DEEPFIT REFUND & CANCELLATION POLICY
Last Updated: 24/9/2026
1. INTRODUCTION
This Refund & Cancellation Policy ("Policy") applies to purchases of DEEPFIT fitness, nutrition, coaching, subscription, and related services.
This Policy should be read together with the DEEPFIT Terms & Conditions.
By purchasing a DEEPFIT service, you acknowledge and agree to the terms of this Policy.
2. GENERAL REFUND PRINCIPLE
DEEPFIT provides structured fitness and coaching services that require active participation and cooperation from the customer.
Payment for a DEEPFIT program is payment for access to the applicable services, tools, guidance, and coaching process. It is not a guarantee of a particular physical or fitness result.
Customers are responsible for making reasonable use of the tools, guidance, and coaching provided.
3. CHANGE-OF-MIND REFUNDS
DEEPFIT does not normally provide refunds where a customer changes their mind after purchasing a service.
This includes situations where a customer:
• Decides that the program is no longer suitable for them
• Becomes too busy to participate
• Loses motivation
• Decides to pursue another fitness approach
• No longer wishes to continue
• Purchases the program but does not begin using it
However, DEEPFIT may, at its discretion, allow a customer to postpone their program start date to a later date.
4. MINIMUM THREE-MONTH COMMITMENT
Standard, Advanced, and Pro memberships have a minimum initial commitment of three (3) months for new members.
Customers may either:
(a) pay the three-month commitment upfront; or
(b) pay monthly through a recurring payment method.
If a customer chooses monthly payment, the customer remains responsible for the remaining months of the initial three-month commitment even if the customer decides to stop using the service before the commitment period ends.
Stopping use of the DEEPFIT app or failing to participate does not automatically cancel the customer's payment obligations.
5. CANCELLATION AFTER THE MINIMUM COMMITMENT
After completing the initial three-month commitment, customers may cancel their recurring membership.
Customers may request cancellation by contacting DEEPFIT through WhatsApp.
Cancellation will prevent future subscription renewals after the current paid billing period.
Customers will generally retain access to the DEEPFIT app and applicable services until the end of the period that has already been paid for.
No refund will normally be provided for an unused portion of an already-paid subscription period.
6. VIP / PREMIUM CANCELLATION
VIP / Premium packages may have a specific program duration and payment commitment as stated at the time of purchase.
Where a customer has agreed to a fixed-duration VIP / Premium package, voluntarily stopping participation before the end of the agreed program period does not automatically cancel the customer's payment obligations.
Where an installment arrangement is used, the customer's payment obligations may also be governed by the terms of the applicable third-party installment provider.
7. REFUNDS FOR NON-USE OF THE PROGRAM
DEEPFIT does not normally provide a refund where the customer does not make reasonable use of the services provided.
This includes situations where the customer:
• Does not use the DEEPFIT app
• Does not complete assigned workouts
• Does not follow the recommended nutrition guidance
• Does not complete assigned tasks
• Does not complete required check-ins
• Does not communicate with their coach
• Does not provide information reasonably required for coaching
• Does not attend agreed coaching sessions
• Stops participating voluntarily
• Otherwise chooses not to make reasonable use of the program
The customer is responsible for their participation and use of the tools provided by DEEPFIT.
8. RESULTS-BASED REFUND
DEEPFIT may consider a refund where a customer has completed the applicable program but has not achieved the specific measurable goal agreed between DEEPFIT and the customer at the beginning of the program.
A results-based refund request may only be submitted at the end of the applicable program period.
Eligibility for a refund is subject to the requirements stated below.
9. 90% CHECK-IN REQUIREMENT
The customer must complete at least 90% of the required check-ins during the applicable program period.
For example:
If 20 check-ins are required, the customer must complete at least 18 check-ins.
Check-in records maintained through the DEEPFIT app or other DEEPFIT systems may be used to determine completion.
10. EVIDENCE OF TASK COMMITMENT
The customer must provide reasonable evidence demonstrating that they have made a genuine effort to follow the training, nutrition, lifestyle, or other tasks assigned by DEEPFIT.
DEEPFIT may consider information including:
• App activity
• Training records
• Nutrition records
• Progress records
• Check-in records
• Coach communications
• Other relevant information available to DEEPFIT
11. COACH COOPERATION
The customer must have reasonably cooperated with their DEEPFIT coach throughout the program.
This includes:
• Responding to relevant coach communications
• Providing requested information
• Participating in agreed check-ins
• Communicating relevant difficulties or circumstances
• Following reasonable instructions provided as part of the coaching process
A customer who repeatedly ignores or fails to communicate with their coach may not satisfy the requirements for a results-based refund.
12. COMPLETION OF THE PROGRAM
The customer must complete the applicable program period before submitting a results-based refund request.
Customers who voluntarily stop participating before completing the program will generally not qualify for a results-based refund.
13. AGREED MEASURABLE RESULT
The refund request must relate to a specific measurable goal agreed between DEEPFIT and the customer at the beginning of the program.
Examples may include:
• Weight-related goals
• Waist measurement goals
• Body composition goals
• Strength or performance goals
• Other measurable fitness objectives
DEEPFIT does not guarantee that any particular goal will be achieved.
The results-based refund process exists to allow DEEPFIT to review cases where a customer has demonstrated substantial participation but believes that the agreed measurable objective was not achieved.
14. REFUND REVIEW PROCESS
Meeting the minimum requirements does not automatically guarantee a refund.
DEEPFIT will review the customer's participation and relevant records, which may include:
• Check-in records
• App activity
• Assigned tasks
• Training records
• Nutrition records
• Progress measurements
• Coach communications
• The agreed measurable objective
• Other relevant information
DEEPFIT will determine whether the requirements for a results-based refund have been satisfied based on the available records and circumstances of the case.
15. REFUND AMOUNT
If DEEPFIT approves a results-based refund, the refund amount will be based on the actual amount received by DEEPFIT for the applicable purchase.
Amounts that have already been deducted by payment gateways, payment processors, financing or installment providers, transaction fees, interest, or other third-party payment costs may be deducted from the refund amount where applicable.
16. REFUND REQUEST DEADLINE
A results-based refund request must be submitted after completion of the applicable program period and within a reasonable period following the program's completion.
DEEPFIT may request the customer to provide supporting information necessary to review the request.
17. SPECIAL CIRCUMSTANCES
DEEPFIT may consider postponement, suspension, credit, or another reasonable arrangement in exceptional circumstances that materially prevent participation.
Examples may include:
• Hospitalization
• Significant injury
• Serious medical circumstances
• Other circumstances that DEEPFIT reasonably considers to have materially affected the customer's ability to participate
Any such arrangement is considered on a case-by-case basis and does not create an automatic entitlement to a refund or subscription pause.
18. NO ORDINARY SUBSCRIPTION PAUSE
Customers generally cannot pause their subscription.
Exceptions may be considered by DEEPFIT in special circumstances, such as significant hospitalization or other circumstances that materially prevent participation.
Any approved pause or suspension will be subject to the conditions and duration determined by DEEPFIT.
19. FAILED PAYMENTS
For recurring memberships, DEEPFIT may automatically retry failed payments once per day.
After three (3) unsuccessful payment attempts, DEEPFIT may suspend the customer's access to the DEEPFIT app and related services.
Suspension of access does not automatically cancel outstanding payment obligations.
The customer remains responsible for any outstanding amounts that are legally payable under the applicable membership or payment agreement.
20. HOW TO CANCEL
Customers may request cancellation by contacting DEEPFIT through WhatsApp.
Customers should provide sufficient information for DEEPFIT to identify the relevant account, including where applicable:
• Full name
• Registered phone number
• Registered email address
• Membership or package purchased
DEEPFIT may request additional information where reasonably necessary to process the cancellation.
21. HOW TO REQUEST A REFUND
Refund requests should be submitted by contacting DEEPFIT through WhatsApp or by email at:
Customers should provide:
• Full name
• Registered phone number or email address
• Program or membership purchased
• Date of purchase
• Reason for the refund request
• Relevant supporting information
DEEPFIT may request additional information before completing its review.
22. REFUND PROCESSING
Where a refund is approved, DEEPFIT will process the refund through the applicable payment method where reasonably possible.
The time required for the refunded amount to appear in the customer's bank account, card account, or other payment account may depend on the relevant payment provider, bank, card issuer, or financial institution.
DEEPFIT is not responsible for delays caused by third-party payment providers after the refund has been processed by DEEPFIT.
23. FRAUDULENT OR ABUSIVE REFUND CLAIMS
DEEPFIT reserves the right to investigate refund requests and take appropriate action where it reasonably believes that:
• Information has been falsified
• App records have been manipulated
• Supporting evidence has been intentionally misrepresented
• Payment information has been misused
• The refund process is being abused
• The customer has acted fraudulently
• The customer has materially breached the DEEPFIT Terms & Conditions
DEEPFIT may reject a refund request where the applicable requirements have not been satisfied.
24. CHANGES TO THIS POLICY
DEEPFIT may update this Refund & Cancellation Policy from time to time.
Any updated version will be published on our website with a revised "Last Updated" date.
The version applicable to a purchase will generally be the version in effect at the time the customer completed the relevant purchase, unless otherwise required by applicable law.
25. CONTACT
For refund or cancellation enquiries:
DEEPFIT ENTERPRISE
194, Jalan SS 9A/6
47300 Petaling Jaya
Selangor
Malaysia
WhatsApp: +60103639818
Email: admin@deepfitcoaching.com