1. Introduction and general provisions
1.1. This Refund and Cancellation Policy (the “Policy”) establishes the principles, conditions and procedures governing refunds, payment cancellations, contractual withdrawal and other applicable consumer remedies in connection with the mobile application operating under the name Coach.ai (the “Application”) and its associated digital fitness services (collectively, the “Services”). The Application is developed, maintained and operated by Stay Fit Software - FZCO, a legal entity duly incorporated under the laws of United Arab Emirates (the “Company”, “we”, “us” or “our”). For the purposes of this Policy, “User”, “you” and “your” refer to any individual who downloads, registers for, accesses or otherwise uses the Application.
1.2. The Application provides artificial intelligence-assisted fitness coaching, exercise monitoring, automated movement analysis, training guidance and related fitness functionalities. The Application supports registered User accounts and allows Users to save exercise-related information and workout history. Camera-based exercise analysis is performed entirely on the User's device. The underlying video footage is neither transmitted to the Company's servers nor permanently recorded or retained.
1.3. As of the Effective Date, the Application is provided to Users entirely free of charge. The Company does not currently impose downloading fees, registration fees, mandatory subscriptions, in-app purchase charges or other payments for access to the Services. Accordingly, the Application's present commercial arrangement does not ordinarily involve monetary transactions between Users and the Company that would give rise to a reimbursement obligation.
1.4. This Policy supplements the Company's Terms and Conditions of Use and End-User Licence Agreement and should be read together with the Company's Privacy Policy. In the event of an inconsistency between this Policy and mandatory provisions of applicable consumer protection legislation, such mandatory provisions shall prevail. Nothing in this Policy shall be interpreted as excluding, restricting or diminishing statutory rights granted to consumers under applicable European Union or national legislation.
2. Free-of-charge services
2.1. Users may download, register for and use the Application's currently available functionalities without paying a fee to the Company. The Company shall not impose a payment obligation solely by reason of account registration, exercise monitoring, use of camera-assisted functionality or the storage of workout history under the current free-of-charge arrangement.
2.2. Since the Application is presently provided without monetary consideration, Users do not ordinarily make payments to the Company that could be reimbursed upon cancellation, discontinuation or account deletion. Consequently, the termination of access to the free Services does not, by itself, create an entitlement to a monetary refund.
2.3. The absence of a monetary purchase price does not necessarily exclude the application of consumer protection legislation. Where the Services fall within the scope of Directive (EU) 2019/770 or applicable national implementing legislation, Users may benefit from statutory rights concerning the supply, conformity, functionality and security of digital services. Such rights may apply in certain circumstances where personal data is provided rather than a monetary payment. Nothing in this Policy limits remedies available under mandatory law, including remedies that do not involve reimbursement of a purchase price.
2.4. Users remain responsible for fees independently imposed by mobile network operators, internet service providers or other third-party services used to access the Application. Such charges do not constitute payments made to the Company and are not refundable by the Company unless required by applicable law or a separate contractual undertaking.
3. Discontinuation of services and account deletion
3.1. Users may discontinue using the Application at any time without incurring a cancellation fee or contractual termination penalty. Discontinuation of free Services does not require the User to provide a reason.
3.2. Users may request permanent deletion of their registered accounts through the account deletion functionality provided within the Application or through the Company's webpage. The Company shall process such requests in accordance with its Privacy Policy and applicable data protection legislation.
3.3. Permanent account deletion shall ordinarily include deletion of the User's saved workout history, exercise statistics, account preferences and other associated personal data, subject to applicable legal retention requirements. The Company aims to complete deletion from active operational systems without undue delay and, under its standard operational procedure, within thirty (30) calendar days following receipt and verification of a valid request. Personal information contained in restricted system backups may remain temporarily until the applicable backup rotation period expires, which shall not ordinarily exceed ninety (90) calendar days. These operational arrangements do not limit rights or deadlines established by applicable data protection legislation.
3.4. Where no monetary payment has been made for the Services, account deletion shall not give rise to an obligation to reimburse the User. Where paid functionality is introduced in the future, the consequences of account deletion for outstanding subscriptions, prepaid services or other payment arrangements shall be governed by the relevant purchase conditions and applicable law.
3.5. If subscription functionality is introduced, deleting an account or uninstalling the Application may not automatically cancel a subscription administered by Apple, Google or another authorised billing provider. The Company shall clearly disclose the applicable cancellation procedure before any subscription arrangement is concluded. Nothing in this provision permits the Company to continue charging Users in circumstances where cancellation or termination is legally effective.
4. Introduction of future paid services
4.1. The Company may introduce optional premium features, paid digital content, subscription-based functionality or other paid services in the future. Any such introduction shall be subject to applicable legal requirements, relevant platform policies and transparent disclosure of the contractual and financial conditions governing the proposed purchase.
4.2. Before a User becomes bound by an obligation to pay, the Company shall provide the material information required by applicable law. Such information shall include, where relevant, the total price inclusive of applicable taxes, the nature and scope of the purchased functionality, the applicable billing period, contract duration, renewal conditions, cancellation procedures and any material limitations on access or use.
4.3. The Company shall not impose charges for optional paid functionality without obtaining the User's legally required affirmative agreement to the relevant payment obligation. The mere continued use of previously free functionality shall not constitute acceptance of new payment obligations.
4.4. Where paid functionality is introduced, the Company may supplement this Policy with feature-specific purchase conditions, provided that such conditions are disclosed before purchase and remain consistent with mandatory consumer protection requirements.
4.5. Users shall not be charged retrospectively for their previous use of Services provided free of charge. Any future pricing arrangement shall apply only in accordance with the terms lawfully agreed upon by the User.
5. Statutory right of withdrawal
5.1. Where a User qualifies as a consumer and concludes a distance contract for paid digital content or digital services, the User may benefit from a statutory right of withdrawal under Directive 2011/83/EU and applicable national implementing legislation. The existence, duration and conditions of the right of withdrawal shall be determined by the legal classification of the relevant contract and the mandatory law applicable to the transaction.
5.2. Where a statutory right of withdrawal applies, the ordinary withdrawal period shall be fourteen (14) calendar days from the conclusion of the relevant contract, unless applicable legislation provides otherwise. The User shall not be required to provide a reason for exercising a valid statutory withdrawal right.
5.3. A User entitled to withdraw may communicate an unequivocal decision to withdraw through the mechanisms provided by the relevant payment platform or by contacting the Company at hello@coach.ai, where the Company is the appropriate recipient of the withdrawal notice. The Company shall not require the User to adopt a particular form of communication where applicable law permits withdrawal through another unequivocal statement.
5.4. Where paid digital content not supplied on a tangible medium is made available immediately, the statutory withdrawal right may be lost once the supply has begun, but only where all conditions for that exception under applicable law have been satisfied. Where required, those conditions include the User's prior express consent to begin supply during the withdrawal period, acknowledgement of the resulting loss of the withdrawal right and confirmation of the contract in the legally prescribed manner. The Company shall not assume that downloading, accessing or using digital content automatically removes statutory withdrawal rights.
5.5. Where a paid digital service begins during the withdrawal period, the applicable withdrawal consequences shall be determined by the nature of the service, the degree of performance and the requirements of applicable law. Where legally permitted, a proportionate amount may be payable for services supplied before valid withdrawal, provided that the statutory conditions for such payment have been satisfied. The mere commencement of a continuing digital service shall not, by itself, be treated as extinguishing the withdrawal right.
5.6. For the Application's currently available free Services, the exercise of any applicable contractual withdrawal or termination right shall not ordinarily give rise to reimbursement because no monetary consideration has been received. However, this shall not affect other statutory remedies or obligations, including those relating to personal data.
6. Refunds for non-conforming digital content or services
6.1. Where applicable, the Company shall provide digital content and digital services that conform to contractual and objective requirements established under Directive (EU) 2019/770 and national implementing legislation. These requirements may concern the functionality, quality, compatibility, security, accessibility, continuity and updates reasonably required of the relevant Services.
6.2. Where paid functionality fails to conform to applicable statutory requirements, the User may be entitled to remedies provided by law. Depending on the circumstances, such remedies may include bringing the relevant digital content or service into conformity, proportionate reduction of the price or termination of the contract.
6.3. Where legally appropriate, the Company may address a non-conformity through corrective measures, software updates, restoration of functionality or other appropriate remedial action. Any such action shall be performed in accordance with applicable statutory conditions, including requirements concerning the time, cost and inconvenience imposed on the consumer.
6.4. Where a statutory price reduction is available, the amount shall be determined in accordance with applicable law, taking into account the relevant non-conformity and the circumstances of the transaction.
6.5. Where a consumer validly terminates a paid digital content or digital services contract due to non-conformity, the Company shall comply with applicable statutory reimbursement obligations. Refund amounts and deadlines shall be determined by the relevant legal provisions and payment arrangements.
6.6. The Company shall not rely on this Policy to exclude remedies that are mandatory under consumer protection legislation. Any contractual provision purporting to deprive a consumer of such remedies shall be ineffective to the extent prohibited by law.
7. Apple App Store purchases and refunds
7.1. This Section applies where paid features, subscriptions or other purchases are introduced and processed through Apple's App Store or In-App Purchase system.
7.2. Where Apple processes the relevant purchase and administers refunds under the applicable transaction terms, refund requests may be submitted through Apple's designated refund procedures. Users may access Apple's refund request service at:
https://reportaproblem.apple.com/
7.3. Refund requests submitted through Apple shall be assessed in accordance with applicable Apple procedures, the terms governing the relevant purchase and mandatory consumer protection requirements. The Company does not guarantee that every refund request will be approved by Apple.
7.4. The Company remains responsible for its obligations concerning the Application and any applicable statutory consumer remedies. Where the Company is legally responsible for resolving a particular claim, the involvement of Apple as a distribution or payment provider shall not eliminate such responsibility.
7.5. Where a purchase is lawfully made through another payment channel rather than Apple's In-App Purchase system, the applicable refund procedure shall depend on the identity of the seller, the payment arrangement and mandatory law. Users shall be informed of the relevant contractual counterparty and refund procedure before completing such a purchase.
7.6. Where subscriptions are introduced through Apple, Users shall be informed of the applicable subscription management and cancellation procedures. Cancellation of future subscription renewals shall not automatically determine entitlement to reimbursement of amounts already paid, which shall remain subject to the relevant purchase conditions and statutory rights.
8. Google Play Store purchases and refunds
8.1. This Section applies where paid features, subscriptions or other digital purchases are introduced and processed through Google Play.
8.2. Where Google Play processes the relevant transaction, Users may submit refund requests through the applicable Google Play refund mechanisms. Information concerning refund eligibility and the submission of requests is available at:
https://support.google.com/googleplay/answer/2479637
8.3. Refund eligibility may depend on the nature of the purchase, the time elapsed since the transaction, the applicable Google Play policies and the consumer protection rules governing the transaction. The Company does not guarantee approval of discretionary refund requests administered by Google.
8.4. Where a User experiences a problem with purchased functionality, including non-delivery, technical defects or material discrepancies between the purchased service and its description, the User may contact the Company for assistance. The Company shall review relevant requests and fulfil its legal obligations, irrespective of any separate procedures made available through Google Play.
8.5. Google Play procedures shall not exclude rights or remedies that the User is entitled to exercise under mandatory consumer protection legislation.
8.6. Where paid subscriptions are introduced through Google Play, Users shall be informed of the applicable procedures for cancelling future renewals. The legal consequences of cancellation, including continued access during a paid period and eligibility for reimbursement, shall be determined by the relevant purchase conditions and applicable law.
9. Processing of approved refunds
9.1. Where a monetary refund is lawfully due, reimbursement shall ordinarily be made through the original payment method, unless another method is expressly agreed upon or permitted by applicable law.
9.2. The Company shall process reimbursements within the periods required under applicable legislation. Where a valid withdrawal triggers the statutory reimbursement obligation under applicable consumer law, reimbursement shall generally be made without undue delay and within fourteen (14) days from the date on which the trader is informed of the decision to withdraw, subject to the legally applicable conditions. Refunds arising from non-conformity shall be processed within the applicable statutory period.
9.3. Where a refund is administered by Apple, Google or another authorised payment provider, the time required for funds to appear in the User's account may additionally depend on the provider, the selected payment method and the relevant financial institution.
9.4. Refunds shall be made in accordance with the applicable transaction terms and statutory requirements. Any currency conversion or payment processing consequences shall be determined by the relevant payment arrangements and applicable law, without prejudice to amounts the consumer is legally entitled to recover.
9.5. The Company shall not impose refund administration fees or deductions where such charges are prohibited by applicable consumer protection legislation.
10. Unauthorised or incorrect charges
10.1. The Application's current free-of-charge functionality does not require payment information for the purposes of purchasing Services. Users who believe they have been charged in connection with the Application should verify the origin of the transaction and may contact the Company for assistance.
10.2. Where an unauthorised transaction is alleged to have occurred through Apple, Google or another payment service provider, the User may report the transaction through the relevant platform or payment institution. The Company shall provide reasonable assistance where the transaction relates to Services for which it is responsible.
10.3. If future paid functionality results in a duplicate charge, incorrect amount or payment processing error attributable to the Company, the Company shall investigate the matter and arrange an appropriate correction or reimbursement where required.
10.4. Nothing in this Policy restricts rights available under applicable payment services legislation concerning unauthorised transactions, incorrectly executed payments or other payment disputes.
11. Refund requests and complaint handling
11.1. Users may submit questions, complaints or refund-related requests through the contact details provided in this Policy. Where the request concerns a transaction processed by a platform or payment provider, the Company may direct the User to the relevant procedure where appropriate.
11.2. To investigate a payment-related request, the Company may reasonably request information sufficient to identify the transaction, including the relevant purchase date, transaction identifier, payment platform or description of the issue. Users should not provide complete payment card numbers, card security codes or other unnecessary financial credentials.
11.3. The Company shall review complaints and requests in good faith and within the periods required by applicable law. Where relevant, the Company may request additional information reasonably necessary to investigate the matter.
11.4. Where a User experiences technical difficulties or considers that the free Services do not operate as described, the User may contact the Company for support. The Company shall review such complaints and provide any remedies required by applicable law.
11.5. Where a complaint cannot be resolved directly, Users may pursue applicable remedies through competent consumer protection authorities, approved alternative dispute resolution bodies or courts having jurisdiction.
12. Relationship between refunds and user data
12.1. Refund and cancellation procedures operate independently from the Company's obligations under applicable data protection legislation. A User's entitlement to exercise statutory personal data rights shall not depend on whether the User has made a payment or received a refund.
12.2. A refund request, contractual withdrawal or termination shall not automatically be treated as a request for erasure of personal data unless the User has requested deletion or erasure is otherwise required by applicable law.
12.3. Where access to paid functionality is terminated in the future, the handling of associated workout history shall be governed by the applicable contractual conditions, the Privacy Policy and mandatory requirements concerning personal data and digital services.
12.4. Users retain applicable rights of access, rectification, erasure, restriction, portability, objection and withdrawal of consent under the GDPR. Nothing in this Policy restricts those rights.
13. Limitations and exceptions
13.1. The Company does not guarantee that requests for discretionary refunds will be approved where no contractual or statutory refund entitlement exists.
13.2. A User's dissatisfaction with an exercise result, fitness outcome or personal training progress does not, by itself, establish a monetary refund entitlement, unless the circumstances also give rise to a contractual or statutory remedy.
13.3. The Application's automated coaching functions may be affected by device compatibility, camera positioning, environmental conditions and other technical circumstances. Such limitations shall not exclude statutory remedies where the Services fail to satisfy applicable conformity requirements.
13.4. No exception or limitation contained in this Policy shall exclude or restrict liability, withdrawal rights, conformity remedies or other consumer protections that cannot lawfully be waived.
14. Amendments to this policy
14.1. The Company may update this Policy to reflect changes in applicable legislation, payment arrangements, distribution platform requirements or the commercial functionality of the Application.
14.2. Where paid services are introduced, the Company shall update this Policy and any relevant purchase documentation before such functionality is made commercially available.
14.3. Where amendments materially affect existing contractual rights or obligations, the Company shall provide appropriate notice in accordance with applicable law.
14.4. Amendments shall not retroactively deprive Users of refund entitlements, statutory remedies or other vested rights arising under previously concluded transactions.
14.5. The current version of this Policy shall be made accessible through the Application and, where applicable, through the Company's website.
15. Governing law and consumer protection
15.1. This Policy shall be governed by the laws of the Republic of Lithuania, without prejudice to mandatory consumer protection provisions applicable in the country of the User's habitual residence.
15.2. The Company shall comply with applicable requirements arising under Directive 2011/83/EU concerning consumer rights, Directive (EU) 2019/770 concerning digital content and digital services, and relevant national implementing legislation, to the extent applicable to the relevant transaction.
15.3. Disputes arising in connection with this Policy shall be resolved by courts having jurisdiction under applicable law. Nothing in this Policy shall deprive consumers of mandatory jurisdictional protections or statutory dispute resolution remedies.
15.4. Any provision inconsistent with mandatory consumer protection legislation shall be ineffective to the extent of such inconsistency, without prejudice to the continued application of the remaining provisions.
16. Contact information
16.1 For questions concerning this Policy, cancellation of Services, payment disputes, refund requests or statutory consumer rights, Users may contact: hello@coach.ai.
17. Final provisions
17.1. The Application is currently supplied free of charge. The provisions of this Policy concerning paid purchases, subscriptions and monetary refunds shall become operational only where the corresponding paid arrangements are lawfully introduced.
17.2. Registration for, access to or use of the Application under its current commercial model shall not constitute agreement to any present or future payment obligation.
17.3. Nothing in this Policy shall exclude, restrict or diminish consumer rights or other statutory protections arising under applicable European Union or national legislation.
17.4. This Policy shall enter into effect on the Effective Date specified above and shall remain applicable until amended or replaced in accordance with its provisions and applicable law.