Refund Policy

We want you to feel confident using On The Rox. This policy explains when and how you can request a refund for subscription plans and marketplace purchases.

1. Free Trial

New accounts receive a 7-day free trial. No payment is taken during the trial period. You can cancel at any time before the trial ends and you will not be charged. If you do not cancel, your chosen plan will be activated and your payment method charged at the end of the trial.

2. Subscription Refunds

Monthly plans

If you are charged for the first time and are not satisfied, you may request a full refund within 7 days of the charge. After 7 days, the charge is non-refundable and your plan remains active until the end of the billing period.

Annual plans

Annual plan payments are eligible for a pro-rata refund within the first 30 days of the annual term. After 30 days, no refund is issued, but your access continues until the end of the annual term.

Renewals

If you forget to cancel before a renewal date, contact us within 48 hours of the renewal charge and we will issue a full refund as a one-time courtesy, provided you have not used the Platform during that renewal period.

How to cancel

Cancel your subscription at any time from Dashboard → Settings → Subscription. Cancellation takes effect at the end of the current billing period — you retain access until then.

3. Marketplace Purchases

Digital products (guides, programmes, challenges)

Because digital products are delivered immediately upon purchase, refunds are available only if:

• You request a refund within 48 hours of purchase, and
• You have not downloaded, accessed, or consumed the product

If a digital product is materially different from its description, you are entitled to a full refund regardless of the 48-hour window.

Coaching packages and sessions

Refund eligibility for coaching packages is set by the individual coach and displayed on their listing. As a minimum:

• Unused sessions in a package are refundable on a pro-rata basis if the coach cancels
• If you cancel a booked session with less than 24 hours' notice, the session Rep or fee may be forfeited per the coach's cancellation policy

Events

Event refund policies are set by the event organiser and displayed at checkout. If an event is cancelled by the organiser, you will receive a full refund automatically within 5–10 business days.

4. Rep Wallet

Reps have no monetary value and are not refundable as cash. If Reps are incorrectly deducted due to a platform error, contact support and we will restore the balance.

5. How to Request a Refund

Email us at [email protected] with:

• Your account email address
• The charge date and amount
• A brief reason for the refund request

We aim to respond within 2 business days. Approved refunds are processed within 5–10 business days to your original payment method.

6. Chargebacks

If you initiate a chargeback without first contacting us, we reserve the right to suspend your account pending investigation. We encourage you to reach out to us first — we are committed to resolving issues fairly and quickly.

7. Consumer Rights

Nothing in this policy limits your statutory rights under applicable consumer protection law, including the Consumer Protection Act 68 of 2008 (South Africa) or equivalent legislation in your jurisdiction.

8. Contact

For refund requests or billing questions: