Return Policy

Overview

At Skeletonenergy, we are committed to ensuring your complete satisfaction with our interior styling services. We understand that circumstances may change, and we have designed our return and cancellation policy to be fair and transparent for all parties involved. This policy outlines the terms and conditions for cancellations, rescheduling, and refunds related to our consultation and styling services.

Please read this policy carefully before booking any of our services. By engaging our services, you acknowledge that you have read, understood, and agree to the terms outlined in this Return Policy. If you have any questions or concerns, please do not hesitate to contact us before making a booking.

Service Cancellation Policy

Consultation Services

Our consultation services include initial assessments, style reviews, and design discussions. The following cancellation terms apply to all consultation bookings:

• More than 48 hours before appointment: Full refund of any deposit paid. You may also reschedule your appointment at no additional cost.
• 24 to 48 hours before appointment: 50% of the consultation fee will be refunded. Alternatively, you may reschedule once without additional charges.
• Less than 24 hours before appointment: No refund will be provided. However, we may offer a rescheduling option at our discretion, subject to availability.
• No-show: If you fail to appear for your scheduled consultation without prior notice, no refund will be provided and the full consultation fee will be charged.

Room Makeover and Complete Styling Services

For our comprehensive styling services, which involve significant planning, preparation, and resource allocation, the following cancellation terms apply:

• Before project commencement: If you cancel before any work has begun, you will receive a refund of your payment minus a 15% administrative fee to cover initial planning and scheduling costs.
• After concept development: Once we have delivered mood boards, design concepts, or other preliminary deliverables, these items are considered delivered services. A refund of 50% of the remaining project fee may be provided, subject to the stage of completion.
• During implementation: Cancellation during the implementation phase will be evaluated on a case-by-case basis. Refunds will be calculated based on work completed, materials ordered, and commitments made to suppliers or contractors on your behalf.
• After project completion: No refunds will be provided once the styling project has been completed and the final walkthrough has been conducted.

Rescheduling Policy

We understand that life can be unpredictable, and we try to accommodate rescheduling requests whenever possible. The following guidelines apply to rescheduling:

• Rescheduling requests made more than 48 hours before the scheduled appointment can be accommodated free of charge, subject to availability.
• Each booking may be rescheduled once without penalty. Additional rescheduling may incur an administrative fee of €25 per occurrence.
• Rescheduled appointments must be completed within 60 days of the original booking date. After this period, the booking may be treated as a cancellation.
• We reserve the right to decline rescheduling requests that are made repeatedly or appear to be made in bad faith.

Refund Process

How to Request a Refund

To request a cancellation or refund, please follow these steps:

• Contact us via email or phone as soon as possible. Include your booking reference number and the reason for your cancellation request.
• Our team will review your request and respond within two business days with confirmation of the applicable refund amount based on this policy.
• Once approved, refunds will be processed using the original payment method whenever possible.

Refund Timeline

We aim to process all approved refunds promptly. Please note the following timelines:

• Bank transfers: Refunds via bank transfer typically take 5-10 business days to appear in your account, depending on your bank's processing times.
• Credit/Debit cards: Card refunds may take 5-14 business days to be reflected in your statement, depending on your card issuer's policies.
• Other payment methods: Refunds for other payment methods will be processed according to the specific provider's policies and timelines.

If you have not received your refund within the expected timeframe, please check with your bank or payment provider first, then contact us if the issue persists.

Products and Physical Items

While Skeletonenergy primarily provides styling services, we may occasionally assist with the procurement of furniture, décor items, or other physical products as part of our comprehensive styling packages. The following terms apply to such items:

Items Purchased Through Our Service

• Products purchased through our styling service are subject to the return policies of the original retailers or suppliers. We will provide you with relevant information about return rights at the time of purchase.
• We are not responsible for processing returns directly but will assist you in communicating with suppliers where possible.
• Custom-made, personalized, or specially ordered items may not be eligible for return unless they are defective or not as described.

Items with Defects

If any product procured through our service arrives damaged or defective:

• Please notify us within 48 hours of delivery, including photographs of the damage.
• We will coordinate with the supplier to arrange for replacement or refund according to their policies.
• Do not dispose of damaged items until instructed, as evidence may be required for claims.

Force Majeure and Exceptional Circumstances

In exceptional circumstances beyond the control of either party, such as natural disasters, severe weather, government actions, pandemics, or other force majeure events, we may need to cancel or reschedule appointments. In such cases:

• We will make every effort to reschedule affected appointments at a mutually convenient time.
• If rescheduling is not possible, a full refund will be provided.
• We are not liable for any additional costs or damages arising from cancellations due to force majeure events.

Our Right to Cancel

While rare, we reserve the right to cancel a service booking under the following circumstances:

• Unforeseen illness or emergency affecting our team members, preventing us from fulfilling the service.
• Safety concerns identified prior to or during a home visit.
• Client behavior that is abusive, threatening, or otherwise inappropriate toward our staff.
• Failure to provide necessary access or information required to complete the service.

In such cases, we will offer either a full refund or rescheduling at no additional cost, depending on the nature of the cancellation.

Disputes and Resolution

We are committed to resolving any disputes fairly and efficiently. If you are dissatisfied with any aspect of our service or this policy:

• Please contact us first to discuss your concerns. Many issues can be resolved through open communication.
• We will investigate your complaint and respond within seven business days.
• If we cannot reach a satisfactory resolution, you may be entitled to seek remedies through consumer protection authorities or other legal channels.

Changes to This Policy

We may update this Return Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. Any changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically.

Changes to this policy will not affect bookings made before the change takes effect. The policy in effect at the time of your booking will apply to that booking.

Contact Us

If you have any questions about this Return Policy or wish to request a cancellation or refund, please contact us at:

Skeletonenergy
Voorstraat 45, 2611 JL Delft, Netherlands
Phone: +31 15 212 3345
Email: writetous@skeletonenergy.world

Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM CET, and on Saturdays from 10:00 AM to 3:00 PM CET. We aim to respond to all inquiries within one business day.