The short version
- First payment for a plan: full refund if you ask within 7 days.
- Renewals aren't refunded, but you can cancel any time to stop the next charge.
- Failed, duplicate or wrong charges are always refunded in full.
- Approved refunds go back to your original payment method within 5 to 7 working days.
What this covers
This policy covers payments made in Merova Fit (fit.merova.app and the Android app): plans and coaching, paid call bookings, and shop orders. It's part of our terms of service.
Plans and coaching
- 7-day refund. If you're not happy, ask for a full refund within 7 days of your first payment for a plan. This applies once per person.
- After 7 days. The current billing period isn't refunded, but you keep access until it ends.
- Renewals. Renewal payments aren't refunded. Cancel before your renewal date to avoid the next charge.
How to cancel a plan
- In the app: [IN-APP PATH, e.g. Profile > Plan > Cancel]; or
- email support@merova.app from the email address on your account.
Cancelling stops future renewals. Your plan stays active until the end of the period you've paid for. There's no cancellation fee.
Paid call bookings
If a call is paid separately from your plan:
- cancel or reschedule at least [24 hours] before the call for a full refund;
- later cancellations and missed calls aren't refunded; and
- if your coach cancels, you choose a full refund or a new time.
Shop orders
- Before dispatch. You can cancel an order for a full refund until it has been shipped or delivered.
- Damaged, faulty or wrong items. Tell us within [7] days of delivery, with photos, and we'll send a replacement or give a full refund.
- Change of mind. [RETURNS RULE, e.g. unopened items within 7 days, or not accepted].
- Items that can't be returned. For hygiene reasons, opened food, supplements and personal-care items can't be returned unless they arrived damaged or faulty.
Failed, duplicate or wrong payments
If money left your account but the payment failed, your bank or Razorpay usually reverses it automatically within 5 to 7 working days. If it doesn't, email us with the transaction ID and we'll sort it out. Duplicate or wrong charges are refunded in full.
How to ask for a refund
Email support@merova.app with:
- the email address on your account;
- the order or payment ID (it's on your receipt); and
- a short reason.
We'll confirm by email whether your refund is approved.
When you get your money
Approved refunds are sent back to the original payment method through Razorpay within 5 to 7 working days. Depending on your bank or card, it may take a few more days to show in your account.
Contact
Questions about a payment? Email support@merova.app. Address: [BUSINESS ADDRESS].