This is a plain-language summary of the payment and refund terms. It should be read together with our full Terms & Conditions, which govern in the event of any difference.
1. Payment and enrolment
Full payment of the program fee is required in advance unless a different arrangement is specifically agreed and confirmed by us in writing. Enrolment and access are confirmed only after payment has been successfully received and verified. Where an instalment arrangement is agreed, it is a payment facility and does not divide a fixed-duration program into separate monthly purchases.
2. When your membership becomes active
Your membership becomes active at the earliest of: onboarding or your initial assessment beginning; a team member starting to prepare or provide an individualised service; access to a live session, recording, community group, plan, application or resource being provided; you attending or accessing any part of the service; or the agreed start date arriving. Delayed attendance does not postpone activation.
3. Program duration and inactivity
Every program has a fixed duration based on the membership agreed at enrolment. The membership continues to run even if you do not attend live sessions, use recordings, submit updates or respond. Inactivity does not automatically pause or extend the membership, and unused sessions, calls, assessments, plans and other benefits expire at the end of the membership period unless we have agreed otherwise in writing.
4. Pause or freeze
A pause, freeze or extension is available only if it was expressly included in your membership or specifically agreed in writing at enrolment. We do not provide a general or automatic freeze. Any approved pause cannot be exchanged for cash, a refund, credit or a transfer to another person.
5. Refunds after activation
Once a membership has been activated, program fees are non-refundable where you cancel, withdraw, do not participate or are unable to continue for a reason personal to you. In particular, no full or partial refund, credit or fee reduction is ordinarily provided because of:
- travel, relocation, holidays, or work, school or family commitments;
- changes in your schedule or inability to attend a preferred class timing;
- missed sessions or not using recordings, calls, plans or assessments;
- inactivity, non-response, or not following or completing the program;
- personal or family circumstances;
- pregnancy, illness, injury, medical emergency or medical advice to stop or restrict exercise;
- internet, electricity, device or other technical issues on your side;
- loss of interest or motivation;
- dissatisfaction based on personal preference where the contracted service remains available; or
- not achieving an expected result.
A medical certificate, pregnancy confirmation or travel document does not automatically create a refund entitlement. This policy reflects the coaching capacity, assessment time, planning, group space and team resources allocated to you following enrolment and activation.
6. Your legal rights
This policy applies to cancellation, withdrawal or non-participation initiated by you. It does not exclude any refund, correction, re-performance, credit or other remedy required by applicable law, including where a paid service is materially defective or is not supplied as agreed.
7. Requests made before activation
A request made before your membership is activated will be handled according to the offer terms disclosed at enrolment, any work already completed, legally deductible third-party charges and applicable consumer law. Any approved refund will be confirmed by us in writing and returned, where possible, through the original payment method.
8. Non-transferability
Memberships and program benefits are personal to the registered client and may not be transferred, sold, assigned, exchanged or gifted to another person without our prior written permission.
9. How to raise a request
To raise a refund or cancellation request, contact us on WhatsApp at +971 55 174 0803 with your registered details, program name and payment information, and a clear description of your concern. We will review it and respond within a reasonable period.
