Legal
Complaints Policy
1. Scope
This policy covers complaints about the coaching service supplied by Euler Functions Ltd, trading as StanFit. It forms part of our Terms of Service.
2. How your programme is specified
Your programme is designed to the information you give us — at onboarding, and at each subsequent review. That information includes your injuries, medical conditions, medication, equipment, available training days and session length, exercises you cannot or prefer not to perform, and your training history.
That information is the specification for your programme. It is your responsibility to provide it accurately and completely, and to tell us when it changes.
Where a programme reflects the information you gave us, it has been supplied as described.
3. What your subscription includes
- Programme redesign during the month as your training progresses
- A complete programme review each month
- Check-ins weekly or monthly, at your preference
- WhatsApp access to your coach
Requests to change your programme are part of this service, and are actioned at the next scheduled redesign or review point.
4. What is not a service failure
- A preference, restriction or limitation you did not disclose at onboarding or at your most recent review
- Dissatisfaction with an exercise selection that meets your stated specification
- A change in your circumstances arising after your programme was designed — these are handled at your next review
- The physique, weight, strength or body-composition result you hoped for
Outcome is not a service standard. We undertake to design and deliver your programme with reasonable care and skill. We do not guarantee a specific result. Results depend on adherence, sleep, nutrition, stress, genetics, medication, and factors outside your coach's control.
5. How to raise a complaint
In writing, by either route:
- Email: enquiries@stanfit.uk
- WhatsApp: +44 7468 889600
Tell us what happened, when, and the outcome you're looking for. We ask for it in writing so there's an accurate record of what was raised and when. There is no charge for raising a complaint, and raising one will never affect the coaching you receive.
6. How long we take
| Stage | Response |
|---|---|
| Acknowledgement | Within 2 working days |
| Substantive response | Within 14 working days |
| If we need longer | We'll tell you why, and give you a revised date |
7. How complaints are handled
Stage 1 — Assessment
We assess your complaint against the specification you provided, your programme history, delivery records and check-in log. We may ask you how the programme was followed, because whether the service was performed properly can't be assessed without that.
Stage 2 — Repeat performance
Where the service has fallen short of the specification, we will put it right at no additional charge — a redesigned programme or cycle, a replacement review, or check-ins that were owed. We do this within a reasonable time and without significant inconvenience to you.
Stage 3 — Price reduction
If putting it right isn't possible, or isn't done within a reasonable time, you are entitled to an appropriate reduction in price. Any refund due is paid within 14 days, by your original payment method.
Alternative remedy
Where the issue comes from circumstance rather than service failure — illness, injury, travel, or a break in training — you can suspend your subscription for up to 60 days in any calendar year. This is offered in addition to your legal rights, not instead of them.
8. Your statutory rights
Nothing in this policy affects your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Under the Consumer Rights Act 2015, the service must be performed with reasonable care and skill, and information given about the service is binding. Where it isn't, you're entitled to repeat performance or, where that's not possible, a price reduction.
Your cancellation rights are set out in our Terms of Service and in your subscription confirmation email. You can cancel at any time from our cancellation page.
9. If you're still not satisfied
Tell us in writing. We'll review your complaint once more and issue a final response within 14 working days.
We are not signed up to a certified alternative dispute resolution (ADR) provider, and we do not intend to use one. If we can't resolve things between us, you keep your right to take the matter to court.
10. Records
We keep complaints and their outcomes for 6 years, in line with our Privacy Notice, and use them to improve the service.
11. Contact
Euler Functions Ltd, trading as StanFit. Company number 13076385, registered in England and Wales. Registered office: Unit 8 The Courtyard, Gaulby Lane, Stoughton, Leicestershire, LE2 2FL.
Email: enquiries@stanfit.uk. WhatsApp: +44 7468 889600.