Refund & Cancellation Policy

Effective date: July 11, 2026
Last updated: July 11, 2026

1. Purpose of This Policy

This Refund & Cancellation Policy explains the rules applicable to purchases made from POPA MARIA-SUSANA, trading as Keto Reset by Shine™ (“Keto Reset by Shine,” “we,” “us,” or “our”), through ketoshine.com or through another payment link issued directly by us.

This Policy applies to:

• The Keto Reset Guide

• Keto Shine — 14-Day Kickstart

• Keto Super Shine — 30-Day Full Support

• Keto Extra Shine — 60-Day Full Support

• Shine Monthly

• Corporate wellness services

This Policy forms part of our Terms and Conditions.

Nothing in this Policy limits any mandatory consumer right that cannot lawfully be excluded or restricted.

2. Business Information

The business responsible for your purchase is:

POPA MARIA-SUSANA
Trading as Keto Reset by Shine™

Registered office:

Str. Virgil Madgearu, Nr. 25-27
Bl. Corp B, Et. 1, Ap. 215
Sector 1, Bucharest, Romania

Romanian Tax Identification Number — CUI: 54000506
Trade Register Number: F2026008899

Email: shine@ketoshine.com
Phone: +40 724 987 956

3. Important Product Classification

Our products and services are classified as follows.

3.1 Keto Reset Guide

The Keto Reset Guide is digital content supplied electronically as a PDF or through digital account access.

No physical product is shipped.

3.2 Fixed-Term Coaching Programs

The following are fixed-term coaching programs purchased through a single payment:

• Keto Shine — 14-Day Kickstart

• Keto Super Shine — 30-Day Full Support

• Keto Extra Shine — 60-Day Full Support

These programs do not renew automatically unless the product page and checkout clearly state otherwise and you provide separate affirmative consent to recurring billing.

Under the current structure:

• Kickstart does not renew automatically

• Super does not renew automatically

• Extra does not renew automatically

A new payment requires a new purchase or a separate subscription agreement.

3.3 Shine Monthly

Shine Monthly is a recurring membership.

The current subscription fee is USD 97 every 30 days until canceled, unless a different price is clearly displayed and expressly accepted at checkout.

Shine Monthly renews automatically every 30 days until you cancel it.

3.4 Corporate Wellness Services

Corporate wellness services are business-to-business services governed primarily by the applicable proposal, Master Services Agreement, Statement of Work, Order Form, or other written agreement.

Where a corporate agreement contains different cancellation or payment terms, the signed corporate agreement controls.

4. Prices, Currency, Taxes, and Payment Fees

Prices are displayed in United States dollars unless another currency is clearly stated at checkout.

Applicable taxes may be added based on:

• The customer’s billing location

• The type of product or service

• Applicable tax rules

• Information available to the payment processor

Refunds are issued in the currency in which the original payment was processed.

We are not responsible for:

• Exchange-rate differences

• Currency-conversion fees

• International transaction fees

• Bank charges

• Card-issuer fees

• Payment-provider fees charged directly to you

Where legally permitted, transaction or currency-conversion fees retained by a bank or payment provider may not be recoverable from us.

5. How to Request a Refund or Cancellation

To request a refund, withdrawal, or cancellation, email:

shine@ketoshine.com

Use the appropriate subject line:

• Refund Request

• Order Cancellation

• EU Withdrawal Request

• Shine Monthly Cancellation

• Coaching Program Cancellation

• Corporate Cancellation

Include:

• Your full name

• The email address used for the purchase

• Your order number, if available

• The product or program purchased

• The purchase date

• A clear description of your request

• Relevant evidence where the request concerns duplicate billing, technical failure, or failure to deliver

Do not include unnecessary medical information.

Submitting a privacy or health-data deletion request does not automatically cancel a subscription or paid program. Cancellation must also be requested through the method described in this Policy.

6. European Union and European Economic Area Consumers

This section applies to consumers located in the European Union or European Economic Area where mandatory consumer withdrawal rules apply.

A “consumer” is an individual purchasing primarily for personal purposes rather than for business or professional purposes.

6.1 General 14-Day Right of Withdrawal

Subject to the exceptions described below, you may withdraw from an eligible distance contract within 14 calendar days without providing a reason.

For a service contract, the withdrawal period generally begins on the day after the contract is concluded.

For digital content supplied electronically, special rules apply when you request immediate delivery.

To exercise the right of withdrawal, you must send a clear statement before the withdrawal period expires.

You may use the model withdrawal form at the end of this Policy, but its use is not mandatory.

6.2 Immediate Delivery of Digital Content

The Keto Reset Guide is intended to be delivered immediately after payment.

Before immediate delivery, EU and EEA consumers must be presented with a separate, unchecked checkbox containing wording substantially equivalent to:

I expressly request immediate access to the Keto Reset Guide before the end of the 14-day withdrawal period. I understand and acknowledge that once delivery or access begins, I lose my statutory right to withdraw from the digital-content purchase.

If you provide this express consent and acknowledgment and the Guide is delivered or made accessible, the statutory withdrawal right for that digital content ends when delivery or access begins.

Merely accepting the general Terms and Conditions is not sufficient for this purpose.

The immediate-delivery consent must be separate and must not be pre-checked.

We will provide confirmation of your consent and acknowledgment in the order confirmation or another durable electronic format.

6.3 If Valid Immediate-Delivery Consent Was Not Collected

If applicable law requires immediate-delivery consent and we failed to obtain valid express consent and acknowledgment, we will not rely on the digital-content exception to deny a statutory withdrawal right.

Your mandatory legal rights will remain available.

6.4 Early Start of Coaching Services

If you want a coaching program to begin before the 14-day withdrawal period expires, checkout or onboarding must present a separate, unchecked checkbox containing wording substantially equivalent to:

I expressly request that Keto Reset by Shine™ begin providing the coaching service before the end of the 14-day withdrawal period. I understand that if I withdraw after the service has begun, I may be required to pay a proportionate amount for the services already provided. If the service is fully performed during the withdrawal period, I understand that I may lose my right to withdraw after full performance.

If you request an early start and then withdraw before the program has been fully performed, we may deduct a proportionate amount corresponding to the services actually supplied before withdrawal.

The proportionate calculation may take into account:

• Days of support already provided

• Completed check-ins

• Completed Zoom sessions

• Personalized reviews or adjustments already supplied

• Other identifiable deliverables already completed

The calculation will be based on the total contract price and the relative value of the completed services.

We will not deduct an undisclosed or artificial value for a bundled digital product.

Where the Guide has a separate value that may be deducted following delivery, that value must have been disclosed before purchase.

6.5 Full Performance During the Withdrawal Period

Where a service is fully performed during the 14-day withdrawal period, the withdrawal right may end only where:

• You expressly requested early performance;

• You acknowledged that the withdrawal right would be lost following full performance; and

• The service was fully performed.

6.6 Mandatory Rights Remain Applicable

Nothing in this Policy removes rights relating to:

• Digital content that is not supplied as agreed

• Digital content or digital services that lack conformity

• Services that are not performed with reasonable care

• Misleading commercial practices

• Unauthorized billing

• Other mandatory consumer protections

7. Keto Reset Guide

7.1 Delivery

The Keto Reset Guide is normally delivered immediately after successful payment by:

• Download link;

• Confirmation email;

• Wix member access; or

• Another digital-delivery method stated at checkout.

You are responsible for entering a correct email address and maintaining access to your email account.

Please check your spam, junk, promotions, and filtered folders before reporting non-delivery.

7.2 No Change-of-Mind Refund After Delivery

Except where mandatory law provides otherwise, the Keto Reset Guide is non-refundable once:

• The download link has been delivered;

• Access has been granted;

• The file has been downloaded;

• The file has been opened; or

• Digital delivery has otherwise begun with the legally required consent.

This rule applies because digital content cannot practically be returned after access has been provided.

7.3 Refund Before Delivery

If the Guide has not been delivered or made accessible, you may request cancellation and a full refund before delivery begins.

7.4 Duplicate Purchases

If you accidentally purchase the same Guide more than once using the same identity or email address, contact us within 14 calendar days of the duplicate charge.

After verifying the duplicate transaction, we will refund the additional duplicate payment.

7.5 Technical Delivery Problems

If you do not receive access after successful payment, contact us within 14 calendar days.

We will first attempt to:

• Resend the download link;

• Correct the email address;

• Restore member access;

• Supply a replacement file; or

• Provide another reasonable delivery method.

A refund may be issued if:

• Payment was successfully completed;

• We cannot provide access within a reasonable period after receiving notice; and

• The failure was not caused by an incorrect or inaccessible email account that you declined to correct.

7.6 Corrupted or Defective File

If the file is corrupted, incomplete, or cannot reasonably be opened using commonly available PDF software, notify us within 14 calendar days and provide a description or screenshot of the issue.

We will first provide a corrected or replacement copy.

If we cannot correct the problem within a reasonable period, you may be entitled to a refund or another remedy required by law.

7.7 Compatibility

The Guide is supplied in PDF format unless otherwise stated.

You are responsible for having:

• A compatible device;

• Internet access;

• A current PDF reader; and

• Sufficient storage capacity.

A refund is not normally provided solely because a customer’s device is outdated, damaged, unsupported, or unable to open standard PDF files, provided the technical requirements were properly disclosed.

8. Keto Shine — 14-Day Kickstart

8.1 Nature and Duration

Kickstart is a fixed-term coaching program lasting 14 consecutive calendar days.

It is purchased through a single payment and does not renew automatically.

Unless the order confirmation expressly states otherwise, the program includes:

• Access to the Keto Reset Guide;

• 14 calendar days of the described support;

• A structured check-in around Day 3; and

• A structured check-in around Day 10.

The exact communication channels and included deliverables are those displayed on the product page and order confirmation.

8.2 Activation

The support period begins on the activation date confirmed in the welcome or onboarding communication.

The activation date must normally be selected within 90 calendar days after purchase.

Failure to complete onboarding or respond to activation messages does not create an indefinite right to hold the program open.

If you do not activate within 90 days, we may:

• Set a reasonable final activation deadline;

• Offer a one-time extension at our discretion; or

• Treat the program as expired after providing advance written notice.

No expiration rule limits a mandatory statutory right.

8.3 Cancellation Before Support Begins

You may request cancellation before support begins.

Where a valid statutory withdrawal right applies and the request is submitted within the applicable period, the legally required refund will be provided.

Outside mandatory statutory rights, we voluntarily allow cancellation within 14 calendar days after purchase if:

• Support has not begun;

• No personalized review has been completed;

• No check-in has been provided; and

• Any separately delivered digital content is handled according to Section 7.

8.4 Cancellation After Support Begins

Once support begins, change-of-mind refunds are not normally available outside a mandatory withdrawal period.

Where an EU or EEA consumer requested early performance and validly withdraws during the withdrawal period, we may retain the proportionate value of services already provided.

8.5 Unused Check-Ins

Unused check-ins:

• Must be used during the 14-day support period;

• Expire when the support period ends;

• Cannot be transferred to another person;

• Have no cash value; and

• Are not refundable solely because the customer chose not to use them.

9. Keto Super Shine — 30-Day Full Support

9.1 Nature and Duration

Super is a fixed-term coaching program lasting 30 consecutive calendar days.

It is purchased through a single payment and does not renew automatically.

Unless the order confirmation expressly states otherwise, the program includes:

• Access to the Keto Reset Guide;

• 30 calendar days of the described support;

• Four structured check-ins during the support period; and

• The educational adjustments described on the product page.

9.2 Activation

The support period begins on the confirmed activation date.

The program must normally be activated within 90 calendar days after purchase.

The activation and expiration provisions in Section 8.2 also apply to Super.

9.3 Cancellation Before Support Begins

You may request cancellation before support begins.

Statutory withdrawal rights will be honored where applicable.

Outside mandatory statutory rights, we voluntarily allow cancellation within 14 calendar days after purchase where:

• The program has not begun;

• No personalized review or adjustment has been completed;

• No check-in has been provided; and

• Any separately delivered digital content is handled according to Section 7.

9.4 Cancellation After Support Begins

Once support begins, change-of-mind refunds are not normally available outside a mandatory withdrawal period.

Where withdrawal remains legally available, the refund may be reduced by the proportionate value of:

• Days of support already provided;

• Check-ins completed;

• Personalized reviews completed;

• Adjustments supplied; and

• Other deliverables already performed.

9.5 Unused Check-Ins and Support Days

Unused support days or check-ins:

• Expire at the end of the 30-day support period;

• Cannot be converted to cash;

• Cannot be transferred;

• Do not roll over to another program; and

• Do not create a right to a partial refund where the service remained available but was not used.

10. Keto Extra Shine — 60-Day Full Support

10.1 Nature and Duration

Extra is a fixed-term coaching program lasting 60 consecutive calendar days.

It is purchased through a single payment and does not renew automatically.

Unless the order confirmation expressly states otherwise, the program includes:

• Access to the Keto Reset Guide;

• 60 calendar days of the described priority support;

• Up to six individual Zoom sessions;

• Personalized educational strategy;

• Check-ins and accountability during the support period; and

• The other deliverables described on the product page.

10.2 Activation

The support period begins on the confirmed activation date.

The program must normally be activated within 90 calendar days after purchase.

The activation and expiration provisions in Section 8.2 also apply to Extra.

10.3 Cancellation Before Support Begins

You may request cancellation before support begins.

Statutory withdrawal rights will be honored where applicable.

Outside mandatory statutory rights, we voluntarily allow cancellation within 14 calendar days after purchase where:

• Support has not begun;

• No personalized strategy has been prepared;

• No Zoom session has taken place;

• No detailed intake review has been completed; and

• Any separately delivered digital content is handled according to Section 7.

10.4 Cancellation After Support Begins

Once support begins, change-of-mind refunds are not normally available outside a mandatory withdrawal period.

Where withdrawal remains legally available, the refundable amount may be reduced by the proportionate value of:

• Support days already provided;

• Intake review completed;

• Strategy work completed;

• Zoom sessions completed;

• Check-ins or personalized adjustments supplied; and

• Other completed deliverables.

10.5 Unused Zoom Sessions

Zoom sessions must be booked and completed during the 60-day support period.

Unused sessions:

• Expire when the support period ends;

• Do not roll over;

• Cannot be transferred;

• Have no cash value; and

• Are not refundable solely because the customer did not book or attend them.

We may grant a short extension where a session could not be completed because we had no reasonable appointment availability during the support period.

11. Zoom Session Rescheduling and No-Shows

This section applies to any program that includes an individual Zoom session.

11.1 Rescheduling by the Customer

You may reschedule a session by providing at least 24 hours’ notice.

The request must be sent through the booking system or to shine@ketoshine.com.

A session may normally be rescheduled once, subject to availability and the program end date.

11.2 Late Cancellation

A session canceled less than 24 hours before its scheduled start time may be treated as used.

We may permit rescheduling in a documented emergency or exceptional circumstance, but this is assessed individually and does not create a continuing entitlement.

11.3 No-Show

You are considered a no-show if you:

• Do not join the session;

• Are more than 15 minutes late without prior notice; or

• Do not respond through an available communication channel during the waiting period.

A no-show session is treated as used and is not refundable.

11.4 Technical Problems

If a session cannot proceed because of a technical failure within our reasonable control, the session will be rescheduled without charge.

If the problem is caused by your internet connection, device, software, or failure to use the meeting link, we will make reasonable efforts to assist, but the session may be treated as used if it cannot proceed.

11.5 Cancellation by Us

If we must cancel a session, we will offer:

• A replacement appointment; or

• A reasonable extension of the program, if needed.

If we cannot provide a replacement within a reasonable period, we will refund the proportionate value of the undelivered session.

12. Pausing or Extending a Coaching Program

Fixed-term programs are designed to run continuously.

A program is not automatically paused because of:

• Holidays;

• Travel;

• Work commitments;

• Delayed responses;

• Failure to submit check-ins;

• Failure to read messages;

• Voluntary non-participation; or

• A change of mind.

You may request a pause because of a serious medical event, hospitalization, bereavement, or another exceptional circumstance.

Where reasonably possible, we may grant one pause or extension at our discretion.

We may request limited supporting information, but you should not send complete medical records.

A discretionary pause does not create a refund right.

13. Shine Monthly Subscription

13.1 Recurring Charge

Shine Monthly is a recurring subscription charged at USD 97 every 30 days until canceled, unless another amount is clearly disclosed and affirmatively accepted before purchase.

The following information must be displayed clearly near the purchase button and at checkout:

• The recurring amount;

• The billing frequency;

• That the charge continues until canceled;

• How to cancel;

• When the first charge occurs; and

• Whether any trial or promotional period applies.

Recurring-billing consent must be obtained through a separate, unchecked checkbox or an equally clear affirmative action.

13.2 Renewal Date

Your first payment is charged when you subscribe unless a clearly disclosed trial or delayed billing date applies.

Future payments are charged every 30 days based on the initial subscription date.

The exact renewal date is shown in your account, subscription confirmation, or payment receipt.

13.3 How to Cancel Shine Monthly

You may cancel at any time before the next renewal is processed by:

• Using the cancellation option available in your Wix customer account or subscription area; or

• Emailing shine@ketoshine.com with the subject line “Shine Monthly Cancellation.”

Cancellation must be at least as easy as the method used to subscribe.

You are not required to:

• Provide a reason;

• Attend a telephone call;

• Accept another offer;

• Submit medical information; or

• Complete an unnecessary retention process.

To reduce the risk of a payment already being initiated, submit an email cancellation at least 24 hours before the scheduled renewal date.

A cancellation received after a renewal has already been processed applies to future renewals, subject to mandatory refund rights.

13.4 Access After Cancellation

After cancellation, you retain access to the membership until the end of the period already paid for, unless:

• A refund for that period is issued;

• Your account is suspended for fraud, abuse, or serious breach;

• Continuing access would create a security or legal risk; or

• Mandatory law requires another outcome.

Cancellation prevents future renewal charges.

It does not normally end the current paid period immediately.

13.5 Refunds for the Current Membership Period

Except where mandatory law provides otherwise, we do not provide prorated refunds for a partially used 30-day period where:

• The subscription was validly authorized;

• The recurring terms were clearly disclosed;

• The membership remained available; and

• Cancellation occurred after the renewal charge was processed.

A full or partial refund may be issued where:

• You were charged after a timely and properly submitted cancellation;

• The same subscription period was charged more than once;

• The charge was unauthorized;

• We materially failed to provide the membership;

• A mandatory withdrawal right applies; or

• Applicable law requires a refund.

13.6 Failed Payments

If a renewal payment fails, we may:

• Retry the payment;

• Ask you to update the payment method;

• Temporarily suspend membership access; or

• Cancel the subscription.

We will not continue knowingly charging an invalid or canceled payment authorization.

13.7 Price Changes

We may change the subscription price for future billing periods.

We will provide advance notice before the new price takes effect.

A material price increase will not be charged without the notice and consent required by applicable law.

You may cancel before the new price applies.

14. No Weight-Loss or Medical-Results Guarantee

We do not guarantee:

• A specific amount of weight loss;

• A specific rate of weight loss;

• Changes in blood glucose;

• Hormonal changes;

• Menstrual-cycle regularity;

• Improved fertility;

• Resolution of PCOS symptoms;

• Improvement of Hashimoto’s thyroiditis;

• Reversal of insulin resistance;

• Medication reduction;

• Prevention or treatment of disease; or

• Any other medical or physiological outcome.

Individual outcomes depend on factors outside our control.

Dissatisfaction with personal results does not, by itself, create a refund right.

Any testimonial or example is not a promise that you will obtain the same result.

15. Service-Delivery Remedy

Although we do not provide a results guarantee, we are responsible for delivering the core services included in your confirmed order.

You may request a service-delivery review if we materially fail to provide a core paid deliverable.

15.1 Eligible Situations

A service-delivery review may apply where:

• We fail to start the support period on the confirmed date and do not correct the issue within five business days after written notice;

• We fail to provide an included check-in or session and do not reschedule or replace it;

• We suspend service without a contractual or legal reason;

• A material part of the purchased program remains unavailable because of a failure within our control; or

• We otherwise fail to provide a clearly identified core deliverable.

15.2 How to Request a Review

You must email shine@ketoshine.com within 14 calendar days after becoming aware of the alleged delivery failure.

Include:

• Your order information;

• The missing deliverable;

• The relevant date;

• Copies or screenshots of relevant communications; and

• The remedy requested.

15.3 Our Opportunity to Correct the Problem

We will have 10 business days after receiving sufficient information to:

• Provide the missing deliverable;

• Reschedule the service;

• Extend the program;

• Correct account access; or

• Offer another reasonable cure.

15.4 Refund Where the Failure Is Not Corrected

If we cannot correct a verified material failure within the cure period, we will refund the proportionate value of the undelivered part of the service.

A full refund may be issued only where the failure defeats the essential purpose of the entire purchase and the service received has no reasonable independent value.

This service-delivery remedy does not depend on weight loss, adherence, medical outcomes, or subjective assessment of effort.

16. Situations That Normally Do Not Qualify for a Refund

Except where mandatory law provides otherwise, refunds are not provided solely because:

• You changed your mind after digital delivery or service commencement;

• You did not achieve the result you expected;

• You did not follow or use the educational materials;

• You stopped responding;

• You did not submit check-ins;

• You did not book included sessions;

• You missed a session;

• You were unavailable during the support period;

• You chose to follow another program;

• A healthcare provider advised you to stop after you failed to disclose a known relevant condition before purchase;

• You purchased without reviewing the product description;

• You expected medical diagnosis or treatment;

• Your device cannot open a standard PDF;

• You disagree with educational information that was accurately described before purchase;

• You no longer wish to follow a ketogenic eating approach;

• You failed to cancel a subscription before the next valid renewal was processed; or

• You requested deletion of personal data without separately canceling the commercial service.

This section does not limit rights arising from defective content, non-delivery, misleading practices, unauthorized billing, or other mandatory protections.

17. Medical Safety and Program Discontinuation

Our programs are educational and do not replace a licensed physician, registered dietitian, or other qualified healthcare professional.

We may refuse, suspend, or discontinue participation where:

• Continuing could create a material safety risk;

• You disclose a contraindication requiring medical clearance;

• You are pregnant or breastfeeding and do not have appropriate medical clearance;

• You disclose an active eating disorder;

• You use medication that makes unsupervised dietary restriction or fasting unsafe;

• You request medical diagnosis, treatment, or medication adjustment outside our role;

• You experience symptoms requiring medical evaluation;

• You provide materially false safety information; or

• Continuing would violate applicable professional or legal limits.

Where we discontinue a program for a safety reason that was not caused by your failure to disclose known information, we will assess a proportionate refund for the unprovided portion.

Where participation is discontinued because you concealed or materially misrepresented known safety information, a refund may be denied to the extent legally permitted and proportionate to the services already supplied.

Medication must be changed only under the direction of a licensed healthcare provider.

18. Account Suspension and Misconduct

We may suspend or terminate access where a customer:

• Shares, copies, distributes, or resells protected materials;

• Shares login credentials;

• Harasses, threatens, or abuses staff or participants;

• Uses the service unlawfully;

• Attempts fraud or unauthorized payment activity;

• Misuses chargeback procedures;

• Records a private session without consent;

• Violates another person’s privacy;

• Uses the service to obtain unauthorized medical advice; or

• Materially breaches our Terms and Conditions.

Where reasonably possible, we will provide notice and an opportunity to correct the breach.

No refund is normally provided for termination caused by serious misconduct or intentional violation, except where mandatory law requires otherwise.

19. Corporate Wellness Services

Corporate services are governed by the signed Master Services Agreement, Statement of Work, Order Form, or proposal.

Unless the applicable corporate agreement states otherwise, the following default rules apply.

19.1 Deposit and Balance

A 50% deposit is due when the engagement is booked.

The remaining 50% is due no later than 14 calendar days before the scheduled delivery date.

Work does not begin and dates are not secured until the required deposit is received.

19.2 Corporate Cancellation

If the corporate client cancels:

• More than 30 calendar days before delivery, amounts paid will be refunded except for completed work and documented non-recoverable expenses;

• Between 15 and 30 calendar days before delivery, up to 50% of the total contract price may remain payable;

• Fewer than 15 calendar days before delivery, up to 100% of the total contract price may remain payable.

Any retained amount must reasonably reflect:

• Planning already completed;

• Reserved capacity;

• Customized materials;

• Third-party commitments;

• Non-recoverable expenses; and

• The proximity of the cancellation to delivery.

19.3 Corporate Rescheduling

A corporate client may request one rescheduling without an additional rescheduling fee by providing at least 14 calendar days’ notice.

The replacement date is subject to availability and should normally occur within 90 days.

Requests made fewer than 14 calendar days before delivery may result in additional costs.

19.4 Participant Changes

Participant names or eligibility lists may be changed up to five business days before the program begins, subject to:

• The agreed participant limit;

• Data-protection requirements;

• Available capacity; and

• The terms of the Statement of Work.

19.5 Travel and External Expenses

Pre-approved travel, accommodation, venue, printing, platform, or other external expenses are charged separately where applicable.

Non-refundable expenses already incurred are not refunded following client cancellation.

19.6 Force Majeure

Neither party is responsible for delay or failure caused by events beyond reasonable control, including:

• Serious illness;

• Natural disaster;

• Government restrictions;

• War or civil unrest;

• Widespread service outages;

• Transport disruption;

• Venue closure; or

• Similar events.

The parties will first attempt to reschedule or provide the services remotely.

If performance becomes impossible, prepaid amounts for unperformed services will be refunded after deducting documented non-recoverable expenses, unless the signed corporate agreement provides otherwise.

20. Approved Refund Processing

When a refund is approved:

• We will normally initiate it within 10 business days;

• It will be sent to the original payment method;

• We may request verification where fraud or account security is at issue;

• We will send confirmation when the refund has been initiated.

Your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

We do not control the payment provider’s posting time.

A refund cannot normally be redirected to:

• Another card;

• Another bank account;

• Another person;

• A cryptocurrency wallet; or

• A different payment method.

21. Chargebacks and Payment Disputes

Please contact us before initiating a chargeback so that we have a reasonable opportunity to investigate and correct the issue.

Nothing in this Policy prevents you from exercising a valid right to dispute:

• Unauthorized charges;

• Duplicate charges;

• Charges made after timely cancellation;

• Fraudulent transactions; or

• Other charges you are legally entitled to dispute.

Where a chargeback is submitted, we may provide the payment processor or bank with relevant evidence, including:

• Order confirmation;

• Delivery records;

• Download or access records;

• Subscription consent records;

• Cancellation records;

• Communications;

• Session attendance; and

• Applicable policy acceptance.

Submitting a knowingly false or fraudulent chargeback may result in suspension of services and recovery of amounts lawfully owed.

We will not penalize a customer merely for submitting a good-faith payment dispute.

22. Promotional Offers, Discounts, and Gifts

Promotional codes and discounts:

• Apply only during the stated promotional period;

• Cannot normally be applied retroactively;

• Cannot be exchanged for cash;

• Cannot be combined unless expressly permitted; and

• Do not change the refund rules unless the promotion expressly states otherwise.

Where a free digital item is provided as part of a paid purchase, the item has no refundable cash value unless a separate value was clearly disclosed before purchase.

Gift purchases are refundable only to the original purchaser and original payment method, subject to the rules applicable to the purchased product.

23. Changes to This Policy

The version of this Policy accepted at the time of purchase applies to that purchase, except where:

• A change is required by law;

• A change gives the customer greater protection; or

• The parties expressly agree otherwise.

We may update this Policy for future purchases.

The current version will be published with an updated “Last updated” date.

Material changes to recurring-subscription terms will be communicated before they affect a future renewal where required by law.

24. Model EU Withdrawal Form

You may use the following form to exercise an applicable EU or EEA withdrawal right.

Its use is optional.

To:

POPA MARIA-SUSANA
Trading as Keto Reset by Shine™
Str. Virgil Madgearu, Nr. 25-27
Bl. Corp B, Et. 1, Ap. 215
Sector 1, Bucharest, Romania

Email: shine@ketoshine.com

I hereby give notice that I withdraw from my contract for the following digital content or service:

Product or service:

Order number:

Order date:

Customer’s full name:

Customer’s address:

Email address used for the purchase:

Date of withdrawal request:

Signature, only if this form is submitted on paper:

25. Contact Us

Questions about refunds, cancellations, renewals, or withdrawals may be sent to:

POPA MARIA-SUSANA
Trading as Keto Reset by Shine™

Str. Virgil Madgearu, Nr. 25-27
Bl. Corp B, Et. 1, Ap. 215
Sector 1, Bucharest, Romania

CUI: 54000506
Trade Register Number: F2026008899

Email: shine@ketoshine.com
Phone: +40 724 987 956