{"id":7863,"date":"2025-11-03T14:11:15","date_gmt":"2025-11-03T13:11:15","guid":{"rendered":"https:\/\/nutrifit.guru\/?page_id=7863"},"modified":"2025-11-07T02:32:38","modified_gmt":"2025-11-07T01:32:38","slug":"complaints-and-refunds","status":"publish","type":"page","link":"https:\/\/nutrifit.guru\/en\/complaints-and-refunds\/","title":{"rendered":"Complaints and Refunds"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"7863\" class=\"elementor elementor-7863 elementor-7841\">\n\t\t\t\t<div class=\"elementor-element elementor-element-699c929a e-flex e-con-boxed e-con e-parent\" data-id=\"699c929a\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1e49340 elementor-widget elementor-widget-html\" data-id=\"1e49340\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<style>\r\n    .pp-container 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}\r\n    @media (max-width: 768px) {\r\n        .pp-container {\r\n            padding: 10px;\r\n            box-shadow: none;\r\n        }\r\n        .pp-container h1 {\r\n            font-size: 1.5em;\r\n        }\r\n        .pp-container h2 {\r\n            font-size: 1.3em;\r\n        }\r\n    }\r\n<\/style>\r\n\r\n<div class=\"pp-container\">\r\n    <h1>Complaints and Refunds<\/h1>\r\n        \r\n    <div class=\"info-box\">\r\n        <p><strong>Your satisfaction is our priority!<\/strong><\/p>\r\n        <p>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.<\/p>\r\n    <\/div>\r\n\r\n    <h2>1. Right of Withdrawal<\/h2>\r\n    \r\n    <h3>1.1. Legal Right (14 Days)<\/h3>\r\n    <p>In accordance with the <strong>Consumer Protection Act<\/strong>, you have the right to withdraw from the contract within <strong>14 days<\/strong> from the date of concluding the contract, without stating reasons and without additional costs.<\/p>\r\n    <p style=\"font-weight: bold;\">&gt;&gt;&gt; <a href=\"https:\/\/nutrifit.guru\/wp-content\/uploads\/2025\/11\/nutrifit_contract_termination_form.pdf\" target=\"_blank\">UNILATERAL CONTRACT TERMINATION FORM<\/a> &lt;&lt;&lt;<\/p>\r\n\r\n    <div class=\"important\">\r\n        <p><strong>\u26a0\ufe0f IMPORTANT - Loss of Right for Digital Content:<\/strong><\/p>\r\n        <p>However, in accordance with <strong>Article 30, paragraph 1, point 13 of the Consumer Protection Act<\/strong>, the right of withdrawal <strong>does not exist<\/strong> 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.<\/p>\r\n        <p><strong>This means:<\/strong> 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.<\/p>\r\n    <\/div>\r\n\r\n    <h3>1.2. When You CAN Withdraw<\/h3>\r\n    <div class=\"success-box\">\r\n        <p><strong>\u2705 You can get a full refund if:<\/strong><\/p>\r\n        <ul>\r\n            <li><strong>You withdraw BEFORE your meal plan is delivered<\/strong> - contact us as soon as possible after payment<\/li>\r\n            <li><strong>The meal plan was not delivered within 24 hours<\/strong> due to an error on our part<\/li>\r\n        <\/ul>\r\n    <\/div>\r\n\r\n    <h3>1.3. When You CANNOT Withdraw<\/h3>\r\n    <div class=\"warning\">\r\n        <p><strong>\u26a0\ufe0f Refund is NOT possible if:<\/strong><\/p>\r\n        <ul>\r\n            <li>You have already received the meal plan (received email with PDF documents)<\/li>\r\n            <li>More than 24 hours have passed since delivery and you have not reported a problem<\/li>\r\n            <li>You are subjectively dissatisfied (e.g., you don't like the taste of recommended food)<\/li>\r\n            <li>You changed your mind after reviewing the plan<\/li>\r\n        <\/ul>\r\n    <\/div>\r\n\r\n    <h2>2. Grounds for Complaints<\/h2>\r\n\r\n    <h3>2.1. Valid Reasons for Complaints<\/h3>\r\n    <p>You can file a complaint in the following cases:<\/p>\r\n\r\n    <table>\r\n        <thead>\r\n            <tr>\r\n                <th>Reason<\/th>\r\n                <th>Solution<\/th>\r\n            <\/tr>\r\n        <\/thead>\r\n        <tbody>\r\n            <tr>\r\n                <td><strong>Plan not delivered within 24 hours<\/strong><\/td>\r\n                <td>Urgent delivery or full refund<\/td>\r\n            <\/tr>\r\n            <tr>\r\n                <td><strong>Technical problems with PDF<\/strong> (cannot open, corrupted file)<\/td>\r\n                <td>Resend correct file<\/td>\r\n            <\/tr>\r\n            <tr>\r\n                <td><strong>Obvious errors in content<\/strong> (incorrect calorie calculations, missing parts)<\/td>\r\n                <td>Correction or new plan<\/td>\r\n            <\/tr>\r\n            <tr>\r\n                <td><strong>Plan doesn't match your entered data<\/strong> (e.g., allergen you mentioned is included)<\/td>\r\n                <td>New plan or refund<\/td>\r\n            <\/tr>\r\n            <tr>\r\n                <td><strong>You received the wrong plan<\/strong> (another user's plan)<\/td>\r\n                <td>Correct plan + apology<\/td>\r\n            <\/tr>\r\n        <\/tbody>\r\n    <\/table>\r\n\r\n    <h3>2.2. What is NOT Grounds for Complaint<\/h3>\r\n    <div class=\"warning\">\r\n        <p><strong>You cannot complain due to:<\/strong><\/p>\r\n        <ul>\r\n            <li><span class=\"icon\">\u274c<\/span> <strong>Subjective dissatisfaction<\/strong> - \"I don't like the recommended food\"<\/li>\r\n            <li><span class=\"icon\">\u274c<\/span> <strong>Insufficient results<\/strong> - weight loss or gain depend on many factors<\/li>\r\n            <li><span class=\"icon\">\u274c<\/span> <strong>Change of mind<\/strong> - \"I changed my mind, I don't want to follow the plan\"<\/li>\r\n            <li><span class=\"icon\">\u274c<\/span> <strong>Health problems<\/strong> - if you have health complications, you must consult with a doctor<\/li>\r\n            <li><span class=\"icon\">\u274c<\/span> <strong>Your mistakes<\/strong> - if you entered incorrect data in the questionnaire<\/li>\r\n            <li><span class=\"icon\">\u274c<\/span> <strong>Not following the plan<\/strong> - results depend on your adherence to the plan<\/li>\r\n        <\/ul>\r\n    <\/div>\r\n\r\n    <h2>3. How to File a Complaint?<\/h2>\r\n\r\n    <div class=\"steps\">\r\n        <h3 style=\"margin-top: 0;\">Complaint Filing Procedure:<\/h3>\r\n        \r\n        <div class=\"step\">\r\n            <div class=\"step-number\">1<\/div>\r\n            <div class=\"step-content\">\r\n                <strong>Contact us via email<\/strong>\r\n                <p>Send email to: <a href=\"mailto:office@nutrifit.guru\">office@nutrifit.guru<\/a><br>\r\n                Subject: \"Complaint - [Your order number]\"<\/p>\r\n            <\/div>\r\n        <\/div>\r\n\r\n        <div class=\"step\">\r\n            <div class=\"step-number\">2<\/div>\r\n            <div class=\"step-content\">\r\n                <strong>Provide the following information<\/strong>\r\n                <ul style=\"margin-top: 10px; margin-bottom: 0;\">\r\n                    <li>Order number (OID)<\/li>\r\n                    <li>Date of purchase<\/li>\r\n                    <li>Detailed description of the problem<\/li>\r\n                    <li>Evidence (screenshot, messages, non-working PDF, etc.)<\/li>\r\n                    <li>Your contact information (name, email, phone)<\/li>\r\n                <\/ul>\r\n            <\/div>\r\n        <\/div>\r\n\r\n        <div class=\"step\">\r\n            <div class=\"step-number\">3<\/div>\r\n            <div class=\"step-content\">\r\n                <strong>Submit within legal timeframe<\/strong>\r\n                <p>File your complaint no later than <strong>7 days from receiving the meal plan<\/strong><\/p>\r\n            <\/div>\r\n        <\/div>\r\n\r\n        <div class=\"step\">\r\n            <div class=\"step-number\">4<\/div>\r\n            <div class=\"step-content\">\r\n                <strong>Wait for our confirmation<\/strong>\r\n                <p>We will respond within <strong>48 hours<\/strong> with confirmation of receipt and initial assessment<\/p>\r\n            <\/div>\r\n        <\/div>\r\n\r\n        <div class=\"step\">\r\n            <div class=\"step-number\">5<\/div>\r\n            <div class=\"step-content\">\r\n                <strong>Receive resolution<\/strong>\r\n                <p>Final response and complaint resolution within <strong>15 days<\/strong><\/p>\r\n            <\/div>\r\n        <\/div>\r\n    <\/div>\r\n\r\n    <h3>3.1. Required Information for Complaint<\/h3>\r\n    <div class=\"info-box\">\r\n        <p><strong>Email template for complaints:<\/strong><\/p>\r\n        <pre style=\"background: white; padding: 15px; border-radius: 4px; overflow-x: auto;\">\r\nSubject: Complaint - [OID number]\r\n\r\nDear Sir\/Madam,\r\n\r\nI would like to file a complaint regarding my personalized meal plan.\r\n\r\nOrder number (OID): [Your OID number]\r\nDate of purchase: [DD.MM.YYYY]\r\nDelivery email: [Your email]\r\n\r\nProblem description:\r\n[Describe the problem in detail - e.g., \"Meal plan didn't arrive\", \r\n\"PDF won't open\", \"Plan includes allergen I specified I'm allergic to\", etc.]\r\n\r\nAttached evidence: [screenshot, file, etc.]\r\n\r\nContact information:\r\nFull name: [Your name]\r\nPhone: [Your phone]\r\nEmail: [Your email]\r\n\r\nSincerely,\r\n[Your name]\r\n        <\/pre>\r\n    <\/div>\r\n\r\n    <h2>4. Complaint Resolution Timeframes<\/h2>\r\n\r\n    <table>\r\n        <thead>\r\n            <tr>\r\n                <th>Phase<\/th>\r\n                <th>Timeframe<\/th>\r\n            <\/tr>\r\n        <\/thead>\r\n        <tbody>\r\n            <tr>\r\n                <td><strong>Complaint receipt confirmation<\/strong><\/td>\r\n                <td>48 hours<\/td>\r\n            <\/tr>\r\n            <tr>\r\n                <td><strong>Analysis and complaint verification<\/strong><\/td>\r\n                <td>5-7 business days<\/td>\r\n            <\/tr>\r\n            <tr>\r\n                <td><strong>Final response and resolution<\/strong><\/td>\r\n                <td>Maximum 15 days<\/td>\r\n            <\/tr>\r\n            <tr>\r\n                <td><strong>Refund (if approved)<\/strong><\/td>\r\n                <td>14 days from acceptance of request<\/td>\r\n            <\/tr>\r\n        <\/tbody>\r\n    <\/table>\r\n\r\n    <h2>5. Refunds<\/h2>\r\n\r\n    <h3>5.1. When is Refund Possible?<\/h3>\r\n    <div class=\"success-box\">\r\n        <p><strong>You can obtain a refund in the following situations:<\/strong><\/p>\r\n        <ol>\r\n            <li><strong>You withdrew BEFORE delivery<\/strong> - you contacted us before the plan was sent<\/li>\r\n            <li><strong>Delivery delay over 24 hours<\/strong> - plan didn't arrive within guaranteed time due to our error<\/li>\r\n            <li><strong>Plan contains errors we cannot fix<\/strong> - obvious errors making the plan unusable<\/li>\r\n            <li><strong>Plan doesn't match entered data<\/strong> - included allergens, wrong goals, etc.<\/li>\r\n        <\/ol>\r\n    <\/div>\r\n\r\n    <h3>5.2. Refund Method<\/h3>\r\n    <div class=\"important\">\r\n        <p><strong>\u26a0\ufe0f MANDATORY - Refund Only Via Payment Cards:<\/strong><\/p>\r\n        <p>In accordance with <strong>OTP Bank Serbia<\/strong> requirements, refunds are made <strong>exclusively via VISA, MasterCard, Maestro and Dinacard payment cards<\/strong>, to the payment card account from which the original payment was made.<\/p>\r\n        <p><strong>We do NOT provide refunds:<\/strong><\/p>\r\n        <ul>\r\n            <li>In cash<\/li>\r\n            <li>By bank transfer to current account<\/li>\r\n            <li>Via PayPal or other methods<\/li>\r\n            <li>In vouchers or compensations<\/li>\r\n        <\/ul>\r\n        <p><strong>Method:<\/strong> Reversal of original transaction through banking system<\/p>\r\n    <\/div>\r\n\r\n    <h3>5.3. Refund Procedure<\/h3>\r\n    <ol>\r\n        <li>After accepting your complaint, we will <strong>inform you via email<\/strong><\/li>\r\n        <li>We will <strong>confirm details<\/strong> of your payment card (last 4 digits)<\/li>\r\n        <li>We will <strong>initiate transaction reversal<\/strong> through the bank<\/li>\r\n        <li><strong>Funds will be returned<\/strong> to your card within 14 days<\/li>\r\n        <li><strong>Check your statement<\/strong> - refund will be visible on your bank statement<\/li>\r\n    <\/ol>\r\n\r\n    <div class=\"info-box\">\r\n        <p><strong>Note on refund timeframe:<\/strong><\/p>\r\n        <p>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.<\/p>\r\n    <\/div>\r\n\r\n    <h3>5.4. Partial Refund<\/h3>\r\n    <p>In some situations we may offer a <strong>partial refund<\/strong>:<\/p>\r\n    <ul>\r\n        <li>If part of the plan is correct and part contains errors<\/li>\r\n        <li>If you have already used part of the plan before reporting the problem<\/li>\r\n        <li>By agreement, if it better resolves your situation<\/li>\r\n    <\/ul>\r\n\r\n    <h2>6. Alternative Solutions<\/h2>\r\n\r\n    <p>Besides refunds, we can offer other solutions:<\/p>\r\n\r\n    <h3>6.1. Plan Correction<\/h3>\r\n    <p>If the plan contains errors, we can <strong>correct it free of charge<\/strong> and send you a new version within 24-48 hours.<\/p>\r\n\r\n    <h3>6.2. New Personalized Plan<\/h3>\r\n    <p>If the plan doesn't meet your needs due to incorrect data (our mistake), we will create a <strong>completely new plan<\/strong> at no additional charge.<\/p>\r\n\r\n    <h3>6.3. Additional Consultation<\/h3>\r\n    <p>In case of uncertainties or need for additional explanations, we can organize a <strong>brief consultation<\/strong> via email.<\/p>\r\n\r\n    <h2>7. What if We Didn't Resolve Your Problem?<\/h2>\r\n\r\n    <h3>7.1. Further Legal Options<\/h3>\r\n    <p>If you are not satisfied with how we resolved your complaint, you can contact:<\/p>\r\n\r\n    <div class=\"contact-info\">\r\n        <p><strong>National Consumer Organization of Serbia (NOPS)<\/strong><\/p>\r\n        <ul style=\"list-style: none; padding-left: 0;\">\r\n            <li><strong>Address:<\/strong> Palmoti\u0107eva 34\/I, 11000 Belgrade, Serbia<\/li>\r\n            <li><strong>Phone:<\/strong> +381 11 3243 607<\/li>\r\n            <li><strong>Email:<\/strong> <a href=\"mailto:office@potrosac.org\">office@potrosac.org<\/a><\/li>\r\n            <li><strong>Web:<\/strong> <a href=\"http:\/\/www.potrosac.org\" target=\"_blank\">www.potrosac.org<\/a><\/li>\r\n        <\/ul>\r\n    <\/div>\r\n\r\n    <h3>7.2. Out-of-Court Dispute Resolution<\/h3>\r\n    <p>You can use the system for <strong>out-of-court resolution of consumer disputes<\/strong>:<\/p>\r\n    <ul>\r\n        <li>EU platform for out-of-court dispute resolution: <a href=\"https:\/\/ec.europa.eu\/consumers\/odr\" target=\"_blank\">https:\/\/ec.europa.eu\/consumers\/odr<\/a><\/li>\r\n        <li>Consumer organization mediation<\/li>\r\n    <\/ul>\r\n\r\n    <h3>7.3. Consumer Protection Commissioner<\/h3>\r\n    <div class=\"contact-info\">\r\n        <p><strong>Ministry of Internal and Foreign Trade<\/strong><\/p>\r\n        <p><strong>Inspection Affairs Sector - Market Inspection<\/strong><\/p>\r\n        <ul style=\"list-style: none; padding-left: 0;\">\r\n            <li><strong>Address:<\/strong> Nemanjina 22-26, 11000 Belgrade, Serbia<\/li>\r\n            <li><strong>Phone:<\/strong> +381 11 3642-600<\/li>\r\n            <li><strong>Email:<\/strong> <a href=\"mailto:podnesiprijavu@must.gov.rs\">podnesiprijavu@must.gov.rs<\/a><\/li>\r\n        <\/ul>\r\n    <\/div>\r\n\r\n    <h2>8. Frequently Asked Questions (FAQ)<\/h2>\r\n\r\n    <h3>\u2753 Can I get a refund if the plan simply doesn't suit me?<\/h3>\r\n    <p><strong>Answer:<\/strong> 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.<\/p>\r\n\r\n    <h3>\u2753 What if I cannot open the PDF document?<\/h3>\r\n    <p><strong>Answer:<\/strong> 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.<\/p>\r\n\r\n    <h3>\u2753 How long does the refund process take?<\/h3>\r\n    <p><strong>Answer:<\/strong> After we accept your request, refund is made within 14 days. In most cases it's faster (5-7 days), depending on your bank.<\/p>\r\n\r\n    <h3>\u2753 Can I get a refund in cash or to my account?<\/h3>\r\n    <p><strong>Answer:<\/strong> No. Refunds are made exclusively via payment cards, to the same card from which payment was made. This is a bank requirement.<\/p>\r\n\r\n    <h3>\u2753 Can I complain about the plan after 2 months?<\/h3>\r\n    <p><strong>Answer:<\/strong> No. Complaints are accepted within 7 days of receiving the plan. After that period, we cannot accept a complaint.<\/p>\r\n\r\n    <h3>\u2753 What if I'm not satisfied with results (I didn't lose weight)?<\/h3>\r\n    <p><strong>Answer:<\/strong> 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.<\/p>\r\n\r\n    <h3>\u2753 Can I get a new plan if my needs change?<\/h3>\r\n    <p><strong>Answer:<\/strong> This is not a complaint, but a new order. You can order a new plan at the current price.<\/p>\r\n\r\n    <h2>9. Contact for Complaints<\/h2>\r\n\r\n    <div class=\"contact-info\">\r\n        <p><strong>For all questions related to complaints contact us:<\/strong><\/p>\r\n        <ul style=\"list-style: none; padding-left: 0;\">\r\n            <li><strong>Email:<\/strong> <a href=\"mailto:office@nutrifit.guru\">office@nutrifit.guru<\/a><\/li>\r\n            <li><strong>Subject:<\/strong> \"Complaint - [OID number]\"<\/li>\r\n            <li><strong>Business hours:<\/strong> Monday - Friday, 09:00 - 17:00<\/li>\r\n            <li><strong>Response time:<\/strong> 48 hours (business days)<\/li>\r\n        <\/ul>\r\n        <p style=\"margin-top: 15px;\"><strong>Postal address for written complaints:<\/strong><\/p>\r\n        <p>FIGURA FIT TRADE<br>\r\n        Slobodana Jovanovi\u0107a 10<br>\r\n        37000 Kru\u0161evac<br>\r\n        Republic of Serbia<\/p>\r\n    <\/div>\r\n\r\n    <div class=\"success-box\">\r\n        <p><strong>\ud83d\udc9a Our commitment:<\/strong><\/p>\r\n        <p>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!<\/p>\r\n    <\/div>\r\n\r\n    <div class=\"last-updated\">\r\n        <p><strong>Last updated:<\/strong> November 7, 2025<\/p>\r\n        <p><strong>Version:<\/strong> 1.1<\/p>\r\n    <\/div>\r\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-7863","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/nutrifit.guru\/en\/wp-json\/wp\/v2\/pages\/7863","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/nutrifit.guru\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/nutrifit.guru\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/nutrifit.guru\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/nutrifit.guru\/en\/wp-json\/wp\/v2\/comments?post=7863"}],"version-history":[{"count":7,"href":"https:\/\/nutrifit.guru\/en\/wp-json\/wp\/v2\/pages\/7863\/revisions"}],"predecessor-version":[{"id":7930,"href":"https:\/\/nutrifit.guru\/en\/wp-json\/wp\/v2\/pages\/7863\/revisions\/7930"}],"wp:attachment":[{"href":"https:\/\/nutrifit.guru\/en\/wp-json\/wp\/v2\/media?parent=7863"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}