DietHelper Refund Policy
Last updated: 26 June 2026
1. Purpose of this policy
This Refund Policy explains the conditions under which a DietHelper order may be cancelled, refunded, or refused.
It applies in particular to:
DietHelper Offline Basic;
DietHelper Offline Premium;
BodyMetrics Free;
BodyMetrics Pro;
BodyMetrics Pro access included with DietHelper Premium;
the Coach Power Pack;
any associated physical products;
support, training, or coaching services offered by DietHelper.
This policy must be read together with the DietHelper General Terms and Conditions of Sale.
In the event of contradiction, the General Terms and Conditions of Sale shall prevail.
2. General principle
DietHelper mainly sells digital products, software licences, online access, subscriptions, and personalised services.
Certain products are personalised, manually activated, or linked to a unique technical identifier.
For this reason, a refund is not always possible after delivery, activation, or opening of access.
DietHelper nevertheless applies a clear policy:
before activation or final delivery, cancellation may be possible;
after the .rkey licence file has been sent, the DietHelper Offline sale becomes irrevocable;
BodyMetrics Pro subscriptions may be cancelled at any time, but the period already paid for remains due;
duplicate payments are always refunded;
technical cases are first analysed by support.
3. DietHelper Offline — refund before activation
For DietHelper Offline, the order may be cancelled only if all the following conditions are met:
the .rkey file has not yet been sent;
no activation has been carried out;
no final licence has been consumed;
no fraud, attempted abuse, or unauthorised use is suspected.
The request must be sent by e-mail to:
The client must indicate:
their full name;
the e-mail address used when placing the order;
the payment reference or proof of payment;
the reason for the request.
DietHelper will analyse the request and confirm whether cancellation is still possible.
4. DietHelper Offline — no refund after the .rkey file has been sent
After the .rkey file has been sent, no refund is granted.
The .rkey file is a personalised licence linked to the client and to their technical environment. Once sent, DietHelper can no longer guarantee that the software will not be used, copied, retained, or activated.
Sending the .rkey file therefore makes the order final and irrevocable, subject to any applicable mandatory rights.
No refund shall be granted after the .rkey file has been sent in the following cases:
the software has not been installed;
the software has not been used;
the client has changed their mind;
the client chose the wrong version;
the client did not test the trial version;
the client’s computer is not compatible;
an antivirus, firewall, or professional system blocks execution;
the client ultimately no longer wishes to use DietHelper;
the client misunderstood how the product works;
the client did not provide the correct personalisation information.
5. Free trial version
DietHelper offers a free trial version to allow the client to check the software’s compatibility and suitability before purchase.
It is strongly recommended to test this version before placing any order.
The trial version allows the client in particular to check:
that DietHelper works on the computer used;
that the Windows environment is compatible;
that any security systems do not prevent execution;
that the general operation matches the client’s expectations.
Failure to test the software beforehand does not give rise to a right to a refund after the .rkey file has been sent.
6. Technical compatibility
DietHelper Offline works only on a compatible Windows PC, with Windows 10 minimum.
DietHelper Offline does not work on:
Mac;
iPad;
Android;
Chromebook;
Linux;
virtual machines;
emulators;
locked professional environments;
systems blocking execution of the file;
unsupported configurations.
DietHelper is signed with a Sectigo certificate, but Windows SmartScreen, Windows Defender, antivirus software, or a firewall may sometimes display a warning or block execution.
The client is responsible for checking the compatibility of their environment before purchase, in particular through the free trial version.
A technical incompatibility that could have been detected through the free trial does not constitute grounds for a refund after the .rkey file has been sent.
7. Consumer right of withdrawal
When a client acts as a consumer, they are in principle entitled to a 14-day right of withdrawal for purchases concluded at a distance.
However, for digital products, digital content, or digital services supplied before the end of this period, this right may be lost where the client expressly requests immediate delivery or access and acknowledges that such delivery results in the loss of their right of withdrawal.
For DietHelper Offline, before sending the .rkey file, DietHelper may ask the consumer client to explicitly confirm:
that they wish to receive the file or activation before the end of the withdrawal period;
that they understand that sending the .rkey file makes the licence consumed;
that they waive their right of withdrawal after the .rkey file has been sent;
that they were invited to test the free trial version before purchase.
If the client refuses this confirmation, DietHelper may wait until the end of the statutory withdrawal period before sending the .rkey file, or cancel the order before activation.
8. Professional clients
A client who orders DietHelper in the course of their professional activity acts as a professional client.
This includes in particular:
sports coaches;
personal trainers;
nutrition coaches;
studios;
fitness centres;
companies;
self-employed persons;
professional teams;
structures using DietHelper with their own clients.
Professional clients do not benefit from the right of withdrawal reserved for consumers.
Any professional order is firm and final upon validation of payment, unless DietHelper agrees otherwise in writing.
9. BodyMetrics Pro — monthly or annual subscription
BodyMetrics Pro is a digital service offered by monthly or annual subscription.
The subscription may be cancelled at any time.
Cancellation takes effect at the end of the period already paid for.
Where the consumer client requests immediate access to BodyMetrics Pro before expiry of the statutory withdrawal period, they acknowledge that performance of the service begins upon validation of payment and effective opening of access.
Where permitted by law, the consumer client acknowledges that the subscription period started shall not be refundable after effective opening of access, unless otherwise required by mandatory legal provisions.
No pro rata temporis refund is granted for a period that has started.
This means that:
a month that has started remains due;
a year that has started remains due;
access remains available until the end of the paid period, unless suspended for fraud or breach of the terms;
the subscription no longer renews after the current period if cancellation is correctly carried out.
No refund is granted in the event of:
non-use;
partial use;
change of mind;
failure to cancel;
misunderstanding of the features;
loss of interest in the service;
reasonable temporary interruption related to maintenance or updates.
10. BodyMetrics Pro included with DietHelper Premium
DietHelper Premium may include 12 months of access to BodyMetrics Pro.
This period begins on the delivery date of DietHelper Premium.
If the client does not activate or use BodyMetrics Pro during this period, the unused months are forfeited.
No refund, carry-over, extension, or credit shall be granted for total or partial non-use of the included access.
At the end of the included 12 months, BodyMetrics Pro does not automatically become chargeable.
The client must voluntarily subscribe to a paid subscription if they wish to retain access to BodyMetrics Pro.
11. Preferential BodyMetrics Pro rate after DietHelper Premium
DietHelper Premium clients may benefit from a preferential BodyMetrics Pro rate after the included 12 months, subject to compliance with the conditions set out in the General Terms and Conditions of Sale.
The client must voluntarily subscribe before expiry of the included 12 months or within the 30-day grace period.
If the client does not subscribe within this period, they lose the benefit of the preferential rate.
The preferential rate is maintained only for as long as the subscription remains active, without interruption, cancellation, or payment default, except for one authorised pause.
In the event of cancellation, interruption, payment default, or failure to resume after an authorised pause, the client reverts to the standard rate in force.
No refund is granted in the event of loss of the preferential rate due to interruption, cancellation, or absence of voluntary renewal.
12. BodyMetrics Pro subscription pause
DietHelper may authorise a BodyMetrics Pro subscription pause once only during the entire term of the subscription.
The maximum duration of this pause is 3 months.
The pause must be requested according to the procedure indicated by DietHelper.
An accepted pause does not give rise to any refund.
If the client does not resume their subscription at the end of the authorised pause, any preferential rate is lost.
13. Payment default
In the event of BodyMetrics Pro payment failure, the system may make further attempts for 3 days.
If payment is not regularised, the subscription may be stopped automatically.
Stopping the subscription results in loss of access to BodyMetrics Pro features.
No refund is due in the event of subscription termination for payment default.
In the event of an abusively disputed payment, unjustified chargeback, fraud, or attempt to circumvent payment, DietHelper may immediately suspend access to the relevant account, licence, or services, without refund.
14. Duplicate payment
A duplicate payment is always refunded.
The refund may be made:
after internal detection by DietHelper;
or at the client’s request.
The client may report a duplicate payment to:
They must provide:
their full name;
the e-mail address used for payment;
the dates of the relevant payments;
the amounts paid;
any useful supporting document.
After verification, the overpaid amount will be refunded via the payment method used where possible, or by any other means agreed with the client.
15. Promotions, discounts, and special offers
Promotions, temporary discounts, special offers, or negotiated offers do not create any additional right to a refund.
After delivery, activation, sending of the .rkey file, or opening of access, the normal refund rules apply.
A promotion is not refundable after the product or service has been consumed, unless there is a proven payment error, duplicate payment, or mandatory legal provision to the contrary.
16. Physical products
Certain physical products may be offered or included in certain offers, for example:
USB key;
dongle;
printed syllabus;
book;
calliper;
measuring tape;
printed educational material.
A physical product may be refunded only if the return is accepted by DietHelper and if the product is returned:
complete;
unused;
undamaged;
unopened where the product is sealed;
in its original packaging where applicable.
Return costs are borne by the client, unless there is an error by DietHelper or a proven defect in the product.
The refund may be deferred until the returned product has been received and checked.
Personalised, opened, unsealed, used, or damaged products are non-refundable, unless otherwise required by mandatory legal provisions.
17. Coach Power Pack
The Coach Power Pack is a specific offer reserved for fitness centres, studios, and officially structured teams of personal trainers.
The licences may be personalised, named, and installed on a dongle medium.
Due to this personalisation, the Coach Power Pack is non-refundable after:
personalisation;
preparation of the licence;
generation of the file;
sending of the medium;
opening of the medium;
activation;
use.
If a coach leaves the structure, it is the responsibility of management to recover the dongle medium.
In the event of return of the medium, a new generation may be offered with administrative, technical, and shipping fees.
The current fee is €99.00 including VAT.
In the event of non-return of the medium, the request may be considered a new licence and charged at the Basic rate in force.
18. Technical issues
A technical issue does not automatically give rise to a right to a refund.
The client must first contact DietHelper support at:
The client must provide:
their full name;
the e-mail address used when placing the order;
the product concerned;
a precise description of the issue;
screenshots if necessary;
information about their technical environment;
any information useful for the analysis.
DietHelper will analyse the issue and may propose, depending on the case:
an explanation;
an installation procedure;
a correction;
a workaround;
a file resend;
a paid new generation if the issue results from loss, deletion, corruption, or incorrect handling by the client.
DietHelper has a reasonable period to analyse and process technical issues.
19. Technical exclusions
No refund is granted where the issue results in particular from:
an incompatible environment;
an unsupported system;
a virtual machine;
an emulator;
a Mac, iPad, Android, Chromebook, or Linux device;
pirated, modified, or unstable Windows;
a locked professional computer;
a restrictive corporate network;
blocking antivirus software, firewall, or security tool;
incorrect handling;
accidental deletion;
loss of file;
local corruption;
absence of backup;
unauthorised modification of the file;
use contrary to the General Terms and Conditions of Sale.
In these situations, DietHelper may offer assistance or a file resend only if technically possible and against payment of the fees in force.
The current fee for a new generation, resend, or operation related to the initial file is €99.00 including VAT.
20. Legal guarantee of conformity
Consumers benefit from the legal guarantee of conformity applicable to digital content and services.
This guarantee does not cover issues resulting from incorrect use, an unsupported environment, incorrect handling, unauthorised modification, an encoding error, or absence of backup.
In the event of a proven defect attributable to DietHelper, the client must contact support so that DietHelper can analyse the issue and propose a correction, solution, or appropriate measure.
A refund will be considered only if the issue is proven, attributable to DietHelper, persistent, and no reasonable solution can be provided, subject to applicable mandatory rights.
21. Fraud, abuse, and unauthorised use
No refund is granted in the event of fraud, attempted fraud, abuse, or unauthorised use.
The following are considered abusive in particular:
sharing the DietHelper file;
sharing the .rkey file;
sharing a BodyMetrics account;
attempted multi-user use;
unauthorised installation;
resale or assignment;
circumvention of the licensing system;
attempted reverse engineering;
unauthorised extraction;
modification of the file;
abusive chargeback;
false information;
aggressive, threatening, or fraudulent behaviour.
In these situations, DietHelper may suspend or deactivate the relevant access without refund and refuse any new activation.
22. Refund timeframes
Where a refund is accepted, DietHelper issues the refund within a reasonable period after validation of the request.
Where possible, the refund is made via the payment method used when placing the order.
Depending on the payment service provider, the time required for the refund to appear on the client’s account may vary.
DietHelper is not responsible for bank processing times, card processing times, conversion fees, or delays imposed by payment service providers.
23. Commercial gestures
DietHelper may grant a commercial gesture on an exceptional basis.
A commercial gesture may take the form of:
a discount;
an extension;
a partial refund;
a new activation;
a file resend;
additional assistance.
Any commercial gesture is decided on a case-by-case basis.
A commercial gesture never constitutes:
an acknowledgement of liability;
an obligation to grant a future refund;
a permanent modification of this policy;
a right for the client concerned;
a right for other clients;
a waiver by DietHelper of the right to strictly apply its conditions.
24. How to request a refund or report an issue
Any request must be sent to:
The message must contain:
full name;
e-mail address used when placing the order;
product concerned;
order date;
payment reference or proof of payment;
precise reason for the request;
screenshots or useful supporting documents if necessary.
A response is generally provided within 72 business hours.
Incomplete requests may require additional information and extend the processing time.
25. Contact
For any question relating to this policy:
Peene Ludovic – DietHelper
Rue de la Gravière 15/0003
5000 Namur
Belgium