Customer Support

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  • How do I report a potential bug?

    To report a potential bug, you will need to submit a support ticket with our team and: Describe the issue you are experiencing - if you are seeing any error messages please include a copy of these...

  • I’ve received a faulty product

    You can see our full terms and conditions including information regarding faulty products here.   Should you receive a product that is defective or has a fault, we will happily look into offerin...

  • Can I exchange or return my physical order?

      Unfortunately, BURN cannot exchange or refund any fitness products due to hygiene reasons. For more information about our returns policy, please check our terms of service.   Any returned parc...

  • How can I get further advice regarding nutrition?

    If you're interested in having a personalised nutrition plan developed for you, just select the 'Free Nutrition Consultation' from within your app.

  • Do you offer refunds/returns?

    When you purchase your BURN subscription you also agree to have it automatically renew unless auto-renew is turned off at least 24 hours before the end of the current period. You agree to your acco...

  • How do I cancel my subscription?

    There are three ways to subscribe to BURN: via our website, Apple App Store, or Google Play Store. In order to successfully unsubscribe from the app you will need to use the same method that you ha...

  • How can I subscribe and what payment methods do you accept?

    There are three ways to subscribe to BURN: via our website, Apple App Store, or Google Play Store. Your subscription will give you access to the same content regardless of which method you use. You...

  • Can I substitute/swap meals or ingredients?

    Of course! Customise your meals however you like, the recipes are just there for guidance! Some recipes also include substitute suggestions.

  • Why can I not log into my account?

    If you are having trouble logging into BURN, first ensure you are using the correct email address and password. If you have forgotten your password, find more help here. If your login details are c...

  • What can I do if the app is not working as expected?

    If there is a technical issue preventing you from using the app as expected, there are a few things you can try to resolve the problem - please try the following troubleshooting steps (try relaunch...