This page explains how refunds work on OnlineFitness.app. We’ve kept it short on purpose — if anything is unclear, just email us at support@onlinefitness.app.
Overview
OnlineFitness.app runs on prepaid credits: you top up your balance (100 credits = $1 USD, top-ups start at $10), and credits pay for AI generations, video storage and delivery beyond the free allowances. Core coaching features are free.
All payments are processed by creem.io, our Merchant of Record. That means creem handles your card payment, sales tax/VAT and any payment disputes, and their Terms of Sale apply to every purchase. Refunds are also paid out through creem, back to your original payment method.
Credits themselves are not money and not a deposit — they can’t be transferred to another account or paid out as cash. Refunds always apply to the money you paid for a top-up, under the rules below.
Unused top-ups: 14 days
If you bought a top-up and haven’t used it, you can get your money back.
- You can request a refund within 14 days of the purchase.
- The top-up must be fully unused — if any credits from that purchase have been spent, it’s no longer refundable.
- The refund goes back to your original payment method via creem.
This applies to manual top-ups and to charges made by auto top-up alike — every auto top-up charge comes with its own receipt, and the same 14-day rule applies to it.
Automatic refunds for failed operations
If an operation fails on our side — an AI generation that errors out, a video that fails processing — the credits for it are refunded to your balance automatically. You don’t need to ask.
If you believe you were charged credits for something that didn’t work and the balance wasn’t corrected, write to us and we’ll look into it.
Credit expiry
Credits expire 12 months after purchase. We’ll warn you before that happens — 30 days and 7 days ahead — so you have time to use them.
Expired credits are not refundable and are not restored. If you’d rather not risk losing an unused top-up, remember you can refund it within the first 14 days.
How to request a refund
Two ways, whichever is easier:
- Email us at support@onlinefitness.app from the email tied to your account. Mention the top-up you want refunded (the receipt or its date and amount helps).
- Use your creem receipt — every purchase receipt from creem includes options for payment questions and refund requests.
We’ll confirm whether the top-up qualifies and pass the refund to creem for processing. The time it takes for the money to appear back on your card depends on your bank and payment method.
Chargebacks
If something looks wrong on your card statement, please contact us first before opening a dispute with your bank. Almost every issue — a duplicate charge, an auto top-up you didn’t expect, a purchase you’ve changed your mind about — is faster to fix directly with us or through creem than through a chargeback.
Chargebacks are handled by creem as the Merchant of Record. A chargeback filed while we’re already refunding you can delay the money reaching you.
Contact
Questions about this policy or a specific charge:
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Questions about this document?
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