Terms and conditions

1. Your account

Give accurate information, keep your sign-in details private, and tell us promptly if you believe somebody else has accessed your account. You are responsible for activity performed through your account unless the law provides otherwise.

2. Services and participation

Your account lets you request or manage services such as activities, programs, volunteering, donations, and payments. A submission is not an acceptance or guaranteed place unless the relevant page or confirmation says so.

3. Prices, payments, and cancellations

Any price, payment schedule, cancellation condition, or refund condition shown for a specific service forms part of your agreement for that service. Statutory consumer rights continue to apply.

4. Respectful and lawful use

Do not misuse the website, interfere with its security, impersonate another person, or use an account for unlawful, abusive, or fraudulent activity.

5. Availability and account action

We may protect, restrict, or suspend an account where reasonably necessary for security, abuse prevention, legal compliance, or the safety of participants. We aim to keep the service available but cannot promise uninterrupted access.

6. Contact and changes

Contact us at info@sanabil.nl with questions about these terms. If we materially change the account terms, we will publish a new version and request renewed agreement where appropriate.

Booking cancellations and repayment

Before an activity starts

You can ask our staff to cancel a booking before the activity starts. For a paid booking that has not started, we will review the request and refund the amount paid for that booking with no administrative, processing or cancellation fee. We do not deduct Mollie transaction charges from your refund. A request acknowledgment does not mean a refund has already been made.

A program that has started

For a multi-session service that has started, we stop future payment requests and refund the remaining paid amount for undelivered parts, without a flat cancellation or no-show penalty. We assess the delivered part proportionately; statutory withdrawal has the more favorable protection below. We review what has actually been paid and delivered before confirming the amount.

If we cancel the activity

If we cancel a whole event or program, we refund the amounts paid for the undelivered booking, including the remaining paid portion of a partly delivered program. We may offer another date or credit, but you do not have to accept it. Staff verify payments and arrange the return; a cancellation notice is not proof that money has already moved.

Specific dated leisure bookings

A statutory cooling-off exception can apply to a qualifying leisure service for a specified date or period. We must state that classification and the applicable terms on the specific offer before payment. A date alone does not exempt every course or activity. The voluntary cancellation terms shown with the offer still apply.

Donations and future requests

A donation is a gift, not automatically a service purchase. Contact staff about a mistaken gift; we review the circumstances. You can stop future recurring payment requests. Stopping those requests does not automatically refund past gifts. The current giving flow uses fresh invoices or payment links, not automatic debits; older provider plans may have different arrangements and need individual review.

How and when we repay

We arrange repayment without undue delay and target repayment within 14 calendar days of receiving the cancellation or withdrawal notice. For a valid statutory withdrawal the legal repayment period starts with your original notice, not our approval or Mollie processing date. We use the original payment method; another method requires your express agreement and causes you no additional costs. We do not force you to accept credit or a voucher.

Starting early and statutory withdrawal

We do not treat payment, a booking, a ticket scan or attendance as express consent to lose the statutory withdrawal right. We collect no early-start waiver in this checkout. Where you have a valid statutory withdrawal right, Sanabil returns the remaining amount paid for the withdrawn contract without early-service or processing-fee deductions. This is our consumer-favorable policy; it does not claim that every statutory exception is inapplicable. You do not need an account, a reason or our approval to exercise a valid withdrawal.

Questions or a disagreement

Contact us using the contact details on this website. We confirm receipt and aim to give a substantive response within 14 days; if more investigation is needed, we explain when you can expect a response. A complaint does not postpone an applicable refund deadline. Your access to the courts and mandatory consumer protection remains unaffected. The terms agreed for an earlier booking and any more favorable rights remain applicable.

Your legal rights

Statutory consumer rights always prevail over these voluntary terms. You may use the withdrawal form or contact us with a clear request; staff handle cancellation and repayment. An acknowledgment receipt confirms receipt of your request, not a completed refund or admission.