Refund Policy

Our Commitment to Your Satisfaction

At Peakstone Performance, we are confident in the quality and effectiveness of our fitness challenge programs. We want you to feel secure in your investment and committed to your transformation journey. This Refund Policy explains the terms and conditions under which refunds may be requested and processed.

1. 7-Day Money-Back Guarantee

We offer a 7-day money-back guarantee on all of our fitness challenge programs (7-day, 14-day, and 30-day challenges). If you are not completely satisfied with your purchase for any reason within the first 7 days of your enrollment, you may request a full refund.

1.1 Eligibility for Full Refund

To qualify for a full refund under our 7-day money-back guarantee:

• Your refund request must be submitted within 7 calendar days of your initial purchase date
• You must submit your refund request via email to support@peakstone-performance.com
• You must provide your order number and registered email address
• You must briefly explain your reason for requesting a refund (this helps us improve our programs)

1.2 Processing Full Refunds

Once we receive your refund request:

• We will acknowledge receipt of your request within 24 business hours
• Your refund will be processed within 5-7 business days
• The refund will be credited to the original payment method used for purchase
• Your access to the program materials will be revoked upon refund approval
• You will receive a confirmation email once the refund has been processed

Please note that depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear on your statement.

2. Partial Refund Policy (After 7-Day Guarantee Period)

After the initial 7-day guarantee period has expired, partial refunds may be considered under specific circumstances. We evaluate each request on a case-by-case basis.

2.1 Circumstances for Partial Refund Consideration

Partial refunds may be granted in the following situations:

• Medical Emergency: If you experience a serious medical condition or injury that prevents you from continuing the program, documented by a healthcare professional
• Technical Issues: If you experience significant technical problems accessing program materials that we are unable to resolve within a reasonable timeframe
• Program Discontinuation: If we discontinue a program you have purchased before its scheduled completion date
• Duplicate Purchase: If you accidentally purchase the same program twice

2.2 Partial Refund Calculation

Partial refunds are calculated based on:

• The number of days remaining in your challenge program
• The amount of program content you have accessed
• Any applicable administrative fees (up to $25)
• The specific circumstances of your refund request

For example, if you are 10 days into a 30-day challenge and request a partial refund due to medical reasons, you may be eligible for a prorated refund for the remaining 20 days, minus any administrative fees.

3. Non-Refundable Situations

Refunds will NOT be granted under the following circumstances:

• After Challenge Completion: Once you have completed your challenge program (7, 14, or 30 days), no refund will be issued
• After 14 Days of Purchase: No refunds will be considered for requests made more than 14 days after the purchase date, regardless of program duration
• Lack of Results: Refunds will not be granted solely based on not achieving desired fitness results, as individual results vary based on effort, adherence, nutrition, and personal factors beyond our control
• Changed Mind: After the 7-day guarantee period, refunds will not be granted simply because you changed your mind or lost motivation
• Violation of Terms: If your account or access has been terminated due to violation of our Terms of Service
• Subscription Renewals: For subscription-based programs, refunds are not available for renewals. You must cancel your subscription before the renewal date to avoid being charged
• Third-Party Purchases: Programs purchased through third-party platforms are subject to those platforms' refund policies

4. Subscription Cancellation Policy

For ongoing subscription-based programs and memberships:

4.1 Monthly Subscriptions

• You may cancel your monthly subscription at any time through your account settings
• Cancellation must be completed at least 24 hours before your next billing date to avoid being charged
• You will retain access to your subscription benefits until the end of your current billing period
• No refunds will be provided for the current billing period
• Once canceled, your subscription will not renew, but you will not receive a refund for any unused portion of your subscription

4.2 Annual Subscriptions

• Annual subscriptions may be canceled within 30 days of purchase for a full refund
• After 30 days, annual subscriptions are non-refundable
• If you cancel after 30 days, you will retain access for the remainder of your subscription period
• Annual subscriptions do not automatically renew; you will receive notification before expiration

5. How to Request a Refund

To request a refund, please follow these steps:

Step 1: Gather Your Information

• Your order number (found in your purchase confirmation email)
• The email address associated with your account
• Your full name as it appears on your account
• The date of your purchase
• The specific program you purchased

Step 2: Contact Our Support Team

Send an email to support@peakstone-performance.com with the subject line "Refund Request - [Your Order Number]"

In your email, please include:

• All information from Step 1
• A brief explanation of why you are requesting a refund
• Any supporting documentation (medical notes, screenshots of technical issues, etc.)
• Your preferred refund method (original payment method or other)

Step 3: Await Response

• You will receive an acknowledgment of your request within 24 business hours
• Our team will review your request and respond within 3-5 business days
• We may request additional information or clarification
• Once approved, refunds are processed within 5-7 business days

6. Promotional and Discounted Programs

Programs purchased at a promotional or discounted rate are subject to the same refund policy as full-price programs during the 7-day guarantee period. However, any partial refund granted after the guarantee period will be calculated based on the discounted price paid, not the original full price.

6.1 Bundle Purchases

If you purchase a bundle of multiple programs at a discounted rate:

• The 7-day guarantee applies to the entire bundle purchase
• You cannot request a refund for individual programs within a bundle after 7 days
• Partial refunds for bundles will be calculated based on the bundle price, not individual program prices

7. Chargebacks and Disputes

We encourage you to contact us directly to resolve any billing issues before initiating a chargeback with your credit card company or bank. Chargebacks are costly and time-consuming for both parties.

7.1 Chargeback Consequences

If you initiate a chargeback:

• Your account and access to all Peakstone Performance services will be immediately suspended
• We will provide evidence of your purchase and usage to your credit card company
• If the chargeback is found to be invalid, you will be responsible for chargeback fees (typically $15-$25)
• Accounts with fraudulent chargebacks will be permanently banned from our services

7.2 Good Faith Resolution

We are committed to resolving billing disputes fairly and quickly. If you contact us with a legitimate concern, we will work with you to find a reasonable solution, which may include:

• Extending your program access
• Providing additional support or resources
• Transferring your purchase to a different program
• Issuing a partial or full refund as appropriate

8. Program Transfers and Credits

In some cases, instead of a refund, we may offer you the option to transfer your purchase to a different program or receive account credit.

8.1 Program Transfer

• You may request to transfer your purchase from one challenge length to another (e.g., from 30-day to 14-day)
• Transfers are subject to approval and must be requested within 14 days of purchase
• If transferring to a less expensive program, the difference will be issued as account credit
• If transferring to a more expensive program, you must pay the difference
• Program transfers are allowed only once per purchase

8.2 Account Credit

• Account credits can be used toward future program purchases
• Credits do not expire but are non-transferable
• Credits cannot be redeemed for cash
• Credits will be forfeited if your account is terminated for Terms of Service violations

9. Force Majeure and Service Interruptions

In the event of circumstances beyond our reasonable control (including but not limited to natural disasters, pandemics, government actions, server failures, or other force majeure events) that result in significant service interruptions:

• We will extend your program access for a period equal to the interruption
• If the interruption exceeds 7 consecutive days, you may request a prorated refund
• We will communicate any service interruptions and proposed solutions via email

10. Digital Content and Intellectual Property

All program materials, including workout videos, meal plans, tracking tools, and educational content, are digital products. By purchasing, you acknowledge that:

• Digital products cannot be "returned" in the traditional sense
• Once you access program materials, you have received the full value of your purchase
• Downloading or copying program materials does not entitle you to a refund
• Sharing or distributing program materials violates our Terms of Service and may result in account termination without refund

11. Refund Processing and Timeline

Understanding the refund process timeline:

Our Timeline:

• Day 1: Receipt acknowledgment within 24 business hours
• Days 2-5: Review and approval process
• Days 6-12: Refund processing and crediting to your account

Bank/Credit Card Company Timeline:

• Credit Cards: 5-10 business days after we process the refund
• Debit Cards: 3-7 business days after we process the refund
• PayPal: 1-3 business days after we process the refund

Total time from refund request to funds appearing in your account: 7-22 business days depending on your payment method.

12. Special Circumstances and Exceptions

12.1 Medical Hardship

We understand that serious medical issues can prevent program participation. If you experience a medical emergency or diagnosis that makes it impossible to continue:

• Contact us within 30 days of the medical event
• Provide documentation from a licensed healthcare provider
• We will review your case individually and typically offer a prorated refund or program freeze option

12.2 Active Military Deployment

• Active military members who are deployed may request to freeze their program or receive a prorated refund
• Deployment orders must be provided as documentation
• Frozen programs can be reactivated within 12 months of deployment end

12.3 Bereavement

• We offer special consideration for participants experiencing the loss of an immediate family member
• Contact us with documentation, and we will work with you on a case-by-case basis
• Options may include program freeze, transfer, or partial refund

13. Updates to This Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes constitutes acceptance of the new policy. However, any changes will not affect refund requests made before the policy update.

We will notify users of significant policy changes via:

• Email notification to all active users
• Notice on our website homepage
• In-app notification for mobile users

14. Contact Us About Refunds

If you have any questions about our Refund Policy or need assistance with a refund request, please don't hesitate to contact us. We're here to help and committed to your satisfaction.