Refund & Return Policy

This Refund & Return Policy explains when a MaxFit subscription payment may be refunded and how to request a refund. Because MaxFit is a digital service delivered electronically, this Policy is tailored to digital subscriptions. It should be read with our Subscription Terms, Cancellation Policy, and Pricing & Billing Policy.

1. Nature of the service

MaxFit provides immediate access to digital content and AI features on subscription. Once you begin using the service in a billing period, that period is generally considered consumed. This affects when a refund is available, as set out below.

2. When you are eligible for a refund

We will provide a refund where:

• Duplicate or erroneous charge — you were charged more than once, or in error, for the same period.
• Failed access — a technical fault attributable to MaxFit prevented you from using the paid service for a material part of the billing period and we could not resolve it in a reasonable time.
• Service not as described — the subscription materially failed to match its description at purchase.
• Unauthorised transaction — a charge was made without your authorisation (please also notify your bank).
• Mandatory law — a refund is required under the consumer-protection laws of the United Arab Emirates.

3. When refunds are generally not available

• Change of mind after you have started using the service for the current billing period.
• Partially used billing periods, except where required by law or expressly agreed.
• Failure to cancel before an auto-renewal, where the service remained available to you (see below for our goodwill window).
• Downtime or issues caused by third parties outside our control (for example a partner gym's own closure, or your device or connectivity).

4. Goodwill renewal window

If an automatic renewal charges you and you contact us within 14 days of that charge, have not materially used the paid features in the new period, we will normally refund that renewal as a goodwill gesture. This window is discretionary and additional to your statutory rights.

5. How to request a refund

1. Email billing@maxfit.io from your account email address.
2. Include the transaction/invoice reference, the date of the charge, and the reason for your request.
3. We will review and respond, usually within a few business days.

6. How refunds are processed

Approved refunds are processed by our payment processor, Dodo Payments, back to the original payment method. Once we approve and submit a refund, it typically appears within 5–10 business days, depending on your bank or card issuer. Any currency-conversion difference applied by your bank is outside our control.

7. Chargebacks

If you believe a charge is wrong, please contact us first — we can usually resolve it faster than a bank dispute. Raising a chargeback without contacting us may delay resolution and, if the charge was valid, may result in suspension of your account pending review.

8. Coach sessions & gym access

Paid coach sessions may be subject to the individual coach's cancellation terms shown at booking. Maxi Gyms access is part of your subscription and is not separately refundable per visit; if a gym leaves the network, remaining network access under your plan continues.

9. Your statutory rights

Nothing in this Policy removes or reduces your rights under the mandatory consumer-protection laws of the United Arab Emirates. See our UAE Compliance & Consumer Protection page.

10. Contact

Refund requests and questions: billing@maxfit.io.