We back our 1:1 coaching with a 90-Day Guarantee because the system works when it is followed. Seventeen years and more than 1,000 client transformations have proven that. This policy sets out exactly how the guarantee works, what happens after the guarantee period, and how refunds apply to each Apex program.
This policy applies to all purchases from Apex Fitness Advisory Pty Ltd (ABN 68 694 157 581) ("Apex", "we", "us"). It summarises the refund terms in your Apex Program Agreement. If the two differ, your signed Program Agreement prevails.
1.The 90-Day Guarantee
The guarantee applies to new clients of the Apex VIP Health & Performance System on either the 6-month or 12-month term. It covers the first 90 days from the Effective Date of your Program Agreement, and applies once per client.
If you are not satisfied with your program, you can request a full refund of the fees you have paid, provided you meet the conditions below.
Eligibility conditions
The guarantee is a commitment from both sides. To be eligible, you must have:
- completed onboarding and the Apex Health Screening Form;
- completed at least 80% of your scheduled check-ins;
- logged your training and nutrition on at least 80% of scheduled days;
- attended your scheduled 1:1 calls; and
- raised any concerns with your coach during those 90 days.
Your coach tracks this data throughout your program, so eligibility is assessed on your recorded activity in the Apex App.
2.How to make a claim
- Notify Apex in writing within 90 days of your Effective Date, by messaging your coach in the Apex App or emailing info@apexfitnessadvisory.com.
- We review your recorded activity in the Apex App against the conditions above, and may book a short call with you to go through it.
- Approved refunds are paid within 14 days to your original payment method.
Requests received after day 90 fall outside the guarantee period.
3.What is refunded
An approved claim refunds the full amount you have paid for your VIP program. If you are on a payment plan, all remaining instalments are cancelled. Refunds are issued in the currency you were charged. Apex is not responsible for exchange-rate differences or fees charged by your bank or card provider.
When a refund is issued, all access to your program ends on the same day, including coaching, the Apex App and the Apex Inner Circle community.
4.After the guarantee period
After day 90, your program continues for the full fixed term in your Program Agreement, which reflects a mutual commitment to your progress over that period. Any payment plan instalments remain payable for the rest of your term.
In exceptional circumstances, either you or Apex may end the coaching relationship by giving 14 days' written notice. If you end your program before the end of the term for any reason, the fees for the full term remain payable, except under the 90-Day Guarantee or where your statutory rights apply (see section 9).
5.Pausing your program
If you cannot participate because of illness, injury, surgery, pregnancy or a serious personal circumstance, Apex may approve a pause of up to 8 weeks in total, and may ask for reasonable evidence such as a medical certificate. Your term is extended by the length of the pause. Scheduled payments continue during a pause unless Apex agrees otherwise in writing.
6.If Apex ends your program
Apex may end your program by written notice if you materially breach your Program Agreement and do not fix the breach within 14 days of notice, fail to pay fees when due, or provided false or misleading health information. Apex may also end your program if it reasonably considers that continuing is unsafe for you.
If Apex ends your program before the end of the term for any reason other than non-payment, material breach or false health information, Apex will refund you in proportion to the remaining term. The refund equals the fees you have paid, less the total fee multiplied by the number of days from your Effective Date to the end of the notice period, divided by the total days in the term. Any instalment not yet due is cancelled, and the refund is paid within 14 days.
7.Extensions, renewals and other products
- VIP extensions and renewals. The 90-Day Guarantee applies to your first VIP program only. It does not apply to extensions or renewals. Apex programs do not renew automatically.
- Accelerator, memberships and digital products. These give immediate access to content on purchase, so they are non-refundable once access has been provided, except where required by law. Memberships can be cancelled at any time before the next billing date, and access continues until the end of the paid period. Any completion incentive attached to the Accelerator Program is governed by the terms provided at purchase.
8.Payment disputes and chargebacks
If you have a concern about a payment, contact us first. Most issues are resolved within one conversation. Under your Program Agreement, a chargeback or payment reversal on any amount due is a breach of the agreement, and all remaining fees for your term become payable immediately. Access to your program may be paused until the dispute is resolved.
9.Your rights under consumer law
Nothing in this policy excludes, restricts or modifies any rights you have under the Australian Consumer Law or under the consumer protection laws of your country of residence that cannot lawfully be excluded.
If you are a consumer resident in the United Kingdom or European Union, you may cancel your coaching program within 14 days of your Effective Date. If you asked for your program to start within that period, Apex may deduct a proportionate amount for services already provided.
10.Contact
Apex Fitness Advisory Pty Ltd
ABN 68 694 157 581
106 Grant Ave, Toorak Gardens SA 5065, Australia
Email: info@apexfitnessadvisory.com