Booking, Cancellation & Refund Policy

This policy applies to bookings and services provided to private consumers by Yinergy AB, operating as Yinergy Wellness Studio.

Before completing a booking through Bokadirekt or another booking channel approved by Yinergy, the client should have an opportunity to read this policy.

Corporate clients, international projects, collaborative arrangements and other special bookings may be governed by a separate written agreement.

Nothing in this policy limits any mandatory rights available to consumers under applicable Swedish consumer law.

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1. Bookings and Confirmations

Online bookings are currently handled through Bokadirekt.

A booking is confirmed when the client receives a booking confirmation from Bokadirekt or Yinergy.

The client is responsible for checking:

• The selected service
• The appointment date and start time
• The price
• The contact information provided
• The applicable cancellation terms

If any information is incorrect, the client should contact Yinergy as soon as possible.

Some services, prepaid programmes or special arrangements may require advance payment, a booking deposit or separate confirmation. The applicable payment terms will be provided before the booking or purchase is completed.

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2. Statutory 14-Day Right of Withdrawal

When a private consumer enters into a service contract online, by telephone or through another distance-sales channel, a statutory 14-day right of withdrawal will normally apply where required by law.

For a service contract, the withdrawal period normally begins on the day after the contract is entered into.

The statutory right of withdrawal and Yinergy’s 48-hour cancellation policy are separate. Where the client validly exercises a statutory right of withdrawal within the applicable period, the statutory right takes priority.

The client does not need to provide a reason when exercising a statutory right of withdrawal.

The client may use any cancellation or withdrawal function made available through Bokadirekt, where applicable, or send Yinergy a clear statement that they wish to withdraw from the contract. Written communication is recommended so that the client can retain a record.

If the client wants a service to begin before the 14-day withdrawal period has ended, Yinergy may require the client to expressly confirm that:

• The client requests that the service begins before the withdrawal period ends;
• If the service has started but has not been fully performed, the client may be required to pay a proportionate amount for the part already provided if the right of withdrawal is exercised;
• Once the service has been fully performed, the right of withdrawal may end where the client has given the express consent and acknowledgement required by law.

This section concerns the statutory right of withdrawal. It does not prevent the client from cancelling or rescheduling an appointment under the terms below.

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3. Cancellation or Rescheduling at Least 48 Hours in Advance

A booking may be cancelled or rescheduled without charge if Yinergy receives the request at least 48 hours before the scheduled start time.

A cancellation or rescheduling request may be submitted through:

• The booking-management function provided by Bokadirekt;
• The Yinergy company email address; or
• The approved Yinergy WhatsApp Business contact.

The cancellation time is determined by when the notification is received by Yinergy or registered by Bokadirekt.

Clients are encouraged to retain written confirmation of the cancellation or rescheduling request.

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4. Cancellation or Rescheduling Less Than 48 Hours in Advance

If a client cancels or requests to reschedule less than 48 hours before the scheduled start time, a late-cancellation fee of SEK 1,000 will normally be charged.

The fee reflects the appointment time reserved specifically for the client and the reasonable costs and loss that may arise when the time cannot be offered to another client at short notice.

Yinergy may reduce or waive the fee if the appointment can be filled by another client or where exceptional circumstances reasonably justify doing so.

Any individual reduction or waiver is discretionary and does not automatically create the same entitlement for other or future bookings.

Where a mandatory statutory right of withdrawal applies, that right takes priority over the standard late-cancellation policy.

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5. Late Cancellation of a Prepaid Programme Session

If a client cancels or requests to reschedule a prepaid programme session less than 48 hours before its scheduled start time:

• A late-cancellation fee of SEK 1,000 will normally be charged;
• The programme session will not be deducted;
• The session may be rescheduled after the fee has been paid.

If the session is cancelled or rescheduled at least 48 hours in advance, no fee will be charged and the programme session will remain available.

Yinergy may reduce or waive the late-cancellation fee in the circumstances described in Section 4.

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6. No-Show

A client is considered a no-show if they do not attend the scheduled appointment and have not informed Yinergy in advance.

The following terms apply:

• For an individual session, a no-show fee of SEK 1,000 will be charged.
• For a prepaid programme, the missed session will be counted as used and deducted from the remaining programme sessions. No separate SEK 1,000 fee will be charged for the same missed appointment.

Where applicable, outstanding cancellation or no-show charges must be settled before another appointment can be booked.

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7. Late Arrival

Clients are asked to arrive on time. Arriving late does not extend the scheduled appointment, and the session will still end at the originally agreed time.

If the client arrives less than 20 minutes late and the service can still be provided appropriately, the session may be shortened. No full or partial refund will be provided for time lost because of the client’s late arrival.

If the client arrives 20 minutes or more after the scheduled start time, Yinergy will assess whether sufficient time remains to provide the session safely and appropriately.

This assessment may take into account:

• The scheduled duration of the service;
• The remaining available time;
• The nature and scope of the session; and
• Whether the service can be provided properly without being rushed.

If there is no longer sufficient time to provide the service safely and appropriately, the appointment may be treated as a no-show:

• An individual-session client will be charged SEK 1,000.
• A prepaid programme client will have one programme session deducted, with no additional SEK 1,000 charge.

8. Completed Services

A service that has been fully provided as agreed will not normally be refunded solely because:

• The client changes their mind afterwards;
• The client’s subjective experience differs from their expectations;
• The client does not experience a particular expected physical change; or
• The client does not follow reasonable pre-session or after-session guidance.

Yinergy provides personalised wellbeing and bodywork experiences. Individual experiences and responses vary, and Yinergy does not guarantee any specific physical change, sensation or result.

This does not limit the client’s right to raise a complaint where the service was not provided as agreed or where the client has rights under applicable consumer law.

If a client has concerns about a service, they should contact Yinergy as soon as possible so that the circumstances can be reviewed and an appropriate solution considered.

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9. Ending a Prepaid Programme Before Completion

A client may request to end a prepaid programme before all sessions have been completed.

If the client ends the programme after any applicable statutory withdrawal period has expired, the refund will not be calculated simply by dividing the discounted programme price by the number of sessions.

Any potential refund will be calculated as follows:

Amount paid
minus completed sessions recalculated at their regular standalone prices
minus the value of products or materials already used, opened or supplied
minus any valid outstanding cancellation or no-show charges
equals the potential remaining refund.

This means that completed services will be recalculated at their regular standalone prices rather than at the discounted programme rate, which applies when the full programme is completed.

The following are normally non-refundable:

• Sessions already completed;
• Activation Cream that has been opened, used or supplied to the client;
• Personal products or materials that have already been used or specifically prepared and cannot reasonably be reused;
• Valid late-cancellation or no-show charges that have already arisen.

If the recalculation results in no remaining balance, no refund will be payable.

Any amount already due for completed services or valid charges will remain payable.

Where a statutory 14-day right of withdrawal applies, the statutory rules take priority. If part of a programme has already been provided during the statutory withdrawal period at the client’s express request, payment for that part will be calculated in accordance with the applicable statutory rules.

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10. Products and Activation Cream

Activation Cream and other personal-use products that have been opened, used or supplied to the client are normally non-returnable and non-refundable for hygiene, personal-use and product-integrity reasons.

If a product is defective, damaged or supplied incorrectly, the client should contact Yinergy as soon as possible.

This section does not limit any statutory consumer rights relating to defective products.

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11. Cancellation by Yinergy

If Yinergy needs to cancel an appointment because of illness, an emergency or another circumstance that cannot reasonably be avoided, the client may choose:

• To reschedule without charge; or
• To receive a refund for an individual prepaid service that has not been provided.

For a prepaid programme, a session cancelled by Yinergy will not be deducted from the programme.

If the remaining programme services cannot be rescheduled within a reasonable period, the client may request a refund for the part that has not been provided. In this situation, the unprovided part cancelled by Yinergy will not be recalculated at regular standalone prices.

Unless otherwise agreed in writing or required by law, Yinergy is not normally responsible for the client’s travel, accommodation, loss of income or other indirect costs resulting from a cancelled appointment.

International projects, concentrated programmes and arrangements requiring travel or accommodation should be governed by a separate written agreement.

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12. Refund Method and Processing Time

Approved refunds will normally be returned to the original payer using the original payment method.

Refunds connected with a statutory right of withdrawal will be processed within the period required by law.

Other refunds approved by Yinergy will normally be initiated within 14 days after the refundable amount has been confirmed.

Banks, card providers, PayPal and other payment-service providers may require additional processing time. This additional processing time is not entirely within Yinergy’s control.

Unless otherwise required by law, an electronic payment will not be refunded in cash.

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13. Gift Cards

Yinergy gift cards are subject to the following terms:

• A gift card is valid for 12 months from the date of purchase.
• The expiry date will be stated on the gift card or purchase confirmation.
• The gift card is issued in the name of the purchaser or intended recipient.
• A gift card may be transferred to another person, but Yinergy should be informed before the new holder makes a booking.
• A transfer does not extend or restart the original 12-month validity period.
• The gift card must be used before the stated expiry date.
• Any unused balance will expire after the expiry date and will not be refunded or automatically extended, except where required by law.
• Gift cards cannot be exchanged for cash.
• If the price of a service is lower than the available balance, the remaining balance may be used before the original expiry date.
• No cash change will be provided.
• If the selected service costs more than the available balance, the client must pay the difference using another payment method accepted by Yinergy.

Bookings made using a gift card are subject to the same cancellation, late-arrival and no-show terms set out in this policy.

Where appropriate, a valid late-cancellation or no-show charge may be deducted from the gift-card balance. If the available balance is insufficient, the remaining amount must be paid separately.

If a gift card is purchased online, by telephone or through another distance-sales channel, any applicable statutory 14-day right of withdrawal remains available.

Where a valid statutory withdrawal applies:

• Any refund will be returned to the original purchaser;
• The original payment method will normally be used;
• If part of the gift card has already been used, the unused part will be handled in accordance with applicable law.

The rule that gift cards cannot be exchanged for cash does not remove any mandatory statutory right to a refund.

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14. Exceptional Circumstances

If a client is unable to attend because of a serious and unexpected circumstance, the client should contact Yinergy as soon as possible.

Yinergy may decide to reduce or waive a late-cancellation or no-show charge after considering the individual circumstances.

Any individual exception:

• Does not mean that Yinergy has accepted a general legal obligation to waive the charge;
• Does not automatically change this policy; and
• Does not automatically entitle other clients or future bookings to the same exception.

To protect personal privacy, clients should not send detailed medical records or unnecessary sensitive health information through an ordinary contact form, email or WhatsApp message.

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15. Corporate Clients and Special Projects

This policy is primarily intended for ordinary bookings made by private consumers.

Separate written terms may apply to:

• Corporate clients;
• Business-to-business arrangements;
• International projects;
• Concentrated programmes;
• Special events;
• Projects requiring several consecutive working days;
• Arrangements involving third-party premises, travel, accommodation or other non-refundable costs.

Where a separate written agreement differs from this policy, the separate agreement will apply to the extent permitted by law.

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16. Complaints and Disputes

If a client has a question or complaint concerning a charge, cancellation, refund or completed service, the client should first contact Yinergy in writing and provide:

• The booking or purchase information;
• The relevant date;
• A brief explanation of the concern; and
• The solution the client is requesting.

Yinergy will review the matter and respond within a reasonable period.

If a consumer dispute cannot be resolved directly, the client may be able to submit the matter to the Swedish National Board for Consumer Disputes:

Allmänna reklamationsnämnden — ARN

The applicable value and time requirements must be met.

Consumers may also seek guidance from Konsumentverket or their local consumer-advice service.

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17. Contact Details

Questions about bookings, cancellations, refunds or this policy may be directed to:

Yinergy AB
Organisation number: 559548-5094
Address: Mastgränd 21, 21177 Malmö
Email: info@yinergy.se

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18. Updates to This Policy

Yinergy may update this policy when its services, booking system, payment methods or legal obligations change.

The latest version will be published on the Yinergy website with an updated revision date.

A booking or purchase already entered into will be handled according to the terms provided at the time of booking or purchase, together with any mandatory applicable law.