REFUND AND RETURN POLICY

This Refund and Return Policy explains the circumstances in which you may cancel a purchase, request a refund, receive restored Tokens, or obtain another remedy in connection with the Chalet Coaching Service.

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

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;

Delivery Policy;

Privacy Policy; and

any specific information displayed before you confirm a purchase or Service request.

Nothing in this Policy excludes or limits any mandatory cancellation, refund, repeat performance, price reduction, or other consumer right that cannot lawfully be excluded.

This Policy applies to:

purchases of Tokens;

AI-generated Plans and Courses;

AI-generated previews;

Trainer-Created Courses;

downloadable PDFs and other Digital Content;

failed or incomplete digital delivery;

technical defects;

cancellations;

Service delays and permanent non-delivery;

Account termination and permanent default; and

payment and refund disputes.

Because Chalet Coaching supplies digital content and services rather than physical goods under the Services covered by this Policy, there is normally no physical product to return.

References to a “return” in this Policy therefore generally relate to the cancellation, refund, replacement, correction, or other remedy applicable to a digital purchase or Service.

3.1 14-Day Cancellation Request

Where you are entitled to a statutory cancellation period or where we otherwise permit cancellation under this Policy, you may request cancellation of an unused Token purchase within 14 days of the transaction date.

To qualify as an unused Token purchase:

none of the Tokens attributable to the relevant purchase must have been spent, deducted, committed, or used to obtain a Service; and

the refund request must otherwise satisfy the applicable cancellation requirements.

3.2 Full Refund Without Fee Deductions

Where an unused Token purchase is eligible for cancellation and refund, you will receive a full refund of the eligible amount paid for that Token purchase.

We will not deduct payment processing fees, merchant fees, administrative charges, or a 3–5% refund fee from an eligible refund.

This applies even where the payment processor does not return its original processing fee to us.

3.3 Partially Used Token Purchases

If any Tokens from a Token purchase have already been used to obtain Digital Content or Services, the entire original Token package will not normally qualify for cancellation as a completely unused purchase under Section 3.1.

However, this does not affect:

statutory cancellation rights that remain available;

rights relating to defective or non-conforming Digital Content;

rights relating to services not performed with reasonable care and skill;

rights relating to non-delivery;

remedies for permanent default;

any refund expressly agreed by us; or

any other mandatory legal remedy.

Unused Tokens remaining in an Account are dealt with separately under Sections 16 and 17 where the contractual relationship is permanently terminated.

4.1 Immediate Supply

AI-generated Plans and other Digital Content may begin to be generated or supplied immediately after you confirm the relevant action.

Where required by applicable law, before immediate supply begins, we may ask you to:

expressly consent to supply beginning during the applicable cancellation period; and

acknowledge that you may lose the statutory right to cancel once supply begins.

Where the legal requirements for loss of a cancellation right have not been satisfied, your statutory rights remain unaffected.

4.2 No Automatic Refund Merely Because Generation Has Begun

Where Digital Content has been lawfully supplied immediately following the required consent and acknowledgment, you may no longer have a general cooling-off right merely because you change your mind.

However, beginning generation or delivery does not remove your rights where:

the Digital Content is not supplied;

the Digital Content is technically defective;

the delivered content materially does not conform to the contract;

we did not have the right to supply the content;

another statutory remedy applies; or

we otherwise agree to provide a refund or replacement.

If Tokens are deducted but an AI Plan cannot be successfully generated or delivered, please contact us.

We may first attempt to:

retry the generation;

correct the technical problem;

provide a replacement generation; or

restore access to the purchased content.

If the purchased AI Plan permanently cannot be supplied, an appropriate remedy may include:

restoration of the Tokens used for the failed request;

replacement Digital Content;

cancellation of the affected transaction; or

a monetary refund where required or appropriate.

Where the failure affects only part of a wider purchase or Service, the remedy may relate only to the affected portion where permitted by law.

If Digital Content does not materially conform to the applicable contractual requirements, you should contact us promptly and describe the problem.

Examples may include:

a blank or corrupted PDF;

a file that cannot be opened because of a defect in the delivered file;

delivery of the wrong Course;

material parts of the purchased content being missing;

a technical defect preventing use of the content; or

content materially failing to correspond to the agreed description.

Depending on the circumstances, the appropriate remedy may include:

repair;

correction;

replacement;

regeneration;

restoration of access; or

an appropriate price reduction.

Where repair or replacement is impossible, cannot be provided within a reasonable time, or would cause significant inconvenience, an appropriate price reduction may be available.

Where appropriate, the price reduction may amount to the full price attributable to the affected Digital Content.

Nothing in this section creates an unlimited right to demand a completely different Plan merely because of a change in personal preference.

7.1 Before Work Begins

Where you cancel a Trainer-Created Course before work has begun, the Tokens committed or deducted for that request will normally be restored to your Account.

Where a monetary refund is instead legally required or expressly agreed, it will be processed in accordance with this Policy.

7.2 Work Beginning During a Cancellation Period

Where you request that work on a Trainer-Created Course begins during an applicable statutory cancellation period, we may ask you to expressly request or consent to early performance.

If you subsequently exercise a valid cancellation right after work has begun but before the Service has been fully performed, the financial consequences will be determined in accordance with applicable law.

Where legally permitted, this may include payment for the proportion of the Service properly performed before cancellation.

We will not impose an arbitrary cancellation penalty.

7.3 Fully Performed Services

Where a Trainer-Created Course has been fully performed during an applicable cancellation period following the legally required request, consent, and acknowledgment, the statutory cancellation right may cease where permitted by law.

This does not affect rights relating to defective, non-conforming, or improperly performed Services.

A Trainer-Created Course is a personalised service and may involve professional judgment.

A difference in:

training style;

exercise selection;

layout;

structure;

professional approach; or

personal preference

does not by itself mean that the Service is defective.

However, where the Service has not been performed in accordance with applicable contractual or statutory requirements, you may be entitled to an appropriate remedy.

Depending on the circumstances, this may include:

correction;

repeat performance;

completion of missing work;

a reasonable replacement solution; or

an appropriate price reduction.

Where repeat performance is required, it will be provided within a reasonable time and without significant inconvenience where required by applicable law.

Where repeat performance is impossible or cannot be provided within a reasonable time and without significant inconvenience, an appropriate price reduction may be available.

The reduction may amount to the full price attributable to the affected Service where appropriate.

A short delay beyond an estimated delivery timeframe does not automatically entitle the User to a full refund.

Where a Trainer-Created Course is delayed, we may first:

provide an updated delivery estimate;

complete the outstanding work within a reasonable period;

request a reasonable extension;

reassign the request where appropriate; or

offer another reasonable solution.

Where delivery is materially delayed and the Service is not completed within the applicable agreed or reasonable timeframe, the User may be entitled to an appropriate remedy.

Depending on the circumstances, this may include:

completion or repeat performance;

Token restoration;

cancellation of the affected Service;

an appropriate price reduction; or

a monetary refund.

Where a specific deadline was expressly agreed as essential and we fail to meet that deadline, additional cancellation or refund rights may apply.

Further information about delivery and delays is provided in our Delivery Policy.

If we permanently fail to provide a paid Service for reasons not caused by you, and no reasonable completion, replacement, or alternative performance is available, you will be entitled to an appropriate remedy.

Depending on the circumstances, this may include:

restoration of the Tokens used for the affected Service;

cancellation of the affected order;

an appropriate price reduction; or

a monetary refund.

Where the Service has not been provided at all and a monetary refund is the appropriate remedy, the eligible amount will be refunded without processing or administrative fee deductions.

Please contact us if:

a Course that should have been delivered is not accessible;

a download link does not work;

a PDF or other file is corrupted;

a technical error prevents access to purchased Digital Content; or

your Account does not correctly display a completed purchase.

We may request:

your Account email address;

an order or transaction reference;

details of the affected Course;

a description of the problem; and

screenshots or relevant error messages.

We will normally first attempt to resolve a genuine technical problem by:

restoring access;

correcting the file;

providing another download;

regenerating the content; or

providing a replacement.

A fixed 48-hour notification period does not remove any mandatory legal rights you may have.

However, contacting us promptly can make technical problems easier to investigate and resolve.

We do not guarantee a particular fitness, weight, strength, endurance, appearance, or performance result.

A refund will not normally be provided solely because:

you did not achieve a desired fitness result;

you changed your personal goals;

you stopped following the Plan;

you did not use the Course;

you dislike a reasonable professional choice made within the agreed scope; or

the Plan requires more effort or commitment than expected.

This section does not affect your rights where the Digital Content or Service is defective, materially misdescribed, not supplied, or otherwise fails to meet applicable contractual or statutory requirements.

Courses are prepared based on the information available to us and, for Trainer-Created Courses, to the relevant Trainer.

A refund may be refused to the extent that the problem was directly caused by:

materially inaccurate information supplied by you;

knowingly incomplete information;

failure to disclose a relevant limitation when reasonably requested;

failure to respond to necessary clarification requests; or

unauthorised modification or misuse of the delivered content.

This does not affect rights arising from a separate failure for which we are responsible.

Trainer-Created Courses may be personalised to an individual User.

Where personalised work has already been properly performed at your request, a change of mind does not automatically entitle you to a full refund.

Any cancellation or refund entitlement will depend on:

applicable statutory cancellation rights;

whether early performance was requested;

the amount of work already properly performed;

whether the Service has been fully performed;

whether the delivered Service conforms to the contract; and

other relevant circumstances.

We will not impose a fee or deduction merely to penalise a User for exercising a valid legal right.

Please contact us promptly if you believe that:

you were charged twice;

the amount charged differs from the amount authorised;

Tokens were not credited after a successful payment;

a payment was made without your authorisation; or

another payment error occurred.

We may investigate the relevant transaction and request reasonable information necessary to verify the issue.

Where an incorrect duplicate or unauthorised charge for which we are responsible is confirmed, we will provide the appropriate correction or refund.

Where you believe that your payment card has been used without authorisation, you should also contact your card issuer promptly.

You may request closure of your Account in accordance with our Terms and Conditions.

Account closure does not automatically create a right to convert all Tokens into cash.

Before closing the Account, the following will be considered:

whether Token purchases remain wholly unused;

whether any statutory cancellation period remains available;

whether Tokens have already been used or committed;

whether Trainer work is in progress;

whether any Service remains undelivered;

whether any refund or remedy is already due; and

whether any outstanding payment or dispute remains unresolved.

Where an unused Token purchase qualifies for cancellation under Section 3, the eligible purchase will be refunded in full without processing or administrative fee deductions.

Where Services are already in progress or have been delivered, the consequences of closure will be determined under this Policy, the Terms and Conditions, and applicable law.

Account closure does not extinguish any refund or other remedy that had already arisen before closure.

17.1 Termination Not Caused by User Breach

If we permanently terminate the contractual relationship for business or operational reasons that are not caused by your breach, we will address outstanding paid rights fairly and in accordance with applicable law.

Depending on the circumstances, this may include:

completing outstanding Services;

allowing reasonable access to already purchased content;

restoring Tokens used for an unprovided Service;

refunding eligible unused purchases;

refunding the monetary value properly attributable to an outstanding Service that will not be provided; or

providing another appropriate remedy.

We will not retain payment for a Service that we permanently refuse or become unable to provide where we have no lawful basis to retain that payment.

17.2 Termination Because of User Breach

If we terminate or suspend an Account because of a material or repeated breach of the Terms and Conditions, the consequences will depend on the circumstances.

The User may remain responsible for:

Services already properly provided;

work already properly performed;

valid outstanding payment obligations;

losses or liabilities recoverable under applicable law; and

other obligations that accrued before termination.

A User is not automatically entitled to a refund for Services already consumed or properly performed.

However, termination for breach does not allow us to:

impose an unlawful penalty;

retain amounts that must legally be refunded;

remove mandatory consumer rights; or

avoid remedies relating to a separate breach for which we are responsible.

A permanent default may occur where we finally fail or become unable to perform a material paid obligation and the failure cannot reasonably be corrected.

Where we are in permanent default, the User may be entitled, depending on the nature of the affected contract and applicable law, to one or more of the following:

performance or completion of the obligation;

repeat performance;

repair or replacement of Digital Content;

restoration of Tokens;

an appropriate price reduction;

cancellation of the affected Service;

a monetary refund; or

another remedy available under applicable law.

A User will not be required to accept restored Tokens instead of a monetary remedy where applicable law requires a monetary refund.

Where the entire affected paid Service has permanently failed and a full monetary refund is the appropriate remedy, the refund will be made without deduction of processing or administrative fees.

A permanent User default may include a serious or continuing failure to comply with a material contractual obligation, including:

fraudulent payment activity;

deliberate misuse of the Service;

serious unlawful activity;

deliberate manipulation of Tokens or refunds;

material non-payment;

repeated abuse of Trainers, staff, or the Service; or

another material breach that is not remedied where remediation is reasonably possible.

Where the User permanently defaults, we may:

suspend or terminate the affected Service;

terminate the Account;

stop future performance where legally permitted;

retain payment properly attributable to Services already performed;

recover amounts lawfully due; or

exercise another legal remedy.

Any financial remedy must be proportionate and lawful.

We will not impose an arbitrary financial penalty merely because the contractual relationship has ended.

Termination does not prevent either party from exercising rights or claims that arose before termination.

Where either party permanently terminates the relationship, termination will not automatically erase all previous rights and obligations.

The following may continue after termination:

accrued payment obligations;

refund entitlements;

rights relating to defective or undelivered Services;

outstanding complaints or disputes;

intellectual property rights;

confidentiality obligations;

data protection obligations;

rights to establish, exercise, or defend legal claims; and

other provisions intended to survive termination.

The aim of any financial adjustment following termination is to reflect, where applicable:

what was paid;

what was properly provided;

what remains unprovided;

any valid cancellation right;

any legally recoverable loss; and

the remedies required by applicable law.

Neither party is entitled to recover twice for the same loss.

To request a refund, Token restoration, cancellation, correction, or another remedy, contact:

Email: info@chaletcoaching.co.uk

Please include, where available:

your name;

the email address associated with your Account;

your User ID;

the relevant order or transaction reference;

the Course or Service concerned;

the reason for your request; and

any supporting information reasonably relevant to the issue.

You do not need to use specific legal terminology when requesting a remedy.

We may request additional information where reasonably necessary to:

identify the transaction;

verify Account ownership;

investigate the issue;

prevent fraud; or

determine the appropriate remedy.

Unless otherwise required by law or expressly agreed with you, an approved monetary refund will normally be made using the same means of payment used for the original transaction.

For example, a payment made by an eligible Visa or Mastercard transaction will normally be refunded to the relevant original payment method.

We will not require you to accept:

Tokens;

store credit; or

another substitute

instead of a monetary refund where you are legally entitled to receive money.

Where you expressly agree, an alternative remedy such as Token restoration may be provided instead.

Where applicable law requires a refund within a specific period, we will process the refund within that legally required timeframe.

Where a refund is due following a statutory remedy under applicable UK consumer law, this may require the refund to be made without undue delay and, where applicable, within 14 days from the relevant legally specified date.

After we submit a refund to the payment system, the time taken for the amount to appear in your account may also depend on:

the payment provider;

your bank;

your card issuer; and

the relevant payment network.

We are not responsible for processing time within an independent bank or card issuer after the refund has been properly submitted, but we will provide reasonable assistance if a confirmed refund does not appear within the expected banking timeframe.

We encourage Users to contact us before initiating a chargeback or other external payment dispute.

Many issues involving:

duplicate payments;

missing Tokens;

failed delivery;

technical errors;

refund status; or

unauthorised transactions

can be investigated and resolved directly.

Please contact:

info@chaletcoaching.co.uk

We will make reasonable efforts to review and resolve genuine concerns.

However, contacting us first is encouraged and is not intended to prevent or restrict any legal right you may have to contact your card issuer, payment provider, consumer protection authority, court, or other competent body.

Submitting a genuine chargeback or payment dispute will not, by itself, be treated as misconduct.

We may nevertheless investigate:

duplicate recovery attempts;

knowingly false claims;

fraudulent disputes; or

attempts to obtain both a refund from us and a second recovery for the same transaction.

Where a payment is under active dispute, we may take reasonable steps necessary to prevent duplicate reimbursement or protect the integrity of the disputed transaction while the matter is being investigated.

We reserve the right to refuse or investigate a refund request where we reasonably suspect:

fraud;

deliberate misrepresentation;

manipulation of the Token system;

repeated attempts to obtain duplicate reimbursement;

unauthorised Account activity;

fabricated evidence; or

another abuse of the refund process.

This section does not permit us to reject a legitimate refund request merely because a User has made previous complaints or exercised lawful consumer rights.

If you are dissatisfied with the handling of a refund or cancellation request, please contact:

Email: info@chaletcoaching.co.uk

Phone: +44 7782 358363

Please explain the issue and identify the relevant transaction.

We encourage both parties to attempt to resolve disputes directly and in good faith.

Nothing in this Policy prevents you from exercising any right to seek assistance from:

your payment provider or card issuer;

a consumer protection body;

a competent regulatory authority;

an alternative dispute resolution mechanism where applicable; or

a competent court.

This Policy provides contractual information about Chalet Coaching refunds, cancellations, and remedies.

It does not replace mandatory consumer protection law.

Depending on the circumstances and applicable law, consumers may have rights relating to:

cancellation of distance contracts;

Digital Content that is not supplied;

Digital Content that is not of satisfactory quality, fit for purpose, or as described;

repair or replacement;

repeat performance of services;

price reductions;

refunds;

services not performed with reasonable care and skill;

services not performed within the agreed or reasonable time; and

other statutory remedies.

Where this Policy provides a lower level of protection than a mandatory legal right applicable to you, the mandatory legal right will prevail.

We may update this Refund and Return Policy from time to time to reflect:

changes to the Service;

changes to the Token system;

changes to delivery or payment processes;

changes in applicable law;

regulatory guidance; 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 refund, cancellation, or other rights that have already accrued.

For refund requests, cancellations, payment disputes, Token issues, or questions about this Policy, contact:

CHALET AQUARIUS LTD

Company number: 15587263

20 Wenlock Road

London, England

N1 7GU

Email: info@chaletcoaching.co.uk

Phone: +44 7782 358363