Membership, pause and renewal policy

This policy explains how your plan's dates work, how to pause and how to continue. It forms part of our Terms of service.

3.1 Your plan dates

• Your plan starts on the start date we confirm after you complete your health form. Your first meal plan arrives on or before that date.
• A 4-week plan lasts 28 days and a 12-week plan lasts 84 days of coaching, plus any approved pause days.
• The days run whether or not you message us. Being quiet or not following your plan isn't a pause, and we can't give that time back.

3.2 Pausing your plan

Life happens: travel, illness, a family event. You can pause your coaching and keep the time for later.

How to pause. Send "pause" to us on WhatsApp, with the date you want to start and how long you need. We'll confirm the dates in writing. A pause starts only once we've confirmed it.

The rules:

1. Ask before it starts. Pauses can't be backdated. Please ask at least 1 day before the start date. (Medical pauses and emergencies: see 3.3.)
2. Not in the final week. A pause can't start in the last 7 days of your plan.
3. What stops. During a pause we don't send meal plans, check-ins or coaching, and meal-photo feedback is off. Your portal stays open so you can read past plans.
4. What happens to your end date. Your plan's end date moves later by exactly the number of paused days. Pause days have no cash value and can't be refunded, transferred, sold, given to someone else or carried into a new plan.
5. Coming back early. You can end a pause early by messaging us; the unused pause days go back into your allowance only if they're 3 or more.
6. Pausing doesn't change your refund rights. It doesn't restart or extend the refund window in our Refund policy.
7. No pause without contact. If you don't reply for a while, your plan keeps running; we'll check in, but we won't pause it unless you ask.

3.3 Medical pauses and emergencies

If you're ill, have surgery, become pregnant, or face a family emergency or bereavement, you can ask for a medical or emergency pause of up to 30 days, on top of your normal pause allowance.

• Tell us as soon as you can, and within 7 days of it starting. In that case only, we can start the pause from the day it began.
• For a medical pause of more than 7 days, we'll ask for a short note from a doctor or hospital. We only use it to approve the pause and delete it after 30 days; see our Privacy policy.
• One medical or emergency pause per plan. If you need longer, we'll talk with you about stopping, and refunds then follow our Refund policy.
• If you become pregnant, we'll pause and review your plan with you before restarting, since weight-loss coaching isn't suitable during pregnancy. If you can't restart, you can have a refund for the unused full weeks, or keep them as credit for a later plan, under section 4.3 of our Refund policy.

3.4 Protecting the service from abuse

To keep pauses fair:

• We may decline a pause request that doesn't meet these rules.
• We may ask for reasonable evidence of a medical or emergency pause, and decline it if none is given.
• Giving false information to get a pause, or repeated attempts to get around these limits (for example by opening a new account), is a breach of our Terms of service section 2.6. We may cancel the extra days and, in serious cases, end the membership without a refund.
• Our coaches' decisions under this policy can be reviewed by our Program Lead if you ask at support@loseitwell.com.

3.5 Continuing after your plan

• Nothing renews automatically, and we never charge you without your action.
• About 7 days before your plan ends, we'll send you a summary of your progress and the options to continue.
• If you pay to continue before your plan ends, your new plan starts the day after the current one ends, with no gap in coaching.
• If you come back later, we'll ask you to update your health form before we restart.

3.6 Stopping early

You can stop at any time by messaging us. Refunds follow our Refund policy. Once you stop, unused days and pause days can't be kept for later.