This policy applies to services and digital resources purchased from Vivyskeleton. It operates alongside your statutory rights under the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986, which cannot be excluded for consumer transactions.
1. Scope
This policy covers paid consulting sessions, workshop engagements, and digital planning resources. Free website content is not subject to refunds.
2. Your Rights Under the Consumer Guarantees Act
As a consumer, you are entitled to services that:
- Are carried out with reasonable care and skill
- Are fit for any particular purpose you told us about
- Are completed within a reasonable time (if no timeframe was agreed)
- Are charged at a reasonable price (if no price was agreed)
If we fail to meet these guarantees, you may be entitled to a remedy including refund, re-performance, or compensation. Contact us to discuss your options.
3. Cancellation Before Service Delivery
- 48+ hours before scheduled start: Full refund of any amount paid.
- Within 48 hours: 75% refund; 25% covers preparation and scheduling costs.
- No-show without notice: No refund, but we may offer rescheduling at our discretion.
4. Refunds After Service Commencement
Once a session or deliverable has been partially or fully provided, refunds are assessed individually. If you believe the service did not meet the Consumer Guarantees Act standards, contact us within 14 days with details. We will respond within 5 business days.
5. Digital Resources
Downloadable templates and planning kits are non-refundable once accessed or downloaded, unless the materials are materially defective or significantly differ from their description on our services page.
6. How to Request a Refund
Email office@vivyskeleton.world with:
- Your full name and contact email
- Date of purchase and service description
- Reason for the refund request
- Any supporting documentation
7. Processing Time
Approved refunds are processed within 10 business days to the original payment method. Bank processing may take additional time.
8. Disputes Tribunal
If we cannot resolve a dispute, either party may apply to the Disputes Tribunal of New Zealand for claims up to $30,000. See www.disputestribunal.govt.nz.
9. Contact
Vivyskeleton, 12 Pahau Avenue, Tikipunga, Whangārei 0112
Email: office@vivyskeleton.world | Phone: +64 9 434 4659