Terms of service
TERMS AND CONDITIONS
Lost Folks ApS
Last updated: July 29, 2026
1. Scope and Definitions
These Terms and Conditions (the “Terms”) apply to purchases made from Lost Folks ApS through lostfolks.com (the “Website”) or by reference to these Terms in an order confirmation, quotation, invoice or other written agreement.
“Lost Folks”, “we”, “us” and “our” refer to Lost Folks ApS.
“Customer”, “you” and “your” refer to the person or business purchasing from Lost Folks.
A “Consumer” is a person acting mainly outside their trade, business or profession.
A “Business Customer” is a person or legal entity acting as part of a trade, business or profession.
A “Retreat” is a dated stay offered by Lost Folks that may include accommodation, meals and activities such as training, running, yoga, sauna, hiking, wilderness spa or other experiences.
A “Commercial Sauna” is a sauna purchased for business, professional, public, rental, club, spa, gym, hospitality or other non-private use.
The relevant product page, quotation, order confirmation and any separately agreed written terms form part of the agreement. If they conflict, individually agreed written terms and the order confirmation take priority over these Terms. Mandatory law always takes priority.
The version of the Terms accepted when the order is placed applies to that purchase. Later changes apply only to future purchases unless otherwise agreed in writing.
2. Company and Contact Information
Lost Folks ApS
CVR: 44743604
Nørre Farimagsgade 52, 2 th
1364 Copenhagen K
Denmark
Email: support@lostfolks.com
Phone: (+45) 30 64 45 99
Please contact us before ordering if any part of the Terms is unclear.
3. Prices
Prices shown to Consumers include VAT where applicable. Prices quoted to Business Customers are exclusive of VAT unless expressly stated otherwise.
Delivery, crane services, installation, travel, customs duties, import VAT, local taxes and other additional costs are included only if expressly stated on the product page, at checkout or in the order confirmation.
Available delivery countries, currencies, delivery charges and any free-shipping thresholds are shown at checkout and may vary by destination and order value.
If a price or product description contains an obvious error that the Customer knew or reasonably should have known was an error, Lost Folks may cancel the affected order and refund any amount paid.
4. Orders and Contract Formation
The Website is normally available 24 hours a day but may be unavailable for maintenance or technical reasons.
You must be at least 18 years old and legally capable of entering into the agreement.
Before completing an online order, you can review and correct the information entered. An order is an offer to purchase. The agreement becomes binding when Lost Folks sends an order or booking confirmation, unless the confirmation states that further written approval is required.
Lost Folks may reject or cancel an order before a binding agreement is formed where payment information is invalid, fraud or unlawful activity is reasonably suspected, the product is unavailable, or the order is affected by an obvious technical, pricing or description error.
Changes to a confirmed order are valid only when accepted in writing by Lost Folks. Changes may affect the price and delivery time.
5. Payment
5.1 Ordinary Products
Card payments for ordinary products are authorised securely and are not charged before the order is dispatched, unless advance payment is permitted by law and has been expressly agreed for a custom-made product.
Apple Pay and Google Pay may be available at checkout. Bank transfer is available only where offered. An order paid by bank transfer will normally be processed after cleared funds are received.
5.2 Retreats
The special booking and payment provisions in Section 9 apply to Retreats.
5.3 Commercial Saunas
The special payment provisions in Section 12 apply to Commercial Saunas.
6. Delivery of Ordinary Products
Products are delivered to the address stated in the order confirmation. Estimated delivery times are not guaranteed unless expressly agreed as fixed.
For Consumers, the risk of loss or damage passes when the Consumer or a third party designated by the Consumer, other than the carrier, receives the product. If the Consumer independently instructs a carrier that was not offered by Lost Folks, risk may pass when the product is handed to that carrier in accordance with applicable law.
For Business Customers, risk passes as stated in the order confirmation or agreed delivery term. If no specific term is agreed, risk passes when the product is delivered at the agreed delivery point.
Please inspect the packaging and product on delivery. Visible transport damage should be photographed and reported to Lost Folks as soon as possible. Refusing a visibly damaged parcel or failing to do so does not remove a Consumer’s mandatory rights.
7. Consumer Withdrawal Rights for Ordinary Products
This Section applies only to Consumers and ordinary distance purchases. It does not apply to Business Customers. Retreats and custom-made saunas are addressed separately below.
A Consumer normally has 14 days to withdraw from a distance purchase without giving a reason. For goods, the period normally runs from the day the Consumer or a designated third party receives the goods.
To exercise the right of withdrawal, the Consumer must send Lost Folks an unambiguous written notice before the deadline. The Consumer must then return the goods without undue delay and no later than 14 days after giving notice.
Returns must be sent to:
Lost Folks ApS
Nørre Farimagsgade 52, 2 th
1364 Copenhagen K
Denmark
The Consumer pays the direct return costs unless otherwise agreed. Lost Folks refunds the purchase price and the cost of the least expensive standard delivery offered, where required by law. Additional delivery costs for a more expensive delivery method are not refunded.
Lost Folks may withhold the refund until the returned goods are received or the Consumer provides evidence that they have been sent back, whichever occurs first. Refunds are made using the original payment method unless otherwise agreed.
The Consumer is responsible only for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
The statutory right of withdrawal does not apply to:
- goods made to the Consumer’s specifications or clearly personalised;
- sealed goods that are unsuitable for return for health protection or hygiene reasons once the seal has been broken; or
- other goods and services excluded by mandatory law.
Whether a sauna is excluded depends on whether it is genuinely manufactured to the Customer’s individual specifications. Use of a product alone does not automatically remove a statutory withdrawal right, but it may result in a deduction for diminished value.
8. Defects and Complaints for Ordinary Products
Consumers have the mandatory rights provided by applicable consumer law, including the Danish two-year statutory complaint period where Danish consumer law applies. A commercial guarantee is additional to and does not replace these rights.
If a product is defective, contact support@lostfolks.com with the order number, a description and relevant photographs. Lost Folks may request that the product is returned or made available for inspection.
Where applicable, Lost Folks may offer repair, replacement, a proportionate price reduction or termination of the purchase in accordance with mandatory law. A Consumer is not required to pursue the manufacturer instead of Lost Folks.
Business Customers must inspect ordinary products promptly and notify Lost Folks in writing of defects without undue delay. Special rules for Commercial Saunas are stated in Section 12.
9. Retreat Terms
9.1 Booking Documents and Status
The Retreat product page, booking confirmation, programme, included services, these Terms and any statutory package-travel information provided before booking form the Retreat agreement.
Where a Retreat qualifies as a package under applicable package-travel law, the Customer has all mandatory rights under that law. Lost Folks will provide any required standard information and information about applicable insolvency protection or an approved exemption before the Customer becomes bound. Nothing in these Terms represents that Lost Folks is registered with the Danish Travel Guarantee Fund unless this has been separately confirmed.
9.2 Booking and No Advance Payment
The booking becomes binding when Lost Folks sends the booking confirmation.
At the time of booking, the total amount may be authorised and reserved on the Customer’s payment card. Lost Folks does not charge or receive any payment before the Retreat begins. The reservation is therefore not an advance payment.
If the card authorisation expires before the Retreat begins, the Customer may be asked to renew the authorisation or provide valid payment details. The amount will still not be charged before the Retreat begins.
The full price becomes payable when the Retreat begins. If valid payment cannot be completed at that time, Lost Folks may refuse participation and retain any claim arising from the binding booking, subject to mandatory law.
9.3 Included and Excluded Services
The relevant Retreat page and booking confirmation state the location, dates, accommodation, meals, activities, expected group size, accessibility information and other included services.
Transport to and from the Retreat is not included unless the booking confirmation expressly states otherwise. Lost Folks may, with the participants’ permission, help them contact each other regarding voluntary carpooling. Any such arrangement is made directly between the participants. Lost Folks is not the carrier and does not control or accept responsibility for transport arranged by participants.
Flights, local transport, travel insurance, cancellation insurance, personal equipment and other items are excluded unless expressly stated as included.
9.4 Cancellation by the Participant
The Participant may cancel the Retreat at any time before it begins by sending written notice to support@lostfolks.com.
If the Retreat is a package, Lost Folks may charge a reasonable cancellation fee as permitted by applicable package-travel law. Unless a reasonable standardised fee is stated on the relevant Retreat page or booking confirmation, the fee will equal the Retreat price less costs saved by Lost Folks and any income obtained by reselling the cancelled services. Lost Folks will explain the calculation on request.
Any cancellation fee becomes payable when the cancellation is confirmed and may be invoiced separately. It is payment for cancellation of a binding booking and not advance payment for participation in the Retreat.
No cancellation fee is charged where the Participant has a mandatory right to cancel because unavoidable and extraordinary circumstances at or near the destination significantly affect the Retreat or travel to the destination.
Any amount that must be refunded will be refunded without undue delay and no later than the mandatory deadline.
Illness, injury, work obligations, changes of personal plans or inability to attend do not automatically create a right to cancel without a fee. Participants are encouraged to obtain suitable cancellation and travel insurance.
9.5 Transfer to Another Participant
Where package-travel law applies, the Participant may transfer the booking to another person who satisfies all participation requirements by notifying Lost Folks in writing within a reasonable time. Notice given at least seven days before the Retreat begins will always be considered reasonable.
The original and replacement Participant are jointly responsible for any outstanding amount and Lost Folks’ actual, reasonable transfer costs. Lost Folks will document such costs on request.
9.6 Cancellation by Lost Folks
The minimum number of participants, if any, is stated on the relevant Retreat page or in the booking confirmation.
If that minimum is not reached, Lost Folks may cancel within the deadline stated in the booking documents and no later than:
- 20 days before a Retreat lasting more than six days;
- seven days before a Retreat lasting between two and six days; or
- 48 hours before a Retreat lasting less than two days.
Lost Folks may also cancel before the Retreat begins if unavoidable and extraordinary circumstances prevent performance, provided Participants are informed without undue delay.
In these cases, Lost Folks will refund all amounts received within the mandatory deadline. No additional compensation is payable where applicable law permits cancellation without compensation.
9.7 Programme and Minor Changes
Outdoor activities depend on weather, water levels, access, safety and other local conditions. Lost Folks may make minor changes to the timing, instructor, route, activity or programme where reasonably necessary, provided the overall nature, quality and value of the Retreat are not materially reduced.
Participants will be informed clearly on a durable medium of changes made before the Retreat. Material changes are handled in accordance with mandatory package-travel law, including any right to accept the change or cancel without a fee.
9.8 Health, Safety and Conduct
Participants must provide relevant information about allergies, dietary needs, injuries, pregnancy, medical conditions, mobility needs or other circumstances that Lost Folks reasonably needs to deliver the Retreat safely. Lost Folks does not provide medical advice, and each Participant is responsible for deciding whether an activity is suitable for them.
Participants must follow reasonable safety instructions and behave respectfully towards other guests, staff, instructors, local residents, property and nature.
Lost Folks may restrict a Participant from an activity or require a Participant to leave where this is reasonably necessary for health or safety, or where serious or repeated misconduct materially affects others or the Retreat. Any refund will be limited to what is required by applicable law, taking account of services already provided and costs that cannot be avoided.
Participants are responsible for damage they intentionally or negligently cause to accommodation, equipment or other property.
9.9 Complaints During a Retreat
A Participant who identifies a problem must notify the Lost Folks contact person without undue delay so Lost Folks has a reasonable opportunity to remedy it. Contact details and any emergency number are provided in the booking information.
Lost Folks remains responsible for the proper performance of services included in a package as required by law. Lost Folks is not responsible for transport or other services independently purchased or arranged by the Participant.
10. General Sauna Terms
10.1 Specifications and Natural Materials
The order confirmation defines the agreed sauna model, dimensions, materials, heater, floor solution, accessories, delivery scope and installation responsibilities.
Illustrations, photographs and samples are indicative unless expressly incorporated as exact specifications. Reasonable production tolerances may occur.
Wood is a natural material. Normal variation in grain, colour, knots, resin, minor surface checking and movement caused by changing temperature and humidity are not defects unless they exceed what can reasonably be expected or materially impair function, durability or the agreed appearance.
10.2 Customer Changes
Changes requested after confirmation require Lost Folks’ written approval. The Customer bears resulting design, production, material, administration, storage and delay costs. Lost Folks may reject a change that is technically unsafe or impracticable.
10.3 Site, Permits and Installation
Unless expressly included in the order confirmation, the Customer is responsible for:
- suitable site access and a stable, level and load-bearing foundation;
- planning permission, building approval, fire requirements and other local permits;
- safe crane access and lifting arrangements;
- correctly sized and legally compliant electrical, plumbing and drainage connections;
- installation and certification by qualified professionals where required; and
- adequate ventilation, drainage, frost protection and ongoing maintenance.
Lost Folks is not responsible for delays, defects or damage caused by an unsuitable site, incorrect installation, unqualified contractors or failure to follow drawings, manuals or instructions.
10.4 Moisture, Water and Use
A sauna must be used only within the water, cleaning, drainage and ventilation limits stated in its order confirmation and user manual.
Lost Folks does not exclude responsibility for a floor or other component that fails to meet an expressly agreed waterproof, wet-room or other functional specification. However, damage caused by water exposure beyond the agreed design, blocked drains, insufficient ventilation, standing water, pressure washing, frost, lack of drying or other use contrary to instructions is not covered to the extent that such conditions caused the damage.
11. Sauna Purchases by Consumers
This Section applies when a Consumer buys a sauna for private use.
The statutory withdrawal right may be excluded where the sauna is genuinely made to the Consumer’s individual specifications or clearly personalised. Lost Folks will inform the Consumer before purchase where this exception applies.
Consumers retain all mandatory rights relating to delivery, defects, remedies and the statutory complaint period. Any guarantee offered by Lost Folks or a manufacturer is additional to those rights.
The Consumer must report a defect within a reasonable time after discovering it and allow Lost Folks a reasonable opportunity to inspect and remedy it. A request for photographs, remote diagnosis or access for inspection does not limit mandatory rights.
Repairs or modifications performed by the Consumer or a third party do not automatically remove all statutory rights. Lost Folks is not responsible for defects or additional damage caused by an unauthorised repair, and may require such damage to be corrected before addressing an unrelated covered defect where reasonably necessary.
12. Commercial Sauna Sales – Business Customers Only
12.1 Application
This Section applies only to sales of Commercial Saunas to Business Customers. It replaces any conflicting consumer-oriented provision in these Terms to the extent permitted by law.
12.2 Payment, Production and Binding Order
Unless otherwise stated in the order confirmation:
- 60% of the total purchase price is due when the order is placed;
- receipt of the first payment marks production start, after which the order is binding and cannot be cancelled;
- the remaining 40% is due on the agreed delivery date; and
- if delivery is delayed because of the Buyer, the final payment becomes due when the sauna is ready and made available for delivery.
Lost Folks may suspend production or delivery while an amount is overdue. Overdue amounts accrue interest and recovery costs in accordance with the Danish Interest Act or any higher lawful rate expressly stated in the order confirmation.
Changes after production begins are subject to Section 10.2.
12.3 Retention of Title
The Commercial Sauna remains the property of Lost Folks until the full purchase price and related invoiced amounts have been paid.
Until ownership passes, the Buyer must not sell, pledge, materially alter or permanently incorporate the sauna in a way that prevents recovery. The Buyer must keep the sauna identifiable, properly insured and maintained.
In the event of non-payment, Lost Folks may, to the extent permitted by law, require access to inspect, secure, move or recover the sauna. The Buyer must provide reasonable access and bears the reasonable recovery, crane, transport, storage and redelivery costs.
Risk may pass to the Buyer before ownership passes.
12.4 Delivery, Inspection and Crane Handling
The delivery address, transport scope and responsibility for unloading, crane lifting and final placement are stated in the order confirmation.
Unless the order confirmation expressly states that Lost Folks is responsible for the final crane lift and placement, delivery occurs and risk passes when the sauna arrives at the agreed delivery point and is made available for unloading or lifting by the Buyer or the Buyer’s selected contractor.
The Buyer must inspect the sauna before it is lifted, moved or otherwise handled by the Buyer’s crane company, transport company or other contractor. Visible damage must be photographed from several angles and reported to Lost Folks immediately and before the lift begins.
Damage arising from a subsequent lift, handling, unsuitable lifting method, incorrect support, transport or placement arranged by the Buyer is the Buyer’s responsibility and must be pursued against the relevant contractor.
The Buyer is responsible for suitable access, ground conditions, permits, traffic management, lifting plans and any engineering assessment required for the lift. Waiting time, failed delivery, return transport and storage caused by the Buyer are chargeable.
12.5 Inspection and Notice of Defects
The Buyer must inspect the sauna promptly on delivery.
Visible defects or delivery damage must be reported in writing before any Buyer-arranged lift or handling and, in all cases, without undue delay. If the Buyer proceeds with a lift without reporting a visible issue, the sauna is deemed accepted in respect of defects that a reasonable pre-lift inspection would have revealed.
Latent defects must be reported in writing without undue delay after discovery and no later than three months after delivery, unless a longer period is expressly stated in the order confirmation. This contractual claim period does not apply where exclusion would be prohibited by mandatory law or in cases of fraud, wilful misconduct or gross negligence.
A notice must include the order number, a clear description, photographs or video and relevant information about installation, maintenance and use.
12.6 Lost Folks’ Right to Inspect and Remedy
The Buyer must give Lost Folks a reasonable opportunity to inspect and remedy an accepted defect before commissioning work from a third party.
Lost Folks may, at its reasonable choice and depending on the defect, perform remote diagnosis, provide replacement parts, repair the sauna, appoint an approved local technician, replace the affected component or issue a proportionate credit.
The Buyer may not recover the cost of third-party work that was not approved in writing by Lost Folks, except for reasonable emergency measures strictly necessary to prevent imminent personal injury or material additional damage.
Where the sauna is located outside Denmark, remedy may normally be performed through remote support, delivery of parts or a local contractor approved by Lost Folks. Lost Folks is not responsible for increased costs caused by the Buyer moving the sauna from the delivery address or choosing a more expensive remedy than the one reasonably offered.
Unless expressly agreed, a covered remedy does not include the Buyer’s loss of revenue, customer compensation, business interruption, internal labour, crane costs, transport of the entire sauna or travel and accommodation for the Buyer’s preferred technician.
12.7 Commercial Warranty and Exclusions
Unless a longer period is expressly stated in the order confirmation, Lost Folks provides a three-month contractual warranty for defects in the Commercial Sauna’s materials and workmanship under normal commercial use from the delivery date. This warranty is subject to the notice requirements in Section 12.5.
The warranty does not cover, to the extent the issue was caused by:
- ordinary wear and tear or cosmetic changes that do not impair function;
- natural wood movement within reasonable tolerances;
- incorrect installation, an uneven or unstable foundation or structural movement;
- incorrect lifting, transport or handling after risk has passed;
- blocked drainage, insufficient ventilation, standing water, frost or lack of drying;
- use of water, chemicals, pressure washing or cleaning methods contrary to instructions;
- incorrect electrical, plumbing or drainage work;
- failure to inspect, maintain or replace sauna stones and other service items;
- unauthorised modifications, repairs or components; or
- misuse, neglect, vandalism, accident or use outside the agreed commercial specification.
An unauthorised repair excludes coverage only for the defect, additional damage or increased cost caused by that repair. It does not automatically remove coverage for an unrelated accepted defect.
Bulbs, fuses, stones and other normal consumables are not covered unless defective at delivery.
12.8 Heater and Electrical Components
Heaters and associated electrical components may be covered by a separate manufacturer’s warranty stated in the order confirmation or manufacturer documentation. Commercial manufacturer coverage may be limited to parts and may exclude labour, travel, crane work and site attendance.
The Buyer must use authorised and qualified installers and comply with the manufacturer’s electrical, ventilation, stone, maintenance and operating requirements.
12.9 Records and Access
The Buyer must retain reasonable records of professional installation, maintenance, stone replacement, cleaning and any repairs. Failure to provide records does not automatically defeat a claim, but Lost Folks is not responsible where the Buyer’s failure to install or maintain correctly caused the defect.
The Buyer must provide reasonable access for inspection and remedy. Lost Folks is not liable for delay or increased costs caused by denied or restricted access.
12.10 Limitation of B2B Liability
To the fullest extent permitted by law, Lost Folks is liable only for the Buyer’s documented, direct loss caused by Lost Folks’ breach.
Lost Folks is not liable for indirect or consequential loss, including loss of profit, revenue, customers, goodwill, production, use, data, anticipated savings, business interruption or claims made against the Buyer by the Buyer’s customers.
Lost Folks’ total aggregate liability relating to a Commercial Sauna is limited to the purchase price paid for the affected sauna.
These limitations do not apply to liability that cannot lawfully be excluded or limited, including liability for personal injury, mandatory product liability, fraud, wilful misconduct or gross negligence.
The Buyer is responsible for claims arising from its commercial operation, supervision, marketing, installation or misuse of the sauna, except to the extent caused by an accepted defect or negligent act for which Lost Folks is legally responsible.
13. Incorrect or Defective Skincare and Other Products
If an ordinary product is incorrect or defective, contact support@lostfolks.com promptly with the order number, description and photographs.
Lost Folks will provide an appropriate remedy in accordance with Section 8 and applicable law. Where Lost Folks requests the return of an incorrect or defective product, Lost Folks pays the reasonable return cost.
14. Complaints and Dispute Resolution
Please send complaints to support@lostfolks.com with the order reference, purchase date, description and relevant documentation. Lost Folks will attempt to resolve the matter directly.
Consumers may be able to submit an eligible complaint through:
Mediation Team for Consumer Complaints / The Danish Consumer Complaints Board
Nævnenes Hus
https://naevneneshus.dk
Complaints concerning a package Retreat may be eligible for:
The Package Travel Appeals Board
https://pakkerejseankenaevnet.dk
Consumers resident in another EU or EEA country may contact their local European Consumer Centre:
https://www.eccnet.eu
15. Force Majeure
Lost Folks is not liable for delay or non-performance caused by events outside its reasonable control that could not reasonably have been prevented or overcome, including natural disasters, extreme weather, war, terrorism, epidemic restrictions, fire, strikes, transport disruption, utility failure or changes in law.
Lost Folks will notify the affected Customer and take reasonable steps to limit the effect. Performance may be suspended for the duration of the event. If performance becomes impossible or is delayed for an unreasonable period, either party may terminate the affected part of the agreement, subject to payment for work already properly performed and any mandatory refund rights.
This Section does not limit a Participant’s mandatory rights relating to unavoidable and extraordinary circumstances under package-travel law.
16. Privacy and Cookies
Personal data is processed in accordance with the Lost Folks Privacy Policy. The Website uses cookies as described in the Cookie Policy.
Health, allergy and accessibility information provided for a Retreat is used only as necessary to plan and deliver the Retreat safely and in accordance with applicable data-protection law.
17. Governing Law and Jurisdiction
These Terms are governed by Danish law.
Consumers retain the protection of mandatory law in their country of residence and any mandatory right to bring or defend proceedings in the courts available to them under applicable law.
Disputes with Business Customers, including disputes relating to Commercial Saunas, must be brought before the Copenhagen City Court as the agreed court of first instance, unless Lost Folks chooses to bring proceedings at the Business Customer’s registered place of business or another competent court.
18. Assignment and Severability
Lost Folks may transfer its rights and obligations to another business where this does not reduce a Consumer’s rights or materially prejudice the Customer.
If any provision is held invalid or unenforceable, the remaining provisions continue in effect. For Consumers, an invalid provision will be replaced only to the extent permitted by mandatory law.
19. Changes to These Terms
Lost Folks may update these Terms for future purchases. A purchase already made remains governed by the version accepted when the agreement was entered into, unless the parties expressly agree otherwise or a change is required by mandatory law.
Questions about these Terms should be sent to support@lostfolks.com.
APPENDIX 1 – MODEL WITHDRAWAL FORM
Complete and return this form only if you wish to withdraw from an eligible Consumer purchase.
To:
Lost Folks ApS
Nørre Farimagsgade 52, 2 th
1364 Copenhagen K
Denmark
Email: support@lostfolks.com
I/We hereby give notice that I/We withdraw from my/our contract for the sale of the following goods:
____________________________________________________________
Ordered on:
____________________________________________________________
Received on:
____________________________________________________________
Name of Consumer(s):
____________________________________________________________
Address of Consumer(s):
____________________________________________________________
Signature of Consumer(s), only if this form is submitted on paper:
____________________________________________________________
Date:
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