REFUND & CANCELLATION POLICY
Hydrogen Vitality is a trading name of Optimal Engineering Ltd, a company registered in Ireland under Company Number 726499 and VAT Number IE4100597KH with a registered office at Clongall, Edenderry, Co. Meath (referred to in this policy as "we", "us", or "our").
Email: info@hydrogenvitality.ie
Last updated: 16 September 2026
1. Overview
This Refund & Cancellation Policy sets out your rights when purchasing products from Hydrogen Vitality, and the circumstances under which refunds may be issued. This policy is to be read alongside our Terms & Conditions and does not limit any rights you have under Irish or EU consumer law.
2. Our Products
We currently offer the following products:
- Starter Card — a one-time credit purchase (€6.00). IC Cards are issued free of charge from any gym or clinic staff member. The Starter Card purchase loads 5 litres of hydrogen water credit to your Card immediately upon payment.
- Starter Kit — a one-time purchase (€15.00) that loads 5 litres of credit to your Card immediately upon payment, and includes a 1-litre stainless steel water bottle collected from your gym's information office.
- Monthly Subscription Plan — a recurring monthly subscription (€19.00/month) that loads up to 40 litres of credit to your Card at the start of each billing cycle, and includes a stainless steel bottle collected from your gym's information office at the start of the subscription.
- Top-Up Credit — additional prepaid credit purchased through the Website and loaded onto your Card immediately upon payment.
- Replacement Cards — free of charge; ask any gym or clinic staff member. Your balance is transferred upon notification and provision of your new Card number.
- Replacement Water Bottles — stainless steel water bottles available for purchase should a replacement be required.
3. Right of Withdrawal (EU Consumers)
As a consumer purchasing through our Website, you are ordinarily entitled to withdraw from a distance contract within 14 calendar days of purchase under the EU Consumer Rights Directive (2011/83/EU) and the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013.
3.1 Starter Card
The Starter Card purchase loads credit to your Card immediately upon payment. By entering your Card number at checkout and completing your purchase, you expressly consent to the immediate performance of the service. The right of withdrawal is therefore lost at the point of payment, in accordance with Article 16(m) of the EU Consumer Rights Directive.
The IC Card itself is issued free of charge and is not subject to any purchase withdrawal right.
3.2 Starter Kit
The Starter Kit contains two distinct components treated separately for withdrawal purposes:
Credit element: Since credit is loaded to your Card immediately upon payment, the right of withdrawal in respect of the prepaid credit is lost at the point of payment, as the digital service is fully performed at your express request.
Stainless steel water bottle: The bottle retains the standard 14-day right of withdrawal, provided it is returned in its original, unused, and undamaged condition. A bottle that has been used, filled with liquid, or shows any signs of use is considered a hygiene item and cannot be returned or refunded under Article 16(e) of the EU Consumer Rights Directive.
To exercise your right of withdrawal on the bottle:
- Notify us in writing at info@hydrogenvitality.ie within the 14-day period, stating your intention to withdraw and including your order details;
- Return the unused bottle to the gym information office from which it was collected.
Upon receipt and verification, we will issue a refund for the bottle element to your original payment method within 10–14 business days.
3.3 Monthly Subscription Plan
Since credit is loaded to your Card immediately upon payment, the right of withdrawal in respect of the credit element is lost at the point of payment. The stainless steel bottle retains the 14-day right of withdrawal provided it is returned unused and unfilled (see clause 3.2 above for the return process).
For ongoing monthly charges after the initial period, the right of statutory withdrawal does not apply to subsequent recurring payments. Your right to cancel your subscription is governed by Section 4 of this policy.
3.4 Top-Up Credit
By completing a Top-Up Credit purchase and entering your Card number at checkout, you expressly consent to the immediate loading of credit to your Card. The right of withdrawal is lost at the point of payment, in accordance with Article 16(m) of the EU Consumer Rights Directive.
4. Subscription Cancellation
You may cancel your Monthly Subscription Plan at any time. To cancel, please contact us at info@hydrogenvitality.ieor follow the cancellation process in your account settings.
Cancellation takes effect at the end of your current billing cycle. You will retain full access to the Machines and your remaining credit balance for the remainder of the billing period in which you cancel. No further monthly charges will be applied after the current billing cycle ends. No refund is due for any portion of the current billing period already paid.
Upon cancellation, you may keep the IC Card and stainless steel bottle.
5. Approved Refund Circumstances
Outside of the statutory right of withdrawal set out in Section 3 and the subscription cancellation right set out in Section 4, refunds will only be considered in the following circumstances:
5.1 Duplicate or Erroneous Charges
If you have been charged more than once for the same transaction, or charged an incorrect amount, please contact us at info@hydrogenvitality.ie with your order details and proof of payment. Upon verification, we will issue a full refund of the duplicate or excess charge within 10–14 business days.
5.2 Credit Not Applied After Payment
If payment was successfully taken but credit was not loaded to your Card, please contact us at info@hydrogenvitality.iewith your order confirmation and Card number. We will apply the correct credit promptly, or issue a refund if the issue cannot be resolved within a reasonable timeframe.
5.3 Bottle Not Available for Collection
If your Starter Kit or Subscription purchase has been confirmed and payment taken, but the bottle is not available for collection at the designated gym information office, please notify us at info@hydrogenvitality.ie. We will investigate and, where the issue is confirmed, arrange for collection or issue a partial refund for the bottle element within 10–14 business days.
6. Circumstances Where Refunds Will Not Be Issued
Refunds will not be granted in the following circumstances:
- Used stainless steel bottle — the bottle cannot be returned or refunded once used, filled, or showing any signs of use, for hygiene reasons;
- Credit already drawn down — once credit has been used at a Machine, no refund will be issued on that credit;
- Unused card balance — credit does not expire and remains on your Card indefinitely, so an unused balance is not grounds for a refund;
- Unused subscription time — no refund is issued for any portion of a billing period already paid, whether or not the full credit allocation was used;
- Failure to use the service — we are not responsible for credit that is purchased but not used;
- Lost IC Card — the Card is free to replace from any staff member; your remaining balance is transferred upon provision of your new Card number;
- Machine unavailability — temporary Machine downtime is not grounds for a refund of existing Card balance;
- Misuse or breach of Terms — refunds will not be issued where your account has been suspended or terminated due to a breach of our Terms & Conditions.
7. How to Request a Refund
All refund requests must be submitted in writing to info@hydrogenvitality.ie and must include:
- Your full name and the email address associated with your account;
- Your order number or proof of purchase;
- Your IC Card number, where applicable;
- A clear description of the issue and the reason for your request.
We aim to acknowledge all refund requests within 48 hours during business hours (Monday to Saturday, 9:00am – 5:00pm IST). We will notify you of the outcome of your request once reviewed.
Where a refund is approved, it will be issued to the original payment method used at the time of purchase. We are not responsible for any delays caused by your bank or payment provider once a refund has been processed on our end.
8. Chargebacks and Payment Disputes
We encourage all customers to contact us at info@hydrogenvitality.ie before initiating a chargeback or payment dispute with their bank or card provider. Many issues can be resolved quickly and directly, and we are committed to working with you to reach a fair outcome.
Initiating a chargeback without first contacting us may result in the suspension of your account and IC Card pending investigation. Fraudulent or bad-faith chargebacks may result in permanent account termination and, where applicable, referral to the relevant authorities.
9. Your Statutory Rights
Nothing in this Refund & Cancellation Policy affects your statutory rights as a consumer under Irish or EU law. If you are unsatisfied with the outcome of a refund request, you may escalate your complaint by emailing info@hydrogenvitality.ie with the subject line "Formal Complaint".
You may also refer unresolved disputes to the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.
10. Changes to This Policy
We reserve the right to update this Refund & Cancellation Policy at any time. Any changes will be posted on this page with an updated "Last updated" date. Changes will not affect purchases made prior to the update.