1. Policy Overview & Merchant Identity
This Refund and Cancellation Policy applies to all coaching plans, 1:1 fitness consultations, and customized dietary and fitness programs purchased through Physique by Sari (physiquebysari.com), operated by Sarani Tillekeratne in Colombo, Sri Lanka.
We are committed to delivering the highest quality coaching experience. Because our offerings comprise individualized, professional fitness coaching, personalized digital meal and workout formulations, and one-on-one professional consultations, this policy outlines the specific terms under which cancellations and refunds are granted.
All online transactions processed through our approved payment gateway, PayHere, adhere strictly to Central Bank of Sri Lanka (CBSL) eCommerce standards and PCI-DSS data protection directives.
2. 1:1 Consultation Cancellation & Rescheduling
When you book a 1:1 consultation session with Coach Sari, our coaching calendar reserves dedicated time exclusively for you.
- Rescheduling & Cancellations (24+ Hours Notice): If you notify us at least 24 hours prior to your scheduled call, you may reschedule your appointment free of charge, or request a 100% full refund.
- Late Cancellations & No-Shows (Less than 24 Hours Notice): Cancellations made with less than 24 hours notice or failing to attend a scheduled session (no-show) are non-refundable, as the reserved calendar slot cannot be reallocated on short notice.
- Medical Emergencies: In exceptional cases involving proven medical emergencies, please reach out to our team with documentation, and we will reschedule your session at no additional cost.
3. Customized Coaching Programs & Digital Materials
Our flagship programs (including the 12-Week Transformation, PCOS Reversal & Management, Muscle Tone, and Online Transformation Protocols) require significant diagnostic analysis, personalized macro calculations, and individualized workout formulation.
- Cancellation Prior to Program Formulation: If you submit a cancellation request in writing within 24 hours of payment and before Coach Sari has begun reviewing your intake questionnaire or generating your personalized meal/workout schedule, you will be eligible for a full refund (minus third-party gateway processing fees, if any).
- Non-Refundable After Delivery: Once your customized workout protocols, personalized nutritional guides, or onboarding documents have been generated and dispatched to your email or WhatsApp, the plan is considered fully fulfilled and non-refundable.
- Monthly Subscriptions / WhatsApp Retainers: For monthly recurring coaching or accountability retainers, you may cancel at any time prior to the next billing cycle. Fees paid for the ongoing active month are non-refundable.
4. Refund Processing & Gateway Timelines
To prevent fraud and maintain strict compliance with Central Bank of Sri Lanka regulations and payment card industry standards:
- Original Payment Method Only: All approved refunds will be credited back strictly to the original credit card, debit card, or payment instrument used during checkout through the PayHere gateway. We do not issue cash or third-party transfers for online transactions.
- Processing Timeline (5 to 7 Business Days): Once Coach Sari’s team approves a refund, the electronic refund is initiated through PayHere within 24 to 48 business hours. Depending on your card-issuing bank's clearance cycles (Visa, MasterCard, or LankanPay), funds typically reflect on your bank card statement within 5 to 7 business days.
5. Manual Bank Slip & CDM Transfer Refunds
If you made a payment via manual bank transfer, online banking (CEFT/SLIPS), or Cash Deposit Machine (CDM):
- Any approved refund will be remitted strictly to the identical verified Sri Lankan bank account from which the original payment originated.
- Clients must furnish a certified bank account statement or passbook header confirming the account holder name matches the order billing details.
- Bank-to-bank electronic transfers take 2 to 3 business days once verified.
6. Chargeback Prevention & Friendly Dispute Resolution
We take customer satisfaction very seriously. If you have any dissatisfaction or misunderstanding regarding your coaching program, meal recommendations, or consultation schedule:
Please contact us before initiating a bank dispute or chargeback. Direct communication allows us to resolve any issues immediately, customize your plan further to match your lifestyle, or process a cordial refund where appropriate.
7. How to Submit a Refund or Cancellation Request
To initiate a formal refund or cancellation request, please submit an email to our administration desk containing:
- Your Full Name and Registered Email Address
- Your Order Reference Number (e.g.,
PBS-20261004-XXXXX) - Date of Purchase & Purchased Plan / Consultation Name
- Clear reason for the refund or cancellation request
Customer Support Desk:
Email: info@physiquebysari.com
WhatsApp / Telephone: +94 77 846 3717
Operating Hours: Monday – Saturday, 9:00 AM – 6:00 PM (IST)
