Refund Policy

1. Overview

At Refreshactive, we are committed to providing high-quality educational food balance consultation services. We understand that circumstances may change after booking, and this policy explains your options for cancellations, rescheduling, and refunds.

This Refund Policy applies to all paid services offered by Refreshactive, including individual consultations, multi-session programs, workshops, and educational packages. It should be read in conjunction with our Terms of Use and Privacy Policy.

By purchasing any of our Services, you acknowledge that you have read, understood, and agree to the terms outlined in this Refund Policy.

2. Consumer Rights

If you are a consumer in New Zealand, your rights under the Consumer Guarantees Act 1993 are not affected by this policy. Services must be carried out with reasonable care and skill, be fit for their stated purpose, and be delivered within a reasonable timeframe.

If you are a consumer in the European Union or United Kingdom, you may have additional rights under applicable consumer protection legislation, including the right to withdraw from distance contracts within 14 days of purchase, subject to the exceptions described in Section 4 below.

Nothing in this Refund Policy is intended to limit or exclude rights that cannot be limited or excluded under applicable law.

3. Cancellation by the Client

3.1 Single Consultation Sessions

For individual consultation sessions, the following cancellation terms apply:

• More than 48 hours before the scheduled session: Full refund or free rescheduling to a new date and time of your choice, subject to consultant availability.
• Between 24 and 48 hours before the scheduled session: 50% refund or one free rescheduling opportunity within 30 days of the original session date.
• Less than 24 hours before the scheduled session: No refund. A rescheduling fee of 50% of the session price may apply if you wish to book a new date.
• No-show without prior notice: No refund and no rescheduling entitlement. The full session fee is forfeited.

3.2 Multi-Session Programs

For programs consisting of multiple sessions (such as the Foundations Program or Choice Foundations series):

• Before the first session: Full refund minus a 10% administrative fee, provided cancellation is requested at least 7 days before the program start date.
• After the first session but before the second: Refund of 75% of the remaining program fee, calculated on a pro-rata basis for undelivered sessions.
• After the second session: Refund of 50% of the remaining program fee for undelivered sessions only.
• After the third session: No refund for remaining sessions. Materials already provided remain accessible to you.

3.3 Workshop and Group Sessions

For group workshops and workplace educational sessions:

• More than 7 days before the event: Full refund.
• Between 3 and 7 days before the event: 50% refund or transfer of registration to a future workshop date.
• Less than 3 days before the event: No refund. Registration may be transferred to another participant at no additional charge if we are notified before the event begins.

4. Right of Withdrawal (EU and UK Consumers)

If you are a consumer residing in the European Union or United Kingdom and you purchase our Services online, you have the right to withdraw from the contract within 14 calendar days of the purchase date without giving any reason, in accordance with the Consumer Rights Directive and UK Consumer Contracts Regulations.

However, if you expressly request that Services begin during the 14-day withdrawal period and acknowledge that you will lose your right of withdrawal once the Service has been fully performed, the right of withdrawal expires upon completion of the first consultation session.

To exercise your right of withdrawal, you must inform us of your decision by sending a clear statement to hello@refreshactive.world before the 14-day period expires. If you withdraw, we will reimburse all payments received from you within 14 days using the same payment method you used for the original transaction.

5. Cancellation by Refreshactive

We reserve the right to cancel or reschedule any session or program due to circumstances beyond our reasonable control, including but not limited to:

• Consultant illness or unavailability
• Technical failures preventing online session delivery
• Natural disasters, public health emergencies, or government restrictions
• Insufficient enrolment for group workshops (minimum 4 participants required)

In the event of cancellation by us, you will be offered the choice of a full refund or rescheduling to an alternative date at no additional cost. We will make reasonable efforts to notify you of any cancellation at least 24 hours in advance, except in cases of genuine emergency.

6. Refund Process

To request a refund or cancellation, please contact us through one of the following methods:

• Email: hello@refreshactive.world with the subject line "Refund Request"
• Phone: +64 22 037 1344 during business hours (Monday to Friday, 9:00 AM – 5:00 PM NZST)
• Post: Refreshactive, 233A Riverside Drive, Waterloo, Lower Hutt 5011, New Zealand

Your refund request should include your full name, the date and type of service purchased, the booking reference or payment confirmation number, and the reason for your cancellation request.

We will acknowledge your request within 2 business days and process eligible refunds within 10 business days of approval. Refunds are issued to the original payment method used for the purchase. Depending on your financial institution, it may take an additional 5 to 10 business days for the refund to appear in your account.

7. Non-Refundable Items

The following items and circumstances are not eligible for refunds:

• Consultation sessions that have already been delivered in full
• Digital educational materials that have been downloaded or accessed
• Administrative fees explicitly stated at the time of purchase
• Services purchased at a promotional or discounted rate, unless otherwise stated in the promotion terms
• Gift vouchers and prepaid session credits after they have been partially redeemed
• Cancellations made outside the timeframes specified in Section 3

8. Rescheduling Policy

We encourage rescheduling over cancellation whenever possible. Rescheduling requests are subject to consultant availability and must be made in accordance with the timeframes in Section 3.

Each booking includes one complimentary rescheduling opportunity if requested more than 48 hours before the original session date. Additional rescheduling requests may incur a fee of NZD 25 per occurrence.

Rescheduled sessions must be completed within 90 days of the original booking date. Sessions not completed within this window are considered forfeited and are not eligible for refund.

9. Dissatisfaction and Service Concerns

If you are dissatisfied with a consultation session, we encourage you to contact us within 7 days of the session so we can address your concerns. We take service quality seriously and will work with you to find a fair resolution, which may include a complimentary follow-up session, partial refund, or other remedy appropriate to the circumstances.

Please note that dissatisfaction based on personal outcomes or results from following our educational guidance does not automatically qualify for a refund, as individual experiences with dietary changes vary and our Services are educational in nature rather than outcome-based.

10. Chargebacks and Disputes

If you initiate a chargeback or payment dispute with your bank or payment provider without first contacting us to resolve the issue, we reserve the right to suspend your access to any remaining Services and decline future bookings until the dispute is resolved.

We maintain detailed records of all bookings, session deliveries, and communications to respond to payment disputes. We encourage you to contact us directly at hello@refreshactive.world before initiating a chargeback, as we are committed to resolving concerns promptly and fairly.

11. Gift Vouchers and Credits

Gift vouchers and prepaid session credits purchased from Refreshactive are valid for 12 months from the date of purchase. Unused vouchers and credits expire after this period and are not refundable.

Gift vouchers are transferable but not redeemable for cash. If the recipient of a gift voucher wishes to cancel, the original purchaser may request a refund within 14 days of purchase, provided the voucher has not been redeemed.

12. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our services, pricing, or legal requirements. The date at the top of this page indicates when the policy was last revised. Changes apply to bookings made after the updated policy is published. Bookings made under a previous version of this policy will be honoured under the terms in effect at the time of purchase.

13. Contact Us

For refund requests, cancellation inquiries, or questions about this policy, please contact us:

Refreshactive
233A Riverside Drive, Waterloo, Lower Hutt 5011, New Zealand
Email: hello@refreshactive.world
Phone: +64 22 037 1344

We aim to respond to all refund-related inquiries within 2 business days and to resolve matters to your satisfaction wherever possible.