Refunds & Cancellations

1. Purpose of this policy

This policy explains how KetoTrainer handles cancellation and refund requests for its digital, self-guided nutrition and lifestyle programs.

2. Australian Consumer Law rights come first

Nothing in this policy limits any right or remedy you have under the Australian Consumer Law or another law that cannot be excluded by agreement.

3. Change of mind

Australian Consumer Law does not generally require a business to provide a refund simply because a customer changed their mind, no longer wants the product, found an alternative or did not use the purchase.

For a non-ACL change-of-mind request, KetoTrainer may consider the circumstances of the request, including whether digital program access has already been provided. Any discretionary refund does not reduce your statutory consumer rights.

4. Program suitability and assessment

KetoTrainer uses an assessment and safety process before presenting an eligible program purchase. If the system determines that a KetoTrainer V1 program cannot currently be offered because of a safety, food-eligibility or technical-delivery gate, checkout should not be made available for that program.

5. Current Program and Full Journey purchases

KetoTrainer programs are one-time purchases with no automatic renewal.

If you purchase a Recommended Full Journey, only the current eligible stage is available initially. Future prepaid stages remain locked until a later Progress Check recommends progression. Prepayment does not guarantee progression or when a future stage will unlock.

If your Progress Check recommends repeating your current stage, the next 12-week repeat is supplied at no additional program charge and does not consume a prepaid future-stage entitlement.

6. Problems with access or delivery

If you cannot access program materials that you are entitled to receive, contact us so we can investigate and, where appropriate, restore access or provide another remedy. A failed or incomplete delivery will be assessed in accordance with the Australian Consumer Law and the circumstances of the issue.

7. How to request a refund or cancellation review

Email ketotrainer@gmail.com and include:

• the email address used for the purchase;
• the purchase date and transaction/order reference if available;
• a short description of the issue and the remedy you are requesting; and
• any relevant screenshots or supporting information.

Please do not email detailed medical information unless we specifically ask for information needed to resolve the matter through an appropriate secure process.

8. Refund method

Where a monetary refund is required, it will generally be returned to the original payment method unless another method is agreed or required by law or the payment provider.

9. Processing and disputes

We may need to verify the purchase and investigate the reported issue before deciding the appropriate remedy. If you believe your statutory consumer rights have not been met, tell us so we can review the matter.

10. Contact