1. Who the provider is and how to read this text
We are a small room-and-habit studio in Denmark, trading as Zarvaxenshik, at the address and contact lines above. This policy is written for consumers in the European Union and for others who receive a similar benefit under the law in their case, and for business clients who have not negotiated a different set of return rules in a signed agreement. If a line in a written contract with you is more specific, that line can override a general sentence here, as long as the law in your case still allows that override.
Many of the “cooling off” and withdrawal rules apply to a natural person buying outside their trade. If you book through a company account, tell us, because different minimum notice, VAT, and invoice rules can apply, and a fair fee pattern can differ from a private consumer’s path.
The terms of use describe the public site. The privacy policy covers what we do with your data when you order or write to us. The cookie policy is separate, but a payment page may set technical cookies in line with your card provider, which we do not control line by line on their side.
2. Scope: services, custom files, and goods we ship or pass through
We can sell time (sessions), bespoke written or digital work, and, rarely, a physical item that we source or ship. Each type has a different return logic: services can be partly performed; digital work can be “made to order”; goods may come from a partner’s warehouse. The sections below are grouped so you can find the part that matches your case without reading a single, blended rule that does not apply to you.
3. Right of withdrawal for distance contracts (EU style)
If you are a consumer in the European Union, or a country with a similar rule, you may have the right to cancel a distance contract for a service, without reason, within fourteen days of the day you made the order, as long as we have not started the service with your clear request. If you ask us in writing to start work before the fourteen days end, you understand that you may lose part or all of that right, in line with the law that applies to services you asked us to begin early, and that we may keep a fair fee for work already done in good faith, after we have explained that fee.
The exact shape of a withdrawal notice can depend on the channel you used to buy; a clear email, a message through the same checkout you used, or a letter with your name, address, and a sentence that you withdraw from the contract, is a fair pattern. We will confirm receipt when we can, and we will not ask you to use a more complicated form than the law in your case requires, unless a channel genuinely cannot deliver the notice.
4. Rescheduling, cancellation, and our own need to move a date
You may request a new time for a confirmed live or video visit at least two full business days before the start, and we will offer a reasonable open slot, subject to a fair cap on the number of free moves, which we can state in your booking email. Cancellations with very short notice may lose part or all of the fee for the block we held, to cover the studio and preparation time, unless a serious, documented event on your side would make a strict rule clearly unfair, in which case we can offer a partial credit as a one-off, which is not a guarantee for every case.
If we must cancel because of staff illness, a force we cannot control, a legal order that closes a meeting place, or another event outside your fault, you receive a new date; if a new time does not work, you receive a full refund of that session, without interest, on the same payment path where the network still allows it, within fourteen days from the day we both agree the original date will not run, or as soon as the card scheme and bank in the middle can finish the move, with a hand-off line we can document in writing.
5. Digital delivery, made-to-order plans, and “no return” for opened files
Once a purely digital file is in your mailbox or a download area in readable form, a refund is usually not available, in line with the law that treats digital content as “used” in a way that cannot be given back, except where a clear technical error on our side means you never received a usable file, in which case we will repair, re-send, and, if that fails, refund that item. A written plan that we tailor from your own words and measurements is a bespoke service; we treat it with the withdrawal rules for services, not with the rules for a mass DVD on a shop shelf, where the law in your case draws that distinction, and we can refuse a return when the work is delivered and is not faulty.
If a draft file includes an obvious error that we should have caught (wrong city for daylight advice, a unit mistake that changes a list), we will work with you on a fair correction before we talk about money, because that is a defect story, not a “changed my mind” story.
6. Physical products: our stock, a partner’s stock, and return shipping
If you buy bedding or a similar product through a partner, the partner’s return window, label, and restocking terms apply, and we will help pass your request to the correct line. If we ship a small, branded good from the studio, you can return it in the original, unused outer packaging within fourteen days of delivery for a product refund, while you pay the return label unless a defect is visible, in which case we cover a reasonable return path after photos or, if required, a short inspection, as long as the problem is not from misuse, wear after fitting, or an environment that voids a supplier warranty.
Some textile goods cannot be resold for hygiene if labels are removed or the pack is open in a way the supplier treats as “used.” Read the size and material line while the return window is still open, not after you have cut into packaging that was sealed on purpose.
An item that is cut, printed, or dyed to your measurements can fall outside a standard return, even when the law still gives you a defect claim if the object is not as described. We will say “custom” clearly before you pay.
7. Defects, repair, and the usual consumer guarantee window
Report a defect in writing, with a short text and, when it helps, a photo, within a reasonable time after you find it, and, for consumer goods in the EU, within two years of delivery unless a shorter or longer line is mandatory where you live. We will choose, in a sensible order, repair, replacement, a price cut, or a refund, in line with the product rules of your case. If a partner supplies the good, the partner’s own guarantee may sit on top of statutory rights, but it cannot replace a weaker statutory right when the law does not allow that.
8. Complaints: direct talk before formal routes
We are a small team; the fastest first step is an email with “Return” or “Complaint” in the subject, the order date, the channel you paid through, and what you have already done to test the item or file. We aim to answer with a next step, not a wall of silence, within a time that a reasonable person would call “soon,” though we do not promise the same response speed in every holiday week. You may have the right to use a platform dispute system, a card chargeback, or a consumer body in your country, in parallel or after us, and we will not retaliate in good-faith use of those paths.
9. Refund timing, card paths, and partial credits
Refunds that go back to a card or wallet usually need a few business days in the network after we release them, because we are not the only database in the chain. A partial credit for a rescheduled or shortened service is written down with a new balance you can use on a next booking, and we can tell you the expiry, if we add one, in the same line as the credit, so a surprise “gone” day does not appear later without notice.
Keep proof. Keep a PDF receipt, a confirmation number, and the first helpful email. If a payment fails or a refund bounces, the bank and the card scheme can ask for a clear story with dates, which is easier if you can forward our thread, not a screenshot from a phone that has cropped the time zone.
10. Danish home base, cross-border help, and other pages
Our day-to-day accounting and the legal seat of the business are in Denmark, which shapes VAT, invoice layout, and some cancellation mechanics. You may still be able to use a consumer help line, an EU-wide network, or a local court in your country, when the law in force when you file says so. This return policy, the terms, the privacy policy, and the cookie policy are meant to read as one set; if you see a true clash, the more specific document for the topic usually leads, and mandatory law still caps what a sentence can do.