These terms explain how you can withdraw from a purchase, cancel or change a booking, and end or change a subscription. They form part of the general terms of sale of Neo Medical Systems S.A., which operates the Zenness centre and app ("Zenness", "we", "us"). For any request, write to info@neoms.com.
Your right of withdrawal
Under Book VI of the Belgian Code of Economic Law, you have 14 calendar days from the date of purchase to withdraw, without giving any reason.
At checkout, you expressly asked for the service to start immediately, before the end of the withdrawal period. If you withdraw, you therefore pay an amount proportionate to the service already provided. We only deduct the minutes of sessions you actually carried out and that were validated by QR code at the centre entrance. Bookings you did not attend and missed sessions are never deducted.
Withdrawing from a subscription
Cancel your subscription in the app within the 14 days. It ends immediately and your refund is made automatically and at once to your payment method.
Refund = amount paid − (minutes used × monthly price ÷ monthly minutes). The refund is never less than zero.
Example: you subscribe to a plan at €100 for 100 minutes and use 50 minutes. We refund €50.
Withdrawing from a pack
Write to info@neoms.com, or send us the model form below, within the 14 days. We deduct the minutes used multiplied by the price per minute of the pack.
Withdrawing from a gift card
As the buyer, you may withdraw by email to info@neoms.com within the 14 days. If the code has not yet been activated, you are refunded in full. If it has been activated, the minutes used are deducted.
When you are refunded
We refund you within 14 days of your withdrawal at the latest, to the payment method you used, at no cost to you.
Changing or cancelling a booking
You can change or cancel a booking free of charge in the app until two hours before it starts. The reserved minutes return to your balance. After that, the booking can no longer be changed or cancelled in the app.
If notifications are enabled, we remind you about two hours before your booking.
Missed sessions
Each booking has its own QR code, valid from 30 minutes before the start until 30 minutes after the end. If your booking has not been validated at reception by 30 minutes after its end, it is recorded as missed and its minutes are debited. Staff may, exceptionally, return them.
If the centre cancels
If we cancel a session, for example because of a breakdown or a closure, your minutes are returned in full.
Subscription commitment
Every subscription carries a firm commitment of six months from the date you subscribe. During that period you cannot cancel for convenience: the cancel button is locked, and the app shows the date from which it becomes available. The only exceptions are withdrawal within the first 14 days and the medical cases described below.
Cancelling after the commitment
After the six months, your subscription continues from month to month. You can cancel it in the app at any time, with no notice. Your plan ends at the close of the month already paid, which is not refunded, and nothing further is charged. You can use its minutes until that date, which the app shows you.
Changing plan
You can move to a higher or lower plan in the app. The price difference for the current month is prorated. A new six-month commitment starts on the date of the change, and the app shows you its end date before you confirm.
Medical cases
Write to info@neoms.com with a medical certificate:
- if a permanent medical incapacity arises after you subscribed and makes it permanently impossible to use the equipment, your subscription ends early without fees, as soon as we receive the certificate;
- if you are temporarily unable to attend for a medically justified reason (for example an injury or pregnancy), your subscription can be suspended free of charge for up to three months, and your commitment is extended by the same length of time.
Payment failure
If a monthly payment fails, your subscription goes into payment default, you receive a notification and Stripe retries the payment automatically. Your subscription minutes are not credited until payment succeeds. If payment still fails, we may end your subscription. Amounts due for the commitment period remain payable.
Deleting your account
You cannot delete your account while a subscription is active, being cancelled or in payment default. The subscription must have ended first.
Packs and gift cards
Minutes from packs and gift cards never expire. Minutes offered by the centre as a goodwill gesture or compensation may carry an expiry date, which is shown in the app.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To Neo Medical Systems S.A., 2 rue Jean Engling, L-1466 Luxembourg, info@neoms.com:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
Last updated: 6 October 2026