Contact Fluid Labs LLC
Koach is operated by Fluid Labs LLC, 7918 Jones Branch Dr, FL 4-362, McLean, VA 22102, United States. Contact support@usekoach.com. Never send passwords, full payment-card details, or unnecessary medical information in a support request.
United States launch and age eligibility
Koach initially serves US residents and US businesses. Coaches must be at least 18; clients must be at least 13. Clients aged 13–17 need an adult parent or legal guardian to confirm their authority, consent to use and relevant data processing, and accept the applicable agreements through the guardian-consent process. Confirmation is required again at the first paid purchase. A checkbox completed by the minor alone does not replace guardian confirmation. Users under 13 are not permitted. iOS external purchase links are available only through the United States App Store storefront. Temporary travel does not by itself change a US resident’s eligibility.
Non-medical coaching
Koach supports exercise programming, meal planning, and general nutrition guidance for fitness goals. It is not a medical service. Diagnosis, treatment, physical therapy, injury rehabilitation, medical nutrition therapy, and prescribing are not permitted through Koach. Coaches must describe their services truthfully and must not guarantee health outcomes. Consider advice from a qualified healthcare professional before significant diet or exercise changes. Stop an activity that causes concerning symptoms and seek appropriate care. Koach is not an emergency service.
Independent provider and identity verification
You independently provide and accurately describe your service, set prices, and remain responsible for delivery. Do not imply employment by Fluid Labs LLC or guaranteed qualifications/results. An Identity verified badge indicates identity only, not endorsement of credentials, licensing, insurance, safety, or outcomes.
Legal compliance
Determine the laws applicable where you and each client are located. Maintain required licenses, qualifications, registrations, disclosures, permits, and insurance. Stay within scope-of-practice restrictions, use protected titles only when entitled, stop services you cannot lawfully provide, and notify Koach of material restrictions affecting clients. Koach does not certify state-law compliance. To the extent permitted by law, you agree to defend and indemnify Fluid Labs LLC for claims arising from your services, representations, or legal violations. This does not transfer responsibility for Fluid Labs LLC’s own conduct or remove non-waivable rights.
Client purchases and your service provider
The coach identified in a plan and at checkout provides the coaching service, sets its price, and is the merchant for that purchase. Client plans renew monthly unless renewal is canceled. Review the description, total price, tax, start conditions, and renewal terms before paying. Stripe processes direct charges on the coach’s connected account. Koach does not receive, hold, or later disburse gross client-plan proceeds and does not add an application fee at launch. This arrangement does not remove Fluid Labs LLC’s responsibilities for its own conduct or your non-waivable rights.
Stripe and service costs
Maintain accurate US Stripe connected-account information and verification/payout eligibility. You bear client-service processing fees, refunds, disputes, chargebacks, taxes, and negative balances under the applicable Stripe agreements and connected-account configuration. Koach adds no separate client handling fee at launch. This agreement does not override Stripe’s contracts or liability allocation.
Coach tier changes and cancellation
Basic is free with no billing cycle. Paid coach tiers renew monthly or annually as selected; annual subscriptions charge the entire annual price at the start of the annual cycle. Upgrades take effect only after confirmed payment, at the price and dates shown in checkout. Ordinary downgrades and cancellations take effect at the paid-cycle boundary when the coach fits the requested client limit. Otherwise new distinct clients are blocked, selected client renewals are stopped, and already-paid service is protected. If capacity still exceeds the requested limit at that boundary, the outgoing tier may continue for at most one final monthly cycle at its published monthly price, including after an annual term. The possible final charge, selection deadline, and latest change date must be disclosed and accepted before confirmation. There is no separate overflow fee. Ordinary mid-cycle downgrades and cancellations are not prorated refunds, subject to applicable law.
Protecting paid-through service
Do not revoke paid-through access just to reduce client capacity. Selected clients retain service through their paid-through date unless a separately justified safety/legal restriction or approved full refund ends access. Swap proposed non-renewal selections only before the disclosed lock deadline and within the final boundary. Do not extend, replace, or silently reactivate subscriptions to evade that boundary. Clients must authorize a new subscription after a communicated renewal stop.
Complaints and refund authority
Respond to ordinary service complaints within five business days and provide relevant evidence. Fluid Labs LLC makes the final decision under the Refund and Cancellation Policy. You authorize Koach to initiate an approved refund against your connected Stripe account, subject to applicable permissions and agreements. Contact support to challenge a decision; do not harass clients or disclose their private information.
Client information
Use client information only for the authorized service and applicable legal obligations. Do not sell it, use it for unrelated marketing, or disclose it without a lawful basis. Safeguard copies maintained outside Koach. Report credible safety concerns and unlawful or misleading conduct. The Terms, Privacy Policy, and Refund and Cancellation Policy also apply.