Return and Cancellation Policy
This Return and Cancellation Policy sets out the terms under which you may cancel a movement program subscription or request a refund. Tendonvibrant (KVK: 85247391, BTW: NL863247159B01) offers digital services in the form of online movement programs and associated specialist support. Because our services are delivered digitally, specific rules apply under Dutch and European consumer law regarding the right of withdrawal.
1. Nature of Our Services
All programs offered by Tendonvibrant are digital services delivered online. Upon enrolment, you gain immediate access to program content, video sessions, downloadable materials, and specialist support channels. There are no physical goods to return.
Our services are provided on a monthly subscription basis. You pay a recurring monthly fee in exchange for continued access to program content, updates, and support for that billing period.
2. Right of Withdrawal for Digital Services
Under the Dutch implementation of the EU Consumer Rights Directive (Wet Handhaving Consumentenbescherming), consumers generally have a 14-day right of withdrawal from distance contracts. However, this right does not apply to digital content or services where:
- You have expressly consented to the immediate delivery of the digital content or service before the withdrawal period has expired, and
- You have acknowledged that your right of withdrawal is therefore lost upon commencement of delivery.
At the point of enrolment, you will be asked to provide this explicit consent. If you do not provide this consent, delivery of program access will only begin after the 14-day withdrawal period has expired.
If you do not request immediate access, you retain the right to withdraw from your subscription within 14 days of enrolment without giving a reason. To exercise this right, you must notify us in writing before the 14-day period expires.
3. Cancellation of Ongoing Subscriptions
You may cancel your monthly subscription at any time. Cancellations take effect at the end of the current billing period. This means:
- You will retain full access to your program content until the last day of the current billing period
- You will not be charged for the following billing period
- No partial refund will be issued for unused days within the current billing period, unless otherwise required by law
To cancel your subscription, contact us in writing at least 5 business days before the renewal date. You can reach us via post or telephone as listed at the top of this page.
4. Refund Eligibility
Refunds are considered on a case-by-case basis under the following circumstances:
4.1 Technical Failure
If a confirmed, persistent technical failure on our part prevents you from accessing your program content for a period exceeding 72 consecutive hours, you may be eligible for a pro-rata refund for the affected period. You must report the issue to us promptly so we can investigate and resolve it.
4.2 Duplicate Charges
If you have been charged more than once for the same billing period due to a system error, the duplicate charge will be refunded in full within 10 business days of confirmation.
4.3 Enrolment Error
If you were enrolled in an incorrect program due to an administrative error on our part, we will either correct the enrolment at no charge or issue a full refund for the affected period, at your preference.
4.4 Requests Not Covered
Refunds will not ordinarily be provided in the following circumstances:
- You changed your mind after accessing the program content
- You did not make use of the program during the billing period
- You found the program content unsuitable for your preferences after accessing it
- Personal circumstances prevented you from using the service
We encourage all prospective participants to review our program descriptions thoroughly and contact us with any questions before enrolling.
5. How to Request a Cancellation or Refund
To cancel your subscription or submit a refund request, please contact us using the following details:
- Post: Tendonvibrant, Korte Poolsterstraat 2, 3067 LV Rotterdam, Netherlands
- Telephone: +31 10 420 5066
- Email: service@tendonvibrant.world
Please include your full name, email address used at enrolment, the program name, and a description of your request. We aim to respond to all cancellation and refund requests within 5 business days.
6. Processing of Approved Refunds
Where a refund is approved, it will be processed using the same payment method used at the time of the original transaction. Refunds are typically processed within 10 business days of approval. The actual time for funds to appear in your account may vary depending on your bank or payment provider.
7. Disputes
If you are dissatisfied with our response to a cancellation or refund request, you may escalate your complaint through the following channels:
- Submit a formal written complaint to our postal address
- Contact the Dutch Consumer and Market Authority (ACM) at acm.nl
- Use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr
We are committed to resolving disputes fairly and promptly. We prefer to resolve matters directly before any escalation and encourage you to contact us in the first instance.
8. Changes to This Policy
We reserve the right to update this Return and Cancellation Policy at any time. Changes will be posted on this page with a revised date. Continued use of our services after a policy update constitutes acceptance of the revised terms. We will endeavour to notify active subscribers of material changes in advance.
9. Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under Dutch law or applicable European Union consumer protection legislation. If any provision of this policy conflicts with applicable mandatory consumer law, the applicable law shall prevail.