1. Overview
At Flexpolishmove, we are committed to transparency in our business practices. This Refund Policy outlines the conditions under which refunds may be requested for coaching services, educational programmes, and digital products purchased through our website or directly at our Amsterdam office.
This policy is designed to comply with Dutch consumer protection law, EU Directive 2011/83/EU on consumer rights, and the Dutch Civil Code (Burgerlijk Wetboek). Your statutory rights as a consumer are not affected by this policy.
2. Company Details
Flexpolishmove
Kinkerstraat 179, 1057 DP Amsterdam, Netherlands
Email: assist@flexpolishmove.world
Phone: +31 20 689 7887
3. Coaching and Consulting Sessions
3.1 Individual Sessions
For individually booked coaching or consulting sessions:
- Cancellation 48+ hours before session: Full refund or free rescheduling at your choice.
- Cancellation 24–48 hours before session: 50% refund or free rescheduling within thirty days.
- Cancellation less than 24 hours before session: No refund. Rescheduling may be offered at our discretion, subject to a rescheduling fee of 25% of the session price.
- No-show without prior notice: No refund or rescheduling entitlement.
Cancellation requests must be submitted via email to assist@flexpolishmove.world or by phone during office hours. The timestamp of your communication determines the cancellation window.
3.2 Session Packages
When purchasing a package of multiple coaching sessions (e.g., four or eight sessions):
- Unused sessions may be refunded within fourteen days of purchase if no sessions have been attended.
- After the first session has been completed, refunds are calculated on a pro-rata basis for remaining unused sessions, minus a 15% administrative fee.
- Packages expire twelve months from the date of purchase. Unused sessions after expiry are non-refundable.
4. Educational Programmes
4.1 Starter Circuit (4 Weeks)
Refund available within fourteen days of enrolment if you have not accessed more than one week of programme materials. After accessing beyond the first week, no refund is available, but you may transfer enrolment to a future programme start date once within a six-month period.
4.2 Explorer Series (8 Weeks)
Refund available within fourteen days of enrolment if fewer than two weeks of materials have been accessed. Pro-rata refunds for remaining weeks may be considered on a case-by-case basis if circumstances prevent continuation (documentation may be requested). No outcome-based refund claims are accepted, as programme results vary by individual.
4.3 Steady Path (12 Weeks)
Refund available within fourteen days of enrolment if fewer than two weeks of materials have been accessed. After this period, refunds are generally not available. Programme transfers to a later cohort may be arranged subject to availability and a 10% transfer fee.
4.4 Group Orientation Sessions
Full refund if cancelled at least forty-eight hours before the scheduled session. Cancellations within forty-eight hours receive no refund but may transfer attendance to the next available group session within three months.
5. Digital Educational Products
Digital products include workbooks, route guides, habit-tracking templates, and other downloadable materials.
- Before download/access: Full refund within fourteen days of purchase, in accordance with EU consumer withdrawal rights for digital content not yet accessed.
- After download/access: By accessing or downloading the digital product, you acknowledge that the delivery has begun and waive your right of withdrawal as permitted under Article 16(m) of Directive 2011/83/EU. No refund is available after access.
- Technical issues: If you are unable to access a purchased digital product due to technical problems on our end, we will resolve the issue or provide a full refund within seven business days of your report.
6. Physical Products
If we offer physical educational materials (printed workbooks, maps, etc.):
- Return within fourteen days of receipt in original, unused condition for a full refund.
- Return shipping costs are borne by the customer unless the product is defective or incorrectly shipped.
- Refunds are processed within fourteen business days of receiving the returned item.
7. EU Consumer Right of Withdrawal
If you are a consumer residing in the European Union, you have the right to withdraw from a distance contract within fourteen days without giving any reason, in accordance with Directive 2011/83/EU. The withdrawal period expires fourteen days from the day of contract conclusion for services, or fourteen days from the day you receive goods for physical products.
To exercise the right of withdrawal, you must inform us of your decision by a clear statement sent to assist@flexpolishmove.world. You may use the following model withdrawal form, although it is not obligatory:
To Flexpolishmove, Kinkerstraat 179, 1057 DP Amsterdam, assist@flexpolishmove.world:
I hereby give notice that I withdraw from my contract for the following service/product: [description]
Ordered on: [date]
Name: [your name]
Address: [your address]
Date: [date]
The right of withdrawal does not apply to services fully performed with your express prior consent before the withdrawal period ends, or to digital content delivered with your express consent acknowledging loss of withdrawal rights.
8. How to Request a Refund
To request a refund, please follow these steps:
- Send an email to assist@flexpolishmove.world with the subject line "Refund Request"
- Include your full name, order or booking reference, date of purchase, and reason for the refund request
- Attach any relevant documentation (e.g., proof of cancellation timing)
- We will acknowledge your request within three business days
- A decision will be communicated within fourteen business days
Alternatively, you may call +31 20 689 7887 during office hours (Monday–Friday, 09:00–17:00 CET) to initiate a refund request.
9. Refund Processing
Approved refunds are processed as follows:
- Refunds are returned to the original payment method used for the purchase
- Processing time is five to ten business days after approval
- Bank processing may add an additional three to five business days before funds appear in your account
- You will receive email confirmation when the refund has been initiated
- Refund amounts include VAT where applicable
10. Non-Refundable Items and Situations
Refunds are not available in the following circumstances:
- Services that have been fully delivered and completed
- Digital products that have been downloaded or accessed with your consent
- Dissatisfaction with general coaching outcomes, as we provide educational guidance without outcome guarantees
- Failure to attend scheduled sessions without timely cancellation
- Requests made after the applicable refund window has expired
- Promotional or discounted items marked as non-refundable at the time of purchase
11. Disputes and Complaints
If you disagree with a refund decision, you may request a review by emailing assist@flexpolishmove.world with additional information. A senior team member will review your case within ten business days.
EU consumers may also use the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr. We are committed to resolving disputes amicably before formal proceedings.
12. Changes to This Policy
We may update this Refund Policy to reflect changes in our services or legal requirements. The "Last updated" date at the top of this page indicates the most recent revision. Changes do not affect refund requests for purchases made before the policy update.
13. Contact
For refund enquiries or assistance, please contact:
Flexpolishmove
Kinkerstraat 179, 1057 DP Amsterdam, Netherlands
Email: assist@flexpolishmove.world
Phone: +31 20 689 7887