Refund policy

Refund Policy

Last updated: June 2, 2026

This Refund Policy applies to purchases made through Protocol11 and any related websites, pages, or checkout systems operated by STEI FIT LTD.

Company: STEI FIT LTD

Contact e-mail: stayfitbgsales@gmail.com

1. Digital Products and Online Courses

Protocol11 sells digital educational products, online courses, mobility protocols, exercise programs, and related digital materials. These products are delivered electronically and may become accessible immediately after purchase.

Because our products are digital in nature, access to the purchased content may begin immediately after successful payment.

2. 14-Day Right of Withdrawal for EU Consumers

If you are a consumer located in the European Union, you may have the legal right to withdraw from your purchase within 14 calendar days from the date of purchase, without giving any reason.

However, this right of withdrawal may not apply once the digital content has started to be delivered, if you gave your prior express consent to immediate access and acknowledged that you lose your right of withdrawal once access to the digital content begins.

By purchasing a digital course or protocol from Protocol11 and choosing to receive immediate access, you agree that the digital content may be supplied immediately and you acknowledge that you may lose your statutory right of withdrawal once access begins.

3. Refund Eligibility

A refund may be considered only in the following situations:

The customer purchased the wrong product by mistake and contacted us before accessing or using the course content.

The customer was charged incorrectly or more than once for the same product.

The customer cannot access the purchased course due to a technical issue caused by our platform, and we are unable to resolve the issue within a reasonable time.

The customer is legally entitled to a refund under applicable consumer protection law.

4. Non-Refundable Situations

Refunds will generally not be issued in the following cases:

The customer has already accessed, opened, watched, downloaded, or used the digital course, protocol, or related materials after agreeing to immediate access.

The customer changed their mind after receiving access to the digital content.

The customer states that they already know the information or that the material is not new to them.

The customer did not complete the course or did not use the program.

The customer purchased the product without reading the product description, course details, or checkout information.

The customer entered a different e-mail address at checkout and therefore cannot immediately find the login or access information.

The customer experiences temporary technical difficulties that can be resolved by contacting support.

5. Technical Access Issues

If you cannot access your purchased course or protocol, please contact us at stayfitbgsales@gmail.com.

Before requesting a refund, please allow us the opportunity to help you access your account or resolve the issue. In many cases, access problems are caused by using a different e-mail address at checkout, spelling mistakes in the e-mail address, spam folder filtering, or login confusion.

If the issue is caused by our platform and we are unable to provide access within a reasonable time, you may be eligible for a refund.

6. How to Request a Refund

To request a refund, contact us by e-mail at stayfitbgsales@gmail.com.

Please include the following information:

Your full name.

The e-mail address used for the purchase.

The order number, if available.

The name of the product purchased.

A short explanation of the reason for the refund request.

We may ask for additional information if needed to verify the purchase or investigate the issue.

7. Refund Review Process

Refund requests are reviewed individually. Submitting a refund request does not automatically guarantee approval.

If your refund is approved, the refund will usually be issued to the original payment method used at checkout. Processing times may vary depending on your bank, card provider, or payment processor.

If a refund is approved, your access to the purchased digital product may be removed or disabled.

8. Worldwide Sales

Protocol11 sells digital products worldwide. This Refund Policy applies globally, but it does not limit any mandatory consumer rights that may apply under the laws of your country or region.

If local consumer protection laws provide you with rights that cannot legally be excluded, those rights will remain unaffected.

9. Chargebacks and Payment Disputes

If you have a problem with your purchase, we encourage you to contact us first at stayfitbgsales@gmail.com so we can review the issue and try to resolve it.

Opening a payment dispute or chargeback without contacting us may delay the resolution process. We reserve the right to provide evidence of access, delivery, account activity, and communication history to the payment provider when responding to a dispute.