Return Policy
Last updated:
This Return Policy explains cancellation, rescheduling, and refund conditions for nutrition coaching products purchased from Spinalnew via spinalnew.world or direct agreement. It supplements our Terms of Use and applies to consumers in Finland unless otherwise agreed in writing for business clients.
1. Nature of Coaching Products
Our products are personal coaching services delivered over time rather than physical goods. Statutory withdrawal rights for distance contracts may apply before services fully begin. Once a scheduled session has been delivered with your agreement, that portion of the service is considered consumed.
2. Discovery Session (€89)
You may cancel or reschedule a Discovery Session at no charge if we receive notice at least forty-eight hours before the appointment. Cancellations within forty-eight hours may result in forfeiture of the session fee or a rescheduling fee of €25 at our discretion. If we cancel the session, you receive a full refund or a new appointment at your choice.
If you are dissatisfied after attending, contact us within seven days explaining the concern. We may offer a partial credit toward Monthly Coaching or a one-time partial refund where service delivery did not meet the described scope.
3. Monthly Coaching (€149 per month)
Monthly Coaching renews each calendar month until cancelled with fourteen days written notice before the next billing date. Notice may be sent to info@spinalnew.world with your full name and booking reference.
Refunds for the current month are not provided for sessions already completed. If you cancel mid-cycle, access continues until the end of the paid period; no pro-rata refund is due for unused sessions unless required by mandatory consumer law or where we are unable to deliver remaining sessions due to our fault.
Unused sessions do not roll over beyond one month without prior written agreement.
4. Complete Program (€449)
The Complete Program is a prepaid twelve-week package. You may withdraw within fourteen days of purchase without giving a reason, provided no sessions have taken place, in line with Finnish consumer distance selling rules.
After the first session occurs with your consent, withdrawal rights may be limited to the unused portion calculated on a pro-rata basis minus a reasonable administration fee not exceeding fifteen percent of the remaining value, except where the service was materially not as described.
Pausing the program for up to four weeks for documented personal reasons may be granted once per enrollment subject to availability.
5. Cancellation by Spinalnew
If we cannot deliver booked sessions due to coach unavailability or force majeure, we offer rescheduling or refund of affected sessions. Extended inability to deliver may entitle you to a proportional refund of prepaid fees.
6. How to Request a Refund
Send a clear request to info@spinalnew.world including your name, purchase date, product name, and reason. We acknowledge within three business days and process approved refunds within fourteen days to the original payment method where possible.
7. Non-Refundable Situations
Refunds are generally not granted where:
- Sessions were missed without timely cancellation notice.
- Dissatisfaction relates to outcomes dependent on client implementation outside our control.
- Digital materials were fully downloaded and the statutory withdrawal period has expired with your prior express consent to begin delivery.
- Abusive behaviour led to termination under our Terms of Use.
8. Chargebacks
Please contact us before initiating a chargeback so we can resolve issues promptly. Unfounded chargebacks may lead to suspension of future bookings.
9. Consumer Mediation
EU consumers may use the European Online Dispute Resolution platform for cross-border disputes. Finnish consumers may contact the Consumer Advisory Services for guidance. We aim to resolve complaints directly in good faith.
10. Policy Changes
We may update this Return Policy. Purchases made before an update remain subject to the policy version communicated at purchase unless mandatory law requires otherwise.
11. Contact
Spinalnew
Heikkiläntie 10, 00210 Helsinki, Finland
+358504902815
info@spinalnew.world