Subscription Policy

This Subscription Policy governs all subscription plans offered by MOJO Health including subscriptions arising from a free or discounted trial offer. By accepting a trial offer or initiating a subscription you agree to the terms set out in this Subscription Policy together with our Terms and Conditions, Refund Policy, Return Policy, Cancellation Policy, and Shipping Policy, each of which is incorporated by reference. By completing checkout for a subscription product or accepting a trial offer you confirm that you have read, understood, and agreed to this Subscription Policy in full.

1. Subscription Acceptance
[1.1] A subscription is created at the point a customer completes checkout for a subscription product or accepts a trial offer that transitions into a paid subscription. [1.2] The act of completing checkout constitutes acceptance of these terms which are made available to the customer at the point of purchase. [1.3] Where a payment is authenticated via 3D Secure or equivalent cardholder verification such authentication constitutes additional confirmation of the customer's identity and their agreement to the transaction and all associated subscription terms. [1.4] Where the subscription terms have been disclosed at the point of purchase the customer's failure to read or retain those terms does not in itself constitute grounds for a refund. [1.5] We reserve the right to retain records of checkout consent, payment authentication, IP address, device fingerprint data, session data, and order confirmation for the purposes of dispute resolution and fraud prevention.

2. Trial Offers
[2.1] From time to time promotional offers including free or discounted trial periods may be made available at our discretion. [2.2] Where a trial offer is accepted the customer acknowledges that the trial constitutes a promotional incentive and not a standard purchase and that acceptance of the trial offer constitutes express and informed consent to the full subscription terms disclosed at the point of purchase. [2.3] Promotional trials are provided on the basis that the customer intends to evaluate the product for continued use as a paying subscriber. [2.4] The cost of shipping and handling associated with any trial order is non refundable save where a refund of delivery costs is required by law. Shipping costs represent a fulfilled third party service and are excluded from any refund entitlement to the fullest extent permitted. [2.5] Any trial product for which a dispatch or shipping confirmation has been issued is considered fulfilled and is not eligible for return, refund, or cancellation regardless of whether the item has been opened, consumed, or received by the customer. [2.6] Trial orders are not covered by our standard 30 day return policy under any circumstances. [2.7] The customer expressly acknowledges that no refund or credit shall be issued in respect of any trial order under any circumstances once dispatch confirmation has been issued.

3. Minimum Commitment Period
[3.1] Where a trial period transitions into a paid subscription the customer acknowledges they are entering into a binding subscription agreement that includes a minimum billing period comprising three full price charges after which the subscription continues on a recurring basis until the customer cancels in accordance with the cancellation process set out in our Cancellation Policy. [3.2] No refund, credit, pause, or waiver shall be issued in respect of any charges that fall within the minimum commitment period including where the customer claims non use, dissatisfaction, change of mind, or unawareness of the subscription terms. [3.3] Each charge taken following a trial including the first full price charge and all subsequent recurring charges within the minimum commitment period is considered a fulfilment of the subscription agreement entered into at the point of trial acceptance. [3.4] No charge taken under a subscription originating from a trial offer is eligible for refund, reversal, or credit on grounds of change of mind, dissatisfaction, non use, or unawareness of the subscription terms. [3.5] The customer's decision to cease using the product does not constitute grounds for a refund of any charge already processed. [3.6] Where a subscription has been active and charges have been taken, the existence of those charges confirms the customer's continued participation in and acceptance of the subscription agreement at each billing interval.

4. Billing
[4.1] Subscription charges are processed automatically on the scheduled billing date using the payment method registered at the point of subscription. [4.2] We reserve the right to adjust scheduled renewal billing dates by up to 7 days before or after the stated renewal date for reasons including payment processing requirements, public holidays, system maintenance, or other operational reasons. [4.3] Customers remain responsible for ensuring their payment method is valid and sufficiently funded throughout their subscription period. [4.4] We accept no liability for consequential costs, bank charges, or other losses arising from a failed payment due to insufficient funds or an expired payment method. [4.5] Where a payment fails we reserve the right to retry the charge, suspend the subscription, or recover the outstanding amount through alternative means. [4.6] Where any amount due to us cannot be recovered in full from the customer's payment method due to insufficient funds, payment restrictions, expired card details, partial authorisation, banking limitations, or payment processing errors we reserve the right to recover and retain any partial amount successfully processed or collected. Any unrecovered balance shall remain immediately due and payable by the customer until satisfied in full. [4.7] Subscription pricing is set at the point of subscription and we reserve the right to amend subscription pricing with reasonable notice to the customer. Continued use of the subscription following any price amendment constitutes acceptance of the revised pricing.

5. Cancellation
[5.1] A customer who wishes to avoid future charges must follow the cancellation process set out in our Cancellation Policy before the next scheduled billing date. [5.2] Cancellation requests are only valid when submitted through the designated cancellation process via the customer account portal. [5.3] Cancellation requests made through any other channel including social media, live chat, telephone, email, postal mail, or third party platforms do not constitute a valid cancellation and the customer remains liable for all charges until a valid cancellation is confirmed in writing by us. [5.4] Cancellation of a subscription does not entitle the customer to a refund of any charge already processed including the most recent charge taken immediately prior to the cancellation request being received. [5.5] No refund shall be issued where a subscription charge has been processed and the associated product has been dispatched, regardless of whether the customer has received, opened, or consumed the product.

6. Product Swaps
[6.1] Active subscription customers may request a product swap at any time by contacting us at website@mojohealth.net. [6.2] A product swap does not reset, pause, or otherwise affect the existing billing cycle or minimum commitment period and does not constitute a cancellation. [6.3] The customer remains liable for all charges due under the subscription agreement regardless of whether a product swap has been requested or fulfilled.

7. Modification of Subscription Plans
[7.1] Subscription plans are offered as a convenience and we reserve the right to modify, suspend, or discontinue any subscription plan at any time with reasonable notice. [7.2] Continued use of a subscription following any such modification constitutes acceptance of the revised terms. [7.3] We shall not be liable to you or any third party for any modification, suspension, or discontinuation of subscription services.

8. Account Holder Liability
[8.1] Where a purchase is made using a device, account, or payment method belonging to or accessible by another member of the customer's household the account holder remains solely liable for the purchase and all associated subscription charges. [8.2] It is the account holder's responsibility to ensure that their payment details, account credentials, and devices are kept secure at all times. [8.3] The account holder is responsible for purchases made using their registered payment method, account credentials, or device and we may rely on the use of those details as an indication that the transaction was authorised. [8.4] Where a purchase was made using the account holder's registered payment method, delivery address, or account credentials we reserve the right to treat the transaction as authorised for the purposes of our own records and to submit evidence of this to the relevant payment processor. [8.5] We reserve the right to submit device, IP address, and session data as evidence that the transaction originated from a device or network associated with the account holder's household.

9. Fraud Monitoring and Reporting
[9.1] We actively monitor for patterns consistent with trial abuse, friendly fraud, household fraud, and chargeback fraud including but not limited to repeated trial purchases across multiple accounts, addresses, payment methods, or devices, the disputed authorisation of transactions on the basis that a household member placed the order, the acceptance of a promotional trial offer with no genuine intention of continuing as a paying subscriber, and the initiation of payment disputes or chargebacks following fulfilment of a valid order. [9.2] Household fraud, being the disputed authorisation of a transaction on the basis that another member of the account holder's household placed the order, is considered a form of friendly fraud under these terms. [9.3] Trial fraud, being the acceptance of a promotional trial offer with no genuine intention of continuing as a paying subscriber or with the intention of disputing charges following fulfilment, is similarly considered a form of friendly fraud. [9.4] Chargeback fraud, being the initiation of a payment dispute or reversal in bad faith where a valid subscription agreement, fulfilled order, and dispatch confirmation exists, is considered a serious matter, and where we identify evidence of such fraud we may report the matter to the relevant UK fraud prevention agencies. [9.5] Where any such abuse or fraud is identified we reserve the right to cancel any active subscription without notice, refuse future orders, recover the full retail value of all products dispatched including shipping costs, and report the matter and all associated customer data to Action Fraud, the National Fraud Intelligence Bureau, the Cifas National Fraud Database, and any other relevant UK fraud prevention agencies and law enforcement authorities. [9.6] A report to Cifas may result in a fraud marker being recorded against the customer's details which may affect their ability to obtain credit or financial services in the future. [9.7] Where a pattern of fraud is identified across multiple transactions or accounts linked to the same individual, household, device, or payment method we reserve the right to pursue recovery for all associated transactions collectively and to report all linked accounts and transactions to the relevant authorities. [9.8] The customer acknowledges that we take all forms of fraud seriously and that reports to UK fraud prevention agencies including Action Fraud and Cifas are made where fraudulent activity is identified.

10. Chargebacks and Payment Disputes
[10.1] Where a customer initiates a chargeback, payment dispute, or reversal request with their bank or payment provider without first contacting us directly to resolve the matter we reserve the right to recover the full retail value of all products dispatched including the trial product, any subsequent subscription fulfilments, and all costs incurred in disputing the chargeback. [10.2] We reserve the right to submit to the relevant payment processor or financial institution all available evidence including but not limited to the agreed trial and subscription terms, checkout consent records, order confirmation, dispatch and delivery confirmation, payment history, IP address records, device fingerprint data, and all available communication records. [10.3] The customer acknowledges that initiating a chargeback in bad faith where a valid subscription agreement exists may constitute fraudulent misrepresentation and we reserve the right to pursue recovery through all available legal channels including civil proceedings. [10.4] Where a customer's bank or card issuer initiates a dispute or reversal on the customer's behalf the customer remains personally liable for any amounts owed under the subscription agreement. [10.5] Resolution of a dispute in the customer's favour by a payment provider does not constitute acceptance of that outcome by us and we reserve the right to pursue recovery of those amounts through alternative means.

11. Courtesy Early Cancellation
[11.1] In certain circumstances and entirely at our discretion we may offer a courtesy early cancellation outside of the standard cancellation process. [11.2] Any such courtesy cancellation is a unilateral goodwill gesture and does not constitute a waiver, release, or satisfaction of any charges already processed, accrued, or due under the subscription agreement or minimum commitment period. [11.3] The granting of a courtesy cancellation does not affect, diminish, or extinguish any rights we hold under these terms or at law and all previously collected charges remain valid, authorised, and non refundable. [11.4] Where a customer who has been granted a courtesy cancellation subsequently initiates or maintains a chargeback or payment dispute we reserve the right to withdraw the courtesy cancellation, reinstate the subscription agreement, and pursue recovery of all outstanding minimum commitment charges in full.

12. Indemnity
[12.1] To the fullest extent permitted by applicable law and save in respect of any statutory right the customer may exercise in good faith the customer agrees to indemnify and hold us harmless against all losses, costs, liabilities, and expenses (including the full retail value of all trial and subscription products dispatched, shipping and handling costs, chargeback and representment fees, payment processor penalties, and reasonable legal and administrative costs) arising from or in connection with: (a) the customer's breach of these terms; (b) any chargeback, payment dispute, or reversal initiated in bad faith where a valid trial or subscription agreement, fulfilled order, and dispatch confirmation exists; (c) any fraudulent misrepresentation, trial fraud, household fraud, or chargeback fraud as defined in these terms; and (d) any claim of unauthorised use subsequently shown to relate to a transaction authorised by the account holder or a person permitted to use the account holder's payment method, device, or credentials. [12.2] This indemnity is in addition to and not in substitution for any other right or remedy available to us, survives termination or cancellation of the subscription agreement, and does not apply to the extent that a loss arises from our own negligence or wilful default or from the customer's exercise of a non excludable statutory right. [12.3] Nothing in this clause or these terms operates to exclude or limit the customer's statutory rights under applicable consumer protection legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to the extent such rights cannot lawfully be excluded.

13. Acceptance and Acknowledgement
[13.1] By completing a purchase on this website the customer confirms they have read, understood, and agreed to these terms in full including all subscription and trial conditions. [13.2] The act of completing checkout constitutes acceptance of these terms which are made available to the customer at the point of purchase. [13.3] The customer acknowledges that any trial product dispatched is considered fulfilled and non refundable, that any subsequent charge taken under the resulting subscription within the minimum commitment period is final and non refundable, and that cancellation must be completed through the customer account portal in accordance with the Cancellation Policy.

For any subscription query contact us at website@mojohealth.net. To cancel a subscription log into your customer account portal and complete the cancellation process. Cancellation requests made via email, social media, or any other channel do not constitute valid cancellation.