Refund & Withdrawal Policy

Last updated: 20 September 2026

1. Scope

This policy describes the current refund, cancellation and statutory-withdrawal process for Equine Notion orders. Current direct-order advisory services are one-time or fixed-duration services, not automatically renewing subscriptions. Any mandatory right under applicable law remains unaffected.

2. Statutory Withdrawal

For consumer orders that qualify for a statutory cooling-off period, the applicable regime and deadline are recorded when the order is created. Where applicable law requires an express request before performance starts during that period, checkout records that request and any acknowledgement required by law.

1. Early performance. Where required, you expressly request that Equine Notion may begin the service before the statutory period ends.
2. Separate core-service full-refund policy. For Problem Advisory, Coexistence Design and Equine Dialogue ordered by a private consumer, Equine Notion separately provides a full refund when you cancel within 14 days from the recorded contract date, even if work has started or a substantive output has already been delivered during that period. This policy does not reduce any mandatory statutory right.

Business orders are not processed under Equine Notion's consumer statutory-withdrawal workflow. Private Initial Review and Priority Situation Chat remain separate service types and are not treated as component prices of the three core services.

3. Cancellation Within 14 Days for Core Consumer Services

For a paid private-consumer Problem Advisory, Coexistence Design or Equine Dialogue order, cancellation within 14 days from the contract date returns the full net amount, VAT and gross total stored with that order. If the order is unpaid, the payment obligation is cancelled without a refund transfer. No current catalog price is used to reconstruct the amount. The contracted service schedule and content are not shortened or otherwise changed by this refund policy.

4. After Performance Has Started

• For the three core private-consumer services, starting work or delivering a substantive output within the 14-day period does not reduce the Equine Notion full refund. No Initial Report, reanalysis, learning stage, follow-up stage, staff-time estimate or completion percentage is deducted.
• After the 14-day core-service policy window has ended, Equine Notion does not offer a cancellation or refund merely because the customer has changed their mind. This does not limit mandatory rights or remedies concerning non-delivery, defects, incorrect charging or another legal ground.
• If a substantive part of a purchased core service has already been delivered when Equine Notion grants the full 14-day refund and records it as due, Equine Notion will not accept a later private-service order from the same customer. This future-order rule takes effect when that cancellation/refund entitlement is recorded; the actual bank transfer may follow manually. Cancellation before substantive delivery does not trigger this rule.
• Priority Situation Chat remains separate. Where legally applicable, its current calculator uses the contractual service hours of 10:00–22:00 Europe/Amsterdam when a valid early-start request and verifiable service period exist. Overnight non-service time is not counted as supplied service.

5. How a Refund Is Sent

The online withdrawal process calculates and records any refund due from the original order-time amounts. Equine Notion then sends the actual refund manually and records that it has been sent. An on-screen refund calculation or withdrawal confirmation is not itself proof that the banking transfer has already been completed.

6. Non-Delivery, Incorrect Charge or Defect

If a service was not delivered as contracted, an amount was charged incorrectly, or another service defect exists, contact support@equinenotion.com. These issues are assessed separately from a simple change-of-mind request and do not limit remedies that applicable mandatory law provides.

7. How to Withdraw or Request Cancellation

If your order is eligible for online withdrawal or the core-service 14-day full-refund policy, you may:

• Use the Equine Notion online withdrawal function. If you already have an account, signing in may identify your order, but creating a new account is not required to exercise an available online withdrawal right.
• Use the model withdrawal form below or contact support@equinenotion.com in writing with a clear statement identifying the contract and your decision to withdraw or cancel.

A completed withdrawal or eligible 14-day cancellation stops the affected service and the remaining delivery, follow-up and access obligations for that order, subject to mandatory law. For an active Priority Situation Chat, further messages and uploads are rejected after the withdrawal has been recorded.

8. Future Orders After a Post-Delivery Full Refund

Where Equine Notion has already delivered a substantive part of a core private service and then grants the full 14-day refund and records it as due, Equine Notion will not accept a later private-service order from the same customer. This is a future contract-acceptance rule that takes effect when the cancellation/refund entitlement is recorded; the actual bank transfer may follow manually. It is not conditioned on a customer waiving reviews, complaints or any other lawful expression. A cancellation before substantive delivery does not trigger this rule. Questions about withdrawal, cancellation or refunds may be sent to support@equinenotion.com.
Email: support@equinenotion.com

Model withdrawal form

If you wish to withdraw from an eligible consumer contract, you may use the model form below. You are not required to use this exact form if another clear written statement identifies the contract and your decision to withdraw.

This policy explains the current Equine Notion administrative process and does not limit mandatory customer rights under applicable law.