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Cancellation & Refund Policy

At FitSmart, we understand that plans can change. This policy outlines our cancellation and refund procedures to ensure transparency and fairness for all our customers.

Last updated: November 21, 2025

1. Subscription Cancellations

Weekly Plans

  • Can be paused, rescheduled, or cancelled with at least 24 hours' notice before your next scheduled delivery
  • Same-day or last-minute cancellations are not accepted due to fresh ingredient preparation and food waste prevention
  • You can manage cancellations through your account dashboard or by contacting customer support

Monthly Plans

  • Can be paused, adjusted, or cancelled with at least 48 hours' prior notice before your next delivery
  • Monthly plans offer more flexibility but require additional notice due to bulk preparation
  • You can modify your delivery schedule up to 48 hours in advance

2. How to Cancel

You can cancel your subscription through:

  • Account Dashboard: Log in to your account and manage your subscription settings
  • Email: Send a cancellation request to support@fitsmart.ca
  • Phone: Call us at +1 437-428(3393)
  • Customer Support: Contact our support team through the website

Please include your account email and subscription details in your cancellation request.

3. Refund Policy

General Refund Rules

  • No Refunds for Started Plans: We do not offer refunds once a subscription plan has started and meals have been delivered
  • Pre-Delivery Cancellations: If you cancel before your first delivery, you may be eligible for a full refund minus any processing fees
  • Future Credits: In cases of genuine concerns (allergies, medical advice, quality issues), we may convert remaining balance into future meal credits

Eligible Refund Scenarios

  • Delivery Failures (Our Responsibility): 100% credit or replacement meal for the next day
  • Quality Issues: Full refund or replacement for meals that don't meet our quality standards
  • Wrong Items Delivered: Immediate replacement with correct items or full refund
  • Allergy/Intolerance Issues: Full refund if dietary requirements were not met as specified
  • Unforeseen Circumstances: Case-by-case evaluation for medical emergencies or other valid reasons

4. Refund Processing

  • Refunds will be processed to the original payment method used for the purchase
  • Processing time: 5-10 business days after approval
  • You will receive an email confirmation when the refund is processed
  • Bank processing times may vary depending on your financial institution
  • For Stripe payments, refunds typically appear within 3-5 business days

5. Pausing Subscriptions

You can pause your subscription instead of cancelling:

  • Pause for a specific duration (1-4 weeks)
  • No charges during the pause period
  • Subscription automatically resumes after the pause period
  • You can extend or cancel the pause at any time
  • Perfect for vacations, travel, or temporary schedule changes

6. Trial Orders

  • Trial orders can be cancelled up to 12 hours before scheduled delivery
  • Full refund available for trial orders cancelled within the cancellation window
  • No refunds for trial orders after delivery has been made
  • Trial orders are subject to the same quality guarantee as regular subscriptions

7. Special Circumstances

Medical Emergencies

If you experience a medical emergency that prevents you from using our service:

  • Contact us immediately with medical documentation
  • We will work with you to find an appropriate solution
  • May include pausing subscription, converting to credits, or partial refunds
  • Evaluated on a case-by-case basis with compassion and understanding

8. Food Waste Prevention

We require advance notice for cancellations to minimize food waste:

  • Fresh ingredients are prepared in advance based on orders
  • Last-minute cancellations result in food waste and environmental impact
  • 24-48 hour notice allows us to adjust preparation schedules
  • This policy helps us maintain affordable pricing and sustainability

9. Disputes & Appeals

If you disagree with a refund decision:

  • Contact our customer support team to discuss your case
  • Provide any relevant documentation or evidence
  • We will review your case and respond within 5 business days
  • We are committed to fair resolution of all disputes

10. Consumer Rights (Canada)

As a Canadian consumer, you have rights under provincial consumer protection laws:

  • This policy does not limit your statutory rights
  • You may have additional rights under your province's consumer protection legislation
  • For consumer protection inquiries, contact your provincial consumer protection agency
  • We comply with all applicable Canadian consumer protection laws

11. Contact Us

For cancellation or refund requests, please contact us:

Important Notes

  • All cancellation and refund requests must be submitted in writing (email or through account dashboard)
  • Refund eligibility is determined on a case-by-case basis
  • We reserve the right to refuse refunds for abuse of our refund policy
  • This policy may be updated from time to time - check back for the latest version
  • For questions about this policy, contact our customer support team

This Cancellation & Refund Policy is governed by the laws of Canada and your province of residence.

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