1. Introduction
Lovelyneckalive (“we”, “us”) provides nutrition consulting and educational programs. We want you to be clear about when money-back or cancellation rights apply. This policy supplements—and does not replace—any written service agreement, order summary, or statutory rights you may have under the laws of New Zealand or your home country.
Unless we state otherwise in your purchase confirmation, all amounts are in New Zealand dollars (NZD) and exclude bank or card fees charged by your financial institution.
2. Digital products and educational content
Many of our educational offerings are delivered digitally (downloads, portal access, video libraries, PDFs, templates). Once you have accessed the core materials—defined as logging in to a member area, downloading the primary resource pack, or attending the first scheduled live cohort session—you acknowledge that performance of the service has begun and the usual cooling-off exceptions for digital content may apply under consumer law.
2.1 General rule
Except where mandatory law requires otherwise, fees for digital programs are non-refundable after access has commenced, because the knowledge cannot be “returned” and we incur costs preparing your materials and facilitator time.
2.2 Pre-access refunds
If you cancel before accessing any digital content and at least 48 hours before a live kick-off session (where applicable), you may request a full refund within 14 days of payment. We will confirm eligibility based on server access logs and attendance registers.
2.3 Technical failure
If you are unable to access purchased content due to a fault on our side, notify us within 48 hours of purchase. We will first attempt remediation (for example re-sending links, repairing files, or granting alternate access). If we cannot restore access within 5 business days, you may receive a full refund of amounts paid for that specific product.
3. Consulting services
3.1 Discovery or introductory calls
Where we offer a paid introductory consultation, you may request a refund of that session fee if you notify us within 7 calendar days of the session and explain a material service issue (for example failure to deliver the booked time without reasonable notice). Refunds are limited to the session fee and exclude add-ons already consumed.
3.2 Multi-session packages
When you purchase a bundle of sessions at a discounted package rate, the discount is conditional on completing the programme. If you withdraw after the first session has been delivered, no refund is due for unused sessions unless we agree otherwise in writing or a mandatory consumer law applies.
If we materially fail to deliver scheduled sessions (excluding rescheduling for illness or emergencies with reasonable notice), you may elect to: (a) reschedule; (b) receive a credit toward another service; or (c) receive a proportional refund for undelivered sessions, calculated using the standard non-discounted hourly rate applied to completed sessions.
3.3 Deposits and retainers
Non-refundable deposits, if stated on your invoice, compensate us for administrative setup, reserved calendar blocks, or pre-work. Deposits may be credited toward future services within the timeframe specified on your agreement.
4. Live events and group workshops
For in-person or live online workshops:
- Cancellations more than 14 days before the event may receive a full refund minus any non-recoverable venue or catering deposits we already paid.
- Cancellations 7–14 days before may receive a 50% refund or a transfer to a future date.
- Cancellations within 7 days are generally non-refundable but we may offer a credit at our discretion.
If we cancel an event, you will receive a full refund or the option to apply fees to another date.
5. How to request a refund
- Email service@lovelyneckalive.world with the subject line “Refund request”.
- Include your full name, purchase email, invoice or order reference, service name, and purchase date.
- Describe the reason for your request and attach any relevant screenshots (for technical issues).
- Allow up to 10 business days for assessment; complex cases may require additional time—we will notify you if so.
Approved refunds are processed to the original payment method. If that method is no longer valid, we may require alternate verification before issuing store credit or a bank transfer (where available).
6. Refund timing
Once approved, we initiate refunds within 5–10 business days. Card issuers and banks may take an additional 3–10 business days to post funds to your account. PayPal or digital wallet timelines depend on the provider.
7. Non-refundable and limited situations
Unless mandatory law provides otherwise, refunds are generally not available for:
- Services fully performed or sessions you failed to attend without giving at least 24 hours’ notice (no-show fees may apply as stated in your booking).
- Change of mind after digital access has started, except within any statutory cooling-off window that cannot be contracted away.
- Third-party fees (merchant surcharges, currency conversion, or international wire charges).
- Promotional offers clearly labelled “final sale” or equivalent, if permitted by law.
- Requests made more than 30 days after the date of purchase for consumable consulting time already elapsed.
8. Chargebacks and payment disputes
Please contact us before initiating a chargeback or payment dispute. Many issues—such as duplicate charges or access errors—can be resolved faster directly. If you file a chargeback without a legitimate basis, we may suspend services, close accounts, and pursue recovery of chargeback fees where permitted.
9. Consumer guarantees (New Zealand)
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986 where you qualify as a consumer under those Acts. If there is any inconsistency between this policy and a non-excludable guarantee, the guarantee prevails.
10. Fair remedy structure
In disputes we may offer a combination of partial refunds, service credits, or extended access where that represents a fair outcome relative to the nature of the issue and value already delivered.
11. Changes to this policy
We may update this Refund & Returns Policy to reflect new products, pricing models, or legal requirements. The Last updated date reflects today’s calendar date when you view this page; the detailed rules in each section govern refunds for purchases made under the version in force at the time of payment unless we notify you of retrospective changes required by law.
12. Contact
Lovelyneckalive
Address: 35 Queen Street, Upper Hutt Central, Upper Hutt 5018, New Zealand
Phone: +64 4 528 5858
Email: service@lovelyneckalive.world
We aim to acknowledge refund correspondence within 2 business days.