1. Policy Overview
Jointflexfresh is committed to fair and transparent refund practices. We understand that circumstances change and aim to accommodate reasonable cancellation requests while maintaining sustainable service delivery. This policy applies to all paid services and products offered by Jointflexfresh from our Auckland office and through remote delivery channels.
This policy operates alongside your rights under the New Zealand Consumer Guarantees Act 1993 (CGA), which provides statutory guarantees that services will be carried out with reasonable care and skill and that digital content will be fit for purpose. Nothing in this policy limits your CGA rights where they apply.
2. Business Information
Jointflexfresh
30-38 Link Dr, Wairau Valley, Auckland 0627, New Zealand
Telephone: +64 9 442 1350
Email: admin@jointflexfresh.world
Website: jointflexfresh.world
3. Single Consultation Sessions
3.1 Cancellation by Client
- More than 48 hours before the scheduled session: Full refund of the session fee, processed within 10 business days to the original payment method.
- 24 to 48 hours before the scheduled session: Option to reschedule at no additional charge, or a 50% refund of the session fee if you prefer to cancel entirely.
- Less than 24 hours before the scheduled session: No refund is available. You may reschedule once within a 30-day period subject to availability, with a rescheduling fee of 25% of the session cost.
- No-show without prior notice: The full session fee is forfeited. No refund or rescheduling is offered.
3.2 Cancellation by Jointflexfresh
If we cancel a session due to consultant illness, technical failure, or unforeseen circumstances, you will receive a full refund or the option to reschedule at no additional cost. We will notify you as soon as possible and endeavour to offer an alternative appointment within 14 days.
3.3 Dissatisfaction with Session Content
If you believe a completed session did not meet the described educational scope, you may submit a written complaint within 7 days of the session date to admin@jointflexfresh.world. We will review the matter and, where substantiated, offer a partial credit toward a future session or a 50% refund at our discretion. Refunds are not provided based on dissatisfaction with general informational content that was accurately described prior to booking.
4. Multi-Session Programmes
4.1 Four-Week Guidance Plans
Programme fees are payable in full at enrolment or according to the instalment schedule agreed at booking. Refund eligibility depends on the stage of programme completion:
- Before the first session: Full refund minus a 10% administrative fee, provided cancellation is requested at least 48 hours before the first scheduled session.
- After session one, before session two: 60% refund of the remaining programme fee.
- After session two, before session three: 30% refund of the remaining programme fee.
- After session three or upon completion: No refund is available. Educational materials already delivered remain accessible.
4.2 Programme Pause
Clients may request a one-time programme pause of up to 30 days due to personal circumstances. Pauses must be requested before a missed session. Extended pauses beyond 30 days may result in programme expiration without refund.
5. Educational Products
5.1 Digital Materials
Downloadable workbooks, reference charts, and recorded mini-lectures are non-refundable once access has been granted or download links have been delivered, except where the content is materially defective or inaccessible due to technical issues on our end.
5.2 Printed Materials
Physical workbooks shipped to your address may be returned within 14 days of receipt if unopened and in original condition. Return shipping costs are borne by the client unless the product was defective or incorrectly shipped. Refunds are processed within 10 business days of receiving the returned item.
5.3 Workshop Series
For multi-session workshop series, individual session absences do not qualify for partial refunds. If the entire series is cancelled before commencement, a full refund is provided. If one session within a series is cancelled by us, a pro-rata credit is applied to your account.
6. Corporate and Group Bookings
Workplace workshops and corporate seminars are subject to separate booking agreements. Standard terms include:
- Cancellation more than 14 days before the event: Full refund of any deposit or pre-payment.
- Cancellation 7 to 14 days before the event: 50% refund or full credit toward a rescheduled date within 90 days.
- Cancellation less than 7 days before the event: No refund. Rescheduling is available subject to a 30% rebooking fee.
- Reduction in attendee numbers by more than 25% within 7 days of the event may result in adjusted pricing per the original agreement.
Custom corporate agreements may specify alternative terms, which will be documented in writing before confirmation.
7. Payment Processing and Refund Method
All refunds are processed to the original payment method used at the time of purchase. Processing times are as follows:
- Credit and debit card refunds: 5 to 10 business days, depending on your financial institution.
- Bank transfer refunds: 3 to 5 business days after initiation.
- Account credits: Applied immediately and valid for 12 months from the date of issue.
We do not charge refund processing fees except where explicitly stated (such as the 10% administrative fee for pre-programme cancellations). Currency conversion differences arising from international payments are the responsibility of the client.
8. How to Request a Refund or Cancellation
To request a refund, cancellation, or rescheduling, contact us with the following information:
- Your full name and email address used at booking
- Booking reference number or date of purchase
- Service or product purchased
- Reason for the refund or cancellation request
- Preferred resolution (refund, credit, or reschedule)
Send requests to admin@jointflexfresh.world or call +64 9 442 1350 during business hours (Monday to Friday, 9:00 AM to 5:00 PM NZST). We acknowledge all requests within 2 business days and provide a resolution within 10 business days.
9. Exceptions and Special Circumstances
We assess exceptional circumstances on a case-by-case basis. Examples that may warrant consideration beyond standard policy terms include:
- Documented medical emergencies preventing attendance (educational consultations only — we do not require or store clinical records; a brief written explanation suffices)
- Bereavement in the immediate family
- Natural disasters or civil emergencies affecting your ability to attend
- Repeated technical failures on our platform preventing video session completion
Exceptional circumstance requests must be submitted within 14 days of the affected session date with a brief written explanation. We do not guarantee approval but will respond with empathy and fairness.
10. Chargebacks and Disputes
We encourage clients to contact us directly before initiating a chargeback with their payment provider. Chargebacks initiated without prior communication may result in suspension of future booking privileges while the dispute is investigated. We provide full transaction documentation to payment processors when legitimate disputes arise.
11. Consumer Rights
Under the Consumer Guarantees Act 1993, you are entitled to services that are carried out with reasonable care and skill, are fit for any particular purpose you told us about, and are completed within a reasonable time. If we fail to meet these guarantees, you may be entitled to a remedy including refund, repeat performance, or compensation. This policy supplements but does not replace your statutory rights.
European Union consumers may additionally have rights under the Consumer Rights Directive regarding digital content and distance contracts, including a 14-day cooling-off period for online purchases where applicable.
12. Policy Updates
We may revise this Refund Policy to reflect changes in our service offerings or legal requirements. The date at the top of this page indicates the latest revision. Changes apply to bookings made after the update date. Bookings confirmed before an update remain subject to the policy in effect at the time of confirmation.
13. Contact
For refund requests, cancellation inquiries, or questions about this policy:
Jointflexfresh
30-38 Link Dr, Wairau Valley, Auckland 0627, New Zealand
Email: admin@jointflexfresh.world
Phone: +64 9 442 1350