Terms and Conditions

Last Updated: March 14, 2026

1. General Provisions and Definitions

These Terms and Conditions ("Terms") govern the relationship between you (the "Customer", "you", or "your") and Olena Lishchuk, operating as KRAUCH (the "Seller", "we", "us", or "our"), a sole proprietor (OSVČ) registered in the Czech Republic.

By placing an order on our website, you confirm that you have read, understood, and agree to be bound by these Terms.

"Digital Products and Services" means our online courses, electronic books (e-books), subscription-based applications (including calorie tracking tools), and any other digital content or services provided through the website.

"Website" means krauch.fit and all its subdomains.

2. Seller Information

The Seller operates under the following details:

Business Name: KRAUCH
Operator: Olena Lishchuk (OSVČ - self-employed person)
Registered Address: Kaprova 42/14, 110 00 Praha 1, Czech Republic
Email: coach@krauch.fit
IČO (Business ID): 24096091

The Seller is not a VAT payer (neplátce DPH) unless otherwise stated.

3. Product Description

We offer the following Digital Products and Services:

3.1 Online Courses

Educational video content accessible through our platform. Current offerings include:

Fat Loss Course - A comprehensive video course covering nutrition fundamentals, sustainable fat loss strategies, and habit building. Access period: 6 months from purchase date. One-time payment, no recurring subscription.

Refund Policy for Online Courses:

14-day money-back guarantee from the date of purchase
To request a refund: Send an email to support@krauch.fit with subject "Refund Request", include your order number
Refunds are processed within 14 days of approval to your original payment method
Access is suspended immediately upon refund request to prevent further consumption
Refunds may be refused if more than 50% of course content has been accessed
See Section 9 for full refund terms and EU consumer withdrawal rights

3.2 E-books and Digital Guides

Downloadable digital materials in PDF format. Once downloaded, these files are yours to keep indefinitely.

3.4 Consultation Services

One-on-one online consultations via video call. Consultations are single sessions booked individually. No subscription model applies.

Consultation Booking Process:

Select the consultation service on our website and proceed via our Telegram bot
Complete the questionnaire in the Telegram bot (age, sex, weight, goal, experience, activity level, health limitations, consultation topic)
Select a coach, preferred date and time in the Telegram bot. Each coach has an individual schedule, and available slots are displayed in the bot
Complete payment through the provided Stripe payment link
The coach will contact you within 24 hours on business days to confirm the appointment
If you cancel the consultation less than 2 hours before the scheduled time, no refund will be provided

Important: Questionnaire data submitted through the Telegram bot is stored in our database for the purpose of service delivery. See our Privacy Policy (Section 3.6) for details on data processing and retention.

3.5 Coaching Services

Personalized coaching packages including macronutrient calculation and adjustment, training plan creation and review, and lifestyle guidance. Coaching services are delivered remotely via messaging platforms.

Coaching Booking Process:

Select a coaching package on our website and proceed via our Telegram bot
Complete the questionnaire in the Telegram bot (age, sex, weight, goal, training experience, activity level, health limitations, and optional comments)
Select a coach in the Telegram bot
Complete payment through the provided Stripe payment link
The coach will contact you within 24 hours on business days to begin the program

Coaching Refund Policy:

Coaching services that have already commenced (i.e., where the coach has started providing guidance) are not eligible for a refund.

Detailed descriptions, including features, content outline, access duration, and pricing, are provided on each product page before purchase.

All content is for educational and informational purposes only and does not constitute medical, dietetic, or psychological advice. Coaching and consultation services are based on personal experience and knowledge. Results are individual. Consult a healthcare professional before making significant changes to your diet or exercise routine.

3.6 Mini-Courses

Short paid learning programmes delivered through our Telegram bot. Current offerings include:

"How to come back from holiday without gaining weight" - five lessons on eating while travelling and after returning home
"Anti-belly" - five lessons on why the belly sticks out: bloating, posture, core muscles, pelvic floor and body fat
Mini-courses do not include individual coaching, feedback or a review of your personal data

Mini-course access:

After successful payment, a personal Telegram bot activation link is sent to the email address you provided
The link is single-use: it activates access for one Telegram account and may not be shared with third parties
Once activated, the lessons are delivered in the bot and remain in your chat with it
An active Telegram account is required. We are not responsible for loss of access caused by the suspension or deletion of your Telegram account

Refund policy for mini-courses:

14-day money-back guarantee from the date of purchase
To request a refund: email support@krauch.fit with the subject "Refund Request" and state the email address used for the purchase
Refunds are processed within 14 days of approval to the original payment method
Access to the mini-course materials ends once the refund is issued
See Section 9 for the full refund terms and the EU consumer right of withdrawal

3.7 Service Termination for Inappropriate Conduct

We reserve the right to terminate any consultation or coaching service without a refund if a client engages in inappropriate conduct during sessions. This includes, but is not limited to, abusive, offensive, threatening, or disrespectful behavior towards the coach or other participants. If the service is terminated for this reason, the client is not entitled to a refund for any payments already made.

4. Order Process and Contract Formation

The ordering process works as follows:

Step 1: Select a product and click the purchase button
Step 2: Create an account by providing your email address
Step 3: Review your order details and total price (including any applicable taxes)
Step 4: Agree to these Terms and Conditions by checking the required checkbox
Step 5: Complete payment through our secure payment processor (Stripe)
Step 6: Receive order confirmation via email

The contract between you and the Seller is concluded at the moment when you receive the order confirmation email from us. This email serves as proof of your purchase and contains your order details.

By placing an order, you represent that you are at least 18 years old or have parental/guardian consent.

5. Pricing and Payment

All prices are displayed in Euros (€) and include all applicable taxes unless otherwise stated. The final price shown at checkout is the total amount you will pay.

We accept the following payment methods:

Credit/debit cards (Visa, Mastercard, American Express)
Digital wallets (Apple Pay, Google Pay) where available
Bank transfers for certain products (contact us for details)

Payments are processed securely through Stripe. We do not store your full payment card details. Stripe's privacy policy and terms apply to payment processing.

Payment must be completed before access to Digital Products and Services is granted. Your order is not complete until payment is successfully processed.

We reserve the right to change prices at any time. Price changes do not affect orders that have already been confirmed.

6. Delivery and Access

Digital Products and Services are delivered electronically. No physical delivery takes place.

Access delivery timeline:

Online courses: Access is granted immediately upon successful payment. You will receive login credentials via email within minutes of purchase.
E-books: Download links are provided immediately upon successful payment via email.
Applications: Account access is activated immediately upon successful payment.
Consultations: Booking instructions are sent via email after purchase. Consultations are scheduled at a mutually agreed time.
Mini-courses: a personal Telegram bot activation link is sent to the email address you provided immediately after successful payment.

If you do not receive access within 24 hours of successful payment, please contact us at support@krauch.fit and we will resolve the issue promptly.

Access duration: Unless otherwise stated on the product page, access to online courses is granted for six (6) months from the date of purchase.

7. Customer Rights and Obligations

As a Customer, you have the right to:

Receive the Digital Products and Services as described on the product page
Access customer support via email for any issues or questions
Request a refund in accordance with our refund policy (Section 9)
Receive clear information about pricing, product features, and terms before purchase
Have your personal data protected in accordance with our Privacy Policy

As a Customer, you are obligated to:

Provide accurate and complete information when creating an account
Keep your account credentials confidential and not share them with others
Use the Digital Products and Services only for personal, non-commercial purposes
Not copy, distribute, share, or resell any content
Comply with all applicable laws when using our services
Pay the full purchase price before accessing Digital Products and Services

8. Seller Rights and Obligations

The Seller is obligated to:

Provide access to purchased Digital Products and Services after successful payment
Ensure the Digital Products and Services function as described
Respond to customer inquiries within 5 business days
Process refund requests in accordance with these Terms
Protect customer personal data in accordance with applicable law
Notify customers of significant changes to products or services

The Seller has the right to:

Receive payment for Digital Products and Services
Modify, update, or improve Digital Products and Services
Suspend or terminate access for violation of these Terms
Change prices for future purchases (not affecting existing orders)

9. Right of Withdrawal and Refund Policy

We are committed to customer satisfaction. This section outlines your rights regarding withdrawal from purchase and our refund policy for Digital Products and Services.

9.1 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee from the date of purchase. If you are not satisfied with your purchase for any reason, you may request a refund within 14 calendar days from the date of purchase.

This guarantee applies to all Digital Products and Services, subject to the conditions outlined in this section.

The 14-day period begins on the day following the date of purchase (the day you receive access to the digital content).

9.2 EU Consumer Right of Withdrawal

If you are a consumer residing in the European Union or European Economic Area (EEA), you have additional statutory rights under EU consumer protection law:

You have a statutory 14-day right of withdrawal
This period begins on the day following the conclusion of the contract
You may withdraw without giving any reason and without incurring any costs other than those provided for in applicable law

Important Notice Regarding Digital Content: By purchasing digital content and requesting immediate access, you expressly:

Consent to immediate performance of the contract before the withdrawal period has expired
Acknowledge that you will lose your statutory right of withdrawal once the digital content download or streaming has begun

This consent is requested during the checkout process. If you do not provide this consent, access to digital content will be delayed until the 14-day withdrawal period has expired.

9.3 How to Request a Refund

We provide two methods to request a refund:

Method 1: Via Settings Page (Recommended)

This is the fastest and most efficient way to request a refund:

Log in to your account and go to Settings page
Find your course in the "My Courses" section
Click the "Request Refund" button
Fill in the reason for your refund request
Submit the request

💡 Important: Using this method automatically blocks your access to the course immediately upon submission. This protects your refund amount, as accessing more lessons after the refund request may reduce the refund amount based on the content consumed.

Method 2: Via Email

Alternatively, you can request a refund by email:

Send an email to support@krauch.fit with the subject line "Refund Request"
Include your full name and the email address used for purchase
Provide your order number or transaction ID (found in your purchase confirmation email)
State the date of purchase
Specify which product(s) you wish to receive a refund for
Briefly explain the reason for your refund request

⚠️ Note: When requesting a refund via email, your course access will not be blocked immediately. Accessing more lessons after your refund request may reduce the refund amount based on the content consumed. We recommend using the Settings page method for immediate access blocking.

You may also use the standard EU withdrawal form if you are an EU/EEA consumer, though it is not mandatory.

9.4 Refund Review Process

Once we receive your refund request:

We will acknowledge receipt of your request within 4 business days via email
Your access to the Digital Products and Services will be suspended immediately to prevent further consumption during the review
We will review your request and verify the purchase details
We will assess whether any grounds for refusal or reduction apply (see Section 9.5)
We will notify you of our decision within 5 business days of receiving your request
If approved, the refund will be processed within 14 days of approval

During the review process, you may be contacted for additional information if needed.

9.5 Grounds for Refund Refusal or Reduction

Refunds may be refused entirely if:

The request is made after the 14-day refund period has expired
There is evidence of abuse or fraud (e.g., requesting multiple refunds, creating multiple accounts)
The customer continues to access content after submitting a refund request
A consultation service has already been delivered
More than 50% of course lessons have been viewed

Refunds may be reduced (partial refund) if less than 50% of course lessons have been viewed.

We track lesson views to determine content consumption for refund policy purposes. This tracking is essential for fair administration of our refund policy.

9.6 Partial Refunds

If you have consumed a portion of the course before requesting a refund, we may offer a partial refund calculated as follows:

Refund amount = Original price × (Unwatched lessons ÷ Total lessons)

The decision to offer a partial refund and the calculation method are at our reasonable discretion, taking into account the extent of consumption.

9.7 Refund Processing

Approved refunds will be processed as follows:

Refunds will be made to the original payment method used for the purchase
Credit/debit card refunds typically appear within 5-10 business days, depending on your bank
If the original payment method is no longer available, we will work with you to find an alternative solution

You will receive an email confirmation once the refund has been processed.

After refund approval, your access to the purchased Digital Products and Services will be permanently revoked. Any downloaded materials should be deleted from your devices.

9.8 Non-Refundable Items

The following are not eligible for refund under any circumstances:

Fully consumed product
Completed one-on-one consultation sessions
Customized or personalized content created specifically for you
Products purchased more than 14 days ago
Products where the customer has violated the Terms and Conditions

9.9 Disputes Regarding Refund Decisions

If you disagree with our refund decision, you may:

Reply to our decision email with additional information or clarification within 7 days
Request a review by a senior representative
Follow the Complaints Procedure outlined in Section 10

We are committed to resolving disputes fairly and will reconsider decisions when new information is provided.

10. Complaints Procedure

If you are dissatisfied with our Digital Products and Services or have a complaint, please follow this procedure:

Contact us via email at support@krauch.fit with a detailed description of your complaint
Include your order number, date of purchase, and any relevant screenshots or documentation
We will acknowledge your complaint within 2 business days
We will investigate and provide a response within 14 business days
If additional time is needed, we will notify you of the expected resolution date

For complaints regarding technical issues with access, we will work to resolve them as quickly as possible, typically within 24-48 hours.

If you are not satisfied with our response, you may contact us again or seek other remedies available under applicable law.

11. License and Intellectual Property

Upon purchase, you are granted a limited, non-exclusive, non-transferable license to access and use the Digital Products and Services for personal, non-commercial purposes.

All content, including but not limited to videos, text, images, graphics, and software, is owned by us or our licensors and protected by intellectual property laws.

You may NOT:

Copy, reproduce, distribute, or publicly display any content
Share your account or login credentials with others
Record, screen-capture, or download content except where explicitly allowed
Use content for commercial purposes or to create competing products
Attempt to bypass access controls or security measures

Violation of these restrictions may result in immediate termination of access without refund.

12. Disclaimer and Limitation of Liability

The Digital Products and Services, including coaching and consultation services, are provided for educational and informational purposes only. They do not constitute medical, dietetic, or psychological services. Results vary based on individual effort, circumstances, and factors outside our control.

We do not guarantee any specific results, including but not limited to weight loss, fitness improvements, or health outcomes. Coaching and consultation services are based on personal experience and knowledge.

Health Disclaimer: Our content and services are not medical advice. Always consult a qualified healthcare professional before making significant changes to your diet or exercise routine, especially if you have any health conditions.

To the maximum extent permitted by law, our total liability for any claim shall not exceed the amount you paid for the relevant purchase.

We are not liable for indirect, incidental, or consequential damages. This limitation does not apply where prohibited by law (e.g., intentional misconduct or gross negligence).

13. Account Termination

We may suspend or terminate your access if:

You violate these Terms and Conditions
You share your account with others
You engage in fraudulent or illegal activity
You attempt to harm our systems or other users
You behave inappropriately during consultations or coaching sessions (including but not limited to abusive, offensive, or disrespectful conduct towards the coach or other participants). In such cases, the service may be terminated without a refund

Where possible, we will provide notice and an opportunity to remedy the violation before termination.

Upon termination for cause, you are not entitled to a refund for the remaining access period.

14. Modifications to Terms

We may update these Terms from time to time. The updated version will be posted on the website with a new "Last Updated" date.

For existing customers, material changes that affect your rights will be communicated via email at least 14 days before taking effect.

Your continued use of our services after changes become effective constitutes acceptance of the updated Terms.

15. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Czech Republic.

Any disputes shall be resolved by the competent courts in Prague, Czech Republic.

For EU consumers: Mandatory consumer protection laws of your country of residence may provide additional protections that cannot be waived by these Terms.

This jurisdiction clause does not limit the rights of EU consumers to bring claims before the courts of their country of residence.

16. Contact Information

For any questions, complaints, or requests regarding these Terms, please contact us:

Email: coach@krauch.fit
Address: Kaprova 42/14, 110 00 Praha 1, Czech Republic

We aim to respond to all inquiries within 5 business days.

17. Final Provisions

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

Our failure to enforce any right or provision shall not constitute a waiver of such right or provision.

These Terms, together with the Privacy Policy and any product-specific terms, constitute the entire agreement between you and the Seller.