Refund Policy

1. Policy Overview

This Refund Policy describes the terms and conditions under which Spinesievevital ("we," "us," or "our") processes refund requests for digital educational products, consulting services, and program enrollments purchased through our Website at spinesievevital.ddd.

We are committed to fair and transparent refund practices that comply with the Finnish Consumer Protection Act (38/1978), the EU Consumer Rights Directive (2011/83/EU), and the EU Digital Content Directive (2019/770). This policy applies to all customers regardless of location, with additional protections afforded to consumers within the European Union.

Please read this policy carefully before making a purchase. By completing a transaction on our Website, you acknowledge that you have read and understood this Refund Policy in conjunction with our Terms of Use.

2. Consumer Rights Under EU Law

As a consumer purchasing from a Finnish-based business, you benefit from statutory rights that cannot be waived or restricted by this policy:

• 14-day withdrawal right: Under the Consumer Rights Directive, you have the right to withdraw from a distance contract within 14 days of purchase without giving any reason, unless an exception applies as described below.
• Digital content exception: If you expressly consent to immediate delivery of digital content and acknowledge that you lose your withdrawal right upon delivery, the 14-day withdrawal period may not apply once digital content has been accessed or downloaded.
• Defective products: Under the Finnish Consumer Protection Act, you have the right to demand repair, replacement, price reduction, or refund if a digital product or service is defective or does not conform to the agreed specifications.
• Unfair terms: Any term in this policy that contradicts mandatory consumer protection provisions is void and unenforceable.

Nothing in this Refund Policy limits your statutory rights as a consumer under Finnish or EU law.

3. Digital Products

Digital products offered by Spinesievevital include recipe compendiums, steeping charts, seasonal guides, and other downloadable educational materials. The following refund terms apply:

3.1 Before Access or Download

If you have purchased a digital product but have not yet accessed, downloaded, or received the download link, you may request a full refund within 14 days of purchase without providing a reason. Contact us at assist@spinesievevital.world with your order confirmation number.

3.2 After Access or Download

Once digital content has been delivered and accessed, the 14-day withdrawal right is waived provided you gave explicit consent to immediate delivery at the time of purchase. However, you may still request a refund if:

• The digital product is materially different from its description on the Website.
• The digital product is corrupted, incomplete, or inaccessible due to a technical fault on our end.
• The digital product lacks substantial promised content (e.g., fewer recipes than advertised).

3.3 Complimentary Digital Products

Digital products provided free of charge upon request through our contact form are not eligible for refunds as no payment was processed.

4. Consulting Services

Personalized herbal tea blending consultations are scheduled services delivered via video call, phone, or written report. Refund terms for consulting services:

4.1 Cancellation Before Session

If you cancel a scheduled consultation at least 48 hours before the agreed appointment time, you are entitled to a full refund or free rescheduling at your choice. Cancellations made between 24 and 48 hours before the session may receive a 50% refund or full rescheduling credit. Cancellations made less than 24 hours before the session are non-refundable but may be rescheduled once at our discretion.

4.2 Cancellation by Spinesievevital

If we cancel a consultation for any reason, you will receive a full refund or the option to reschedule at no additional cost. We will provide as much advance notice as possible.

4.3 After Session Completion

Once a consulting session has been delivered in full, refunds are generally not available. If you believe the session did not meet the agreed scope or was substantially deficient, you may submit a complaint within 7 days of the session date. We will review the complaint and may offer a partial refund, complimentary follow-up session, or other remedy at our discretion.

5. Educational Programs

Structured programs such as the Nordic Tea Journal 30-day challenge involve enrollment fees and access to progressive learning materials. Refund terms for programs:

5.1 Before Program Start Date

Full refund available if you cancel enrollment before the official program start date, regardless of when you enrolled.

5.2 During the First Week

If the program has started but you are within the first 7 calendar days of the program, you may request a refund minus a 15% administrative fee to cover enrollment processing costs.

5.3 After the First Week

Refunds are not available after the first 7 days of an active program. You retain access to all materials released up to the cancellation date for the remainder of the program period but will not receive future content or community access.

5.4 Program Cancellation by Us

If we cancel a program before or during its run, all enrolled participants receive a full refund of fees paid for that program within 14 business days.

6. Refund Eligibility

To be eligible for a refund, the following conditions must generally be met:

• The refund request is submitted within the applicable timeframe for the product or service category.
• You provide proof of purchase (order confirmation email, transaction ID, or payment receipt).
• The request includes a clear description of the reason for the refund.
• You have not previously received a refund for the same product or service.
• The product or service was purchased directly through our Website and not through a third-party reseller.

We review each refund request individually and aim to resolve all requests fairly and in accordance with applicable consumer protection law.

7. Non-Refundable Items

The following are not eligible for refunds under any circumstances, except where required by mandatory consumer protection law:

• Free content and resources available on the Website without purchase.
• Digital products that have been fully accessed and where you explicitly waived the withdrawal right at purchase.
• Consulting sessions that were completed as scheduled and met the agreed scope.
• Program enrollments after the first 7 days of an active program.
• Custom blending plans that have been fully delivered in written or digital format.
• Any product or service purchased more than 14 days ago where no defect or non-conformity is demonstrated, except for consulting and program-specific terms above.

8. Refund Request Process

To request a refund, follow these steps:

1. Send an email to assist@spinesievevital.world with the subject line "Refund Request — [Order Number]."
2. Include your full name, email address used for purchase, order confirmation number, date of purchase, and product or service name.
3. Provide a brief explanation of the reason for your refund request.
4. Attach any supporting documentation (screenshots of errors, correspondence, etc.) if applicable.

Alternatively, you may submit a refund request through our contact form, selecting a clear subject indicating a refund enquiry. We will acknowledge receipt of your request within 2 business days and provide a decision within 10 business days.

9. Processing Time and Method

Approved refunds are processed as follows:

• Processing time: Refunds are initiated within 5 business days of approval.
• Refund method: Refunds are returned to the original payment method used for the purchase. We cannot process refunds to a different payment method or as cash unless the original method is no longer available.
• Bank processing: Depending on your financial institution, it may take an additional 5–10 business days for the refund to appear in your account after we initiate the transaction.
• Currency: Refunds are issued in the same currency as the original transaction (typically EUR).
• Partial refunds: Where a partial refund is approved, the amount will be clearly communicated in our response email along with the calculation basis.

If you do not receive your refund within the expected timeframe, please contact us and we will investigate the status with our payment processor.

10. Order Cancellation

You may cancel an order before delivery or service commencement by contacting us at assist@spinesievevital.world as soon as possible. Order cancellation is treated equivalently to a refund request under the applicable category terms above.

For digital products, if the download link has not been sent, cancellation results in an immediate full refund. For scheduled consulting sessions, standard cancellation timeframes apply as described in Section 4.

We reserve the right to cancel orders in cases of pricing errors, suspected fraudulent activity, or unavailability of the requested service. In such cases, you will receive a full refund and notification of the cancellation reason.

11. Disputes and Escalation

If you are dissatisfied with our response to a refund request, you may escalate the matter by:

• Requesting a review by a senior member of our team by replying to the refund decision email with "Escalation Request" in the subject line.
• Contacting the Finnish Consumer Advisory Services (Kuluttajaneuvonta) at kuluttajaneuvonta.fi for mediation assistance.
• Submitting a complaint to the European Consumer Centre Finland at ecc.fi if you are a cross-border EU consumer.
• Using the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

We are committed to resolving disputes amicably and in compliance with all applicable consumer protection regulations. Nothing in this section prevents you from pursuing legal remedies available under Finnish or EU law.

12. Contact Information

For refund requests, questions about this policy, or consumer rights enquiries, please contact:

Spinesievevital
Mannerheimintie 20, 00100 Helsinki, Finland
Email: assist@spinesievevital.world
Phone: +358 10 765 1000
Business hours: Monday to Friday, 9:00 – 17:00 (EET)

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