1. Overview
At Strongfresh, we aim to provide clear and fair refund terms for all paid services related to our community walking initiatives. This policy applies to personalised route plans, consulting sessions, educational product purchases, and paid walking programmes offered through our website and direct communications.
Free services, including access to basic route information and free community programmes, are not subject to refund provisions as no payment is collected. This policy is designed to comply with the New Zealand Consumer Guarantees Act 1993 and applicable consumer protection regulations for international customers where relevant.
2. Consumer Rights
Nothing in this Refund Policy limits your statutory rights under the Consumer Guarantees Act 1993 or other applicable consumer protection legislation. If our services fail to meet guaranteed standards of acceptable quality, fit for purpose, or match their description, you may be entitled to remedies including repair, replacement, or refund regardless of the specific terms outlined below.
If you believe a service did not meet reasonable expectations, contact us at admin@strongfresh.world before requesting a refund under this policy. We will work with you to understand the issue and explore appropriate resolution options.
3. Personalised Route Plans
3.1 Before Delivery
If you cancel a personalised route plan request before we begin preparing your document, you are entitled to a full refund of any payment made. Cancellation must be submitted in writing via email to admin@strongfresh.world with your order reference or confirmation details.
3.2 After Delivery
Once a personalised route plan has been delivered to you, refunds are available within 14 days of delivery if the plan materially fails to address the specifications agreed upon at the time of purchase. Minor variations in route suggestions due to seasonal conditions or updated trail information do not constitute grounds for refund.
3.3 Non-Refundable Circumstances
Refunds are not available for personalised route plans where the delivered content matches agreed specifications but you subsequently decide not to use the suggested routes, or where changes in personal circumstances prevent you from walking the recommended paths.
4. Consulting and Guidance Sessions
4.1 Cancellation by Customer
Cancellations made more than 48 hours before a scheduled consulting session receive a full refund. Cancellations made between 24 and 48 hours before the session receive a 50% refund. Cancellations made less than 24 hours before the session or non-attendance without prior notice are not eligible for refund.
4.2 Cancellation by Strongfresh
If we cancel a consulting session due to staff unavailability or other operational reasons, you may choose between a full refund or rescheduling at no additional cost. We will provide at least 24 hours notice of cancellation where possible.
4.3 Session Completion
Consulting sessions that have been completed as scheduled are not eligible for refund. If you believe a session did not cover the topics agreed upon at booking, contact us within 7 days with specific details for review.
5. Educational Products
5.1 Digital Downloads
Digital educational products, including PDF guides and printable templates, are generally non-refundable once downloaded or accessed, as the content cannot be returned. Exceptions apply where the product is materially defective, corrupted, or substantially different from its description on our website.
5.2 Physical Materials
Physical educational products may be returned within 14 days of receipt if they arrive damaged, defective, or incorrect. Items must be returned in their original condition where possible. Return shipping costs for defective items are covered by Strongfresh; return shipping for change-of-mind returns is the customer's responsibility.
5.3 Bundle Purchases
When educational products are purchased as a bundle at a discounted rate, refunds for individual items within the bundle are calculated proportionally based on the standalone price of each item, not the bundled discount price.
6. Paid Walking Programmes
6.1 Before Programme Start
Full refunds are available for paid programme enrollment cancelled more than 14 days before the programme start date. Cancellations made 7 to 14 days before start receive a 75% refund. Cancellations made less than 7 days before start receive a 50% refund.
6.2 After Programme Start
Once a paid programme has commenced, refunds are calculated on a pro-rata basis for remaining sessions not yet attended, minus a 15% administrative fee. Refund requests must be submitted before the penultimate session of the programme.
6.3 Programme Cancellation by Us
If we cancel an entire programme before it begins, all enrolled participants receive a full refund within 10 business days. If a programme is cancelled after commencement due to circumstances beyond our control, pro-rata refunds are issued for remaining sessions.
6.4 Weather and Safety Cancellations
Individual session cancellations due to weather or safety concerns are rescheduled where possible and do not entitle participants to refunds for those specific sessions. If more than 30% of scheduled sessions are cancelled and cannot be rescheduled, participants may request a pro-rata refund for affected sessions.
7. Refund Request Process
To request a refund, contact us with the following information:
- Your full name and email address used at purchase
- Order or enrollment reference number
- Date of purchase and amount paid
- Service or product for which you are requesting a refund
- Reason for the refund request with relevant details
Submit refund requests to admin@strongfresh.world or by post to 50 Broadway, Newmarket, Auckland 1023, New Zealand. We acknowledge receipt of refund requests within 2 business days and aim to process eligible refunds within 10 business days of approval.
8. Refund Methods
Approved refunds are processed using the original payment method wherever possible. Credit card refunds typically appear within 5 to 10 business days depending on your financial institution. Bank transfer refunds are processed within 10 business days of approval. If the original payment method is no longer available, we will contact you to arrange an alternative refund method.
Refund amounts are issued in New Zealand Dollars. If you paid in a different currency, the refund amount may differ slightly from the original charge due to exchange rate fluctuations, which are outside our control.
9. Partial Refunds and Credits
In some circumstances, we may offer a partial refund or account credit instead of a full refund. Account credits can be applied toward future purchases of our services and educational products within 12 months of issuance. Credits are non-transferable and cannot be exchanged for cash unless required by applicable consumer protection law.
10. Chargebacks and Disputes
We encourage you to contact us directly to resolve any billing concerns before initiating a chargeback with your payment provider. Chargebacks initiated without prior contact may delay resolution and may affect your eligibility for future services. We cooperate fully with payment providers during dispute investigations and provide documentation of services delivered where applicable.
11. Non-Refundable Items
The following are generally not eligible for refund:
- Services fully delivered in accordance with agreed specifications
- Digital products accessed or downloaded without reported defects
- Programme sessions attended without prior cancellation
- Third-party fees or charges not collected by Strongfresh
- Gift purchases after the recipient has accessed the service or product
12. Exceptions and Special Circumstances
We consider refund requests on a case-by-case basis for exceptional circumstances including serious illness, bereavement, or relocation outside the Auckland region that prevents programme participation. Supporting documentation may be requested. Exception approvals are at the discretion of Strongfresh management and do not set precedent for future requests.
13. Changes to This Policy
We may update this Refund Policy to reflect changes in our services, pricing, or legal requirements. Changes apply to purchases made after the updated policy date. Purchases made before a policy update are governed by the policy in effect at the time of purchase. The date at the top of this page indicates the most recent revision.
14. Contact Information
For refund requests, questions about this policy, or assistance with billing matters, contact:
Strongfresh
50 Broadway, Newmarket, Auckland 1023, New Zealand
Email: admin@strongfresh.world
Phone: +64 800 44 44 88
Office Hours: Monday to Friday, 9:00 AM – 5:00 PM NZST
Related policies: Terms of Use | Privacy Policy