1. Overview
At Vitspine Ltd (Company Registration: 592314876), we aim to provide high-quality educational content and services. We understand that circumstances may change, and this policy explains your rights regarding cancellations and refunds under UK consumer protection law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
This policy applies to all paid services including consulting sessions, downloadable educational products, physical products, and kitchen skill programs purchased through vitspine.world or directly from our team.
2. Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer in the United Kingdom. If you are a consumer (an individual acting for purposes outside your trade, business, craft, or profession), you have legal rights regarding faulty goods and services that cannot be excluded or limited.
For digital content, you have the right to a repair, replacement, or price reduction if the content is faulty. For services, you have the right to repeat performance or a price reduction if the service is not performed with reasonable care and skill.
3. Consulting Sessions
3.1 Cancellation by You
You may cancel a booked consulting session under the following conditions:
- More than 48 hours before the session: Full refund of the session fee, or free rescheduling to an alternative date within 90 days.
- Between 24 and 48 hours before the session: 50% refund of the session fee, or free rescheduling to an alternative date within 60 days.
- Less than 24 hours before the session: No refund available. Rescheduling may be offered at our discretion subject to a rescheduling fee of £15.
- Failure to attend without notice: No refund. The full session fee is retained.
3.2 Cancellation by Us
If we need to cancel a consulting session due to staff unavailability or unforeseen circumstances, we will offer a full refund or rescheduling at your preference. We will provide as much notice as possible and are not liable for any indirect costs incurred.
3.3 Session Satisfaction
If you are dissatisfied with a completed consulting session, contact us within 7 days explaining your concerns. We will review the matter and may offer a partial refund, complimentary follow-up session, or alternative resolution at our discretion.
4. Downloadable Educational Products
4.1 Right of Withdrawal
Under the Consumer Contracts Regulations 2013, you have a 14-day right of withdrawal for digital content purchased online, starting from the day after purchase. However, if you consent to immediate download and acknowledge that you lose your right of withdrawal once download begins, the withdrawal right does not apply after download.
4.2 Refund Eligibility
Refunds for downloadable products are available in the following circumstances:
- Request made within 14 days of purchase and before downloading the product
- Product file is corrupted, incomplete, or materially different from the description
- Technical issue prevents access that we cannot resolve within 5 business days
4.3 Non-Refundable Circumstances
Refunds are not available for downloadable products when:
- The product has been successfully downloaded and the 14-day withdrawal period has passed with prior consent to immediate access
- You simply changed your mind after downloading
- The product meets its description and functions as intended
5. Physical Educational Products
5.1 Right of Withdrawal
You have 14 days from receipt of a physical product to cancel your purchase without giving a reason. The product must be returned in its original condition, unused, and in original packaging where applicable.
5.2 Return Process
To return a physical product:
- Contact us at assist@vitspine.world within 14 days of receipt
- We will provide a return address and return authorisation number
- Ship the product back within 14 days of notifying us
- Refund will be processed within 14 days of receiving the returned item
5.3 Return Shipping
You are responsible for return shipping costs unless the product is faulty or not as described. We recommend using tracked shipping for returns. We are not responsible for items lost in return transit.
5.4 Faulty Products
If a physical product arrives damaged or faulty, contact us within 30 days with photographs of the damage. We will arrange a replacement or full refund including original shipping costs at no additional charge to you.
6. Kitchen Skill Programs
6.1 Before Program Start
If you cancel enrolment more than 14 days before the program start date, you receive a full refund minus a £10 administrative fee. Cancellations between 7 and 14 days before start receive a 50% refund. Cancellations within 7 days of start are non-refundable.
6.2 After Program Start
Once a program has commenced, refunds are generally not available. Exceptions may be considered for serious personal circumstances such as bereavement or medical emergencies, supported by appropriate documentation. Partial refunds are calculated based on completed program weeks.
6.3 Program Cancellation by Us
If we cancel a program before it begins, you receive a full refund. If we cancel mid-program due to circumstances beyond our control, you receive a pro-rata refund for undelivered content.
7. How to Request a Refund
To request a refund or cancellation, contact us with the following information:
- Your full name and email address used for purchase
- Order or booking reference number
- Date of purchase or booking
- Reason for refund request
- Supporting documentation if applicable (e.g., photos of faulty products)
Contact details:
Vitspine Ltd
Customer Services Department
29 Foubert's Place, London W1F 7QF, United Kingdom
Company Registration: 592314876 | VAT: GB5923148769
Email: assist@vitspine.world
Phone: +44 20 7434 3209
We acknowledge refund requests within 2 business days and aim to process approved refunds within 14 days.
8. Refund Method and Timing
Approved refunds are returned to the original payment method used for purchase. Processing times depend on your payment provider:
- Credit or debit card: 5–10 business days after processing
- PayPal: 3–5 business days after processing
- Bank transfer: 3–5 business days after processing
We will send email confirmation when a refund has been initiated. If you do not receive your refund within the expected timeframe, contact us and your payment provider.
9. Chargebacks and Disputes
We encourage you to contact us directly before initiating a chargeback with your bank or payment provider. Chargebacks initiated without first attempting resolution may result in suspension of access to purchased content and services. We will provide evidence to payment providers when disputing invalid chargeback claims.
10. Free Content and Services
Free guides, recipes, and resources available on our Website are provided without charge and are not subject to this Refund Policy. We may modify or remove free content at any time without notice.
11. Promotional Offers and Discounts
Refunds for purchases made with promotional codes or discounts are calculated based on the amount actually paid, not the original undiscounted price. Promotional offers cannot be applied retroactively to previous purchases.
12. Changes to This Policy
We may update this Refund Policy to reflect changes in our services or legal requirements. The date at the top of this page indicates the last revision. Changes apply to purchases made after the update date. Purchases made before an update are governed by the policy in effect at the time of purchase.
13. Contact Us
For questions about this Refund Policy or to request a refund, please contact:
Vitspine Ltd
29 Foubert's Place, London W1F 7QF, United Kingdom
Company Registration Number: 592314876
VAT Number: GB5923148769
Email: assist@vitspine.world
Phone: +44 20 7434 3209