Overview
This policy covers refunds and cancellations for all products and services available through NutriFix, operated by Activ-X Sport Vision ("NutriFix", "we", "us", "our"). We want you to be satisfied with your purchase. Please read the relevant section below for your product type.
1. Subscription Plans
1.1 Cancellation
You may cancel your NutriFix subscription at any time through your Account Settings → Subscription page, or by contacting us at [email protected].
- Cancellation takes effect at the end of your current billing period. You will retain full access to the Service until that date.
- We do not charge a cancellation fee.
1.2 Refunds — Monthly Subscriptions
If you cancel a monthly subscription:
- Payments already made are non-refundable except where required by law.
- If you cancel within 7 days of your first subscription payment and have not made significant use of the Service, you may request a full refund. Contact us at [email protected] within this window.
1.3 Refunds — Annual Subscriptions
- Within 7 days of purchase and before making significant use of the Service: full refund.
- After the cooling-off period: pro-rata refund for the remaining full months of the subscription term, at our discretion.
1.4 UK Statutory Rights
If you are a UK consumer, you have a statutory 14-day right to cancel a subscription contract from the date of purchase. If you have begun using the Service within those 14 days, your right to a full refund may be reduced proportionally to the service already received.
1.5 Free Trials
If a free trial is offered, you will not be charged until the trial period ends. You may cancel at any time during the trial without charge. Cancellation after a trial converts to the relevant cancellation terms above.
2. Genetic Testing Kits
2.1 Before Dispatch
If your genetic testing kit has not yet been dispatched, you may cancel your order for a full refund by contacting [email protected] as soon as possible.
2.2 After Dispatch — Kit Unused
If the kit has been dispatched but the sample collection envelope has not been opened or activated, you may return it within 7 days of receipt for a full refund, less any return postage costs. Please contact [email protected] to initiate a return.
2.3 After Sample Has Been Submitted
Once you have submitted your genetic sample for analysis, no refund is available. Processing begins immediately upon sample receipt by the laboratory and cannot be reversed.
2.4 Failed or Inconclusive Results
If your sample fails quality control at the laboratory and cannot be analysed, we will offer you a replacement kit at no additional cost.
3. Biomarker / Blood Tests
3.1 Before Dispatch
If your biomarker test kit has not yet been dispatched, you may cancel your order for a full refund by contacting [email protected] as soon as possible.
3.2 After Dispatch — Kit Unused
If the kit has been dispatched but the sample collection envelope has not been opened or activated, you may return it within 7 days of receipt for a full refund, less any return postage costs.
3.3 After Sample Submission
Once your sample has been submitted to the laboratory, no refund is available. Laboratory processing is irreversible once begun.
3.4 Failed or Inconclusive Results
If a test fails due to a laboratory or shipping error beyond your control, we will offer a replacement test.
4. Supplements
4.1 Unopened Non-personalised Products
If you receive a non-personalised supplement order and wish to return it unopened and in original condition, you may do so within 7 days of delivery for a full refund, less return postage costs. Please contact [email protected] to arrange the return.
4.2 Opened or Used Products
Opened supplement products are non-refundable unless they are defective, damaged, or not as described.
4.3 Defective or Damaged Products
If your supplement arrives defective, damaged, or not as described, contact [email protected] within 7 days of receipt with a description and photograph of the issue. We will arrange a replacement or full refund at no cost to you.
4.4 Personalised Products
Supplements that have been customised or personalised to your specific health profile are exempt from standard return rights under UK law (Consumer Contracts Regulations 2013, Regulation 28(1)(b)) and cannot be returned unless defective.
5. How to Request a Refund or Cancellation
- Email [email protected] with:
- Your full name and account email
- Order reference number
- The product or service you wish to cancel or return
- Reason for your request
- We will acknowledge your request within 30 business days.
- Approved refunds will be processed within 30 business days and returned to your original payment method via PayPal.
6. Payment Processing
All payments are processed by PayPal. Refunds are returned to the original PayPal account or payment method. NutriFix does not store your card or bank details.
7. Disputes
If you are dissatisfied with our response to a refund request, you may:
- UK users: Contact the Citizens Advice consumer helpline or refer the dispute to an Alternative Dispute Resolution (ADR) provider approved under the UK ADR Regulations 2015.
- US users: File a complaint with the Federal Trade Commission (FTC) at ftc.gov.
- PayPal disputes: Raise a dispute directly through your PayPal account under PayPal's Buyer Protection policy.
8. Contact
- Email: [email protected]
- Post: Activ-X Sport Vision, Calea Dorobanti 126-130, bl 8, ap 53, Bucharest, Romania