Return & Refund Policy
1. Overview
This Return & Refund Policy applies to all purchases made through the 12 Step Keto Platform, operated by Deloudi GmbH under Swiss law. It applies to digital products, physical print-on-demand products, membership subscriptions, and coaching services.
Our general position is that all sales are final. The specific reasons for this vary by product type and are set out below. Where statutory rights apply — in particular for customers in the European Economic Area — those rights are described and honoured.
2. Digital Products
Digital products include e-books, course materials, downloadable guides, and any other digital content purchased through the Platform.
All digital product sales are final. We do not offer refunds or exchanges on digital products once they have been accessed or downloaded.
This policy exists because digital content is delivered immediately and cannot be "returned" in any meaningful sense once accessed.
EU / EEA Customers — Right of Withdrawal
If you are a consumer resident in the European Economic Area, you have a 14-day right of withdrawal under the EU Consumer Rights Directive. For digital products, this right applies as follows:
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If you have not yet accessed or downloaded the product, you may request a full refund within 14 days of purchase by contacting us at [contact@12stepketo.com].
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Once you have accessed or downloaded the content, the right of withdrawal is extinguished. No refund will be issued after access has occurred.
To request a withdrawal refund, contact us within the 14-day window with your order number and confirmation that you have not accessed the content. We will process the refund promptly.
3. Physical Products (Print-on-Demand)
Physical products sold through the Platform — including printed books and any other merchandise — are produced individually to order using a print-on-demand model. Each item is manufactured specifically for you after your purchase is confirmed.
Because physical products are custom-produced to order, we are unable to accept returns or issue refunds except in the case of a defective or incorrect item.
This is consistent with the exemption for custom-made goods under the EU Consumer Rights Directive and Swiss consumer law — goods produced to a consumer's specifications or clearly personalised are explicitly excluded from standard return rights.
Defective or Incorrect Items
If you receive a physical product that is:
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Materially defective (e.g. printing errors, damaged in transit, missing pages), or
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Not the item you ordered (wrong title, wrong format)
please contact us within 14 days of receipt at [info@12stepketo.com] with your order number and a description or photograph of the issue. We will arrange a replacement or, where a replacement is not possible, a refund.
We do not accept returns based on personal preference, change of mind, or subjective dissatisfaction with content.
4. Membership Subscriptions
related member benefits on a recurring billing basis.
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You may cancel your membership at any time. Cancellation takes effect at the end of your current billing period; you retain access until that date.
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We do not issue pro-rata refunds for unused portions of a billing period as a matter of standard policy.
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Refund requests relating to memberships are considered on a case-by-case basis at our discretion, taking into account the circumstances and any applicable statutory rights.
EU / EEA Customers — Right of Withdrawal
If you are an EEA consumer, you have a full 14-day right of withdrawal from the date of your subscription purchase. To exercise this right, contact us within 14 days at [info@12stepketo.com] with your order details and we will issue a full refund. No waiver is required and no reason need be given.
Note: if you have actively used member-only content or community features during the 14-day period, we may reduce the refund proportionally to reflect the value of access already received, as permitted under applicable law.
5. Coaching Services
Refund and cancellation terms for one-to-one coaching are set out in the individual coaching agreement provided to you before commencement. These terms take precedence over this general policy for coaching purchases.
As a general guide, sessions cancelled with less than 24 hours' notice may be charged in full. Sessions not attended without notice are non-refundable. Please refer to your specific coaching agreement for the terms that apply to you.
6. Billing Errors & Exceptional Circumstances
If you believe you have been charged incorrectly, or if you experience a technical failure that prevented access to a product you purchased, please contact us within 30 days of the transaction. We will investigate and, where an error on our part is confirmed, issue a correction or refund promptly.
We will also consider refund requests in genuinely exceptional circumstances (for example, serious illness preventing participation in a programme) at our sole discretion. Exercising this discretion in one case does not create an obligation to do so in future cases.
7. Chargebacks
If you initiate a chargeback or payment dispute with your bank or card provider without first contacting us, we reserve the right to suspend access to your account and any purchased products pending resolution. We encourage you to contact us directly first — most issues can be resolved quickly without involving your payment provider.
8. How to Contact Us
For all return, refund, or billing enquiries:
Deloudi GmbH
Operating 12 Step Keto
Please include your order number, the product or service concerned, and a brief description of the issue. We aim to respond within 3 business days.