Complaints and Refunds

Your satisfaction is our priority!

If you are not satisfied with our service or have any issues, we are here to help. This page explains when and how you can file a complaint and in which cases you can obtain a refund.

1. Right of Withdrawal

1.1. Legal Right (14 Days)

In accordance with the Consumer Protection Act, you have the right to withdraw from the contract within 14 days from the date of concluding the contract, without stating reasons and without additional costs.

>>> UNILATERAL CONTRACT TERMINATION FORM <<<

⚠️ IMPORTANT - Loss of Right for Digital Content:

However, in accordance with Article 30, paragraph 1, point 13 of the Consumer Protection Act, the right of withdrawal does not exist when it comes to the delivery of digital content that is not delivered on a permanent data carrier, if delivery has begun with the prior express consent of the consumer.

This means: After your meal plan has been delivered via email, you lose the right of withdrawal because you gave express consent for immediate delivery of digital content before payment.

1.2. When You CAN Withdraw

✅ You can get a full refund if:

You withdraw BEFORE your meal plan is delivered - contact us as soon as possible after payment
The meal plan was not delivered within 24 hours due to an error on our part

1.3. When You CANNOT Withdraw

⚠️ Refund is NOT possible if:

You have already received the meal plan (received email with PDF documents)
More than 24 hours have passed since delivery and you have not reported a problem
You are subjectively dissatisfied (e.g., you don't like the taste of recommended food)
You changed your mind after reviewing the plan

2. Grounds for Complaints

2.1. Valid Reasons for Complaints

You can file a complaint in the following cases:

Reason	Solution
Plan not delivered within 24 hours	Urgent delivery or full refund
Technical problems with PDF (cannot open, corrupted file)	Resend correct file
Obvious errors in content (incorrect calorie calculations, missing parts)	Correction or new plan
Plan doesn't match your entered data (e.g., allergen you mentioned is included)	New plan or refund
You received the wrong plan (another user's plan)	Correct plan + apology

2.2. What is NOT Grounds for Complaint

You cannot complain due to:

❌ Subjective dissatisfaction - "I don't like the recommended food"
❌ Insufficient results - weight loss or gain depend on many factors
❌ Change of mind - "I changed my mind, I don't want to follow the plan"
❌ Health problems - if you have health complications, you must consult with a doctor
❌ Your mistakes - if you entered incorrect data in the questionnaire
❌ Not following the plan - results depend on your adherence to the plan

3. How to File a Complaint?

Complaint Filing Procedure:

Contact us via email

Send email to: [email protected]
Subject: "Complaint - [Your order number]"

Provide the following information

Order number (OID)
Date of purchase
Detailed description of the problem
Evidence (screenshot, messages, non-working PDF, etc.)
Your contact information (name, email, phone)

Submit within legal timeframe

File your complaint no later than 7 days from receiving the meal plan

Wait for our confirmation

We will respond within 48 hours with confirmation of receipt and initial assessment

Receive resolution

Final response and complaint resolution within 15 days

3.1. Required Information for Complaint

Email template for complaints:

Subject: Complaint - [OID number]

Dear Sir/Madam,

I would like to file a complaint regarding my personalized meal plan.

Order number (OID): [Your OID number]
Date of purchase: [DD.MM.YYYY]
Delivery email: [Your email]

Problem description:
[Describe the problem in detail - e.g., "Meal plan didn't arrive", 
"PDF won't open", "Plan includes allergen I specified I'm allergic to", etc.]

Attached evidence: [screenshot, file, etc.]

Contact information:
Full name: [Your name]
Phone: [Your phone]
Email: [Your email]

Sincerely,
[Your name]

4. Complaint Resolution Timeframes

Phase	Timeframe
Complaint receipt confirmation	48 hours
Analysis and complaint verification	5-7 business days
Final response and resolution	Maximum 15 days
Refund (if approved)	14 days from acceptance of request

5. Refunds

5.1. When is Refund Possible?

You can obtain a refund in the following situations:

You withdrew BEFORE delivery - you contacted us before the plan was sent
Delivery delay over 24 hours - plan didn't arrive within guaranteed time due to our error
Plan contains errors we cannot fix - obvious errors making the plan unusable
Plan doesn't match entered data - included allergens, wrong goals, etc.

5.2. Refund Method

⚠️ MANDATORY - Refund Only Via Payment Cards:

In accordance with OTP Bank Serbia requirements, refunds are made exclusively via VISA, MasterCard, Maestro and Dinacard payment cards, to the payment card account from which the original payment was made.

We do NOT provide refunds:

In cash
By bank transfer to current account
Via PayPal or other methods
In vouchers or compensations

Method: Reversal of original transaction through banking system

5.3. Refund Procedure

After accepting your complaint, we will inform you via email
We will confirm details of your payment card (last 4 digits)
We will initiate transaction reversal through the bank
Funds will be returned to your card within 14 days
Check your statement - refund will be visible on your bank statement

Note on refund timeframe:

14 days is the maximum timeframe. In most cases, funds are returned faster (5-7 business days), but this depends on your bank and card organization.

5.4. Partial Refund

In some situations we may offer a partial refund:

If part of the plan is correct and part contains errors
If you have already used part of the plan before reporting the problem
By agreement, if it better resolves your situation

6. Alternative Solutions

Besides refunds, we can offer other solutions:

6.1. Plan Correction

If the plan contains errors, we can correct it free of charge and send you a new version within 24-48 hours.

6.2. New Personalized Plan

If the plan doesn't meet your needs due to incorrect data (our mistake), we will create a completely new plan at no additional charge.

6.3. Additional Consultation

In case of uncertainties or need for additional explanations, we can organize a brief consultation via email.

7. What if We Didn't Resolve Your Problem?

7.1. Further Legal Options

If you are not satisfied with how we resolved your complaint, you can contact:

National Consumer Organization of Serbia (NOPS)

Address: Palmotićeva 34/I, 11000 Belgrade, Serbia
Phone: +381 11 3243 607
Email: [email protected]
Web: www.potrosac.org

7.2. Out-of-Court Dispute Resolution

You can use the system for out-of-court resolution of consumer disputes:

EU platform for out-of-court dispute resolution: https://ec.europa.eu/consumers/odr
Consumer organization mediation

7.3. Consumer Protection Commissioner

Ministry of Internal and Foreign Trade

Inspection Affairs Sector - Market Inspection

Address: Nemanjina 22-26, 11000 Belgrade, Serbia
Phone: +381 11 3642-600
Email: [email protected]

8. Frequently Asked Questions (FAQ)

❓ Can I get a refund if the plan simply doesn't suit me?

Answer: No, if the plan was properly created according to the data you entered and contains no errors. After you receive digital content, you lose the right of withdrawal. However, contact us - we may find an alternative solution.

❓ What if I cannot open the PDF document?

Answer: This is a technical problem we resolve immediately! Contact us and we'll send you the file in another format or help solve the problem with your PDF reader.

❓ How long does the refund process take?

Answer: After we accept your request, refund is made within 14 days. In most cases it's faster (5-7 days), depending on your bank.

❓ Can I get a refund in cash or to my account?

Answer: No. Refunds are made exclusively via payment cards, to the same card from which payment was made. This is a bank requirement.

❓ Can I complain about the plan after 2 months?

Answer: No. Complaints are accepted within 7 days of receiving the plan. After that period, we cannot accept a complaint.

❓ What if I'm not satisfied with results (I didn't lose weight)?

Answer: Results depend on many factors: adherence to plan, metabolism, physical activity, genetics. The meal plan is only a guideline - we don't guarantee results. This is not grounds for complaint.

❓ Can I get a new plan if my needs change?

Answer: This is not a complaint, but a new order. You can order a new plan at the current price.

9. Contact for Complaints

For all questions related to complaints contact us:

Email: [email protected]
Subject: "Complaint - [OID number]"
Business hours: Monday - Friday, 09:00 - 17:00
Response time: 48 hours (business days)

Postal address for written complaints:

FIGURA FIT TRADE
Slobodana Jovanovića 10
37000 Kruševac
Republic of Serbia

💚 Our commitment:

We strive to treat every user professionally and fairly. Your satisfaction is our priority, and we will do everything to resolve every problem in the best possible way!

Last updated: November 7, 2025

Version: 1.1