Refunds & Cancelation Policy

Refund and Cancellation Policy
Version: V1.0
In effect on date 01-01-2025

This Refund and Cancellation Policy is an addition to and should be read in conjunction with our Terms of Service. It outlines the terms under which Emhance International Responder Development will manage cancellations, refunds, and returns for services, digital products, physical products, and e-learning programs. By purchasing or registering for any service, product, or program with us, you acknowledge that you have read, understood, and agreed to this policy.

1. General Terms and Conditions
This Refund and Cancellation Policy applies to both business clients and private consumers. The terms below differentiate between these two groups in line with Dutch consumer law.

• Private Consumers: Individuals purchasing for personal use.

• Business Clients: Organizations purchasing for business purposes.

For business clients, this Refund and Cancellation Policy is not subject to the same consumer protection laws as for private individuals. Business clients are subject to the terms and conditions specified in their service agreements.
 
2. In-Person Courses
For in-person training courses, the following cancellation and refund policy applies:
2.1 Cancellation by the Participant:

• More than 30 days before the course date:

  • Full refund, minus non-refundable booking fees and costs incurred by us from third-party providers (hotels, airlines, etc.).

• 15-30 days before the course date:

  • 50% refund of the total course fee minus non-refundable booking fees and costs incurred by us from third-party providers (hotels, airlines, etc.).

• Less than 15 days before the course date:

  • No refund will be issued. However, we may allow you to transfer your spot to another participant (provided the transfer is requested at least 7 days prior to the course).

• No Show:

  • If you do not attend the course and have not notified us in advance, no refund will be issued.

2.2 Substitutions:

• You may transfer your registration to another participant at least 7 days prior to the course start date, free of charge.

2.3 Cancellation by Emhance:

• If Emhance cancels or reschedules the course, we will offer you the opportunity to reschedule at no additional cost.

2.4 Force Majeure:

• In cases of natural disasters, pandemics, or government-imposed restrictions, we will either reschedule the course or provide a full refund.

 
3. Travel Bookings
For travel bookings related to courses or programs, the following applies:
3.1 Cancellation by the Participant:

• More than 30 days before travel date:

  • Full refund minus non-refundable booking fees and third-party costs (e.g., hotels, flights).

• 15-30 days before travel date:

  • 50% refund minus non-refundable booking fees and costs incurred by us from third-party providers (hotels, airlines, etc.).

• Less than 15 days before travel date:

  • No refund. We may assist in rebooking or transferring arrangements subject to third-party terms.

3.2 Cancellation by Emhance:

• If Emhance cancels travel arrangements for any reason, we will offer a full refund for the travel portion of the package or allow rescheduling.

3.3 Force Majeure:

• If travel arrangements cannot proceed due to unforeseen factors (e.g., strikes, weather, government restrictions), we will offer a full refund or reschedule.

 
4. E-Learning Programs and Digital Products
For e-learning programs and digital products (e.g., online courses, downloadable content):
4.1 No Refunds for Digital Products:

• Once a digital product (e-learning, downloadable content) has been accessed or downloaded, no refund will be issued under any circumstances.

4.2 Force Majeure:

• If unforeseen circumstances prevent the delivery of an e-learning program, you will either be offered a rescheduled date or a full refund.

 
5. Physical Products
For physical products, the following applies:
5.1 Cancellation by the Participant:

• Before shipment: You may cancel your purchase and request a full refund by notifying us as soon as possible.

• After shipment: If the product has been shipped, you may request a return within 14 days of receipt. The product must be unused, in original packaging, and in saleable condition.

  • Return shipping costs will be your responsibility, unless the product is defective or incorrect.

5.2 Refund Process:

• After receiving the returned product, we will issue a refund to the original payment method, minus any applicable restocking or return shipping fees.

5.3 Non-Refundable Products:

• Custom-made or sealed items are non-refundable. We will notify you of such exclusions at the time of purchase.

5.4 Defective Products:

• If you receive a defective or damaged product, please contact us within 14 days of receipt. We will offer a replacement or full refund for defective items.

 
6. Business vs. Consumer Clients
The Refund and Cancellation Policy distinguishes between business clients and private consumers:
6.1 Private Consumers:

• Cooling-off Period: Under Dutch law, private consumers are entitled to a 14-day cooling-off period for most purchases. This means you may cancel your purchase of a service or product within 14 days of purchase for a full refund, provided the service/product has not been accessed or used.

  • Exclusions:

    • The cooling-off period does not apply to in-person training courses, travel bookings, hygienic or digital products once they have been accessed or downloaded.

6.2 Business Clients:

• No Cooling-off Period: Business clients are not entitled to the 14-day cooling-off period. Refunds for business clients are based on specific cancellation terms and agreements made at the time of purchase and are generally non-refundable if the service has been delivered or started.

 
7. How to Request a Refund or Cancellation
To request a cancellation or refund, please contact us in writing at info@emhance.com with the following details:

• Your full name

• The service or product you wish to cancel or request a refund for

• The date of purchase or booking

• Course Number (IF APPLICABLE)

• Invoice Number (IF APPLICABLE)

• The reason for cancellation

We will acknowledge your request within 7 business days and process it as per the applicable terms.
 
8. Changes to the Refund and Cancellation Policy
We reserve the right to modify or update this Refund and Cancellation Policy at any time. Any changes will be communicated to you via email, and will apply to all new bookings or purchases made after the update date.
 
9. Summary of Key Points

• In-Person Courses: Full refund if canceled 30+ days prior, 50% refund if canceled 15-30 days prior, no refund for cancellations within 15 days.

• Travel Bookings: Refunds depend on cancellation timing, subject to third-party provider terms.

• E-Learning & Digital Products: No refunds after access or download.

• Physical Products: Refund if canceled before shipping; return within 14 days for a refund (excluding non-returnable items).

• Private Consumers: Entitled to a cooling-off period with exclusions for travel and digital products.

• Business Clients: No cooling-off period; subject to specific cancellation terms and contracts.