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Refund Policy

The personal build is custom work, made for one person, delivered by a human over a series of sessions. What is refundable depends on how far that work has gone. The short version: you can back out freely until we start, you get a fair pro-rated refund while the build is in progress, and once it is delivered and reviewed you have it.

This policy forms part of the Terms of Sale and Use and works alongside the Cancellation Policy. If there is any conflict between them, the Terms of Sale and Use control.

01Before the intake call: full refund

Change your mind at any point before your intake call and you get all of it back. No questions asked and no explanation needed. Email us and we will process it to the original payment method.

02After the call, before handover: refund minus work completed

Once the intake call has happened, the build has started, and what you are paying for is a person's time. If you stop before handover we refund the balance after accounting for the stages already completed, using the schedule below. Percentages are of the total price in your written scope.

A stage counts as completed when the work is done, not when you have seen it. We will send you an itemised breakdown of which stages were completed and what was built at each one, so you can see exactly what the deduction covers. The deduction will never exceed what you paid.

Add-ons named in your written scope are treated as their own stages on the same basis: fully refundable before work on that add-on begins, not refundable once it is delivered.

03If we cannot reach you

The build needs your input. If we have asked you for information or scheduling and you have not responded for 60 days, we will pause the build and email you. If we still have no response 30 days after that, the build is treated as stopped at whatever stage it had reached, and Section 02 applies from that date. You can restart at any time and we will pick up where we left off at no extra charge.

04At handover: the 14-day review

At handover you receive your plan, the food database built around your foods, your templates, your private link and your builder access. You then have 14 days to check the build against the written scope agreed before you were charged. This is the same 14-day review described in Section 07 of the Terms of Sale and Use.

If something in the build does not match that scope, tell us in writing within those 14 days and we will fix it. A refund is not the first remedy for something we can put right, and we will not leave you holding a build that does not do what we said it would.

If we cannot deliver the agreed scope within a reasonable time after you have told us, you may have a refund of the portion of the price that relates to what we failed to deliver.

If you do not raise anything within 14 days, the build is treated as accepted.

05After the review window

Once the 14-day review has closed, the build is delivered and the price is not refundable, except in the four situations set out in Section 06. You keep the plan, the database, the link and the builder access, with nothing further to pay.

06The only refunds available after acceptance

1. If we discontinue the system inside five years. Section 08 of the Terms of Sale and Use commits us to keeping your plan and link available for at least five years from handover. If we stop running the system inside that period, we will refund a share of what you paid, pro-rated against the time remaining in the five-year period, after giving you at least 90 days' notice and an export of your data. That refund is your sole remedy for discontinuation.
2. Billing errors. A duplicate charge, the wrong amount, or a charge taken after we confirmed a cancellation in writing. Email us within 60 days of the charge and we will investigate and refund anything charged in error.
3. A one-off accommodation. We may, at our discretion, offer a credit, a rebuild or a refund to resolve something. Any accommodation is a one-time gesture and is not a waiver of this policy.
4. Where a refund is required by law that cannot be waived by agreement.

07What is not refundable

To be plain about it, so nobody is surprised later:

• Results. We build a nutrition system. We do not sell a body composition outcome, and we do not refund because the scale did not do what you wanted.
• Adherence. The adjuster suggests, you decide. Not following the plan is not a defect in the plan.
• Changing your mind about the approach after the build has been accepted.
• Wanting coaching instead. We say on the call, in the FAQ and in the terms that this is a system and not a coach. If coaching is what you want, tell us before you buy and we will point you elsewhere.
• Information you gave us that was wrong or incomplete. The build is only as accurate as your intake. If your circumstances change after handover, that is a rebuild, not a defect.
• Add-ons already delivered.
• Termination for breach. If we revoke your licence under Section 15 of the Terms for a breach you did not fix, no refund is due.

08Medical circumstances

If a physician advises you to stop before handover, tell us. We will stop the build immediately, and we will look at your situation on its own terms rather than applying Section 02 mechanically. Nothing in this policy is medical advice, and nothing in it should keep you eating to a plan your doctor has told you to stop.

09How to request a refund

Email nutrition@thestoicos.com from the address on your order, with your order date and a short description. We will acknowledge within 3 business days and confirm the outcome in writing. Refunds go back to the original payment method and usually take five to ten business days to appear after we process them.

Requests must be made within 90 days of the event they relate to, except where a longer period is stated in Section 06 or required by law.

10Chargebacks

Please contact us before disputing a charge with your bank or card issuer. Almost everything is faster to resolve directly, and an open dispute limits what we are able to do for you while it runs.

If a dispute is opened on a valid charge without contacting us first, we will contest it, and we may submit your written scope, our correspondence, the delivery record and your account activity to your bank. Nothing in this section affects any rights you have that cannot be waived by agreement.

11Your legal rights

Some consumer protection rights cannot be signed away by a policy. Nothing here limits any right you have under state or federal law, and where a mandatory legal right conflicts with this policy, the law wins.

The version of this policy that applies to your purchase is the one published on the day you bought.

12Contact

StoicOS LLC, 242 Walton Way, Kennett, PA 19384, United States. +1 (407) 404-0361. nutrition@thestoicos.com. See also the Cancellation Policy, the Terms of Sale and Use and the Privacy Policy.