Refund policy

Cancellation & Refund Policy (Widerrufsbelehrung)

Part 1: Appointment & Studio Guidelines

Every session is held with intention and reserved specifically for you. Because this time is dedicated solely to our appointment, I maintain a 24-hour cancellation and rescheduling policy.

  • Rescheduling & Cancellations (More than 24 hours' notice): You may reschedule or cancel your session up to 24 hours before your scheduled appointment time using the link in your confirmation email or by replying directly to that email. If you cancel with at least 24 hours' notice, a full refund will be issued to your original payment method.
  • Late Cancellations & Missed Sessions (Less than 24 hours' notice): Cancellations or reschedule requests made within 24 hours of your appointment time, as well as missed appointments ("no-shows"), cannot be refunded or transferred. This boundary honors the time, preparation, and studio space reserved for our session.
  • Late Arrival:
    • In-Person (Berlin Studio): If you arrive late, your session will still conclude at the scheduled end time to respect subsequent appointments.
    • Virtual Sessions: If you are not present on the video call within 15 minutes of our scheduled start time, the session will be considered a no-show and cannot be refunded.
  • Illness or Emergencies: Life happens. If you experience an acute illness or sudden personal emergency, please contact me as soon as possible so we can find a mutually supportive way to reschedule.
  • Completed Services: Once a session has been conducted, the service is considered fully rendered and fees are non-refundable.

Part 2: Statutory Right of Withdrawal for Consumers (Widerrufsbelehrung)

If you are a consumer residing within the European Union (a natural person entering into a legal transaction for purposes that are predominantly outside your trade, business, or self-employed professional activity under § 13 BGB), you are entitled to the statutory right of withdrawal set out below.

Right of Withdrawal (Widerrufsrecht)

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day of the conclusion of the contract (the date your booking was placed and confirmed).

To exercise your right of withdrawal, you must inform me:

  • Practitioner: Zurina Ketola
  • Email: zurina@zurinaketola.com
  • Location: Berlin, Germany

of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post or an email). You may use the attached Model Withdrawal Form below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of Withdrawal (Widerrufsfolgen)

If you withdraw from this contract, I shall reimburse to you all payments received from you without undue delay and in any event not later than 14 days from the day on which I am informed about your decision to withdraw from this contract. I will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in no event will you incur any fees as a result of such reimbursement.

Expiry of the Right of Withdrawal (Vorzeitiges Erlöschen des Widerrufsrechts)

In the case of contracts for the provision of services, your statutory right of withdrawal expires prematurely pursuant to § 356 (4) of the German Civil Code (BGB) if:

  1. I have fully performed the service, and
  2. I only began performing the service after you gave your express prior consent for me to begin performance before the expiration of the 14-day withdrawal period, and
  3. You confirmed your acknowledgment that you lose your right of withdrawal once the contract has been fully performed.

If you requested that the service begin during the 14-day withdrawal period, you shall pay an amount proportional to the services already provided up to the point at which you communicated your exercise of the right of withdrawal, in comparison with the full scope of the contract.

Model Withdrawal Form (Muster-Widerrufsformular)

(Complete and return this form only if you wish to withdraw from the contract under statutory EU consumer rules.)

To:

Zurina Ketola

Email: zurina@zurinaketola.com

Berlin, Germany

I/we () hereby give notice that I/we () withdraw from my/our () contract of sale of the following goods () / for the provision of the following service (*):

  • Service booked: _____________________________________________
  • Ordered on () / Received on (): ___________________________
  • Name of consumer(s): _______________________________________
  • Address of consumer(s): ____________________________________
  • Signature of consumer(s) (only if this form is notified on paper): ___________________________
  • Date: ________________________

(*) Delete as appropriate.