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Refund & Cancellation
Coaching only works if both sides commit, so this policy is written to be fair rather than clever. Here is exactly what happens if you change your mind, need to pause, or want to stop.
Before you pay
There is no payment and no commitment at the enquiry stage. You message Dion, you talk about your goal, and you find out whether coaching is right for you before any money changes hands. If it isn't a fit, he'll tell you — turning someone away costs less than coaching them badly.
Cooling-off period
72 hours, full refund. If you change your mind within 72 hours of paying and your personalised programme has not yet been delivered, message us and we'll refund you in full, no questions asked.
Once your training programme and nutrition plan have been written and sent, that work is done and cannot be returned, so the cooling-off refund no longer applies. This is why we deliver plans promptly but never before you've had a chance to reconsider.
After your programme is delivered
Coaching is a personalised service, custom-built for you and delivered continuously across your paid period. Fees for a period already under way are non-refundable, including where:
- You didn't follow the plan, missed check-ins, or stopped engaging
- Your results were slower than you hoped, or different from someone else's
- Your circumstances changed — a new job, travel, exam season, a move
- You simply changed your mind about wanting to be coached
What you can always do instead is pause (below) or decline to renew.
Pausing your coaching
Life happens. If you're travelling, unwell, injured, in exam season or dealing with something heavy, tell us and we'll pause your coaching rather than let it burn away unused:
- Pauses are available for up to 4 weeks per 3-month coaching block, and longer for a documented medical reason.
- Paused time is added to the end of your coaching period. Nothing is lost.
- Ask before or during the period you want paused — we can't backdate a pause once the time has passed.
Ending your coaching
You can stop at any time by messaging us. Coaching then runs to the end of the period you've already paid for — you keep the plan and the check-ins you've paid for until it expires — and nothing renews after that. Coaching does not auto-renew, so there's no subscription to cancel and nothing will be charged silently.
Your programme documents remain yours to use personally after coaching ends. What ends is the ongoing coaching, check-ins and messaging access.
When we will refund you
We refund the unused portion of your paid period, pro-rata, if:
- We can't deliver. If Dion is unable to continue coaching you for an extended period due to illness, emergency or any other reason on our side, and can't reasonably make the time up.
- We end coaching for safety reasons. If we conclude that coaching you is unsafe or clinically inappropriate and you are not at fault.
- Duplicate or failed payments. Charged twice, or charged for something you never received? Send us the transaction reference and we'll refund the full amount.
Refunds are not available where coaching is ended because of abusive behaviour, non-disclosure of relevant health information, or a serious breach of the Terms of Service.
Medical exceptions
If a genuine medical event — injury, surgery, pregnancy complication, serious illness — makes it unsafe for you to continue, message us with the details. Our first offer will be an extended pause at no cost. Where a pause genuinely doesn't work for your situation, we'll consider a pro-rata refund of the unused period on a case-by-case basis. We've never made someone fight us on this.
How refunds are processed
| Step | What happens | Timeline |
|---|---|---|
| 1. Request | DM us with your name, payment date and reason | — |
| 2. Acknowledgement | We confirm we've received it | Within 24 hours |
| 3. Decision | We tell you the outcome and the amount | Within 7 working days |
| 4. Payout | Refund issued to the original payment method | Within 7–10 working days of approval |
Refunds always go back to the original payment method. How quickly the money appears after we release it depends on your bank or payment provider, which is outside our control. Any payment-gateway or currency-conversion charges already deducted by a third party cannot be recovered by us.
Chargebacks
If something has gone wrong, please talk to us first — we can almost always sort it out faster than a bank can. Raising a chargeback without contacting us suspends coaching while the dispute is open, and we will respond to the payment provider with our records of the service delivered.
Questions or a request
Send a direct message to @dionsamuel_ on Instagram. Dion handles refund requests personally, and you'll get a straight answer rather than a form response.