Refund Policy
Last updated: November 1, 2026
This Refund Policy explains when and how Setwise refunds payments for Setwise Coaching, the paid plan for coaches. The Setwise fitness app and the website are free; this policy applies only to charges made through our payment provider, Stripe.
1. Overview
Setwise Coaching is pay as you go: you are charged after the month ends, only for the clients who were active in that month. You never prepay for a period, so in most situations there is nothing to refund. This policy covers the cases where a refund is appropriate: billing errors, service failures and your statutory rights.
2. How you are charged
• Billing follows the calendar month and is charged on the 1st of the next month to the card you saved. • You pay €1 (plus VAT where applicable) per active client per month, prorated by the day. One active client is included at no charge. • Paused, ended or removed clients are not billed for those days. • Charges under €5 carry over to the next month instead of being charged. • Billing starts the day you save a card; nothing before that is charged. The coach app always shows the current month's accrued amount, so a charge should never be a surprise.
3. Your 14-day right of withdrawal (EU, EEA and UK consumers)
If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you may withdraw from the contract within 14 days of saving a card, without giving a reason (Directive 2011/83/EU and the national laws implementing it). Because the service starts immediately at your request, you pay only for the days your clients were active before you withdrew; anything else already charged for that period is refunded. To withdraw, email info@setwise.app from your account email with a clear statement that you withdraw. If you use Setwise Coaching in the course of your business or profession, consumer withdrawal rights may not apply to you; sections 4 to 6 apply to everyone.
4. Billing errors and duplicate charges
If we charged you an incorrect amount, charged you twice, or charged you for a client who was not active, we refund the difference in full. Tell us within 60 days of the invoice date. We check the charge against the billing record of that month and reply with the result.
5. Service outages
If a material part of the coaching tools is unavailable for more than 24 consecutive hours because of a failure on our side, you may ask for a proportional credit or refund for the affected days. Ask within 30 days of the outage. Planned maintenance that we announce in advance and problems caused by your device, network or third-party services are excluded.
6. Cancelling
You can stop charges at any time, without notice or fees: pause or end a client relationship in the coach app and that client stops accruing from the next day. To close your billing account entirely, email info@setwise.app. We charge only the days used until then; a carried-over amount under €5 is settled with the final charge or written off. Your clients keep their data and their app regardless of your billing status.
7. What we do not refund
• days on which a client was active, including days you forgot to pause or end a relationship • charges that are correct under section 2 and that you were able to see in the coach app before they were made • charges for a period in which we closed your account for a breach of the Terms of Use, except where the law requires otherwise VAT and other taxes are refunded together with the charge they belong to, never separately.
8. Chargebacks
Please contact us before disputing a charge with your bank or card issuer. We answer every refund request, and a chargeback raised without contacting us first may lead us to pause new client activations until the dispute is resolved.
9. How to request a refund
Email info@setwise.app from the email address of your Setwise account and include: • the invoice date or invoice number (visible in the coach app under Billing) • the amount in question • a short description of the problem We reply within 5 business days. Approved refunds are issued within 10 business days to the payment method you used, in EUR; your bank may need a few more days to show it. We process the personal data in your request only to handle it and to keep the accounting records the law requires, as described in our Privacy Policy.
10. Your statutory rights
Nothing in this policy limits rights that you have under mandatory law and that cannot be waived by agreement, including consumer protection law in the EU and EEA, the United Kingdom, and in US states (for example California's rules on automatic renewals and online cancellation). Where this policy and such a law conflict, the law prevails. You can always cancel the same way you signed up: online, in the coach app, or by email.
11. Changes to this policy
We may update this policy from time to time. The current version is always published at setwise.app/refund-policy with the date of the last update. If a change is significant, we will notify you through the coach app or by email.
12. Contact
Questions about refunds or billing: info@setwise.app
