Cancellation Policy
PersonalHour Order Cancellation Policy
At PersonalHour, we understand that circumstances may change and you may need to cancel an order. Pilates equipment is large, specialized equipment that involves real costs for payment processing, material preparation, handling, packaging, logistics coordination, and in some cases production scheduling. This policy is designed to provide transparency, fairness, and clarity for both our customers and our business.
Start Your Cancellation Request
To begin the cancellation process, please complete our cancellation request form. Submitting the form allows us to collect the cancellation reason and confirm that you have read and understood the cancellation terms before the process begins.
Open Cancellation Request Form
Form link: https://forms.gle/tp1pYnMmaJS2Lh1s5
Important Before You Submit
Certain costs become non-refundable once an order is placed because they are charged to PersonalHour immediately. Please review the fee timeline and cancellation conditions below before submitting your request.
Refunds are only issued after cancellation review and approval.Payment Processing Fees
If the payment has already been processed, credit card processing fees are not refundable. These fees are charged directly by the payment provider and typically represent 2.8% of the transaction amount.
Typical non-refundable fee: 2.8%
Installment Payment Fees
If your order was placed using a third-party installment plan such as Affirm or another financing provider, PersonalHour pays a fee once the order is approved. The 10% installment approval fee is not refundable.
Non-refundable installment fee: 10%
MedPaid / HSA Eligibility Fees
For customers using HSA/FSA eligibility services, the 5% eligibility and assessment fee that PersonalHour pays on your behalf to verify qualification is not refundable.
Non-refundable HSA / assessment fee: 5%
On-Demand or Custom Production Orders
For on-demand, customized, or production-based orders, if production has already started or materials have been prepared, 20% material and preparation costs are not refundable.
Material / production cost: 20%
Cancellation Timeline
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1. Submit the Cancellation Form
Complete the cancellation request form so our team can review the order status, the cancellation reason, and the fees that may already apply.
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2. Review of Order Status
We review whether the payment was processed, whether an installment provider approved the purchase, whether HSA assessment was completed, and whether materials or production were already started.
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3. If Production or Preparation Started
For custom, on-demand, or production orders, material preparation and factory allocation costs may already apply. In those cases, the applicable 20% cost is not refundable.
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4. If the Order Has Shipped
Once an order has shipped or left the warehouse, it cannot be canceled. At that stage, shipping and fulfillment have already been completed. Any post-delivery request would need to follow the Return Policy.
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5. Refund Review and Approval
If the order qualifies for cancellation, the refundable amount will be reviewed after deducting any applicable non-refundable processing, assessment, production, shipping, or handling costs.
Fees and Deductions Overview
| Type | Fee / Deduction | When It Applies |
|---|---|---|
| Credit Card Processing | 2.8% | Once payment has already been processed |
| Installment / Financing Approval | 10% | Once the financing provider approves and processes the order |
| MedPaid / HSA Assessment | 5% | When HSA/FSA eligibility verification has been completed |
| Custom / On-Demand Material Preparation | 20% | If production started or materials were prepared |
| Shipping / Logistics | Varies | If shipping, freight, or logistics costs were already incurred |
| Handling / Packaging / Palletizing | Varies | If the order was prepared for shipment or freight scheduling |
| Orders in Transit | Not cancellable | Once the order has shipped or left the warehouse |
Refund Eligibility
If your order qualifies for a refund after cancellation review, the refundable amount may be reduced by shipping costs, logistics expenses, handling or preparation charges, and payment processing fees already incurred by PersonalHour.
Legal Notice
By placing an order with PersonalHour, you acknowledge and agree to the terms outlined in this Order Cancellation Policy. This policy exists to protect both the customer and PersonalHour from financial losses related to order processing, logistics, and manufacturing. PersonalHour reserves the right to update or modify this policy at any time.
Need Help?
If you have questions or need assistance with a cancellation request, our team is happy to help.
Customer Support:
📩 issue@personalhour.com
Thank you for choosing PersonalHour. We truly appreciate your trust and look forward to providing you with high-quality Pilates equipment and service.
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