Refund & Return Policy

01 Overview

Clearingvitabone ("we," "us," or "our") provides lifestyle coaching focused on sleep education, habit formation, and evening routines. We want every client to feel confident when booking our services. This Refund & Return Policy ("Policy") describes the circumstances under which refunds may be granted, how to submit a request, and what you can expect during processing.

This Policy applies to purchases made through clearingvitabone.world, by email invoice, or through our approved booking and payment channels. It should be read together with our Terms of Use and Privacy Policy. Where this Policy offers more generous terms than mandatory law requires, those terms apply; where mandatory consumer protection law provides greater rights, the law prevails.

We are based in Amsterdam, Netherlands, and serve clients throughout the European Union and internationally. Prices are typically quoted in euros (EUR) unless otherwise stated at checkout. All refund amounts are calculated in the currency of the original transaction.

02 Eligibility

Refund eligibility depends on the type of product or service purchased, how much of the service has been delivered or consumed, whether you are exercising a statutory withdrawal right, and whether your request falls within the applicable timeframes described in Section 06.

Generally, you may be eligible for a refund if:

• You cancel a coaching session within the notice period before the scheduled start time;
• You request a refund for an unused portion of a session package before completing more than half of included sessions;
• You withdraw from a distance contract within the statutory cooling-off period and have not waived that right by requesting immediate performance;
• You purchased a digital product and have accessed less than the threshold stated in Section 05;
• We are unable to deliver the service due to our cancellation, technical failure, or force majeure; or
• We approve an exception under Section 12 for documented serious circumstances.

Refund eligibility does not apply where you have violated our Terms of Use, engaged in abusive conduct toward staff or coaches, shared login credentials in breach of our policies, or attempted to circumvent this Policy through repeated chargebacks or duplicate claims.

03 Coaching Refunds

One-on-one coaching sessions are scheduled appointments with a dedicated coach. Because we reserve time exclusively for you, cancellation windows and fees reflect the cost of late changes and unfilled calendar slots.

3.1 Single coaching sessions

Session times are based on Central European Time (CET/CEST). You are responsible for joining on time via the link or location provided. If you experience technical difficulties, contact us immediately during the session window so we can attempt to reconnect or reschedule without penalty.

3.2 Session packages

Session packages expire 12 months from the date of purchase unless otherwise stated in your booking confirmation. Unused sessions after expiry are not refundable. We may extend expiry once per package upon written request for illness or relocation, supported by reasonable documentation.

04 Program Refunds

Structured programs combine live coaching, curriculum modules, check-ins, and community or resource access over multiple weeks. These programs require advance planning and coach allocation across the cohort or your individual timeline.

4.1 Sleep Strategy & Night Protocols programs

"Program materials" include video lessons, downloadable PDFs, audio files, worksheets, and any member-area content tracked by our platform. We use access logs to determine consumption fairly; if you believe a log is inaccurate, contact us with the dates and modules you accessed.

Program transfers to a future cohort may be offered instead of a refund when seats are available and your request is made before Week 2. Transfer is subject to a one-time administrative fee of €50 unless the transfer is due to our rescheduling.

05 Digital Products

Standalone digital products include ebooks, sleep journals, audio meditations, template packs, and recorded masterclasses sold separately from live coaching. Once digital files are delivered or streaming access is enabled, the product cannot be physically returned.

Access percentages are measured by our delivery platform (pages viewed, files downloaded, or playback duration for audio/video). If you purchased through a third-party marketplace, that platform's refund rules may apply instead; contact us and we will direct you appropriately.

Licensed materials remain our intellectual property. A refund revokes your license to use the content; you agree to delete copies in your possession upon refund confirmation.

06 Refund Timeframes

To remain eligible under this Policy, you must submit your refund request within the deadlines below. Late requests may still be considered under Section 12 but are not guaranteed.

Timeframes are calculated from the date of payment confirmation in your receipt email, unless otherwise stated. For bank transfers, the payment date is the date funds are received in our account. Public holidays in the Netherlands do not extend statutory EU withdrawal periods unless required by law.

07 Request Process

All refund requests must be submitted in writing so we can maintain an accurate record and respond consistently. Email is the preferred channel.

Step 1 — Submit your request

Email service@clearingvitabone.world with the subject line "Refund Request" and include:

• Your full legal name and email address used at purchase;
• Order, invoice, or booking reference number;
• Date of purchase and payment method (last four digits of card if applicable);
• Product or service name (e.g., "Night Protocols — 8 Week Program");
• Clear reason for your request; and
• Whether you prefer a full refund, partial refund, or transfer/reschedule.

Step 2 — Acknowledgment and review

We acknowledge receipt within two business days. Our team reviews eligibility against this Policy, your usage history, and payment records within five business days. We may ask for additional information; the review clock pauses until you respond.

Step 3 — Decision

You receive a written decision by email stating approval or denial, the refund amount if approved, any administrative deductions, and the expected processing timeline. If denied, we explain which policy section applies and whether alternatives (such as credit toward future services) are available.

Step 4 — Refund execution

Approved refunds are initiated to your original payment method unless impossible (for example, expired card), in which case we will agree on an alternative such as bank transfer within the SEPA area. You do not need to return coaching time already received; for digital products, delete local copies as described in Section 05.

08 Partial Refunds

When full refunds are not available, we may grant partial refunds based on the unused portion of your purchase. Partial refunds are calculated in good faith using the formulas below and may be rounded to the nearest euro.

8.1 Prorated calculation

For session packages: Refund = (Package price ÷ Total sessions) × Unused sessions − Administrative fee. For programs: Refund = (Program price ÷ Total weeks) × Unused weeks − Administrative fee. Promotional discounts are applied proportionally so that used portions are valued at the discounted rate.

8.2 Administrative fees

Administrative fees (20% for packages, 25% for programs) cover payment processing costs, scheduling changes, coach reallocation, and staff time. They are deducted only from the refundable portion, not from the full original purchase price when no refund is due.

8.3 Service credits

At our discretion, we may offer account credit instead of a cash refund. Credits are valid for 12 months, non-transferable, and may be applied to any publicly listed service of equal or greater value (you pay the difference). Credits are optional; you may decline and receive a monetary partial refund if otherwise eligible.

09 Non-Refundable Items

The following are generally not eligible for refunds. This list is not exhaustive but reflects our most common cases.

• Coaching sessions that have already been conducted, including late arrivals where the full slot was held for you;
• Program weeks completed, live calls attended, or more than 50% of package sessions used;
• Digital products accessed beyond 20% or purchased more than 7 days ago, except for defects or misdescription;
• Third-party fees (payment processor charges, currency conversion, or bank fees) that we do not control;
• Custom or bespoke materials created specifically for you after written approval of scope;
• Gift purchases after the gift has been redeemed by the recipient, except as required by law;
• Services terminated for breach of Terms of Use, harassment, or fraudulent charge activity; and
• No-shows without prior cancellation through our booking system or email.

Free resources, newsletter content, blog materials, and trial community access are provided at no charge and are not subject to refund.

10 Chargebacks

A chargeback is a dispute initiated with your bank or card issuer rather than through our refund process. We encourage you to contact us first at service@clearingvitabone.world so we can resolve issues quickly and avoid unnecessary fees for both parties.

If you file a chargeback while a refund request is under review, we may pause internal processing until the dispute is resolved. We will provide your payment provider with relevant evidence, including booking confirmations, attendance records, access logs, and copies of this Policy accepted at purchase.

If a chargeback is decided in your favor and we had already issued a refund, we will work with you to correct any duplicate credit. If decided in our favor, your access to unpaid services may be revoked and outstanding balances may remain due.

11 Processing Times

Refund timing has two stages: our internal approval and initiation, and your payment provider's settlement to your account.

11.1 Internal processing

• Acknowledgment: Within 2 business days of receiving your request.
• Decision: Within 5 business days after we have all required information.
• Initiation: Within 3 business days of approval.

11.2 Payment provider timelines

• Credit and debit cards: 5–10 business days after initiation.
• iDEAL and Dutch bank methods: 3–7 business days.
• PayPal and similar wallets: 3–5 business days.
• International wire / SEPA: 7–14 business days.

Total elapsed time from request to funds in your account is typically 10–20 business days for card payments. Weekends and Dutch public holidays are excluded from business-day counts. You will receive an email when the refund is initiated; the appearance of funds depends on your bank.

12 Exceptions

We evaluate exceptional circumstances individually. Documentation may be required. Approval is at our discretion and does not set a precedent for future requests.

12.1 Medical and family emergencies

Serious illness, hospitalization, bereavement, or other major life events may qualify for rescheduling, credit, or partial refund outside standard windows. Send a brief explanation and, where reasonable, supporting documentation (for example, a doctor's note or obituary notice). We handle sensitive information in accordance with our Privacy Policy.

12.2 Service quality concerns

If you believe your coach failed to meet professional standards, contact us within 7 days of the session with specific details. We may offer a replacement session with another coach, extended access, or a partial refund after internal review. Dissatisfaction with subjective outcomes alone does not qualify unless we failed to deliver the booked service.

12.3 Our cancellation or technical failure

If we cancel a session or program, or a platform outage prevents delivery for more than 30 minutes during a live session, you are entitled to a full refund or reschedule at no cost. For extended outages affecting digital access, we will extend license periods before considering cash refunds.

12.4 Force majeure

Events beyond reasonable control (severe weather, pandemic restrictions, utility failures) may require program delays. We will offer rescheduling, credit, or refund if services cannot be delivered within a reasonable alternative timeframe agreed with affected clients.

13 Policy Modifications

We may update this Policy to reflect changes in our services, payment methods, or legal requirements. The "Last updated" date at the top of this page indicates the current version.

• Changes apply to purchases made after the updated date is published;
• Purchases made before a change remain subject to the Policy in effect at the time of purchase, unless the new version is more favorable to you or required by law;
• Material changes will be highlighted on our website for at least 30 days where practicable.

We encourage you to review this Policy before each new purchase. Continued use of paid services after notice of non-material changes constitutes acknowledgment where permitted by Dutch and EU law.

14 Contact Us

For refund requests, questions about eligibility, or help choosing between a refund and reschedule:

Our client services team is available Monday through Friday, 09:00–17:00 CET, excluding Dutch public holidays. We aim to handle every request with respect and clarity, and we appreciate the opportunity to resolve concerns before they escalate.