Policy

Refund & Returns Policy

Effective date: 12 August 2025

1. Summary (customer-facing)

Refund requests are handled under this Policy and applicable UK consumer law.

Typical processing time after approval: 5–10 business days (your bank's timelines may vary).

A refund will not exceed the original amount paid for the Tokens/transaction.

Spent Tokens (used for previews, full course generation, or PDF exports) are non-refundable, except where the supplied digital Service is defective, materially not as described, or not supplied as contracted.

Tokens are account-bound, non-transferable and are not exchangeable for cash, except where required by law.

Promotional/bonus Tokens are non-refundable unless the promotion's terms expressly state otherwise.

Submit requests to: info@aifitworld.co.uk with your order reference and details.

This Policy may be updated; material changes will be notified as in section 8.

If you consented at checkout to immediate supply of digital content (e.g., downloadable Training Plan) and then accessed/downloaded it, you may lose your statutory right to cancel for that transaction (see 4.7).

2. Scope and legal note

This Policy covers refunds for Tokens (internal account units) and digital/online Services provided by BREATHE FRESH LTD via AIFitWorld, including Training Plans (on-screen content, previews, exports), downloadable files (e.g., PDF/DOCX), and any bespoke materials.

Nothing here limits mandatory consumer rights under UK law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

3. Definitions

Tokens — internal units used to access paid features (previews, full course generation, PDF export). The indicative conversion/baseline is shown on the Pricing/checkout pages.

Unused Tokens — Tokens credited to your Account that have not been redeemed/spent.

Spent Tokens — Tokens used to unlock or obtain a paid feature or digital content.

Promotional/Bonus Tokens — Tokens issued as part of a special offer, bonus or incentive.

Bespoke/Custom Plans — materials created specifically for you following a brief and manual effort (if offered).

4. Refund principles (binding rules)

4.1 Refund cap. Any refund will not exceed the amount you originally paid for the Tokens/Service (net of any non-refundable processor fees) in the currency of purchase.

4.2 No refund for Spent Tokens. Tokens that have been redeemed are non-refundable, except where:

(a) the digital Service supplied is materially defective or materially not as described;

(b) we failed to supply the Service as contracted; or

(c) a refund is required by law.

4.3 Unused Tokens. Unused Tokens are generally refundable at the original purchase price if you request a refund before Tokens are spent. We may deduct non-refundable payment processor fees; any deduction will be itemised in the confirmation.

4.4 Account-binding; non-transferable. Tokens are tied to the Account they were credited to and cannot be transferred or assigned.

4.5 No cash-out. Tokens cannot be exchanged for cash or other real currency, except where required by law.

4.6 Promotional/bonus Tokens. Promotional/bonus Tokens are non-refundable unless the specific offer states otherwise (e.g., guaranteed-refund trials).

4.7 Immediate supply & opened content. Where you consent to immediate supply of digital content and then access or download it (e.g., a Training Plan PDF), you acknowledge that your 14-day cooling-off right may not apply to that transaction. Refunds in such cases are available only under 4.2 or as legally required.

4.8 Bespoke/custom work. For custom materials, refunds are unavailable once substantial work has begun, unless otherwise stated in a written bespoke agreement. Where staged delivery is agreed, any refund (if applicable) may be pro-rated per the bespoke terms.

4.9 System/technical errors. If a technical issue on our side prevented delivery or corrupted a file, we will re-deliver, repair, replace, or refund as appropriate.

5. How to request a refund (procedure)

Email info@aifitworld.co.uk (or use the in-app support form, if available) and include:

Order reference (mandatory);
Account email used for the purchase;
Whether the request concerns Unused Tokens or a Redeemed/Delivered Service;
For redeemed items: a description of the issue and supporting evidence (screenshots, filenames, error messages, steps to reproduce, timestamps, etc.);
Preferred refund method (normally we refund to the original payment method).

What happens next:

• We acknowledge your request within 5 business days;

• We may request additional information;

• We decide and, if approved, process the refund within 5–10 business days of approval (card/bank posting times may vary).

6. Investigation, evidence and decisions

6.1 Evidence. For redeemed Services we may review order and Token logs, checkout confirmations (Token baseline/conversion shown at checkout, totals), access/delivery logs (download timestamps, export IDs), and any evidence you supply.

6.2 Method. Approved refunds are usually sent to the original payment method. If unavailable, we may offer a reasonable alternative (e.g., bank transfer) subject to verification.

6.3 Rejection. If a claim is rejected, we provide a clear explanation and information on escalation/your statutory options.

7. Chargebacks, fraud and abuse

If you initiate a chargeback while a refund request is pending, we will treat the matter as a payment dispute and submit full evidence (order logs, checkout confirmations, IP/user-agent, timestamps, access events). We may refuse refunds and suspend or close Accounts where there is fraud, abuse, or repeated unwarranted chargebacks.

8. Changes to this Policy

We may update this Policy from time to time. Material changes will be notified to registered users via email and/or a prominent in-Service notice. Changes apply prospectively and do not affect completed transactions.

9. Record keeping and retention

We retain records necessary to assess refund decisions — including order IDs, Token purchase/redemption history, checkout acknowledgements (including any "immediate supply" consent text), timestamps, IP and user-agent — for at least 24 months, and up to 6 years for disputed or enterprise transactions, in line with our Privacy Policy and applicable data protection law.

10. Escalation and disputes

If you disagree with a decision, escalate by emailing info@aifitworld.co.uk with your reasons and order reference. We will review within 10 business days. This Policy does not affect your statutory rights; where applicable, you may use alternative dispute resolution or court proceedings.

11. Practical examples

Unused Tokens: You purchased 2,000 Tokens; you spent 300; the remaining 1,700 Tokens are refundable at the original purchase price (less any non-refundable processor fees).

Downloaded Training Plan: You consented to immediate supply and downloaded a PDF; a refund is available only if the file was defective, materially not as described, or not supplied as contracted.

Promotional Tokens: 100 bonus Tokens from a promotion are non-refundable.

Technical failure: Your export failed due to a verified platform error and could not be re-delivered — we will replace or refund.

12. Contact details

Email (support): info@aifitworld.co.uk

Phone: +44 7418604319

Postal: BREATHE FRESH LTD, Dept 6157 43 Owston Road, Carcroft, Doncaster, United Kingdom, DN6 8DA

Company Information