This Refund Policy explains the terms and conditions under which Cartilagesievemu ("we", "us", or "our") provides refunds and handles cancellations for fresh air wellness sessions, programmes, educational products, and consulting services. This policy should be read alongside our Terms of Use and applies to all bookings made through our website at cartilagesievemu.world or directly with our team.
1. Business Information
Cartilagesievemu
Coastlands Shopping Centre, 2 State Highway 1
Paraparaumu 6010, New Zealand
Phone: +64 4 298 2056
Email: hello@cartilagesievemu.world
2. General Principles
We aim to handle all cancellation and refund requests fairly and transparently. Refund eligibility depends on the type of service booked, the timing of your cancellation request, and the reason for cancellation. All refund amounts are processed in New Zealand dollars (NZD) to the original payment method unless otherwise agreed in writing.
Under the Consumer Guarantees Act 1993 (CGA), consumers in New Zealand have certain statutory rights regarding the quality and fitness of services. Nothing in this policy limits your rights under the CGA where applicable. If our services fail to meet a guarantee under the CGA, you may be entitled to a remedy including a refund.
3. Single Session Bookings
3.1 Introductory Walks and Individual Sessions
For single-session bookings such as Introductory Walks (NZD 45) and Private Consulting sessions (NZD 85):
- Cancellation 48 hours or more before the session: Full refund minus a NZD 5 administrative fee
- Cancellation 24–48 hours before the session: 50% refund of the session fee
- Cancellation less than 24 hours before the session: No refund; however, you may reschedule once to a date within 30 days, subject to availability
- No-show without prior notice: No refund and no rescheduling option
3.2 Cancellation by Cartilagesievemu
If we cancel a session due to facilitator unavailability, insufficient enrolment, or circumstances within our control, you will receive a full refund or the option to reschedule at no additional cost. If a session is rescheduled due to weather conditions as described in our outdoor session protocols, no refund is applicable; alternative dates or indoor workshops will be offered.
4. Multi-Week Programmes
4.1 Four-Week Programme (NZD 220)
For multi-week programme bookings:
- Cancellation 7 days or more before programme start: Full refund minus a NZD 15 administrative fee
- Cancellation 3–7 days before programme start: 75% refund of the programme fee
- Cancellation less than 3 days before programme start: 50% refund of the programme fee
- After programme commencement: No refund for remaining sessions; you may transfer your place to another person with 48 hours written notice
4.2 Missed Sessions Within a Programme
If you miss an individual session within a multi-week programme without prior notice, that session is forfeited. With at least 24 hours notice, we will attempt to accommodate you in an alternative group session where available, but this is not guaranteed. No partial refunds are provided for missed individual sessions within a programme.
5. Educational Products
Printed and digital educational materials (field guides, breathing awareness workbooks, reflection journals) included with session bookings are non-refundable once distributed. Standalone educational product purchases may be refunded within 14 days of purchase if the product is unused and in its original condition. Digital products that have been downloaded are non-refundable.
6. Consulting and Personalised Plans
Consulting sessions that include a written personalised session plan follow the single session cancellation terms in Section 3. If a personalised plan has been prepared and delivered before you cancel, the consulting fee is non-refundable regardless of timing, as the deliverable has been provided.
7. How to Request a Cancellation or Refund
To cancel a booking or request a refund:
- Contact us by email at hello@cartilagesievemu.world or phone at +64 4 298 2056
- Include your full name, booking reference or confirmation number, and the session or programme you wish to cancel
- State the reason for cancellation (optional but helpful for our records)
- We will confirm receipt of your request within one business day
Cancellation requests are effective from the time we acknowledge receipt during business hours (Monday–Friday 9:00 AM–5:00 PM NZST, Saturday 10:00 AM–2:00 PM NZST).
8. Refund Processing
Approved refunds are processed as follows:
- Processing time: Refunds are initiated within 5 business days of approval
- Payment method: Refunds are returned to the original payment method used for the booking
- Bank processing: Depending on your financial institution, it may take an additional 5–10 business days for the refund to appear in your account
- Partial refunds: Calculated based on the applicable cancellation tier at the time of your request
If the original payment method is no longer available, contact us to arrange an alternative refund method. We may require additional verification for security purposes.
9. Weather-Related Cancellations
Outdoor sessions may be rescheduled due to severe weather conditions including heavy rain, strong winds exceeding 50 km/h, or thunderstorms. Weather-related rescheduling is not eligible for a refund but includes:
- Notification at least 24 hours before the session where possible
- Alternative session date offered within 30 days at no additional charge
- Option to attend an indoor informational workshop instead of the rescheduled outdoor session
If neither rescheduling nor the indoor alternative is suitable for you, a credit voucher valid for 6 months may be issued at our discretion.
10. Exceptional Circumstances
We recognise that exceptional circumstances may arise. Refund requests outside the standard terms may be considered on a case-by-case basis for situations including:
- Serious illness or injury supported by documentation from a registered medical practitioner
- Bereavement of an immediate family member
- Natural disasters or civil emergencies affecting your ability to attend
Contact us with relevant documentation and we will review your request within 5 business days. Exceptional circumstance refunds are at our sole discretion and may be offered as credit vouchers rather than cash refunds.
11. Chargebacks and Disputes
If you have a concern about a charge, please contact us directly before initiating a chargeback with your bank or payment provider. We are committed to resolving payment disputes amicably. Chargebacks initiated without first attempting to resolve the matter with us may result in suspension of future booking privileges.
12. Consumer Guarantees Act 1993
If you are a "consumer" as defined under the Consumer Guarantees Act 1993, our services come with guarantees that cannot be excluded. Where our services fail to meet a consumer guarantee, you are entitled to a remedy. For minor failures, we will rectify the issue within a reasonable time. For substantial failures, you may choose to cancel the service agreement and receive a refund for the unused portion, or seek compensation for the reduction in value of the service.
13. Changes to This Refund Policy
We may update this Refund Policy from time to time. Changes apply to bookings made after the updated policy is published. Bookings confirmed before a policy change are governed by the policy in effect at the time of booking confirmation. The "Last updated" date at the top of this page indicates when the policy was last revised.
14. Contact Us
For cancellation requests, refund enquiries, or questions about this policy:
Cartilagesievemu — Refund Enquiries
Coastlands Shopping Centre, 2 State Highway 1, Paraparaumu 6010, New Zealand
Phone: +64 4 298 2056
Email: hello@cartilagesievemu.world