in this case
- A customer who paid $8,871 for a health program with a money-back guarantee sees no results and requests a refund.
- The company initially offers only a partial refund, citing compliance issues with the program’s requirements.
- This case examines the fine print of money-back guarantees and whether they are as straightforward as they seem.
After Tara Helman signs up for the Pompa Program, she doesn’t see any results. Now she’s trying to get her money back, but the company only offers a partial refund. Why won’t it honor its money-back guarantee?
Question
I recently signed up for the Pompa Program, which according to its website treats unexplained weight gain, brain fog, and sleep problems with a combination of one-on-one coaching, supplements and webinars. It offered a money-back guarantee.
Should a “money-back guarantee” come with so many conditions? Have you ever tried to get a refund from a wellness or coaching program?
And what do you think about companies that require a confidentiality agreement before issuing a refund?
Let us know what you think in the comments.
I followed the program for the five months required but did not see any results. I submitted a request for my money back.
The company took quite a bit of time to get back to me. They told me they would only give me a partial refund and did not give me reasons why, despite my asking. I sent multiple emails that went unanswered. I even requested to speak to someone in management and have been ignored. I will not accept a partial refund when they offer a money-back guarantee. Can you help me get my $8,871 back? — Tara Hammond, Delray Beach, Fla.
Answer
I’m sorry the program didn’t work for you. The Pompa Program should have addressed your concerns promptly.
It looks like you signed up for a course that includes six health coaching appointments, a dedicated support text and chat, five months of supplements, access to the Pompa community and weekly webinars, and access to something called a “Cellular Solution Portal.” The program has a minimum five-month commitment.
The Pompa Program also offers a money-back guarantee if you do not experience any improvement in your health or do not make progress toward your success goals.
But the guarantee has some fine print. To qualify, you must complete the program within five months, attend all scheduled calls, complete all homework, comply with the diet and supplement recommendations, and complete all questionnaires. Claims for the money-back guarantee must be submitted within 30 days of your graduation from the program. If approved, the refund will be processed within five business days, according to your contract.
Based on your correspondence, you completed the program and requested a full refund within the allotted time. But the company only offered a partial refund of $2,460. It appears that your refund amount is based on factors such as your willingness to make adjustments with the health coach, your health coach meetings, your client care specialist meetings, your compliance with the diet and coach recommendation and supplement usage.
You could have escalated this problem to a manager. You can always do a little research to track down contact information on company executives. I found that email addresses at Pompa Program are firstname@pompaprogram.com. I also have a helpful guide on finding executive contact information.
I contacted the Pompa Program on your behalf. It agreed to issue a full refund, as promised, as long as you sign a confidentiality agreement. You did — but only after telling us that your case had been resolved.
How to get a refund when a program doesn’t work
A step-by-step guide for consumers
1. Document everything
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Save your contract
And all emails, ads, and marketing materials that mention the guarantee.
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Keep a detailed log
Note your participation, your efforts, and your results (or lack thereof).
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Take screenshots
Capture the money-back guarantee from the company’s website.
2. State your case
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Write a brief, polite email
Keep it professional and stick to the facts. Avoid emotional language.
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Be clear and direct
State the problem and your desired resolution (a full refund).
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Attach your proof
Include your log, screenshots, and reference the specific guarantee.
3. Escalate if necessary
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Appeal to a manager
Find executive contacts and send your request up the corporate ladder.
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File a credit card dispute
This is a powerful tool if you paid with a credit card.
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Contact a consumer advocate
If the company still refuses to help, contact a consumer advocate.
