Terms & Conditions

VRTO Terms and Conditions

Carroll Performance Health Pty Limited ABN 45 627 592 045

TERMS AND CONDITIONS FOR BUYING PRODUCTS AND USING THE VRTO APP

Welcome to VRTO – your coaching platform for strength, transformation, and self-leadership.

In these terms, we refer to VRTO as “our”, “we” or “us”. And you’re you – the customer, member or visitor engaging with our products and services. “lProducts” refers to any coaching programs, subscriptions, challenges, or digital content offered through the VRTO App or Website.

These terms govern your use of our websites (e.g. VRTOapp.com), VRTO mobile application (the “App”), and any associated services and purchases (“Products”).

By accessing or using our Website or App, you agree to have your personal data, including training history and preferences used exclusively to personalize your VRTO experience. Full details regarding data handling and privacy are available in our Privacy Policy.

PART A: WHEN YOU BUY OR SUBSCRIBE

1. SUBMITTING AN ORDER

When you submit an order for a VRTO product or subscription:

• You must be at least eighteen (18) years old to access or use VRTO’s services. By creating an account or purchasing a plan, you confirm that you meet this age requirement.
  • Note: If we become aware that a user does not meet this requirement, we reserve the right to suspend or terminate access without notice.
• You authorise the use of your payment method for the selected plan
• You understand that your order is binding once confirmed by us

2. ACCOUNTS

You may be required to register an account to access Products. You agree to:

• Provide accurate and updated personal information
• Maintain the confidentiality of your login details
• Acknowledge that we reserve the right to terminate your account without notice if you breach these Terms, engage in fraudulent or abusive behavior, or compromise the integrity or safety of our platform

3. PRODUCTS & APP ACCESS

Your purchase grants access to VRTO’s app-based coaching experience for the selected program duration or so long as your subscription stays active.

By selecting a subscription plan, you agree to the minimum term associated with that plan. After the initial commitment period ends, your subscription will continue on at the same billing frequency, unless cancelled in accordance with the cancellation policy outlined below.

For Paid-in-Full products, your access to VRTO’s coaching experience is granted for the full duration of the selected access period upon upfront payment. These plans auto-renew at the end of each period unless cancelled with at least three (3) days’ notice prior to renewal. Once access begins, no refunds will be issued for unused portions of the access period.

It is your responsibility to manage your subscription status, including any cancellations or changes. We do not provide individual reminders regarding the end of your initial commitment period.

Access to the VRTO App may be suspended in the event of unresolved payment issues, as outlined in Section 4.

You acknowledge:

• You are 18 years or older
• Access is not lifetime (unless explicitly stated)
• Access instructions will be emailed post-purchase

4. PAYMENTS

Currency & Processing

• All prices are in USD unless stated otherwise.
• GST is included where applicable.
• Card surcharges may apply.
• All transactions are processed via Stripe’s payment gateway and are subject to Stripe’s Consumer Terms of Service.
• Payment is due at the time of order.

Upfront Paid Plans: 3- Month and 12-Month

• These plans are paid in full at the time of purchase.
• They renew automatically unless cancelled at least three (3) days prior to renewal.
• Once access begins, these plans are non‑refundable.

Weekly Paid Plans 3- Month and 12-Month

• These plans are billed weekly via direct debit.
• Each plan carries a fixed minimum term commitment: three (3) months for Kickstart and twelve (12) months for Transformation.
• You agree that weekly payments must continue for the full commitment period before cancellation is permitted.

Monthly Paid Plans: 3- Month Minimum

• These plans are billed monthly via direct debit.
• The monthly plan carries a fixed minimum term commitment: three (3) months
• You agree that monthly payments must continue for the full commitment period before cancellation is permitted.

Challenges

• Challenge products are paid in full at the time of purchase for new subscribers
• Challenge for existing active VRTO subscribers may have a add on one off challenge fee applicable
• Access is granted for the challenge’s full duration only.
• Challenges do not auto‑renew or roll over, and cannot be extended beyond the original access period.
• Challenge products are non‑refundable once access begins, except in cases of documented hardship, duplicate or wrongful billing, or system‑related errors.

Payment Responsibility

• You are responsible for maintaining timely payment for all products.
• Failed payments may result in suspension of access until arrears are resolved, as outlined in Section 6.

Failed Payments and Access Suspension

• If a subscription payment fails, we’ll retry your card and contact you to help you resolve it. If unresolved, your access will be paused until payment arrears are resolved.
• IMPORTANT: While access is suspended your subscription will remain active and charges will continue to accrue.
• If your account remains unpaid and unresponsive for an extended period, we may refer your balance to a collections partner. (This is rare, and we’ll always give you notice and a chance to resolve things first.)
• If you’re experiencing financial hardship, please contact us. We may offer temporary relief, payment plans, or partial forgiveness at our discretion.

5. PROMOTIONS & SUBSCRIPTIONS

We may offer:

• Gift cards: redeemable via our checkout system
• Vouchers/discount codes: non-transferable and not redeemable for cash
• Promotions: may apply to specific products or terms; we reserve the right to modify or end promotions without notice

6. CANCELLATIONS, PAUSES & RETURNS

Cooling‑Off Period

All plans include a five (5) day cooling‑off period. During this time, you may cancel for a full refund. After the cooling‑off period, plans are non‑refundable and non‑cancellable, except in cases of documented hardship, duplicate or wrongful billing, or system‑related errors.

Commitment

Monthly, Kickstart (3‑month) and Transformation (12‑month) plans are all subject to a fixed minimum term commitment, regardless of billing frequency.

Weekly‑Billed PlansIf billed weekly, you agree that weekly payments must continue for the full 3‑month or 12‑month term. Cancellation is only available once the minimum term has been completed, with at least three (3) days’ notice prior to your next billing date.After the initial commitment period ends, weekly‑billed plans automatically roll over into an ongoing weekly subscription with no further fixed term. These may be cancelled at any time with at least three (3) days’ notice.Monthly‑Billed PlansIf billed monthly, you agree that monthly payments must continue for a minimum 3‑month term Cancellation is only available once the minimum term has been completed, with at least three (3) days’ notice prior to your next billing date.After the initial commitment period ends, monthly‑billed plans automatically roll over into an ongoing monthly subscription with no further fixed term. These may be cancelled at any time with at least three (3) days’ notice.

Upfront PlansIf you pay upfront for a 3‑month or 12‑month term, your plan will automatically renew at the end of the term by charging the full upfront amount for a new 3‑month or 12‑month commitment period.Each renewal creates a new fixed‑term commitment that is non‑refundable and non‑cancellable outside of the cooling‑off period or the exceptions listed above (hardship, duplicate/wrongful billing, or system‑related errors).To avoid renewal, you must cancel with at least three (3) days’ notice prior to your renewal date.

Challenges

Challenge products are non‑refundable once access begins, except in cases of documented hardship, duplicate or wrongful billing, or system‑related errors. Because Challenges are paid in full and fixed‑term, they cannot be paused, cancelled, or rolled over.

Cancellation Requests

All cancellation requests must be submitted via your account settings or by contacting support. The effective cancellation date is determined by the time of receipt.

Returns/Refunds

No refunds for change of mind. Refunds may apply if:

• You purchased this product within the previous 5 days
• The product wasn't delivered
• The product was faulty or materially different
• A technical issue prevented access and is not resolved within 5 business days

Hardship‑based refunds may be considered with supporting documentation at our discretion.

Pausing Subscriptions

12‑month Transformation plans: may be paused for up to eight (8) consecutive weeks. 3‑month Kickstart plans and Monthly plans: may be paused for up to two (2) consecutive weeks.

Conditions

• Pausing does not extend or shorten your minimum term commitment.
• A minimum of three (3) days’ notice is required for processing. Pause requests submitted with insufficient notice may not take effect until the following billing cycle.
• VRTO does not offer prorated pauses. For example, a pause requested mid‑cycle will be applied at the start of the next billing period.

Exceptional Circumstances

Additional pause time may be granted in exceptional cases—such as pregnancy, serious injury, or illness—upon request and at VRTO’s sole discretion.

Administrative Fees

VRTO reserves the right to charge a nominal administrative fee for extended or repeated pauses beyond the standard allowance.

Returns/Refunds:

No refunds for change of mind. Refunds may apply if:

• You purchased this product within the previous 5 days
• The product wasn't delivered
• The product was faulty or materially different
• A technical issue prevented access and is not resolved within 5 business days

Hardship-based refunds may be considered with supporting documentation at our discretion.

PART B: WHEN YOU BROWSE OR INTERACT

7. INTELLECTUAL PROPERTY

All content on the VRTO App and Website (including programs, training videos, education, and brand assets) are protected by intellectual property laws. You may not copy, reproduce, distribute or commercialise without permission.

8. USER REVIEWS & FEEDBACK

You may leave reviews or testimonials if you:

• Only comment on your own experience and provide honest, non-offensive feedback
• Do not engage in abusive, fraudulent, or misleading behavior on the App or in connection with VRTO challenges
• Understand that we reserve the right to disqualify participants or remove content that violates these standards

9. IMAGE USE AND CHALLENGE PARTICIPATION

To be eligible to win any VRTO Challenge (including the CMC Challenge), you must consent to the use of your submitted images—including progress photos—for marketing and promotional purposes.

All physique photos must clearly show your face. Blurred, obscured, or cropped images may be disqualified due to verification requirements and the risk of fraudulent submissions, including AI-generated or third-party likenesses.

Note: This does not apply to progress photos or personal data submitted privately within the app, which remain confidential and owned by you.

10. THIRD PARTY SERVICES

We may rely on external suppliers for:

• App hosting and development
• Payment processing
• Customer support

We’re not liable for any third-party service disruptions unless required by law.

PART C: LIABILITY & DISCLAIMERS

11. NO MEDICAL OR PROFESSIONAL ADVICE

VRTO provides training, nutrition, and mindset coaching content for general informational and educational purposes only. Results from training and nutrition programs may vary based on individual adherence, effort, and personal circumstances.

We do not provide medical advice, and nothing in our Products should be relied upon as a substitute for professional diagnosis or treatment.

Always consult with your physician or qualified health provider regarding any medical conditions, injuries, or concerns before starting any fitness or nutrition program.

12. LIABILITY LIMITATION

To the maximum extent permitted by law:

• We exclude all liability for loss or damage arising out of your use of our Products or reliance on content
• VRTO’s total liability under these Terms—whether in contract, or otherwise—will not exceed the total amount paid by you to VRTO over the lifetime of your account

PART D: CHALLENGE TERMS

13. CHALLENGE

13.1 What’s Included

When you purchase the Challenge, you get immediate VRTO App access to:

• the full 8-week Challenge training program
• a bonus 2-week bridging program, available if you join before your Challenge starts
• exclusive Challenge recipes and nutrition content
• exclusive Challenge education
• the Challenge community tribe

13.2 Joining After the Challenge Starts

You can join the Challenge up to seven (7) days after it starts. Late joiners still receive the full 8-week training program. However, the access period in Section 13.3 is not extended, and runs from the Challenge start date rather than the date you join.

To be eligible for prizes, you must submit your starting photos within three (3) days of the Challenge starting, as set out in Section 13.6. If you join more than three (3) days after the Challenge starts, you can still complete the Challenge but will not be eligible for prizes.

13.3 Access Period

All Challenge participants have ten (10) weeks’ access, starting from the start date of their Challenge, to complete the 8-week training program. The additional two weeks are there to allow for injury, illness or time away.

At the end of the 10-week access period, your access to the Challenge training program will end unless you hold an active VRTO subscription. If you do, you’ll keep access to the Challenge training program for as long as your subscription remains active.

Challenges cannot be paused, extended or rolled over.

13.4 Refunds

The Challenge is a digital product. The full training program, recipes, education and exclusive Challenge content are available to you immediately on purchase. For that reason, all Challenge purchases are final and non-refundable once purchased, including for change of mind. The five (5) day cooling-off period in Section 6 does not apply to Challenge products.

Refunds may be considered only in the following limited circumstances:

• Technical issues: You experience significant difficulty accessing the Challenge, and our team cannot resolve the issue within five (5) business days of you reporting it. You’ll need to provide screenshots or other evidence.
• Duplicate purchase: You accidentally purchase the same Challenge twice, and you notify us within seven (7) days of the duplicate purchase.
• Product mismatch: The Challenge is significantly different from what was advertised, and you notify us within seven (7) days of purchase.

Refund requests must be sent to support@VRTOapp.com.

Nothing in these Terms excludes, restricts or modifies any rights you have under the Australian Consumer Law.

13.5 Leaving the Challenge

You can choose to leave the Challenge before it’s finished through the VRTO App. Leaving the Challenge is permanent and cannot be undone. Once you leave:

• you cannot re-enter the Challenge or regain access to the Challenge training program or Challenge content
• you will lose access to all Challenge content, including the training program, recipes, education and the Challenge community tribe
• you will no longer be eligible for Challenge prizes
• you will not be entitled to a refund

By choosing to leave, you confirm that you understand and accept these outcomes. Leaving the Challenge does not cancel any separate VRTO subscription you hold.

13.6 Prize Eligibility

To be eligible for Challenge prizes, you must:

• take your starting photos either the day before your Challenge starts or within the first three (3) days of it starting
• take your finishing photos within three (3) days of your Challenge finishing
• include front, side and back photos in each set, with your face clearly visible as required by Section 9
• submit all photos through the progress photo section of the VRTO App, because photos sent by email, social media or any other channel will not be accepted
• consent to your submitted images being used for VRTO marketing and promotional purposes, as set out in Section 9

AI and image screening: All submitted images are screened for AI generation, digital alteration and third-party likenesses. Any image found to be AI-generated, altered or not of you will result in disqualification. VRTO’s decision on eligibility is final.

13.7 Prizes and Judging

Prize: Unless otherwise stated for a particular Challenge, the prize is $2,000 USD for the best transformation.

Judging: Winners will be judged by Mark Carroll and Lauren Simpson within two (2) weeks of the Challenge finishing. Entries will be assessed on the overall transformation, considering:

• the amount of progress made toward your goal, whether a cut or a build
• changes in weight and body measurements
• visual change shown in your progress photos
• strength gains throughout the program
• the overall impact of your transformation

Judging is at the sole discretion of Mark Carroll and Lauren Simpson, and their decision is final. No correspondence will be entered into regarding the outcome.

Notification: Winners will be notified by email. If a winner does not respond within fourteen (14) days, VRTO may select an alternative winner.

Payment: Prizes will be paid by bank transfer to an account nominated by the winner.

Need Help?

Email our support team: support@vrtoapp.com