❗️ Please note, if you file a chargeback, we usually can’t issue a refund while it’s open. Chargebacks can take weeks/months and the outcome is decided by your bank. Please contact us first so we can review and help faster.
1. Refund Policy for Digital Product Subscriptions Purchased via Our Website
This Section applies only to subscriptions purchased directly via our website. If you purchased your subscription through an app distribution platform (e.g., Apple App Store or Google Play), please refer to Section 2 below.
1.1 Digital Product Withdrawal & Refunds According To Law
Under applicable consumer protection laws, once Digital Content has been provided and access to the Services has commenced, refunds are generally not available for change of mind or dissatisfaction.
Countries where a “change of mind” refund is not guaranteed once access has started:
EU/EEA & UK: distance purchases usually have a 14-day withdrawal period, but for digital content, the withdrawal right ends once access starts; remedies apply for faults/major issues.
United States: no online “cooling-off” right for purchases made entirely online
Canada: there are no change-of-mind refunds; remedies apply for faults/major issues.
Australia: “change of mind” is not an entitlement under consumer guarantees; remedies apply for faults/major issues.
Mexico: distance purchases usually have a 5-day withdrawal period, but for digital content, the withdrawal right ends once access starts
Countries with a short legal cancellation window:
Israel: distance-selling cancellations are generally allowed within 14 days; if cancelled after the service began, the consumer needs to pay for the part already provided. Contact our Customer Support Help Desk within the applicable withdrawal period.
Brazil: consumers can withdraw within 7 days for distance/off-premises contracting (including services). Contact our Customer Support Help Desk within the applicable withdrawal period.
When a refund (or other remedy) may apply?
Under applicable consumer protection laws, the usual first step for a problem with digital content or a digital service is to bring the service into conformity (for example, by fixing the issue, restoring access, or re-supplying the service). Where the issue is major, or we can’t fix it within a reasonable time, you may be entitled to a refund, price reduction, or cancellation, depending on your location and the circumstances.
Refunds (or other legal remedies) apply where the Digital Content/Services are defective, materially different from what was promised, or unavailable, as required by applicable consumer protection laws.
Please contact our Customer Support Help Desk and provide the necessary information to assess “defective / not as described / not delivered”:
Not delivered (you paid but can’t access)
Not delivered (you paid but can’t access)
Please provide:
Purchase email and the email used to log in (if different)
What happens when you try to access the service (include the exact error message, if any)
Screenshot of the paywall or error screen
What we’ll review:
Payment status
Entitlement activation
Account linkage
Any outage or incident reported at the time
Defective (service doesn’t work as it should)
Defective (service doesn’t work as it should)
Please provide:
Purchase email and the email used to log in (if different)
Steps to reproduce the issue (Step 1 → Step 2 → Step 3)
Device model and OS version (and app version if applicable)
Whether the issue happens on Wi-Fi vs mobile data
Whether the issue also happens in another browser or device, if possible
Screenshot or screen recording showing the behavior
What we’ll review:
Error logs
Incident history
Known bugs affecting your version or device
Whether the issue can be reproduced on our side
Materially not as described (what you got is meaningfully different from what was promised)
Materially not as described (what you got is meaningfully different from what was promised)
Please provide:
Purchase email and the email used to log in (if different)
If you believe there was a fault or misleading information, please include supporting evidence so we can investigate further:
What exactly you expected to receive that you believe was missing from the program
Where you saw the promise or description that led to that expectation
(for example: advertisement, website page, email, or social media post)A screenshot or link to that content if available
Please also explain which part feels different from what you understood:
the diet type
the program structure
features or access
the expected results
What we’ll review:
What was included in your plan at the time of purchase
What information was displayed at checkout
Whether the feature or content is available in your region, device, or app version
We’ll use this information to verify the purchase and investigate the issue. We will provide a refund or other legally required remedy where the Digital Content/Services are defective, materially not as described, or not delivered.
We reserve the right, where permitted by law, to deduct an administrative fee and/or an amount proportionate to the Services provided prior to cancellation or withdrawal.
Once a refund is issued:
Access to the Services will be revoked.
Refunds will be applied to the original method of payment within 5-10 business days.
1.2 Digital Product Recurring Subscription Payments
Recurring subscription payments are generally non-refundable once processed, except where a refund is required by applicable law (e.g., service not delivered or materially defective).
In accordance with our Terms of Service (accepted at the time of purchase):
Subscription cancellations must be submitted at least 48 hours prior to the renewal date to prevent the next billing cycle.
If a renewal payment has been processed in accordance with the agreed terms and timing, refund requests for that renewal period will generally be denied unless the digital content is proven to be materially defective.
Where a refund for a recurring subscription payment is granted, we reserve the right to deduct an administrative fee and/or an amount proportionate to the Services provided up to the date on which we received your withdrawal or cancellation notice.
2. Subscriptions Purchased via App Distribution Platforms
If you purchased your subscription through Apple App Store or Google Play, all billing, cancellation, and refund requests must be directed to the respective platform provider. We do not process refunds for purchases made via third-party app distribution platforms.
Apple App Store
If you purchased via Apple, refund requests must be submitted directly to Apple through your Apple account in accordance with Apple’s refund policies.
Google Play
If you purchased via Google Play, refund requests must be submitted directly to Google through your Google Play account in accordance with Google’s refund policies.
3. Money-Back Guarantee for Digital Product (Where Offered)
In addition to statutory rights, you may be eligible for a refund under our Money-Back Guarantee, if explicitly presented at checkout and purchased directly via our website.
To qualify:
The request must be submitted within 30 days of the initial purchase.
You must have logged in and followed the program for at least 10 consecutive days within the first 30 days.
You must demonstrate compliance by providing screenshots from the app showing that you completed all three meals during each day for those 10 consecutive days.
You must not have achieved visible results with the program.
Only customers who meet all stated requirements are eligible. This Money-Back Guarantee applies exclusively under the conditions outlined above and does not extend to other circumstances.
4. Refund and Return Policy for Keto Bars
4.1 Refund for Delivered Goods
Refunds for delivered Goods are granted only if the Client demonstrates that the Goods are materially not as described or faulty.
To request a refund:
You must contact Customer Support within the applicable Withdrawal period.
You must provide detailed information describing the defect.
Visual proof may be required.
Refunds will be credited to the original payment method within 5-10 business days.
4.2 Returns Due to Change of Mind (Health and Hygiene Restrictions)
Due to health and hygiene considerations, returns based on change of mind are accepted only if all of the following conditions are met:
A return request is submitted within the Withdrawal period before returning the Goods.
The Goods are returned without undue delay and no later than within the Withdrawal period.
The Client bears the cost of return.
The Goods are unopened, in their original packaging, and in a condition fit for resale.
After receiving and inspecting the returned Goods, we will process any eligible refund within 30 days from the date we receive the returned Goods.
We reserve the right to suspend a refund until the returned Goods have been received and inspected.
Return Address for KETO Bars:
FHB Group
Priemyselna 1637/3
Svaty Jur 90021
Slovak Republic
🤔 Still have questions?
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