OnTrack Refunds and Returns Policy

Effective Date: 24.09.24

At OnTrack, we strive to provide high-quality products and services that meet your expectations. If you are not completely satisfied with your purchase, we are here to help. Please review our Refunds and Returns Policy below.

1. Digital Products (Templates, eBooks, and Downloadable Resources)

Due to the nature of digital products, all sales of downloadable templates, eBooks, and other digital resources are final. Once the files have been downloaded, we cannot offer refunds or exchanges. However, if you experience any issues with your download or believe there was a mistake with your purchase, please contact us at [Insert Email] and we will work with you to resolve the issue.

2. Physical Products (Journals, Merchandise, Hampers)

If you are not satisfied with your physical purchase, we offer a 14-day return policy from the date you received the item(s). To be eligible for a return, the item must be unused and in the same condition that you received it, including the original packaging.

Return Process:

• Contact us at info@ontrackyourlife.co.uk within 14 days of receiving your item to initiate the return process.
• We will provide you with a return address and instructions.
• The customer is responsible for the return shipping costs, unless the item is faulty or damaged.

Once we receive the returned item, we will inspect it and notify you of the status of your refund. If approved, a refund will be issued to your original payment method within 7-10 business days.

3. Coaching Services

Coaching sessions are designed to provide personalised support, and we want you to be fully satisfied with your experience. However, if you wish to cancel or reschedule your coaching session, the following rules apply:

• Cancellation or Rescheduling: You may cancel or reschedule your coaching session up to 24 hours before the scheduled time without penalty. To cancel or reschedule, please contact us at [Insert Email]. Sessions cancelled within 24 hours of the scheduled time may be subject to a cancellation fee of up to 50% of the session price.
• Refunds for Coaching Packages: If you have purchased a multi-session coaching package and wish to cancel before completing all sessions, you may be eligible for a partial refund for any unused sessions. Contact us at [Insert Email] to discuss your options.

4. Faulty or Damaged Items

If you receive a physical item that is faulty or damaged, please contact us at [Insert Email] within 14 days of receiving the product, and we will arrange for a replacement or a full refund, including shipping costs. Please provide details and, if possible, photos of the issue to expedite the process.

5. Non-Refundable Items

We do not accept returns or issue refunds for the following:

• Digital products once they have been downloaded or accessed
• Coaching sessions that have already taken place
• Gift cards or promotional items

Need Help?

For any questions regarding returns or refunds, or if you need help with a specific order, please contact us at:

Email: info@ontrackyourlife.co.uk