1. General Policy Overview

Our products and services fall into three main categories:

• pre-made digital products, such as downloadable workout plans, trackers, and guides;

• custom workout plans, which are once-off personalized services created for your individual needs; and

• online coaching services, which are ongoing services delivered over time.

Because each category is different, the cancellation and refund rules below are also different.

2. Pre-Made Digital Products

Pre-made digital products include downloadable workout plans, nutrition guides, tracking templates, and similar digital resources that are delivered electronically.

Because these products are digital in nature and are typically made available immediately after purchase, refunds are generally not offered once the product has been accessed, downloaded, delivered, or made available to you, except where required by applicable South African law.

This means that once you have received access to the digital product, the sale will usually be treated as final.

However, we may consider a refund or replacement in limited situations, such as where:

• you were charged more than once for the same product due to a payment error;

• the file is materially defective, corrupted, or inaccessible and we are unable to provide a working replacement within a reasonable time;

• you were supplied with the wrong product and we are unable to correct the error; or

• a refund is otherwise required by law.

Refund requests based on reasons such as a change of mind, lack of use, failure to read the product description, or the product not matching personal preference will generally not qualify for a refund once access has been provided.

3. Custom Workout Plans

Custom workout plans are once-off personalized services created specifically for you based on the information you submit to us.

Because a custom plan involves time, analysis, programming, and personalized preparation, refunds are handled differently from pre-made products.

​

Before work begins

If you purchase a custom plan and then wish to cancel before we have started reviewing your form, planning your program, or doing any substantive work, we may issue a refund, less any non-refundable payment processing or admin costs where applicable and lawful.

After work has begun

Once we have started work on your custom plan, full refunds will generally not be available, because the service is already being delivered in a personalized form.

If a refund has been granted, a 10% refund fee can be charged.

After delivery

Once the completed custom plan has been delivered to you, the service will generally be regarded as fulfilled and no refund will usually be due, except where required by law.

If there is a genuine issue

If there is a clear error in the delivered plan that is inconsistent with the information you provided, we may, at our discretion and where reasonable, offer a correction or limited revision instead of a refund.

Refunds will not usually be granted where dissatisfaction is based on factors such as:

• failure to provide complete or accurate information during onboarding;

• a change in your goals after the plan has already been created;

• failure to use the plan;

• preference for a different training style after delivery; or

• expectations of ongoing coaching where the product purchased was a once-off custom plan.

4. Online Coaching Services

Online coaching is an ongoing service delivered over time and may include programme design, check-ins, support, adjustments, and accountability depending on the package selected.

​

Setup fees

If your coaching package includes a setup fee, that fee is generally non-refundable once onboarding, review, or initial programme creation has begun, because it covers upfront work already performed.

Minimum commitment periods

If your coaching service includes a minimum commitment period, that commitment will apply as described on the sales page, checkout page, or onboarding documents. Cancellation before the end of that minimum term will not automatically entitle you to a refund for the remaining period, unless required by law.

Monthly or recurring coaching

Where coaching is billed monthly or on a recurring basis, cancellation will normally apply to future billing periods only. Unless stated otherwise, refunds will generally not be issued for a coaching period that has already started, because coaching capacity, planning, and support time are reserved for you in advance.

Failure to engage

If you do not complete check-ins, do not respond, do not use the programme, or otherwise fail to engage with the coaching process, this does not normally create a right to a refund.

If we are unable to continue

If we are unable to continue providing coaching for reasons within our control, we may, where appropriate, provide either:

• a partial refund for the unused portion of the current coaching period; or

• another reasonable remedy.

5. Cooling-Off Rights and Consumer Rights

Nothing in this policy is intended to remove or unlawfully limit any consumer rights you may have under South African law.

South African law may provide cancellation or cooling-off rights in certain online or direct-marketing transactions. The exact position can depend on the nature of the transaction and how it was concluded. ECTA includes specific consumer-related rules for electronic transactions, and the CPA also includes direct-marketing cooling-off rights, although CPA section 16 states that it does not apply where ECTA section 44 applies.

If you believe you are legally entitled to cancel or obtain a refund under applicable law, please contact us with full details so that we can assess the request in good faith.

6. Incorrect Purchases and Change of Mind

Please review the product or service description carefully before purchasing.

As a general rule:

• change-of-mind refunds are not offered for digital products once access has been granted;

• change-of-mind refunds are not usually offered for custom plans once work has started; and

• change-of-mind refunds are not usually offered for coaching periods that have already begun.

This is why we recommend reviewing the product page, inclusions, and FAQs before purchasing.

7. Payment Errors and Duplicate Charges

If you believe you were charged incorrectly, charged more than once, or billed after a valid cancellation, please contact us as soon as possible with:

• your full name;

• email address used for purchase;

• date of purchase;

• product or service purchased; and

• proof of payment or screenshot of the charge.

Where a payment error is confirmed, we will correct it as quickly as reasonably possible.

8. How to Request a Refund or Raise a Problem

If you believe there is a valid reason for a refund, replacement, correction, or billing review, please contact us at:

Email: tristan@chapterfitness.co.a
Phone / WhatsApp: [Insert number]

Please include:

• your name and surname;

• the email address used for the purchase;

• the date of purchase;

• the product or service purchased;

• the reason for your request; and

• any supporting documents or screenshots.

We may request additional information where necessary to assess the matter properly.

9. How Refunds Are Processed

If a refund is approved, it will generally be processed back to the original payment method used for the purchase, unless another method is required or agreed.

Refund processing times can vary depending on the payment provider or bank. Any non-refundable third-party transaction fees may be deducted where lawful and where clearly disclosed.

10. Chargebacks and Payment Disputes

We encourage you to contact us first before initiating a chargeback or payment dispute, so that we have a fair opportunity to resolve the issue.

If a chargeback is initiated in relation to a validly supplied digital product, custom service, or coaching period already delivered, we reserve the right to provide the relevant records, delivery confirmations, communications, and policy disclosures to the payment provider or financial institution handling the dispute.

11. Policy Updates

We may update this Refund / Digital Product Policy from time to time. The latest version will always appear on this page with the updated effective date.