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Legal

Refund Policy

Our commitment to fair and transparent refunds.

Last updated: April 2026

1. Overview

Nutrifity (also branded as "FitPro Hub") is committed to fair and transparent refund practices for all users. This Refund Policy outlines the conditions under which refunds may be granted, the process for requesting a refund, and the protections in place for both Achievers and Professionals.

This policy applies to all transactions conducted through the Nutrifity platform. By using our platform, you agree to the terms outlined in this policy.

2. Refund Eligibility

You may be eligible for a refund in the following situations:

2.1 Full Refund

  • Cancellation within 48 hours: If you cancel a booking within 48 hours of purchase and the service has not yet been started or delivered, you are entitled to a full refund.
  • Professional cancellation: If a Professional cancels a confirmed booking, you will receive a full refund automatically.
  • No-show by Professional: If a Professional fails to show up or be available for a scheduled session without prior notice, you are entitled to a full refund.
  • Service not as described: If the service delivered is substantially different from what was described in the listing, you may request a full refund within 48 hours of the session.

2.2 Partial Refund

  • Late cancellation: Cancellations made after the 48-hour window but at least 24 hours before the scheduled session may qualify for a partial refund (up to 50%), at the Professional's discretion.
  • Service quality issues: If you are unsatisfied with a completed service due to quality concerns, you may request a partial refund. These cases are reviewed individually.
  • Package services: For multi-session packages, refunds for unused sessions may be granted on a pro-rata basis, minus any applicable fees.

3. How to Request a Refund

To request a refund, follow these steps:

  1. Log in to your Nutrifity account.
  2. Navigate to My Bookings in your dashboard.
  3. Select the booking you wish to request a refund for and click "Request Refund."
  4. Provide a reason for your refund request and any supporting details or evidence.
  5. Submit the request. You will receive a confirmation email with a reference number.

Alternatively, you may contact our support team directly at support@nutrifity.com with your booking reference number and reason for the refund.

4. Processing Timeline

  • Review period: All refund requests are reviewed within 2-3 business days of submission.
  • Decision notification: You will be notified of the outcome via email and in-app notification.
  • Refund processing: Approved refunds are processed within 5-10 business days. The refund will be issued to the original payment method used for the transaction.
  • Bank processing: Depending on your bank or payment provider, it may take an additional 3-5 business days for the refund to appear in your account.

5. Non-Refundable Items

The following are not eligible for refunds:

  • Completed sessions: Services that have been fully delivered and completed as described.
  • Subscription fees after trial: Professional subscription fees are non-refundable once the trial period has ended. You may cancel your subscription at any time to prevent future charges.
  • No-show by Achiever: If you fail to attend a scheduled session without canceling at least 24 hours in advance, no refund will be issued.
  • Digital content: Downloadable or digitally delivered content (e.g., meal plans, workout programs) that has been accessed or downloaded.
  • Late requests: Refund requests submitted more than 14 days after the service date, except in cases of fraud or significant misrepresentation.

6. Professional Protections

Nutrifity is committed to protecting Professionals who deliver quality services:

  • Payment for completed work: Professionals will always be compensated for services they have delivered in good faith and as described in their listing.
  • Dispute review: Before issuing any refund for a completed service, Nutrifity will review the dispute and may contact both parties for additional information.
  • Fraudulent claims: Refund requests that are found to be fraudulent or abusive will be denied, and the requesting user may face account suspension.
  • Cancellation fees: When an Achiever cancels with less than 24 hours' notice, the Professional may retain a portion of the fee as compensation for the lost booking.
  • Response opportunity: Professionals are given the opportunity to respond to refund requests and provide their perspective before a decision is made.

7. Platform Fee Handling

  • Full refunds: When a full refund is issued, the Nutrifity platform commission (3-4%) is also refunded to the Achiever.
  • Partial refunds: Platform fees are refunded proportionally based on the refund amount.
  • Professional cancellations: When a Professional cancels a booking, no platform fees are charged to either party.
  • Payment processor fees: Third-party payment processing fees (from Stripe or PayPal) may not be refundable, depending on the processor's policies. Any non-refundable processing fees are absorbed by Nutrifity and not charged to the user.

8. Dispute Resolution

If you disagree with a refund decision, you may escalate the matter through our dispute resolution process:

  1. Internal review: Request a review of the decision by replying to the refund decision email or contacting support@nutrifity.com. A senior support team member will re-evaluate the case within 5 business days.
  2. Mediation: If the internal review does not resolve the matter, both parties may agree to mediation facilitated by Nutrifity.
  3. External resolution: If all internal options are exhausted, you may pursue resolution through applicable consumer protection authorities or courts, in accordance with our Terms of Service.

We strive to resolve all disputes fairly and promptly. Our goal is to ensure that both Achievers and Professionals feel protected and treated equitably.

9. EU Consumer Rights

If you are a consumer based in the European Union, you may have additional rights under EU consumer protection law, including the right to withdraw from certain contracts within 14 days. However, please note that under EU Directive 2011/83/EU, the right of withdrawal does not apply to service contracts once the service has been fully performed with your prior consent.

Nothing in this Refund Policy limits your statutory rights as an EU consumer.

10. Contact Us

For refund requests, questions about this policy, or billing inquiries, please contact us: