1. What this covers
Coach plans (Starter, Pro, Studio and Gym) bought on prup.app and paid by card through Culqi.
It does not cover Prup Pro bought inside the iOS app: Apple bills that subscription, it is cancelled from your Apple ID settings, and refunds are requested from Apple, as our Terms of Service explain.
2. Billing and renewal
- •Period: Plans are paid monthly, in advance, in soles (PEN).
- •Automatic renewal: The plan renews and is charged to the same card on the same day each month until you cancel.
- •Payment method: Credit or debit card, processed by Culqi. Prup does not store your card details.
- •Price: The one shown on prup.app/coaches when you subscribe. If it changes, we email you at least 15 days before the renewal it applies to.
3. How to cancel
Email afernandez@prup.app from your Prup account's address with the subject “Cancel plan”. We confirm the cancellation by email within 2 business days.
The cancellation counts from the day we receive your email, even if the confirmation arrives later: if a renewal is charged in between, we refund it in full. There is no minimum term and no cancellation fee.
4. What happens when the plan ends
- •Until the end of the paid period: Nothing changes: the full panel and all your seats.
- •When the period ends: You can no longer add or reactivate clients. You can still sign in to the panel, see your clients and pause them.
- •7 days later: Your clients stop having Prup Pro included through your plan. Those 7 days let you renew without them noticing anything. A client with their own subscription is not affected.
- •Your data: Cancelling never deletes your programs or your clients' history. If you subscribe again, everything is where you left it.
5. Refunds
Plan payments are non-refundable, in whole or in part, even if you did not use the plan or cancel mid-month. We also do not prorate when moving to a smaller plan.
We refund the full amount in these cases:
- •Duplicate charge: You were charged more than once for the same period.
- •Charge after cancelling: A renewal was charged after the day we received your cancellation email.
- •Unauthorised or incorrect charge: You were charged for a plan you did not buy, or an amount different from the published price.
- •Service not provided: If Prup stops offering coach plans before the end of your paid period, we refund the unused days pro rata.
6. How to request a refund
Email afernandez@prup.app with the subject “Refund”, giving the date and amount of the charge and the last 4 digits of the card. We reply within 5 business days.
If it applies, the refund goes back to the card you paid with, through Culqi. How long it takes to show on your statement depends on your bank, usually 7 to 15 business days.
7. Changing plans
- •Moving up: Email us and the new seats are available straight away. The new price is charged from the next renewal.
- •Moving down: Takes effect at the next renewal. If you then have more active clients than the new plan's seats, none of them lose anything: you just cannot add new clients until you free seats.
8. Complaints
If you disagree with one of our answers, you can file a complaint in our Complaints Book (Libro de Reclamaciones). This does not prevent you from going to INDECOPI.