This policy describes the conditions under which membership fees and program charges paid to Jointscartilage are eligible for full or partial refund. It complies with Finnish consumer protection law and EU Directive 2011/83/EU on consumer rights.
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Key principle: We aim to be fair and transparent in all refund decisions. If you have a specific circumstance not covered by this policy, please contact us directly and we will review your situation individually.
This Refund Policy applies to all fees paid to Jointscartilage including:
This policy does not apply to free services, introductory rides or events for which no payment was made. References to "you" or "the member" refer to the individual who made the relevant payment.
Monthly membership fees are charged at the beginning of each billing period for the month ahead.
Monthly memberships are non-refundable once the billing period has commenced, except as provided under applicable consumer protection law (see Section 7) or in cases of organisation-initiated cancellation (see Section 5).
If you cancel your membership registration before any billing period has commenced — that is, before the first payment has been processed — a full refund will be issued.
Monthly memberships require 30 days' written notice of cancellation. Charges incurred during the notice period are not eligible for refund. Following the end of the notice period, no further charges will be made.
Annual memberships are paid in full at the start of the membership year.
If you cancel an annual membership after the billing period has commenced, we will calculate a pro-rata refund based on the unused portion of the membership year, subject to the following conditions:
Pro-rata refunds are calculated based on the number of full calendar months remaining in the membership year at the point of cancellation.
Cancellations requested within the first 14 days of an annual membership (from the date the membership was activated) are eligible for a full refund in accordance with the statutory right of withdrawal described in Section 7, provided no services have been accessed during that period.
Fees for individual workshops, route consultation sessions and other separately-charged programs are subject to the following refund conditions:
In the case of exceptional circumstances — for example, sudden illness or a family emergency — we encourage you to contact us as early as possible. We will review such situations individually and may offer a credit towards a future session at our discretion.
If Jointscartilage cancels a scheduled ride, workshop, or other paid activity, participants will be entitled to:
If Jointscartilage terminates a membership — for example, due to non-compliance with the Terms of Use — refund eligibility will depend on the circumstances. Terminations resulting from conduct that endangers the safety of others are not eligible for refund. In other cases, pro-rata refunds for unused periods may be considered.
As an alternative to cancellation, members may request a membership pause of up to 60 days per calendar year. During a pause:
Pause requests must be submitted in writing with at least 5 working days' notice. Retroactive pauses are not available. To request a pause, contact us using the details in Section 12.
If you are a consumer purchasing services from Jointscartilage, you may have statutory rights under Finnish consumer protection law (Kuluttajansuojalaki 38/1978) and EU Directive 2011/83/EU on consumer rights, including:
Under EU consumer law, you generally have the right to withdraw from a contract for services within 14 days of entering into it, without providing a reason. However, this right may not apply if you have explicitly consented to services commencing during the withdrawal period and acknowledged that the right of withdrawal will be lost once services have been fully performed.
If you register for membership or a program and services commence immediately or within the 14-day period, you will be asked to expressly consent to this. In the event of withdrawal during the 14-day period where services have partially commenced, you may be liable for a proportionate amount for services already provided.
If a service provided by Jointscartilage does not conform to what was described or agreed, you have the right to a remedy, which may include repair, re-performance, a price reduction or a refund, in accordance with Finnish consumer protection law.
These statutory rights are not limited or excluded by this Refund Policy. If you believe you have a statutory right not covered here, please contact us.
To request a refund, please contact us using one of the following methods:
Your refund request should include:
We will acknowledge receipt of your request within 3 working days and aim to provide a decision within 10 working days.
Approved refunds will be processed using the original payment method where possible. If the original payment method is no longer available, we will arrange an alternative by agreement.
Once approved, refunds are typically processed within 10 working days. Depending on your payment provider, it may take a further 3–5 working days for funds to appear in your account.
We do not charge any administrative fee for processing standard refunds, except as noted for annual membership pro-rata refunds (see Section 3.1).
The following are not eligible for refund under this policy:
We reserve the right to update this Refund Policy. Material changes will be communicated to active members by email at least 14 days before they take effect. The policy in effect at the time your payment was made will govern your refund eligibility for that payment.
For all refund enquiries, cancellations and billing questions, please contact us:
If you remain dissatisfied after our response to your refund request, you have the right to escalate your complaint to the Finnish Consumer Disputes Board (Kuluttajariitalautakunta): kuluttajariitalautakunta.fi