Refund Policy
If a client is dissatisfied with the resolution, they may request a further review by escalating the matter to the Head of Fulfilment and Community, Kristen. The escalated complaint will be reviewed impartially, and the client will be informed of the final decision.
At Radiance Fitness we aim to ensure your satisfaction and success with our programs. We are committed to offering a comprehensive and effective coaching experience. However, we understand that circumstances may arise that require a review of our refund policy.
Below are the guidelines for refund eligibility:
Process for Refund Request: To request a refund, please contact our support team via the Radiance Fitness Refund Request Form. Please include details of your engagement with the program and reasons for the refund request. We will respond promptly and work to resolve the matter satisfactorily.
Refund Timeframe: Refunds are eligible within 7 days of signing the contract. Clients are required to complete a Client Evaluation Call before the refund can be authorised to ensure we understand your concerns and have an opportunity to address them effectively. If the client wishes to withdraw from the program after the 7 day period, no refund will be provided.
Consumption Limit: If a client has onboarded and consumed more than 20% of the program within the 7-day period, the product will be considered used and a refund will not be granted.
Chargebacks: by signing our Terms and Conditions, you waive your right to reverse your payment with your card processor outside of the 7 day refund period.
Refund guarantee: If the client has actively engaged with the program and completed the actions as laid out in the ‘Steps to Success’ checklist, we will refund the cost of the program in full if, by the end of their program, they feel they did not receive the value they invested.
Fees: Any authorised refund will incur a $250 admin, sales and marketing fee, which will be deducted from the refund amount.
Please note that any refund is subject to review and will be considered within the context of these guidelines.