Refund Policy

We want you to feel confident when you support your dancing with our materials. This policy explains how refunds, cancellations, and exchanges work for different types of purchases.

1) Scope

This policy applies to purchases made directly from Neutral Plateau via our Site. If you purchased through a marketplace or third‑party platform, their policy applies.

2) Digital products (downloads/streaming)

• We generally offer a 14‑day right of withdrawal for EU/UK consumers under applicable law.
• Exception: If you expressly agree to immediate access (e.g., you start the download/stream) within the 14‑day period, you acknowledge that your right of withdrawal may be lost for that digital content once delivery has begun.
• If you have not started downloading/streaming, you may request a refund within 14 days of purchase.

3) Services (coaching, lessons, events)

• Customer cancellations:
  • 48+ hours before the scheduled time: full refund or free reschedule.
  • 24–48 hours: 50% refund or 100% credit toward a reschedule (one time).
  • Under 24 hours or no‑show: non‑refundable.
• Our cancellations: If we must cancel, you can choose a full refund or a free reschedule.

4) Physical goods (if offered)

• Returns accepted within 30 days of delivery in unused, resellable condition with original packaging and tags.
• Non‑returnable: gift cards, downloadable items, perishable items, and personalized/custom goods.
• Condition: Items showing wear, damage, or missing parts not due to our error may be refused or incur a restocking fee (up to 15%).
• Shipping: Original shipping is non‑refundable unless the return is due to our error. You are responsible for return shipping and risk until received.

5) How to request a refund/return

1. Email [email protected] with:
   • Subject: “Refund request — [Order ID]”.
   • Your name, order email, and reason.
2. For physical returns, we will provide the return address and RMA (if required). Include any accessories and proof of purchase inside the parcel.
3. Share a tracked postage receipt and keep it until your refund is processed.

6) Timing and method of refund

• Once approved, we issue refunds to your original payment method. Processing times vary by bank/provider (typically 5–10 business days after our confirmation).
• If you haven’t received a refund after our confirmation:
  • Check your bank or card account again.
  • Contact your bank or card issuer; processing can take time.
  • If the issue persists, email us and include our confirmation message.

7) Exchanges

For defective or damaged physical items, we will replace them subject to stock availability. Email us with photos and your order ID within 7 days of delivery.

8) Chargebacks and disputes

If something goes wrong, please contact us first. We can usually resolve issues faster than a payment dispute. Unauthorized chargebacks may be contested with documentation.

9) Contact

Neutral Plateau
147 Robinson Bridge, Amybury, SG6 1PR, United Kingdom
+44 2663 847382 • [email protected]