General principles and contact path
We issue refunds, credits, and alternative dates in line with the price list or written offer you accepted, with the stronger consumer law of your home country on top if it cannot be reduced by contract. The operations mailbox is ask@xolvarynyzei.world, and the public line is +45 70 20 85 05 when you need a human to confirm a cancellation window in speech. The postal point for a formal letter about a disputed charge remains Rødovre Centrum 1, 2610 Rødovre, Denmark. A complete request includes the booking reference, the name on the card or invoice, a short timeline, and, when relevant, a bank’s IBAN in the same name if we cannot return to a card for technical reasons.
Right of withdrawal for distance and off-premises sales
When EU or Danish rules grant a cooling-off period for a sale made at a distance, we respect the start date, the length, and the template instructions that apply. Digital products that you asked us to make available immediately, where the law allows an exception after prior consent, will be called out in checkout with plain wording before you pay. A mixed basket can split: one part may be returnable, another not, and we will itemise the refund lines.
When you change your mind in time
We return the part of the price the rules say, minus legal deductions for service already started when that is foreseen, and you return any physical good we already shipped if the law pairs return with a refund in your case.
When a statutory exception applies
Customised or date-specific work that has been fully completed may be outside a generic withdrawal, but we can still use commercial goodwill in individual situations.
Cancellations you start before a session
Up to a minimum notice that your confirmation states—often a few business days, but the exact number is always on that document—you can move the appointment once without a fee, subject to a slot in the same price band. With shorter notice, a percentage fee may apply, again exactly as the table in your order shows. A “no show” on the start time without a message can forfeit a deposit when we reserved staff or a lane. If a serious personal event stops you, tell us; we have a small hardship review but cannot promise an outcome in advance in every file.
When we cancel or change the plan
Weather, public-health guidance for a site we do not own, technical failure, or a coach’s sudden absence can all force a change. We will offer the next equivalent session, a credit, or a full refund of the part you already paid, in that order when capacity allows, unless you have a good reason to refuse the substitute. A partial run—half a block completed before an evacuation—triggers a pro-rata credit when that is the fair split.
How we pay refunds in practice
Card payments go back to the same card where the network permits; we do not send card numbers by email. Bank transfers need an IBAN and, where required, a BIC. We start the bank or acquirer process within about five business days of a written, approved sum, but settlement can take longer on your side. A cash refund, when we used cash, is logged with a reference note you and we keep. If you do not see money after a reasonable bank window, send a trace request through the same contact thread so we can follow the idempotency key from our provider.
Merchandise, bundles, and combined tickets
If you return a cap or other physical item, it should be unused, with tags, within the return window the receipt states. A bundle is allocated value per line; if you keep a towel but return classes, the algorithm on your invoice will show how much money stays with the kept item. A gift pass follows the name on the order unless a separate gift letter shows another beneficiary.
Digital passes and “instant” delivery
When you check the box to receive a download or QR code at once, you acknowledge that a withdrawal can be lost for that part of the purchase, as the law can allow if we displayed that clearly. If a file is defective, you still have a right to a working copy or a proportionate price reduction, separate from a withdrawal question.
Chargebacks, disputes, and good-faith resolution
Before you ask your card issuer to reverse a charge, let us look at the booking record. Many misunderstandings are a duplicate click or a calendar zone mix-up. A chargeback after we have already refunded can create a complex reconciliation, so we ask you to forward any bank case number you receive. We will not threaten retaliation for a lawful chargeback, but we may pause future bookings if fraud screening flags a pattern.
Records, privacy, and your proof
Accounting entries, refund proofs, and email threads are kept in line with the privacy policy so we can answer tax authorities or show an audit how a guest was treated. You can request a one-page “case summary” for a closed refund when you are closing your own file at home.
Updates to this return policy
When a fee table or a legal minimum notice changes, we will publish a new version of this page, note it in a newsletter to active bookers if we have permission, and keep the terms of use and checkout screens aligned. The live date in the green strip below the menu on this view shows the day your device thinks it is, which is a helpful cross-check for PDF prints.