Refund Policy
This refund policy explains when and how Backuitendonio may issue refunds for the quarterly active break programs that we deliver to companies in Sweden. It applies to the three program shapes presented on our programs page: Starter, Office and Studio. By accepting a quotation you confirm that you have read this policy and that you accept the rules described below.
1. Nature of our service
The programs that we sell are scheduled professional services delivered by named facilitators on agreed dates. Once a quarter has been confirmed in writing, the studio reserves capacity and prepares a content plan for that team. For this reason, the rules below are different from the rules that apply to physical goods.
2. Cancellation by the client before the quarter starts
If a client cancels a confirmed quarter before the first scheduled session of that quarter has taken place, we will issue a full refund of the amount paid, minus an administrative fee equal to ten per cent of the quarterly price. The administrative fee covers the time spent on onboarding, schedule design and content preparation. Refunds are processed within fifteen working days from the cancellation notice.
3. Cancellation by the client during the quarter
If a client decides to end a quarter early after the first session has already been delivered, we will calculate the prorated value of the visits that remain in the quarter and issue a refund equal to that value, minus the same ten per cent administrative fee. Visits that have already taken place are not refundable.
4. Cancellation by the studio
If the studio is unable to deliver the agreed program for reasons that are within our control, we will offer to reschedule the missed visits to mutually convenient dates within the following quarter. Where rescheduling is not possible, we will refund the prorated value of the visits that we could not deliver, without any administrative fee.
5. Force majeure
Neither party is liable for delays or cancellations caused by events that are outside its reasonable control, such as severe weather, public emergencies, transport disruptions or sudden restrictions on workplace gatherings. In such cases the studio and the client will agree in good faith on rescheduling or, where this is not realistic, on a fair refund of unused visits.
6. How to request a refund
Refund requests must be sent in writing by the contact named on the original quotation. The request should include the client company name, the date of the original quotation, the reason for the request and the preferred refund channel. Refunds are issued by bank transfer to the account from which the original payment was received, unless we agree otherwise in writing.
7. Disputes
If you disagree with the outcome of a refund request, please write to us so that we can review the case. We aim to handle disputes constructively and to find a fair resolution. Where a dispute cannot be resolved between the parties, it will be handled in accordance with the rules described in our terms of use.
8. Changes to this policy
We may update this policy from time to time. The current version is always available on this page and is identified by the date at the top. Changes apply to quarters confirmed after the date of publication and do not affect ongoing quarters.
9. Contact
Refund-related questions can be sent via the contacts page. We aim to acknowledge requests within two working days.