Refund Policy

A refund is issued if a documented technical error on the part of the service provider prevented access to paid content for more than 48 consecutive hours, and our support team was unable to resolve the issue within that timeframe.

Requirements:

• The issue must be reported immediately via official email: coachgoranpro@gmail.com
• The user must provide documentation (screenshots, error messages, date/time of occurrence)
• The failure must be confirmed as originating on the service side, not due to the user's device or internet connection

Compliant with: Law on Electronic Commerce (Serbia) · EU Directive 2011/83/EU · US FTC regulations

A full refund of the excess amount is issued if the system erroneously:

• charged the subscription more than once in the same billing cycle, or
• billed an amount higher than the published price in the current price list.

The refund is processed within 5–10 business days, depending on the payment processor and the user's bank.

Pursuant to EU Directive 2011/83/EU on consumer rights, the Serbian Law on Consumer Protection, and applicable US FTC guidelines, users have the right to cancel and receive a full refund within 14 days of the first subscription payment.

Condition: The right to a refund under this article applies only if the user has not accessed, opened, or downloaded any training plan or paid content since the payment. Accessing paid digital content constitutes waiver of the cooling-off right, consistent with EU Directive 2011/83/EU Art. 16(m).

This right applies to the first subscription only. Subsequent renewals are not eligible.

If a payment was made through proven card theft or unauthorized use, Simbion will issue a full refund upon verification. We recommend initiating a chargeback process with your bank simultaneously.

To minimize chargeback penalties from the payment processor, Simbion will proactively refund verified cases of fraud rather than contesting the chargeback. Notify us immediately at: coachgoranpro@gmail.com

Refunds will not be issued in the following cases:

• Forgotten cancellation: User forgot to cancel automatic renewal before the next billing cycle, and the application was available and functional.
• Subjective dissatisfaction: "I don't like these workouts," "I changed sports," "I found a different app."
• Account suspension for violations: Account suspended due to sharing credentials, content copying, or any Terms violation.
• Partial use: User used the service for part of the billing period and then decided to cancel.
• Technical issues on user side: Problems caused by the user's device, operating system below minimum requirements, or internet connection.
• Force majeure: Temporary service unavailability due to circumstances beyond the service provider's control.

US users have the right to dispute charges through their credit card issuer under the Fair Credit Billing Act (FCBA) and applicable card network rules (Visa, Mastercard, etc.).

We encourage users to contact us at coachgoranpro@gmail.com before initiating a chargeback, as we can often resolve the issue faster directly. Fraudulent or abusive chargeback claims for services that were rendered as described will be disputed and documented.

All refund requests must be submitted within 7 days of the disputed transaction.

Send an email to coachgoranpro@gmail.com with the subject line: "Refund Request — [your registered email]"

Include in your request:

• Your registered email address and full name
• Date and amount of the transaction
• Reason for the refund request
• Supporting documentation (screenshots, error messages) if applicable

• Review decision: within 5 business days of receiving the request
• Approved refund processing: 5–10 business days (depending on payment processor and user's bank)
• Total maximum time: 15 business days from submission to credit

If the refund is denied, the user will receive a written explanation of the reason.