Refund Policy

Overview

At Tluzarinvep, we strive to provide high-quality educational consultations about food variety and meal planning. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services.

By purchasing our consultation services, you acknowledge that you have read, understood, and agree to this Refund Policy.

Consultation Services

Individual Consultations

Our individual consultation services are provided on a per-session basis. Each consultation is scheduled at a mutually agreed-upon time and delivered either in-person or via video conference.

Consultation Packages

We may offer multi-session consultation packages that provide a series of educational sessions at a discounted rate compared to individual session pricing.

Cancellation Policy

Client-Initiated Cancellations

If you need to cancel or reschedule a consultation, please notify us as early as possible:

• More than 48 hours before scheduled consultation: Full refund or free rescheduling available
• 24-48 hours before scheduled consultation: 50% refund or free rescheduling available
• Less than 24 hours before scheduled consultation: No refund, but rescheduling may be available at our discretion
• No-show (failure to attend without notice): No refund and no rescheduling

Our Cancellation

If we need to cancel a scheduled consultation for any reason, you will receive:

• Full refund of any payment made for that specific consultation, or
• Priority rescheduling at no additional cost
• Compensation for any documented expenses you incurred due to our cancellation (with proof of expense)

How to Cancel

To cancel a consultation, please contact us via:

• Email: online@tluzarinvep.world
• Phone: +64 9 373 2559

Please include your name, consultation date and time, and booking reference number (if applicable).

Refund Eligibility

Eligible for Refund

You may be eligible for a refund in the following circumstances:

• Cancellation made more than 48 hours before the scheduled consultation
• We cancel or fail to provide the scheduled consultation
• Technical issues on our end prevent the consultation from occurring (for virtual consultations)
• You are dissatisfied with your first consultation and request a refund within 7 days of the session
• Unused sessions in a multi-session package (subject to the conditions below)

Not Eligible for Refund

Refunds will not be issued in the following circumstances:

• Cancellations made less than 24 hours before the scheduled consultation
• No-show without prior notice
• Dissatisfaction with consultation content based on unrealistic expectations
• Failure to attend due to technical issues on your end (internet connection, device problems, etc.)
• After consultation materials or educational resources have been fully delivered
• Change of mind after the consultation has been completed

Multi-Session Package Refunds

Before First Session

If you purchase a multi-session package and wish to cancel before attending the first session, you are eligible for a full refund within 14 days of purchase.

After Starting Package

Once you have attended one or more sessions in a package:

• Completed sessions will be charged at the regular individual session rate
• Unused sessions may be refunded, minus a 15% administrative fee
• Refund = (Package Price - [Number of Completed Sessions × Individual Session Rate]) - 15% administrative fee

Package Expiration

Multi-session packages typically expire 6 months from the date of purchase. Unused sessions beyond this period are not eligible for refund unless special circumstances apply (see Exceptional Circumstances below).

Refund Processing

Processing Time

Once a refund request is approved:

• Refunds are typically processed within 5-10 business days
• Depending on your payment method and financial institution, it may take an additional 3-7 business days for the refund to appear in your account

Refund Method

Refunds will be issued using the same payment method used for the original purchase. If this is not possible, we will contact you to arrange an alternative refund method.

Partial Refunds

In some cases, partial refunds may be granted at our discretion, such as:

• Cancellations made 24-48 hours before the scheduled consultation
• Technical difficulties that significantly impacted the consultation quality
• Unused portions of multi-session packages

Exceptional Circumstances

We understand that unexpected situations may arise. Refunds or rescheduling outside of our standard policy may be considered in exceptional circumstances, including:

• Serious illness or medical emergency (documentation may be required)
• Family emergencies
• Natural disasters or severe weather conditions
• Unforeseen travel disruptions
• Other significant life events beyond your control

Please contact us to discuss your situation. We will review each case individually and work with you to find a fair solution.

Satisfaction Guarantee

First Session Guarantee

We want you to be satisfied with our services. If you are not satisfied with your first consultation for any reason, you may request a full refund within 7 days of the session. This guarantee applies only to first-time clients and their initial consultation.

Requesting a Satisfaction Refund

To request a refund under our satisfaction guarantee:

1. Contact us within 7 days of your first consultation
2. Provide brief feedback about your experience (this helps us improve)
3. Request the refund

No questions asked – your satisfaction is important to us.

Non-Refundable Items

The following items are non-refundable:

• Digital educational materials once downloaded or accessed
• Personalized meal planning templates or documents once delivered
• Administrative fees
• Third-party service fees (payment processing fees, etc.)

How to Request a Refund

To request a refund:

1. Contact us via email or phone (contact details below)
2. Provide your name, booking reference, and reason for refund request
3. Include any supporting documentation if claiming exceptional circumstances
4. We will review your request and respond within 2-3 business days
5. If approved, your refund will be processed according to our processing timelines

Disputes

If you have a concern about a refund decision, please contact us first. We are committed to resolving disputes fairly and will work with you to find a satisfactory solution.

If we are unable to resolve the dispute directly, you may have the right to pursue resolution through:

• Consumer protection agencies in New Zealand
• Your credit card company's dispute resolution process
• Mediation or arbitration as outlined in our Terms of Use

Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website with an updated "Last Updated" date.

Your continued use of our services after any changes indicates your acceptance of the updated Refund Policy. Purchases made before policy changes will be governed by the policy in effect at the time of purchase.

Contact Information

If you have questions about our Refund Policy or wish to request a refund, please contact us:

Consumer Rights

This Refund Policy does not affect your statutory rights under New Zealand consumer law. Under the Consumer Guarantees Act 1993, you have certain rights that cannot be excluded, such as the right to services provided with reasonable care and skill.

For more information about your consumer rights, visit the New Zealand Commerce Commission website at www.comcom.govt.nz