Subscription FAQ
Subscriptions & Packages
Which subscriptions does XRFitLab offer?
We have three subscriptions: MyXR Move (€40/month) with essential cardio apps, MyXR Pulse (€55/month) with comprehensive cardio and strength apps, and MyXR Peak (€65/month) with all premium apps including boxing and combat sports. Each subscription includes the Meta Quest 3S headset with all necessary accessories.
What's the difference between the three subscriptions?
Move is ideal for cardio enthusiasts with apps like FitXR and Les Mills Bodycombat. Pulse adds strength training with apps like Supernatural and The Thrill of the Fight. Peak offers the complete package including premium boxing and combat sports apps like BoxVR and Creed. The headset is the same Meta Quest 3S for all subscriptions.
Can I upgrade to a higher subscription?
Yes, upgrading is always possible and takes effect immediately. You'll pay the new rate from that moment and all extra apps will be activated on your headset right away. The difference is calculated pro-rata for the current month.
Can I downgrade to a lower subscription?
Yes, downgrading is possible and takes effect from the next billing period. You maintain access to all apps until the end of your current payment period. Note: when downgrading, you lose access to the premium apps of your higher subscription.
Is there a minimum contract duration?
No, all subscriptions are cancellable monthly without minimum contract duration. You have complete flexibility to stop whenever it suits you. We believe in customers who stay with us because they're satisfied, not because they're locked into a contract.
Do I get a discount with an annual subscription?
Currently we only offer monthly subscriptions for maximum flexibility. We're considering adding annual subscriptions with discounts in the future. Sign up for our newsletter to be the first to know about new pricing options.
Pricing & Payments
What are the monthly costs?
MyXR Move costs €40/month, MyXR Pulse €55/month, and MyXR Peak €65/month. This is all-inclusive: headset rental, all fitness apps, maintenance, support, and even replacement in case of defects. There are no hidden costs or additional fees.
Are there startup costs or one-time fees?
No, there are no startup costs or installation fees. You only pay your first monthly term and receive your complete package shipped directly home. We don't charge a deposit or connection fees.
How does payment work?
You pay monthly via automatic debit or credit card. The first payment occurs at registration, then the amount is automatically debited each month on the same date. You always receive an invoice by email in advance.
Which payment methods do you accept?
We accept iDEAL, credit card (Visa, Mastercard) and automatic debit. For businesses, we also offer payment by invoice with a payment term of 30 days.
Do I need to pay a deposit for the headset?
No, no deposit is required. The headset remains property of XRFitLab. With normal wear and tear, there are no additional costs. Only for significant damage from accidents do we charge a maximum deductible of €50. With our optional ZeroWorry coverage (€3.99/month), even this deductible is waived.
Can I reclaim VAT as a business owner?
Yes, our prices include VAT. As a business customer, you receive an invoice with separately stated VAT that you can reclaim. Provide your VAT number during registration for a business invoice.
Cancellation & Changes
How do I cancel my subscription?
You can easily cancel through your online account or by sending an email to support@xrfitlab.com. You have a cancellation period of 1 month. If you cancel before the 15th of the month, your subscription ends at the end of that month. After the 15th, it ends the following month.
Can I pause my subscription?
Yes, you can pause your subscription for a minimum of 1 and maximum of 3 months. This is useful during vacation, injury, or other circumstances. During the pause, you pay €10/month (storage costs) and keep the headset in your possession. You can end the pause at any time and continue where you left off.
What happens to the headset after cancellation?
After your last payment month, we send a return package with a prepaid label. You ship the headset back to us for free. As long as the headset is in reasonable condition (normal signs of use are fine), there are no additional costs. You have 14 days to return the headset.
Do I get money back if I cancel mid-term?
You pay until the end of your cancellation period. No refund is made for the remaining days of the month in which you cancel. However, you can continue using the headset and apps until the absolute end of your subscription.
Can I become a member again after cancellation?
Yes of course! You can always restart. If you return within 6 months, we can often restore your old progress and statistics. You simply start with a new headset and fresh subscription, as if you're a new customer.
Delivery & Installation
How quickly will I receive my headset after registration?
After successful payment, we ship your headset within 1-2 business days. Delivery in the Netherlands normally takes 1-2 business days, so you'll have your headset at home within 3-4 business days after registration. Need it urgently? Contact us for express delivery.
Do you also deliver to Belgium?
Yes, we deliver throughout the Netherlands and Belgium. For Belgium, delivery times may be slightly longer (2-3 business days). Prices remain the same. For other countries, it's best to contact us.
What's included in the delivery package?
You receive the Meta Quest 3S headset, two controllers with wrist straps, charging cable and adapter, hygienic facial interface, quick start guide with QR codes to instruction videos, and a welcome letter with your login credentials. Everything comes in a neat, reusable box.
Do I need to be home for delivery?
Yes, you must be present to receive the package due to the value of the equipment. If you're not home, a second delivery attempt will be made. You can also indicate that the package may be delivered to your neighbors.
Is the headset ready to use or do I still need to install apps?
All fitness apps from your subscription are pre-installed and ready to use. You only need to connect WiFi, set up your Guardian boundary (takes 2 minutes), and create your personal profile. Within 5-10 minutes you can do your first workout.
Do you offer help with installation?
Yes! The box contains QR codes to clear instruction videos. Still stuck? Ask the chat function on our website. We can setup a video call for personal guidance. We're happy to help you step-by-step until everything works.
For Businesses
Do you offer special business subscriptions?
Yes, we have special B2B packages with discounts starting from 5 headsets. Companies can benefit from the Work-related Costs Scheme (WKR), making it fiscally attractive. We also offer central management, reports on usage, and corporate branding on the welcome page.
How does the Work-related Costs Scheme (WKR) work for VR fitness?
Through the WKR, employers can account for VR fitness costs for employees in a tax-friendly way within the free space of 1.92% of the payroll. This makes XRFitLab a smart investment in employee health. We're happy to help with correct processing in administration.
Can employees take the headset home?
Yes, that's exactly the strength of our concept. Employees get the headset at home, so they can exercise whenever it suits them. This enormously increases usage frequency compared to company facilities. Each device is linked to one employee for hygiene and accountability.
Do we get insights into usage within our company?
It's possible to see some anonymized statistics: In the future it will be possible to see the number of active users, average workouts per week, most popular apps, etc. This helps measure ROI of your vitality program. Individual privacy is always protected.
What's the minimum number of headsets for businesses? Y
ou can start from 1 headset, but business discounts begin at 5 headsets (5% discount), 10 headsets (10% discount), and 25+ headsets (15% discount). For large organizations (50+), we create custom solutions with additional benefits like a dedicated account manager and workshops.
Can we do a trial period for the whole team?
Yes, we offer a 30-day pilot program for businesses. You get 3-5 headsets to test, guidance with the rollout, and collection of feedback. After the pilot, you decide whether and how large to scale. The pilot costs a small amount that is offset if you continue.
Service & Support
What support do I get with my subscription?
You get email support (response time within 24 hours), access to our knowledge base with guides and videos, and phone support on business days for urgent matters. Premium subscribers (Peak) receive priority support with faster response times.
What if my headset breaks?
In case of a defect, we send a replacement headset within 5 business days. You receive it with a return label for the defective headset. This way you miss minimal workouts. Defects from normal wear and tear are always covered free of charge.
Is there a helpdesk or live chat?
We have chat support, email support, and phone support on business days (9:00-17:00). We're adding live chat soon. For most questions, you'll quickly find answers in our comprehensive FAQ and knowledge base with instruction videos.
Will I get updates when new apps become available?
Yes! We proactively inform you via email when we add new apps to your subscription. You don't need to do anything – new apps appear automatically on your headset. We continuously improve our offering.
Privacy & Security
What happens to my personal data?
We handle your data in accordance with GDPR. Your personal information is only used for your subscription and is never shared with third parties. Your workout statistics remain private. You can always view, modify, or have your data deleted.
Can other users see my workout data?
No, your workout data is completely private unless you explicitly choose to share via social features within apps. Within business subscriptions, we only share anonymized group statistics, never individual data.
How is my payment information secured?
We use reputable payment providers that comply with the highest security standards (PCI-DSS). Your payment details are stored encrypted and are not accessible to our employees. We only see whether a payment succeeded or failed.