Refund Policy
Last updated: August 5, 2026
This English version is provided for reference only. In case of any discrepancy between the Chinese and English versions, the Chinese version shall prevail.
1. General
- This Policy is an appendix to the 賦力 User Terms of Service and applies jointly with them.
- Refunds are processed by the Platform and are made to the original credit card via the third-party payment processor, with funds arriving in 7-14 business days; actual timing depends on the issuing bank.
2. Refundable Situations
2.1 Full refund within 7 days (completely unused packages only)
- Eligibility: within 7 days of purchase, for packages with no sessions used
- Refund rate: 100%
- How to apply: via in-App customer service, or by email to freehealthier.help@gmail.com
2.2 No applications accepted more than 7 days after package expiry
- Application window: within 7 days of the package expiry date. Applications more than 7 days after expiry are not accepted.
- Options:
- Option A: 30-day extension (one time only per package)
- Option B: refund of remaining sessions, calculated pro rata (see Section 3)
- If no application is made: remaining sessions are voided 7 days after expiry with no refund
2.3 Platform-attributable causes (not attributable to the user)
In the following situations, unused sessions are fully refundable, regardless of validity period:
| Situation | Description |
|---|---|
| No coaches available due to platform-wide suspension | No available coaches in the area for more than 30 days |
| Platform ceases operation | Apply within 60 days of the announced cessation date |
| Major service defect | Three consecutive bookings cancelled by coaches / unable to match |
| Material adverse changes to the Terms of Service | Changes affecting user rights (e.g., price increases); apply before the new terms take effect |
2.4 Special circumstances (case-by-case)
- Serious illness or injury: users unable to continue due to serious illness or injury may, with supporting documentation, be granted a discretionary refund of unused sessions
- Relocation outside the service area: users relocating outside the Platform’s announced service area may, with supporting documentation (household registration or utility bill), be granted a discretionary refund
3. Refund Calculation
Full refund within 7 days (unused)
Refund = full original package price
Within 7 days after expiry (Option B)
Refund = (original package price ÷ total sessions) × remaining sessions − refund processing fee
Refund processing fee: For pro-rata refunds under Option B, because the third-party payment processor does not return its transaction fees on refunds, the Platform deducts 5% of the refund amount as a refund processing fee. This fee applies only to Option B pro-rata refunds; full refunds within 7 days and refunds for platform-attributable causes are not subject to this fee.
Example:
- User purchases a 10-session package for NT$17,000
- 6 sessions used at expiry, 4 remaining
- Pro-rata refund = (17,000 ÷ 10) × 4 = NT$6,800
- Refund processing fee = 6,800 × 5% = NT$340
- Actual refund = NT$6,800 − 340 = NT$6,460
Platform-attributable causes
Refund = (original package price ÷ total sessions) × remaining sessions
(Same formula as the expiry scenario, but not subject to the validity period and no documentation required)
Special circumstances (case-by-case)
Calculated per Option B, with reasonable compensation where appropriate (e.g., bonus sessions usable within 1 month).
4. Non-Refundable Situations
No refunds are given in the following situations:
- Dissatisfaction after normal use — the session was delivered and the coach was not at fault. If you are unsatisfied with a coach, you may switch coaches in the App; switching coaches does not consume sessions.
- Beyond the 7-day period (package already in use)
- More than 7 days after expiry without application
- Unilateral breach by the user: e.g., suspension for violating the Terms of Service; unused sessions are forfeited as liquidated damages
- Packages obtained via promo codes / giveaways
5. Application Process
Step 1: Submit an application
- Channel A: App “My” → “Customer Service” → “Request Refund” → fill in the form
- Channel B: email freehealthier.help@gmail.com with the subject “[Refund Request] order number + user name”
Step 2: Platform review
- Response within 3 business days
- Supplementary documents where needed (serious illness/injury: supporting documentation; relocation: supporting documentation)
Step 3: Refund approval
- Refund submitted to the third-party payment processor within 24 hours of approval
- Overall arrival time approximately 7-14 business days (depending on the issuing bank)
Step 4: Completion notice
- App push notification + email upon completion
- “My Orders” in the App shows “Refunded”
6. Disputes
- If you disagree with a refund decision, you may appeal within 7 days of receiving the result.
- Appeals: email freehealthier.help@gmail.com with the subject “[Refund Appeal] order number”.
- If the appeal outcome is unsatisfactory, you may seek recourse through:
- The Consumer Protection Committee, Executive Yuan
- The Consumers’ Foundation, Chinese Taipei
- The Chiayi District Court
7. Amendments
Amendments to this Refund Policy are governed by Article 11 of the 賦力 User Terms of Service.