Refund policy

We want you to join with confidence, and we also start building your plan the moment you pay. This policy explains when you can get your money back. It forms part of our Terms of service and doesn't affect your rights under the Federal Competition and Consumer Protection Act 2018 or other Nigerian law.

4.1 Full refund before your first meal plan

You can get a full refund if you ask within 7 days of paying and we haven't yet sent your first meal plan.

To ask, message us on WhatsApp or email support@loseitwell.com with the phone number you paid with. We'll confirm within 2 working days and send the refund to your original payment method through Paystack within 10 working days. Your bank may take a little longer to show it.

4.2 After your first meal plan

Once your first meal plan has been sent, or 7 days after you paid, whichever comes first, your plan isn't refundable, because the coaching, personalised planning and support have started. Instead, you can pause your plan under our Membership and pause policy.

4.3 When we always refund

Whatever the timing, we'll refund you:

  • if we can't provide the service: in full if we haven't started, or for the unused full weeks if we have;
  • if you were charged twice or by mistake: the extra amount, in full;
  • if we decide the programme isn't safe for you after reviewing your health form (for example, a pregnancy or a condition we can't safely coach): in full before your first plan, or for the unused full weeks after;
  • if you can't continue for a documented medical reason, such as a pregnancy or a serious illness or injury: for the unused full weeks, or as credit for a later plan if you prefer. To prevent abuse: you must ask before your plan (including any pause) ends; you must send a note from a doctor or hospital, and we may ask your permission to confirm it with them; it's available once per person; it can't be combined with a medical pause for the same weeks; and it isn't available if we ended your membership under Terms section 2.6;
  • if the law requires it.

4.4 What isn't refundable

  • Not getting a particular result. Results depend on many things, including how closely you follow the plan; see our Medical disclaimer.
  • Days you didn't use, didn't reply or didn't follow the plan, outside the cases above.
  • Pause days, which have no cash value.
  • A membership we end because of a breach of our Terms of service section 2.6 (fraud, false claims, sharing or reselling, abuse of staff).

4.5 Payment disputes (chargebacks)

Please contact us before disputing a payment with your bank; most problems are quicker to fix directly. If you file a dispute, we'll send your bank or Paystack the evidence of your plan and the coaching you received, and we may pause your coaching while the dispute is open. If a dispute is filed for a plan that's been delivered and used, we may end the membership and refuse future sign-ups (Terms 2.6). This doesn't stop you from disputing a payment you genuinely didn't make or authorise.

4.6 One refund per person

The full refund in 4.1 is available once per person. If you've had one before, a new plan is refundable only under 4.3.

4.7 Promotions and referrals

If you paid a discounted price, a refund is the amount you actually paid. Referral rewards or credits earned from a refunded plan are cancelled.

4.8 Contact

support@loseitwell.com, WhatsApp 09039709703. Last updated: 6 October 2026.