Terms and Conditions

Article 1

About Back to Balance and these terms

Back to Balance is represented by Marja Hillebrand and is registered with the Dutch Chamber of Commerce (Kamer van Koophandel) under number 80606717. The address is Koningin Julianastraat 7, 6668 AG Randwijk. You can get in touch via info@backtobalance.nl.

These terms apply to body scans, supporting treatments, the Food Freedom Challenge, the WILDERBODY® Experience, VIP Transformation and memberships. By ‘you’ we mean the client or participant. We record individual agreements in writing. Statutory rights that cannot be excluded always continue to apply.

Article 2

Offer and agreement

Before you book or take part, you receive information about the content, duration, price, guidance and any special conditions. These general terms are made available before the agreement is concluded, so that you can read and keep them.

Your appointment or participation is confirmed in writing, for example by email or through the booking system. The confirmation states the agreed service, price and relevant dates. We only add extra appointments, treatments or costs after consultation and with your agreement. An individual written agreement takes precedence over these terms where they differ, to the extent permitted by law.

Article 3

Guidance and your own participation

Back to Balance offers coaching around nutrition and lifestyle, body scans and supporting treatments. These are supplementary to regular healthcare and do not replace medical examination or treatment by a doctor. We do not make diagnoses, do not prescribe medication and do not promise a cure or a specific health outcome. Discuss questions about medication and any changes to it with your treating physician.

I provide the agreed guidance carefully and within my expertise. You bring your own experiences and questions and make room for the appointments and exercises. We discuss what is achievable and what needs adjusting. Experiences and results differ from person to person. The additional guarantees and compensation arrangements are set out in articles 11 through 14.

Article 4

Information in advance and suitability

Tell us before the appointment about any health conditions and medication that may be relevant to the scan or treatment. Also report relevant changes during the programme.

The body scan and treatment offered are not suitable if you have a pacemaker. Report the use of blood thinners in advance, so that we can assess what adjustments are needed and whether the treatment is appropriate.

Before treatments start you receive a separate treatment agreement with a medical disclaimer. You get the opportunity to ask questions and sign it before the treatment. These documents do not limit your statutory rights.

Article 5

Body scan and assessment

The body scan with intake is free of charge. It includes a written summary and personal feedback. You are not obliged to follow up with treatments afterwards.

Assessment of the scan report with Evert Nel of Noordeinde Clinic in The Hague is a fixed part of my current working method. He receives only the scan report, including the personal data and measurement data it contains. I do not send the intake form or my summary along with it.

I combine his findings with my own assessment and your intake and provide the feedback. If you do not want the report shared with him, I cannot offer the scan within this working method. We discuss this in advance. The privacy statement describes the data processing. These terms do not by themselves constitute consent for the processing of health data.

Article 6

Prices and payment

The agreed price is stated in the booking or participation confirmation. Consumer prices include VAT, where applicable. A price change does not retroactively change the price of a package already agreed.

The body scan with intake and feedback is free of charge. A single treatment with foot bath costs €125 including VAT. The programme of ten treatments with foot bath costs €999 including VAT.

If you pay in advance, you receive an invoice with a payment term of fourteen days from the invoice date. For a membership or payment in instalments we agree the amounts and payment dates in writing beforehand. For automatic direct debit you give a separate authorisation (mandate). The number of instalments and the direct-debit dates can vary per package or programme.

Withdrawing a direct-debit authorisation or reversing a payment does not automatically end the agreement. A justly owed amount remains payable.

Article 7

Cancelling or rescheduling treatments

You can cancel or reschedule a treatment free of charge up to 24 hours before the scheduled start. This can be done via the cancellation or rescheduling link in Calendly, or in writing by email or WhatsApp.

If you cancel or reschedule within 24 hours before the appointment, or if you do not show up, we will charge the full amount of the reserved treatment. In the programme of ten treatments, the appointment counts as one treatment used; no additional invoice follows for it.

This charge applies only to the extent that it is legally permitted and reasonable. In assessing it we take into account costs saved and any replacement bookings. We do not charge the same appointment twice. In special circumstances we discuss whether an exception is appropriate. This article does not introduce cancellation costs for a free body scan or introductory meeting.

Article 8

Stopping the treatment programme early

You can end the programme. Preferably let us know by email or WhatsApp, so that the end date is clear. A closing conversation is welcome, but is not a condition for ending it.

Ending early together

If we decide together to finish early, for example because you are experiencing sufficient improvement, the treatments followed keep the package rate of €99.90 per treatment. We refund the prepaid, unused part, after settling any justly owed cancellation costs.

Stopping on your initiative

If you choose on your own to end early without a joint agreement, in order to finish while keeping the package discount, we recalculate the treatments followed at the single-session rate of €125 per treatment. The total for the package never exceeds the agreed €999. We include any justly owed cancellation costs once in the settlement and within this maximum.

This recalculation applies only to the extent that it results in a legally permitted, reasonable charge in your circumstances. If a lower charge is legally due, we apply that instead. No separate penalty follows for stopping.

Stopping on my initiative

If I end the programme, we settle the treatments actually followed at the package rate of €99.90 and refund the prepaid, undelivered part. We settle any justly owed cancellation costs once. Future instalments for treatments not delivered lapse. This arrangement does not limit any other statutory rights you may have.

Settlement and special circumstances

You receive an itemised final statement. A balance to be refunded to you is paid back within fourteen days of it being established; a balance still owed by you has a payment term of fourteen days. Where the law prescribes an earlier repayment, we follow that term.

In case of illness or other special circumstances we can agree a pause, an adjusted schedule, or a settlement more favourable to you. We confirm that in writing.

Article 9

Cancelling and stopping with WILDFIT® and VIP Transformation

If you cancel before the agreed start date, you receive the paid programme amount back and any outstanding payment obligations for the cancelled programme lapse. We refund within fourteen days of cancellation.

You can also stop during the programme. Not completing it may mean you cannot rely on the additional guarantee or compensation arrangement. This is separate from statutory rights and the final settlement.

In case of early termination we draw up an itemised settlement based on the guidance, treatments and other services delivered. Demonstrable programme costs that could not reasonably be avoided any longer may also be counted, to the extent legally permitted. We deduct costs we save and any income from replacement participation. The charge is reasonable, never exceeds the agreed total amount, and does not automatically entitle us to all remaining instalments.

For VIP we assess the parts of the combined programme actually delivered, without charging the same service twice. On request we explain the calculation and the underlying costs. We refund a prepaid surplus within fourteen days of the final settlement being established. Any remaining balance is payable within fourteen days. Shorter statutory repayment terms continue to apply.

We do not charge separately for a missed coaching session. Missing one may affect the participation conditions of an additional arrangement. If you stop, course material remains accessible for the agreed access period; in the event of withdrawal or dissolution, that access may end in accordance with the applicable rules.

Article 10

Programme duration and access

The participation confirmation states the content and the exact start and end date.

The Food Freedom Challenge lasts three weeks, including one preparation week. Access to the accompanying online lessons is for life.

The WILDERBODY® Experience lasts fifteen weeks, including preparation and Food Freedom. After it ends, access to the WILDERBODY® lessons remains available for a further three months. Lifetime access to the Food Freedom lessons is retained.

VIP Transformation lasts six months; the full fifteen-week WILDFIT® programme falls within that period. The participation confirmation states access to the course material within VIP.

The WhatsApp group for the group programme stays open after completion for sharing experiences. My active coaching in that group ends when the programme is completed.

Article 11

Zorgeloos Back to Balance guarantee for ten treatments

At the start we discuss what you are experiencing and what you would like to change. During the programme we regularly check in on your experiences. After ten treatments we look back together and also discuss the follow-up scan.

Have you followed all ten treatments, do you experience no improvement, and does the comparison with the initial scan also show no change? Then you receive the amount paid for the treatment programme back.

Is the picture mixed, for example because the scan outcomes have changed but you do not experience improvement? Then we discuss what a suitable solution could be. Think of a partial refund or additional treatments at no extra cost. Additional treatments only take place if you want them and we consider them appropriate.

Your own experience remains important. A change in measured values does not automatically mean your complaints have improved. Conversely, you may experience improvement that is not yet reflected in your measured values.

This guarantee is not a promise of a cure or a specific health outcome. It is supplementary to your statutory rights and does not limit them.

Article 12

Additional WILDFIT® guarantee

The following participation conditions apply to the additional guarantee for the full WILDERBODY® Experience:

• You complete the full fifteen-week programme and watch all video lessons.
• You attend at least 75% of the live coaching sessions offered.
• You do a check-in at least once a week.
• You take part actively at least once a week in the agreed group community.
• You try the tools and exercises provided and discuss what you encounter with them.
• If you invoke the guarantee, you take part in an evaluation conversation.

During the evaluation we discuss your starting situation, your participation, your experiences and the changes you have or have not noticed. Not achieving one exact goal, such as losing a specific number of kilos, does not automatically mean the programme did not work. You do not have to endorse a result you do not experience.

If you meet these conditions and the joint evaluation shows the programme did not work for you and nothing meaningfully changed in your relationship with food, you receive 100% of the amount paid for the programme back. Any remaining instalments for that programme lapse.

This additional guarantee does not automatically apply to the standalone Food Freedom Challenge. For VIP, article 13 applies. Statutory rights continue to exist even if you do not meet the participation conditions of this guarantee.

Article 13

Evaluation and compensation for VIP Transformation

VIP Transformation requires commitment from both of us. I provide the agreed guidance, treatments and scans. You make room for the lessons, coaching, check-ins and applying the exercises.

The following conditions apply to this additional arrangement:

• You go through the full six-month programme and all video lessons of the WILDFIT® component.
• You take part in at least 75% of the agreed individual coaching conversations.
• You do the agreed written check-in every week.
• You try the exercises and steps provided and discuss what you encounter with them.
• You follow the ten treatments and take part in the three body scans.

Appointments that I cancel do not count as a missed appointment on your part. In case of illness or special circumstances we discuss suitable adjustments and record them in writing.

At the end we evaluate together your experiences, the goals discussed in advance, and the measurement outcomes. Not achieving one specific goal does not automatically mean the programme had no value. Likewise, a change in measured values does not automatically count as an improvement in your complaints or wellbeing.

Have you met the conditions, and does it turn out after six months that you experience no improvement and the scans also show no change? Then during the evaluation conversation we discuss a suitable form of compensation, which may include a full or partial refund. We record the outcome in writing.

This arrangement does not promise a fixed refund amount. The separate guarantees of articles 11 and 12 are not automatically applied to the full VIP amount. This arrangement contains no promise of a cure or a specific result and does not limit your statutory rights.

Article 14

Invoking the additional arrangements

Report a claim on an additional guarantee or compensation arrangement no later than seven calendar days after the agreed end date of the programme, by email. Reporting earlier is also fine.

For the programme of ten treatments, this term starts after the tenth treatment. If the agreed final scan or feedback is not yet available at that point, the term starts as soon as you have received it. For VIP too, the term does not start before receipt of the agreed final scan and feedback.

A brief notification is enough. We then schedule the evaluation conversation; it does not have to take place within these seven days. We look at your experiences and the situation at completion.

Were you reasonably unable to respond in time due to special circumstances? Then we take that into account when assessing a later notification. This term applies only to our additional arrangements. Statutory rights and complaints about agreements not honoured remain separate from it.

We carry out an established refund within fourteen days. In case of a difference of opinion we discuss the reason for it, and you can use the complaints procedure. An evaluation conversation does not oblige you to agree with our assessment.

Article 15

Absence on my part

In case of temporary unavailability we reschedule the appointment at no extra cost. Where necessary we adjust the programme duration in consultation. Parts missed due to my absence do not count against your participation conditions.

If I am permanently unable to continue a programme, we refund the prepaid, not-yet-delivered part. Related future instalments lapse. I only bring in a replacement with your consent. These arrangements do not limit any other statutory rights you may have.

Article 16

Memberships

Monthly membership

You can cancel your membership at any time with one month's notice. This period starts on the day we receive your cancellation.

Annual membership

An annual membership is taken out for twelve months and paid in advance. Before it ends you receive a message about renewal. You can indicate in advance that you want to end the membership at the end of the agreed annual period.

If you do not cancel, the membership then continues for an indefinite period. From that point you can cancel at any time with one month's notice. We only agree a new fixed annual period if you explicitly choose to do so.

Cancelling can be done by email. You receive a confirmation with the end date. We refund prepaid amounts for the period after the end date on a pro-rata basis, within fourteen days of the end date. The content, price and start date of the membership are stated in the confirmation.

Article 17

Statutory cooling-off period

Where the statutory right of withdrawal applies, you can withdraw from a distance agreement within fourteen days of concluding it, without giving a reason. Before the agreement is concluded, you receive information about the applicable cooling-off period and the model withdrawal form. You may also use another clear statement, for example by email to info@backtobalance.nl. The date you send your timely statement is decisive.

If you want a service to start during the cooling-off period, we ask for your separate, explicit request to do so. We inform you in advance about any proportional charge for services already delivered in the event of withdrawal, and confirm those agreements in a way you can keep. Without the legally required information and the request, we do not charge that fee.

If a service is fully performed, the right of withdrawal only lapses if the statutory conditions have been met, including your prior explicit consent and your acknowledgement that you lose that right after full performance. For digital content, separate requirements apply for your prior consent, acknowledgement and confirmation of these. Simply agreeing to these general terms is not sufficient.

In case of valid withdrawal we refund amounts owed no later than fourteen days after the notification, in principle using the same means of payment and without refund costs. Our broader arrangement regarding cancelling before the start continues to apply.

Article 18

Privacy and group confidentiality

We treat personal information confidentially. The privacy statement describes which personal data we use, why, with whom we share it, and what rights you have.

In group coaching and communities we ask participants to handle each other's stories with care. Do not share personal messages, images or recordings of others without their permission. Active participation does not mean you have to make your personal health information public.

Article 19

Complaints

If you are dissatisfied, let us know via info@backtobalance.nl. Describe what is going on and what solution you are looking for, so that we can discuss it carefully.

Where applicable to your service, you can use the independent complaints and disputes scheme that Back to Balance is affiliated with. You can request the current contact details directly from Back to Balance. Using it is not made conditional on agreeing with my assessment of your complaint.

The seven-day term for additional arrangements does not limit your ability to file other complaints or exercise statutory rights. Access to the competent court remains available.

Article 20

Applicable law and liability

Dutch law applies to the agreement, subject to applicable mandatory consumer protection. A disclaimer or additional guarantee does not exclude statutory liability. If a provision proves invalid, the remaining provisions continue to apply to the extent legally possible.

Appendix

Model withdrawal form

Only use this form if you want to withdraw from an agreement for which the statutory right of withdrawal applies. Using it is not mandatory; another clear statement is also sufficient.

To: Back to Balance, Koningin Julianastraat 7, 6668 AG Randwijk, info@backtobalance.nl.

I hereby inform you that I am withdrawing from our agreement regarding the following service or digital content:

• Description:
• Date the agreement was concluded:
• Name:
• Address:
• Date:
• Signature (only if submitting this form on paper):