Refund policy

Last Updated: June 11, 2025

BARSION LIMITED, Unit 704C, 7/F, Blk 3, Nan Fung Industrial City, 18 Tin Hau Road, Tuen Mun, Hong Kong (referred to as "we", "us", and "our") provides access to the Activena fitness platform available at https://activena.fit (referred to as the "Platform").

1. General Provisions
This Refund Policy sets out the conditions under which Activena platform users may request a return of payments made. By completing a payment, you confirm that you have read and accept this Policy in full. Activena aims to resolve legitimate requests fairly; however, eligibility for a refund is strictly limited to the circumstances listed below. In all other cases, payments are final and non-refundable.

2. Sole Basis for a Refund
A refund is issued in one circumstance only: if, following confirmed and processed payment, access to the Platform was not technically provided due to reasons within Activena's responsibility (referred to as an "Access Issue"). All other circumstances do not constitute grounds for a refund.

3. Cases Where No Refund Is Provided
No refund will be issued if:
you did not use the Platform or its features after receiving access;
you did not begin or complete any programmes;
you did not achieve anticipated results; results are individual and not guaranteed;
the Platform was unavailable due to causes outside Activena's control (ISP failures, force majeure, third-party actions);
you cancelled your subscription; cancellation does not entitle a refund for an already paid period;
auto-renewal occurred due to failure to cancel the subscription in time;
access was suspended due to your violation of the Terms of Use;
you shared account credentials with third parties, resulting in Platform use without your knowledge;
the subscription was purchased during a special offer or promotional period;
you claim unawareness of subscription terms or this Policy; unawareness does not exempt compliance.

4. Refund Request Procedure
If you experience an Access Issue, you must contact us at [email protected] within 14 (fourteen) calendar days from the payment date. Your request should include: account name, email address, payment date and amount, and a description of the issue. If required, please provide screenshots or other evidence of the technical problem.
Requests submitted after the 14-day period will not be considered. Activena will make reasonable efforts to review the request within 14 business days. If the issue cannot be resolved within that timeframe, a refund will be processed.

5. Refund Procedure and Timing
Refunds are returned via the original payment method in accordance with the payment provider's procedures. Transfer timelines depend on the payment provider and the issuing bank and are outside Activena's control. Activena bears no responsibility for delays attributable to payment systems.

6. Chargebacks and Payment Disputes
Initiating a chargeback through a bank or payment system in circumstances not falling under the sole refund basis established by this Policy constitutes a breach of the Terms of Use. Activena reserves the right to immediately suspend or terminate Platform access upon receiving a chargeback notification, and to submit all relevant documentation to the payment provider confirming the legitimacy of the charge.

7. Service Discontinuation by Activena
Should Activena elect to discontinue services on its own initiative, unrelated to any breach by the user, the user will receive a proportional refund for the unused paid period, calculated on the basis of actual days elapsed. This constitutes Activena's sole and exclusive obligation in such circumstances.

8. Limitation of Liability
A REFUND UNDER THIS POLICY IS THE USER'S SOLE AND EXCLUSIVE REMEDY IN CONNECTION WITH PAYMENTS. ACTIVENA BEARS NO ADDITIONAL LIABILITY, INCLUDING FOR INDIRECT DAMAGES, LOST PROFITS, OR OTHER LOSSES RELATED TO THE USE OF OR INABILITY TO USE THE PLATFORM.