This Refund Policy outlines the terms and conditions under which refunds may be issued for walking group programs and related services purchased from Thriveglow. This policy applies to all paid program enrollments and forms part of our Terms of Use. By enrolling in a paid program, you agree to the refund terms described below.
1. Company Information
- Company Name: Thriveglow
- Address: Drottninggatan 53, 111 21 Stockholm, Sweden
- Email: hello@thriveglow.world
- Phone: +46 8 446 83 399
- Website: thriveglow.world
2. Scope of This Policy
This Refund Policy applies to all paid walking group programs offered by Thriveglow, including but not limited to:
- Monthly neighborhood group walk enrollments
- Seasonal walking challenge programs (Spring, Summer, Autumn, Winter)
- Route Exploration Series enrollments
- Corporate morning walk group packages
- Any other paid program or service listed on our website at the time of purchase
Drop-in session fees for individual weekly group walks are addressed separately in Section 5. Free informational content on our website is not subject to this Refund Policy.
3. Consumer Rights Under Swedish Law
As a consumer purchasing services within the European Union, you are protected by the Swedish Distance and Off-Premises Contracts Act (Distansavtalslagen) and the EU Consumer Rights Directive (2011/83/EU). These laws provide you with specific rights regarding cancellation and refunds for distance contracts.
Where this Refund Policy provides more favorable terms than required by law, the more favorable terms apply. Where mandatory consumer protection laws provide greater rights, those legal rights take precedence over any conflicting provision in this policy.
4. Right of Withdrawal (Cooling-Off Period)
If you enroll in a paid program through our website, by email, or by phone without meeting us in person at our office, you have the right to withdraw from the contract within 14 days of the enrollment date without giving any reason.
To exercise your right of withdrawal, you must inform us of your decision by sending a clear statement to hello@thriveglow.world or by mail to Drottninggatan 53, 111 21 Stockholm, Sweden. You may use the following model withdrawal form, although it is not obligatory:
- To: Thriveglow, Drottninggatan 53, 111 21 Stockholm, Sweden, hello@thriveglow.world
- I hereby give notice that I withdraw from my contract for the following service: [program name]
- Enrolled on: [date]
- Name: [your name]
- Address: [your address]
- Date: [date]
If you withdraw within the 14-day cooling-off period and the program has not yet started, you will receive a full refund of all payments made within 14 days of receiving your withdrawal notification.
If the program has already begun during the cooling-off period and you have participated in one or more sessions with your explicit consent to early commencement, you will be charged a proportionate amount for the services already provided. The remaining balance will be refunded within 14 days.
5. Drop-In Session Fees
Individual drop-in fees for weekly group walks are payable per session and are generally non-refundable once the session has taken place. If you cancel your drop-in reservation at least 12 hours before the scheduled session start time, you may receive a credit toward a future drop-in session or a refund at our discretion.
If we cancel a session due to severe weather, group leader unavailability, or other operational reasons, drop-in fees paid for that session will be refunded in full or credited to a future session at your choice.
6. Monthly Enrollment Refunds
For monthly neighborhood group walk enrollments, the following refund terms apply after the 14-day cooling-off period:
- Before the first session of the month: Full refund minus a SEK 50 administrative fee, if cancellation is requested at least 7 days before the first scheduled session.
- After the first session: No refund for the current month. You may cancel future monthly renewals by notifying us at least 7 days before the next billing date.
- Mid-month cancellation: No partial refund for unused sessions within the current billing period.
7. Seasonal Challenge Program Refunds
Seasonal walking challenge programs run for a fixed period (typically eight weeks). Refund terms after the cooling-off period are as follows:
- Before the program start date: Full refund minus a SEK 100 administrative fee if cancellation is requested at least 14 days before the program begins.
- Within 14 days of program start but before the first session: 75% refund of the enrollment fee.
- After the first session: 50% refund if cancellation is requested within 7 days of the first session and before the third session.
- After the third session: No refund is available. You may transfer your remaining participation to another eligible participant with our approval.
8. Route Exploration Series Refunds
The Route Exploration Series consists of six scheduled sessions. Refund terms after the cooling-off period:
- Before the first session: Full refund minus a SEK 75 administrative fee if cancelled at least 7 days in advance.
- After one or two sessions: Pro-rata refund based on remaining sessions, minus a SEK 100 administrative fee.
- After three or more sessions: No refund available.
9. Corporate Group Package Refunds
Corporate morning walk group packages are subject to individually negotiated terms outlined in the corporate service agreement. Where no specific refund terms are stated in the agreement, the following default terms apply:
- Before services commence: Full refund minus any documented setup costs incurred.
- After services commence: Pro-rata refund for unused months of a multi-month contract, with 30 days written notice required.
- Early termination by Thriveglow: Full pro-rata refund for all unused services.
10. Cancellations by Thriveglow
We reserve the right to cancel or reschedule programs due to insufficient enrollment, severe weather conditions, group leader unavailability, safety concerns, or other operational reasons. In the event that we cancel a program you have enrolled in:
- You will receive a full refund of all fees paid for the cancelled program within 14 business days
- Alternatively, you may choose to transfer your enrollment to the next available program of equal value at no additional cost
- We will notify you of the cancellation as far in advance as reasonably possible
Individual session cancellations due to weather or operational reasons do not entitle monthly or seasonal participants to a refund for that specific session, but we will make reasonable efforts to offer a makeup session where feasible.
11. How to Request a Refund
To request a refund, contact us using one of the following methods:
- Email: Send your refund request to hello@thriveglow.world with the subject line "Refund Request"
- Phone: Call +46 8 446 83 399 during business hours (Monday–Friday, 09:00–17:00 CET)
- Mail: Send a written request to Drottninggatan 53, 111 21 Stockholm, Sweden
Your refund request should include:
- Your full name and contact email address
- Program name and enrollment date
- Reason for the refund request (optional but helpful for our records)
- Proof of payment if available (receipt, bank statement, or transaction confirmation)
We will acknowledge your refund request within 3 business days and provide a decision within 10 business days. Approved refunds are processed within 14 business days of approval.
12. Refund Method
Refunds are issued using the same payment method used for the original purchase whenever possible. If the original payment method is no longer available (for example, an expired credit card), we will contact you to arrange an alternative refund method such as bank transfer.
Please note that depending on your bank or payment provider, it may take an additional 5–10 business days for the refunded amount to appear in your account after we process the refund.
13. Non-Refundable Items
The following are generally non-refundable:
- Printed route guides and educational materials already delivered to you
- Administrative fees explicitly stated at the time of enrollment
- Services already rendered (sessions already attended)
- Third-party fees or charges not collected by Thriveglow
14. Disputes and Complaints
If you are dissatisfied with our refund decision, you may request a review by contacting us with additional information supporting your case. We will conduct a secondary review within 10 business days.
As a consumer in Sweden, you have the right to refer unresolved disputes to:
- Allmänna reklamationsnämnden (ARN): The National Board for Consumer Disputes at arn.se
- Konsumentverket: The Swedish Consumer Agency at konsumentverket.se for guidance and information
- European Consumer Centre Sweden: For cross-border consumer disputes within the EU at eccsverige.se
The European Commission also provides an Online Dispute Resolution platform at ec.europa.eu/consumers/odr for resolving consumer disputes online.
15. Program Transfers
As an alternative to a refund, you may request to transfer your enrollment to a different program, schedule, or meeting location, subject to availability. Transfer requests must be made at least 7 days before the next scheduled session. One free transfer is permitted per enrollment; subsequent transfers may incur a SEK 50 administrative fee.
You may also transfer your enrollment to another person with our prior written approval. The transferee must meet any program requirements and agree to our Terms of Use.
16. Changes to This Refund Policy
We may update this Refund Policy to reflect changes in our programs, pricing, or legal requirements. Changes will be posted on this page with an updated "Last updated" date. Changes apply to enrollments made after the policy update date. Enrollments made before a policy change remain subject to the refund terms in effect at the time of enrollment.
17. Contact Us
For refund requests, questions about this policy, or assistance with program cancellations, contact us:
- Email: hello@thriveglow.world
- Phone: +46 8 446 83 399
- Address: Drottninggatan 53, 111 21 Stockholm, Sweden
- Business Hours: Monday – Friday, 09:00 – 17:00 CET