refund policy

I.  Introduction

At Freedom Lifestyle & Fitness, we understand that the fitness journey can be challenging and at times unpredictable. We are committed to ensuring that all of our members have a positive experience and are pleased to introduce our new internal process for refunds. This process is designed to provide a streamlined way for members to request and receive refunds quickly and efficiently. We have implemented a comprehensive and easy-to-follow system that ensures that all refund requests are handled in a timely manner and that all members receive the refunds they are entitled to. We thank you for being a part of our community and look forward to providing you with the best possible experience.

 

A.  Definition of Refund

 

Refund is the return of an amount of money that was previously paid or received, typically because of a mistake or as a result of goods or services not being provided.

 

If the client is cancelling a membership, outside of a cooling off period, refer to the membership cancellation terms of the Membership Agreement, not this refund process or policy. 

 

Refunds must be given according to this policy and not all refund requests will be approved, especially if the request is for an ineligible reason. 

 

B.  Reasons for Refunds

 

1. The product was damaged or defective, or not as described. 

• For example, if a client purchased a smoothie or coffee that tasted incorrect, they can receive a refund or make the smoothie/coffee again, no questions asked. 

•  If a Client ordered a journal/guide, or other merchandise, and it is defective or missing pages or product has incorrect printing, or is torn or broken. The client is entitled to a full refund (less shipping costs), a store credit as a gift card, or provide a new, replacement product.

2. The customer changed their mind

• The Member may cancel their membership during the cooling off period. The cooling off period ends forty-eight hours after the date that this Membership Application Form was signed by the Member. Please read specific terms and conditions for individual program or membership forms, certain programs like our Challenge Memberships are subject to no refund or no cooling off period. Individual program/membership T&C's supersede these terms. 

• In determining the fees to be refunded to the Member, FFF are entitled to deduct from any amount refunded to the Member the fees for Services used by the Member during the cooling off period. The Member will not be entitled to a refund for any additional services paid for (e.g. materials or other goods and services not directly the subject of this Agreement.)

• The Member must provide written notice of their intention to cancel within the cooling off period and attend an in-person Exit Interview for a cancellation or refund to be processed. 

3. The customer was charged incorrectly

• If a system error or human error occurred and the client was charged the wrong amount or on the wrong date, a refund or store credit can be issued, or the accidental payment can be applied to the next future payment instead.

4. The customer was not satisfied with the product or service

• Sometimes, if the customer was not satisfied with the product or service, they may not be eligible for a refund according to this refund policy. For example, if we have completed our part, such as providing the opportunity to use the services or products, and/or following up the client, and the client did not attend, or did not respond, the client will not be eligible for a refund. 

• If a circumstance arises where the client dissatisfaction is warranted, a refund can be negotiated with management, please book an Exit Interview for this to be addressed in detail. 

5. The customer received the wrong item or size (for products)

• A full refund, store credit or replacement can be given if the customer received the wrong size or product which was a fault of FFF Fitness. If the member requested the wrong size by accident, this will be up to management discretion on whether or not a replacement can be provided.  

6. Results Based Guarantee (for services)

• If the customer joined a membership with a service guarantee (select memberships only) and didn’t achieve their result in the 12 months, and has consistently completed the following, they may be eligible for free coaching to hit their results: 

  • Minimum 3 x Weekly Workouts + 2 x 30 Minute Walks Weekly

  • Track Food Daily 

  • Attended all Personal Check Ins/Weigh Ins

  • Reply to all of your coaches messages

7. Medical reasons 

• If cancelling a membership, please see the membership cancellation terms for Medical Reasons of a membership.

• A client can request a fee-free suspension for medical reasons, with a valid doctors certificate.

 

C.  Reasons for Refunds Being NOT Eligible

 

1. Not showing up for booked classes or appointments, or choosing not to use the services or products paid for.

2. Failure to provide proof of purchase, or doctor's certificate, or other requested information. 

3. Not providing appropriate notice of cancellation.

4. Having an outstanding balance on the account (failed payments).

5. Exceeding the gym's refund period or cooling off period.

6. Violating gym policies or terms of service.

7. Using gym services beyond the purchased package.

8. Damage to gym equipment or premises, or other damages to a product or material. 

9. Providing false information when signing up for membership.

10. Refunds not being offered for that particular product, membership or service.

11. Client not understanding or misinterpretation of inclusions, membership agreement or services. 

12. Client signing up to, and completing the agreement and the 48 hours cooling off period passing, but then changing their mind, or not being able to afford the services, especially if the client has already completed or used all or part of the services/products. 

 

II.  Requirements for Refund

 

A.  Identification of Purchaser or Proof of Purchase

• A refund policy typically requires customers to provide proof of purchase, such as a receipt or order number, in order to be eligible for a refund. In some cases, customers may also be required to provide a valid form of identification, such as a driver’s licence, passport, or government-issued ID card. This is to ensure that customers are who they say they are and that the refund is going to the right person. In some cases, the refund policy may also require customers to provide additional documentation, such as bank statements or proof of address. We cannot issue a refund to a family member, or spouse, it must be directly to the client who signed up for and paid for the original services. 

 

B.  Amount of Refund

The amount refunded, or provided as a store credit, will be calculated based on:

• The reason and timeframe for requesting a refund 

  • A refund must be requested within 14 days of the initial purchase, unless the refund request falls in a Cooling-Off Period for memberships or challenges, which is only 48 hours. ​

• The amount of services or products the customer has already used

• The original agreement signed 

• The customer will be required to return the product or materials before a refund is approved or processed. A refund will not be possible without receiving the returned items first.

• An in-person meeting may be requested by Freedom Lifestyle & Fitness before issuing a refund, or cancellation, and this meeting will need to occur before a refund can be issued.

Once approved it will take 7 business days for a refund to be processed. 

 

C. Service Based Guarantee Records

If a client is seeking to use the service based guarantee in their membership, if applicable to their membership type, the records of the following must be provided or looked up:

• Minimum 3 x Weekly Workouts + 2 x 30 Minute Walks Weekly (app or CRM records)

• Track Food Daily (app or written records) 

• Attend Personal Check Ins/Weigh Ins (CRM booking records)

• Reply to Your Coaches Messages (client to coach message records)

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We hope that this refund policy has been helpful in outlining our return and refund process. We strive to provide our customers with quality products and excellent customer service, and we thank you for your business.