Purchase policy
Last updated: September 20, 2026
Vineflow sells access to digital learning content and may also offer booking-based tastings or other non-digital services. We want the purchase experience to feel fair. If you are unhappy with a purchase, contact us promptly and we will review it in a customer-friendly way, while keeping protection against account sharing, copying, no-shows, fraud, or other misuse.
This Refund Policy applies to paid digital products, course access, study tools, booking-based tastings, private events, and other services purchased through Vineflow.
This Policy forms part of our Terms of Service. Words used here have the same meaning as in the Terms unless stated otherwise.
Vineflow products are delivered digitally. In most cases, access begins immediately after successful payment and assignment of the product to your account, so you can start using the purchased learning content without waiting for a separate manual approval.
This policy applies to D1 Wine Production, D2 Wine Business, D4 Sparkling Wines and D5 Fortified Wines. Access is purchased separately for each module, either as a one-time 12-month purchase without automatic renewal or as a monthly subscription. The course page and checkout show the price in British pounds sterling (GBP) and the selected plan. Promotional or complimentary access may also be granted.
Because digital content can be used immediately, refund rights may depend on your country of residence, consumer status, whether access has started, and the consent choices made at checkout.
We take a generous and practical approach to refund requests. If you contact us within 7 days of purchase, we will usually offer a refund where the request is made in good faith, even if digital access has already started.
We may still consider refund requests after 7 days, especially where something did not work as expected, access was not provided correctly, or there is another fair reason to review the purchase.
This voluntary policy is additional to your statutory rights. The 7-day window does not shorten a statutory withdrawal period or a deadline for reporting a defective product.
Refunds or partial refunds are especially likely where:
We may decline a voluntary refund for clear account sharing, copying, attempted extraction of content, fraud, or other misuse. This does not remove any statutory remedy or extend a statutory refund deadline.
Vineflow may offer private tastings, guided tastings, booking-based events, or similar non-digital services. These offerings may require planning, venue time, wine purchasing, preparation, and reserved capacity, so their cancellation and refund rules may differ from digital course access.
The booking page, quote, confirmation, invoice, or written agreement may set product-specific terms, including deposit, payment deadline, cancellation window, rescheduling options, transferability, minimum group size, no-show consequences, and what happens if Vineflow must cancel or reschedule.
If no product-specific cancellation terms are shown, contact us as early as possible. We will review the situation fairly, taking into account preparation already completed, costs already incurred, whether the date can be rebooked, and any mandatory consumer rights that apply.
If Vineflow cancels a confirmed In-Person Offering for reasons within our control, we will offer a fair remedy, such as rescheduling, replacement, partial refund, or refund, depending on the circumstances and applicable law.
Any statutory withdrawal or cancellation rights that apply in your country remain available.
Creating an account, paying, or starting to use a course does not by itself waive those rights. Vineflow does not currently collect a separate waiver of withdrawal rights at checkout.
If you believe a mandatory withdrawal or cancellation right applies to your purchase, contact us using the details below and include your account email, order date, product name, and country of residence.
You can also send a written request to Vineflow GmbH, Bälliz 46, 3600 Thun, Switzerland.
If a Digital Product is defective, unavailable, or materially different from what was described at checkout, please contact us. We will review the issue and may offer a fix, replacement access, extension, partial refund, or refund, depending on the situation and applicable law.
Temporary maintenance, brief outages, minor content updates, layout changes, or improvements to individual learning items do not automatically create a refund right, unless mandatory law provides otherwise.
If an In-Person Offering is materially different from what was agreed, unavailable, or cannot reasonably be delivered, contact us and we will review an appropriate remedy.
If you believe you were charged twice, charged the wrong amount, or charged without receiving access, contact us as soon as possible. If our payment provider confirms an error, we will correct it.
Approved refunds are normally returned to the original payment method through Stripe or the relevant payment provider. Stripe may process the refund, transaction identifiers, payment status, billing details, fraud checks, chargeback information, and related payment records under its own terms and privacy notices. If a refund to the original payment method is not technically possible, we may agree another reasonable refund method with you.
Once a refund is approved, we aim to submit it promptly. Payment providers and banks may take additional time to post the money back to your account. As a practical guide, refunds may take up to 10 business days after approval, and sometimes longer depending on your bank, card issuer, country, or payment method.
We do not currently use store credit as the default refund method. If we ever offer store credit, it will be optional unless a specific promotion or product clearly states otherwise and mandatory law allows that approach.
If a purchase is fully refunded, access to the related Digital Product ends when the refund is approved or processed, unless mandatory law requires a different result. If we issue a partial refund, we may agree a fair access adjustment with you depending on the reason for the refund.
Paid access is personal and cannot be transferred to another person or account unless Vineflow agrees in writing. If you purchased access for the wrong account by mistake, contact us and we will try to help.
If an In-Person Offering is refunded or cancelled, the related booking may be cancelled, shortened, or rescheduled depending on what we agree and what the product-specific terms say.
To request a refund review, email vineflow25@gmail.com with:
We aim to review requests fairly and respond within a reasonable time. We may ask for additional information if needed to verify the purchase or understand the issue.
If something looks wrong with a payment, please contact us first so we can investigate and try to resolve it quickly. We prefer direct, good-faith resolution and will usually be able to review a refund or access issue faster than a formal chargeback process.
You may still have chargeback or dispute rights through your bank, card issuer, or payment provider. Nothing in this Policy limits those rights where they apply.
If a chargeback or payment dispute is opened, access to the affected Digital Product may be paused while the dispute is reviewed. We may provide Stripe, your bank, or the relevant payment provider with transaction records, access logs, refund correspondence, and other information reasonably needed to respond to the dispute.
If a dispute is found to be invalid or fraudulent, or if a payment is reversed after substantial use, copying, account sharing, or other misuse, we may suspend access and seek payment of any outstanding amount to the extent permitted by law. We will still try to resolve billing issues proportionately and professionally before taking further action.
Nothing in this Refund Policy limits legal guarantees, cancellation rights, withdrawal rights, chargeback rights, or other consumer protections that apply to you and cannot legally be excluded.