Refund & cancellation policy

14-day right of withdrawal

As a consumer in the EU you have 14 days after purchase to withdraw, without giving a reason. Email info@theprotocol.nl within that window and we refund you in full within 14 days, using the same payment method.

Two exceptions: if you asked us to start immediately and the programme has already begun, we deduct the part already delivered; and test kits that have been unsealed or used cannot be returned for hygiene reasons.

After the 14 days

• 01Programme fees are non-refundable once testing has been ordered or coaching has started.
• 02Missed sessions can be rescheduled once when cancelled at least 24 hours in advance.
• 03If we cancel or cannot deliver your programme, you receive a pro-rata refund of the undelivered part.

How to request

Email info@theprotocol.nl with your order confirmation and the reason. We confirm within 5 working days and process approved refunds within 14 days.