Support - the25percent

Contact

We read every message and usually reply within a few business days. We are a small team, so please include your device model, iOS or Android version, and the email address linked to your account. It makes the difference between one reply and four.

Subscription and billing

Subscriptions are purchased and managed through the App Store or Google Play, not through us. That means refunds, cancellations and payment issues are handled there.

Cancel an iOS subscription: Settings, tap your name, Subscriptions, select the25percent, Cancel.

Cancel an Android subscription: Play Store, profile icon, Payments and subscriptions, Subscriptions, select the25percent, Cancel.

Cancelling stops the next renewal. Access continues until the end of the period you already paid for.

Refunds: Apple and Google process all refunds. We cannot issue them.
Apple: reportaproblem.apple.com
Google: play.google.com/store/account/subscriptions

Account

Reset your password: use the reset link on the sign-in screen. If the email does not arrive within a few minutes, check spam, then write to us.

Delete your account and data: see Delete your account and data below.

Common questions

Is there a free trial?

Not at the moment. A subscription is required from the first session. If you want to judge whether the protocol fits your week before you pay, read The Beginner's Guide to Longevity Training on our blog. It describes the full weekly structure, including the volume.

What do I need before I start?

Access to a gym, or a home setup that lets you load all major movement patterns and add weight over time
One cardio modality you can sustain for 60 to 90 minutes: bike, rower, incline treadmill or running
A watch or chest strap that shows heart rate zones. You read your zone in your own device, usually in its post-session summary. The app does not connect to it.
Roughly 6 hours per week for the three training pillars, plus mindfulness on top

The protocol prescribes three resistance sessions of about an hour, 150 minutes of Zone 2, and 30 minutes of high-intensity work every week, from week one. There is no ramp-up phase. Mindfulness sits on top of that and is up to you. If that does not fit your current schedule, this is not the right time for the app.

Why does the app not track sets and reps?

The protocol is built on adherence, not load. At this training dose, whether you completed the session is what moves the outcome. Adding set logging would change what the app is for.

Can I connect my Apple Watch, Garmin or Whoop?

There is no wearable integration, and the protocol does not need one. Train the session, then read your zones and durations in your device's own post-session summary, the way you already do. In the25percent you record that the session was completed. The app tracks adherence, not load, so it does not need your heart rate data to work.

I missed a week. Did I lose everything?

Your training history stays. The streak runs on the three training pillars: resistance, Zone 2 and high intensity. Complete roughly 80 percent of the planned sessions in a week and it holds. Mindfulness is tracked as a habit and does not count against it. If the streak does break, it resets and you start a new one.

The protocol is too much for me right now.

Then it is the wrong app for you at the moment, and that is a fair conclusion. The protocol prescribes high volume from week one and does not ramp up. Cancel through the App Store or Google Play.

I joined as a founding member. What happens to my price?

Founders rates are held while you stay subscribed. If you cancel and subscribe again later, you return at the standard price, because the founders tiers are limited to their original slots and those slots do not reopen.

Is this medical advice?

No. the25percent provides general training guidance based on published exercise science. It does not diagnose, treat or prevent any condition. Talk to a physician before starting, especially if you have a cardiovascular condition, an injury, or have not trained at this volume before.

Delete your account and data

You can delete your the25percent account and all data attached to it at any time.

In the app

Open Profile, then Settings, then Delete Account, and confirm. The account and its data are removed. This cannot be undone.

Without the app

If you no longer have the app installed, email support@the25percent.app with the subject line "Delete my account", from the email address registered on your account. We handle these requests by hand. Before anything is deleted we reply to the address on file to confirm the request came from you.

We complete the deletion within 30 days. In practice it is usually done within a few business days.

What gets deleted

Your account and sign-in credentials
Your fitness level, protocol selection and onboarding answers
Your full session history, completion records and streak data
Your notification settings

What we keep, and why

Subscription and purchase records. Your subscription lives with Apple or Google, not with us. Deleting your the25percent account does not cancel a running subscription and does not trigger a refund. Cancel it in the App Store or Google Play first, otherwise it keeps renewing. We retain a minimal purchase record where we are legally required to under German commercial and tax law (HGB and AO retention periods, up to ten years). This record contains transaction data, not your training history.

Anonymised usage statistics. Aggregated data that can no longer be linked to you is retained for product analysis.

Server logs. Automatically deleted after 30 days.

Deleting your account does not cancel your subscription. Cancel in the App Store or Google Play first, then delete the account.
iOS: Settings, your name, Subscriptions, the25percent, Cancel.
Android: Play Store, profile icon, Payments and subscriptions, Subscriptions, the25percent, Cancel.

Report a bug

support@the25percent.app, subject line "Bug". Screenshots help more than descriptions.