Performance Diet. Return Policy

Our weight loss program is known for its no-hype straight-talking attitude. We carry that attitude into all of our policies including our return process.

To support customer informed choice our full return policy information is linked and posted predominantly on our web sites on each Buy Now page. For all returns we agree to:

c.) provide prompt email support (usually one business day or less) until you are successful or have reached your 5 year mark from the date of program purchase and,

d.) to allow you to keep our three ebooks as a gift (a $50 value) even if you return the product in accordance with the return policies below and have given the product a good faith 60 day trial.

Twenty years of helping people lose weight has taught us that if you put in the time and committed effort with our high tech tools, you will see results! Therefore to provide a fair chance for both your success and to demonstrate the honest effectiveness of our program, we also base our return policy on the mutual commitment from all purchasers to try the program for at least 60 days and then evaluate their results. During the 60 days it is also understood that as necessary you will use our graphic interactive Help and web site materials to learn the features of the program and, if you run into a problem, you will give us a fair chance to find the cause and fix it.

If you are not ready at this time to make the good faith, fair chance for success 60 day commitment to your diet’s success, we do offer free trials on our products. You can use them until you are more confident in us, our products and you are willing to make a minimal 60 day commitment. If you are not willing to make this 60 day commitment and give our program a fair chance for success, we would rather have you not start our program at this time!

a.) when coupled with your sincere effort, it honestly takes at least 60 days to experience the many improvements our weight loss and wellness program can deliver,

b.) there is a learning curve whenever any new technology or new materials are presented, and,

c.) we want to have an fair chance to let our system work to support your success. (It has been discovered that a significant number of individuals who ask to return legitimate weight loss products do so not because of any product defect, but because they simply have given up their diet. The two biggest reasons people give up their diet programs are impatience and unrealistic expectations regarding the time, effort and results of a safe and lasting weight loss process. These unrealistic expectations cause dieters to prematurely quit legitimate programs that would have delivered honest results had they not quit. Research has also conclusively shown that changing eating habits and losing and keeping weight off is truly one of the most difficult areas to improve. Unrealistic time, result and effort expectations (due significantly to the plethora of false and exaggerated weight loss claims inundating the popular media) make this process far more difficult.)

Our weight loss program is known for its straight-talking attitude. We carry that attitude into all of our policies including our return process. To support customer informed choice our full return policy information is linked and posted predominantly on our web sites on each Buy Now page.

Twenty years of helping people lose weight has taught us that successful, lasting and safe weight loss is tough and time consuming and, that if you put in the time and committed effort with our high tech tools, you will see results! Therefore to provide a fair chance for both your success and to demonstrate the honest effectiveness of our program, we also base our return policy on the mutual commitment from all purchasers to try the full program for at least 60 days and then evaluate their results. During the 60 days it is also understood that as necessary you will read, understand and use our extensive Help and web site materials to learn the features and key process steps of the program and, if you run into a technical problem or question, you will contact us immediately and give us a fair chance to answer the question or if it is a technical problem, find the cause and fix it.

If you are not ready at this time to make this good faith, fair chance for success 60 day commitment to your diet’s success, we do offer free trials on our products. You can use them until you are more confident in us, our products and you are willing to make a minimal 60 day commitment. If you are not willing to make this 60 day commitment and give our program a fair chance for success, we would rather have you not start our program at this time!

a.) when coupled with your sincere effort, it honestly takes at least 60 days to experience the many improvements our weight loss and wellness program can deliver,

b.) there is a learning curve whenever any new technology or new materials are presented particularly so with our cutting edge nutrition, motivation, habit building and exercise systems, and,

Our return policy is similar to the traditional brick and mortar return process with a few exceptions relevant to our industry, special promotions related to your purchase such as our Weight Loss Support Buddy programs and, the nature of your product delivery. Our return policy is a good faith understanding and term agreement between each product purchaser and HealthKeeper Inc. If you follow the specified return procedures and your refund request is in accordance with our refund terms (see below), be assured your refund will be made quickly.

1.) We offer a 90 day return policy. It is 3 times longer than that of almost all of our competitors.

2.) For downloaded versions, you must permanently remove all copies of the software from all computers upon which it was previously installed and attest with your signature that you have destroyed any and all back up copies of the software that you may have created. Please note we refund the cost of the software, but not any of the shipping costs added to the software price to ship the software to you.

3.) If you have received the product on CD, you will need to return the CD in the same condition and CD case it was received via registered mail postmarked within 90 days of the date of purchase. You must permanently remove all copies of the software from all computers upon which it was installed and, attest with your signature that you have destroyed any and all back up copies of the software that you may have created.

4.) For bundled versions where your received both the download and CD, you must follow both the download destruction and CD return procedures stated above.

5.) You will need to tell us the specific reason(s) for your return. It is important to understand the exact reason(s) you are unhappy and why we were unable to help you be successful. From this information we will correct our product or services. (In the future if you feel that we have fully handled any applicable reasons for your return, you may want to repurchase our products.)

6.) You will need to request a Return Merchandise Authorization (RMA) number and use the Return/Refund Request Form below to process your return request. The (RMA) number must be entered in the Return/Refund Request Form on the subject line of all your refund related you email to us as well as written on the outside of any returned product you send to us through the mail. The reason for the RMA number is so we can track your return request as it arrives and throughout the return/refund process should you have a question. To insure an accurate record of all of your return correspondence, all RMA number requests, return questions or refund tracking requests are handled only through email. We reply quickly to all email return requests (usually within 2-3 business days.) Unfortunately, this means that we are not able to return phone messages regarding returns. Please send your return related requests or forms to support@healthkeeper.com .

7.) We refund only the full cost of the product not the shipping costs and you will have to have used the product for at least a good faith 60 days to submit your return request form. Unless there is a serious technical problem preventing you from using the product that we have not been able to resolve using our bug report system. (See introduction above for all the reasons for our good faith policy.)

If you return the product before the end of the 60 day good faith trial period and there is not a serious technical problem preventing you from using the product that we have not been able to resolve, you cannot keep the 3 bonus ebooks (a $50 value) and there is $7.95 shipping costs and administrative fee for processing your return request. You do get to keep the 3 ebooks if your return request is made after the 60 day trial period.

This is a self managed program. You supply the effort and time needed. You make regular program adjustments using our self managing progress tracking and progress adjusting tools.

We give you cutting edge tools and information, but you must read, understand and use most of the tools and information provided for at least 60 days to see significant results. The 60 day good faith commitment implies that you actually used the program at least 2 to 3 times per week. If you do not use self manage and actually do the program regularly for 60 days as it has been provided, it would not a good faith effort on your part. It would be unfair to ask us for a refund as nothing we did or anything relating to our product was the reason the program has not worked for you.

8.) Only if you shared your program with a weight loss support buddy as authorized and stated in the registered users support materials, the buddy with whom you shared the program must pay either the full price for the program to us or send in the completed return policy below. And,

Pre-Step 1. If you would like to return a product for a refund, you will need to first email us at support@healthkeeper.com so we can issue you a Return Merchandise Authorization (RMA) number. The reason for the RMA number is so we can easily and quickly track your return request as it arrives and throughout the refund process should you have a question later.

Pre-Step 2. After you have received your Return Merchandise Authorization (RMA) number and return form, copy this form into your email program or word processor. All applicable requested information in the form below must be filled in to process your refund and avoid delays!

Once you have copied the form below into your email program or word processor then type in your answers between the parentheses. When the form is complete email it back to us at support@healthkeeper.com

Your Return Merchandise Authorization (RMA) number ( ) (The one we sent to you after you contacted us requesting a refund. We cannot process a return without this number! To insure proper and swift processing of your refund request, your RMA number must be listed on the subject line of all email correspondence related to your refund. Your RMA number is also your refund process and progress tracking number. )

(                       ) (name)
(                       ) (address)
(                       ) (city, zip and country)
(                       ) (phone day)
(                       ) (phone night)
(                       ) (e-mail)
(                       ) (Fax)
(                       ) (software unlock code)

b.) I paid ( ) (amount) for either the ( ) (check which) HealthKeeper Performance Diet Pro version or for the ( ) (check which) Health-RunR Performance Diet Basic version on ( ) (date of purchase.) This amount above should be only the cost of the program excluding any shipping charges. We do not refund any shipping costs as stated in the refund terms above.

c.) I used the following payment method for my purchase: credit card ( ) (which credit card) ( ) check ( ) cash ( ) money order ( ).

d.) I received the product as ( ) (check which) a download only ( ) a CD only or ( ) a download and CD bundle.

e. ) I have a diet buddy that I have shared your program with as authorized in the registered users support materials. ( ) Yes, ( ) No.

We are retailing the HealthKeeper Performance Diet program at over 1200 web stores. They all provide electronic receipts on screen at the time of purchase and another copy via email. Look at the receipt you were emailed for the name of the company that will appear on your credit card. Enter the order or receipt number in the proper spaces below.

If you purchased this directly through RegSoft, you must enter their your order # or purchase receipt # here ( )

If you purchased this directly through Digital River, you must enter their your order # or purchase receipt # here ( )

If you purchased this directly from HealthKeeper Inc., you must enter their order # or purchase receipt # here ( )

If you purchased from an off-line retail store, you will need to scan in and attach a copy of your receipt. ( )

I ( ) (your name typed here) attest that I have permanently removed all copies of the HealthKeeper Performance Diet program and passwords from all computers upon which it was previously installed. (De-installing instructions are at the end of this letter.) And I also attest I have destroyed any and all back up copies of the program, passwords or other Performance Diet program related materials that I may have created from the HealthKeeper and Performance Diet web sites. Your typing in your name here in this email form is the legal equivalent of your signature.

You will need to return the CD postmarked within 90 days of purchase in the same condition and CD jewel case it was received. (CDs may not be destroyed.) You will need to complete the following.

I ( ) (your name typed here) attest that I have permanently removed all copies of the HealthKeeper Performance Diet program and passwords from all computers upon which it was previously installed. (De-installing instructions are at the end of this letter.) And I also attest I have destroyed any and all back up copies of the program, passwords or other Performance Diet program related materials that I may have created from the HealthKeeper and Performance Diet websites.. Your typing in your name here in this email form is the legal equivalent of your signature.

Next, Via registered mail send the CD to be returned to the location you have been advised to return it to or:

HealthKeeper Inc.
P O Box 1304, Ignacio, CO 81137, USA
Attention: Returns Department

Registered mail documents and allows you to know for certain we have received your return and you will be re-credited.

c.) If you have received a bundled versions where your received both the download and CD, you must follow both the download destruction and CD return procedures above.

To answer the following questions, place a ( X ) or type in between the parentheses. From your answers we will understand the exact reason(s) you are unhappy and are return the product and, why we were unable to help you be successful. From this information we will correct our product or services.

(    ) dieting/appearance
(    ) fitness/competitive sports performance
(    ) diabetes management assistance
(    ) heart disease management
(    ) hypoglycemia management
(    ) cancer management
(    ) other disease management
(    ) low glycemic dieting
(    ) body building
(    ) pregnancy support
(    ) nutrition and eating improvement
(    ) health rehabilitation or recovery
(    ) health maximization/peak wellness
(    ) professional practice
(    ) research
(    ) preventative healthcare
(    ) lowering health costs
(    ) other (please specify:                                                        )

2. If you did use the free trial before purchasing, (              ) how long did you use it?

3. I rate my computer skills at the following level:

(    ) beginner
(    ) intermediate
(    ) advanced
(    ) power user (programmer, developer, IT professional, etc.)

4. I used the Registered user version of the program for (       ) number of weeks.

6. Please X mark all the sections of the program you used or completed:

Did the following Performance Diet Program steps in the registered user section:

(    ) Step 1: Welcome Letter,
(    ) Step 2: Program Overview,
(    ) Step 3: Located Diet Buddy,
(    ) Step 4: Weight Loss Facts,
(    ) Step 5: Culture and Weight Loss,

(    ) Used the Intake Recorder in software,
(    ) Used the Ideal Diet Performance Diet Shopping List,
(    ) Used the program Your Diet, Recording and Food Preparation Guidelines,
(    ) Used the low glycemic meal plans recipes and low glycemic food lists,

( ) Step 8: Your Weight loss Motivation,
( ) Read at least first 100 pages of ebook, How to Stay Motivated to Succeed in Dieting and Sports Training,

( ) Used the MP3 weight loss motivation tapes for at least 30 days or made my own custom tape using the given instructions and used it for at least 30 days. (These MP3 audio tapes are mega-motivators to help keep you on course, using proven tools and reaching your weight loss goals.)

(         ) Lost or gained in measurements (how much _____)
(         ) Increased lean muscle mass (how much _____)
(         ) Reduced body fat % (how much _____)
(         ) Improved personal nutrition
(         ) Improved exercise, resting heart rate, etc.
(         ) Improved athletic performance
(         ) Improved diabetes management
(         ) Improved medical conditions (a.k.a., cholesterol, blood pressure, etc.)
(         ) Improved athletic performance
(         ) Improved skin tone and appearance
(         ) Improved health and wellness habits
(         ) Learned more about building a healthy lifestyle
(         ) Improved energy level
(         ) Improved attitude
(         ) Improved self-esteem
(         ) Fit into clothes better
(         ) Lost weight (how much _____)
(         ) Gained weight (for underweight individuals) (how much _____)
(         ) Improved other (please specify __________________________________________________)

8. Did you feel that you had you questions handled properly by our technical support? ( ) yes, ( ) no.

9. We are a straight talk program. Improving health habits and/or losing real body fat are among the toughest of all behavioral goals to reach. In our materials we clearly and repeatedly ask our users in good faith to give the program and themselves at least 60 days of sincere and focused effort before considering quitting. (That is the main reason we have a 90 day money back guarantee. See Introduction and terms above for the simple good faith definition of 60 days of sincere and focused effort.)

Do you feel you have given the program, a fair and full 60 days and your focused and sincere effort to succeed? ( ) yes, ( ) no. If you return the product before the end of the 60 day good faith trial period, you cannot keep the 3 bonus ebooks a $50 value and there is $9 administrative fee for processing your return request. There is no $9 refund administrative processing fee and you do get to keep the 3 ebooks if your return request is made after the 60 day trial period. (See number seven in our terms above and the introduction to our refund policies at http://www.performancediet.com/Return_Policy.html for a full explanation of this fee.

10. Let us know in detail the exact reason or reasons why you want to return the product. Rather than just writing replies like "didn't meet my needs, too hard to use, too complicated or didn't like it," please let us know specifically what was missing from the program that you needed, what specific section was too complicated or what exact function you did not like or what specific function did not work. If this section is vague or incomplete, it could delay your refund. (type all your specific reasons)

11. Did you feel that we ( ) have or ( ) have not delivered the self-managed cutting edge program as stated in our web site promotional materials. If we have not, what do you feel we have specifically have we failed to deliver that was promised?

________ any applicable shipping costs less, (Shipping costs are not refundable, see above.)

________ the $9.00 administrative fee only if it is before the end of the 60 day good faith use period equals,

How to email us this form: When you are ready to email this return form and enter REFUND FORM on the subject line of your email add and email or mail it to us "return receipt requested" so that we both have a record or your refund request in case it gets lost in either the Internet email or the postal snail mail systems. Please note: Do not zip the form or send it as an attachment. For security reasons we cannot open any attachments. Email this form to manage@healthkeeper.com .

To insure an accurate record of all of your return correspondence, all RMA number requests, return questions or refund tracking requests are handled only through email or snail mail "return recipt requested". We reply quickly to all email return requests (usually within 1-2 business days.) Unfortunately, this means that we are not able to return phone messages regarding returns.

Keep in mind that if your form is not completely filled out it will cause refund processing delays. If you paid by credit card and the form is filled out correctly, a re-credit will take place within 7-14 days of receipt at our office. Depending upon the date of re-crediting it may take until your next month’s credit card statement to see the re-credit has been made. If you paid by check, return checks are sent to you within 35 days of receipt of your Return/Refund Request Form.

2. Notified credit card processing partner of authorized return and issue RMA number (                       ) (date) (                       )
3. Refund authorized by: (                       ) Paid by check # (                     )(date) (                       ) or paid by credit card refund (                       ) Date (                       ) by (                       ) or Removed from mail lists on (                       ) by (                       )
4. Removed from Registered user list and remove password access on (                       ) by (                       )

1. De-install your previous version(s) by finding the Windows Control Panel. Select Add and Remove Programs, then select the HealthKeeper or Health-RunR (depending on your version) and click OK. (For versions 2.9 and above: If any dialog boxes appear asking if you want to de-install any file or shared file, ALWAYS answer NO to deleting shared files! For versions 2.3 and below: If any dialog boxes appear asking if you want to de-install any file or shared file, ALWAYS answer yes or you will leave bits and pieces of the program on your computer. The de-installer only de-installs files it added to your computer.)

2. Open your Windows Explorer and double-check that NO older version HealthKeeper or Health-RunR directories, subdirectories or HealthKeeper or Health-RunR personal data files remain on the computer.