Refund Policy

What this policy covers

This policy applies to the platform subscription an expert pays to Dietrio in order to practice on the app.

It does not cover the arrangement between a client and an expert. Those subscriptions are agreed and paid directly between the two of you, outside Dietrio, so there is nothing for us to refund.

The 14-day window

You can request a full refund of your platform subscription within 14 days of the payment date, as long as you have not used the subscription at all.

The 14 days are counted from the date you were charged, not from the date your subscription was approved.

What counts as unused

Your subscription is unused if all three of the following are still true:

• You have not accepted a client under it.
• You have not published a plan under it.
• You have not used any of the features it entitles you to.

What is not refundable

• A subscription you have already used, even once, and even if you are still inside the 14 days.
• Any request made more than 14 days after the payment date.
• The time remaining on a plan you replaced by upgrading. Upgrades do not carry the old plan forward.
• Any subscription on an account we have suspended or closed for breaching our Terms.

How to ask for a refund

Email [email protected] from the address on your account and include your invoice number. You do not need to give a reason.

How long it takes

A member of our team reviews every request by hand, usually within 5 business days.

Once approved, we issue a credit note against your original invoice and return the money to the payment method you used, or to your Dietrio wallet. Depending on your bank, it can take a further 5 to 10 business days to appear.

Cancelling is not the same as a refund

You can cancel your subscription whenever you like. Cancelling stops it renewing and leaves your access in place until the end of the term you have paid for.

Cancelling on its own does not return any money. If you want a refund, ask for one inside the 14-day window.

Questions

If anything here is unclear, email [email protected] and a real person will help you sort it out.