Results Guarantee & Refund Policy

We want you to feel confident in your investment. That’s why we offer the FixGuarantee™: if you complete The Fix as designed, genuinely follow the programme, use the tracking tools provided, and do not experience meaningful improvement in your heel pain or function, you may request a full refund of the programme fee, subject to the terms below.

Please read this Refund Policy carefully. By purchasing and participating in The PlantarFasciaFix™, The Fix, The Complete Fix, or any related paid programme, you agree to this Refund Policy alongside our general Terms & Conditions and Privacy Policy.

1. Overview of the FixGuarantee™

The FixGuarantee™ applies to purchases of The Fix, the paid PlantarFasciaFix™ digital programme, made directly through our official website.

The FixGuarantee™ is designed to protect customers who genuinely commit to the programme, follow the guidance as intended, use the tracking tools provided, and still do not experience meaningful improvement in their heel pain or function.

The FixGuarantee™ applies once per customer and is not transferable.

The FixGuarantee™ is a voluntary contractual guarantee offered by us. It is separate from, and does not affect, any statutory rights that cannot legally be excluded.

2. Eligibility

To be eligible for a refund under the FixGuarantee™, you must meet all of the following criteria:

• You purchased The Fix directly through our official website.
• You completed 8 weeks of structured participation in the programme. This may mean progressing through the programme levels as designed, or appropriately repeating, modifying, or remaining at an earlier level in line with the programme guidance where clinically appropriate.
• You followed the recommended daily and weekly exercises, progressions, Pain Scale guidance, modification advice, and load management strategies.
• You used the GoldilocksZone™ Tracker, or an equivalent activity log agreed by us, throughout the programme to demonstrate reasonable adherence, pain response, activity levels, progression decisions, and symptom changes.
• You achieved a minimum average adherence of 71% per week, equivalent to completing the relevant programme exercises on at least 5 out of 7 days on average, unless there was a clear and appropriate reason to modify this in line with the programme guidance.
• You engaged with the programme in good faith, including using the guidance on when to progress, when to hold back, when to modify exercises, and when to listen to your body.
• You contacted us during the programme if you were unable to progress, remained stuck at an earlier level, experienced a significant flare-up, or felt unsure about how to adapt the programme.
• You attended, or made reasonable efforts to attend, a complimentary end-of-programme review call if requested as part of the refund review process.
• You had a confirmed diagnosis of plantar fasciitis, plantar fasciopathy, or plantar fascia pain from a suitably qualified healthcare professional before engaging in the programme.
• You were not aware of any other pre-existing medical condition, injury, diagnosis, surgery, medication, or health concern that would make participation in the programme unsafe, inappropriate, or in conflict with advice from your own healthcare professional.
• You submitted your refund request within the refund request window set out below.

3. Good-Faith Participation and Evidence Requirements

The FixGuarantee™ is designed for customers who give the programme a genuine and reasonable attempt.

To be eligible under the FixGuarantee™, you must be able to demonstrate reasonable engagement with the programme. This includes use of the GoldilocksZone™ Tracker, or an equivalent activity log agreed by us, to record relevant information such as:

• Pain scores
• Exercise adherence
• Step count, where relevant
• Walking, standing, activity or exercise tolerance
• Symptom response
• Flare-ups
• Exercise modifications
• Progression decisions
• Reasons for repeating or remaining at an earlier level
• Any support requests made during the programme

We may review available programme activity data as part of a refund request. This may include, where available:

• Login and access history
• Programme activity records
• Completed steps
• Lesson or module progress
• Tracker evidence
• Support requests
• Emails
• Community posts or comments
• Review call notes
• Any other relevant information reasonably available to us

Tracker entries, activity logs, programme steps, or other records completed only after a refund request has been submitted may not be accepted as evidence that the programme was followed during the 8-week programme period.

We reserve the right to take into account the timing of tracker entries, programme activity, support requests, and any other relevant evidence when reviewing eligibility.

4. If You Are Unable to Progress or Need to Stay at an Earlier Level

We do not expect every customer to progress perfectly through the programme at the same speed.

Heel pain can be irritable, and some people may need to repeat a week, modify exercises, reduce load, hold back, or remain at an earlier level for longer. This will not automatically make you ineligible for the FixGuarantee™.

However, if you are unable to progress, remain stuck at an earlier level, experience a significant flare-up, or feel the programme is not working for you, you should contact us as soon as reasonably possible and before the end of the 8-week refund request window.

This is important because the programme includes support options so that we can help you modify the plan, problem-solve barriers, review your load, and give you the best chance of improvement before a refund request is considered.

Remaining at an earlier level may still be compatible with the FixGuarantee™, provided that you:

• Continued to participate in the programme for the full 8-week period
• Followed the Pain Scale and load management guidance
• Recorded your symptoms, activity, adherence, and progression decisions in the GoldilocksZone™ Tracker
• Made reasonable attempts to modify the programme appropriately
• Contacted us for support if you were unable to progress or unsure what to do

5. Refund Request Window

The programme is designed to be completed over 8 weeks.

To request a refund under the FixGuarantee™, you must contact us after completing 8 weeks of structured participation and within 10 working days of your 8-week programme completion date.

Refund requests submitted before completing 8 weeks of structured participation, or more than 10 working days after your 8-week programme completion date, may not be eligible under the FixGuarantee™.

If you have needed to repeat earlier levels or delay progression due to symptoms, you should contact us before the end of the 8-week refund request window so that we can review your situation and help you decide the most appropriate next step.

6. Definition of “Meaningful Improvement”

We define “meaningful improvement” as a noticeable reduction in heel pain and/or a noticeable improvement in functional ability compared to your baseline at the start of the programme.

Examples of meaningful improvement may include, but are not limited to:

• Reduced first-step pain in the morning
• Improved walking tolerance
• Improved standing tolerance
• Improved confidence with daily activity
• Improved ability to complete light exercise or rehabilitation tasks
• A reduction in symptom irritability or recovery time after activity
• Improved ability to manage flare-ups
• Improved confidence in understanding and managing your heel pain

Meaningful improvement is assessed based on the information you provide about your symptoms, function, baseline status, adherence, tracker data, and progress during the programme. We may ask for reasonable additional information to help us review your request.

7. Exclusions

Refunds under the FixGuarantee™ will not usually be granted in the following cases:

• You did not complete 8 weeks of structured participation in the programme.
• You did not follow the recommended exercises, progressions, Pain Scale guidance, modification advice, or load management strategies.
• You did not use the GoldilocksZone™ Tracker or equivalent activity logging to monitor your progress and adherence.
• You did not provide reasonable evidence of programme participation, adherence, symptom response, and activity levels when requested.
• You did not meet the minimum adherence requirement of 71% average adherence per week, equivalent to 5 out of 7 days on average, unless there was a clear and appropriate reason documented in your tracker and managed in line with the programme guidance.
• You significantly deviated from the programme, including stopping early, skipping key phases, modifying exercises beyond recognition, ignoring progression guidance, or failing to complete the required weekly structure without an appropriate reason.
• You remained at an earlier level, stopped progressing, or stopped participating without recording this in your tracker or contacting us for support during the programme.
• You waited until the end of the refund period to state that you could not progress, without having made a reasonable attempt to use the support, guidance, tracking, and modification tools provided during the programme.
• You retrospectively completed steps, tracker entries, or activity logs after submitting a refund request in an attempt to evidence programme completion.
• You continued to push through pain or symptoms despite the programme guidance advising you to hold back, modify, reduce, pause, or seek medical advice.
• You did not attend, or did not make reasonable efforts to attend, a requested complimentary end-of-programme review call.
• Your heel pain is due to a different diagnosis that would not reasonably be expected to respond to this programme, such as a fracture, stress fracture, nerve entrapment, systemic illness, inflammatory arthritis, infection, vascular problem, tendon rupture, referred pain, or another structural or medical pathology.
• You had another known pre-existing condition, injury, diagnosis, surgery, medication, or health concern that conflicted with the programme or made participation unsuitable, and you did not seek appropriate medical advice before participating.
• You did not have a confirmed diagnosis of plantar fasciitis, plantar fasciopathy, or plantar fascia pain from a suitably qualified healthcare professional before engaging in the programme.
• You submitted a refund request outside the refund request window.
• You purchased the programme from a third party, reseller, unauthorised source, or platform other than our official website.
• We reasonably believe that the FixGuarantee™ is being misused, abused, or relied upon in bad faith.

8. How to Request a Refund

To request a refund under the FixGuarantee™, please contact us via our Contact Us page.

When contacting us, please include enough information for us to identify your purchase and understand your request. This may include:

• Your name
• The email address used for purchase
• Your purchase date
• A brief summary of your progress
• A brief summary of your current symptoms
• Confirmation that you completed 8 weeks of structured participation
• Confirmation that you used the GoldilocksZone™ Tracker or equivalent activity log

After receiving your request, we may ask for reasonable additional information to help us assess whether the FixGuarantee™ criteria have been met. This may include:

• A copy of your completed GoldilocksZone™ Tracker
• Screenshots or photos of your completed tracker if you used a printed version
• Confirmation that you followed the programme guidance, Pain Scale, exercise progressions, and load management advice
• Information about your baseline symptoms and current symptoms
• Information about your walking, standing, activity, or exercise tolerance before and after the programme
• Details of any flare-ups, modifications, or reasons you repeated or remained at an earlier level
• Evidence that you contacted us for support during the programme if you were unable to progress or felt stuck
• Confirmation that you had a diagnosis of plantar fasciitis, plantar fasciopathy, or plantar fascia pain from a suitably qualified healthcare professional
• Confirmation that you have been advised to consult your GP, physiotherapist, podiatrist, or other healthcare provider for further assessment if heel pain persists or symptoms do not behave as expected

We do not require you to complete a specific refund form. However, we reserve the right to request reasonable information where needed to verify eligibility and protect the FixGuarantee™ from misuse.

9. End-of-Programme Review Call

As part of the FixGuarantee™ review process, you may be required to attend a complimentary end-of-programme review call with Matt or another appropriate member of the team.

The purpose of this call is to:

• Review your progress
• Understand your symptoms and current limitations
• Review your GoldilocksZone™ Tracker and programme adherence
• Consider whether the programme was followed as intended
• Understand whether pain, load, footwear, activity levels, recovery, or other factors may have affected your progress
• Consider whether your diagnosis or contributing factors may need to be reviewed
• Discuss appropriate next steps
• Identify whether any improvements can be made to the programme

This call is not intended to create unnecessary barriers to a refund. It forms part of our good-faith review process and reflects our main objective, which is to help you improve and understand why the programme may not have produced the expected response.

If we reasonably offer suitable appointment times and you decline, fail to attend, or do not make reasonable efforts to attend the review call, your refund request may be declined.

If you are genuinely unable to attend a review call, we may, at our discretion, offer an alternative method of review, such as written questions by email. This will be decided on a case-by-case basis.

10. Refund Review and Payment

Once we have received your refund request, any reasonably requested supporting information, and completed any required review call, we will review your request in good faith.

If your refund request is approved, we will issue a refund of the programme fee paid for The Fix to the original payment method used for purchase.

We aim to process approved refunds within 10 working days of approval. Depending on your bank, card provider, PayPal, Stripe, or payment processor, it may take additional time for the refund to appear in your account.

Refunds apply only to the amount paid for the eligible digital programme. They do not apply to third-party costs, external services, consultations, equipment, footwear, orthotics, supplements, devices, internet or app costs, printing costs, travel costs, time off work, or any other related expenses.

If a refund is approved, your access to the paid programme, paid resources, paid community areas, and related digital materials will be removed permanently. This does not affect access to any free resources that remain publicly or freely available.

11. Digital Content, Immediate Access and Statutory Rights

The Fix is a digital programme. After purchase, you may receive immediate access to digital content, videos, resources, downloads, community areas, and other programme materials.

Where you request and receive immediate access to digital content, you acknowledge that you may lose your statutory 14-day right to cancel once access to the digital content has begun, provided you have given the required consent and acknowledgement at checkout.

The FixGuarantee™ is a separate contractual guarantee offered by us. It is in addition to, and does not affect, any statutory rights that cannot legally be excluded.

Nothing in this Refund Policy affects your statutory rights in relation to digital content that is faulty, not as described, or otherwise supplied in breach of rights that cannot legally be excluded.

12. Online Consultations and Video Calls

Payments made for separate 1:1 online video consultations, whether through Azzurro Physiotherapy or an associated clinician, are not covered by the FixGuarantee™.

Where separate 1:1 consultations are booked, they are subject to the relevant Azzurro Physiotherapy policies, privacy policy, clinical terms, cancellation terms, and consultation terms. These can be found here:

• Azzurro Physiotherapy Privacy Policy
• Azzurro Physiotherapy Terms & Conditions

Unless otherwise stated in the relevant consultation terms, if you need to reschedule a consultation, you should provide at least 48 hours’ notice. If less than 48 hours’ notice is provided, or in the event of a no-show, the consultation slot may be forfeited and you may still be charged.

Complimentary review calls offered as part of the FixGuarantee™ review process are not clinical consultations, do not create a physiotherapist-patient relationship, and are intended to help review programme adherence, progress, symptoms, and appropriate next steps.

13. Free Resources

No refunds are offered for free resources, including The Explanation, free educational videos, free downloads, free community access, or free lead magnets, because no programme fee has been paid for those resources.

14. Limitation of the FixGuarantee™

The FixGuarantee™ applies only to the eligible purchase of The Fix digital programme. It does not guarantee a cure, complete pain relief, return to a specific sport or activity, prevention of recurrence, or avoidance of future treatment.

The FixGuarantee™ does not apply to:

• 1:1 consultations
• External physiotherapy, podiatry, medical, imaging, or healthcare appointments
• Footwear, orthotics, insoles, devices, supplements, equipment, or other products purchased from third parties
• Any costs associated with internet access, app use, printing, travel, time off work, or other indirect expenses
• Any other product, service, consultation, or programme unless explicitly stated in writing

We reserve the right to refuse a refund where we reasonably believe the FixGuarantee™ has been misused, abused, or relied upon in bad faith, or where the eligibility criteria have not been met.

15. Data and Privacy

If you provide information about your symptoms, diagnosis, pain levels, activity, progress, GoldilocksZone™ Tracker data, or other health-related information as part of a refund request, this may constitute Special Category Data under UK GDPR.

We will handle any such information in accordance with our Privacy Policy. We will only request information that is reasonably necessary to assess your refund request, review programme adherence, understand your progress, and protect the FixGuarantee™ from misuse.

By submitting a refund request, you acknowledge that we may review relevant programme activity data, tracker information, support history, and information you provide to assess eligibility under the FixGuarantee™.

16. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes to our products, processes, legal requirements, or business practices.

The latest version will be posted on this page with the updated date shown below.

Any refund request will normally be assessed against the version of the Refund Policy in place at the time of purchase, unless a later version is more favourable to you or unless changes are required by law.

17. Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of England and Wales.

If you are a consumer, you may also have rights under the mandatory laws of the country in which you live.

Any disputes arising out of or in connection with this Refund Policy shall be subject to the courts of England and Wales, except where applicable consumer law gives you the right to bring proceedings elsewhere.

18. Contact

If you have any questions about this Refund Policy or wish to request a refund under the FixGuarantee™, please contact us via: Contact Us.

Azzurro Training Products Ltd
Company Number: 13604521
Creative Industries Centre Wolverhampton Science Park,
Glaisher Drive, Wolverhampton, England, WV10 9TG
Registered in England and Wales.

This version: Last updated May 2026