Refund Policy
Version 1.2
Refund Policy
There are three ways to get your money back and they are not the same thing. People conflate them, then feel cheated when the one they had in mind was not the one that applied. So they are set out separately below. Find the one that describes you.
How every one of them works, so it is said once and plainly. You ask. A person reads it, checks it against this page, and answers you within two working days. There is no button anywhere that takes money out of our account on its own, and this page will never tell you there is.
There is one way to ask and it is an email. Write to support@latticehealth.online from the address you bought with, in whatever words you like. If you have not said what went wrong, expect one kind question back: we ask so we can fix what is ours to fix, and your answer never changes what you get back.
Deliberately one route rather than two. A button inside the app looks like the easier option and is the worse one: it files a request into a queue, and a queue is only as good as the person remembering to open it. An email lands in a mailbox somebody reads, and you keep a copy of it, so if we are slow you can prove when you asked.
The conditions for each path are printed below and they were printed here before you paid. That is the part worth holding us to: we are not allowed to invent a condition after you ask, because it would have to appear on this page first, and this page is public and dated.
Every refund goes back the way it came: to the card if you paid by card, to your PayPal account if you paid by PayPal. We cannot send it anywhere else, and we cannot switch it from one to the other. Once it is sent, your bank takes another five to ten working days to show it, which is outside anything we control.
Path A: The completion-linked guarantee
Each programme carries its own version of this, in its own words, on its own sales page. The one below is the Threshold promise. Whichever page you bought from, the promise printed there is the one that binds us.
Do Phase 1. Eight sessions over four weeks. If you don't feel measurably stronger at the end of it, tell me and I'll refund every cent, and you keep everything including the Form Vault.
What that means in practice.
It is linked to completion. Eight logged sessions. The app counts them, so there is nothing for you to prove and nothing for me to argue about. If you have logged eight Phase 1 sessions and you tell me you do not feel stronger, that is the end of the conversation and the money goes back.
That counting is the whole reason this is a promise rather than a mood. The condition is a number the app already has, not a judgement somebody makes about how hard you tried, so there is nothing here for me to be strict about on a bad day.
If you were routed to the extended ramp, Phase 1 is twelve sessions over six weeks for you, and the guarantee runs against that instead. Same idea, longer runway.
"Measurably stronger" means what you think it means. Heavier on the hinge, easier out of a chair, the second set not feeling like the fourth. I am not going to litigate the word with you. You tell me, I refund.
You keep everything. Your access is not revoked. The Form Vault, or The Everyday Spine if you are on the Upright line, stays yours. The sessions stay readable. That is not an oversight, it is the offer. If the programme did not do what I said it would, taking it back off you as well would be petty.
It refunds everything you paid in that checkout, the program and any add-on together, not just the core line.
You have 90 days from purchase to claim it.
Path B: The screening routed you out
You bought the program, you answered the eight screening questions, and the screening put you in the red lane. The training content stays closed to you.
This is the least arguable refund on this page and it is treated that way. You are holding something you cannot open, and we are the ones who closed it. There is no window on it and it comes back in full. You will be asked one question, what went wrong, in case something on our side can be fixed. Your answer never changes the refund.
The Clinical Pathway page carries the address to write to. One line is enough, and a person sends it back in full within two working days.
Nothing about this is a judgement on you. Some of the routing rules are about your bone density, some are about a fracture in the last two years, some are about a spinal condition, and one is about your own doctor having already told you not to do this. These conditions are the ones where unsupervised high-intensity loading carries risk we are not willing to take on your behalf, so the program stays shut rather than being offered with a warning attached.
You keep the Doctor Briefing and the guide to finding a bone-specialist physio, refund or not. You paid for a program you cannot use. The least I can do is send you out with the useful pages.
Asking does not close your account. The Clinical Pathway page, the Doctor Briefing and the guidance on finding a physiotherapist stay readable afterwards, because you may need those more than you needed the training.
If you bought an add-on in the same checkout, one request covers all of it and it comes back together.
Path C: An ordinary refund request
You just want your money back. You have not done eight sessions, the screening did not lock you out, you looked at it and it was not for you.
Email support@latticehealth.online within 30 days of purchase. Tell me the email address you bought with and, in a line, what went wrong. You do not need a paragraph, and your answer never changes the refund. We ask because half the time it is something we can fix on the spot.
Expect a reply within two working days, and the money back within two working days of that reply.
This is the one path with a judgement in it, so here is the judgement, in advance. Inside 30 days, asking is enough. I am not going to test you on how much of it you read or whether you tried hard enough. What gets declined on this path is the small set of things at the bottom of this page: a second refund on a second account, or a claim months past the window.
Access ends when the refund goes through on this path. That is the difference between Path C and Path A, and it is the only real difference.
One judgement was added on 29 August 2026, for purchases from that date. The screening at the start asks about your body, and your answers are what open the training to you. If your answers opened it and the reason you give here is that you cannot do the exercises, we will offer you The Upright Protocol first, as a swap at no extra cost: it is built for bodies that need gentler loading, and it is usually the better answer than the money. Where your answers opened both programmes, "I cannot do either" on its own is not a reason this path covers. Everything else about this path is unchanged: any other reason, or no reason at all, still works exactly as written above. Path A stands in full, Path B stands in full, and your statutory rights are untouched.
Some things worth saying out loud
Buying the Form Vault or an upsell does not shorten or void your guarantee.
Chargebacks. If you file one instead of emailing me, your account closes and I lose the fee on top of the refund. I would rather just refund you. Email first.
Repeat refunds. If somebody buys, refunds, and buys again on a new email, we may decline. Rare, but it happens.
Statutory rights. Wherever you live, whatever this document says, your consumer rights under local law still apply and nothing here removes them. If you are in the UK or the EU you have a statutory fourteen-day right to withdraw from a digital purchase. Buying here gives you immediate access, which normally waives it, so we do not rely on that waiver: the guarantee above is longer and easier to use than the statutory right, and you can use whichever suits you.
Questions about which path is yours, ask. Getting this wrong in either direction is worse for me than a refund.
One last thing, because it is the sentence people actually want. If you have asked and not heard back inside two working days, that is a failure on our side rather than a decision about you. Write again and say it is the second time. It goes to the top of the pile.