WHAT IS TV.FIT?

TV.FIT is a streaming service and app that allows our customers to watch online via my.tv.fit and on our app downloadable on the Apple App Store or on Google Play. You can enjoy viewing a range of content, suitable for everyone in your household.

HOW MUCH DOES A TV.FIT SUBSCRIPTION COST?

For your monthly payment you will receive unlimited access to the following:
● Over 150 workouts
● Quick & easy cancellation
● Unlimited access
● All abilities
● Exclusive workouts
Don’t worry, there are no hidden costs at TV.FIT. The full price at checkout includes full access and VAT. We recommend you read the Terms and Conditions, which includes your cancellation policy and charges involved with our recurring service. Our monthly charge is £7.99/$9.99, annually is £80/$99.

WHO IS STRIPE?

STRIPE is our trusted partner that manages our web ecommerce payments. They are a reputable expert solution in this field and will ensure all personal information you provide is safe and secure. To find out more about STRIPE, please visit www.stripe.com

WHO IS SUPAPASS?

SUPAPASS is our trusted partner that runs the underlying technology for this app and website. They are a reputable expert solution in this field and will ensure all personal information you provide is safe and secure according to their Terms and Privacy Policy: https://www.supapass.app/user-terms. To find out more about SUPAPASS, please visit https://supapass.com

SUBSCRIPTION DETAILS

To check your subscription details, please log into your account. Here you will be able to find the subscription type and when your next instalment is due. If you signed up through the App Store or the Google Play Store, your subscription details will be available with the relevant provider. Please note by default all subscriptions work on a recurring basis and you will automatically be billed upon the next instalment unless you have formally cancelled before the next payment period.
If you haven’t signed up yet, we appreciate your interest! With a monthly subscription, you will get access to:
● Over 150 workouts
● Quick & easy cancellation
● Unlimited access
● All abilities
● Exclusive workouts

Follow these easy steps to start watching TV.FIT today:
1. Click ‘Subscribe’ on the homepage, or go to https://my.tv.fit/subscribe/premium
2. Pick a subscription, enter your email and password for your new account
3. Click “register and subscribe”
4. Enter your card details and submit the payment.
5. Download the app on your Smart Phone or Tablet or visit https://my.tv.fit/video to access the videos!

DO I HAVE TO RENEW MY SUBSCRIPTION EVERY MONTH?

The monthly subscription is renewed automatically every month until you cancel. In order to stop the auto-renewal for next month, the user has to cancel the subscription prior the next billing date. The next billing date refers to the date when the auto-renewal will happen. For example, if you sign up for a monthly subscription on the 7th of November then auto-renewal will happen on the 7th of December. If you want to stop the auto-renewal, you will need to cancel before 7th December. Please note that orders in progress cannot be cancelled.

WHERE CAN I ACCESS THE CONTENT?

TV.FIT is a streaming service that allows our customers to watch online via my.tv.fit and on our downloadable app. You can enjoy viewing your content on iOS, Android, PC and Mac device via popular web browsers, such as Chrome and Safari.

DO YOU TELL ME WHAT TO EAT?

There is no accompanying meal plan.

HOW OFTEN DO I GET TO SEE NEW CONTENT?

We will make sure that you’ll get the most out of your subscription! New content will be released periodically. To check the most up-to-date schedule, please check the TV.FIT app.

WHAT BROWSER SHOULD I VIEW ON?

For the best viewing experience, we recommend using the latest version of Google Chrome, Mozilla Firefox and Safari on your Desktop, PC or Mac. Please note that if you are using Internet Explorer, Edge is recommended since Internet Explorer is being phased out of the marketplace. For the best viewing experience on your mobile device, please use the TV.FIT Apps, available for download on the Apple App Store and the Google Play Store.

THE VIDEO OR STREAM QUALITY IS BAD, WHAT CAN I DO?

We recommend viewing from a good connection with a download bandwidth of at least 700Kbps. To view HD you will need to have higher download speeds.
As a general rule your download bandwidth must be greater than the bitrate of the event broadcast you’re trying to view.
Please note: the first few seconds of the video is often lower resolution whilst our automatic system detects your connection speed, so it can send you the video at the best quality for your connection speed, to aim to give you a seamless streaming experience without buffering. It’s worth letting the video run for a minute before judging the video quality, whilst it calculates this for you.
Control your internet connection; If you continue to see a problem, try reloading the page a few times or see if you can access the video from another browser and/or device. You may also try to clear your browser’s cache and cookies.
If the issue continues please don’t hesitate to contact our friendly support team by email customerservice@tv.fit.

HOW DO I UPDATE MY PAYMENT METHOD?

If you wish to update or remove your payment method and you signed up for a subscription on the desktop site, you can do it anytime by following these simple steps:
1. Go to Tech Support: https://my.tv.fit/support
2. Submit a query, with the title ‘update payment method’
If you wish to update or remove your payment method and you signed up for a subscription on the Apple App Store or the Google Play Store, you can amend your details within your Apple/Google Play account.

WHY HASN’T MY SUBSCRIPTION RENEWED?

By default, all subscriptions are renewed automatically. However, sometimes you may notice your subscription plan wasn’t renewed automatically.
There are two main reasons for a failed renewal:
1. Your bank doesn’t accept the transaction due to its own policies. Please contact your bank directly to obtain more information.
2. Your credit card has expired or had insufficient funds. To update your card details contact Tech Support: https://my.tv.fit/support
** After 48 hours without action from your side, the auto-renewal won’t be possible anymore and your subscription will be automatically cancelled. You will need to subscribe again to start a new subscription cycle.

HOW DO I CANCEL MY SUBSCRIPTION?

If you wish to cancel your subscription, and you subscribed on the desktop site, you can do it anytime by following the below easy steps:
1. Go to Tech Support: https://my.tv.fit/support
2. Submit a query, with the title ‘cancel my subscription’, and include your account email address.
Don’t worry! You will continue to enjoy content access through the purchased period, please keep your cancellation receipt for your records. Please note that if you do not cancel your subscription before the next instalment is due you will be charged for the entirety of that period.
If you wish to cancel your subscription, and you subscribed on the Apple App Store or the Google Play Store, please follow the Apple/Google Play Store instructions on cancelling a subscription:
https://support.apple.com/en-us/HT202039
https://support.google.com/googleplay/answer/7018481?co=GENIE.Platform%3DAndroid&hl=en

HOW DO I CANCEL MY ACCOUNT?

If you wish to cancel your account, and you subscribed on the desktop site, you can do it anytime by following the below easy steps:
3. Go to Tech Support: https://my.tv.fit/support
4. Submit a query, with the title ‘cancel my account ’, and include your account email address.

HOW DO I USE MY PROMO-CODE/VOUCHER?

Congratulations on receiving a promo code! Please follow below steps to redeem your discount:
1. Click ‘Subscribe’, or go to https://my.tv.fit/subscribe/premium
2. Pick a subscription price plan, and click “Have a coupon” under the subscription plan.
3. Enter the coupon in the box and click “Check”
4. Enter your email and password for your new account
5. Click “register and subscribe”
6. Enter your card details and submit the payment to complete the purchase.
7. Download the app on your Smart Phone or Tablet or visit https://my.tv.fit/video to access the videos!
8.
Please note that your coupon/voucher may be restricted to specific price plans, so double check that you are applying it to the correct plan option. Also, coupons cannot be used on existing subscriptions.

MY PAYMENT IS REJECTED, WHAT CAN I DO?

If you have registered, but your payment didn’t go through and was rejected by the bank, please do the following:
1. Double-check if you filled in the correct billing details, including expiration date or your CVC code.
2. If your data is correct, you might need to contact your bank asking for more details. Due to privacy policy we don’t receive any details on the reason of this rejection from the banks. You can find their contact details at the back of your card.
3. To get access immediately – you can try using another payment method.
When you pay with a Credit Card, our system asks authorization from your bank. In some cases a bank refuses the payment. This can have multiple reasons, however the bank does not inform us about the exact reason to respect your privacy. So we are unable to give you specific information. Please contact your bank for any details and status of your account in case this happens to you.
In some rare cases a credit card payment is blocked due to our fraud filters.

WHERE CAN I CHANGE MY PASSWORD?

There are some restrictions to make sure that your password is secure. If you wish to change your password, you can do it anytime by following these simple steps:
1. Visit https://my.tv.fit/reset-password
2. Enter your email address and click “password reset”
3. Check your email to follow the link and on screen instructions.
Please be sure to check your spam and junk folders as sometimes the email can end up there.

In case you are able to log in, and just wish to update your password, please follow these instructions:
1. Log in to your account at my.tv.fit and click on ‘Profile Settings’ or visit https://my.tv.fit/settings/profile
2. Enter your current password and confirm your new password
*Once you have entered (and confirmed) your new password, press the “Change Your Password” button. You’re all set!

REFUND REQUEST

Please note that all subscriptions auto-renew unless cancelled prior to the next payment is due. We don’t process pro-rated refunds so if you cancel within the subscription period, you’ll still have access until the date you paid for.
Refunds will only be granted in the following cases:
1. A viewer made double/multiple purchases using the same registration/login data. If you paid double, please open a ticket and attach both of your receipts and a screenshot of your bank statement showing the two payments you received after the purchase. We will refund the second purchase within 48 hours. You will see the refund reflected on your bank statement within 5-10 business days.
2. An advertised content was cancelled. The video on-demand was removed by the Broadcaster.
3. More than 80% of the content had streaming issues (no sound, or poor sound & video quality).

STILL HAVE A QUESTION?

We hope the FAQ’s helped to find the answer you were looking for. If you still have a question, please reach out to our friendly Customer Success Specialists by email (customerservice@tv.fit). If contacting by email please be sure to include the information below.
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