Legal

Refund Policy

Last updated: . This Refund Policy outlines the conditions under which refunds may be issued for paid services purchased from Boneshelbow.

1. Scope of This Policy

This Refund Policy applies to all paid services offered by Boneshelbow through the website boneshelbow.world. It should be read alongside our Terms of Use and Privacy Policy.

By purchasing a paid service from us, you acknowledge that you have read and understood this Refund Policy. If you disagree with any provision, please contact us before completing your purchase.

2. Free Services

Standard cycling meetups organised by Boneshelbow are offered free of charge. As no payment is collected for these sessions, refund provisions do not apply. If a scheduled meetup is cancelled by us, registered participants will be notified via the contact details they provided, and no financial adjustment is necessary.

This policy covers the following paid offerings:

  • Educational products: Digital guides and handbooks available for purchase (Route Reading Guide, Maintenance Basics, Group Riding Handbook, and future publications)
  • Personalised ride plans: Custom weekly cycling schedules created based on your preferences and availability
  • Consulting sessions: One-on-one guidance conversations conducted via phone or video call
  • Multi-week programmes: Structured programmes including Foundation, Explorer, Longer Route Programme, and Seasonal Transition

Pricing for each service is communicated clearly before purchase. All prices are stated in euros (EUR) and include applicable Dutch VAT (BTW) unless otherwise indicated.

4. Refund Eligibility

You may be eligible for a full or partial refund under the following circumstances:

4.1 Educational Products

  • Full refund if requested within 14 days of purchase and the digital product has not been downloaded or accessed
  • If the product has been downloaded, a refund may be issued at our discretion if you demonstrate that the product is materially defective or differs significantly from its description

4.2 Personalised Ride Plans

  • Full refund if requested within 7 days of purchase and the plan has not yet been delivered
  • Partial refund (50%) if requested within 7 days of delivery and you have not yet commenced the first week of the plan
  • No refund after the first week of the plan has begun

4.3 Consulting Sessions

  • Full refund if the session is cancelled by you at least 48 hours before the scheduled time
  • Full refund if the session is cancelled by us for any reason
  • No refund for cancellations made less than 48 hours before the scheduled session, unless exceptional circumstances apply

4.4 Multi-Week Programmes

  • Full refund if requested within 14 days of enrolment and the programme has not yet started
  • Partial refund (proportional to remaining weeks) if you withdraw after the programme has started but before the midpoint, provided you submit a written request with a stated reason
  • No refund after the programme midpoint has passed

5. Non-Refundable Items

Refunds will not be issued in the following situations:

  • Educational products that have been downloaded and accessed, unless materially defective
  • Personalised ride plans where the first week has already commenced
  • Consulting sessions cancelled less than 48 hours before the scheduled time without exceptional circumstances
  • Multi-week programmes where more than half of the programme duration has elapsed
  • Services purchased more than 30 days ago, regardless of usage status
  • Dissatisfaction based on subjective expectations rather than material deviation from the service description

6. Right of Withdrawal (EU Consumers)

If you are a consumer residing in the European Union, you have a statutory right of withdrawal of 14 days from the date of purchase for digital content and services, in accordance with Directive 2011/83/EU on consumer rights.

However, for digital products that are delivered immediately upon purchase, you acknowledge and agree at the time of purchase that:

  • Delivery of the digital content begins before the withdrawal period expires
  • You expressly consent to immediate delivery
  • You acknowledge that you lose your right of withdrawal once the digital content has been delivered and accessed

For services that have not yet been performed within the 14-day withdrawal period, you may exercise your right of withdrawal without providing a reason. To do so, send a clear statement of withdrawal to assist@boneshelbow.world before the 14-day period expires.

7. How to Request a Refund

To request a refund, please contact us using one of the following methods:

  • Email: assist@boneshelbow.world
  • Phone: +31 10 786 2760 (Monday to Friday, 09:00 – 17:00 CET)
  • Post: Boneshelbow, Hartmansstraat 26, 3012 VA Rotterdam, Netherlands

Your refund request should include:

  • Your full name and contact email address
  • The service purchased and date of purchase
  • Order or transaction reference number, if available
  • A clear statement of the reason for your refund request
  • Any supporting documentation (e.g., screenshots of technical issues with digital products)

We will acknowledge receipt of your request within 3 business days and provide a decision within 14 business days.

8. Refund Processing

Approved refunds are processed as follows:

  • Refunds are returned to the original payment method used for the purchase
  • Processing time is typically 5 to 10 business days after approval, depending on your payment provider
  • You will receive an email confirmation when the refund has been initiated
  • If the original payment method is no longer available, we will contact you to arrange an alternative refund method

Refund amounts include the purchase price paid. Shipping or transaction fees charged by third-party payment processors are non-refundable unless required by law.

9. Partial Refunds

In circumstances where a partial refund is applicable (as described in Section 4), the refund amount is calculated based on the proportion of the service not yet delivered or consumed. For multi-week programmes, the calculation is based on the number of remaining weeks relative to the total programme duration.

Partial refunds are processed using the same method and timeline as full refunds described in Section 8.

10. Programme Cancellations by Us

If we cancel a paid service due to insufficient enrolment, scheduling conflicts, or other operational reasons:

  • You will receive a full refund regardless of when the cancellation occurs
  • We will notify you at least 7 days before the scheduled start date whenever possible
  • As an alternative to a refund, you may choose to transfer your enrolment to a future session or programme of equal value

We are not liable for any incidental costs you may have incurred in preparation for a cancelled service (such as equipment purchases or travel arrangements).

11. Disputes

If you are dissatisfied with our refund decision, you may:

  • Request a review by contacting us with additional information or documentation
  • File a complaint with the Autoriteit Consument & Markt (ACM) at www.acm.nl
  • Use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr

We are committed to resolving disputes fairly and in accordance with Dutch consumer protection legislation.

12. Contact

For refund enquiries or requests, please contact:

Boneshelbow
Hartmansstraat 26, 3012 VA Rotterdam, Netherlands
Email: assist@boneshelbow.world
Phone: +31 10 786 2760