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 May 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:
- Vitality Starter Kit — a one-time purchase including a physical IC Card and stainless steel water bottle, collected in person from your gym's information desk, with 5 litres of hydrogen water credit preloaded upon activation.
- Top-Up Credit — additional prepaid credit purchased through the Website and loaded directly onto your existing Vitality Card.
- Replacement Water Bottles — stainless steel water bottles available for purchase should a replacement be required.
- Replacement Vitality Cards — replacement Cards available should your original Card be lost, stolen, or damaged.
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 Vitality Starter Kit
The Starter Kit contains three distinct components, each of which is treated separately for the purposes of withdrawal:
IC Card and preloaded credit: You may withdraw from the Starter Kit purchase within 14 calendar days, provided credit from the IC Card has not been drawn down . Once the IC Card has been used, the right of withdrawal is lost in respect of the prepaid credit, as the service has commenced at your express request.
Stainless steel water bottle: The bottle is a physical product and is subject to 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, which excludes goods that are unsealed after delivery and are unsuitable for return due to health protection or hygiene reasons.
To exercise your right of withdrawal on eligible items:
- 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 unactivated IC Card and/or unused bottle to the gym information office from which they were collected.
Upon receipt and verification of the returned items, we will issue a refund to your original payment method within 10–14 business days. The refund amount will reflect only the eligible items returned.
3.2 Top-Up Credit
By completing a Top-Up Credit purchase, you expressly consent to the immediate loading of credit onto your IC Card and acknowledge that the right of withdrawal is lost at the point of purchase, as the digital service is fully performed immediately upon your request.
This is in accordance with Article 16(m) of the EU Consumer Rights Directive, which provides that the right of withdrawal does not apply to digital content where performance has begun with the consumer's prior express consent.
4. Approved Refund Circumstances
Outside of the statutory right of withdrawal set out in Section 3, refunds will only be considered in the following circumstances:
4.1 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.
4.2 Non-Collection of Starter Pack
If your Starter Pack purchase has been confirmed and payment taken, but the Card 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, either arrange for the Card to be made available or issue a full refund within 10–14 business days.
4.3 Technical Failure
If a verified technical fault on our part results in Top-Up Credit not being applied to your Card despite a successful payment, please contact us with your order confirmation and Card details. We will rectify the issue by applying the correct credit, or issue a refund if the issue cannot be resolved within a reasonable timeframe.
5. Circumstances Where Refunds Will Not Be Issued
Refunds will not be granted in the following circumstances:
- Used stainless steel bottle — the water bottle included in the Starter Kit cannot be returned or refunded once it has been used, filled, or shows any signs of use, for hygiene reasons;
- Change of mind after drawn down of the IC Card credit or application of Top-Up Credit;
- Unused card balance — credits do not expire and will remain available on your Card indefinitely, so unused balance is not grounds for a refund;
- Failure to use the service — we are not responsible for credits that are purchased but not used;
- Loss of IC Card — a lost Card is not eligible for a refund; your remaining balance will be transferred to a new Card in accordance with our Terms & Conditions;
- 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.
6. 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.
7. 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.
8. 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.
9. 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.