01The short version
You have a 14-day cooling-off period under UK consumer law when you buy online. After 14 days, refund eligibility depends on which package you bought and whether coaching has already started. Free products (the Macro Calculator, Flex Food recipe book, 30 Ways in 30 Days email series) don’t have a refund concept — you can unsubscribe or stop using them at any point.
02The 14-day cooling-off period
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, when you buy a service from us as a UK consumer you have a 14-day right to cancel from the date of purchase — no reason required.
If you ask us to start coaching (or you actively begin using paid digital content) during the 14 days, you will be charged a fair amount for the work actually performed up to the point you cancel. If the service has been fully performed within the 14 days with your express consent, the right to cancel is lost. This is the standard UK position under Regulations 36–37 of the 2013 Regulations and we apply it transparently.
In practice, the fair deduction for partial coaching delivery is calculated pro-rata against the value already delivered — for example, time spent on intake, initial programme build, and any check-ins already returned.
03Stripe one-off payments (3-Month, 6-Month, 12-Month)
If you paid the package in full (3-Month £250, 6-Month £450, 12-Month £900):
- Within 14 days, coaching not started: full refund.
- Within 14 days, coaching has started: refund of the balance, minus a fair pro-rata deduction for the work already performed (see section 02).
- After 14 days: the package is non-refundable in the ordinary course. You may cancel for the future, but unused weeks are not refunded except in the exceptional circumstances described in section 06.
04Stripe recurring (Monthly £100, 12-Month at £75/month)
- Recurring subscriptions can be cancelled at any time before your next billing date, with no further charges.
- The current month already paid is not refunded pro-rata. You keep the coaching, the check-ins, and the programme for the remainder of the paid month.
- For the 12-Month at £75/month, cancelling early ends the 12-month commitment. The reduced £75 rate is offered against a 12-month commitment; cancelling before month 12 does not trigger a balloon charge but does end access at the end of the paid month.
05Klarna pay-in-3
If you bought a 3-Month, 6-Month, or 12-Month package via Klarna pay-in-3:
- Refund requests still come to us first — contact@bethechangefitness.co.uk.
- Once approved, we process the refund back through Klarna in line with Klarna’s merchant terms.
- Klarna typically takes up to 7 working days to reflect the refund on your statement and to recalculate any remaining instalments. Any outstanding instalments are paused or written off as appropriate.
- If a Klarna instalment is missed, you remain liable to Klarna under their consumer credit terms, not to us.
06Exceptional circumstances — medical, injury, life events
If you can’t continue coaching because of a genuine medical issue, injury, pregnancy, bereavement, or significant life event, we will work with you fairly. Options include:
- Pause — freezing your coaching for up to 12 weeks at no additional cost, then resuming where you left off.
- Pro-rata refund — case by case, depending on circumstances and the time remaining on the package.
- Transfer — gifting the unused balance to a partner or family member (subject to a fresh onboarding).
Email contact@bethechangefitness.co.uk with a short note explaining the situation. We may ask for evidence (e.g. a GP letter) where it makes sense and where it is proportionate.
07Free products — Macro Calculator, Flex Food, 30 Ways in 30 Days
The free tools have no refund concept because no money has changed hands. If you want to stop receiving emails or stop using a tool:
- Click unsubscribe at the bottom of any email — you’re removed immediately.
- Email contact@bethechangefitness.co.uk and we will delete your contact record on request.
08Chargebacks
If you have a concern about a payment, please contact us first. Filing a chargeback with your bank or card provider without giving us a chance to resolve it adds cost and time on both sides — we’d rather sort it directly. We reserve the right to provide evidence to the card scheme in defence of an unfounded chargeback, including the signed Coaching Service Agreement and any delivered work product.
09How to request a refund
- Email contact@bethechangefitness.co.uk with the subject line “Refund request — [your name]”.
- Include: the order date, the package purchased, the payment method (Stripe one-off / Stripe recurring / Klarna), and a short reason.
- We respond within 5 working days with a decision or a request for more information.
- Approved refunds are issued within 14 calendar days of approval, back to the original payment method.
10Statutory rights
Nothing in this Refund Policy affects your statutory rights as a UK consumer under the Consumer Rights Act 2015 — including the right to a refund or remedy where a service is not delivered with reasonable care and skill, within a reasonable time, or for a reasonable price.
11Contact
Refund queries: contact@bethechangefitness.co.uk
Be The Change Fitness · Julian Spiller · Wales, UK