FREQUENTLY ASKED QUESTIONS

DEETAGE – PERFORMANCE APPAREL, NUTRITION & TRAINING

1. ORDERS, PAYMENTS & TRAINING SUBSCRIPTIONS

CAN I CHANGE OR CANCEL MY PRODUCT ORDER OR TRAINING SUBSCRIPTION AFTER IT HAS BEEN CONFIRMED?
- Physical Product Orders: If you need to make an urgent change to your order, please contact us immediately via WhatsApp at +94 70 304 5555 before your order is processed. Once an order has been processed or handed over to our courier partner, it cannot be modified, cancelled, or recalled.
- Training Subscriptions: Once purchased, Personal Training and Online Training packages are strictly non-refundable, non-transferable, and non-cancellable. Training subscriptions also cannot be paused, frozen, or extended unless an officially approved medical exception supported by valid documentation (e.g., from an SLMC Registered Medical Practitioner) has been submitted and accepted by Deetage Management.
WHAT PAYMENT METHODS DO YOU ACCEPT, AND IS IT SAFE TO PAY THROUGH YOUR WEBSITE?All payments for physical products and training services are securely processed through encrypted third-party payment gateways. We accept major credit and debit cards supported by our payment providers. Depending on your location and checkout options, we may also accept Cash on Delivery (COD) and direct bank transfers. Deetage does not store, process, or retain your full payment card or financial information on its servers.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER OR START MY TRAINING PROGRAMME?
- Physical Products: Orders are generally processed and dispatched within 1–2 business days following successful payment confirmation.
  - Colombo & Suburbs: 2–3 business days
  - Outstation Areas: 3–5 business days
  - International Shipping: 7–14 business days
- Training Services: Within 1–2 business days after payment confirmation, you will receive onboarding details via email or WhatsApp. Your assigned coach will then contact you directly to arrange your consultation, programme setup, and training schedule.
WHAT HAPPENS IF I MISS MY DELIVERY OR A SCHEDULED TRAINING SESSION?
- Product Deliveries: Courier partners may attempt delivery up to two (2) times. If a package is returned due to unsuccessful delivery attempts, additional shipping charges for re-dispatching may apply and must be borne by the customer.
- Personal Training Sessions: We maintain a strict 24-hour cancellation policy for scheduled sessions. If you fail to attend a scheduled session or do not provide prior written notice (via WhatsApp or Email) acknowledged by your assigned coach at least 24 hours in advance, the session will be considered forfeited and cannot be refunded, credited, or rescheduled.

WHAT IS THE DIFFERENCE BETWEEN PERSONAL TRAINING AND ONLINE TRAINING?
- Personal Training: Personal Training includes scheduled one-on-one coaching sessions with a certified Deetage coach conducted at an agreed facility or training location.
- Online Training: Online Training provides flexible remote coaching where your coach delivers customised workout plans, nutrition guidance, video demonstrations, digital check-ins, and progress tracking through online communication platforms such as WhatsApp or email.
CAN I CHOOSE MY COACH?Yes. Customers may request a preferred coach based on availability at the time of subscription. If a requested coach has reached maximum capacity or becomes unavailable, Deetage may assign another qualified coach suited to your goals and training requirements.

DO YOU OFFER CASH REFUNDS FOR RETURNED PRODUCTS OR UNUSED TRAINING SESSIONS?No. We do not provide cash refunds for change-of-mind product returns, unused training sessions, expired training packages, or training subscriptions. Approved eligible physical product returns will be issued as Store Credit only, excluding original shipping fees. Store Credit remains valid for twelve (12) months from the date of issue. Unused training sessions remaining after the package expiration date will automatically expire and cannot be carried forward.
DOES THE PRODUCT OR TRAINING INFORMATION PROVIDED BY DEETAGE CONSTITUTE MEDICAL ADVICE?No. All nutrition guidance, workout plans, supplement information, fitness recommendations, and training content provided by Deetage are intended solely for informational and performance-support purposes. Nothing provided through the Website, coaching services, or products should be interpreted as medical advice, diagnosis, or treatment. Customers are strongly advised to consult a qualified healthcare professional before beginning any exercise programme, dietary plan, or supplement regimen. Training results and physical outcomes may vary between individuals, and Deetage does not guarantee specific results or performance outcomes.

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