Legal

Refund Policy

Effective from: 2026-05-09
Last updated: 2026-05-09

This Refund Policy describes when and how we issue refunds for paid Mackro plans. It supplements our Terms of Service.

For questions about a specific payment, contact us at support@mackro.co.uk with your account email and the date of the payment.

In short

• Coach plans (paid via Stripe on the website): cancel any time. Cancellation stops future billing. We refund pro-rata for billing errors, accidental duplicate charges, or extended service unavailability. UK consumers have the additional 14-day right described below.
• Client Premium (in-app purchase via Apple App Store or Google Play): Apple and Google handle refunds under their own policies. We can guide you but we cannot directly refund.
• The 14-day free trial on coach plans: no card is required, so there is nothing to refund. Cancel before the trial ends and you are not charged.
• Founding cohort: 6 months free has no refund. The 50%-off-for-life period that follows is treated like any other coach subscription under this policy.
• Statutory rights you have under UK consumer law are not affected by anything in this policy.

Coach plans (Stripe)

Standard cancellation

Cancel at any time from inside the coach portal at Settings → Subscription → Cancel. Cancellation takes effect at the end of your current billing period. You retain access to paid features until that end date. We do not provide refunds for the unused portion of a current billing period as a default — this is included in the price you pay for the period.

If you are billed monthly, that means up to 30 days. If you are billed annually, see "Annual subscription cancellations" below.

When we will refund

We will refund (fully or pro-rata, as appropriate) in these specific cases:

Billing errors. If you were charged in error — for example, a duplicate payment, charged after cancellation took effect, or charged for a tier you didn't select — we refund the erroneous amount in full. Tell us at support@mackro.co.uk with the relevant payment details and we aim to process the refund within 14 days.

Service materially unavailable. If the Service is materially unavailable for more than 24 consecutive hours (and the cause is on our side, not your local network or device), we will refund a pro-rata amount for the unavailable period, on request. "Materially unavailable" means core features (logging meals, viewing client data, sending messages) are not working — minor degradations and brief maintenance windows are not covered.

Accidental upgrade or duplicate subscription. If you accidentally purchased a higher tier than intended, or accidentally subscribed twice, contact us within 14 days of the charge and we will refund the difference (or the duplicate) in full.

Annual subscription cancellations

Annual subscriptions are charged upfront for 12 months. If you cancel an annual subscription:

• Within 14 days of the charge: if you have used the Service only minimally during this period (defined as: fewer than 5 logins, no clients onboarded after the charge), we will refund the full annual amount. Otherwise, we will refund the annual amount minus the value of the period already used (calculated at the equivalent monthly rate).
• After 14 days: the subscription continues until the next renewal date. We do not refund the unused portion as a default. We may make exceptions at our discretion in unusual circumstances (for example, a coach permanently leaving the profession due to ill-health) — contact us and we'll consider the situation.

UK consumer cooling-off right

If you are a consumer (not buying for business purposes) and resident in the UK, you have a statutory right to cancel a subscription within 14 days of starting it, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Important: by signing up for a coach plan and starting to use the Service, you expressly request immediate delivery of the digital service and you acknowledge that this means you lose the right to cancel under the regulations once you have started using it. This is reflected in the signup flow — you tick a box confirming this before payment.

If you sign up but do not use the Service before changing your mind within 14 days, contact us at support@mackro.co.uk and we will refund you in full.

This statutory right typically applies only to consumers, not to businesses (most coaches will be acting as businesses).

Client Premium (in-app purchase)

Mackro Premium for standalone clients is purchased through the Apple App Store or Google Play Store. Refund handling is controlled by Apple and Google, not by us:

Apple App Store. Request a refund at reportaproblem.apple.com. Apple decides whether to refund based on their policies. We cannot directly refund Apple IAP charges.

Google Play Store. Request a refund through the Google Play app or at play.google.com → Subscriptions → the relevant subscription → Cancel and request refund. Refunds are governed by Google Play's policies. We cannot directly refund Google Play IAP charges.

Cancelling your Mackro Premium subscription stops future billing immediately but does not refund the current period — Apple and Google manage this differently and we don't override their terms.

If you encounter a problem we can help resolve (for example, you're not getting Premium features even after a successful purchase), contact us at support@mackro.co.uk and we'll work with you to fix it. If a refund is needed, we will help you raise the request with Apple or Google.

Coached clients (free)

If you use the Service as a client linked to a coach, you do not pay anything to us — your coach pays for the Service through their plan. There is therefore nothing for us to refund to you. If your coach's subscription lapses or your coach removes you, you can continue with a free standalone account.

Founding cohort

If you joined Mackro as part of the founding cohort:

• The first 6 months of Coach Pro are provided free under your Founding Coach Agreement. There is nothing to refund during this period because nothing is charged.
• After the 6 months, Coach Pro is billed at 50% of the standard rate (currently £29.50/month) for as long as you remain an active subscriber. This pricing is treated like any other coach subscription under this policy — the cancellation, billing-error, and unavailability provisions above all apply at the discounted rate.
• Termination of the Founding Coach Agreement (for failure to meet the founding-cohort obligations) does not entitle you to a refund of any subscription fees paid; it ends the discount and reverts you to standard pricing for any future periods.

How to request a refund

Email support@mackro.co.uk with:

• The email address on your account
• The date and amount of the payment
• Whether the payment was made via Stripe (coach plan) or Apple/Google IAP (client Premium)
• A short description of why you're requesting a refund

For Apple or Google IAP, also use Apple's or Google's refund flow as above — we can advise but we cannot directly process Apple or Google refunds.

We aim to acknowledge refund requests within 1 business day and to process approved Stripe refunds within 14 days. The bank settlement time for the refund itself depends on your card issuer (typically 3–10 business days after we process).

Statutory rights

Nothing in this Refund Policy affects any statutory rights you have under UK consumer law that cannot be excluded or limited — including under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection legislation.

If we have failed to provide the Service with reasonable care and skill, you may have a statutory right to a refund or partial refund regardless of what this policy says.

Changes to this Refund Policy

We may update this Refund Policy from time to time. The "Last updated" date at the top reflects the most recent change. Changes apply only to payments made after the change takes effect.

The latest version is always available at mackro.co.uk/refunds.

Contact

For refund requests or questions:

Email: support@mackro.co.uk
Post: MACKRO LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ