Return Policy

Last updated:

1. Overview

This Return Policy applies to consultation services purchased from Kneessybone. As our services are delivered digitally and through scheduled sessions, this policy outlines our cancellation, rescheduling, and refund procedures. It is designed to comply with the EU Consumer Rights Directive (2011/83/EU) as implemented in Finland through the Consumer Protection Act (Kuluttajansuojalaki 38/1978, Chapter 6).

2. Service Provider

Kneessybone
12 Eskdale Terrace, Cullercoats, Whitley Bay, North Shields NE30 4PX, United Kingdom
Email: contact@kneessybone.world
Phone: +44 7963 316663

3. Statutory Right of Withdrawal (14 Days)

If you are a consumer in Finland or the European Union, you have the right to withdraw from a distance contract within 14 days without giving any reason. The withdrawal period expires 14 days from the day the contract is concluded (the day you receive booking confirmation).

To exercise your right of withdrawal, you must inform us of your decision by a clear statement (e.g. email or letter) sent to the contact details above before the 14-day period expires.

Model withdrawal notice: "I hereby give notice that I withdraw from my contract for the provision of the following service: [service name], ordered on [date], name: [your name], address: [your address], date: [date]."

If you request that services begin during the 14-day withdrawal period, you acknowledge that:

  • You may lose your right of withdrawal once the service has been fully performed, if performance began with your prior express consent and acknowledgement that you would lose the right once the service was complete
  • If the service has been partially delivered, you may be liable to pay a proportionate amount for the services already provided

4. Cancellation by Client

In addition to your statutory rights, the following cancellation terms apply to scheduled sessions:

  • More than 48 hours before session: Full refund or free rescheduling
  • 24–48 hours before session: 50% refund or one free rescheduling
  • Less than 24 hours before session: No refund; rescheduling subject to availability and a rescheduling fee
  • No-show: Session fee is non-refundable

These terms do not affect your mandatory statutory rights under Finnish or EU consumer law.

5. Cancellation by Provider

If we need to cancel a session, you will be offered a full refund or the option to reschedule at no additional cost. We will provide as much notice as possible.

6. Refund Process

Approved refunds will be processed within 14 calendar days of receiving your withdrawal or cancellation request, using the same payment method used for the original transaction, unless you expressly agree otherwise. No fees will be charged for reimbursement.

If the original payment method is unavailable, we will contact you to arrange an alternative.

7. Rescheduling

You may reschedule a session once at no charge if requested at least 48 hours in advance. Additional rescheduling requests may incur a fee or be treated as a cancellation under the terms above.

8. Digital Materials

Any written materials or resources provided as part of a consultation are for personal use only and are non-refundable once delivered, unless required by applicable consumer protection law.

9. Pricing and Taxes

All prices quoted before booking include applicable taxes (such as VAT) unless otherwise stated. The final price, payment method, and delivery date of the service will be confirmed in writing before you are bound by the contract.

10. Disputes and Complaints

If you are dissatisfied with our services, please contact us first at contact@kneessybone.world. We will endeavour to resolve any concerns promptly and fairly.

As a consumer in Finland or the EU, you may also:

  • Contact the Finnish Consumer Advisory Services (Kuluttajaneuvonta) at kkv.fi
  • Refer the dispute to the Finnish Consumer Disputes Board (Kuluttajariitalautakunta) at kuluttajariita.fi
  • Use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr

11. Changes to This Policy

We may update this Return Policy from time to time. The date at the top of this page reflects the most recent revision. Changes do not affect rights you have already acquired under a concluded contract.