Cancellation, Rescheduling & Refund Policy
Summary
1) Scope
This policy applies to all bookings and purchases made directly with NEUROVIA for: studio sessions, multi-session packs, Home Experience Kits, and corporate workshops or cycles. It is incorporated by reference into our Terms & Conditions.
2) Individuals (Studio Sessions)
- Rescheduling: ≥ 24h before appointment: free. < 24h: fee of [AED ___] or one session deducted from pack.
- Cancellation: ≥ 24h: full refund. < 24h: fee of [___%] or one session deducted.
- No-show: session forfeited or fee of [AED ___].
- Late arrival: session length may be reduced to respect following clients; full fee may apply.
3) Home Experience Kit
- Cancellation before dispatch: full refund.
- After dispatch: delivery & return shipping fees deducted; used consumables non-refundable (if any).
- Loss/Damage: repair or replacement charge up to [AED ___]; deposit [AED ___] may be applied.
- Return window: [__] days from receipt unless extended in writing; late returns may incur [AED ___/day].
4) Corporate Programmes
- Discovery Workshop (½ day, up to 8):
- Cancel ≥ 5 business days: full refund.
- Cancel 2–4 business days: 50% fee.
- Cancel < 2 business days: 100% fee.
- 4-Week Performance Cycle / On-site sessions:
- Rescheduling requires ≥ 5 business days.
- Confirmed travel/venue costs are non-refundable once committed.
- Participant substitutions: permitted up to 24h prior, subject to reasonable notice.
5) Refund Method & Timing
- Refunds are issued to the original payment method. If not possible, we may offer bank transfer or credit on account.
- Processing times depend on the payment provider/bank. We typically initiate within [3–5 business days] after approval.
6) How to Request a Refund
- Email support@neurovia.ae with: full name, booking reference, date/time, reason.
- We acknowledge within 2 business days and may request additional details.
- Decision and next steps shared within 10 business days (complex cases may take longer; we will keep you informed).
7) Exceptions & Fair Use
- Force majeure (e.g., severe weather, public health restrictions, government actions): fees may be waived or credit offered at our discretion.
- Abuse of policy: repeated late cancellations/no-shows may lead to prepayment requirements or refusal of service.
- Promotions & gift packs: subject to specific terms stated at purchase (some discounted items may be non-refundable).
8) Consumer Rights & Governing Law
Nothing in this policy limits any rights you may have under applicable consumer protection laws. This policy is governed by [choose one: UAE federal law & laws of the Emirate of Dubai / DIFC law] and follows the dispute forum selected in our Terms & Conditions.
9) Contact
NEUROVIA FZ-LLC
Registered address: [insert full Dubai address]
Licence / Free zone: [insert details]
Email: contact@neurovia.ae
Phone: [+971 50 251 4828]