Support
Real people, real replies. Email hello@hqevolve.com and you will hear back within one business day, usually the same day.
I cannot log in
Use Forgot password on the login screen and we will email you a reset link. If the email does not arrive within a few minutes, check spam, then email us and we will sort it out by hand.
Signed up with Apple or Google? Use that same button to sign back in. There is no password on those accounts.
How do I cancel?
For Evolve AI, open Settings (the person icon on Home) › Membership and billing. Subscribed in the iPhone app? Manage subscription opens your Apple subscriptions, and you cancel there (or go to iPhone Settings › your name › Subscriptions). Subscribed through Google Play? Manage in Google Play opens your Play subscriptions, and you cancel there (or go to the Play Store › Payments & subscriptions › Subscriptions). Subscribed on the website? Manage billing opens your billing page, on your phone or in the browser, and you cancel there. No conversation with anyone, and nothing to talk you out of it. You keep access until the end of the period you have already paid for.
Subscribed on the website and would rather we did it? Email us and we will, same day. Apple only lets you cancel an App Store subscription from your Apple ID, and a Google Play subscription is cancelled in Google Play.
On 1-on-1 coaching? Message your coach in the app, or email us. Coaching needs 2 weeks' notice to cancel: your coaching carries on for those 2 weeks, and any payment that falls due during them still applies. On the 8-week program: After your 8 weeks you choose: a year with your whole 8-week fee taken off, or week to week. If you don't choose, you carry on week to week from week 9. To stop after the 8 weeks, let us know by the end of week 6.
How does 1-on-1 coaching work?
It starts with a free 15 to 20 minute call: apply here. If it's a fit, we send you a secure payment link for the 8-week program: 8 weeks of 1-on-1 coaching, paid up front. We walk you through the options on the call, and the price is on the link before you pay. After your 8 weeks you choose: a year with your whole 8-week fee taken off, or week to week. If you don't choose, you carry on week to week from week 9. To stop after the 8 weeks, let us know by the end of week 6.
Already a coaching client from before the 8-week program? Nothing changes: you keep the price and terms you're on.
How do I delete my account and my data?
Go to Settings › Your data and privacy. Delete account is on that screen. It removes your profile, your logged sessions, your photos and your messages, and it cannot be undone.
Download my data is on the same screen, so you can take a copy first. Email us if you would rather we sent it.
Deleting your account doesn't cancel a subscription. Cancel it first (see How do I cancel? above), or you may keep being charged, by Apple, by Google Play or on your card.
My free trial ended
Nothing was charged for your free days. Your program, your history and your coach are all still saved. Go to app.hqevolve.com to pick a plan, or open the app on your phone, and carry straight on.
Apple Health and Health Connect
Evolve reads your steps, workouts, heart rate and sleep only if you grant permission, and only to make your training and recovery match what you actually did. A daily summary and your imported workouts are kept on our servers so your coach and Evolve Coach can see them; disconnecting in the app removes the summaries, and deleting your account removes everything. You can withdraw the permission at any time in your phone's Health settings, and the app keeps working without it.
We never sell health data, and we never use it for advertising. See the Privacy Policy.
Something is broken
Email hello@hqevolve.com and tell us what you were doing and what your phone is. A screenshot helps more than anything. We would genuinely rather know.
Billing and refunds
Paying by card on the web? Stripe bills it. There are no refunds for change of mind, but a billing error (a wrong charge, a double charge or a charge after you cancelled) is always refunded in full: email hello@hqevolve.com from your account email.
Subscribed in the iPhone app? Apple bills it, and refunds are Apple's decision: ask at reportaproblem.apple.com. We can't refund an App Store payment ourselves. If something in Evolve isn't working, email us too.
Subscribed through Google Play? Ask Google Play first, at play.google.com/store/account. If Google Play sends you to us, email us.
On 1-on-1 coaching? The 8-week program is paid up front and coaching payments are not refundable for change of mind, except a giveaway win after buying (section 13). Our The 5 kg Guarantee (terms section 12) is free coaching, never a refund. After your 8 weeks you choose: a year with your whole 8-week fee taken off, or week to week. A billing error is always refunded in full. Message your coach or email us about anything billing.
Your rights under the Australian Consumer Law aren't affected. The Refund Policy has the details.
Who you are dealing with
HQ Evolve Group, ABN 22 851 950 861, Australia.
hello@hqevolve.com