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Refund & Cancellation Policy

When bookings and credit packs can be cancelled or refunded, and how requests are handled.

Last updated: 1 May 2026

Effective from: 1 May 2026

This Refund and Cancellation Policy sets out when and how Customers of B&P Co Ltd. (trading as Tropical Pilates) may cancel a Booking or obtain a refund. It forms part of our Terms of Service. Capitalised terms have the meaning given in the Terms.

This policy is the one referred to in your Stripe purchase flow.

1. Class bookings

1.1 Cancelling your Booking 24 hours or more before the class start

You may cancel a Booking at any time up to 24 hours before the scheduled class start. When you do:

  • If the Booking was paid in cash (or by card or bank transfer processed at the studio), you will receive a full cash refund to the original payment method.
  • If the Booking was paid online by card via Stripe, you will receive a full refund to the original card within 5–10 business days (refunds are processed by Stripe and the time to credit depends on your card issuer).
  • If the Booking was paid with a Credit, the Credit will be returned to your account for reuse, provided it has not expired. If the Credit has expired in the meantime, please contact us at pilates@tropical.bg — we will, at our discretion, reinstate it for a short grace period or refund the original purchase.

1.2 Late cancellation (less than 24 hours before class)

If you cancel a Booking less than 24 hours before the scheduled class start, the Booking is treated as a late cancellation. In that case:

  • The payment or Credit used for the Booking is forfeited in full.
  • No refund is given.

1.3 No-show

If you fail to attend a class you have booked and have not cancelled, it is treated as a no-show. In that case:

  • The payment or Credit used for the Booking is forfeited in full.
  • No refund is given.

1.4 Cancellation by the Studio

If the Studio cancels a class for any reason (instructor absence, low enrolment, force majeure, public-health restrictions, etc.), you are entitled to a refund of the affected Booking. The Studio will, at its sole discretion, issue the refund either:

  • as a Credit to your account (same type and value as the Credit that was used, or equivalent cash value returned as a Credit if the Booking was paid in cash), or
  • as a cash refund to the original payment method.

If you have a strong preference between the two forms, you are welcome to state it when contacted about the cancellation; the Studio will try to accommodate reasonable preferences but is not obliged to do so.

2. Credit Packs

2.1 14-day refund period

Credit Packs are refundable within 14 days of purchase to the original payment method, except in the following cases, where the 14-day refund right does not apply:

  • Bundled purchases: if the Credit Pack was purchased together with a specific class Booking as part of a combined transaction, and
  • Used Credits: if any Credit from the pack has been used (in whole or in part) to book or attend a class before the end of the 14-day window.

In the "used Credits" case, once you use any Credit from the pack you expressly request that we begin performance of the contract, and you lose the right to withdraw from the contract for the used Credits under Article 16(a) of Directive 2011/83/EU (as transposed into Bulgarian law).

2.2 Expiry of Credits

All Credits (whether bought standalone or as part of a Credit Pack) expire one (1) month from the date of purchase. After that date, any unused Credits have no further value and cannot be refunded. This short expiry period is clearly disclosed at the point of purchase.

Expiry cannot be extended except at the sole discretion of the Studio in documented cases of force majeure (e.g. hospitalisation, bereavement, natural disaster) affecting the Customer.

2.3 Non-transferability

Credits and Credit Packs are personal and non-transferable. They cannot be gifted, assigned, or sold to another person. They can be used only by the Customer who purchased them.

3. How to request a cancellation or refund

To cancel a Booking:

  • Use the cancel button in your account on the Website; or
  • Email us at pilates@tropical.bg from the email address associated with your account (if any), or
  • Call us at +359 87 725 6848 during studio hours.

To request a refund of a Credit Pack within the 14-day window, email us at pilates@tropical.bg with:

  • The date of purchase
  • The Credit Pack purchased
  • Your phone number or email on file

We will confirm the refund within 5 business days and process it promptly. Card refunds are issued via Stripe and typically appear on your statement within 5–10 business days of processing.

4. Your consumer rights

4.1 14-day distance-contract right

Under the Bulgarian Consumer Protection Act (implementing Directive 2011/83/EU), EU consumers have a 14-day right to withdraw from distance contracts for services. However:

  • Class Bookings for a specific date and time fall under the exemption in Article 16(l) of Directive 2011/83/EU (services relating to leisure activities provided on a specific date or period). The 14-day right does not apply; instead, the cancellation window in Section 1 applies.
  • Standalone Credit Packs are subject to the 14-day right as set out in Section 2.1.

4.2 Rights that cannot be excluded

Nothing in this policy limits your rights as a consumer under mandatory Bulgarian consumer-protection law. In particular, nothing limits our obligation to provide a refund where the Services supplied are not in conformity with the contract.

4.3 Disputes

If you believe we have not honoured this policy, please first raise the issue with us at pilates@tropical.bg. If we are unable to resolve the matter to your satisfaction, you may:

  • Contact the Commission for Consumer Protection (Комисия за защита на потребителите, КЗП) at kzp.bg or 0700 111 22.
  • Submit the dispute to the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
  • Bring proceedings in the competent courts under Section 15 of our Terms of Service.

5. Changes to this Policy

We may update this Refund and Cancellation Policy from time to time. The "Last updated" date at the top of this document indicates the last revision. Changes apply only to Bookings and Credit Pack purchases made after the effective date.

6. Contact

For any question about refunds or cancellations, contact us at pilates@tropical.bg or +359 87 725 6848.

7. Authoritative language

This Refund and Cancellation Policy is published in both Bulgarian and English. In the event of any inconsistency between the two versions, the Bulgarian version governs.