REFUND POLICY
Upon your acceptance into the our 1:1 coaching program, you will be provided with a Program Agreement which will be tailored for your particular program and contain your contact details. The Program Agreement shall detail the duration of your term (“the minimum term”), your start date and payment schedule.
You agree that you are bound by the Program Agreement, and that it forms part of our Terms of Service and contract with you. You also agree to notify us prior to signing the Program Agreement if any details in the Agreement are incorrect, including your personal contact details. Upon signing of the Program Agreement, this will be be considered a binding engagement with us, and our services will be provided in accordance with the specified Terms in the Program Agreement.
DIRECT DEBIT
Fees for your program are paid by Direct Debit using a valid debit or credit card nominated by you or through a deferred payment method. By accepting these Terms of Service you:
• Request and authorise us to debit funds from your nominated card;
• Confirm that you are authorised to operate the nominated card;
• Acknowledge and agree that the debit or charge will be processed through our financial institution and payment process provider;
• Acknowledge that the amount to be debited consists of fees in accordance with your Program Agreement.
REFUND POLICY
It is mandatory that you commit to your minimum term as outlined in your Program Agreement. Except as provided by our Refund Policy, during the minimum period you will not be eligible for early termination/cancellation due to change of mind.
We may, in our absolute discretion, agree to pause your program in circumstances which arise that are outside of your control (for example if you fall pregnant, become unwell or experience financial hardship). For more information, please refer to the remainder of our refund policy below.
Any requests for early termination of your program or any request for refunds are governed by our Refund Policy.
You hereby agree that the Refund Policy forms part of your agreement with us, and shall be read in conjunction with these Terms of Service and your Program Agreement.
The extent permitted by law, including subject to any rights you may have under the Australian Consumer Law:
1. All products/merchandise, inclusive of one-off plans & subscriptions, are non-exchangeable or refundable.
2. All fees and minimum term payments of coaching programs are non-refundable or transferable unless:
You provide DVP Fitness PTY LTD with evidence of extenuating circumstances which prevent you from participating in your program (which may include illness or compassionate circumstances for yourself or a family member), and DVP Fitness PTY LTD decides to issue you with a credit in the business’ sole discretion. This evidence must be provided by a recognised and registered health care professional in writing directly addressed to DVP Fitness PTY LTD. All credit’s distributed will be strictly valid for 3 months & must be used on return. Credits cannot be transferred.
Regarding all 'Personalised Programs' once you have committed to your program via submitting your 'pre-screen' documentation, you have officially & legally agreed to your minimum contract term & payment plans (this includes any agreement, being verbal or written, to continue your program with us after your initial contracted term, to roll over to the same minimum term contract).
If a client becomes non-responsive at any point during their program, their coach will contact them at the end of the program to confirm whether they wish to continue. If no response is received, the program will automatically continue on a week-to-week basis, and the client will be billed weekly until they notify us that they wish to end their program.
24 weeks or 52 weeks- 1:1 coaching programs:
-Nutrition + Exercise- starting at $134.95 per week (Final pricing may vary depending on the selected coach and their individual rate. Clients will be informed of the exact pricing prior to the start of services.)
-Nutrition only - starting at $119.95 per week (Final pricing may vary depending on the selected coach and their individual rate. Clients will be informed of the exact pricing prior to the start of services)
Regarding all personalised programs please be aware that the structure may vary if your assigned coach is unavailable during check-ins or scheduled events due to illness, compassionate leave, or annual leave. If your coach is unable to complete your weekly check-in or a scheduled check-in break occurs, business will continue as usual, and the app support chat will remain open to ensure you stay on track with your progress.
If you join 1:1 coaching and your contracted term falls within the first two weeks of January, please note:
There will be no formal check-ins for a two-week period. However, chat support will remain open, and you will receive your nutrition and exercise plans (if you are enrolled in the Complete Program).
Upon completion of the program, participants will no longer have access to the app, including any allocated meal plans and exercise programs. However, additional options will be offered at the end of the program for those who wish to continue accessing these resources. Clients will retain lifetime access to the client portal, providing ongoing support and guidance to assist in their long-term journey. Any extended access to the app beyond the initial program duration will require enrolment in a continuation plan or subscription. The company reserves the right to update or modify access policies as needed, with prior notice provided to users.
If you choose to discontinue your program prior to the agreed start date or at any time during the contracted term, all payments already made are strictly non-refundable. Requests to cancel or terminate a program due to a change of mind, change in personal circumstances, lack of time, change of employment, relocation, or any other non-medical reason will not be accepted.
Early termination will only be considered in cases of verified extenuating circumstances, including serious illness, injury, or compassionate circumstances affecting you or an immediate family member, supported by appropriate written evidence from a recognised and registered healthcare professional.
Where an early termination request is approved by DVP Fitness PTY LTD, an early termination fee will apply and will be calculated at the reduced rate of $89.95 per week for each remaining week of the contracted term. This reduced rate reflects a significant discount from the standard program fee and acknowledges that substantial program resources, planning, administration, onboarding, and educational content have already been allocated and made available to you. It also reflects that positions in our program are limited, and your initial acceptance into the program may have meant other applicants may not have been accepted.
Upon payment of the early termination fee, you will retain access to the DVP Fitness app until the end of your original contracted term, and you will continue to have ongoing access to the member portal and educational resources indefinitely. However, due to the heavily discounted nature of the early termination arrangement, all active coaching services will cease immediately. This includes, but is not limited to, personalised meal plans, coach check-ins, program exercise updates, accountability support, messaging support, progress reviews, and any other one-on-one coaching services.
No credits, refunds, transfers, or reinstatement of coaching services will be provided once an early termination request has been approved and processed.
For all Personalised Programs: In the event of a failed direct debit payment, DVP Fitness Pty Ltd reserves the right to reattempt the payment and apply a $10.00 late fee for each week the payment remains outstanding. If any payment methods are disconnected from the system on behalf of the client, DVP FITNESS PTY LTD reserves the right to process the failed payment in full for the duration of your agreed contract via an alternative payment system, using the agreed payment method stored in the business's secured portal.
The client shall pay for all costs incurred by DVP Fitness (including costs for which the DVP Fitness may be contingently liable) in any attempt to collect any monies owed by the Customer to DVP Fitness under this Agreement, including debt collection agent costs, repossession costs, location search costs, process server costs and solicitor costs on a solicitor/client basis. If any outstanding payments are forwarded to the Debt Collection Team, your program will be placed on pause. Once the full balance owed to DVP Fitness is paid in full through Debt Collection, you will be credited for the weeks missed and may use those credits when you choose to return. All credits require full program payment to be completed through Debt Collection before they are issued. Credits are valid for a maximum of three months and will expire thereafter.
3.DVP FITNESS Results Guarantee:
DVP FITNESS is committed to delivering proven results for members who fully commit to the program. Members who maintain 100% compliance with all program requirements throughout their selected 24-week or 52-week program and do not achieve a minimum 5% reduction in body weight may apply for a Results Guarantee Review.
All Results Guarantee Review applications are subject to verification by DVP FITNESS and will only be considered where all eligibility requirements have been satisfied.
Eligibility Requirements:
To be eligible for a Results Guarantee Review, members must satisfy every requirement below for the entire duration of their 24-week or 52-week program. Failure to meet any requirement at any stage of the program will automatically make the application ineligible.
Members must:
Maintain 100% compliance with their prescribed DVP FITNESS nutrition plan.
Consume only the meals, foods and portion sizes prescribed within their DVP FITNESS meal plan. Meal swaps, substitutions, omissions, additions, discretionary foods, cheat meals or any deviation from the prescribed meal plan are not permitted unless expressly approved in writing by a DVP FITNESS coach.
Log every meal, every day in the DVP FITNESS app for the entire program.
Complete and log every prescribed workout. Workouts must not be skipped, substituted or replaced with alternative training unless expressly approved in writing by a DVP FITNESS coach.
Achieve the prescribed daily step target every day.
Achieve the prescribed daily water intake every day.
Submit the required weekly check-in every allocated Tuesday by 10:00am Melbourne, Australia (AEST/AEDT). Late, incomplete or missed check-ins will automatically void eligibility.
Record all required progress data, including body weight, body measurements and progress photos, as requested by DVP FITNESS.
Follow all coaching instructions and remain actively engaged with their assigned coach throughout the program.
Compliance will be verified using DVP FITNESS system records, including nutrition logs, workout logs, step tracking, water tracking, progress records, weekly check-ins and coach communications. Retrospective evidence or manually created records will not be accepted.
Results Guarantee Review Process:
To request a Results Guarantee Review, members must:
Submit their application within seven (7) days of completing their 24-week or 52-week program.
Email info@dvpfitness.com.au with the subject line "Results Guarantee Review".
Complete the DVP FITNESS Results Review Form in full.
Provide any additional information or documentation requested by DVP FITNESS within seven (7) days of the request.
Applications will be reviewed within five (5) business days.
Terms of Service:
The Results Guarantee applies only to eligible DVP FITNESS 24-week and 52-week programs.
Members must remain financially up to date with all payments throughout the entire program term.
Submission of a Results Guarantee Review does not suspend, vary, cancel or terminate the member's contractual agreement or payment obligations.
If a Results Guarantee Review is approved, only the weekly program payments paid during the applicable program term will be refunded. The onboarding fee is strictly non-refundable under all circumstances.
Only one Results Guarantee Review may be submitted per member.
DVP FITNESS will determine eligibility based on verified compliance with these Terms of Service.
Any failure to meet the eligibility requirements, including but not limited to missed workouts, incomplete nutrition logging, failure to follow the prescribed meal plan, meal substitutions, failure to achieve daily step or water targets, late or missed Tuesday check-ins, incomplete progress tracking, failure to follow coach instructions, or incomplete program participation will automatically void eligibility for a Results Guarantee Review.
Important:
The DVP FITNESS Results Guarantee is available only to members who demonstrate complete commitment to the program. The guaranteed outcome is a minimum 5% reduction in body weight over the member's selected 24-week or 52-week program, provided 100% compliance with every program requirement has been maintained for the entire duration.
DVP FITNESS reserves the right to verify all compliance data before making a determination. Any inability to verify compliance through DVP FITNESS records will result in the application being declined.