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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. LatticePlans allow us to create, deliver, and adapt your training plan to your unique schedule and goals helping you make real consistent progress toward being the climber, we know you can be!

A LatticePlan can be purchased as a rolling monthly or yearly subscription.  There is a one-month minimum commitment (after the 7-day free trial), and you can get started straight away,  or select a start date that works for you (today, tomorrow, next week), getting started is 100% on demand.

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, depending where you signed up.

On sign-up, you will be asked to confirm your payment details, and from this point onwards,  your 7-day free trial will start. During this trial, you will be given access to all the LatticePlan features. If you have previously had a LatticePlan subscription, you will not be able to access a second 7-day free trial. 

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.

For information about the features and limitations of the free Lattice Training app, visit this support article.  

 

Please note: Due to App Store limitations, you should try to cancel 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 app or our website:

Within the app

  • Head to your profile in the Lattice app
  • Under Your Account, click on the little pencil symbol next to your LatticePlan subscription
  • If you signed up via latticetraining.com you will need to go to web.latticetraining.com.
  • If you joined via the App Store or Google Play, 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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Via our website

  • Head to our website https://web.latticetraining.com/
  • Log in
  • Under Subscription Status, click the pencil symbol 
  • Choose Manage Subscription which will take you to our payment partner Paddle's website
  • You can update your view payments, update payment details and cancel your subscription from this page

 

 

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. After this, you will no longer be able to view future training plans, but you will not lose past logs. 

To cancel your subscription, please follow the instructions below.
 

If you are a Founding Member, you will receive access to a lifetime discount of at least 20% off the price of an annual subscription to a LatticePlan. However, if your annual subscription ends for any reason at any point, you will lose your Founding Member status, and you will not be entitled to any further discount for future subscriptions. Read more.

 
 

 

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. 

  • Head to our website https://web.latticetraining.com/
  • Log in
  • Under Subscription Status, click the pencil symbol 
  • Choose Manage Subscription which will take you to our payment partner Paddle's website
  • Tap cancel 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.