1. Introduction and Scope

This Refund Policy governs all refund, cancellation, and modification requests for services provided by Piedra Muda LAB, with registered address at Plaça de Ramon Berenguer el Gran, 2, Barcelona, Spain. This policy applies to all services including CHŌWA visual meditation sessions, video design projects, creative consulting services, and any related offerings. This policy is established in accordance with Spanish consumer protection legislation, including Real Decreto Legislativo 1/2007 por el que se aprueba el texto refundido de la Ley General para la Defensa de los Consumidores y Usuarios, and European Union consumer rights directives.

2. Service Categories and Refund Eligibility

​i. CHŌWA Fundamental Sessions: Individual sessions including Trial - Sesión de Prueba (30 minutes, €35, solo nuevos clientes), Starter - Sesión Inicial/Evaluación Completa (90 minutes, €95), and Regular - Sesiones de Seguimiento (45 minutes, €65) are eligible for refunds subject to the cancellation timeframes and conditions specified herein, with a 7% administrative and payment processing fee retained in all cases.
ii. CHŌWA Premium Experiences: Specialized sessions including FOCUS - Para profesionales con estrés (30 minutes, €45), HARMONY - Para personas con ansiedad (45 minutes, €65), and FLOW - Para buscadores espirituales (75 minutes, €85) are eligible for refunds subject to the same cancellation timeframes and conditions as fundamental sessions, with a 7% administrative fee retained.
iii. CHŌWA Session Packages: Should session packages be offered in the future, they will be completely non-refundable once purchased under any circumstances, including medical emergencies, extraordinary situations, or service quality issues.
iv. Video Design and Creative Services: Custom video design projects, interactive installations, and creative consulting services are subject to separate refund terms based on project completion stages and deliverable milestones, with a 7% administrative fee retained for all approved refunds.
v. Digital Products and Materials: Any digital content, reports, or materials provided as part of services are generally non-refundable once delivered, except where specifically provided herein or required by applicable law, subject to a 7% administrative fee for any approved refunds.

3. Cancellation Timeframes and Refund Eligibility

i. 48-Hour Advance Cancellation: Cancellations made at least forty-eight (48) hours before the scheduled session time are eligible for 75% refund of the total session cost.
ii. 24-Hour Advance Cancellation: Cancellations made between twenty-four (24) and forty-eight (48) hours before the scheduled session time are eligible for 25% refund of the total session cost.
iii. Same-Day Cancellation: Cancellations made less than twenty-four (24) hours before the scheduled session time are not eligible for any refund, except in cases of documented medical emergency, family emergency, or other extraordinary circumstances as determined at Piedra Muda LAB's discretion.
iv. No-Show Policy: Failure to attend a scheduled session without prior cancellation notification results in forfeiture of the full session payment, with no refund eligibility unless extraordinary circumstances can be documented and verified.

4. Medical and Emergency Exceptions

i. Medical Contraindications: If a participant's medical condition is determined to contraindicate CHŌWA session participation during the pre-session health assessment, a refund of 93% will be provided regardless of the cancellation timeframe, with 7% retained for administrative expenses and payment processing fees.
ii. Medical Emergencies: Documented medical emergencies affecting the participant or immediate family members may qualify for 93% refund even within the 24-hour cancellation window, subject to provision of appropriate medical documentation, with 7% retained for administrative and processing costs.
iii. Extraordinary Circumstances: Force majeure events, natural disasters, government-mandated closures, or other circumstances beyond the participant's control may qualify for 93% refund at Piedra Muda LAB's discretion, with 7% retained for administrative expenses.
iv. Technical Equipment Failure: If Bio-Well equipment or other essential technology fails and prevents session completion, participants are entitled to 93% refund or complimentary rescheduling at their preference, with 7% retained to cover administrative costs and payment processing fees.

5. Session Package Refund Policy

i. Future Package Policy: Should CHŌWA session packages be offered in the future, all such packages will be completely non-refundable once purchased, regardless of circumstances, cancellation timing, or number of sessions completed.
ii. Package Modifications: Any future session packages cannot be modified, transferred, or exchanged once purchased. All sales will be final and no exceptions will be made for any reason, including medical emergencies or extraordinary circumstances.
iii. Package Validity: Any future session packages will have defined validity periods that cannot be extended under any circumstances. Unused sessions within packages will expire according to the original terms and no refunds or credits will be provided for expired sessions.
iv. Transfer Restrictions: Any future session packages will be strictly non-transferable to other individuals under any circumstances, including cases of medical incapacity, death, or other extraordinary situations.

6. Video Design and Creative Services Refunds

i. Project Stages: Refunds for video design and creative services are calculated based on project completion stages, with specific milestones and deliverables defined in individual project agreements, and a 7% administrative fee retained for all approved refunds.
ii. Work Product Retention: Completed work products, including preliminary designs, concepts, and partial deliverables, remain the property of Piedra Muda LAB in cases of project cancellation, unless otherwise specified in project agreements.
iii. Client-Initiated Changes: Significant changes to project scope or requirements initiated by clients may result in additional charges and affect refund eligibility for work already completed, with all refunds subject to the 7% administrative fee.
iv. Intellectual Property Considerations: Refunds for creative services do not include licensing or transfer of intellectual property rights in completed or partially completed work products, and are subject to the 7% administrative fee retention.

7. Payment Processing and Refund Methods

i. Refund Processing Time: Approved refunds are processed within seven (7) to fourteen (14) business days of approval, with actual receipt depending on the payment method and financial institution processing times.
ii. Original Payment Method: Refunds are issued to the original payment method used for the transaction, unless the original method is no longer available or at the specific written request of the customer.
iii. Administrative Fee: A 7% administrative fee is retained from all refunds to cover payment processing costs, administrative expenses, and operational overhead associated with refund processing.
iv. Currency and Exchange Rates: For international transactions, refunds are processed in the original transaction currency, with any exchange rate fluctuations borne by the customer, and subject to the 7% administrative fee.

8. Refund Request Process

i. Written Request Requirement: All refund requests must be submitted in writing via email to contact@piedramudalab.com, including the customer's full name, contact information, service details, transaction reference, and detailed reason for the refund request.
ii. Documentation Requirements: Refund requests based on medical or emergency circumstances must include appropriate supporting documentation, such as medical certificates or official emergency declarations, with all refunds subject to the 7% administrative fee.
iii. Review Process: Refund requests are reviewed within three (3) business days of receipt, with written notification of approval or denial provided to the customer, including detailed reasoning for any denials and calculation of refund amounts after administrative fees.
iv. Appeal Process: Customers may appeal refund denials by providing additional information or documentation within fourteen (14) days of the denial notification, with appeals reviewed by senior management, and any approved appeals subject to the 7% administrative fee.

9. Rescheduling as Alternative to Refunds

i. Rescheduling Priority: Piedra Muda LAB encourages rescheduling as an alternative to refunds, offering flexible rescheduling options to accommodate customer needs while maintaining service continuity and avoiding refund fees.
ii. Rescheduling Timeframes: Individual sessions (Trial, Starter, Regular, FOCUS, HARMONY, FLOW) may be rescheduled without penalty up to 24 hours before the scheduled time, subject to availability and scheduling constraints.
iii. Multiple Rescheduling: Customers may reschedule individual sessions multiple times without additional fees, though excessive rescheduling may result in session validity period adjustments.
iv. Future Package Rescheduling: Should session packages be offered in the future, sessions within packages may be rescheduled subject to package validity periods, but packages themselves cannot be modified, extended, or refunded under any circumstances.

10. Consumer Rights Under Spanish Law

i. Statutory Rights: This Refund Policy does not limit or exclude any statutory rights available to consumers under Spanish consumer protection legislation or European Union consumer rights directives, except where such rights conflict with the specific nature of personal services.
ii. Distance Selling Rights: For services booked online or by telephone, customers may have additional cancellation rights under distance selling regulations, exercisable within fourteen (14) days of booking, subject to the 7% administrative fee for processing.
iii. Unfair Terms Protection: Any terms of this Refund Policy found to be unfair or unreasonable under Spanish consumer protection law shall be deemed invalid without affecting the validity of remaining terms, including the administrative fee structure.
iv. Alternative Dispute Resolution: Customers may access alternative dispute resolution mechanisms, including consumer mediation services and the European Online Dispute Resolution platform for cross-border disputes.

11. Special Circumstances and Discretionary Refunds

i. Customer Satisfaction: Piedra Muda LAB reserves the right to provide discretionary refunds in cases where customer satisfaction has not been achieved, even where standard refund criteria are not met, with all discretionary refunds subject to the 7% administrative fee.
ii. Service Quality Issues: If service quality falls below expected standards due to factors within Piedra Muda LAB's control, refunds may be provided regardless of cancellation timing, with 7% retained for administrative costs.
iii. Relationship Preservation: In cases where refund requests arise from misunderstandings or communication issues, Piedra Muda LAB may provide discretionary refunds to preserve positive customer relationships, subject to the 7% administrative fee.
iv. Charitable Considerations: In cases of demonstrated financial hardship or exceptional personal circumstances, discretionary refunds may be considered on a case-by-case basis, with the 7% administrative fee applied to cover minimum processing costs.

12. Non-Refundable Items and Services

i. Future Session Packages: Any CHŌWA session packages that may be offered in the future will be completely non-refundable under any circumstances, including medical emergencies, extraordinary circumstances, or service quality issues.
ii. Administrative Fees: The 7% administrative fee retained from all refunds covers payment processing costs, administrative expenses, and operational overhead, and is non-refundable under any circumstances.
iii. Completed Services: Services that have been fully completed and delivered are generally non-refundable, except in cases of documented service defects or quality issues, with any approved refunds subject to the 7% administrative fee.
iv. Digital Deliverables: Reports, analyses, and digital content that have been delivered and accessed are typically non-refundable, except where the content is materially defective or incomplete, with any refunds subject to the 7% administrative fee.

13. Modifications to Refund Policy

i. Policy Updates: This Refund Policy may be modified periodically to reflect changes in services, legal requirements, or business practices, with updated versions posted on our website with revised effective dates.
ii. Grandfathering: Existing bookings and service agreements are generally subject to the refund policy in effect at the time of booking, unless customers specifically agree to updated terms.
iii. Notification of Changes: Material changes to refund terms will be communicated to existing customers via email or other appropriate communication methods, with reasonable advance notice provided.
iv. Customer Acceptance: Continued use of services following policy modifications constitutes acceptance of updated refund terms and conditions, including any changes to administrative fee structures.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this Refund Policy, please contact:

Refund Processing Department
Piedra Muda LAB
Email: contact@piedramudalab.com
Address: Plaça de Ramon Berenguer el Gran, 2, Barcelona, Spain

Consumer Protection Authority
Dirección General de Consumo
Website: www.consumo.gob.es

15. Legal Framework and Compliance

​This Refund Policy is designed to comply with all applicable Spanish consumer protection legislation, European Union consumer rights directives, and relevant commercial law. The 7% administrative fee structure is established to cover legitimate business costs associated with refund processing and is applied consistently across all refund categories. Any conflicts between this policy and mandatory legal requirements shall be resolved in favor of legal compliance, and invalid provisions shall not affect the validity of remaining policy terms. This policy is governed by Spanish law and subject to the jurisdiction of Spanish courts.