Refunds
Refund Policy
A subscription that did you no good should not be left on your hands. This page says exactly what we refund, what we do not, and who to send the request to — which is not always us.
Last updated: 27 August 2026
14-day guarantee
For a first subscription paid by card or mobile money, you can ask for a full refund within 14 days of payment, with no justification — even if you used the service. This is a commercial guarantee that goes beyond the statutory right of withdrawal, which you waive by starting to use the service immediately.
Who to ask
A refund is handled by whoever took the payment. Approaching the wrong party is the single biggest cause of delay.
| Payment method | Who handles it | How |
|---|---|---|
| Card, on this site | Paddle, our official reseller | Write to FitForm support: we trigger the refund at Paddle. You can also use the link on your Paddle receipt email. |
| In-app purchase in the Android app | Google Play | The request goes to Google, from the Orders page of your Google account. We have no control over those transactions, but we can support your request. |
| Mobile money: MVola, Orange Money, Airtel Money | FitForm, directly | Write to FitForm support. The refund goes back to the mobile money number that paid. |
What we refund
- Any first subscription, within 14 days of payment, no reason needed.
- A double charge, or a charge after an effective cancellation: in full, with no time limit.
- A renewal you did not see coming, if you write within 14 days of the charge and the service was not used during the new period.
- The paid, unused period, pro rata, if we terminate your account through no fault of yours, or if we withdraw a material feature you were paying for.
- A prolonged outage attributable to us that deprived you of the service: pro rata to the downtime.
What we do not refund
- A period already used, beyond the 14-day guarantee.
- A subscription cancelled mid-period: access runs to its end, so nothing is lost.
- An account terminated by us for fraud, abuse or manipulation of the partner programme.
- Dissatisfaction with the fitness or weight-loss results obtained, which depend on factors outside our control.
- A hardware incompatibility the published requirements let you anticipate — check them before paying.
How to ask
Write to support from your account, giving your account email, the payment method used and the date of the charge. No particular form, and no justification required within the 14 days. We acknowledge within 2 working days and tell you immediately whether the request is ours to handle or the third-party seller's.
Timing
An admissible request is processed within 7 working days on our side. The money then arrives at your bank's pace: allow 5 to 10 working days for a card, usually under 48 hours for a mobile money refund. Google Play refunds follow Google's own timelines.
Effect on your access
A refund ends the subscription it relates to: access to paid features stops on the refund date. Your account, your profile and your session history are untouched, and free access continues.
Yearly subscription
The yearly subscription carries the same 14-day guarantee. After that it is not refunded pro rata: that is the counterpart of the reduced rate granted for a one-year commitment. Billing errors, termination on our initiative and prolonged outages remain refundable pro rata, exactly as for monthly.
Your statutory rights
This policy is a commercial guarantee: it adds to the rights the law of your country of residence gives you as a consumer, and never replaces or reduces them. Where the applicable law gives you more, that law prevails.
The other documents
- Terms of Sale — prices, renewal, withdrawal and cancellation.
- Manage my subscription — cancel, change plan or find your invoices.
Write to us
To request a refund or ask a question: the help centre, reachable from your account. hello@fitform.fit