Refreshyouthan
Legal

Refund Policy

This Refund Policy outlines the terms and conditions for cancellations, refunds, and returns for programmes, consulting sessions, and educational products offered by Refreshyouthan.

Last updated:

1. Overview

At Refreshyouthan, we strive to provide high-quality outdoor nature education, consulting, and recreational programmes. We understand that circumstances may change, and this Refund Policy explains your options if you need to cancel a purchase or request a refund.

This Refund Policy should be read in conjunction with our Terms of Use and Privacy Policy. By making a purchase, you agree to the terms outlined in this policy.

2. Business Information

Refreshyouthan
3 Beach Street, Queenstown 9300, New Zealand
Email: admin@refreshyouthan.world
Phone: +64 3 441 3222

For all refund requests and cancellation inquiries, please contact us using the details above. We aim to acknowledge refund requests within two business days and process eligible refunds within fourteen business days of approval.

3. General Refund Principles

We handle all refund requests fairly and transparently. The following general principles apply across all product and service categories:

  • Refund eligibility depends on the type of product or service purchased and the timing of your cancellation request.
  • All refund requests must be submitted in writing via email to admin@refreshyouthan.world.
  • Refunds are processed to the original payment method used for the purchase.
  • Processing times may vary depending on your financial institution; please allow up to ten additional business days for funds to appear in your account after we process the refund.
  • Partial refunds may be issued in cases where a portion of a service has already been delivered.

4. Programme and Challenge Refunds

4.1 Essentials Pathway (Six-Week Programme)

  • Full refund: Available if cancellation is requested at least fourteen days before the programme start date.
  • Partial refund (50%): Available if cancellation is requested between seven and thirteen days before the programme start date.
  • No refund: Cancellations made less than seven days before the start date, or after the programme has commenced, are not eligible for a refund.

4.2 Extended Journey (Twelve-Week Programme)

  • Full refund: Available if cancellation is requested at least twenty-one days before the programme start date.
  • Partial refund (75%): Available if cancellation is requested between fourteen and twenty days before the start date.
  • Partial refund (50%): Available if cancellation is requested between seven and thirteen days before the start date.
  • No refund: Cancellations made less than seven days before the start date, or after the programme has commenced, are not eligible for a refund.

4.3 Seasonal Challenges and Community Programmes

  • Full refund: Available if cancellation is requested within seven days of enrolment and before the challenge start date.
  • No refund: Once a challenge has started, enrolment fees are non-refundable due to the community-based nature of these programmes.

4.4 Year of Outdoor Presence (Annual Programme)

  • Full refund: Available if cancellation is requested within fourteen days of enrolment, regardless of programme start date (cooling-off period).
  • Pro-rata refund: After the cooling-off period, a pro-rata refund may be calculated based on unused full months remaining in the programme, minus a 15% administrative fee.
  • No refund: No refunds are available for the final three months of the annual programme.

5. Consulting and Guidance Session Refunds

5.1 Initial Consulting Sessions

  • Full refund: Available if cancellation is requested at least forty-eight hours before the scheduled session time.
  • No refund: Cancellations made less than forty-eight hours before the session, or failure to attend a scheduled session without prior notice (no-show), are not eligible for a refund.
  • Rescheduling: Sessions may be rescheduled once at no additional charge if requested at least forty-eight hours in advance.

5.2 Follow-Up Sessions and Session Packages

  • Unused sessions in a pre-purchased package may be refunded on a pro-rata basis if requested within ninety days of purchase.
  • A 10% administrative fee applies to pro-rata refunds on session packages.
  • Session packages expire twelve months from the date of purchase. Expired unused sessions are not eligible for refund.

5.3 Personalised Plan Delivery

Once a written personalised plan has been delivered to you, the consulting fee is non-refundable. If you cancel before plan delivery, a full refund is available minus any costs already incurred for preliminary research or scheduling.

6. Educational Product Refunds

6.1 Digital Guides and Workbooks

  • Full refund: Available within fourteen days of purchase if you have not downloaded or accessed the digital content.
  • No refund: Once digital content has been downloaded or accessed, the purchase is final due to the nature of digital goods.

6.2 Video Series and Online Courses

  • Full refund: Available within seven days of purchase if you have viewed less than 20% of the total course content.
  • No refund: If more than 20% of course content has been accessed, the purchase is non-refundable.

6.3 Printed Materials

  • Full refund: Available within thirty days of delivery if materials are returned in original, unused condition.
  • Return shipping costs for printed materials are the responsibility of the customer unless the return is due to our error (incorrect or damaged items).
  • Damaged items received due to shipping must be reported within seven days of delivery with photographic evidence.

7. Guided Outdoor Session Refunds

  • Full refund: Available if cancellation is requested at least seventy-two hours before the scheduled session.
  • Partial refund (50%): Available if cancellation is requested between twenty-four and seventy-two hours before the session.
  • No refund: Cancellations made less than twenty-four hours before the session are not eligible for a refund.
  • Weather cancellations: If we cancel a session due to unsafe weather conditions, you will receive a full refund or the option to reschedule at no additional cost.
  • Participant-initiated weather concerns: If you choose not to attend due to weather conditions but we determine the session can proceed safely, standard cancellation terms apply.

8. How to Request a Refund

To request a refund, please follow these steps:

  1. Send an email to admin@refreshyouthan.world with the subject line "Refund Request."
  2. Include your full name, email address used for purchase, order or booking reference number, and the date of purchase.
  3. State the reason for your refund request and specify whether you prefer a full or partial refund (if applicable).
  4. For printed material returns, include tracking information once the item has been shipped back to us.

We will review your request and respond within two business days with our decision and, if approved, an estimated refund processing timeline.

9. Non-Refundable Items and Services

The following are generally non-refundable:

  • Services that have been fully delivered (completed consulting sessions, delivered personalised plans)
  • Digital products that have been downloaded or accessed beyond the refund threshold
  • Gift vouchers and promotional credits (unless required by law)
  • Third-party fees or charges (payment processing fees, bank transfer charges)
  • Programme fees after the programme has commenced, except where required by the Consumer Guarantees Act 1993

10. Consumer Guarantees Act 1993 (New Zealand)

Nothing in this Refund Policy limits or excludes your rights under the Consumer Guarantees Act 1993 (CGA) or other mandatory consumer protection laws in New Zealand. If our services fail to meet a guarantee under the CGA, you may be entitled to a remedy including repair, replacement, or refund, regardless of the terms stated above.

If you believe a service or product does not meet the guarantees under the CGA, please contact us with details of the issue. We will work with you to resolve the matter in accordance with applicable law.

11. European Consumer Rights

If you are a consumer in the European Economic Area, you may have additional rights under EU consumer protection directives, including a fourteen-day right of withdrawal for distance contracts. To exercise this right, notify us within fourteen days of purchase without giving any reason. This right may not apply to digital content that you have consented to access immediately upon purchase.

12. Chargebacks and Disputes

We encourage you to contact us directly to resolve any billing concerns before initiating a chargeback with your bank or payment provider. Chargebacks initiated without first attempting to resolve the issue with us may result in suspension of your access to our Services. We will provide all relevant documentation to payment processors to resolve disputes fairly.

13. Changes to This Refund Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Changes apply to purchases made after the updated policy is published. Purchases made before a policy update are governed by the policy in effect at the time of purchase.

14. Contact Us

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

Refreshyouthan — Customer Support
3 Beach Street, Queenstown 9300, New Zealand
Email: admin@refreshyouthan.world
Phone: +64 3 441 3222
Business hours: Monday to Friday, 9:00 AM – 5:00 PM NZST