This policy forms part of our Terms and Conditions. The policy outlines our refund conditions and processes.
Workout Depot is a marketplace reserved exclusively for fitness professionals to list and sell workout and fitness plans. These plans are made accessible to customers by our Site through our marketplace and can be downloaded from our marketplace to a personal device.
Once a training plan has been downloaded from our marketplace, it cannot be returned like a physical good. Therefore, in order to protect the integrity of our marketplace and our users, this policy clearly outlines the requirements for a refund and the procedures that will be used to determine the validity of a claim.
1. Refund Requirements
You can cancel a training plan purchase within 14 days from the date of purchase and receive a refund, provided that you have not started downloading it.
If you have started downloading a training plan, you will not be eligible for and waive your rights to a refund unless the training plan is faulty and does not meet the basic guidelines and requirements outlined in our Sellers Policy.
2. Requesting A Refund
Our refund procedure has been created to ensure your request is processed as efficiently as possible. Following the steps outlined below will ensure your request is processed as quickly as possible.
The quickest way to request a refund or resolve any other inquiry is to contact the Seller directly within the time period noted above. This should always be your first point of contact. You can contact the Seller directly using the ‘Message Seller’ tab that appears on all their listed training plans. You can quickly locate the listing of the plan you have purchased by clicking on the plans title from within the ‘Training Plans’ section of your account page. Please quote your order number in the message. This can be found in either the order confirmation email or from the ‘Order History’ tab of your account page.
As per our Terms and Conditions and Seller Policy, Sellers must respond to your request within two working days. Sellers can then work to rectify your issue where possible, or if they agree that your refund request meets our refund requirements, notify us to issue a refund.
In the event that your request is not responded to, or resolved by the Seller, you can contact us at [email protected] It is important that you have first contacted the Seller directly and allowed three business days response time, as we cannot move forward with your request until this has occurred. Please forward the email chain between yourself & the seller in your email to us. Once we have received your request, we will assess your refund against our Terms and Conditions and Seller Policy. Any decision by us is final and binding and is made at our sole discretion. We may request any additional information from you or the Seller as may be reasonable to allow us to make such decision and you will deal with any such request promptly. We aim to complete our assessment within five business days. When contacting us regarding your refund, please include your order number and title of the training plan, alongside any evidence which supports your claim. Once we have assessed the refund we will notify you and the Seller of the outcome.
Should the request be resolved in your favour, we will issue a full refund to the payment method you used to purchase the plan. Receiving this refund can take up to 7 days following notification of the refund as set out above depending on your payment provider.
3. For Sellers
The following section outlines how Workout Depot deals with refunds regarding Sellers. In the event of a refund against on one of your training plans, Workout Depot will refund your customer the full amount of the purchase price. This is to provide a quick and efficient service to our users and bypass any delay in communication that may unnecessarily prolong the refund period.
This section outlines our procedure for recovering any funds that are due to be/have been transferred to you as a result of a refunded sale. There are two possible scenarios:
Scenarios 1. The Funds From Your Sale Are Yet To Be Transferred To Your Account
In this case, the sale and the refund have both occurred before the funds for your training plan have been paid out. For example, a plan can be sold on the 2nd of a month and refunded on the 17th of the same month. Both transactions have occurred before the month’s end (when sales funds are transferred to Sellers), and therefore you will not have received any funds from this refunded sale. In this case, there is no money to recuperate from yourselves, and no further action is required on your part.
The transaction will be marked as ‘Refunded’ in your order history, and no funds will be paid out to you for this transaction.
Scenario 2. The Funds From Your Sale Have Been Transferred To Your Account.
In this event, you have been paid your funds before a refund was issued. For example, a plan was sold in a given month, you were paid your funds for that sale at the end of that month, and a refund was issued at the start of the following month. In this case, you have received funds for a sale that was later refunded. You will be advised of the amount to repay Workout Depot – typically 70% of the purchase price of the training plan paid by your customer – although this may differ if you are benefiting from one of our promotional offers and if we incur any additional fees or costs which we reasonably incur to effect the refund (ie bank or Paypal charges).
How To Reimburse Workout Depot
When a refund is issued, both you and your customer will be notified by email. Your notification email will contain;
• Order details
• The customer’s reason for the refund
• Our decision and feedback (if appropriate)
• The amount to repay to Workout Depot. Our bank details will not be contained within the refund email itself for your security. Please see the below text in bold for how to obtain our account details.
For your security, we take the following precautions when contacting Sellers regarding refunds;
1. Will we only contact you regarding a refund from our official refunds email account, [email protected]
2. We will never use or authorise a third party to collect refunds on our behalf. We will always contact you directly.
3. We will never use any links to bank details or payment gateways in our refunds email or provide our bank details within the refund email itself. Instead we will direct you to this policy, where our account details can be accessed below.
In order to access our account details, you will need the password provided to you in the refund email. Once you have this password, our bank details to which the repayment can be made are viewed by clicking here.
Once you have viewed and made note of these details, repay the amount detailed in the refund email. Repayments should only ever be made to the account detailed in the clickable link above. Please reference the payment as the order number of the refunded training plan.
If you have having difficulties accessing this page, please email [email protected].
As part of this policy, Sellers will reimburse Workout Depot within seven days of receiving the refund notification email. Delaying reimbursement past this time period may result in:
• Suspension of future pay-outs of sales funds
• Freezing/termination of your account
In cases where the above does not resolve the situation, we reserve the right to collect the amount we are owed from future sales.