1. Scope and Applicability
This Refund Policy applies to all bookings for group walking sessions, seasonal programmes, route consulting services, and private group bookings made through Plantostrengthie. It forms an integral part of our Terms of Use and should be read in conjunction with those terms.
By completing a booking, you acknowledge that you have read, understood, and agree to the cancellation and refund conditions described in this policy. This policy is designed to comply with Dutch consumer protection law and EU Directive 2011/83/EU on consumer rights where applicable.
2. Cancellation by the Participant
2.1 Standard Sessions (Open Community Walks)
For individual registrations to open community walking sessions, the following cancellation terms apply:
- More than 48 hours before the session: Full refund of the session fee, or free rescheduling to another available session within 90 days
- 24 to 48 hours before the session: 50% refund of the session fee, or free rescheduling to another available session within 60 days
- Less than 24 hours before the session: No refund. Rescheduling may be offered at our discretion, subject to a rescheduling fee of EUR 5.00
- No-show without prior notice: No refund and no rescheduling option
2.2 Private Group Bookings
For private group sessions booked by teams, clubs, or organisations:
- More than 7 days before the session: Full refund minus a EUR 15.00 administrative fee, or free rescheduling within 120 days
- 3 to 7 days before the session: 50% refund, or rescheduling within 90 days subject to guide availability
- Less than 3 days before the session: No refund. Rescheduling may be offered at our discretion
2.3 Seasonal Programmes
For multi-session seasonal programme enrolments:
- Before the programme start date: Full refund minus a EUR 20.00 administrative fee
- After the programme has started: Pro-rata refund for remaining unattended sessions, minus a EUR 20.00 administrative fee, provided at least half the programme sessions remain
- After more than half the sessions have occurred: No refund available
2.4 Route Consulting Services
For personalised route consulting and planning services:
- Before work has commenced: Full refund minus a EUR 10.00 administrative fee
- After initial consultation but before delivery: 50% refund based on work completed
- After route plan delivery: No refund, as the digital and/or physical materials have been provided
3. How to Cancel or Request a Refund
To cancel a booking or request a refund, contact us using one of the following methods:
- Email: assist@plantostrengthie.world with your booking reference, session date, and reason for cancellation
- Phone: +31 20 623 5255 during office hours (Monday–Friday 09:00–17:00, Saturday 10:00–14:00 CET)
Cancellation requests must be received before the applicable deadline listed in Section 2. The timestamp of your email or the time of your phone call during office hours determines the cancellation time.
We will acknowledge your cancellation request within one business day and confirm the refund amount or rescheduling options available under this policy.
4. Refund Processing
Approved refunds are processed within 14 business days of cancellation confirmation. Refunds are returned to the original payment method used for the booking. If the original payment method is no longer available, we will contact you to arrange an alternative refund method.
Please note that depending on your bank or payment provider, it may take an additional 3–10 business days for the refunded amount to appear in your account after we process the refund.
Refund amounts are calculated based on the session fee paid at the time of booking. Any discounts, promotional codes, or bundle pricing applied to the original booking are taken into account when calculating the refund amount.
5. Rescheduling
Where rescheduling is offered as an alternative to a refund under Section 2, you may select any available session of equivalent value within the specified timeframe. Rescheduling is subject to guide availability and session capacity.
Each booking may be rescheduled a maximum of two times. Further changes will be treated as a new cancellation subject to the terms applicable at the time of the change request.
If we are unable to offer a suitable rescheduling option within the specified timeframe, you may request a full refund instead, regardless of the standard cancellation tier that would otherwise apply.
6. Cancellation by Plantostrengthie
We reserve the right to cancel or reschedule sessions due to circumstances including but not limited to:
- Severe weather conditions (KNMI code orange or red warnings, extreme heat advisories, or conditions making outdoor walking unsafe)
- Guide unavailability due to illness or emergency
- Insufficient participant registration (minimum group size not met)
- Municipal restrictions, road closures, or public safety orders affecting the route
- Force majeure events beyond our reasonable control
In the event that we cancel a session:
- You will be notified at least 4 hours before the scheduled start time, except in cases of sudden force majeure events
- You may choose between a full refund or free rescheduling to the next available equivalent session
- No administrative fees apply to refunds resulting from our cancellation
If a session is shortened or modified due to unforeseen circumstances during the walk (such as sudden weather changes), partial refunds are not typically offered, but we will make reasonable efforts to provide an equivalent experience within the remaining session time.
7. Right of Withdrawal (Cooling-Off Period)
Under EU Directive 2011/83/EU and Dutch implementation law, consumers who book services online have a 14-day right of withdrawal from the date of booking confirmation, during which they may cancel without giving any reason and receive a full refund.
However, if you expressly request that the service (walking session) be performed before the end of the 14-day withdrawal period, and the session takes place within that period, you acknowledge that you lose your right of withdrawal once the session has been fully performed.
If you book a session scheduled within the 14-day withdrawal period and wish to exercise your right of withdrawal before the session occurs, you may do so by contacting us at assist@plantostrengthie.world. A full refund will be processed within 14 days of receiving your withdrawal notification.
8. Non-Refundable Items
The following are non-refundable under all circumstances:
- Digital route guides and educational materials that have been delivered or made accessible
- Administrative fees explicitly stated at the time of booking
- Third-party costs incurred on your behalf (such as ferry tickets for Noord routes when already purchased)
- Sessions from which a participant was removed due to conduct violations as described in our Terms of Use
9. Disputes and Complaints
If you disagree with a refund decision, you may submit a written complaint to assist@plantostrengthie.world within 14 days of receiving our decision. We will review your complaint and respond within 10 business days with a final determination.
If you remain unsatisfied after our internal complaint process, you may seek resolution through the competent consumer authority in the Netherlands or use the European Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.
Nothing in this policy limits your statutory rights as a consumer under applicable Dutch and EU law.
10. Changes to This Policy
We may update this Refund Policy from time to time. Changes apply to bookings made after the updated policy is published on the Website. Bookings confirmed before a policy change are governed by the policy in effect at the time of booking.
The date at the top of this page indicates when the policy was last revised.
11. Contact Information
For cancellation requests, refund enquiries, or questions about this policy:
Plantostrengthie
Utrechtsestraat 52–60, 1017 VP Amsterdam, Netherlands
Email: assist@plantostrengthie.world
Phone: +31 20 623 5255