Refund & Cancellation Policy
1. Right to Withdraw
Under New Zealand Consumer Protection Act 2015, you have the right to withdraw from service contracts within 5 working days of the contract date (cooling-off period), unless the service has already been substantially performed.
2. Cancellation Within 5 Working Days
If you cancel within 5 working days of signing your contract and before your programme has substantially commenced:
- Full refund of all payments made
- Refund issued within 10 business days to your original payment method
- No cancellation fees apply during this period
3. Cancellation After Programme Commencement
If your programme has commenced (first facilitation call has occurred) and you wish to cancel:
- Within 2 weeks of start: Refund of 75% of total programme cost
- Weeks 2–4: Refund of 50% of total programme cost
- After 4 weeks: No refund available
- Refunds issued within 10 business days to your original payment method
4. Participant Withdrawal
Individual participants may withdraw from a challenge programme at any time without penalty. However, cancellation of the organisation's contract with Lovelyearth follows the timeline above. Organisational sponsors should contact us to discuss individual participant withdrawals.
5. Extraordinary Circumstances
If extraordinary circumstances prevent your participation (pandemic restrictions, business closure, force majeure), we will work with you to: pause the programme, reschedule to a later date, or arrange a prorated refund. Requests must be submitted in writing with supporting documentation.
6. Non-Refundable Situations
Refunds are not available if you: cancel after 4 weeks of programme commencement; request cancellation after your specified deadline; or if the programme was delivered as agreed despite your dissatisfaction with results.
7. Technical Issues
If technical problems prevent access to facilities or materials due to our error, we will: troubleshoot immediately, provide alternative access, or offer a credit toward future services. Significant unresolved technical issues may qualify for a refund.
8. Refund Processing
All refunds are processed to your original payment method within 10 business days. Please allow additional time for your bank to credit your account (typically 3–5 business days). Refund requests should be submitted in writing to info@lovelyearth.world.
9. Partial Payments and Installments
If you've paid by instalment, refunds will be calculated based on the total programme cost. Refund eligibility and amounts follow the timeline above regardless of payment schedule.
10. Promotional Offers and Discounts
Refund amounts are calculated on the full price of the programme, not on any discount or promotional rate you may have received. Coupons or promotional credits cannot be transferred or refunded for cash.
11. Contact for Refund Requests
To request a refund or cancellation, contact us in writing:
Lovelyearth Ltd
Level 2, 45 Shortland Street
Auckland 1010, New Zealand
info@lovelyearth.world
Include: your full name, organisation, programme dates, and reason for cancellation. We will acknowledge receipt within 2 business days and process within 10 business days.
12. Disputes
If you dispute a refund decision, contact us within 14 days with your claim. We will review and respond within 10 working days. If unresolved, disputes may be escalated to external dispute resolution services.
13. Policy Updates
This policy may be updated. Changes apply to new contracts going forward. Existing contracts remain governed by the policy in effect at the time of purchase unless statutory requirements mandate otherwise.