Terms for coaching bought through Actiiv

1. Who you are buying from

1.1 You buy coaching from your coach, not from Actiiv. When you pay for coaching in the Actiiv app or through a coach's payment link, your contract for that coaching is with the coach. The coach decides what the coaching includes, sets the price, provides it, and is responsible for it.

1.2 The coach's details. Before you pay, we show you the coach's trading name, a postal address and a contact email. They are also in your confirmation email and on the terms page for that coach's coaching.

1.3 Who Actiiv is. Actiiv is a trading name of FLIP OPERATING SYSTEMS LTD, a company registered in England and Wales under company number 17370395, whose registered office is at 167-169 Great Portland Street, 5th Floor, London, England, W1W 5PF. Contact: actiivclub@gmail.com. Actiiv provides the app and arranges card payment for the coach. Actiiv does not provide the coaching and is not a party to your contract with the coach.

1.4 The coach's own terms. Your coach may give you their own terms too, including their refund policy. They cannot take away your legal rights, and where they conflict with these terms on your legal rights, these terms apply.

2. How card payments work

2.1 Stripe. Card payments are processed securely by Stripe, on the coach's own Stripe account. You enter your card details on Stripe's page, not in Actiiv. Actiiv never sees your card number.

2.2 The price. You pay the price shown. Nothing is added for paying by card. Prices are in pounds sterling.

2.3 Your statement. The payment shows on your bank statement under the coach's name (the pay screen tells you how it will appear).

2.4 Confirmation. After you pay, we send you a confirmation by email on the coach's behalf. It includes what you bought, the price, the coach's details, your right to cancel and a cancellation form you can use.

2.5 Your bank may ask you to confirm the payment (for example in your banking app). The payment is not complete until you do.

3. One-off payments and monthly plans

3.1 One-off payments (for example a coaching package) are charged once, when you pay.

3.2 Monthly plans are subscriptions. You are charged when you start (or on the date shown, if the pay screen says nothing is due today), then on the same day each month, until you or the coach cancel.

3.3 Before you subscribe, the pay screen tells you the price, when the first payment is taken and when the following ones are taken.

3.4 Reminders. For a monthly plan we will send you reminders about your subscription as the law requires [from 1 January 2027, including a reminder for each six-month period].

3.5 Failed payments. If a monthly payment fails, Stripe may try again, and you can update your card in the app under Payments. If the payment still is not made, your plan may end, and we will tell you.

3.6 Price changes. Your coach cannot change the price of an existing monthly plan. A different price means cancelling and subscribing again, which you would have to agree to.

4. Cancelling a monthly plan

4.1 You can cancel a monthly plan at any time, in the app under Payments, with Cancel plan. If you paid through a payment link without an account, use the Manage or cancel link in your confirmation email.

4.2 When you cancel, you will not be charged again. Your plan runs to the end of the period you have already paid for. Cancelling after the 14-day period (section 5) does not by itself give you a refund for the rest of that period.

4.3 We confirm your cancellation by email.

4.4 If you leave your coach in the app, your coaching ends that day and you will not be charged again. You can ask your coach for a refund of the part you have paid for and not received.

4.5 If your coach ends your coaching early, they must refund the part you have paid for and not received.

5. Your 14-day right to cancel

5.1 The right. Coaching bought online is a service. You have the right to cancel within 14 days, without giving a reason. The 14 days start on the day you buy (for a monthly plan, the day you subscribe).

5.2 How to cancel. Within the 14 days, you can:

• (a) use Cancel and ask for a refund in the app under Payments (or on the manage page linked from your confirmation email, if you have no account); or
• (b) email the coach at the address in your confirmation, clearly saying you want to cancel. You can use the cancellation form in your confirmation email, but you do not have to.

It is enough to send your cancellation before the 14 days end.

5.3 Starting straight away. Coaching you buy from a coach's shop in the app, or through a payment link, starts straight away, inside the 14 days. So before you pay, you ask for it to start early by ticking the box on the pay screen; you cannot pay without it. (Paying for a plan or a payment your coach has already agreed with you does not ask again.) Because you asked for an early start, if you cancel within the 14 days:

• (a) you pay for the coaching you have received up to when you told the coach you were cancelling, in proportion to the whole of what you bought; and
• (b) you get the rest back.

5.4 When the right ends early. If you asked for an early start and the coaching is fully provided within the 14 days, you lose the right to cancel.

5.5 Refund timing. The coach must refund you within 14 days of being told you are cancelling. The refund goes back to the card you paid with. You are not charged a fee for the refund.

6. Refunds

6.1 Refunds come from the coach. Actiiv does not decide refunds and does not refund on the coach's behalf. The coach refunds you through Stripe.

6.2 When you are entitled to one. Apart from the 14-day right, you are entitled to a refund, in full or in part, where the law says so, including:

• (a) when the coaching was not provided with reasonable care and skill, or not as described; and
• (b) when the coach ends your coaching before the end of a period you have paid for.

6.3 The coach's refund policy. In any other case, the coach's own refund policy applies. Ask the coach for it before you pay.

6.4 Refunds usually take 5 to 10 working days to reach your card, depending on your bank.

7. Problems and complaints

7.1 About the coaching or a refund: contact the coach first, at the email in your confirmation. They are responsible for the coaching.

7.2 About the app or a payment going wrong (for example being charged when you should not have been): contact Actiiv at actiivclub@gmail.com. We will reply within 7 to 10 working days and help you reach the coach.

7.3 Your bank. If you cannot sort a problem out, you may also be able to ask your card provider to reverse the payment. We would rather you told us first, because we can often sort it out faster.

7.4 Your legal rights. Nothing in these terms affects your legal rights. For advice, contact Citizens Advice (https://www.citizensadvice.org.uk).

8. Under-18s

8.1 Card payments in Actiiv, including through payment links, are for people 18 or over.

8.2 By paying, you confirm you are 18 or over. If the date of birth on your Actiiv account shows you are under 18, card payment is refused. People paying through a payment link are asked for their date of birth.

8.3 If a card plan is started by someone under 18, it is cancelled and the first payment refunded.

8.4 [Under-18 members can arrange how to pay with their coach outside the app, with a parent or guardian. Policy to be confirmed; see the list at the end.]

9. Health

9.1 Coaching is not medical advice. If you have a medical condition, are pregnant, or are unsure whether exercise or a nutrition plan is right for you, speak to a doctor before you start. Tell your coach about anything that could affect your training.

10. Your data

10.1 Your coach uses your information (including any health information you share for coaching) to coach you, and is responsible for it as a controller.

10.2 Actiiv uses your information to run the app, process payments for your coach, send you payment emails, prevent fraud and keep the records the law requires (payment records are kept for [5] years).

10.3 Stripe processes your card and payment details under its own privacy policy (https://stripe.com/gb/privacy). Actiiv never sees your card number, and no health information is sent to Stripe.

10.4 If you pay through a payment link without an account, we keep your name and email for 12 months after your last payment or plan end, then delete them automatically. The payment record itself is kept. You can ask us to remove your details sooner from the manage page, except while a refund or your 14-day period is still open.

10.5 Our privacy notice has the full details: actiiv.club/privacy.

11. Actiiv's responsibility

11.1 Actiiv is responsible for providing the app and arranging your payment with reasonable care and skill. Actiiv is not responsible for the coaching itself.

11.2 Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow to be limited.

12. Changes to these terms

12.1 We may update these terms. The version you agreed to when you paid applies to that payment. For a monthly plan, we will tell you about a change that affects you before it applies, and you can cancel if you do not agree.

13. Law

13.1 These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts, and you keep the consumer protections of the law where you live.