The package was described accurately before your client bought it.

What you delivered wasn't faulty or incomplete.

You already refunded your client.

Your client withdrew the dispute.

Most important: the documents that answer your client's claim. If you have them, please start with these.

Only if you have them: send these only if the situation happened or the record exists, for example if you refunded your client.

Helpful context: documents that support your case, but aren't enough on their own.

Other documents that can help: documents that can help in any dispute.

Your side of the story: a short written explanation in your own words. Please keep it factual, point to the documents you send, and if your client never contacted you before disputing, say so clearly.

Package as advertised: Send how your package was presented when your client bought it: the Everfit package page and any of your own ads, website or posts, dated as close to the purchase as you can.

Coaching delivered for the package (online coaching): Send a dated list or screenshots of what you delivered for this package, in Everfit or by email, matched to what the package included. Titles and dates only.

Session records (booked sessions, online or in person): Send your session records for this package: bookings from Everfit, attendance, call logs or notes showing what you delivered and when. Hide any health details.

Messages with your client: Send messages with your client, in Everfit or elsewhere: when they said they got their plan or were happy with it, when they first raised a concern and your reply, any fix you offered, and any app or technical help you gave. Add notes of any phone calls. Hide any health details.

Client app access log (online coaching): Send a screenshot from Everfit showing when your client got access and when they logged in during the package.

Program content opened or used (online coaching): Send screenshots from Everfit showing which programs, workouts, meal plans, videos and check-ins your client opened or completed, and when. Hide any health details.

Session bookings (booked sessions, online or in person): Send your bookings for this package from Everfit or your booking tool: date, time, type, credits used and any confirmations or reminders sent. Add attendance records too, since a booking alone doesn't show your client came.

Session attendance records (booked sessions, online or in person): Send sign-in sheets, your client's signatures or attendance logs made at the time, showing they attended each session. Only your client's entries. If you checked their photo ID, add the ID type and name, or a copy with the number hidden.

Package and delivery terms: Send what your client was told they'd get and when: the package terms shown at checkout, or the agreement they signed with the sessions and schedule.

Recurring package terms: Send the recurring billing terms your client agreed to, from the Everfit checkout or a contract they signed: price, how often they're charged and auto-renewal.

Cancellation terms: Send your cancellation terms as your client saw them, at checkout or on your own site: how to cancel and when it takes effect.

No cancellation on record: Send a screenshot from Everfit showing your client's package was still active and not canceled before the charge. Check your messages too, in case they asked you to cancel.

Digital use after the alleged cancellation (online coaching): Send screenshots from Everfit showing your client kept using the program after they say they canceled, such as logins (with the device and location where shown), workouts and check-ins, with dates.

Sessions after the alleged cancellation (booked sessions, online or in person): If your client came to sessions after they say they canceled, send the bookings from Everfit or your own tools, call logs or notes from those dates. Hide any health details.

Whether a refund was owed: If no refund was owed, explain which term your client didn't meet and point to the documents that show it. Leave out any health reasons.

Video-call log (online coaching): For video-call sessions, send a screenshot of your call history showing the date, start time and length of each call with your client. Not the recording.

Start date still ahead: If the program or first session hasn't started yet, send a screenshot showing the agreed start date, to show nothing was due yet.

Client's billing controls in the app: Send a screenshot showing how your client could see upcoming charges and cancel in the app themselves.

In-app cancellation and its date: If your client canceled in Everfit, send a screenshot showing who canceled, when, and when it took effect, compared with the charge date.

Refund on the disputed charge: If you refunded this charge before the dispute, in Everfit or another way like a bank transfer, send the refund record showing the date, amount and status. If it's still pending or failed, say so. Hide other transactions.

Replacement service already given: If you already gave your client something in place of what they're disputing, like a different package, extra sessions or more time, send the messages or records that show it. Hide any health details.

Coaching delivered before the charge: If you charge after coaching (for example, at the end of each month for that month's sessions), send your billing terms and a dated record of the coaching you gave before the charge. Hide any health details.

Cancellation terms and refund effect: If your client says canceling entitled them to a refund, send your cancellation terms and what refund or credit they give, if any.

Client's cancellation on record: If your client says canceling entitled them to a refund, send a screenshot from Everfit showing whether and when they canceled, compared with your refund or cancellation window.

Program use under the refund terms (online coaching): Send screenshots from Everfit showing when your client logged in and used the program, including any use after they canceled or asked for a refund.

Sessions and credits used (booked sessions, online or in person): Send the sessions booked and credits used for this package, from Everfit or your own booking, calendar or attendance records (including no-shows), including any after your client canceled or asked for a refund. Hide any health details.

Refund and cancellation clauses in a signed agreement: If your signed agreement has refund or cancellation terms, send those pages and the dated signature page. Hide any health questionnaire answers.

Client account access records (online coaching): Send a screenshot from Everfit showing when your client first got access and the dates they logged in.

Client's use of the program (online coaching): Send screenshots from Everfit showing your client kept using the program, like workouts, meal plans and check-ins, with dates. Hide any health details.

Refund terms: Send your refund terms, from the checkout or your own agreement or website, with the date your client accepted them.

Session notes (booked sessions, online or in person): Send the notes you wrote at each session showing what you covered and when, plus any reminders you sent. Hide any health details.

Refund terms for the recurring package: Send the refund terms for this recurring package, from the checkout or your own agreement, for example that renewals aren't refundable.

Package description: Send how your package was described when your client bought it: the Everfit package page (name, price, what's included, any live sessions) and anything you posted elsewhere, like your website. Use a version from the purchase date if you have one.

Signed coaching agreement: If your client signed a contract, waiver or intake form outside Everfit, send the pages showing the agreed terms, their signature and the date. Hide any health details.

Refund or compensation given before the dispute: If you refunded your client before the dispute, in Everfit or another way, or gave them something in place of what they paid for, send the refund record or the messages that show it. If a refund is still pending or failed, say so. Hide unrelated transactions.

Client withdrew the dispute: If your client has withdrawn the dispute, send their message or proof, like their bank's confirmation email or a screenshot of their statement. You should still submit your other documents. Hide unrelated account details.

File types: PDF, JPG or PNG only.

Size: all your files together must be 4.5 MB or smaller.

Pages: the limit depends on your client's card: 19 pages or fewer for some cards, fewer than 50 for others. We'll let you know the limit for your dispute.

Layout: US Letter or A4 pages in portrait, with text at 12 pt or larger. Please make sure every page is easy to read.

Screenshots: crop them to what matters, and point it out with bold text, callouts or arrows rather than color highlighting.

Audio, video and links: banks don't open these, so please send a screenshot or a short written summary instead.

Privacy: send only the relevant part of a conversation or log, with dates and who took part, and please hide any health details, such as diagnoses or medical history.

Documents can be submitted only once and can't be changed afterward, so please make sure everything you want to include is ready.

Sending sufficient and appropriate documents may increase the chances of winning the dispute, but it does not guarantee it.

We'll help review your documents and submit them to Stripe, and Stripe will forward them to your client's bank. The final decision rests with your client's bank, which reviews your documents and decides the outcome. Neither Everfit nor Stripe decides the dispute outcome.