Refund policy

Who owes the refund

This policy says how refunds, cancellations and chargebacks work on TOTUM. It is part of our terms of service and is read together with them.

TOTUM is the place the sale happens, not the seller. When you buy a membership, a package, a session, a class, an event place or a product from a gym, studio or trainer on the app, your agreement is with that business, and its own refund rules govern what you bought.

Ask the business first. It sets and honors its own refund rules. Virgil AI LLC does not issue refunds on a business's behalf, and we are not a party to that sale. We may help the two of you talk, but we do not have to.

What is usually refundable

Sessions and classes you have not used: often refundable within 14 days of buying, less the card fees already spent, if the business allows it. Anything already delivered is not refundable.

Programs, plans and other things you download or open: final once you have opened or downloaded them.

Event places: the terms are shown at checkout, and where a place is marked non-refundable you have to confirm that before paying. If the organizer cancels the event, you get all of it back, fees included.

Memberships at a gym or facility: governed by that facility's own membership agreement, including how it is canceled. Talk to the facility.

What you pay us

A business TOTUM plan can be canceled at any time in the app. Canceling stops the next bill; what has already been billed for the period you are in is not refunded, and the plan keeps working to the end of it.

Chargebacks

Before going to your bank, talk to the business you bought from, or write to us at support@gettotum.com about anything we billed you for. It is nearly always faster.

We contest chargebacks we believe are not valid. Fraudulent or repeated chargebacks can suspend or close an account.

A business is responsible for chargebacks on its own sales, including the dispute fee, as the terms of service set out.

How the money comes back

A refund goes back to the card or account it was paid from, and nowhere else.

When a sale is refunded the whole thing is reversed, the platform fee included, so nobody is left holding part of it.

It normally shows up in 5 to 10 business days, depending on your bank.

Changes and contact

If we change this policy, we will update the date at the top.

Questions: support@gettotum.com. For something you bought from a business on the app, ask the business first.