Retraite Eveil

Returns & Refunds

Returns & Refunds Policy

Last updated: July 2026

This Returns & Refunds Policy ("Policy") explains how cancellations and refunds work for purchases made on retraite-eveil.com. It applies to services sold or mediated by Damien Soitout Holdings, a company located in Cyprus, trading as Retraite Eveil ("we", "us").

Retraite Eveil sells dated retreat registrations (tickets for specific retreat dates) and may also collect payment for optional Integration Partner services (preparation, presential facilitation, or post-retreat integration) selected at checkout. We do not sell physical goods. When we refer to a "refund", we mean repayment of amounts you paid for eligible items on a confirmed order.

This Policy complements our Terms & Conditions and, for Partners, the Partnership Ethics Guidelines. Where documents address the same topic, they should be read together. For personal data, see our Privacy Policy.

Table of contents

  1. Scope
  2. Definitions
  3. Overview
  4. Who can request a refund
  5. Deadlines
  6. How to request a refund
  7. Partial refunds (individual guests)
  8. What is refunded
  9. Review, approval, and payout
  10. PayPal and bank transfer
  11. Questionnaire safety refunds
  12. Partner services (integration experts)
  13. When refunds do not apply
  14. Cancellations by Retraite Eveil
  15. Unpaid or pending orders
  16. Statutory right of withdrawal (EU/EEA consumers)
  17. Force majeure
  18. Contact

1. Scope

This Policy covers:

  • Voluntary cancellation refund requests submitted by the Buyer from their customer account for retreat tickets;
  • Automatic safety-related refunds when a guest's health questionnaire is rejected twice for safety reasons;
  • Refunds when Retraite Eveil cancels a retreat date;
  • Refunds and adjustments for Partner services when a Partner cancels, a service is incomplete, a Client opens a dispute, or we resolve a Partner-service case in favour of a Client refund (see section 12).

It does not govern the invitation-only community app at app.retraite-eveil.com, which is provided as an optional integration benefit and has separate terms. Removing or losing app access after a refund does not change the refund rules for your retreat ticket.

Affiliate referral commissions are adjusted under the Affiliate Terms of Use when related retreat orders are refunded; that is separate from Client refunds under this Policy.

2. Definitions

  • Buyer, the person who completed checkout and payment for the order.
  • Guest, each individual named on a ticket. One ticket = one guest.
  • Order, a registration for one or more tickets for a specific retreat date.
  • Ticket, a named place for one guest, including any add-ons selected for that guest.
  • Paid order, an order for which payment has been recorded as received (PayPal completed or bank transfer confirmed).
  • Partner service, an optional service offered by an approved Integration Partner (preparation, presential facilitation, or post-retreat integration) and purchased through the Website.
  • Partner booking, the Platform record of a purchased Partner service for a Client.

3. Overview

Retreat places are limited and tied to fixed dates. If you can no longer attend, you may request a refund for eligible ticket(s) so we can offer the seat to someone else. Refunds are not automatic: you submit a request from your account, we review it, and approved amounts are paid back using your original payment method where possible.

You can track every refund request under My Account → Refunds, from submission through approval and payout.

4. Who can request a refund

Refund requests through the Website apply when all of the following are true:

  • You are the Buyer on a paid order;
  • At least one ticket on the order is still active (not already cancelled or refunded);
  • The retreat has not yet started;
  • You submit the request before the refund deadline (see below).

Refund requests are not available for unpaid or pending bank-transfer orders. Once a retreat has taken place, refund requests are closed for that order.

5. Deadlines

5.1 Refund request deadline

Customer-initiated refund requests must be submitted at least 10 days before the retreat start date. This deadline allows us to reallocate seats and manage logistics. After this date, the refund request form is no longer available in your account for that order.

5.2 Sales closing date

New registrations for a retreat date close 5 days before the start date. This is separate from the refund deadline: existing paid bookings may still request refunds until 10 days before start, subject to this Policy.

5.3 Response time

We aim to respond to refund requests within two business days of receipt.

6. How to request a refund

  1. Sign in to your account at My Account.
  2. Open the relevant order (or go to Refunds if a request was already started).
  3. Select the guest(s) / ticket(s) you wish to cancel and refund.
  4. Provide a brief reason for the request.
  5. Confirm that you have read this Returns & Refunds Policy.
  6. Submit the request.

You will receive email confirmation when your request is received. Status updates appear in your account and by email when the request is approved, declined, or marked as refunded.

If you cannot use your account, contact us at [email protected] with your order reference. We may still process your request manually if you meet the eligibility and deadline rules.

7. Partial refunds (individual guests)

If your order includes multiple guests, you may request a refund for one or more tickets without cancelling the entire order. Each selected ticket is cancelled once the refund is approved and processed; remaining guests keep their places.

Each guest must have been registered with a unique email address at booking. Refunds apply to the ticket(s) you select, not to unnamed or duplicate registrations.

8. What is refunded

For each approved retreat ticket, the refund amount typically includes:

  • The ticket price paid for that guest; and
  • Any add-ons attached to that guest's ticket (for example accommodation or programme options selected at checkout); and
  • Where included in the approved request, eligible Partner service amounts for that guest that have not been completed or that we determine should be refunded under section 12.

Order-level fees, discounts, or promotions are applied as recorded on your order. The exact amount is calculated when you submit your request (for ticket refunds) or when we resolve a Partner-service case, and confirmed when the refund is approved.

Approved refunds do not include reimbursement of your travel, accommodation outside the retreat package, insurance, or other costs you arranged independently unless we agree otherwise in writing or mandatory law requires it.

9. Review, approval, and payout

9.1 Review

After submission, your request is reviewed by our team. We may approve, decline, or contact you for clarification. Declined requests are explained where possible; you may contact us if you disagree.

9.2 Approval and ticket cancellation

When a refund is approved, the corresponding ticket(s) are cancelled and the seat(s) may be offered to others. Community app access linked to cancelled tickets ends in line with our integration rules.

9.3 Payout

After approval, we process the refund to your original payment method. You will receive notification when the refund is initiated and, once completed, when it is marked as refunded in your account. Proof of bank refund may be available for download from your refund details page where applicable.

9.4 Timing

  • PayPal, refunds usually appear according to PayPal's processing times once we initiate them.
  • Bank transfer, allow up to 14 business days for the amount to appear in your account after we send the transfer.

10. PayPal and bank transfer

Refunds are returned via the same channel used for payment where practicable:

  • PayPal orders, refunded through PayPal to the account that paid.
  • Bank transfer orders, refunded by bank transfer. We may need to confirm your bank details. Use the IBAN or account information associated with your payment where possible.

If the original payment method cannot be used (for example a closed account), contact us promptly so we can agree an alternative in compliance with applicable rules.

11. Questionnaire safety refunds

Every guest must complete a confidential health questionnaire after payment. If a questionnaire is rejected twice for safety reasons, we cancel that guest's ticket and initiate a refund for that guest's ticket price and add-ons. This is a safety measure, not a permanent ban: you may register for a future date when appropriate.

Safety refunds are created automatically in our system and appear in My Account → Refunds. They follow the same payout process as customer-initiated refunds once approved. Do not travel to the retreat until your ticket is approved in writing.

Providing false or incomplete health information may result in cancellation without refund beyond what this Policy and our Terms & Conditions provide.

12. Partner services (integration experts)

Optional Partner services may be purchased at checkout alongside retreat tickets, or otherwise recorded on the Platform. Partners are independent professionals; Retraite Eveil operates the marketplace, payment collection where applicable, and dispute mediation. Partner conduct is also governed by the Partnership Ethics Guidelines.

12.1 When Partner-service refunds may apply

We may refund all or part of a Partner service fee when, for example:

  • The Partner cancels the booking before completion has started (Client is notified and our team reviews the refund);
  • The service was not delivered, was incomplete, or materially differed from the published listing;
  • You open a dispute from your account Partner-services area and we resolve it with a partial or full Client refund;
  • We cancel related retreat logistics in a way that makes a date-tied presential service impossible and no suitable alternative is agreed.

12.2 How to raise a Partner-service issue

  1. Sign in to My Account and open Partner services (or the relevant booking).
  2. If the service was not completed satisfactorily, use the available dispute or support actions and explain what happened.
  3. Cooperate with our review; we may contact you and the Partner for clarification.

Do not mark a service as completed if it was not delivered. Partners must not pressure Clients to confirm completion prematurely.

12.3 Dual completion and Partner payouts

Partner payouts for a booking normally become eligible only after both the Partner and the Client confirm completion (or after we issue an admin resolution that releases payout). Until then, Partner payout remains pending. A Client refund decision typically cancels Partner payout for the affected booking.

12.4 Client no-show

If a Partner reports that you failed to attend a scheduled session without legitimate notice, we review the case. Outcomes may include releasing Partner payout, a partial adjustment, or a Client refund, depending on the facts. Repeated no-shows may affect future booking eligibility.

12.5 Dispute outcomes

After review we may, without limitation:

  • Mark the booking completed (Partner payout may proceed);
  • Allow a partial Partner payout;
  • Issue a partial or full Client refund and cancel Partner payout for that booking;
  • Dismiss the dispute and return the booking to in-progress;
  • Apply an admin override in exceptional cases.

Refunds approved for Partner services follow the same payout channels and timing described in sections 9–10 where practicable.

12.6 Relationship to retreat ticket refunds

Refunding a retreat ticket does not automatically refund every Partner service on the order if the Partner service was already fully delivered and dual-confirmed. Conversely, a Partner-service refund does not automatically cancel your retreat ticket. Each item is assessed on its own rules unless we state otherwise when resolving your case.

13. When refunds do not apply

Refunds may be refused or limited where:

  • The retreat ticket refund deadline has passed or the retreat has already started or ended (for ticket refunds under sections 4–5);
  • The order was never paid or payment was not confirmed;
  • The ticket or Partner booking was already cancelled or fully refunded;
  • A Partner service was duly delivered and dual-confirmed without a timely, substantiated dispute;
  • You misrepresented health or eligibility information, or pose a safety risk, as described in our Terms;
  • We end your participation during the retreat for serious misconduct or safety reasons, in line with our duty of care;
  • Mandatory law allows us to withhold a refund in the circumstances concerned.

Nothing in this Policy limits your statutory rights as a consumer where applicable law provides greater protection.

14. Cancellations by Retraite Eveil

If we cancel a retreat date (for example due to low enrolment, facilitator unavailability, or force majeure), you will be offered either:

  • A transfer to another available retreat date for the affected ticket(s); or
  • A full refund of amounts paid for the affected ticket(s), including relevant add-ons.

We are not liable for incidental travel or other costs you arranged separately unless mandatory law requires otherwise. We will communicate options by email as soon as practicable.

15. Unpaid or pending orders

If you chose bank transfer but have not yet paid, your order remains pending. You must transfer the full amount within 3 days (72 hours) of registration unless a different deadline is stated on your confirmation. If you no longer wish to attend, you do not need to pay; the pending order may expire and the seat released.

If payment was sent but not yet confirmed, contact us with proof of transfer before requesting a refund. Refund requests through the account require a paid order status.

16. Statutory right of withdrawal (EU/EEA consumers)

If you are a consumer in the European Union or European Economic Area, you may have a 14-day right of withdrawal for distance contracts. However, under applicable consumer law, that right does not apply to leisure or holiday services if the contract provides for a specific date or period of performance, such as a retreat on fixed dates.

Your main cancellation route for paid retreat bookings is therefore this Policy: submit a refund request before the deadline described above. For Partner services tied to a specific date or period, similar limitations may apply; contact us if you believe statutory withdrawal rights apply to your Partner booking. Mandatory consumer rights that cannot be excluded still apply.

17. Force majeure

If a retreat or related Partner service is affected by events outside our reasonable control (for example severe weather, pandemic restrictions, government orders, or venue failure), we will work with you in good faith—which may include rescheduling or refunds as set out in our Terms & Conditions and communicated at the time.

Paid medical clearance consults follow Partner-service completion and dispute rules where applicable. Platform-waived consults do not create a guest fee. Fitness decisions after a consult may affect ticket approval and refunds under the questionnaire and safety policies described in our Terms & Conditions. Medical Partners are governed by the Medical Partner Terms.

18. Contact

For questions about this Policy or a specific refund:

Please include your order reference and the guest name(s) concerned so we can help quickly.