Help with a refund for a service not a product!
Hi all, looking for some advice as I’m really struggling with this situation financially now.
Back in January 2026 I paid £400 via Klarna for a 6-month online fitness coaching plan. The agreement via WhatsApp was:
“For everything on the performance plan and support with me, i'd be happy to do the 6 months at £400.”
The service was supposed to include:
- ongoing coaching
- nutrition/diet guidance
- weekly check-ins
- WhatsApp support throughout the 6 months
I submitted regular weekly check-ins during January and February and fully engaged with the process.
Around mid-February, communication basically stopped. I repeatedly tried contacting the coach afterwards and got no meaningful continuation of support despite the service being sold as a 6-month coaching plan.
One initial plan/document was sent near the beginning, but my issue is that I paid for an ongoing coaching/support service, not just a one-off PDF.
I disputed this with Klarna twice times but they keep saying the merchant provided evidence the “product” was delivered. They don’t seem to understand my complaint is about incomplete service delivery, not non-delivery of a document.
Klarna have only agreed to pause the final payment for 21 days until the seller gets back to me...I mean he has not responded to me since Feb! They openly said if he does not get back to you then to contact local authorities, but they will not be able to provide a refund.
Has anyone dealt with something similar involving online coaching services/Klarna? Mainly looking for advice on:
- consumer rights in this situation
- whether Trading Standards or Financial Ombudsman is worth pursuing
- whether Klarna should be treating this differently as a service dispute rather than a physical/digital product
Thanks for the help in advanced.