Complaints Policy

Introduction

At Enfinify Holding LLC, we are committed to delivering high-quality experiences through Endomondo.com, the Enfit app, our online coaching programs, and our physical and digital products. We value our users and customers and strive to ensure a smooth and satisfying experience. However, if you encounter any issues, we take complaints seriously and are dedicated to resolving them fairly and efficiently.

Scope of this Policy

This policy applies to all complaints related to:

Website content or services on Endomondo.com
Technical issues or app functionality within the Enfit app
Concerns regarding online coaching sessions, fitness programs, or personal training services
Issues with the purchase, quality, or delivery of physical fitness products (e.g., workout gear, supplements, apparel, or accessories)
Problems related to digital products (e.g., workout plans, nutrition guides, or training e-books)
Customer support experiences, billing disputes, or account issues

How to Submit a Complaint

If you have a complaint, please contact us through one of the following methods:

Email: [email protected]
Phone: +1 302 966 9289
Contact Form: https://www.endomondo.com/contact

Please include the following details:

Your name and contact information
A clear description of the complaint
Relevant order, transaction, or account details (if applicable)
Any supporting documents, receipts, or screenshots
Your preferred resolution or outcome (if applicable)

Complaint Resolution Process

Acknowledgment: We will confirm receipt of your complaint within 2 business days.
Investigation: Our team will review the issue and may reach out for additional information.
Resolution: We aim to resolve complaints within 7-14 business days, depending on the complexity of the issue.
Final Response: We will provide a detailed response, outlining the resolution or further steps if needed.

Product Complaints (Physical & Digital)

For complaints related to physical products (e.g., workout gear, supplements, apparel):

If the item is defective, damaged, or incorrect, you may be eligible for a replacement or refund.
Returns must be initiated within 30 days of purchase and must include proof of purchase.
Items must be returned in original condition unless defective.

For complaints regarding digital products (e.g., workout plans, training programs, nutrition guides):

Due to the nature of digital products, refunds may only be granted in cases of technical issues or non-receipt.
If you did not receive your digital purchase, please check your spam folder or contact us for a new download link.
If a digital product has an error or is not as described, we will offer a corrected version or an alternative solution.

Escalation Process

If you are not satisfied with the resolution, you can request an internal review by a senior team member. For unresolved disputes related to billing, coaching services, or product concerns, we may recommend third-party mediation where applicable.

Commitment to Fairness

We handle all complaints impartially, confidentially, and professionally. Our goal is to ensure that every user, customer, and client feels heard and valued.

Contact Us

For any questions regarding this Complaints Policy, please reach out to us:

Email: [email protected]
Contact Page: https://www.endomondo.com/contact