1. The short version
- New coaches have a 7-day, no-questions refund windowon the first monthly subscription charge. Contact us within 7 days and we'll do our best to get you a full refund via your store.
- After the 7-day window, the monthly subscription is not refunded for the period you already used — but cancelling stops all future charges immediately.
- If Teshape fails on our end — extended downtime, a feature we promised on the pricing page that doesn't exist, or consistent inability to deliver a working platform — we will actively advocate with Apple or Google for a prorated refund against the impact.
- Trainees never pay Teshape directly. This policy covers coach subscriptions only.
2. The 7-day window
For coaches subscribing to Teshape for the first time, the subscription charge is eligible for a full refund within 7 calendar days of the initial charge date. You don't need to give us a reason. Email support@teshape.comfrom the email tied to your Teshape account and we'll initiate the process within one business day.
Because billing flows through Apple or Google, we submit a refund request on your behalf. Apple and Google have final authority over approval, but in our experience they approve new subscriber requests within this window without issue.
The 7-day window applies to the first subscription only. It does not reset if you cancel and re-subscribe later.
3. Subscription refunds
Teshape coach subscriptions are billed monthly or annually through Apple App Store (iOS) or Google Play (Android). Cancelling from your device stops the next billing cycle immediately. You keep access to the platform through the end of the period you already paid for.
Mid-cycle cancellations do not produce a prorated refund for the current period. This is a limitation of how Apple and Google handle subscription billing — neither store supports partial-period refunds initiated by the developer.
Annual subscribers who cancel early are also subject to this rule unless the cancellation follows a service failure (see section 4 below).
4. Service-failure refunds
If Teshape fails to deliver what we promised, we will advocate proactively with Apple and Google for a refund proportional to the impact. Examples of qualifying failures:
- Extended platform downtime. If the Teshape app or web portal is unavailable for more than 24 continuous hours in a billing period, we will seek a refund of 1/30 of your monthly fee for each affected day.
- A feature listed on our pricing page that doesn't exist and that we cannot deliver within 30 days of your report — we will seek a full refund of your most recent charge and cancel your subscription immediately if you prefer.
- Persistent data loss. If a verified bug on our side permanently destroys training data, client records, or program libraries and we cannot restore them from backup within 72 hours, we treat this as a qualifying failure.
In all cases, contact us first at support@teshape.com. We will investigate, acknowledge the failure in writing, and initiate the refund request with the store on your behalf.
5. What we can't refund
- Unused time on an active subscriptionwhere no service failure occurred. If you sign up and don't use the platform, that's not a refundable situation after the 7-day window.
- Client behaviour outside your control. If clients stop responding, stop logging, or disengage from your programs, that does not constitute a platform failure.
- Third-party service outages. Brief outages from Google Firebase, Apple Push Notification Service, RevenueCat, or other infrastructure providers are outside our control. Prolonged outages that last beyond 24 hours may qualify under section 4.
- Charges from plan upgrades or downgrades. These are handled by Apple and Google according to their own proration rules; we cannot override their billing logic.
- Payments between coaches and their clients. Teshape does not process or facilitate those transactions. Any refund disputes between a coach and their trainee are entirely between those two parties.
6. How to request a refund
Email support@teshape.com from the address tied to your Teshape account. Include:
- The email address on your Teshape account.
- The approximate charge date and the amount you want refunded.
- Whether you subscribed on iOS or Android.
- A one-line reason (required for requests outside the 7-day window).
We reply within one business day. If the request qualifies, we submit it to Apple or Google on your behalf. Approved refunds are typically reflected within 3–10 business days, depending on your bank and the store's processing time.
You can also request refunds directly from Apple at reportaproblem.apple.com or directly from Google via the Play Store app. Going through us first is usually faster because we can add context to the request.
7. Chargebacks
If you initiate a chargeback against a Teshape charge before contacting us, we will dispute it — not because we want to be combative, but because we want a chance to resolve the issue directly and we keep records of every step.
Please email us first. We've approved every reasonable refund request we've ever received, and we'd prefer to sort it out directly.
8. Contact
Refund requests, billing questions, and disputes: support@teshape.com.