Cancellation and Refund Policy
- General Principle
- Digital Products — Waiver of Right of Withdrawal
- Digital Products — Exception: Technical Failure
- Coaching Sessions — Cancellation, No-Shows, and Refunds
- Gift Cards
- Reward Discount Codes
- Platform Discontinuation
- How to Request a Refund
- Further Information
1. General Principle
1.1. RiverCalm offers digital products (online courses and e-books, delivered exclusively through the RiverCalm Journey platform at https://journey.rivercalm.life), coaching sessions, and gift cards. This policy explains when and how a purchase of each of these can be cancelled or refunded, and forms part of the RiverCalm Terms and Conditions, available in full at https://rivercalm.life/terms-conditions.
1.2. Due to the nature of digital content, purchases of digital products are generally non-refundable once access to the content has been granted or the content has been downloaded, except as described in Section 3 below.
2. Digital Products — Waiver of Right of Withdrawal
2.1. By completing a purchase of a digital product on rivercalm.life, the customer expressly consents to the immediate provision of the purchased digital content and confirms their understanding that this consent results in the loss of the standard 14-day right of withdrawal, in accordance with § 356 (4) BGB, once access to the purchased content has been granted on the RiverCalm Journey platform.
2.2. This means that once you have received access to your course or downloaded your e-book, no cancellation or refund is possible except in the circumstances described in Section 3 below.
3. Digital Products — Exception: Technical Failure
3.1. If a technical failure on the part of RiverCalm prevents you from accessing your purchased digital content, you may request a refund within 14 days of purchase by contacting us at info@rivercalm.life with the following information:
- Your full name
- Your order number
- The email address used at purchase
- A description of the technical issue you are experiencing
3.2. Upon receiving your request, we will first attempt to resolve the technical issue. If we are unable to do so within a reasonable time, we will issue a full refund to the original payment method used at purchase.
3.3. This exception does not apply to technical issues resulting from:
- The customer’s own device, browser, or operating system not meeting the minimum technical requirements listed in the RiverCalm Terms and Conditions at https://rivercalm.life/terms-conditions (section 2.7)
- The customer’s internet connection being insufficient for video or audio playback
- The customer’s failure to enable JavaScript or cookies in their browser
- Issues with the customer’s email provider preventing receipt of access credentials
3.4. If you are unsure whether your device meets the minimum technical requirements before purchasing, please review the full list of requirements in our Terms and Conditions at https://rivercalm.life/terms-conditions (section 2.7) before completing your order.
4. Coaching Sessions — Cancellation, No-Shows, and Refunds
4.1. Coaching sessions must be paid for in full at the time of booking. Appointments may be cancelled or rescheduled free of charge up until 48 hours before the scheduled appointment time, preferably through the session booking system on the RiverCalm website.
4.2. If an appointment is not cancelled or rescheduled at least 48 hours in advance, or if you fail to attend a scheduled appointment (“no-show”), the amount already paid for that session is forfeited and no refund will be issued. No additional or separate no-show fee is charged.
4.3. If a technical problem prevents you from cancelling or rescheduling through the website’s session manager, you may instead email info@rivercalm.life with the subject line “Appointment Cancellation,” including your appointment details. This email must be received at least 48 hours before the scheduled appointment for the session to be treated as validly cancelled rather than forfeited.
4.4. The only exceptions to the 48-hour cancellation requirement are incapacitating illness or a general emergency preventing you from attending or from cancelling in time. These exceptions are granted on a good-faith basis, and no proof (such as a doctor’s note) is required as a matter of course. Proof may only be requested where there is a reasonable, documented suspicion of repeated or abusive reliance on this exception, and will only be requested and handled in a manner separately agreed with you that safeguards the confidentiality of the information provided.
4.5. Once a coaching session has been carried out, it is considered fully delivered, and no refund will be issued for that session.
4.6. No refund, including no partial refund, will be issued where a session is disrupted, shortened, or cannot be satisfactorily completed due to your own equipment, software, internet connection, or physical setting.
4.7. If RiverCalm fails to provide the technical means necessary to carry out a scheduled session, we will offer you either a refund or a rescheduled session, at your preference.
4.8. Where a refund is due following a properly cancelled session under clause 4.1, it will be issued to your original method of payment.
5. Gift Cards
5.1. Gift card purchases are final and non-refundable.
5.2. Gift cards are valid for four (4) years from the date of purchase. Any unredeemed balance remaining after this period expires and can no longer be redeemed.
5.3. If needed, the intended recipient of a gift card can be changed by emailing info@rivercalm.life. This can be done a maximum of one additional time per gift card.
6. Reward Discount Codes
6.1. Reward discount codes issued as part of the course completion congratulations email are non-transferable, may not be exchanged for cash, and are valid only for future purchases on rivercalm.life. The validity period and conditions of each discount code will be stated in the email in which it is issued.
7. Platform Discontinuation
7.1. Access to digital products is granted for as long as the purchased product continues to be offered by RiverCalm and RiverCalm continues to operate (a lifetime license, as described in our Terms and Conditions). In the event that the RiverCalm Journey platform, or a specific purchased product, is discontinued or removed from RiverCalm’s services, the customer will be notified by email at least three (3) months in advance. During this notice period, the customer is responsible for downloading all available course materials for their own personal, offline use.
7.2. After the expiry of this three-month notice period, RiverCalm has no further obligation to provide access to, or copies of, the discontinued content, and no refund is due, given that the customer will have received a lifetime license to the product for as long as it remained available.
8. How to Request a Refund
8.1. For digital products, refund requests must be submitted by email to info@rivercalm.life within 14 days of purchase, as described in Section 3. Please include:
- Your full name
- Your order number
- The email address used at purchase
- A clear description of the reason for your request
8.2. For coaching sessions, cancellation, rescheduling, and refund requests are handled in accordance with Section 4 above.
8.3. We will endeavour to respond to all requests within 3 business days. Approved refunds will be processed to the original payment method and may take 5–10 business days to appear depending on your bank or payment provider.
8.4. Refunds will be issued in the same currency in which the original payment was made — Euro (€), US Dollar ($), or British Pound (£).
9. Further Information
9.1. This Cancellation and Refund Policy forms part of the RiverCalm Terms and Conditions, available in full at https://rivercalm.life/terms-conditions, and should be read alongside our Privacy Policy at https://rivercalm.life/privacy-policy/.
9.2. For any questions regarding this policy, please contact us at info@rivercalm.life.