact us at jackie@age-drop.com and we will work to resolve the matter fairly.