My Body Plan: a review after consistent practice
If you have consistently followed the routine provided in your plan for one to two weeks and are unhappy with the service, you may request a refund review. Maddy reviews the training followed, check-ins, feedback, the support delivered and the concern you raise.
A request does not automatically qualify for a full refund. The decision and any approved amount are explained individually, taking account of the service already provided, any delivery problem and the unused coaching period. Where a partial refund is approved, the calculation is explained in writing. There is no guaranteed physical result within one or two weeks.
Do not continue exercising through pain or against clinical advice to qualify for a review. Contact Maddy if your circumstances change. Duplicate charges, a service not delivered as agreed, or a materially different service can be raised without waiting for the practice period.
The payment covers one month and does not create an automatic recurring debit. You can choose not to buy a further month. Stopping future coaching and requesting a refund for the current month are separate actions.
Adult and parent consultations
These consultation rules apply equally to the Fitness & Lifestyle, Live Coaching, and Parent & Child focuses. Each consultation is a separate service from an ongoing coaching package.
- At least one hour before the scheduled call: you may request a free reschedule to a mutually available time, or cancel for a full refund of that consultation fee.
- Less than one hour’s notice or a missed call: the consultation is normally non-refundable because the time was reserved for you. Contact Maddy about an exceptional circumstance; any replacement time is confirmed separately.
- After the consultation has been delivered: the fee is normally non-refundable. You can still raise a service-quality or non-delivery concern, and your statutory rights remain unchanged.
If an initial appointment or a reschedule requested with at least one hour’s notice cannot be arranged at a mutually suitable time, you can request a full refund. This does not override the late-cancellation or missed-call rule. A consultation fee is not automatically credited to or refunded with an adult or kids live package.
Adult live 1:1 coaching: written terms before payment
Adult live coaching consists of individual online training sessions. Package fees are discussed during a separate Live Coaching Consultation and agreed before payment. There is no direct adult-package checkout on the website.
Before you pay for the package, Maddy confirms the fee, schedule, session length, package validity, rescheduling notice, missed-session rules and treatment of unused sessions in writing. Review and agree those terms before purchasing. The six-week validity and specific unused-session calculation below apply to kids coaching, not automatically to the adult service.
Contact Maddy if the agreed service is not delivered or you need to cancel. A consultation purchase does not commit you to buying the package. The support and non-delivery provisions below apply, and statutory consumer rights remain unchanged.
Kids live coaching: cancellation and unused sessions
The package contains 12 sessions and is valid for six weeks from the first scheduled session. Package fees are discussed during the Parent & Child Consultation. The family and Maddy agree the fee and timetable before the package is purchased; Maddy then shares payment details personally.
- At least one hour before the first scheduled session: cancelling the package qualifies for a full refund of the package fee.
- Later package cancellations: cancellation requests made during the six-week validity period qualify for a refund of unused sessions. The calculation is the package amount paid divided by 12, multiplied by the number of unused sessions. Completed sessions and late cancellations or missed sessions counted as used are excluded.
- At least one hour’s notice: request a reschedule without losing the session. A replacement time must be mutually agreed within the package validity period. If no suitable replacement is available, the session remains unused and you may request its refund before the package expires.
- Less than one hour’s notice or a missed session: the session normally counts as used. Contact Maddy about illness or an exceptional circumstance for an individual review. This also applies to the first scheduled session if you cancel late or miss it.
- At the end of six weeks: unused sessions do not automatically roll over. Contact Maddy before expiry to arrange any remaining sessions or request cancellation. A delay caused by Maddy does not remove your entitlement to the affected session or refund.
Requests about illness, safety, interrupted coaching or exceptional circumstances are reviewed with the parent or guardian. A child is not required to complete an unsafe session to preserve a refund request.
If Maddy cannot deliver a call or session
A cancellation or technical failure on Maddy’s side does not count as a used call or session. You can agree a replacement time or request a refund for the undelivered service. For kids coaching, any necessary validity extension caused by Maddy’s delay is confirmed with the parent. If your own connection fails, notify Maddy promptly so the circumstances and remaining session time can be reviewed.
If a plan is not delivered as agreed, contact support. The one-to-two-week practice condition does not apply to a non-delivery complaint. A payment or service problem should not be resolved by paying again.
Request review and refund timing
- Acknowledgement: within two business days of receiving your request.
- Review: a written decision within five business days after the payment reference and necessary service details are available. If more information is needed, Maddy explains what is missing.
- Approved refund: submitted to Razorpay within two business days of approval.
- Bank processing: Razorpay states that normal refunds can take 7–10 business days to appear in the original payment method, depending on the bank and payment method. This is separate from the review period.
For these administrative timelines, business days are Monday to Friday, excluding public holidays in India. Your separate 24-hour plan-delivery, weekly check-in and post-consultation commitments are unchanged.
Refunds are returned to the original payment method. Keep the refund reference and contact support if the stated processing period has passed. Read Razorpay’s normal refund process.
International payments
Our current hosted Razorpay links collect INR. An approved refund is processed against that original transaction. Your bank’s conversion rate and charges can affect the amount shown in your home currency; FitnessByMaddy does not set your bank’s exchange rate. See services and pricing for the distinction between INR checkout and separately arranged USD offers.
Existing purchases and consumer rights
This policy applies to purchases made under these published terms. Earlier purchases retain the terms agreed at the time; this update does not retrospectively remove an existing entitlement. Nothing here excludes a consumer right that cannot lawfully be excluded.
FitnessByMaddy is operated by Mandeep Jakhar (Sole Proprietor), Haryana, India. Read the terms and conditions and shipping and service delivery policy alongside this policy.