Refund Policy
Last Updated: 26 June 2026
1. Introduction
This Refund Policy sets out how refund requests are assessed for services and products provided by Steff The Coach S&C (“the Business”, “we”, “our”, “us”), operating from Greece within the European Union.
This Policy should be read alongside the:
- Terms & Conditions
- Privacy Policy
- Health Disclaimer
- onboarding documentation
- any service-specific policies provided at the point of purchase
Where the Business provides services to consumers within the European Union or European Economic Area, EU consumer protection law applies, including Directive 2011/83/EU on Consumer Rights as implemented in Greek law (Law 2251/1994 as amended). Where services are provided to consumers outside the EU, applicable mandatory local consumer protections continue to apply regardless of the governing law set out in this Policy.
Nothing in this Policy limits any mandatory consumer rights available under applicable law.
2. Scope
This Policy applies to:
- Foundation Programme
- Progression Programme
- Performance Programme
- Better Life Programme
- 1:1 Online Coaching
- 1:1 In-Person Sessions
- consultations
- consultations with custom programming
- custom programming services
- referral packages involving independent professionals
- future services offered by the Business
- merchandise (when launched)
Different refund conditions apply depending on the nature of the purchase, as set out in the relevant sections below.
3. Key Definitions
The following terms have specific meanings throughout this Policy:
Business Days means working days in Greece, excluding Greek public holidays and weekends.
Substantial Delivery means, depending on service type:
- For coaching programmes: completion of intake review, initial assessment, and delivery of the first coaching session or training block.
- For custom programming: delivery of the completed programme to the client.
- For consultations with custom programming: completion of the consultation session and delivery of associated planning or programming materials.
- For individual sessions: completion of the session itself.
Short-Notice Cancellation means cancellation of a scheduled session with less than 24 hours’ notice before its scheduled start time.
Sufficient Notice means cancellation of a scheduled session with more than 24 hours’ notice before its scheduled start time.
Scheduling Abuse means three or more missed appointments, or three or more short-notice cancellations (excluding medical emergencies), within any rolling 90-day period, or any pattern of conduct that unreasonably and repeatedly disrupts operational scheduling.
Medical Emergency means an acute and unforeseen health event affecting the client or an immediate family member that genuinely prevents attendance, and which may be supported by documentation where reasonably practicable.
4. General Refund Principles
Refund requests are assessed individually. No single factor alone determines eligibility. The Business considers all relevant circumstances, which may include:
- work completed prior to the request
- onboarding and intake review completed
- consultations delivered
- customised planning or preparation completed
- digital access granted
- service fulfilment progress
- operational time invested
- applicable consumer protections
Cancellation of a service does not automatically give rise to a refund entitlement. Refund eligibility is assessed separately under this Policy.
Nothing in this Policy removes any mandatory legal rights available under applicable law.
5. Complimentary Consultations (15 Minutes)
Complimentary consultations are provided free of charge. Because no payment is collected, refunds do not apply.
Scheduling abuse, as defined in Section 3, may result in the withdrawal of future consultation availability at the Business’s reasonable discretion.
6. Consultations With Custom Programming (30 Minutes)
Consultation services involving custom planning or programming may become partially or fully non-refundable once preparatory work begins.
Refund eligibility is assessed with reference to whether:
- consultation delivery has commenced
- assessment work has begun
- planning time has been invested
- custom programming has started
- supporting documentation has been prepared
Where work has commenced but the service has not yet been substantially delivered, a partial refund may be assessed in accordance with Section 14.
Once the consultation and any associated custom programming have been substantially completed, refunds will not generally be available.
7. Coaching Programmes & Service Purchases
Programme purchases are generally sold as one-time purchases unless otherwise stated.
Before onboarding or fulfilment begins: Refund requests will generally be considered, subject to any non-refundable administrative costs already reasonably incurred.
After onboarding begins but before substantial delivery: Partial refunds may be considered, assessed in accordance with Section 14.
After substantial delivery: Refund eligibility reduces significantly. Refunds will not generally be available for any portion of the service already delivered.
After full programme delivery: Refunds will not generally be available.
In all cases, assessment considers the full picture of work completed, including onboarding, intake review, assessment work, scheduling allocation, coaching time invested, programme development, access granted, and support already provided. Completion of any of these activities constitutes commencement of service performance for the purposes of this Policy.
8. Custom Programming
Custom programming involves individual preparation and design work that begins prior to delivery.
Where programme design, planning, or development has commenced but the programme has not yet been delivered to the client, a partial refund may be assessed under Section 14.
Once custom programming has been substantially completed and delivered, refunds will not generally be available.
Where custom programming forms part of a broader coaching programme, Section 7 applies.
9. Digital Access, Downloads & Platform Access
Services may include access to onboarding systems, digital documents, PDFs, TrainHeroic, downloadable materials, and other platform content.
The granting of digital access alone does not automatically eliminate refund eligibility. Assessment considers the full picture of what has been made available and delivered, including:
- access granted and account activation
- download availability
- onboarding progression
- platform allocation and service preparation
- actual fulfilment status at the time of the request
Assessment applies regardless of whether content was actively accessed or used by the client.
Where digital access has been granted alongside meaningful service delivery, refund eligibility may reduce in accordance with Section 14.
Where a refund is approved, all platform and digital access will be removed immediately upon confirmation of the refund decision.
10. In-Person Sessions
Client cancellation with sufficient notice (more than 24 hours before the scheduled session): The session may be rescheduled subject to operational availability. Where rescheduling is not practicable, a refund may be considered.
Client short-notice cancellation (less than 24 hours before the scheduled session): The session is forfeited. No refund or credit applies.
Client medical emergency with less than 24 hours’ notice: Where a medical emergency as defined in Section 3 genuinely prevents the client’s attendance, the session may be rescheduled at the Business’s reasonable discretion. Supporting documentation may be requested.
Missed sessions without notice: Sessions missed without contact are forfeited. No refund or credit applies.
Business cancellation due to illness or incapacity: Where the Business is unable to attend a scheduled in-person session due to illness or incapacity, the client will receive a full refund for that session or may choose to reschedule.
All rescheduling remains subject to operational availability.
11. Programme Pauses, Non-Payment & Account Closure
Programme pauses may be requested by email. Approved pauses will suspend billing for an agreed period.
Where access is closed due to non-payment, refunds are not available, access restoration is not guaranteed, and a new account or onboarding process may be required to resume participation.
12. Termination for Cause
Where the Business terminates a client’s agreement or access for cause — including breach of the Terms & Conditions, abusive or threatening conduct, misconduct, non-compliance with health or safety requirements, scheduling abuse as defined in Section 3, or any other material breach by the client — the following applies:
Services already delivered: No refund will be issued.
Services not yet delivered: The value attributable to undelivered services will be assessed against the losses, costs, and operational impact arising directly from the client’s conduct. Where those losses and costs equal or exceed the value of undelivered services, no refund will be due. Where a balance remains after that assessment, it may be refunded at the Business’s discretion.
The Business reserves the right to pursue recovery of any losses or damages caused by the client’s conduct that exceed amounts already paid.
Nothing in this clause limits any mandatory consumer rights available under applicable law.
13. Client Incapacity & Bereavement
Where a client becomes seriously ill, permanently incapacitated, or dies during an active programme, a full refund of amounts paid for services not yet delivered will be issued.
Requests under this section may be submitted by the client, a next-of-kin, or an authorised representative. Supporting documentation may be requested. Each case is reviewed individually and handled with appropriate sensitivity.
14. Partial Refund Calculation
Where a partial refund is determined to be appropriate, it is calculated as the proportion of the total purchase price corresponding to the portion of the service not yet delivered, minus any operational costs already reasonably incurred by the Business in connection with the client’s order.
Costs that may reduce the refundable amount include time spent on intake and assessment, sessions already delivered, platform and administrative costs, third-party costs incurred on the client’s behalf, and any custom preparation work already completed.
Partial refunds will not exceed the total amount paid. Upon request, the Business will provide a written explanation of how the refund figure was reached.
15. Referral Packages & Independent Professionals
Some service packages involve independent professionals. Those providers are solely responsible for their own service delivery, professional records, and operational policies.
Where an external provider has already delivered services, refund outcomes may depend on that provider’s own policies, amounts already remitted to them may be non-recoverable, and their performance status will be taken into account.
The Business coordinates administration for such packages but does not control, and accepts no liability for, the professional conduct or outcomes of independent third-party providers.
16. Merchandise (Future)
Physical merchandise may be introduced in the future. When available, separate product-specific refund terms will apply, reflecting fulfilment stage, manufacturing status, customisation, hygiene considerations, and applicable legal requirements. This section is inactive until merchandise is launched.
17. EU Withdrawal Rights & Early Service Commencement
17.1 Fourteen-Day Withdrawal Right
Consumers located within the European Union or European Economic Area have the right to withdraw from a distance or off-premises service contract within 14 calendar days of the date of purchase, without providing a reason, under EU Directive 2011/83/EU as implemented in Greek law. This right applies whether the contract was concluded online, by telephone, or in person away from the Business’s premises.
To exercise this right, the client must notify the Business clearly in writing before the 14-day period expires: [email protected]
17.2 Early Commencement & Effect on Withdrawal Right
By purchasing services and requesting the commencement of onboarding, programme planning, consultations, or platform access before the 14-day withdrawal period expires — whether under a distance or off-premises contract — the client expressly requests that performance begin immediately.
The client acknowledges that:
- where service performance is fully completed within the withdrawal period with the client’s express consent, the right to withdraw is lost in full
- where performance has partially commenced, the client remains entitled to a refund only for the proportion of the service not yet delivered, calculated in accordance with Section 14
17.3 Clients Outside the EU
Clients outside the European Union are not entitled to EU statutory withdrawal rights under this Policy. Applicable mandatory consumer protections in the client’s country of residence are not excluded by this Policy and continue to apply where required by law.
18. Refund Requests
Refund requests must be submitted in writing to [email protected] and include the client’s name, purchase details, reason for the request, relevant dates, and any supporting documentation.
Requests will be acknowledged within 2 Business Days of receipt and a decision communicated within approximately 7 Business Days of receipt of all required information. Where additional information is needed, the review period begins once everything requested has been provided.
Submission of a refund request does not suspend any payment obligations unless the Business confirms otherwise in writing.
19. Refund Method, Currency & Payment Timeframe
Approved refunds are issued through the original payment method where reasonably practicable, by account credit, or through an alternative arrangement agreed with the client in writing.
Refunds are issued in the same currency as the original payment. The Business is not responsible for exchange rate fluctuations between the date of the original payment and the date of refund, nor for any currency conversion fees applied by the client’s payment provider or financial institution.
Where a refund is returned to the original payment method, it will be processed within 14 calendar days of the date the refund decision is communicated to the client. The Business is not responsible for delays caused by third-party payment processing systems.
20. Chargebacks
Clients agree to contact the Business and seek reasonable resolution before initiating chargeback or payment dispute proceedings. Where chargeback proceedings are initiated without prior contact, active services may be paused, access may be restricted during the investigation, and operational actions may be delayed until the review concludes.
Nothing in this clause limits any mandatory legal rights.
21. Dispute Resolution
21.1 Internal Review
Clients who disagree with a refund decision may request an internal review by writing to [email protected] within 14 calendar days of the decision, setting out their reasons and any additional supporting information. The Business will respond within 10 Business Days.
21.2 EU Online Dispute Resolution
EU consumers may access the European Commission’s Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr. The Business’s contact email for ODR purposes is [email protected].
21.3 Alternative Dispute Resolution
Clients may also have access to alternative dispute resolution bodies under applicable Greek or EU law. The Business will provide relevant information on request.
21.4 Court Proceedings
Nothing in this Policy affects the client’s right to bring a claim before a court of competent jurisdiction.
22. Governing Law & Jurisdiction
This Policy is governed by the laws of Greece. For EU clients, no provision of this Policy overrides any right available under EU consumer law. Where mandatory consumer protection law in the client’s country of residence affords greater protections than Greek law, those protections apply to the extent required.
23. Policy Amendments
This Policy may be updated from time to time to reflect changes in services, law, or operational practice. Material changes will be communicated to active clients by email at least 14 calendar days before taking effect. Continued use of services after notification of a material change constitutes acceptance of the updated Policy.
The current version of this Policy is always available on request and will indicate the date it was last updated.
24. Severability
If any provision of this Policy is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, it will be modified to the minimum extent necessary to make it enforceable, or severed if modification is not possible. All remaining provisions continue in full force and effect.
25. Contact
Refund and operational enquiries: [email protected]
Privacy enquiries: [email protected]