Your right of withdrawal
You have fourteen days from the date of purchase to withdraw from a session-package contract without giving any reason. This right derives from EU consumer law (Directive 2011/83/EU on consumer rights).
Outside the fourteen-day window, unused sessions are not refunded as of right — but we do consider goodwill requests for special circumstances (e.g., serious illness, relocation). Those requests go through a review: we’ll respond within fourteen days and explain the decision either way. Contact us at support@lilo.fit if you believe you are in such a situation.
LILO PRO (mobile app subscription)
This page and the fourteen-day right above cover session packages purchased through LILO’s own checkout. If instead you want to withdraw from or get a refund for a LILO PRO subscription — the auto-renewing plan sold through the Apple App Store or Google Play inside the mobile app — that purchase is billed and refunded by Apple or Google, not by LILO directly. Use the refund-request flow in your Apple ID or Google Play account; your statutory EEA withdrawal rights for that purchase are handled through the store’s own process. See our Terms — LILO PRO section for details.
Model withdrawal form
You may use the form below to give us notice of withdrawal, or send any other clear written statement. Submitting the form on this page constitutes a valid written statement under the Directive.
(Complete and return this form only if you wish to withdraw from the contract.)
To LILO, support@lilo.fit:
I hereby give notice that I withdraw from my contract for the provision of the following service: [package name],
— Ordered on: [date],
— Name of consumer: [your name],
— Address of consumer: [your address],
— Date: [today].
You may complete this form on paper and email a scan, or simply use the structured submission below — both are equally valid notice.
Submit a request
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Signing in only unlocks the structured form above, which looks up your payments automatically. It isn’t required to exercise your rights — a plain email to support@lilo.fit stops the clock the moment you send it, exactly like the structured form does.
What happens next
If your notice arrived within the fourteen-day withdrawal window, there is nothing to approve: we confirm receipt and refund the unused portion to your original payment method within fourteen days, typically appearing within five to ten business days depending on your bank.
If your request is a goodwill request made outside that window (see above), we review it and respond within fourteen days, explaining the decision either way. You can find the list of consumer dispute resolution bodies in EU and EEA member states on the European Commission’s Consumer Redress portal.