Refund & Cancellation Policy

1. Scope

This policy applies to subscriptions purchased through the Symbiote platform. Symbiote Fitness Ltd sells coach platform subscriptions. A client coaching subscription may be sold by the client's independent coach through Stripe Connect, so the coach is normally responsible for the underlying coaching service, subject to the payment and support tools we provide.

Nothing in this policy limits statutory rights.

2. Cancelling renewal

You can cancel renewal from the available billing controls or by emailing support@symbiotefitness.com from the account email. Unless a checkout offer says otherwise, cancellation takes effect at the end of the current paid billing period and access continues until then. Cancelling does not normally refund a period already started.

3. UK consumer cooling-off rights

If you are a UK consumer buying at a distance, you may have a legal right to cancel within 14 days after the contract is made. To exercise it, email support@symbiotefitness.com with your name, account email, purchase date, and a clear statement that you wish to cancel.

Before paid checkout, we ask you to make an express request if you want the subscription service to begin immediately during an applicable cooling-off period, and we record that request with the Stripe checkout and subscription record. If you then cancel during that period, the seller may charge a proportionate amount for service supplied before cancellation where the law permits. Any separate waiver required for fully supplied digital content must be explicit; silence is never treated as consent.

4. When we provide refunds

We will provide a refund where required by law. We will also investigate duplicate charges, an incorrect amount, billing after an effective cancellation, an unauthorised charge, or a material failure to provide the paid service that we do not remedy within a reasonable time.

A request should be made promptly and include the account email, invoice or payment identifier, date, amount, and reason. Approved refunds are returned to the original payment method and can take additional time to appear depending on Stripe and the payment provider.

5. Generally non-refundable amounts

Except where law requires otherwise, we do not refund change of mind after a valid cooling-off period, unused time in a period that remains available, usage or overage already consumed, storage already provisioned, account restrictions caused by a breach, or dissatisfaction with results that were not guaranteed.

We do not charge for features marked coming soon.

6. Client coaching charges

For a client subscription, first contact the coach shown at checkout because that coach sets the coaching price, service, trial if any, and applicable refund terms. You may also contact Symbiote support for payment assistance. We may help process a refund authorised by the coach or required by law, but do not remove the coach's legal responsibilities.

7. Failed payments and grace periods

If a recurring payment fails, we may retry it and notify the payer. The service may remain available during a stated billing grace period. If payment is not restored before the grace period ends, affected paid features may be suspended. Restoring payment does not create a refund entitlement for service supplied during the grace period.

8. Promotions and plan changes

Promotional discounts apply only for the displayed duration and then change to the displayed post-promotion price. Upgrade or downgrade charges and credits are shown before confirmation and may be prorated by Stripe. A discount has no cash value and is not refundable separately from the payment to which it applied.

Any promotional credit applies only to the products and periods confirmed at checkout. A package change does not itself grant a new promotion. Existing subscriptions retain their agreed promotional terms.

9. Chargebacks

Contact us before starting a chargeback so we can investigate. We do not prevent a lawful chargeback, but knowingly false chargebacks or chargeback abuse may result in account restriction and recovery of reasonable costs where permitted.

10. Contact

Email support@symbiotefitness.com. Postal contact: Symbiote Fitness Ltd, 3rd Floor, 86-90 Paul Street, London, England, EC2A 4NE.