This Refund Policy outlines the conditions under which Shoulderhip ("we," "us," or "our") provides refunds for paid services and products purchased through our website at shoulderhip.world. This policy forms part of our Terms of Use and should be read in conjunction with our Privacy Policy.
We are committed to fair and transparent refund practices that comply with Swedish consumer protection law (Konsumentköplagen and Distansavtalslagen) and European Union consumer rights directives.
1. Company Information
- Company Name: Shoulderhip
- Address: Södermannagatan 21, 116 40 Stockholm, Sweden
- Phone: +46 10 516 44 80
- Email: hello@shoulderhip.world
- Website: shoulderhip.world
2. Scope of This Policy
This Refund Policy applies to the following paid offerings available through Shoulderhip:
- Educational Products: Downloadable route maps, seasonal checklists, workshop summaries, and other digital content available for purchase.
- Consulting Sessions: One-on-one route consulting and guidance sessions booked through our contact channels.
- Themed Ride Programs: Multi-week cycling programs with associated fees, including optional progress notes and organized ride series.
- Paid Workshop Sessions: Meetup-format workshops that include provided materials and carry a stated participation fee.
This policy does not apply to free community rides, standard meetups, or other services offered at no charge. For free events, cancellation policies communicated at the time of registration apply instead.
3. Free Services
The majority of our rides and community meetups are offered free of charge. No payment is collected for these activities, and therefore no refund provisions apply. If you register for a free event and are unable to attend, simply notify us through our Contact page so we can adjust participant planning. No financial obligation arises from free event registrations.
4. Educational Products — Digital Content
4.1 Right of Withdrawal
Under the Swedish Distance Contracts Act (Distansavtalslagen), consumers purchasing digital content online have a 14-day right of withdrawal from the date of purchase, provided the digital content has not been downloaded or accessed. Once you download or access the purchased material, you acknowledge that the delivery has begun and the right of withdrawal is waived with your express prior consent, as stated at the point of purchase.
4.2 Refund Eligibility for Digital Products
Refunds for educational products may be issued under the following conditions:
- Within 14 days, content not accessed: Full refund if you have not downloaded or opened the purchased material.
- Technical issues: Full refund if the digital product is defective, corrupted, or inaccessible due to a technical fault on our side, verified by our support team.
- Duplicate purchase: Full refund for accidental duplicate transactions, provided you contact us within 7 days of purchase.
- Content not as described: Full or partial refund if the delivered content materially differs from its description on our website, at our discretion after review.
4.3 Non-Refundable Digital Product Situations
- Content that has been downloaded or accessed with your prior consent to waive the withdrawal right.
- Dissatisfaction based on personal preferences where the content matches its published description.
- Requests made more than 30 days after the original purchase date, except where required by law.
5. Consulting Sessions
5.1 Cancellation by the Customer
For booked consulting sessions regarding route planning and cycling guidance:
- More than 48 hours before the session: Full refund or rescheduling at no additional cost.
- 24 to 48 hours before the session: 50% refund or free rescheduling to a later date within 30 days.
- Less than 24 hours before the session: No refund, but rescheduling may be offered at our discretion depending on circumstances.
- No-show without prior notice: No refund.
5.2 Cancellation by Shoulderhip
If we cancel a consulting session due to organizer unavailability or unforeseen circumstances, you will receive a full refund or the option to reschedule at no additional cost. We will notify you as early as possible and process any applicable refund within 14 business days.
6. Themed Ride Programs
6.1 Before Program Start
If you withdraw from a paid program before the official start date:
- More than 14 days before start: Full refund minus a 50 SEK administrative fee.
- 7 to 14 days before start: 75% refund of the program fee.
- Less than 7 days before start: 50% refund of the program fee.
6.2 After Program Start
Once a program has commenced, refunds are generally not available. Exceptions may be considered in the following cases:
- Documented unforeseen personal circumstances preventing participation, reviewed on a case-by-case basis.
- Relocation from the Stockholm area making program participation impractical, if reported within the first week of the program.
- Program cancellation or significant modification by Shoulderhip after the start date.
Partial refunds for mid-program withdrawals are calculated proportionally based on the number of remaining scheduled sessions, minus a 100 SEK administrative fee.
7. Paid Workshop Sessions
For meetup-format workshops that include a participation fee and provided materials:
- Cancellation more than 72 hours in advance: Full refund.
- Cancellation 24 to 72 hours in advance: 50% refund or credit toward a future workshop of equal value.
- Cancellation less than 24 hours in advance: No refund, but credit may be offered at our discretion.
- Workshop cancelled by us: Full refund or rescheduling option.
8. Event Cancellation by Shoulderhip
If we cancel any paid event, program session, or consulting appointment due to weather, safety concerns, insufficient enrollment, organizer illness, or force majeure events, affected participants will be offered:
- A full refund of any fees paid for the cancelled session or event.
- Alternatively, a credit toward a future event or program of equal or greater value, if preferred.
- Priority registration for the rescheduled event, if applicable.
We will make reasonable efforts to notify all registered participants at least 24 hours before a scheduled paid event. In cases of sudden weather-related cancellations, notification will be provided as early as possible via email and phone.
9. How to Request a Refund
To request a refund, please follow these steps:
- Step 1: Send an email to hello@shoulderhip.world with the subject line "Refund Request" including your full name, the product or service purchased, the purchase date, and the reason for your refund request.
- Step 2: Include any supporting documentation, such as proof of purchase or technical issue screenshots, where applicable.
- Step 3: Our team will acknowledge your request within 2 business days and provide a decision within 10 business days.
- Step 4: Approved refunds are processed to the original payment method within 14 business days of approval.
You may also contact us by phone at +46 10 516 44 80 during business hours (Monday to Friday, 09:00–17:00 CET) to initiate a refund request.
10. Refund Processing
Approved refunds are returned to the original payment method used for the purchase. Processing times depend on your payment provider:
- Credit and debit cards: 5 to 14 business days after we initiate the refund.
- Bank transfers: 3 to 10 business days after we initiate the refund.
- Digital payment platforms: 3 to 7 business days, depending on the platform's policies.
If the original payment method is no longer available, we will work with you to arrange an alternative refund method. Refunds are issued in Swedish Kronor (SEK) in the amount originally paid, unless currency conversion fees were applied by your payment provider.
11. Partial Refunds and Credits
In situations where a full refund is not applicable under this policy, we may offer:
- Partial refunds proportional to the unused portion of a program or service.
- Store credits valid for 12 months toward any paid offering on our website.
- Free rescheduling to a future session or program of equivalent value.
The form of compensation is determined based on the specific circumstances of each request and communicated clearly in our response.
12. Consumer Rights
Nothing in this Refund Policy limits your statutory rights as a consumer under Swedish and European Union law. If you are a consumer, you retain all mandatory rights provided by applicable legislation, including:
- The 14-day right of withdrawal for distance contracts under the Distance Contracts Act.
- Rights regarding defective digital content under the Consumer Rights Directive.
- The right to pursue dispute resolution through the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN) or the European Consumer Centre Sweden.
13. Disputes
If you are dissatisfied with our response to a refund request, you may escalate the matter by contacting us again with additional details. We are committed to resolving disputes amicably. Swedish consumers may also refer disputes to ARN at arn.se or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
14. Changes to This Policy
We may update this Refund Policy to reflect changes in our offerings, pricing structures, or legal requirements. The effective date at the top of this page indicates when the current version took effect. Changes apply to purchases made after the updated effective date. Purchases made before a policy update are governed by the policy in effect at the time of purchase.
15. Contact Us
For refund requests or questions about this policy:
- Email: hello@shoulderhip.world
- Phone: +46 10 516 44 80
- Address: Södermannagatan 21, 116 40 Stockholm, Sweden
We aim to handle all refund inquiries fairly, promptly, and in accordance with applicable consumer protection standards.