Right of Withdrawal

1. Introduction

This Right of Withdrawal policy explains your rights as a consumer when purchasing vouchers through Vouch ApS ("Vouch," "we," "our," or "us"). This policy is in accordance with the EU Consumer Rights Directive and Danish consumer protection laws.

As a consumer, you have the right to withdraw from your purchase within a specified period without giving any reason. However, certain exceptions apply to voucher purchases, which are explained in detail below.

2. Your Right of Withdrawal

In accordance with EU consumer protection laws, you have the right to withdraw from your contract within 14 days without giving any reason.

The withdrawal period begins on the day after you receive confirmation of your voucher purchase (the day you receive your order confirmation email).

To exercise your right of withdrawal, you must inform us of your decision by a clear statement. You can use any of the contact methods provided in Section 8 below.

3. When the Right of Withdrawal Does NOT Apply

While you generally have the right to withdraw from purchases made online, there are important exceptions that apply to voucher purchases:

3.1 Voucher Has Been Redeemed

If you have already used your voucher code to book or redeem the experience, the right of withdrawal no longer applies. Once the service has been fully performed or commenced with your prior express consent, the purchase is final.

3.2 Booking Has Been Made

If you have contacted the vendor and scheduled or confirmed a booking for the experience, the right of withdrawal may no longer apply. This is because you have agreed to the commencement of the service.

3.3 Time-Sensitive Experiences

For vouchers related to specific dates or events (such as concerts, workshops, or time-limited experiences), the right of withdrawal does not apply if the performance is scheduled for a specific date and you have expressly agreed to this when purchasing.

3.4 Digital Content

If your voucher includes digital content that has been delivered electronically and you have consented to immediate access, you may not have the right to withdraw once the digital content has been accessed.

4. How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision by a clear statement before the 14-day withdrawal period has expired.

4.1 Withdrawal Methods

You can notify us of your withdrawal in the following ways:

• Email: Send an email to support@vouch.dk with the subject "Withdrawal Request"
• Written Notice: Send a letter to Vouch ApS, Copenhagen, Denmark
• Online: Contact us through your account dashboard

4.2 Information to Include

When notifying us of your withdrawal, please include:

• Your name and email address
• Your order number
• Date of purchase
• Details of the voucher(s) you wish to return
• Confirmation that the voucher has not been redeemed or used

4.3 Withdrawal Form (Optional)

You may use the model withdrawal form below, but it is not obligatory. You can also make a clear statement in your own words.

5. Effects of Withdrawal

5.1 Refund Timeline

If you withdraw from your purchase, we will reimburse all payments received from you, including any delivery costs (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We will process your refund without undue delay and in any event within 14 days from the day we receive your withdrawal notification.

5.2 Refund Method

We will refund you using the same payment method you used for the original transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the refund.

5.3 Voucher Cancellation

Once your withdrawal is processed, your voucher code will be deactivated and can no longer be used. You must not attempt to use the voucher after requesting a withdrawal.

6. Special Circumstances

6.1 Vendor Cancellations

If a vendor cancels their campaign or is unable to fulfill your voucher for any reason, you will automatically receive a full refund regardless of whether the 14-day withdrawal period has passed. You do not need to submit a withdrawal request in this case.

6.2 Technical Issues

If you experience technical difficulties with your voucher code or are unable to redeem it due to system errors, please contact our customer support immediately. We will investigate the issue and provide an appropriate solution, which may include a refund even after the withdrawal period has expired.

6.3 Defective or Incorrect Products

If you receive an incorrect voucher or if there is an error in the voucher details (such as wrong experience, wrong value, or wrong redemption instructions), please contact us immediately. We will correct the error or provide a full refund.

6.4 Fraudulent or Unauthorized Purchases

If you believe your payment method was used without your authorization, please contact us and your payment provider immediately. We will investigate and process refunds for verified unauthorized transactions.

7. Additional Information

7.1 Difference Between Withdrawal and Complaints

The right of withdrawal is different from making a complaint about a faulty product or poor service:

• Right of Withdrawal: You can cancel your purchase within 14 days for any reason (subject to exceptions)
• Complaints: If the experience does not match the description or is unsatisfactory, you may have additional rights under consumer protection laws even after the withdrawal period

7.2 Complaints About Vendor Services

If you have a complaint about the quality or delivery of the experience provided by a vendor (after redeeming your voucher), please contact us at support@vouch.dk. While the vendor is responsible for delivering the service, we will work to help resolve disputes between customers and vendors.

7.3 Dispute Resolution

If you are not satisfied with how we handle your withdrawal or refund request, you have the right to:

• File a complaint with the Danish Consumer Complaints Board (Forbrugerklagenævnet): www.forbrug.dk
• Use the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr
• Seek advice from your local consumer protection authority

7.4 Legal Basis

This right of withdrawal policy is based on:

• EU Consumer Rights Directive 2011/83/EU
• Danish Consumer Contracts Act (Forbrugeraftaleloven)
• Danish Sale of Goods Act (Købeloven)

8. Contact Information

For questions about your right of withdrawal or to submit a withdrawal request, please contact us:

We aim to respond to all withdrawal requests within 24 hours during business days.

9. Summary of Key Points