Refund & cancellation policy

1. Wyla subscriptions

Your Wyla subscription renews automatically at the end of each billing period. You can cancel any time from your account or the Stripe billing portal; cancelling stops future renewals.

After cancelling you keep access until the end of the period you've already paid for — that's enough in most cases, and it involves no refund at all.

After the 14-day withdrawal period (section 2), if you want to stop right now, you can ask for a refund in the app under Account → Billing. The days of the period you've used are spent — the plans, the answers and the guided sessions were already delivered — and the days left are refundable. A refund ends access immediately, not at the end of the period.

A Wyla subscription starts with a 3-day free trial, precisely so you can decide before paying. The trial is given once per account.

2. Right of withdrawal (14 days)

As a consumer, you can withdraw from a contract concluded with us at a distance — on wylo.ro or in the app, paid through Stripe — within 14 days, without giving any reason and at no cost, under Romanian Government Emergency Ordinance no. 34/2014 (which transposes Directive 2011/83/EU). The period runs from the day the contract is concluded: that day itself does not count, and if the last day of the period is a Saturday, a Sunday or a public holiday, the period ends at the end of the next working day.

The online withdrawal function: in the Wylo app, under Account → Membership & billing or Account → Payment history, tap «Withdraw from contract here», check your name, the contract and the email address the acknowledgement goes to, then tap «Confirm withdrawal». The button stays available for each contract for the whole 14 days.

For gift cards bought on wylo.ro, with or without an account, the withdrawal function is the «Withdraw from contract here» link in your purchase confirmation email, and the page wylo.ro/en/gift/withdraw: enter the gift card code, the email address you paid with and your name, then press «Confirm withdrawal». You can withdraw from a gift card purchase as long as its code has not been redeemed.

We email you an acknowledgement of your withdrawal without delay, containing your statement and the date and time we received it. You can also withdraw with any other unequivocal statement sent to the email address in the box above.

Refund: we refund everything you paid under that contract in full, automatically, to the same payment method you used and at no cost to you — straight after you withdraw and in any case no later than 14 days after we receive your withdrawal. Nothing is deducted for days or services already used. Withdrawing ends the contract: access to that plan ends with it, and the subscription does not renew.

Purchases made through the App Store or Google Play are sold by Apple or Google respectively: withdrawal and refunds for them go through that store, under its rules.

The right of withdrawal does not apply to individual (drop-in) sessions booked for a specific date and time — leisure services with a specified period of performance (OUG no. 34/2014, art. 16(l)); the cancellation rules in section 3 apply to them.

3. Studio bookings and drop-ins

A reformer booking can be cancelled or rescheduled free of charge up to the cancellation window shown when you book. Late cancellations and no-shows consume the session.

A drop-in cancelled inside the cancellation window is fully refundable on request — the slot was freed in time and we could offer it to someone else. A session you attended, missed, or cancelled late is not refunded: the reformer was held for you.

Outside the 14-day withdrawal period (section 2), on plans with studio access, a period in which you've taken even one session isn't refunded. Unlike a day of a digital subscription, a place held in a room can't be given back.

4. Gift cards

You can withdraw from a gift card purchase within 14 days of buying it, as long as the code hasn't been redeemed, and the full price is refunded to you automatically (section 2). After it has been redeemed, or after that period, gift cards are not refundable and can't be exchanged for cash; they are transferable, though, and can be used in full for Wylo services.

5. Failed payments

Payments are processed by Stripe. If a payment fails, we may suspend access until it's resolved.

6. How to request a refund

To withdraw within the 14 days you don't need to ask: use the withdrawal function in section 2, and the refund is automatic. Otherwise, the simplest way is in the app: Account → Billing → Request a refund. We show you up front what the policy above comes to, then the request reaches us and we answer by email. You can also write to us directly, using the contact details in the box above, from your account email and with the purchase details.

When a refund is due, we process it to the original payment method within the legally required time.

If you're not satisfied with the outcome, you can also turn to ANPC (anpc.ro) or refer the dispute to its alternative dispute resolution entity (SAL) at reclamatiisal.anpc.ro.