Legal

Refund Policy

Effective date: 19 May 2026 · Last updated: 19 May 2026

UrbanLuxx subscriptions are billed in advance for each monthly period. Because access to premium digital content is granted immediately on subscription, refunds are limited and depend on where you made the purchase. The path to a refund differs for Apple App Store, Google Play, and direct web (Stripe) purchases. This policy explains all three.

1. Apple App Store purchases

If you subscribed through the App Store (iOS app), Apple handles all billing and is the only party that can issue a refund. UrbanLuxx cannot refund App Store purchases on its own.

To request a refund from Apple:

• Visit reportaproblem.apple.com and sign in with your Apple ID.
• Find the UrbanLuxx subscription charge and select Request a refund.
• Choose a reason and submit. Apple typically responds within 48 hours.

Apple's refund decisions are final and are governed by Apple's own policies. See Apple's refund guide for details.

2. Google Play purchases

If you subscribed through Google Play (Android app), Google handles all billing and refund decisions for the first 48 hours after purchase. After 48 hours, refunds are at our discretion and we review them case by case.

To request a refund from Google within 48 hours of purchase:

• Open the Google Play order history page.
• Find the UrbanLuxx subscription charge and select Request a refund.
• Complete the form. Google typically processes the refund immediately and notifies us.

For requests after 48 hours, contact billing@urbanluxx.com with your Google Play order ID and the reason for your request. We will respond within five business days.

3. Web / Stripe purchases

If you subscribed through the urbanluxx.com website (Stripe checkout), refund eligibility depends on your jurisdiction and the circumstances.

EU consumers

Consumers in the European Union have a statutory 14-day right of withdrawal for distance-sold digital content, unless performance of the contract has begun with the consumer's express prior consent and acknowledgment that this right is lost on commencement.

By starting an UrbanLuxx subscription and accessing any premium content, you expressly consent to immediate performance and waive your 14-day right of withdrawal — see Section 5 of our Subscription Terms.

If you have started a subscription but have not yet accessed any members-only content, you may exercise your right of withdrawal within 14 days of purchase by emailing billing@urbanluxx.com with your account email and order reference. We will issue a full refund within 14 days of receiving your request.

Outside the EU

For consumers outside the EU, web subscriptions are non-refundable once a billing period has begun, except in the specific cases described in Section 4 below. Cancelling a subscription stops future billing but does not refund the current period; you keep access until the period ends.

4. Refunds we will always honor

Regardless of where you purchased, we will issue a refund (or coordinate with Apple / Google for an App Store or Play Store purchase) in the following situations:

• Duplicate charges: if you were charged twice for the same subscription period due to a billing error.
• Service unavailability: if the Service was materially unavailable for more than 72 consecutive hours during a billing period and you reported the outage to us.
• Unauthorized charges: if your account was compromised and a subscription was started without your authorization. Report this to security@urbanluxx.com and we will work with you to resolve it.
• Material misrepresentation: if we materially misrepresented what the Service includes at the time of your purchase.

5. What is not refundable

• Partial-month cancellations (you keep access until the end of the billing period; we do not pro-rate).
• Subscription periods where you accessed members-only content (subject to the EU consumer cooling-off exception described in Section 3).
• Charges you forgot to cancel before auto-renewal. We strongly encourage cancellation in advance if you do not wish to renew.
• Dissatisfaction with the workout content, instructor style, or difficulty level. We invest in clear tier previews and welcome your feedback so we can improve.

6. How to contact us

For all refund questions related to web (Stripe) purchases, email billing@urbanluxx.com from the email associated with your account. Include:

• The date of the charge you want refunded.
• The amount and currency.
• The Stripe transaction ID if you have it (visible on the receipt).
• The reason for your request.

We aim to respond within five business days and to process approved refunds within ten business days. Refunds are returned to the original payment method; your bank may take additional time to reflect the credit on your statement.

7. Chargebacks

If you have a billing dispute, please contact us first. Initiating a chargeback through your bank before contacting us may result in immediate suspension of your account while the dispute is resolved. We will always try to address legitimate concerns directly and without involving the dispute system.

8. Changes to this policy

We may update this Refund Policy from time to time. Material changes will be announced at least 30 days in advance via in-app notification and (where applicable) email. The version that was effective at the time you made a purchase governs that purchase.