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LatticePlan - manage your subscription

Managing your subscription, cancellations and refunds 

A LatticePlan is a 100% customised climbing training plan, powered by our Intelligent Climbing Training Technology. It allows us to create, deliver, and adapt plans to every climber’s unique schedule, helping climbers progress toward their goals.

A LatticePlan can be purchased as a monthly or yearly subscription.  There is a one-month minimum commitment, and you can get started straight away.

Here is your guide to managing your LatticePlan subscription.

Contents

 

Free trial

Before choosing our monthly or yearly subscriptions, you can test the LatticePlan features by signing up for a 7-day free trial.

This will be handled through either the Google Play Store, Apple App Store or our website through our payments partner, Paddle.

On sign-up, you will be asked to confirm your payment details, and from this point onwards,  your trial will start. During this trial, you will be given access to all the LatticePlan features. 

You will not be charged for the LatticePlan until after your free trial has ended. If you have not cancelled, then you will be charged on the day that your LatticePlan trial converts into a full subscription.

Please note: Due to App Store limitations, you must cancel at least 24 hours before the free trial is due to renew to make sure you aren't charged (unfortunately, this is an App Store issue and not something we enforce). If you miss this date, don't worry, you will have the opportunity to apply for a refund. We explain how to do this further in this article.

 

Managing your subscription

You can view your subscription details from within the Lattice Training app:

  • Head to your profile in the Lattice app
  • Under Your Account, click on the little pencil symbol next to your LatticePlan subscription
  • This will take you to another screen, illustrated below, which will allow you to choose Manage Subscription
  • Here you will have the option to choose Cancel Subscription
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Cancelling your subscription

We know that all good things come to an end, but we look forward to welcoming you back when you're ready to get training for your next goal.

Upon cancellation, you will retain access to your LatticePlan for the remainder of the subscription term. When your subscription ends, your account will automatically be converted back to the free version of the Lattice Training app.

To cancel your subscription, please follow the instructions below.

 

Apple (iOS) users

iOS users can access their LatticePlan membership by following these steps:

  • Open the Apple App Store app. In the top right corner, select your profile picture.

  • Select the Subscriptions link

  • Under the "Active" section, tap your subscription selection for LatticePlan

  • Then select Cancel Subscription

 

Android users

Android users can access their LatticePlan membership by following these steps:

  • Open the Google Play app

  • At the top right, tap the profile icon

  • Tap Payments & Subscriptions, followed by Subscriptions

  • Select your LatticePlan subscription

  • Tap Cancel Subscription


For purchases made on our website (via Paddle) 

If you signed up for a LatticePlan via our website, you can manage your subscription via Paddle, our payment partner. 

  • Open a web browser and head to the Paddle Customer Portal (this link can be found at the bottom of your emailed receipts from Paddle)

  •  Log in using your LatticePlan account credentials

  • Once logged in, you will see the option to cancel your subscription

     

Refunds

If you accidentally purchased a LatticePlan, or the service did not meet your expectations, you may request a refund within 14 days of purchase (see our cancellation policy). How you request a refund will depend on your payment method, this is explained below:

Apple (iOS) users

  • Open the receipt Apple sent to your email address upon purchase. This should be titled Your receipt from Apple
  • In the receipt body, select the Report a Problem link where the LatticePlan purchase is listed
  • In the Choose Problem drop-down list, select I'd like to request a refund
  • An Apple support representative will review your refund request and typically will process the refund within 48-72 hours

Please note: Apple is the sole arbitrator for refund approvals and rejections. Refunds for iOS users cannot be processed by Lattice support.

 

Android users

Android users may either request a refund directly from Google or by contacting the Lattice team at payment@latticetraining.com

To process through Google Play

  • Open the Google Play app
  • Tap Menu > Account > Purchase History
  • On the order, select request a refund or report a problem and choose the option that describes your situation
  • Complete the form and note that you would like a refund
  • You will see a message saying "Thank you for sharing your concerns"
  • You'll then get an email with your refund decision. You’ll usually get this within 15 minutes, but it can take up to 4 business days

 

For purchases made on our website (via Paddle) 

Please contact the Lattice team at payment@latticetraining.com and we will aim to get back to you within 48 hours.