Return, Refund & Cancellation Policy

Refund, Cancellation & Return Policy

Sisu Longevity Studio · Effective June 13, 2026

This policy is provided before purchase. By enrolling in a membership or making a purchase, you acknowledge that you have received and reviewed this policy. Questions? Contact us at support@sisulongevitystudio.com or (719) 960-0345.

1. Definitions

To ensure clarity throughout this policy, the following terms have specific meanings:

2. Membership Refunds

2.1 Right to Cancel (Cooling-Off Period)

In accordance with Colorado law (CRS § 6-1-704), you have three (3) business days from the date you sign your membership agreement to cancel for any reason and receive a full refund of all fees paid, including:

• First month’s dues
• Any pre-paid sessions or packages purchased at enrollment

To exercise this right:

• Notify us of your cancellation via email, phone, member portal, or in-person
• Cancellation must be received within the three-business-day window
• Your request will be confirmed in your member account and via email
• Refunds will be processed within 10 business days

Note: If you use any services during the cooling-off period and then cancel, you may be charged the à la carte rate for services used, deducted from your refund.

2.2 Monthly Membership Cancellation

All monthly memberships are month-to-month with no minimum commitment. Cancel anytime — your membership remains active through the end of your current billing period, and you won’t be charged again. No refunds are issued for partial months already paid.

Membership tiers, pricing, and inclusions are defined in the Membership Agreement and Comprehensive Pricing documents. Founder memberships include a 12-month promotional rate period; cancellation or downgrade permanently forfeits the Founder rate.

How to cancel: Email, phone, member portal, in-person, or through the same online method used to enroll (per Colorado SB25-145). All requests are confirmed in your member account with a timestamp and email confirmation.

2.3 Medical Cancellation

We understand that health circumstances can change unexpectedly. If you have a medical condition that prevents you from using Sisu services for an extended period:

Membership Freeze Option (Recommended)

• Freeze your membership for up to 6 months
• No dues charged during freeze period
• $25/month account maintenance fee (waived for military deployment)
• Your membership tier and rate are preserved
• Requires physician documentation or reasonable substitute (see below)

Medical Cancellation Option

• Cancel immediately with pro-rata refund of current month’s unused portion
• Requires documentation stating inability to use services for 90+ days
• May re-enroll at current rates within 12 months

Pro-Rata Refund Calculation for Medical Cancellation:

Refund = (Days Remaining in Billing Cycle ÷ Total Days in Billing Cycle) × Monthly Rate

Example: If your $269/month Elevate membership bills on the 1st of each month, and you submit a qualifying medical cancellation on the 10th (with a 30-day billing cycle): days remaining 20; (20 ÷ 30) × $269 = $179.33 refund.

Acceptable Documentation:

• Letter from licensed physician (MD, DO, NP, or PA)
• Or reasonable substitute documentation such as hospital discharge papers, medical leave documentation from employer, disability determination letters, or other official documentation demonstrating medical limitation
• Must indicate the general nature of limitation (specific diagnosis not required)
• Must indicate expected duration or permanent nature

2.4 Military Deployment & Relocation (SCRA Compliance)

In accordance with the Servicemembers Civil Relief Act (SCRA) and in appreciation of military service:

Active Duty Deployment

• Immediate membership freeze or cancellation upon receipt of orders
• No fees, no penalties, no questions
• Full pro-rata refund of pre-paid amounts (calculated per Section 2.3 method)
• Rate protection: re-enroll at your previous rate within 12 months of return

Permanent Change of Station (PCS)

• Immediate cancellation with no fees
• Pro-rata refund of current month (calculated per Section 2.3 method)
• Applies when new duty station is 50+ miles from our location

Required Documentation: Copy of deployment or PCS orders. We will expedite processing within 48 hours.

2.5 Relocation (Non-Military)

If you permanently relocate more than 30 miles from your address on file at the time of initial membership signup:

• Cancel anytime with immediate effect
• Pro-rata refund of current month’s unused portion (calculated per Section 2.3 method)
• Documentation required (new lease, utility bill, mortgage documents, or similar proof of new permanent address)
• Address change must represent a permanent relocation, not temporary assignment

Note: The 30-mile distance is measured from your original signup address to your new permanent address, not from the studio location.

2.6 Membership Modifications

Upgrading Your Membership

• Effective immediately upon request
• Pro-rata billing adjustment for current month
• New rate applies to next full billing cycle
• 30-day minimum hold: members must remain at the upgraded tier for at least 30 days before becoming eligible to downgrade

Downgrading Your Membership

• Takes effect at next billing cycle (subject to 30-day upgrade hold)
• No refund for current cycle difference
• Founder members: downgrading permanently forfeits the Founder promotional rate; re-enrollment at current published rates only

3. Session Packs & Single-Session Refunds

3.1 Pre-Purchased Session Packs

All session pack purchases are final. No refunds are issued for unused or expired credits. Pack terms, pricing, and expiration schedules are defined in the Comprehensive Pricing document and at point of sale.

3.2 Single Session (À La Carte) Purchases

All single-session purchases are final. No cash refunds are issued.

3.3 Gift Cards & Gift Certificates

Colorado Gift Card Law Compliance. Gift cards and gift certificates issued by Sisu Longevity Studio:

• Do not expire (no expiration date will be imposed)
• No dormancy fees, service fees, or inactivity fees will be charged
• Are redeemable for any services or retail products at Sisu Longevity Studio
• Are not redeemable for cash, except that balances of $5.00 or less will be redeemed for cash upon request (per CRS § 6-1-722)
• Are not replaceable if lost or stolen unless proof of purchase is provided
• Remain valid even if promotional pricing changes

All gift card and gift certificate purchases are final. No cash refunds are issued, whether redeemed or unredeemed. Remaining balances stay on the card.

3.4 Membership Session Allocations

Session allocations, tier details, and pricing are defined in the Membership Agreement and Comprehensive Pricing documents. For purposes of this Refund Policy:

• Included sessions are non-refundable as cash
• Included sessions are non-transferable to other members
• Unused sessions do not roll over to the following month
• Sessions may be converted within the same billing period with staff approval
• One session per modality per day for all tiers
• All membership sessions default to 60 minutes for modalities with duration variants

3.5 Service Quality Concerns

If your experience didn’t meet expectations, contact us within 24 hours. Resolution options include a complimentary follow-up session or credit toward future services.

No cash refunds for completed services unless the service was materially different from what was described (e.g., equipment substitution, significant time reduction without notice, or practitioner scope issues).

Equipment malfunction: If equipment failure interrupts your session, you’ll receive a full session credit automatically — regardless of how much of the session was completed.

3.6 Guest Passes

All guest pass purchases are final. Purchased guest passes do not expire and balances of $5.00 or less are redeemable for cash upon request (per CRS § 6-1-722). Complimentary guest passes have no cash value and are exempt from gift card provisions.

4. Retail Returns & Refunds

4.1 Policy Scope

This retail policy applies only to products purchased directly from Sisu Longevity Studio at our physical location. Products purchased through our affiliate partners (online retailers, supplement companies, equipment manufacturers) are subject to those retailers’ individual return and refund policies. We cannot process returns or refunds for products not purchased directly from us.

4.2 General Return Policy

Returns accepted within 30 days of purchase with proof of purchase.

• Unopened/sealed products: full refund
• Opened consumables (supplements, skincare): no refund unless defective or adverse reaction
• Wearables and wellness devices: full refund if in resalable condition with original packaging; no refund once worn or activated
• Sauna apparel: no returns if worn or hygiene seal broken (health/hygiene). Defective items exchanged for store credit only
• Defective products: return at any time for full refund or replacement, regardless of category

All returns require proof of purchase and original packaging when possible. In-store returns only — we do not accept mail returns.

4.3 Refund Method

• Original payment method: refunds are issued to the original payment method when available
• Processing time: 5-10 business days depending on your bank
• Store credit option: available immediately if preferred
• If original payment method unavailable: refund issued via check within 15 business days

5. Appointment Cancellations & No-Shows

5.1 Cancellation Windows

We understand plans change. To allow us to offer your slot to other members, we ask for at least 24 hours’ notice when you can’t make an appointment. Late cancellations (less than 24 hours before the session) and no-shows are charged a fee equal to the full session value. For members, the reserved session is also forfeited from your monthly allocation; for package holders and à la carte guests, the full session value is charged (no refund or credit return).

For Members (Essential, Elevate, Open Lab, Training Lab Cohort, Sisu Rajaton, Founder):

For Package Holders and À La Carte Guests:

5.2 How to Cancel or Reschedule

• Online: through your member portal or our booking app
• Phone: (719) 960-0345 during business hours
• Text: (719) 960-0345
• Email: support@sisulongevitystudio.com (response within business hours)

Cancellation time is based on when we receive your notice, not when you send it.

5.3 Discretionary Waivers

Life happens. The no-show / late-cancel fee may be waived at Sisu’s discretion for a first occurrence within 90 days of joining or for documented extenuating circumstances. Waivers are not automatic and are not a guaranteed entitlement; each is a deliberate, logged staff decision.

5.4 Excessive No-Shows

We want to ensure availability for all members. If an account shows a pattern of no-shows:

• First occurrence: written warning via email (and possible fee waiver per Section 5.3)
• Second occurrence (within 60 days of first): pre-payment required for future bookings
• Third occurrence (within 90 days of first): 7-day booking suspension

We’ll always reach out to understand what’s happening before taking any action. Sometimes no-shows indicate that our scheduling isn’t working for your life—let’s find a solution together.

5.5 Sisu-Initiated Cancellations

If we cancel your appointment (equipment malfunction, staff emergency, weather, or facility issue):

• Advance notice (24+ hours): full reschedule, priority rebooking
• Same-day cancellation: full reschedule + one complimentary add-on service
• During your visit: full session credit + one complimentary add-on service

No cancellation penalties apply when Sisu initiates the cancellation. We will notify you via email and text.

6. Exceptions & Special Circumstances

6.1 Exception Requests

Life doesn’t always fit neatly into categories. If you have an extraordinary circumstance not covered by this policy (serious illness, death in the family, financial hardship, domestic violence, natural disaster), contact our management team at info@sisulongevitystudio.com. We’ll respond within 2-3 business days. All requests are handled with discretion.

6.2 Organizational Memberships

Corporate, VSO, and Sports Team memberships are governed by separate organizational agreements. Contact your organization or Sisu management for specific terms.

7. How to Request a Refund

7.1 Refund Request Process

Step 1: Gather Information — your account information (name, email, phone), what you’re requesting a refund for, the reason for the request, and any supporting documentation.

Step 2: Submit Your Request

Step 3: Confirmation — all requests are logged in your member account with a timestamp; you’ll receive email confirmation (typically within 24 hours); we’ll communicate our decision and timeline; refunds are processed within the timeframe specified for each type.

Keep your email confirmation for your records. If you don’t receive confirmation within 48 hours, please contact us.

7.2 Refund Processing Times

8. Appeals & Dispute Resolution

8.1 If You Disagree with a Decision

We strive to be fair, but we know we don’t always get it right. If you believe a refund decision was made in error or doesn’t account for important information:

Step 1: Informal Review — contact the manager who made the decision, share any additional information or context. Many issues are resolved at this stage.

Step 2: Formal Appeal — submit a written appeal to studio ownership including the original request, decision received, and why you believe it should be reconsidered. We’ll review and respond within 10 business days.

Step 3: External Options — if you remain unsatisfied, you have the right to file a complaint with the Colorado Attorney General’s Consumer Protection Division, dispute the charge with your credit card company (we’ll cooperate with their investigation), or pursue mediation or other legal remedies available to you.

8.2 Dispute Resolution

Informal Resolution Preferred: we believe most disputes can be resolved through open communication. Before pursuing formal action, we ask that you contact us directly so we can attempt to resolve the matter.

Mediation: for disputes that cannot be resolved informally, either party may request non-binding mediation through a mutually agreed-upon mediator. Mediation costs, if any, will be shared equally unless otherwise agreed.

Legal Rights Preserved: nothing in this policy limits your rights under Colorado or federal law, including your right to file complaints with regulatory agencies or pursue claims in court.

9. Policy Updates & Business Changes

We may update this policy to reflect changes in our services or pricing structure, legal or regulatory requirements, feedback from our community, or operational improvements.

Notification of Changes:

• Material changes: 30 days advance notice via email
• Minor clarifications: updated on website; noted in next member communication
• Legal requirements: implemented as required; communicated promptly

Your Rights: changes apply to future transactions and billing cycles; changes do not apply retroactively to existing disputes; memberships auto-renew until cancelled per Section 2.2.

10. Contact Information

General Inquiries & Refund Requests
Sisu Longevity Studio
10855 Hidden Pool Heights, Suite 140
Colorado Springs, CO 80908
Phone: (719) 960-0345
Email: support@sisulongevitystudio.com

Hours: Monday–Friday 8 AM–8 PM | Saturday 8 AM–6 PM | Sunday 10 AM–6 PM

Management & Appeals: info@sisulongevitystudio.com (response within 1-2 business days)

Membership & Billing: membership@sisulongevitystudio.com — for cancellations, billing questions, freezes, and tier changes.

Quick Reference

Sisu Longevity Studio — Not just years to your life, but life to your years.