Cancellation & Refund Policy

1. Scope

This policy applies to workplace wellbeing programmes and advisory services provided by Kneesplanet, a New Zealand business based at 237 Parnell Road, Parnell, Auckland 1052. As our offerings are services rather than physical goods, this policy addresses cancellation, withdrawal, and refund procedures.

2. Your Statutory Rights

Under the Consumer Guarantees Act 1993 (CGA), services must be:

• Carried out with reasonable care and skill
• Fit for any particular purpose you told us about
• Completed within a reasonable time (if no timeframe was agreed)
• Charged at a reasonable price (if no price was agreed in advance)

If we fail to meet these guarantees, you are entitled to a remedy which may include re-supply of the service or a refund. Nothing in this policy limits your rights under the CGA or the Fair Trading Act 1986.

3. Cancellation Before Programme Commencement

You may cancel a confirmed programme engagement up to 14 calendar days before the scheduled start date and receive a full refund of fees paid, minus any non-recoverable third-party costs already incurred on your behalf (which we will itemise).

4. Cancellation After Programme Commencement

If a programme has commenced, cancellation terms are governed by your individual service agreement. Generally:

• Cancellation within the first week: up to 75% refund of remaining programme fees
• Cancellation after week one: fees for completed sessions and preparation work are non-refundable
• Digital toolkits and materials already delivered are non-refundable

5. Programme Transfer

Instead of cancelling, you may request to transfer programme commencement to a later date within six months of the original start date, subject to facilitator availability. One transfer per engagement is permitted at no additional charge.

6. Non-Attendance

Failure to attend scheduled sessions without at least 48 hours prior notice does not entitle you to a refund for those sessions. Rescheduling is offered where feasible.

7. Service Quality Concerns

If you believe delivered services do not meet agreed specifications or CGA guarantees, contact us within 10 business days of the relevant session. We will investigate and, where substantiated, offer remedial sessions or partial fee adjustments. See our Complaints Procedure for the full process.

8. Refund Processing

Approved refunds are processed within 14 business days to the original payment method. Bank transfer refunds may require additional processing time depending on your financial institution.

9. Business Clients

If you acquired our services for business purposes (rather than personal or household use), the Consumer Guarantees Act may not apply. In such cases, remedies are governed by your service agreement and general contract law. We will always endeavour to resolve concerns fairly regardless of CGA applicability.

10. Contact