Refund Policy

This policy

1. This policy explains when you can cancel a purchase, what you get back and how to ask for it. It forms part of our Terms of Service and uses the same defined terms.
2. Nothing here reduces your rights as a consumer under Dutch law. Where this policy and those rights differ, those rights apply.

Your right to withdraw

1. You may withdraw from a purchase within 14 days without giving a reason and without cost.
2. The period runs from the day you place the order and ends 14 days later. Where the last day is a Saturday, a Sunday or a public holiday, it runs to the end of the next working day.
3. It is enough that you send your notice before the period ends. You do not have to wait for our reply.
4. Clause 6 sets out when this right ends earlier or does not apply at all. Clause 5 sets out the guarantee we give on top of it.

How to withdraw

1. Tell us in a clear statement that you are withdrawing. Email is enough, and a letter to our registered address works too. Both are at the end of this policy.
2. You may use the model withdrawal form below, but you do not have to. Any unambiguous statement has the same effect.
3. We will confirm that we have received your notice without undue delay.
4. Keep a copy. If it is ever disputed whether you sent a notice in time, it is for you to show that you did.

The model withdrawal form

1. This form is provided for your convenience. Using it is optional.

Our money-back guarantee

1. Separately from the right in clause 2, and whether or not that right still stands, we refund what you paid if you ask within 14 days of the day your materials open. Where they are already open when you buy, the 14 days run from the day you pay. You do not have to give a reason. This is our own guarantee and goes beyond what the law requires of us.
2. For a Membership it covers your first Membership payment. A renewal payment is not covered, because a renewal is not a new purchase.
3. For a recording it covers what you paid for it.
4. For a place in an Accelerator it covers what you paid in full until the first session has been held. Once one or more sessions have been held, clause 7 applies instead and we refund the sessions still to come.
5. The guarantee is available once per person, across any accounts you hold.
6. We may decline it where the account has been used in breach of our Terms of Service, including sharing access, bulk downloading, or reselling what you were given. Declining it does not affect your right to withdraw or any other right you have by law.
7. Where we refund under this guarantee, the access it paid for ends when we process the refund.

When the right to withdraw does not apply

1. We do not ask you to give up this right on study material, on a recording, or on anything else we supply to you as digital Content. It runs for the full 14 days in clause 2, whatever you have opened in the meantime, and clause 5 sits on top of it.
2. A place in an Accelerator is a service rather than digital Content. Before you pay we ask you to agree that it may begin during those 14 days, and to confirm that your right to withdraw ends once the Accelerator has been delivered in full. Where you give that agreement, the right ends at that point. Until then it stands, on the terms in clause 7. We confirm what you agreed to you by email.
3. Where you do not give that agreement, or where we have not asked you for it, your right to withdraw is unaffected.

If you withdraw after an Accelerator has started

1. Where you agreed under clause 6.2 that your Accelerator could begin, and then withdraw before it has been delivered in full, you pay for the sessions already held and we refund the rest.
2. We work that share out from what you paid, in proportion to the sessions held against the total number of sessions.
3. This clause applies only to an Accelerator. Where you withdraw from a Membership or a recording, you pay nothing for what you opened in the meantime and we refund what you paid.
4. Your access to what you withdrew from ends when we process the refund.

Memberships

1. You may cancel a Membership at any time from your account settings. Cancelling stops the next payment. It does not refund the period you are in, and your access continues to the end of that period.
2. Your right to withdraw applies to a Membership in the same way as to anything else, on the terms in clauses 2 and 6, and we do not ask you to give it up.
3. Our guarantee in clause 5 covers a first Membership payment on top of that right. A refund under either ends the Membership and the access it provided when we process it. It is a refund of the payment rather than a refund on top of the period it paid for.

Accelerators

1. A place in an Accelerator is bought for a set of dated live sessions and is personal to you.
2. Where you withdraw before the first session has been held, you receive a full refund.
3. Where you withdraw after one or more sessions have been held, clause 7 applies and we refund the sessions still to come, in proportion to the whole.
4. Not attending a session does not by itself entitle you to a refund, and a session we have held counts as delivered for clause 7 whether or not you were there. Where your right to withdraw still stands, you may still use it.

If we cannot provide what you paid for

1. Where we cancel a live session we will reschedule it and tell you the new time.
2. Where we cannot reschedule it, we refund that session's share of what you paid.
3. Where something outside our reasonable control prevents us from providing something you have paid for, and we cannot provide it within a reasonable time, we refund the part you have not received.
4. Where we withdraw study material you have paid for before your access to it was due to end, we provide equivalent material or refund the unused part.

If we suspend or close your account

1. Where we close or suspend your account because you have broken our Terms of Service, your access ends and we do not refund what you have already had the use of. Where you have paid in advance for something you have not received, we refund that part.
2. Where we close your account for any other reason, or where we stop providing the Services, we refund the part you have paid for and not received.
3. Where you close your own account, your access continues to the end of any period already paid for and no refund is due.

If something is faulty

1. Where the Services are not what you are entitled to expect, our Terms of Service sets out what we must do: bring them into conformity or, where we cannot, reduce the price or let you end the agreement.
2. Those rights are separate from the right to withdraw and are not limited by this policy.

How a refund is paid

1. We refund to the person who paid, using the payment method used for the order. Where that method can no longer receive it, we agree another route with that same person. Either way it costs you nothing.
2. We pay within 14 days of the day you tell us you are withdrawing, or of the day we agree a refund.
3. A refund is made in euros for the amount you paid, including any VAT charged on it.
4. Your bank or card provider may take a few days more to show the money.

Contact

1. Ask us about a specific order and we will answer. The details below are also where a withdrawal notice should be sent.