Refund Policy

Last Updated: January 2024

1. 30-Day Satisfaction Guarantee

New clients are eligible for a full refund within the first 30 days if:

• You have completed all assigned workouts as prescribed
• You have followed the nutrition guidelines provided
• You have submitted all scheduled check-ins
• You have communicated any issues to your coach promptly
• You are requesting a refund within 30 days of your start date

How to Request a Guarantee Refund

1. Email support@jwardmuscle.com with subject line "30-Day Guarantee Refund Request"
2. Include your name, email, and start date
3. Briefly explain why the program isn't meeting your expectations
4. We may request check-in submissions to verify program adherence

Processing Time: Approved refunds are processed within 5-7 business days.

2. Cancellation Policy

2.1 Programs with Minimum Commitment

Starter and Premium Programs (3-month minimum):

• You may cancel after fulfilling the minimum commitment period
• Cancellation requests must be submitted in writing at least 30 days before your next billing date
• No refunds for partial months
• Access continues until the end of the current billing period

2.2 Month-to-Month Programs

Elite Program:

• Cancel anytime with 30 days written notice
• No refunds for partial months
• Access continues until the end of the current billing period

2.3 How to Cancel

1. Email support@jwardmuscle.com with subject line "Cancellation Request"
2. Include your name, email, and requested cancellation date
3. You will receive confirmation within 2 business days

3. Early Termination

If you need to cancel before fulfilling your minimum commitment:

• You may be charged an early termination fee equal to 50% of the remaining commitment value
• Exception: Early termination fees may be waived in cases of documented medical emergencies, military deployment, or other extraordinary circumstances at our discretion

4. Pausing Your Membership

Life happens, and we understand. You may pause your membership:

• Duration: Up to 30 days per calendar year
• Notice Required: 7 days advance notice
• How to Pause: Email support@jwardmuscle.com
• Effect: Your billing will be paused, and your commitment period will be extended by the pause duration

5. Non-Refundable Items

The following are NOT eligible for refunds:

• Partial months of service
• Services already rendered (past check-ins, completed video calls)
• Months where check-ins were not submitted
• Downloaded program materials
• Promotional or discounted services (unless otherwise specified)

6. Payment Disputes

If you believe you were charged in error:

1. Contact us first at billing@jwardmuscle.com
2. We will investigate and respond within 3 business days
3. If a billing error is confirmed, we will issue a refund or credit promptly

Note: Initiating a chargeback without first contacting us may result in account suspension and collection action for legitimate charges.

7. Special Circumstances

We consider refund or cancellation requests on a case-by-case basis for:

• Serious illness or injury preventing exercise
• Family emergencies
• Military deployment
• Job loss or significant financial hardship
• Natural disasters

Documentation may be required. Please contact us to discuss your situation.

8. Refund Processing

• Method: Refunds are issued to the original payment method
• Timeline: 5-7 business days after approval
• Bank Processing: Your bank may take an additional 3-5 business days to reflect the credit

9. Program Changes

If we make significant changes to your program that you don't agree with:

• You may cancel within 14 days of the change being announced
• You will receive a prorated refund for unused services

10. Contact Us

For all refund, cancellation, or billing questions:

Email: support@jwardmuscle.com

Response Time: Within 2 business days