Refund Policy
Last Modified: June 20, 2026
We want you to use Start My Protocol because it's working for you, not because you can't get out. The app is free; the only thing you can be charged for is premium coaching. This policy explains when refunds are available.
1. 14-day money-back guarantee
For your first premium coaching purchase, you have 14 days from the date of purchase to request a full refund, for any reason, provided the coaching has not been substantially delivered. Email contact@startmyprotocol.com from the email on your account and we'll process the refund to your original payment method within 5 to 10 business days.
2. Premium coaching plans
Coaching is billed as shown at checkout (for example, monthly or per block of sessions). The 14-day guarantee in Section 1 applies to your first payment. After the 14-day window, payment for the current period is non-refundable once that period's coaching has begun. You keep access to the coaching you paid for until the end of the current period.
3. Recurring coaching renewals
If your coaching plan renews automatically, each renewal is charged at the start of the new period. Renewals are non-refundable after the 14-day window for that period. You can cancel at any time to prevent the next renewal and keep access through the end of the period you already paid for (see our Cancellation Policy).
4. The free app
The app and its core features (tracking, wearable sync, automated insights and recommendations, the longevity library) are free. There is nothing to refund there. If you ever see a charge for something you believe should be free, contact us and we'll make it right.
5. Mobile app store purchases
If you purchased a subscription through the Apple App Store or Google Play, refund decisions are handled by Apple or Google under their refund policies. For Apple, request a refund at reportaproblem.apple.com. For Google, see Google Play Help. We can advocate on your behalf but cannot directly refund charges processed by Apple or Google.
6. Discretionary refunds
Outside the cases above, we still review individual refund requests in good faith. We will consider refunds for:
- Service failure: sustained downtime or material service failure that we caused.
- Billing errors: duplicate or clearly erroneous charges.
- Cancellation processing errors: if you cancelled in time and were billed anyway.
- Other circumstances: situations we determine, in good faith, warrant a refund.
7. How to request a refund
Email contact@startmyprotocol.com from the email on your account with:
- Your name and account email.
- The charge date and amount.
- A brief reason. (Optional. We won't argue, but it helps us improve.)
We aim to respond within two business days. Approved refunds are issued to the original payment method and typically appear within 5 to 10 business days, depending on your card issuer.
8. Chargebacks
If something feels wrong with a charge, please email us first so we can resolve it. See our Billing Dispute Policy. Starting a chargeback without contacting us may result in the account being suspended while the dispute is investigated.
9. Taxes and third-party fees
Refunds, where issued, cover the coaching fees paid to Protocol. We do not refund taxes collected by tax authorities, payment processor fees we cannot recover, or mobile app store commissions Apple or Google do not refund to us.
10. Contact
Protocol Fitness Technologies, Inc.
d/b/a Start My Protocol
2261 Market Street, STE 46132
San Francisco, CA 94114
Email: contact@startmyprotocol.com