30-Day Moneyback Guarantee & Refund Policy

1.1 Plans covered

The 30-Day Moneyback Guarantee applies to Unlimitr coaching subscriptions of three (3) months or longer, purchased directly from Unlimitr.

1.2 Plans not covered

• Unlimitr LIVE subscriptions, which are non-refundable at any plan duration, including three months and above
• Discovery Plans and Trial Plans
• Any plan with a duration of less than three (3) months
• Add-ons, diagnostic laboratory services, complimentary passes or sessions, and any third-party or external service, whether bundled or purchased separately

1.3 Refund window

A refund request must be raised within thirty (30) calendar days of subscription activation. Requests raised after this window will not be considered, regardless of the ground cited.

A refund may be considered where one or more of the following is established through the verification process described in Section 6.

2.1 Verified service failure

• Coach misconduct, verified through session logs, recordings, or investigation
• Repeated missed or cancelled sessions attributable to the assigned coach
• Failure to deliver the plan, program flow, or session cadence contracted at the point of sale

2.2 Unfulfilled or misrepresented sales commitments

Where a commitment made at the point of sale is not reflected in the plan delivered. This is verified against call recordings, chat transcripts, or written communication.

2.3 Significant technical failure attributable to Unlimitr

An app or platform defect originating from Unlimitr that materially prevents access to the program, and which remains unresolved after being reported and escalated through Support.

2.4 Exceptional cases

Unlimitr may approve a refund outside these grounds at its sole discretion. Such approvals are case-specific and non-precedential. No member of the sales, coaching, or support team is authorised to commit to a refund on this basis.

Duplicate payments, incorrect amounts charged, and charges applied after a confirmed cancellation are treated as billing corrections rather than refunds.

Billing corrections are processed on verification of payment records, regardless of plan type, plan duration, or engagement level. They are not subject to the engagement criteria in Section 4 and are not counted toward the request limits in Section 9.

4.1 Where these criteria apply

Engagement criteria apply to requests raised under Section 2.4, and to requests where the concern is dissatisfaction with a program that was delivered as contracted. In these cases, the user must have:

• Attended at least three (3) coaching sessions, or completed at least 25% of the assigned program flow including plans, logs, and sessions; and
• Accepted or declined at least one coach reassignment or alternative coaching option offered by the team.

4.2 Where these criteria do not apply

Engagement criteria do not apply to requests raised under Sections 2.1, 2.2, or 2.3, or to billing corrections under Section 3. A user is not required to demonstrate engagement with a service that was not delivered.

4.3 Coach reassignment

For requests under Section 2.1 involving coach fit or coach conduct, Unlimitr will offer a coach reassignment before a refund decision is finalised. Accepting the reassignment is optional, and declining it does not disqualify the request.

5.1 Channel

All refund requests must be raised by email to support@healthclickaway.com. This is the only valid channel for refund requests.

Requests raised through a coach, counsellor, WhatsApp, social media, or any other channel will be redirected to Support. Redirection does not extend the 30-day window described in Section 1.3, which runs from the date of subscription activation.

5.2 What to include

• Registered email address and mobile number
• Plan name and order or payment reference ID
• The ground being cited, as listed in Section 2
• A description of the issue, with relevant dates
• Any supporting evidence, such as screenshots, session references, or correspondence

Including all of the above at the outset allows the request to be assessed within the timelines set out in Section 6.

Every request is investigated before a decision is made. Unlimitr’s Support team owns the review and draws on coaching, operations, technology, and finance inputs as required.

A written decision will be communicated within seven (7) business days of the request being raised. Where information listed in Section 5.2 is missing, this timeline is paused from the date it is requested until the date it is received.

6.1 What is reviewed

Depending on the ground cited, the review may cover session logs and attendance records, coach notes and reassignment history, app and platform technical logs, sales call recordings and pre-sale correspondence, payment and billing records, and the applicable plan terms.

6.2 Possible outcomes

Refund approval is not automatic. A request may be approved in full, approved in part where services were materially delivered, or declined. The written decision will state the ground assessed and the basis for the outcome.

Where a refund is approved, the refundable amount is the amount paid to Unlimitr, less the following:

• Add-ons, diagnostic laboratory services, complimentary passes or sessions, and third-party or external services
• For EMI-based payments, all interest and financing charges. Only the principal amount is refundable
• App Store, Google Play, and other third-party platform fees
• For partial approvals, the value of services materially delivered, as determined by Unlimitr

Refunds are issued to the original payment method only. Unlimitr does not issue refunds to alternative accounts, as account credit in lieu of a refund, or in cash.

No refund will be issued for:

• Change of mind after service activation
• Partial plan usage or sessions already completed, except under a partial approval
• Sessions missed due to user unavailability
• Failure to follow program guidelines or coach recommendations
• Dissatisfaction with outcomes or results where the program was delivered as contracted
• Any request raised outside the 30-day window

• Users with two (2) or more refund requests within any six (6) month period will be flagged for review
• Repeated or potentially abusive requests may result in future refund eligibility being restricted
• Where a chargeback or payment dispute is raised with a bank or card issuer before a request has been raised with Support, Unlimitr may suspend account access pending resolution of the dispute

Unlimitr reserves the right to deny a refund, and to discontinue or restrict services, in cases involving verified unprofessional, abusive, inappropriate, or misconduct-related behaviour by the user.

Unlimitr may update this policy from time to time. The version in effect at the date of subscription purchase will apply to that subscription.

For any question relating to this policy, contact support@healthclickaway.com.