Cancellations, Withdrawal and Refunds

1. Before a contract is confirmed

You may stop an inquiry at any time without charge. No booking, project, or purchase exists merely because you submitted the contact form. A contract is formed only through written confirmation or another clearly agreed acceptance process.

2. Consumer right of withdrawal

If you are a consumer and conclude an eligible contract with PZB at a distance or away from business premises, you generally have 14 days to withdraw without giving a reason. For a service, the period normally starts when the contract is concluded. For goods, it normally starts when you or a nominated third party receives them.

To withdraw, send an unambiguous statement through the contact page, by revealed email, or by post to PZB d.o.o., Ljubljanska cesta 8, 4260 Bled, Slovenia, before the deadline. Include your name, contact details, booking or invoice reference, the service or item, contract or receipt date, and a clear statement that you withdraw.

The European Union provides a plain-language overview of returns and withdrawal rights. Applicable law and the specific confirmed contract determine the right in an individual case.

3. Services started during the withdrawal period

If you expressly ask PZB to begin a paid service before the 14-day period ends and then validly withdraw before completion, you may have to pay a proportionate amount for work supplied up to withdrawal. The right of withdrawal may end after a service has been fully performed if performance began with your prior express request and acknowledgment of that consequence, as required by law.

4. Important exceptions

The statutory 14-day withdrawal right may not apply, among other legally defined cases, to:

• accommodation, catering, or leisure-related services reserved for a specific date or period, which may include a date-specific retreat depending on what the booking contains;
• a service fully performed under the conditions described above;
• digital content supplied without a physical medium after you expressly consent to immediate supply and acknowledge loss of the withdrawal right, with the required confirmation;
• goods made to your specifications or clearly personalised; and
• sealed goods unsuitable for return for health or hygiene reasons after the seal is broken.

PZB will identify any relevant exception before the contract is confirmed rather than relying on this general list alone.

5. Retreat, course, and appointment cancellations

Outside a statutory withdrawal right, the cancellation and rescheduling terms in the booking confirmation apply because PZB may reserve instructors, venues, accommodation, or limited participant capacity. Contact us as early as possible. Where the specific terms allow, PZB may offer a new date, substitute participant, account credit, or refund less clearly disclosed non-recoverable costs.

If PZB cancels a service and cannot provide a reasonable equivalent accepted by the customer, PZB will refund amounts paid for the undelivered service. This does not limit any additional mandatory rights.

6. Custom IT work, support, dIR, and dGost

Business project cancellation follows the signed proposal or statement of work. Unless that agreement says otherwise, the customer pays for accepted milestones, work reasonably performed up to termination, approved non-cancellable third-party costs, and an orderly handover. PZB will not charge for work that was neither performed nor contractually committed.

Consumer digital services and content retain all mandatory conformity and termination rights. Licence, subscription, hosting, and support termination dates are defined in the applicable service terms.

7. Physical returns

For an eligible consumer withdrawal from goods, send the goods back within 14 days after notifying PZB. Unless PZB agreed to pay or failed to give the required advance information, the consumer bears the direct return cost. Handle goods only as needed to establish their nature, characteristics, and functioning; the consumer may be responsible for diminished value caused by additional handling.

PZB will make the required refund, including eligible standard outbound delivery cost, without undue delay and normally within 14 days after receiving the withdrawal notice. For goods, PZB may withhold reimbursement until the goods arrive or the consumer supplies evidence of return, whichever occurs first. Refunds normally use the original payment method unless another method is expressly agreed without extra cost.

8. Faulty, damaged, or non-conforming supply

Withdrawal is separate from legal rights when goods, digital content, or services are faulty, damaged, inaccessible, or do not match the agreement. Contact PZB with the relevant reference and a description of the problem. Depending on the case and applicable law, remedies may include correction, replacement, completion, price reduction, termination, or refund. Nothing in this policy reduces mandatory conformity or guarantee rights.

9. How to request a resolution

Use the contact page and include enough information to identify the agreement and requested outcome. Do not include payment-card details, passwords, medical records, or identity documents in the general form. PZB will review the request against the written confirmation and applicable law.