Bonesfloramoveme

Refund Policy

This policy outlines the cancellation, rescheduling, and refund conditions for consultation services and educational programmes offered by Bonesfloramoveme.

1. Policy Overview

Bonesfloramoveme is committed to fair and transparent refund practices. This Refund Policy applies to all paid consultation services, educational programmes, and related products purchased directly through our Website or by confirmed booking via email or telephone.

By booking and paying for our services, you acknowledge that you have read and agree to the terms outlined in this policy. This policy should be read alongside our Terms of Use and Privacy Policy.

Business details:

Bonesfloramoveme
128 Willis Street, Te Aro, Wellington 6011, New Zealand
Email: admin@bonesfloramoveme.world
Phone: +64 4 385 2626

2. Consumer Rights

Nothing in this Refund Policy limits your rights under the Consumer Guarantees Act 1993 (CGA) or other applicable New Zealand consumer protection legislation. If our services fail to meet the guarantees under the CGA — including that services are carried out with reasonable care and skill, are fit for a particular purpose communicated to us, and are completed within a reasonable time — you may be entitled to a remedy including repair, replacement, or refund.

If you are a consumer in the European Union, you may also have rights under the Consumer Rights Directive and applicable national laws, including a fourteen-day cooling-off period for distance contracts where applicable. Please contact us to discuss your specific circumstances.

Where this policy provides more favourable terms than your statutory minimum rights, the more favourable terms apply. Where statutory rights provide greater protection, those rights prevail.

3. Client Cancellation

3.1 Standard Consultations (45–60 minutes)

  • More than 48 hours before scheduled session: Full refund of the session fee, or free rescheduling to a new date within ninety days.
  • 24 to 48 hours before scheduled session: Refund of fifty percent of the session fee, or one free rescheduling within sixty days.
  • Less than 24 hours before scheduled session: No refund available. Rescheduling may be offered at our discretion subject to a rescheduling fee of NZD 25.
  • No-show without prior notice: No refund. The full session fee is forfeited.

3.2 Extended Sessions and Programmes

Cancellation terms for extended sessions (over sixty minutes) and multi-session programmes are communicated at the time of booking and may differ from standard consultation terms. Please refer to your booking confirmation email for specific conditions.

3.3 How to Cancel

Cancellations must be submitted in writing via email to admin@bonesfloramoveme.world or by telephone to +64 4 385 2626 during business hours (Monday to Friday, 9:00 AM to 5:00 PM NZST). The cancellation timestamp is based on when we receive your communication, not when you send it.

4. Provider Cancellation

If Bonesfloramoveme needs to cancel or postpone a scheduled session due to consultant illness, unforeseen circumstances, or technical issues (for video sessions), we will:

  • Notify you as soon as possible, ideally at least twenty-four hours in advance
  • Offer rescheduling to the earliest mutually convenient time at no additional charge
  • Provide a full refund if rescheduling is not possible or if you prefer a refund over rescheduling

In the event of repeated provider cancellations, you may request a full refund regardless of rescheduling availability.

5. Rescheduling

Clients may reschedule a confirmed session without penalty if the request is made more than forty-eight hours before the scheduled time. One free reschedule is permitted per booking. Additional rescheduling requests may incur a NZD 15 administrative fee.

Rescheduled sessions must take place within ninety days of the original booking date. If a rescheduled session is not completed within this window, the booking is considered forfeited and no refund is available unless exceptional circumstances apply at our discretion.

6. Refund Eligibility

Refunds may be issued under the following circumstances:

  • Cancellation within the timeframes specified in Section 3
  • Provider cancellation as described in Section 4
  • Service not delivered due to technical failure on our end (video sessions)
  • Duplicate payment or billing error
  • Failure to meet Consumer Guarantees Act standards upon demonstrated evidence
  • Programme withdrawal within the cooling-off period where applicable

Refund requests must be submitted within thirty days of the original payment date or scheduled session date, whichever is later, unless a longer period is required by applicable consumer protection law.

7. Non-Refundable Items

The following are generally non-refundable once delivered or accessed:

  • Completed consultation sessions where the service was delivered as agreed
  • Digital educational materials and written session summaries after delivery
  • Administrative fees and rescheduling charges
  • Gift vouchers and promotional packages marked as non-refundable at purchase
  • Services cancelled within the less-than-twenty-four-hours window (Section 3.1)

If you are dissatisfied with a completed session, please contact us within seven days to discuss your concerns. While completed sessions are generally non-refundable, we may offer a complimentary follow-up discussion or partial credit at our discretion on a case-by-case basis.

8. Programme Refunds

8.1 Four-Week Variety Programme

  • Before programme start date: Full refund minus a NZD 30 administrative fee if cancelled more than seven days before start. Fifty percent refund if cancelled within seven days of start.
  • After programme commencement: No refund for remaining sessions. Materials already delivered are non-refundable.
  • Withdrawal due to exceptional circumstances: Partial credit toward future services may be offered at our discretion upon written request with supporting documentation.

8.2 Group Workshops

Group workshop registrations are refundable in full if cancelled more than seventy-two hours before the workshop date. Cancellations within seventy-two hours receive a fifty percent refund. No-shows are non-refundable.

9. Refund Processing

Approved refunds are processed within ten business days of approval confirmation. Refunds are returned to the original payment method used for the purchase. If the original payment method is no longer available, alternative arrangements will be made by mutual agreement.

Please allow an additional five to ten business days for the refund to appear in your account, depending on your bank or payment provider processing times.

You will receive an email confirmation when your refund has been processed, including the refund amount and expected timeline for funds to reach your account.

Refund amounts are calculated in New Zealand Dollars (NZD). If you paid in a different currency, the refund amount may differ slightly due to exchange rate fluctuations and payment processor fees, which are outside our control.

10. Disputes and Complaints

If you disagree with a refund decision, we encourage you to contact us first at admin@bonesfloramoveme.world with a detailed explanation of your concern. We aim to respond to all dispute inquiries within ten business days.

If we cannot resolve the matter informally, New Zealand residents may refer the dispute to:

  • The Disputes Tribunal (for claims up to NZD 30,000)
  • The Commerce Commission for matters related to unfair trading practices
  • The Office of the Privacy Commissioner for data-related concerns

EU residents may also have access to the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

11. Contact Information

For cancellation requests, refund inquiries, or questions about this policy, please contact:

Bonesfloramoveme
128 Willis Street, Te Aro, Wellington 6011, New Zealand
Email: admin@bonesfloramoveme.world
Phone: +64 4 385 2626
Business hours: Monday to Friday, 9:00 AM to 5:00 PM NZST