Refund Policy

1. Overview

Transformula is committed to delivering exceptional, results-driven coaching. We stand behind our methodology and offer a structured, results-based refund policy for Clients who genuinely and consistently follow the program as prescribed.

This Policy applies to all Transformula coaching programs and is to be read alongside the Transformula Terms and Conditions of Service.

Results are not guaranteed. Individual outcomes depend on the Client's level of compliance, consistency of effort, adherence to the program, and external factors outside the Coach's control including lifestyle, sleep, stress, and medical conditions. Transformula commits to delivering a high-quality, personalised service — but cannot guarantee specific results for any individual Client.

This is not a change-of-mind refund policy. Refunds beyond the retained program cost portion are only available to Clients who have actively and fully followed the program, completed all check-ins, submitted progress photos, attended all workouts, communicated issues, and can prove they did not achieve their agreed results.

2. The AUD/USD $1,000 Non-Refundable Portion

When a Client pays for a Transformula program, AUD $1,000 (or USD $1,000 for US Clients) of the total program cost is non-refundable in all circumstances except where the Client qualifies for a full refund under Section 5.

This retained amount is not a separate charge or fee. It is a fixed portion of the program cost already paid by the Client that will not be returned, because it directly covers the Coach's time and expertise in completing the following work upon enrolment:

• Creating the Client's fully customised meal plan, including all macro and caloric calculations tailored to their goals
• Designing the personalised training program
• Adding the Client to all coaching systems, apps, and platforms
• Conducting the initial consultation and goal-setting session
• All administrative setup and onboarding work completed upon enrolment

This work is completed in full as soon as the Client receives their program materials. It cannot be undone or returned — in the same way a bespoke service cannot be unrendered once delivered.

Service is considered delivered once the Client has been granted access to their program materials — including the customised meal plan and personalised training program. From this point, the service is deemed to have commenced and the corresponding value of the AUD $1,000 retained portion of the program cost is immediately earned and non-refundable.

Example: If a Client pays AUD $3,000 for a 6-month program and requests a refund without meeting full refund eligibility, they will receive AUD $2,000 back. The AUD $1,000 is always retained. This applies whether the Client cancels after Week 1 or Week 11.

3. Refund At a Glance

The table below summarises Transformula's refund structure. Full conditions for each scenario are detailed in the sections below.

4. General Eligibility Conditions

To be eligible for any refund consideration beyond the default outcome (program fees minus AUD $1,000), the Client must satisfy ALL of the following conditions:

• The Client has followed the prescribed meal plan consistently and eaten all food as directed throughout the relevant period
• The Client has submitted all required weekly check-in forms on their designated check-in day
• The Client has uploaded progress photos to the coaching platform on schedule at each check-in
• The Client has attended to all prescribed workouts as directed by the Coach
• The Client has communicated all concerns, difficulties, and dissatisfaction to the Coach in a timely manner throughout the program
• The Client allowed the Coach a reasonable opportunity to make adjustments and attempt to resolve any issues before requesting a refund
• The Client has participated in a mandatory resolution call with the Coach (see Section 7)
• The Client can provide verifiable evidence of the above upon request

Failure to satisfy any one of these conditions forfeits eligibility for refund consideration beyond the default retained amount.

Unused program time does not entitle the Client to a refund. If a Client fails to engage with check-ins, does not complete workouts, or otherwise does not use the program, this does not constitute grounds for a refund. Refund eligibility is based on demonstrated compliance with the program — not on the extent to which the Client chose to use the service.

5. Refund Scenarios

5.1 Default: No Full Eligibility — Retained Amount Applies

If a Client requests a refund at any point and does not meet the full eligibility conditions, the following applies:

• AUD $1,000 (or USD $1,000) is retained from the total program fees paid
• The remaining program fees paid are refundable
• No additional deductions are made beyond this retained amount

This covers scenarios such as: change of mind, dissatisfaction without cooperation, failure to follow the plan, refusal to participate in the resolution process, or any other circumstance that does not meet the conditions in Section 4.

5.2 Weeks 4–12: Partial Refund from Retained Amount

A Client who has completed a minimum of four (4) weeks on the program, can demonstrate compliance with Section 4 for that period, and has not seen satisfactory progress may apply for a partial refund of AUD $500 (or USD equivalent) from the retained amount.

In this case:

• AUD $500 is returned to the Client from the retained amount
• AUD $500 of the retained amount is kept to reflect the coaching work completed to date
• Any program fees paid beyond the retained amount are also refundable

This applies only where the Client has legitimately followed the program for the four-week minimum period and can provide evidence of compliance.

5.3 12-Week Milestone: Full Refund

A Client is eligible for a full refund of all program fees paid — including the AUD $1,000 retained amount — only if ALL of the following conditions are met:

• The Client has completed a minimum of twelve (12) continuous weeks on the program
• The Client has consistently followed the prescribed meal plan, eating all food as directed throughout
• The Client has submitted all weekly check-in forms on their designated day
• The Client has uploaded progress photos to the coaching platform at every check-in
• The Client has attended to all prescribed workouts as directed by the Coach
• The Client has communicated all concerns and difficulties to the Coach in a timely manner and allowed adjustments to be made
• The Client has not achieved the results within the agreed range discussed at the initial consultation
• The Client has not expressed satisfaction with their results at or before the 12-week mark
• The Client has participated in a mandatory resolution call before the refund is processed

Important: If a Client expresses satisfaction with their results at the 12-week mark and chooses to continue the program, they permanently forfeit the right to a full refund for the initial 12-week period. This cannot be reclaimed at a later date.

5.4 24-Week Milestone: 50% Refund of Second Period Fees

For Clients who did not express satisfaction at the 12-week mark and continue into the second 12-week period (weeks 12–24), a partial refund may be available at the 24-week milestone.

If the Client has not achieved satisfactory results during weeks 12–24 and can demonstrate full compliance with Section 4 for that entire period, they may be eligible for a refund of 50% of the program fees attributable to weeks 12–24.

Note: A full refund of all fees is not available at the 24-week mark. Only the fees for the second period (weeks 12–24) are eligible for the 50% return. Fees from weeks 1–12 that were not previously refunded are not re-opened for consideration.

6. Refunds Not Available

No refund of any kind will be issued (beyond the default — program fees minus the retained AUD $1,000) where:

• The Client has changed their mind
• The Client has not followed the meal plan, training program, or check-in requirements
• The Client has not communicated issues to the Coach in a timely manner
• The Client did not allow the Coach a reasonable opportunity to address concerns or make adjustments
• The Client refuses to participate in the mandatory resolution call
• The Client is unreachable after two (2) documented contact attempts by Transformula
• The Client has expressed satisfaction with their results at any milestone and later seeks a refund
• The Client's lack of results is attributable to non-compliance with the program
• The request is based solely on dissatisfaction with the digital product after it has been delivered and no compliance can be demonstrated

7. Mandatory Resolution Call

7.1 Required Before Any Refund

Before any refund or cancellation is processed, the Client must participate in a mandatory resolution call — conducted via Zoom or phone — with their Coach.

The purpose of this call is to:

• Allow the Client to articulate their concerns in good faith
• Allow the Coach to propose adjustments or alternative solutions
• Reach a mutually agreed outcome, which may include a partial or full refund where eligibility is established

7.2 Contact Attempts

Transformula will make a minimum of two (2) documented contact attempts via phone and/or WhatsApp to schedule the resolution call. A reasonable timeframe will be provided for the Client to respond.

7.3 Forfeiture for Non-Cooperation

If the Client refuses to participate in the resolution call, fails to respond to two (2) documented contact attempts, or otherwise refuses cooperative communication, they forfeit all refund rights — including the return of any program fees beyond the retained AUD $1,000. Non-cooperation is not grounds for a refund; it is grounds for forfeiture.

8. Proof of Compliance

To support any refund request beyond the default outcome, the Client must provide evidence of compliance. Transformula will assess the following:

• Completed weekly check-in forms for all relevant weeks (on file with Transformula)
• Progress photo upload history submitted to the coaching platform
• Workout completion records as tracked by the Coach
• WhatsApp communication history showing issues were raised and the Coach was given opportunity to respond
• Any other documentation demonstrating adherence to the program

Transformula retains records of all check-in submissions and coach communications. These records will be used in assessing any refund claim and will take precedence where there is a dispute over compliance.

9. Digital Products & Nature of Service

All Transformula coaching materials — including meal plans, training programs, Loom video reviews, check-in forms, templates, and app access — are bespoke digital products created specifically for each Client.

Unlike physical products, digital and service-based products cannot be returned once delivered. The investment of time and expertise in creating a personalised meal plan and training program is fully expended upon delivery. This is why the AUD $1,000 retained portion exists — it reflects real work that has been done and cannot be undone.

10. Payment Plans & Outstanding Obligations

Clients on a payment plan remain financially obligated to pay the full agreed program fee for the full program duration. A payment plan does not create a month-by-month arrangement, and electing to cease participation does not cancel outstanding payment obligations.

Where a refund is approved under this Policy, any outstanding instalments that have not yet been paid will be cancelled as part of the refund process. Only fees already paid are refundable. The AUD $1,000 retained amount will still apply against fees already paid.

11. Contact & Refund Requests

To initiate a refund request or resolution process, contact Transformula in writing via:

Transformula will acknowledge all refund requests within 48 hours and initiate the resolution call process.

12. Chargeback Protection

By enrolling in a Transformula program and making payment, the Client explicitly agrees not to initiate a chargeback, payment dispute, or reversal with their bank, credit card provider, or payment processor without first contacting Transformula directly and allowing Transformula a minimum of five (5) business days to respond and attempt resolution.

A chargeback initiated without following this process constitutes a breach of this Agreement. In the event of an unauthorised chargeback, Transformula reserves the right to:

• Dispute the chargeback with supporting documentation, including this Agreement, communications records, and proof of service delivery
• Pursue recovery of the full disputed amount plus any chargeback fees, administration costs, and legal costs incurred
• Immediately terminate access to all coaching services, platforms, and digital materials without refund
• Report the matter to relevant consumer protection authorities and pursue civil remedies where applicable

By proceeding with payment, the Client acknowledges and accepts this chargeback policy in full. The Client's remedy for any dispute with Transformula is the refund and resolution process set out in this Agreement — not a bank chargeback.

13. Digital Service Acknowledgement & Cooling-Off Waiver

Transformula provides an online coaching service that includes the immediate delivery of bespoke digital products — specifically, a fully customised meal plan and personalised training program — upon or shortly after enrolment. The Client expressly acknowledges and agrees to the following:

• The service is entirely digital and online in nature
• Digital program materials (meal plan and training program) are created and delivered within 48–72 hours of enrolment, making them immediately available to the Client
• By requesting and consenting to the immediate commencement and delivery of the service, the Client expressly waives any applicable cooling-off period or statutory cancellation right that may otherwise apply under Australian Consumer Law or any other applicable legislation
• The Client understands that once digital program materials have been delivered, they cannot be returned, and the AUD $1,000 portion of the program cost is retained in accordance with the Refund Policy
• This waiver is given freely and with full understanding of its effect

Note: Australian Consumer Law provides certain guarantees that cannot be excluded. Nothing in this Agreement limits any rights the Client may have under the Australian Consumer Law where those rights cannot be lawfully excluded. This clause operates to the fullest extent permitted by law.

14. Binding Agreement & Confirmation of Acceptance

This Agreement is legally binding on both parties from the moment the Client takes any one of the following actions:

• Makes any payment (full or partial instalment) toward a Transformula coaching program
• Submits a completed onboarding form or intake questionnaire
• Accesses, downloads, or uses any program materials or digital tools provided by Transformula
• Signs a DocuSign agreement or any other written or electronic contract presented by Transformula
• Ticks a checkbox or otherwise digitally acknowledges acceptance of these Terms on any Transformula webpage, form, or platform

The Client acknowledges that they have had a full and reasonable opportunity to read and understand these Terms before taking any of the above actions. The Client cannot later claim ignorance of these Terms on the basis that they did not read them.

Where a DocuSign contract or written agreement is presented to the Client at the time of enrolment, that signed agreement constitutes the primary binding document. These Terms and Conditions apply in full alongside any such contract and are incorporated by reference into it.

DECLARATION: By proceeding with enrolment, I confirm that I have read, understood, and agree to be legally bound by these Terms and Conditions in full, including the Refund Policy, the Chargeback Protection clause, and the Digital Service Acknowledgement.