Cancellations, No-Shows and Refunds

1. Who sets the rules?

Providers set the cancellation and refund policy.
Providers are Studio Owners and Facilitators. ENSŌ is a platform and is not the provider of the session, event, or room rental.

2. Where do I see the cancellation policy?

Before you confirm a booking or rental, ENSŌ shows:

• date, time and location
• total price and any ENSŌ fees
• the Provider’s cancellation and refund rules

If you do not agree with the rules shown, do not complete the booking.

3. Cancelling a booking

Cancellation options depend on the Provider’s policy. Common outcomes include:

• free cancellation up to a certain deadline
• partial refund when cancelling close to the start time
• no refund for late cancellations

4. No-shows

If you do not attend without timely cancellation, this is a no-show. A no-show may result in:

• loss of the paid amount (as set by the Provider)
• restrictions on your ENSŌ account if repeated no-shows occur

5. Refunds

Refunds and rescheduling are handled by the relevant Provider in line with their policy.

If your booking was paid online, refunds are processed through the payment provider and may take several business days to appear, depending on your bank or card issuer.

6. Provider cancellation

If a Provider cancels or cannot honour a booking, the remedy is determined by:

• the Provider’s policy, and
• applicable consumer law

This usually means a reschedule option or a refund, depending on the circumstances.

7. Disputes and chargebacks

If you start a payment dispute or chargeback with your bank or card issuer, the payment provider’s dispute process applies. ENSŌ may share booking and communication records with the payment provider and the Provider where necessary to handle the dispute.

8. Need help?

For technical issues (for example access, confirmation emails, or platform errors), contact ENSŌ at: info@ensobooking.com
For service-related questions (for example class content, room access, or Provider policy), contact the Provider directly.

ENSŌ (Enso B.V.)
Ceintuurbaan 243, 1074 CX Amsterdam, The Netherlands
KvK: 80768830
VAT: NL861793365B01