Refund Policy

Last Updated: December 18, 2025

Our Commitment

At FitPilot, we want you to be completely satisfied with our service. This Refund Policy explains your rights under Australian and New Zealand consumer law, as well as our standard refund practices.

🛡️ Your Consumer Rights Come First

Australian Consumer Law (ACL)

If you're in Australia, our services come with guarantees that cannot be excluded under the Australian Consumer Law.

Our services must:

Be provided with due care and skill
Be fit for the purpose you bought them for
Match the description we provided
Be completed within a reasonable time

If we fail to meet these guarantees, you are entitled to:

For a Major Failure:

Cancel your subscription and get a refund for the unused portion
Claim compensation for any loss or damage you suffered

For a Minor Failure:

We will fix the problem within a reasonable time
If we don't fix it promptly, you can cancel and get a refund

New Zealand Consumer Guarantees Act 1993

If you're in New Zealand, our services must:

Be of acceptable quality
Be fit for the purpose you acquired them for
Match our description
Be provided with reasonable care and skill

If we fail to meet these guarantees, you are entitled to a remedy, which may include a refund.

💰 Our Standard Refund Policy

1. 30-Day Money-Back Guarantee (New Customers)

If you're a new FitPilot customer:

You can request a full refund within 30 days of your first payment
No questions asked
You'll receive a 100% refund of your subscription fee

How to request:

Email: billing@fitpilot.me
Subject: "30-Day Refund Request"
Include: Your account email and reason (optional)

Processing:

Refund approved within 2 business days
Money returned to original payment method within 5-10 business days

2. Monthly Subscriptions

Cancellation:

You can cancel your monthly subscription at any time
Access continues until the end of your current billing period
No refunds for partial months

Example:

You subscribe on the 1st of the month for $24.99
You cancel on the 15th
You keep full access until the 1st of the next month
No refund for the 15 days you didn't use

Why?
You've had access to the service for that time, and our costs (servers, AI usage, support) were incurred.

Exception:
If there's a service failure (see Technical Issues below), we may pro-rate a refund.

3. Annual Subscriptions

Cancellation Within First 90 Days:

You can request a pro-rated refund within 90 days of purchase
We'll refund the unused months minus any discount you received

Example:

You pay $250 for a 12-month subscription ($20.83/month after discount)
You cancel after 2 months (10 months unused)
We refund: 10 months × $20.83 = $208.30

Cancellation After 90 Days:

No refunds for cancellations after 90 days
Your subscription continues until the annual term ends
You can choose not to renew

Why?
Annual plans are discounted for upfront commitment. After 90 days, you've received substantial value from the service.

4. Free Trial

30-Day Free Trial:

No credit card required
Full access to all features
Automatically ends if you don't subscribe
No refunds needed - you were never charged

If you subscribe after trial:

The 30-day money-back guarantee starts from your first payment
This is in addition to your trial period

5. Technical Issues and Service Failures

If FitPilot experiences significant technical problems:

Extended downtime (more than 24 hours)
Data loss due to our error
Features not working as described
Major bugs preventing use of the service

You can request:

A pro-rated refund for the time the service was unavailable
Extension of your subscription for the affected period
Full refund if the issue can't be resolved within 7 days

How to report:

Email: support@fitpilot.me within 7 days of the issue
Describe the problem and when it occurred
Include screenshots or evidence if possible

We will:

Investigate within 2 business days
Provide a resolution or refund within 7 business days

6. Pricing Errors

If we accidentally charge you the wrong amount:

Contact us immediately: billing@fitpilot.me
We'll refund the difference within 2 business days
Or correct the charge for future billing

7. White Label Add-On

White Label Commitment:

Minimum 3-month commitment required
No refunds within the 3-month period
After 3 months, can cancel with 30 days notice
Pro-rated refunds not available for partial months

Setup Fees (if applicable):

Non-refundable once setup work has begun

Exception:
If we cannot deliver the white label service as promised (major failure), full refund available.

❌ What We Don't Refund

No Refunds For:

1. Change of Mind (After 30 Days)

If you simply change your mind or no longer need the service after 30 days
Solution: Cancel your subscription to stop future charges

2. Failure to Cancel

If you forgot to cancel before your renewal date
Solution: Cancel immediately to prevent next renewal

3. Unused Features

If you didn't use all the features available
Example: "I didn't use the AI features, so I want a refund"
Solution: FitPilot provides access to features; usage is at your discretion

4. Trainer-Client Disputes

Issues between trainers and their clients
Disagreements about training methods or programs
FitPilot provides software; trainers provide professional services

5. Policy Violations

If your account was terminated for violating our Terms of Service
Example: Harassment, fraud, illegal activity

6. Third-Party Fees

Bank fees, currency conversion fees, or payment processor fees
We refund only the subscription amount, not additional fees

7. Chargebacks

If you initiate a chargeback, your account will be suspended
Contact us first to resolve any billing issues

🔄 How Refunds Work

Processing Time

Approval:

Most refund requests reviewed within 2 business days
Complex cases may take up to 5 business days

Payment:

Refund processed to your original payment method
Credit/Debit Card: 5-10 business days (depends on your bank)
Other Methods: Up to 14 business days

Refund Method

Always refunded to original payment method
Cannot be refunded to a different card or method
Cannot be refunded as cash or store credit

Notification

You'll receive an email when your refund is approved
Another email when payment is processed
Contact your bank if refund doesn't appear after 10 business days

📧 How to Request a Refund

Step 1: Contact Us

Email: billing@fitpilot.me
Subject: "Refund Request"

Step 2: Include This Information

Your account email address
Subscription plan (Solo, Studio, Enterprise)
Reason for refund request
Date of original payment
Any relevant screenshots or evidence (for technical issues)

Step 3: We Review

We'll acknowledge receipt within 1 business day
Review and decision within 2-5 business days
Approval or explanation of why refund can't be provided

Step 4: Refund Processed

Refund issued within 2 business days of approval
Appears in your account within 5-10 business days

🇦🇺 Australian Consumers

If you believe we've breached consumer guarantees:

Contact us first: billing@fitpilot.me
If not resolved, contact:
- ACCC (Australian Competition & Consumer Commission)
- Website: www.accc.gov.au
- Phone: 1300 302 502
Or your state/territory consumer protection agency:
- QLD: Office of Fair Trading
- NSW: NSW Fair Trading
- VIC: Consumer Affairs Victoria
- etc.

🇳🇿 New Zealand Consumers

If you believe we've breached consumer guarantees:

Contact us first: billing@fitpilot.me
If not resolved, contact:
- Commerce Commission
- Website: www.comcom.govt.nz
- Phone: 0800 943 600
For small claims (under $30,000):
- Disputes Tribunal
- Website: www.disputestribunal.govt.nz

🔍 Subscription Cancellation (Not the Same as Refund)

To cancel your subscription (stop future charges):

Option 1: In Your Account

Log in to FitPilot
Go to Settings > Billing
Click "Cancel Subscription"
Confirm cancellation

Option 2: Email Us

Email: billing@fitpilot.me
Subject: "Cancel Subscription"
We'll process within 1 business day

What Happens:

Access continues until end of current billing period
No further charges
Data export available for 30 days
Certain records (including health-related records) may be retained where required or reasonably necessary for compliance, audit, and dispute resolution (commonly up to 7 years)

Cancellation is NOT a refund - you keep access for the time you've paid.

📞 Questions About Refunds?

Billing Questions: billing@fitpilot.me
Technical Support: support@fitpilot.me
General Inquiries: +61 499 628 369

Business Hours:
Monday - Friday: 9am - 5pm AEST
Response time: Within 1-2 business days

🔄 Changes to This Policy

We may update this Refund Policy from time to time. Changes will be:

Posted on this page with updated "Last Updated" date
Emailed to active subscribers (for material changes)
Effective immediately upon posting

Continued use of FitPilot after changes means you accept the updated policy.

✅ Summary

30-day money-back guarantee for new customers
Pro-rated refunds for annual plans within 90 days
No refunds for partial months on monthly plans
Technical issues: Pro-rated refunds available
Your consumer rights cannot be waived - ACL and CGA always apply
Contact us first for all refund requests: billing@fitpilot.me

Fair and reasonable refunds are part of our commitment to customer satisfaction. We'll always work with you to find a solution.

FitPilot Software (Individual) | ABN 71 676 487 239
billing@fitpilot.me | +61 499 628 369
7 Clunies Ross Court, Suite #1035, Eight Mile Plains, QLD 4113, Australia

Last Updated: December 18, 2025