DELIVERY POLICY

This Delivery Policy explains how digital fitness content, AI-generated training plans, Trainer-Created Courses, and related digital services are prepared and delivered through the Chalet Coaching platform.

This Policy applies to Services provided by:

CHALET AQUARIUS LTD

Company number: 15587263

Registered office: 20 Wenlock Road, London, England, N1 7GU

Email: [info@chaletcoaching.co.uk](mailto:info@chaletcoaching.co.uk)

Phone: +44 7782 358363

In this Policy, “Chalet Coaching”, “Company”, “we”, “us”, and “our” refer to CHALET AQUARIUS LTD.

This Policy should be read together with our:

• Terms and Conditions;
• Refund and Return Policy;
• Privacy Policy; and
• any specific information displayed before you confirm a purchase or Service request.

If there is a conflict between this Policy and any mandatory rights available to you under applicable law, those mandatory rights will apply.

This Policy applies to the digital delivery of:

• AI-generated training plans and Courses;
• AI-generated previews;
• Trainer-Created Courses;
• downloadable PDFs and other digital files;
• content made available through your Dashboard; and
• other digital fitness content or Services expressly offered through Chalet Coaching.

Chalet Coaching does not normally deliver physical goods under the Services covered by this Policy.

Depending on the Service purchased, Digital Content may be delivered by one or more of the following methods:

• access through your Chalet Coaching Dashboard;
• making the completed Course or Plan available within your Account;
• providing a downloadable PDF or other digital file;
• providing a download link;
• sending an email notification that the content is available; or
• another digital delivery method clearly identified during the relevant order or Service flow.

Unless expressly stated otherwise, delivery does not require the physical shipment of any product.

You are responsible for maintaining:

• a compatible device;
• a functioning internet connection;
• access to the email address associated with your Account; and
• secure access to your Chalet Coaching Account.

Unless otherwise stated for a particular Service, digital delivery is considered complete when the relevant Course, Plan, file, or other Digital Content is successfully made available to you through the delivery method specified for that Service.

For example, delivery may be completed when:

• a completed Course becomes accessible in your Dashboard;
• a downloadable file is made available through your Account;
• a valid download link is provided; or
• the Digital Content is otherwise made available through the agreed digital delivery channel.

An email informing you that your Course or Plan is ready may be provided as a convenience. Where the content is already available and accessible in your Dashboard, failure to receive a separate notification email does not by itself mean that delivery has failed.

If you cannot access content that appears to have been delivered, please contact us so that we can investigate the issue.

5.1 General Delivery

AI-generated Plans are produced automatically based on the options, information, preferences, and other inputs submitted by the User.

AI Plans are generally generated quickly and may normally become available within minutes.

Any generation time displayed or described on the Service is an estimate unless we expressly state that a particular delivery time is guaranteed.

5.2 AI Preview and Publication

Where the Service provides a preview-and-publish process:

1. you select the available options and provide the required information;
2. you may generate a preview for the applicable Token cost;
3. you may review the preview where that functionality is available;
4. you may then choose to publish or generate the full Plan; and
5. the completed Plan is made available through the relevant digital delivery method.

The number of Tokens required for a preview or full Plan will be displayed through the Service before the relevant action is confirmed.

5.3 AI Generation Delays

AI generation may occasionally be delayed because of:

• high system demand;
• maintenance;
• temporary technical failures;
• third-party infrastructure interruptions;
• processing errors;
• unusually complex generation requests; or
• other operational circumstances.

A short technical delay does not automatically mean that the order has permanently failed.

Where generation is delayed, we may continue processing the request, retry generation, or take other reasonable steps to complete delivery.

5.4 Failed AI Generation

If Tokens have been deducted but the purchased AI Plan cannot be successfully generated or delivered, we will investigate the failure.

Depending on the circumstances, we may:

• retry the generation;
• provide a replacement generation;
• restore the Tokens used for the failed request;
• correct a technical delivery issue; or
• provide another remedy required by applicable law.

Where we permanently fail to supply paid Digital Content and no reasonable replacement can be provided, any applicable refund or other remedy will be handled in accordance with our Refund and Return Policy and applicable law.

6.1 Nature of Trainer-Created Courses

Trainer-Created Courses involve human preparation and are not instant digital products.

A Trainer-Created Course may be prepared based on information including:

• your fitness goals;
• experience or ability level;
• preferred training type;
• available equipment;
• preferred number of training days;
• physical limitations or restrictions disclosed by you;
• other options selected during the request process; and
• any additional information reasonably required to complete the Course.

Because Trainer-Created Courses involve individual preparation, delivery times may vary between requests.

The typical delivery process for a Trainer-Created Course is as follows.

7.1 Selecting a Trainer

You select an available Trainer through the Chalet Coaching platform.

The availability of a Trainer may change and is not guaranteed until the relevant request has been accepted or processing has otherwise begun.

7.2 Submitting Your Request

You provide the information and selections required for the Course.

Before submitting the request, you are responsible for checking that the information provided is accurate and sufficiently complete.

7.3 Request Review

The request may be reviewed to determine whether:

• sufficient information has been provided;
• clarification is required;
• the requested Course can reasonably be prepared;
• the selected Trainer remains available; and
• the request complies with our Terms and Conditions.

Submission of a request does not guarantee that every requested feature, preference, or instruction can be accommodated.

7.4 Course Preparation

Once the request has been accepted and the necessary information is available, preparation of the Trainer-Created Course may begin.

The Trainer may use professional judgment when structuring the Course, selecting exercises, determining progression, and adapting the content to the information provided.

7.5 Delivery

Once completed, the Trainer-Created Course will normally be made available through your Dashboard or another digital delivery method identified through the Service.

Where available, you may also receive an email or other notification informing you that the Course is ready.

Trainer-Created Courses do not have one universal delivery timeframe because the work required may vary substantially between individual requests.

Where an estimated delivery date or timeframe is displayed or confirmed for a particular request, that estimate will be based on the circumstances known at the relevant time.

The estimated timeframe may be displayed or communicated through:

• the request or checkout flow;
• your Dashboard;
• an order or request confirmation;
• an email or other communication from us; or
• another part of the Service associated with the relevant request.

We will use reasonable efforts to deliver the Trainer-Created Course within the estimate provided.

Unless expressly identified as a guaranteed deadline, an estimated delivery date or timeframe is an estimate rather than an absolute guarantee.

Where no specific delivery timeframe has been agreed, the Service will be performed within a reasonable time having regard to the nature and complexity of the request.

The delivery time for a Trainer-Created Course may be affected by:

• the complexity of the requested Course;
• the level of personalisation required;
• the number and type of training sessions requested;
• the equipment and training options selected;
• the completeness and accuracy of the information provided;
• the need for additional information or clarification;
• Trainer availability;
• temporary illness or unexpected unavailability;
• technical problems affecting the platform or delivery systems;
• exceptionally high demand;
• circumstances outside our reasonable control; or
• other factors relevant to the preparation of the particular Course.

We will not deliberately delay delivery and will take reasonable steps to complete accepted requests.

We or the relevant Trainer may require additional information before the Course can be completed.

Where further information or clarification is reasonably required, we may contact you through:

• your Account or Dashboard;
• the email address associated with your Account; or
• another communication method available through the Service.

You should respond within a reasonable period.

Where delivery cannot reasonably continue without your response, the applicable delivery timeframe may be paused or extended until the required information is received.

A delay caused directly by incomplete, inaccurate, contradictory, or missing information supplied by you will not be treated as a delay caused by Chalet Coaching.

If you fail to respond for an extended period and the Service cannot reasonably be completed without your cooperation, we may place the request on hold or cancel it in accordance with our Terms and Conditions and Refund and Return Policy.

Trainer-Created Courses are prepared based on the information and scope agreed or submitted when the request is accepted.

If you request material changes after work has begun, such as:

• changing the primary training goal;
• substantially changing the required Course structure;
• changing available equipment;
• changing the requested training frequency;
• changing the experience or ability level;
• introducing significant new restrictions; or
• requesting substantial additional work,

the original delivery estimate may no longer apply.

Depending on the nature of the change:

• the delivery timeframe may be reasonably extended;
• additional Tokens may be required;
• the change may need to be treated as a separate request; or
• the requested change may not be possible after the original Course has already been substantially or fully completed.

We will not impose additional charges or deduct additional Tokens without displaying or communicating the applicable cost before the additional paid work is confirmed.

A selected Trainer may occasionally become unavailable because of illness, personal circumstances, operational issues, or other unexpected events.

Where this affects an accepted request, we may, where reasonably appropriate:

• provide an updated delivery estimate;
• allow additional time for the original Trainer to complete the Course;
• offer or arrange reassignment to another suitable Trainer;
• provide another reasonable alternative; or
• cancel the affected request where completion is no longer reasonably possible.

Where reassignment would materially change the nature of the Service, we will take reasonable steps to communicate the change.

If we permanently cannot provide the paid Trainer-Created Course and no reasonable alternative can be provided, the User will be entitled to the appropriate remedy under this Policy, our Refund and Return Policy, and applicable law.

13.1 Minor Delays

A minor delay beyond an estimated delivery date does not automatically entitle the User to cancel an otherwise valid order.

Where a short delay occurs, we may provide an updated estimate and continue performance.

13.2 Material Delays

If a Trainer-Created Course is materially delayed, we will take reasonable steps to address the situation.

Depending on the circumstances, this may include:

• providing an updated estimated delivery timeframe;
• prioritising completion where reasonably possible;
• requesting a reasonable extension;
• reassigning the request where appropriate;
• offering repeat or alternative performance; or
• providing an appropriate cancellation, Token restoration, price reduction, refund, or other remedy where required.

13.3 Where a Specific Deadline Is Essential

If a specific delivery deadline is essential to you, you should make this clear before the relevant request is accepted.

A deadline will only become a guaranteed contractual deadline where we expressly agree to it.

We cannot guarantee that every requested deadline can be accepted.

A Service will be treated as permanently unavailable where we confirm that we cannot provide the paid Service and no reasonable replacement or completion option is available.

Examples may include:

• permanent technical inability to generate the purchased Digital Content;
• permanent inability to provide an accepted Trainer-Created Course;
• inability to provide the Service because of a legal prohibition;
• permanent discontinuation of the relevant Service before an accepted paid order has been fulfilled; or
• another situation where performance has become impossible.

Where permanent non-delivery is not caused by the User’s breach or failure to cooperate, we will provide an appropriate remedy.

Depending on the circumstances, this may include:

• restoration of the Tokens used for the affected request;
• replacement performance;
• an alternative Service accepted by the User;
• cancellation of the affected order;
• a price reduction; or
• a monetary refund where applicable.

Nothing in this Policy limits any mandatory statutory remedy available to a consumer.

You should contact us if:

• a Course does not appear in your Dashboard after you have been informed that it is ready;
• a download link does not work;
• a PDF or other file is blank, corrupted, or inaccessible;
• the wrong Course has been delivered;
• part of the purchased content is missing;
• a technical error prevents access to the Digital Content; or
• you believe the delivered Service materially does not correspond to the agreed order.

Please contact:

[info@chaletcoaching.co.uk](mailto:info@chaletcoaching.co.uk)

Where possible, include:

• your Account email address;
• your User or order reference;
• the name or type of Course;
• a description of the problem; and
• any relevant screenshot or error message.

We may request reasonable additional information necessary to investigate the issue.

Where a delivered file or Digital Content has a technical defect, we will normally first attempt to correct the issue or provide a working replacement where this is reasonably possible.

Where a Trainer-Created Course has not been performed in accordance with the applicable contractual requirements, an appropriate remedy may include repeat performance or correction to the extent necessary to bring the Service into conformity.

Any correction, replacement, or repeat performance required under applicable consumer law will be provided:

• within a reasonable time;
• without significant inconvenience to the User; and
• without an additional charge where the User is legally entitled to the remedy.

A request for a completely different Course, a change of personal preference, or additional features outside the original agreed scope is not the same as correction of a defective or non-conforming Service.

Unless expressly included in the relevant offer, purchasing a Trainer-Created Course does not create an unlimited right to revisions or repeated redesign of the Course.

We are not responsible for a delivery problem caused solely by circumstances within the User’s control, including:

• providing an incorrect email address;
• losing access to the registered email address;
• failing to maintain access to the Account;
• failing to provide required information;
• providing materially inaccurate information;
• failing to respond to reasonable clarification requests;
• deleting a downloaded file without retaining a copy where continued re-download is not offered;
• using an incompatible or unsupported device or software; or
• intentionally interfering with the delivery process.

Where reasonably possible, we will nevertheless attempt to assist with genuine access or delivery problems.

Emails may occasionally be delayed, filtered into spam or junk folders, blocked by an email provider, or fail because an email address is incorrect.

Users should therefore also check their Chalet Coaching Dashboard for completed Courses and delivery updates.

A failure to receive a notification email does not by itself constitute non-delivery where the purchased content has been properly made available and remains reasonably accessible through the agreed delivery method.

Temporary technical interruptions may affect generation, Dashboard access, downloads, notifications, or other delivery functions.

We may temporarily suspend or restrict access where reasonably necessary for:

• maintenance;
• security;
• updates;
• infrastructure changes;
• incident response; or
• other legitimate operational reasons.

Where a temporary interruption affects an outstanding paid order, we will take reasonable steps to restore access or complete delivery.

A temporary outage does not automatically constitute permanent non-delivery.

Where an interruption becomes prolonged and materially prevents us from fulfilling a paid Service, the remedies described in this Policy and our Refund and Return Policy may apply.

Delivery may be delayed or prevented by circumstances outside our reasonable control, including:

• significant internet or hosting failures;
• widespread third-party infrastructure outages;
• cyber incidents;
• natural disasters;
• war or civil unrest;
• government action;
• legal or regulatory restrictions;
• widespread telecommunications disruption; or
• other comparable events.

Where such circumstances affect delivery, we will take reasonable steps to:

• minimise disruption;
• resume performance where possible;
• provide updated information where appropriate; and
• provide an appropriate remedy if performance ultimately becomes impossible.

Cancellation rights depend on:

• the type of Service;
• whether Digital Content supply has begun;
• whether work on a Trainer-Created Course has begun;
• whether the Service has already been fully performed;
• any consent or acknowledgment provided by the User; and
• applicable consumer protection law.

AI-generated Digital Content may begin to be supplied immediately after the relevant generation or publication action is confirmed.

Trainer-Created Courses involve services that may begin before final digital delivery.

Detailed cancellation and refund rules are provided in our Terms and Conditions and Refund and Return Policy.

Nothing in this Delivery Policy removes or restricts a statutory cancellation or refund right that cannot lawfully be excluded.

Not every delivery delay automatically results in a monetary refund.

The appropriate remedy will depend on:

• whether the Service can still reasonably be completed;
• whether the problem can be corrected;
• whether replacement or repeat performance is possible;
• the seriousness and duration of the delay;
• whether the User contributed to or caused the delay;
• whether Tokens or money were used to obtain the Service; and
• the remedies required by applicable law.

Where a monetary refund is legally due, it will be processed in accordance with our Refund and Return Policy.

An eligible refund will not be reduced by an administrative or processing fee merely because the User is exercising a valid refund right.

Where appropriate, the remedy may instead or additionally involve restoring Tokens used for an unsuccessful request.

Token restoration does not replace a monetary refund where applicable law requires the refund to be made in money.

The Services covered by this Policy are delivered digitally.

Unless a separate physical product is expressly offered in the future:

• no physical shipping fee applies;
• no postal delivery is required;
• no customs clearance is required; and
• no physical delivery address is required for delivery of the Course itself.

Any payment, billing, tax, or verification information collected during checkout is separate from the digital delivery method.

We encourage Users to contact us promptly where a delivery problem occurs.

Please contact:

Email: info@chaletcoaching.co.uk

Phone: +44 7782 358363

We will review the circumstances and may request information reasonably necessary to identify the relevant transaction and investigate the issue.

Nothing in this Policy prevents a User from exercising any legal right to contact a payment provider, card issuer, consumer protection authority, court, or other competent body.

We may update this Delivery Policy from time to time to reflect:

• changes to our Services;
• changes to delivery methods;
• new platform functionality;
• operational changes;
• changes in law or regulatory requirements; or
• improvements in clarity.

The current version will be published on the Chalet Coaching website with an updated revision date.

Changes will not retrospectively remove rights that have already accrued in relation to an existing order.

For questions about delivery, delayed Courses, technical access problems, or non-delivery, contact:

CHALET AQUARIUS LTD

Company number: 15587263

20 Wenlock Road

London, England

N1 7GU

Email: info@chaletcoaching.co.uk

Phone: +44 7782 358363