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.
Canceling client renewal
Canceling renewal stops future recurring charges according to the confirmation’s effective date. It normally does not refund the current cycle or end paid-through service. Removing the app or blocking a coach is not cancellation. A coach tier change does not by itself erase already-paid service.
Full-refund grounds
An ordinary change of mind is non-refundable after content/service access begins, subject to law and card-network rights. Full refunds may be approved for substantiated non-delivery, material misrepresentation, coach-caused termination, duplicate charges, or unauthorized purchases. Access records may be considered when evaluating claims or abuse, but cannot eliminate mandatory rights.
Reporting and review
Ordinary service reports may be filed during the active cycle and for 30 days afterward. Identify the plan, payment/billing period, promised service, and problem; never send full card details. Coaches have five business days to respond. Fluid Labs LLC makes the final platform-policy decision and may initiate an approved refund against the coach’s connected account. Five business days is a response period, not a promise of bank posting time.
After a refund
An approved full refund revokes future access to the refunded plan. The coach remains responsible for related costs under the Stripe agreements. A coach-responsible failure may also lead to trust-and-safety action. Koach does not deduct a separate handling fee from an approved full refund.
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.
Rights and review
Safety, fraud, unauthorized-payment, statutory, and card-network claims are not limited by the ordinary report window. Nothing here waives legally required refunds or requires contacting Koach before exercising independent rights. Contact support if you believe a decision is incorrect.