We want you to be happy with the Service. Here's how refunds work for purchases from Stretch With Susie LLC.
14-day satisfaction guarantee
If you're not happy with your subscription within the first 14 days, email hello@stretchwithsusie.com and we'll refund your first payment in full — no questions asked. This applies to first-time subscriptions only.
Subscription cancellation
You can cancel your subscription any time from your account settings. Cancellation takes effect at the end of your current billing period — you keep full access until then.
We do not refund partially-used billing periods (outside the 14-day guarantee above). If you cancel mid-month, you keep access until your period ends, but the most recent charge is not refunded.
Failed payments
If a renewal payment fails, Stripe's Smart Retries will attempt the charge up to four times over the following 28 days. If all retries fail, your subscription is paused until you update your payment method. No charge happens during the paused period, and access ends until billing is restored.
One-time purchases
Class passes (drop-ins, 10-packs)
Class passes are non-refundable once purchased. Credits don't expire, so any unused credits stay on your account indefinitely.
If we cancel a class you registered for, the credit you used is refunded automatically to your balance — you can spend it on any other class.
Private sessions (single, 4-pack)
Private session credits are non-refundable but transferable across sessions — book and reschedule as needed via the link on your dashboard. If Susie needs to cancel a session, the credit returns to your account and you can re-book.
How to request a refund
Email hello@stretchwithsusie.com with:
- The email address on your account
- The date of the charge
- A short note about why
Refunds are processed within 5 business days. Stripe typically takes 3–7 business days to return funds to your card.
Disputes
If you have a billing question, please email us first — we can almost always sort it out faster than a chargeback. If you file a chargeback without contacting us, we may suspend your account while it's being investigated.
Changes
We may update this policy. Material changes will be communicated by email to active members and the effective date at the top will be updated.