Refund policy

Hourglass packs are generally non-refundable once purchased because each order reserves time, operational capacity, delivery work, and follow-up resources for a one-time service.

This applies whether the order is placed by the participant or by an authorized buyer on their behalf.

A refund request may be reviewed only if Hourglass fails to send the booking email within 24 hours after purchase and the failure is on Hourglass's side.

Except where applicable law requires otherwise, no other refund situation is promised on this site.

Unless required by applicable law, refunds are not provided for change of mind, scheduling inconvenience, dissatisfaction based only on subjective preference, failure to monitor the order email, or issues caused by inaccurate information supplied by the buyer, including the use of an incorrect email address.

Refunds are also generally not provided where the buyer does not take reasonable steps to complete the purchased flow, misses a required delivery step without notice, or causes fulfillment to stall after purchase.

If a pack includes a booking step that needs to move, use the booking link or contact support as early as possible.

Hourglass may offer a replacement slot by email where operationally feasible, but no fixed number of reschedules is promised.

If a participant arrives materially late to a booked pack call, that step may be shortened to fit the remaining time in the slot.

If a required booked step is missed without notice, Hourglass may treat that step as delivered or require an additional booking fee before rescheduling, unless Hourglass decides otherwise.

Buyers are expected to use the delivery information sent after purchase within a reasonable time. If fulfillment stalls because the buyer does not monitor the order email or does not take reasonable steps to complete a required step, Hourglass may treat the order as expired, fulfilled, or no longer eligible for rescheduling or refund review.

To request help with a refund issue, contact hello@hourglassfitness.app and include the order email, the pack purchased, and the reason for the request.

Requests based on a missing booking email should be sent promptly after the 24-hour booking-email window has passed.

Before initiating a chargeback, contact Hourglass so the issue can be reviewed directly.

Fraudulent or abusive chargeback activity may be disputed using order records, booking records, delivery records, and related communications.