Refund Policy

1Overview

Totality is a SaaS (Software as a Service) fitness coaching platform operated by Totality 360 Pty Ltd (ABN 58 698 902 975) ("we", "us", "our"). All subscription fees are charged in Australian Dollars (AUD) and are billed on a recurring basis (monthly or annually, depending on your chosen plan).

Because Totality is a digital SaaS product, access to the platform begins immediately upon payment. Please read this policy carefully before subscribing.

2Cancellations

You may cancel your Totality subscription at any time from your account settings or by contacting us at admintotality@gmail.com.

• Cancellations take effect at the end of your current billing period — you retain full access until that date.
• We do not offer partial or pro-rata refunds for the unused portion of a billing period after cancellation.
• Cancelling your subscription does not automatically delete your account data. You may request data deletion separately.
• If you are on an annual plan and cancel mid-year, your access continues until the annual period ends — no partial refund is issued for the remaining months.

3Refund Eligibility

We assess refund requests on a case-by-case basis. Refunds may be approved in the following circumstances:

• Duplicate charges — you were charged more than once for the same billing period due to a technical error.
• Extended technical outage — the Totality platform was completely inaccessible for 48 consecutive hours or more within your billing period due to a fault on our end, and we were unable to restore access within a reasonable timeframe.
• Charges after cancellation — you were billed after a confirmed cancellation that was acknowledged by us.

Refunds are not provided for:

• Failure to use the platform during an active subscription period.
• Dissatisfaction with features that were available and described at the time of purchase.
• Temporary or partial service degradation (e.g. a single feature being unavailable for less than 48 hours).
• Circumstances outside our control (e.g. third-party outages, user device issues).

4How to Request a Refund

To request a refund, please email us at admintotality@gmail.com with the following information:

• Your full name and the email address associated with your account.
• The date and amount of the charge you are disputing.
• A brief description of the reason for your refund request.
• Any supporting information (e.g. screenshots of duplicate charges, confirmation of cancellation).

We will acknowledge your request within 1 business day and aim to provide a decision within 3 business days of receiving all necessary information.

Approved refunds are processed to the original payment method via Stripe. Please allow 5–10 business days for the funds to appear, depending on your card issuer.

5Marketplace Purchases

Totality provides a marketplace where trainers and gyms ("sellers") can offer products and services (e.g. PT packages, training programs) directly to buyers.

• Marketplace payments flow directly between buyer and seller via Stripe Connect. Totality 360 Pty Ltd (ABN 58 698 902 975) does not receive or retain any portion of marketplace transaction amounts.
• Marketplace purchases are generally non-refundable, as delivery of digital products and services typically begins immediately.
• Refunds for marketplace purchases may be issued if the seller agrees to refund, or if a charge was made in error (e.g. a duplicate transaction or an unauthorised charge).
• For disputes regarding marketplace purchases, please contact the seller directly in the first instance. If the matter cannot be resolved, contact us at admintotality@gmail.com and we will assist where possible.
• Totality 360 Pty Ltd (ABN 58 698 902 975) acts as the platform operator and is not a party to marketplace transactions. Our role in disputes is limited to facilitating communication and, where appropriate, escalating to Stripe.