1. 3-day free trial
We offer a fully free 3-day trial with no credit card required. It ends automatically and no charges are made during the trial. Therefore there is nothing to refund.
2. Subscription cancellation
You can cancel your subscription at any time inside the app. Access remains active until the end of the paid cycle. There is no prorated refund of the current month or year, except for the Guarantee described below.
3. "1 client recovered in 30 days" guarantee
FitRetention AI offers a full refund of the amount paid for the first month of your first paid plan if, at the end of the first 30 days, you have not recovered at least 1 (one) at-risk client.
The refund is subject to mandatory and cumulative proof of ALL items below. Missing any of them results in automatic denial:
- Active use of the Platform for at least 4 (four) consecutive weeks within the 30 days.
- 100% of clients classified by the Platform as medium or high risk received a weekly check-in sent through the Platform during the period.
- For each client who canceled or dropped out: (a) an AI suggestion generated inside the Platform; (b) a message actually sent to the client per the suggestion, evidenced by a screenshot from WhatsApp, email or the channel used, with date and time consistent with the Platform's logs; (c) the first contact attempt logged within 48 hours after the risk alert; (d) practical application of the suggested actions (e.g. rescheduling, plan adjustment, follow-up).
- Platform reports for the period exported as PDF and attached to the request as proof.
- No client was blocked, archived, deleted or had their status manipulated during the evaluation period with the effect of masking cancellations.
- Full compliance with the Terms of Service throughout the evaluated period.
4. How to request
Requests must be sent by email to suporte@fitretentionai.com.br within 7 (seven) calendar days after the 30-day evaluation ends, including all evidence items listed above.
Late, incomplete, illegible or off-channel requests are automatically denied without appeal.
5. Review of the request
Review happens within 15 (fifteen) business days after we receive the complete request. We may ask for additional evidence and cross-check the submitted proof against the Platform's internal logs.
The refund will be denied when, for example, we identify:
- Discrepancy between submitted evidence and Platform logs.
- Signs of data manipulation, edited screenshots or altered dates.
- Account use by unauthorized third parties.
- Breach of the Terms of Service during the period.
- Chargeback opened before the review ends.
- Recurrence: earlier requests already refunded or already reviewed for the same account or same tax ID.
6. Single eligibility
The Guarantee applies once per account, per personal tax ID and per business tax ID, and exclusively to the first month of the first paid plan.
Plan upgrades, renewals, subsequent months, yearly plans (after the first 30 days) and standalone AI credit packs are NOT refundable.
7. AI credit packs
Additional AI credit packs are not refundable after any usage, even partial. Unused credits expire when their validity ends, with no reimbursement.
8. Chargebacks
Before opening any dispute (chargeback) with the card issuer or payment provider, the User must attempt to resolve the matter directly with us at suporte@fitretentionai.com.br. Opening a chargeback without prior contact automatically ends any refund review and may result in permanent account block and legal collection of the amounts due.
9. Bad faith and fraud
Fraud attempts — including submission of forged evidence, edited screenshots, creation of duplicate accounts, use of third-party data or any conduct amounting to bad faith — result in immediate denial, permanent ban from the Platform and possible civil and criminal action.
10. Final discretion
Granting the refund is the sole discretion of FitRetention AI after full analysis of the evidence submitted. Merely submitting the request, even within the deadline, does not automatically entitle you to a refund.
If approved, the refund is issued via the same payment method used, within 10 (ten) business days of approval, subject to the payment provider's timelines.