Cancellation and Refund Policy

1. What this covers

Coach plans (Starter, Pro, Studio and Gym) bought on prup.app and paid by card through Culqi.

It does not cover Prup Pro bought inside the iOS app: Apple bills that subscription, it is cancelled from your Apple ID settings, and refunds are requested from Apple, as our Terms of Service explain.

2. Free trial

•Length: 30 free days, with all the seats of the plan you choose.
•Card: If you start from prup.app/coaches, you create your account first and then add a card. Nothing is charged today: S/ 0.
•Card check: To check the card, your bank may show a temporary S/ 3.00 hold that is released at once. It is not a charge.
•First charge: Before you accept, we show you the date and amount of the first charge, and we email them to you. If you cancel from your dashboard before that date, you are not charged anything. We remind you by email 1 to 3 days before.
•One per person: One trial per account and per document (DNI, CE, passport or RUC).
•With a coach code: If you join with a coach code, you get 30 days without a card. You can add one whenever you like from your dashboard; the first charge is the day your free days end, even if you add it earlier.
•Plan changes: During the free days you can change plans whenever you like and the change is immediate, because nothing has been charged yet. The first charge is at the price of the plan you have on that day.

3. Billing and renewal

•Period: Plans are paid monthly, in advance, in soles (PEN), IGV included.
•Automatic renewal: The plan renews and is charged to the card you saved until you cancel. You authorise those charges when you save the card; we keep the exact text you accepted.
•Charge day: The same day each month, or the day you paid or your plan was extended; the last day of the month if that day does not exist. For example, a plan charged on the 31st is charged on 28 (or 29) February and goes back to the 31st in March.
•Payment method: Credit or debit card, processed by Culqi. Prup does not store your card details: only the brand and the last 4 digits.
•Price: The one you accepted when you subscribed or changed plans. If it changes, we email you at least 15 days before the charge it applies to, and you can cancel before then at no cost.
•Receipt: After each charge we email you a receipt. The electronic boleta or factura arrives separately, with the details (DNI, CE, passport or RUC) you gave us.

4. Failed payment

•If a charge fails: We email you the same day. From the next day your plan is frozen (see section 6) until the payment goes through.
•Retries: We try the charge again once a day, for up to 7 days. If you update your card or pay from Plan y pagos, your plan is active again at once.
•Cancellation: If the charge still fails after 7 days, we cancel the plan and let you know. You can come back whenever you like by paying from your dashboard.
•Frozen days: If you pay after the charge day, your new month starts on the day you pay: you never pay for the days your plan was frozen.
•Bank confirmation: Your bank may ask you to confirm a charge (3-D Secure authentication). If it does, we email you and you confirm it from Plan y pagos in a minute.

5. How to cancel

You can cancel in two ways. There is no minimum term and no cancellation fee.

•From your dashboard: In Plan y pagos, «Cancelar plan». It has immediate effect and the confirmation reaches you by email at once. No further charges are made, and you keep access until the end of the period you already paid for (or the end of your trial).
•By email: Email afernandez@prup.app from your Prup account's address with the subject “Cancel plan”. The cancellation counts from the day we receive your email: any renewal charged after that is refunded in full. We confirm it within 2 business days.

If you cancel during your trial, you are not charged anything. Questions? Email afernandez@prup.app.

6. What happens when the plan ends

•Until the end of the paid period: Nothing changes, even if you cancelled: the full dashboard and all your seats.
•When the period ends: You can no longer add or reactivate clients. You can still sign in to the dashboard, see your clients and pause them.
•7 days later: Your clients stop having Prup Pro included through your plan. Those 7 days let you renew without them noticing anything. A client with their own subscription is not affected.
•Your data: Cancelling never deletes your programs or your clients' history. If you subscribe again, everything is where you left it.

7. Refunds

Plan payments are non-refundable, in whole or in part, even if you did not use the plan or cancel mid-month. We also do not prorate when moving to a smaller plan.

We refund the full amount in these cases:

•Duplicate charge: You were charged more than once for the same period.
•Charge after cancelling: A renewal was charged after you cancelled from your dashboard, or after the day we received your cancellation email.
•Charge in progress when you cancelled: You cancelled from your dashboard while that day's charge was being processed and would rather not use that period: email us and we refund it.
•Unauthorised or incorrect charge: You were charged for a plan you did not buy, or an amount different from the one you accepted.
•Service not provided: If Prup stops offering coach plans before the end of your paid period, we refund the unused days pro rata.

The temporary S/ 3.00 hold when you save a card is not a charge: your bank releases it at once.

8. How to request a refund

Email afernandez@prup.app with the subject “Refund”, giving the date and amount of the charge and the last 4 digits of the card. We reply within 5 business days.

If it applies, the refund goes back to the card you paid with, through Culqi, and if we already issued your boleta or factura we also issue the credit note. How long it takes to show on your statement depends on your bank, usually 7 to 15 business days.

9. Changing plans

You change plans yourself from Plan y pagos in your dashboard. We confirm every change by email, with what changes today and what changes at the next charge.

•During the free days: The change is immediate, up or down. The first charge is at the new plan's price.
•Moving up: The new seats are available straight away. The new price is charged from the next charge; we do not charge the difference for the current month.
•Moving down: Takes effect at the next charge. If you then have more active clients than the new plan's seats, none of them lose anything: you just cannot add new clients until you free seats.
•With a payment due or a cancelled plan: Pay or reactivate your plan first; then you can change it.

10. Complaints

If you disagree with one of our answers, you can file a complaint in our Complaints Book (Libro de Reclamaciones). This does not prevent you from going to INDECOPI.