Refund Policy Content
1. Overview
Flushlifeiu is committed to providing high-quality workplace culture consulting, educational products, and structured programmes. We understand that circumstances may arise where a refund is appropriate. This policy sets out the conditions, timeframes, and procedures for requesting and receiving refunds.
This policy applies to all purchases made directly through Flushlifeiu. If you purchased our services or products through a third-party platform, that platform's refund policy may also apply, and you should contact both us and the platform regarding your request.
2. Your Consumer Rights
Nothing in this Refund Policy limits your rights under the Consumer Guarantees Act 1993 (CGA) or the Fair Trading Act 1986. Under the CGA, services must be carried out with reasonable care and skill, be fit for a particular purpose made known to us, and be completed within a reasonable time. Products must be of acceptable quality, fit for purpose, and match their description.
If our services or products fail to meet a consumer guarantee, you are entitled to a remedy which may include a refund, replacement, or compensation. This policy provides additional clarity on our voluntary refund practices beyond your statutory rights.
3. Consulting Services
Consulting services include culture assessments, facilitated sessions, leadership alignment workshops, and personalised plan development. The following refund conditions apply:
3.1 Before Service Commencement
If you cancel a consulting engagement before any sessions have been delivered, you are entitled to a full refund of fees paid, minus any non-recoverable administrative costs (not exceeding 10% of the total fee). Cancellation must be submitted in writing to hello@flushlifeiu.world at least 14 business days before the scheduled start date.
3.2 After Service Commencement
If consulting sessions have already been delivered, refunds are calculated on a pro-rata basis. You will receive a refund for the portion of services not yet delivered, minus a 15% administrative fee to cover preparation and scheduling costs already incurred.
3.3 Dissatisfaction with Services
If you are dissatisfied with the quality of consulting services, please contact us within 14 days of the relevant session. We will review your concerns and may offer a partial refund, additional sessions at no charge, or another remedy we consider appropriate. We do not issue refunds based on dissatisfaction with general outcomes, as our services provide educational guidance and organisational support without outcome guarantees.
4. Programmes and Challenges
Structured programmes and challenges (such as the Connection Workshop Series, Quiet Hour Initiative, or Boundary Charter Week) are subject to the following refund terms:
4.1 Cancellation Before Start
Full refund available if cancellation is requested at least 21 business days before the programme start date. A 10% administrative fee applies to cancellations made between 7 and 21 business days before the start date.
4.2 Cancellation After Start
No refund is available once a programme has commenced, except where we are unable to deliver the programme as described or where required by the Consumer Guarantees Act.
4.3 Programme Transfer
As an alternative to cancellation, you may transfer your enrolment to a future programme date at no additional charge, provided we receive written notice at least 7 business days before the original start date. Transfers are available once per enrolment.
5. Educational Products
Educational products include digital workbooks, reference guides, meeting design toolkits, and other self-paced learning materials.
5.1 Digital Products
Due to the nature of digital products, refunds are generally not available once the product has been downloaded or accessed. However, if a digital product is materially different from its description, contains significant errors, or is inaccessible due to technical issues on our end, we will provide a full refund or replacement within 30 days of purchase.
5.2 Physical Products
Physical educational materials may be returned within 14 days of delivery if they are unused, in their original packaging, and in resalable condition. Return shipping costs are the responsibility of the purchaser unless the return is due to our error (wrong item shipped or defective product).
5.3 Bundled Products
If you purchased a bundle containing both digital and physical products, the refund will be calculated based on the individual product values and the conditions applicable to each product type.
6. Non-Refundable Items
The following items and circumstances are not eligible for refunds:
- Services that have been fully delivered as described in the purchase agreement
- Custom-developed materials created specifically for your organisation
- Third-party fees or charges incurred on your behalf during service delivery
- Programmes cancelled with less than 7 business days notice before the start date
- Digital products that have been downloaded, accessed, or used
- Requests made more than 60 days after the date of purchase, except where required by law
7. Refund Process
To request a refund, please follow these steps:
- Send an email to hello@flushlifeiu.world with the subject line "Refund Request" including your full name, order or invoice reference number, date of purchase, and reason for the refund request.
- Our team will acknowledge your request within 2 business days and review it against this policy.
- We may contact you for additional information or to discuss alternative remedies.
- You will receive a written decision within 10 business days of receiving your complete request.
- If approved, the refund will be processed using the original payment method.
Please retain any relevant documentation such as invoices, receipts, and correspondence related to your purchase, as these may be required to process your refund.
8. Processing Time
Approved refunds are processed within 10 business days of approval. The time for the refund to appear in your account depends on your payment provider:
- Credit or debit card: 5 to 10 business days after processing
- Bank transfer: 3 to 5 business days after processing
- PayPal or digital wallets: 3 to 7 business days after processing
If you have not received your refund within the expected timeframe, please contact us and we will investigate with the payment provider on your behalf.
9. Partial Refunds
Partial refunds may be issued in the following circumstances:
- When a portion of a multi-session consulting engagement has been delivered
- When a programme is cancelled within the late cancellation window (7 to 21 days before start)
- When a bundled product is partially returned or partially used
- When we determine that a partial remedy is more appropriate than a full refund following a quality concern
Partial refund amounts are calculated based on the pro-rata value of undelivered or unused portions, minus any applicable administrative fees as described in the relevant section above.
10. Cancellations by Flushlifeiu
In rare circumstances, we may need to cancel a scheduled programme or consulting engagement. This may occur due to facilitator unavailability, insufficient enrolment, or circumstances beyond our reasonable control. If we cancel a service you have paid for, you will receive a full refund of all fees paid, or the option to transfer to an alternative date or service of equal value.
We will provide as much advance notice as possible in the event of a cancellation and will work with you to find a satisfactory alternative.
11. Disputes
If you disagree with our decision regarding a refund request, you may request a further review by contacting us with additional supporting information. We will conduct a secondary review within 10 business days.
If the matter remains unresolved, you may refer your complaint to the Office of the Privacy Commissioner (for data-related matters) or seek resolution through the Disputes Tribunal of New Zealand (for claims up to $30,000) or other appropriate dispute resolution mechanisms available under New Zealand law.
12. Contact Us
For refund requests or questions about this policy, please contact us:
- Organisation: Flushlifeiu
- Address: 57 Willis Street, Wellington Central, Wellington 6011, New Zealand
- Email: hello@flushlifeiu.world
- Phone: +64 4 499 4245