Return and Cancellation Policy: Fairness and Clarity for Our Clients

1. Nature of Our Services

Flexiblelivingau provides professional corporate wellbeing services, including the design, facilitation, and implementation of active break programs and office health workshops. These services are delivered on agreed-upon dates and times, often involving resource allocation and scheduling commitments on our part. This policy applies to all such service engagements.

2. Application of New Zealand Consumer Law

While our services are primarily B2B (business-to-business), any non-excludable statutory rights and protections under New Zealand law, such as the Consumer Guarantees Act 1993 or the Fair Trading Act 1986, will be respected and upheld where applicable. For business-to-business contracts, the terms outlined in your signed proposal or service agreement will primarily govern, alongside this policy.

3. Client Cancellation of Programs or Sessions Before Delivery

We understand that organizational plans can change. Our cancellation terms are designed to balance flexibility with the need to cover administrative and preparatory costs:

• 14 Business Days or More Notice: If a cancellation request is received fourteen (14) or more business days prior to the first scheduled session or program start date, a full refund of any prepaid fees will be issued, minus any documented, non-recoverable third-party costs (e.g., specific materials procured, venue deposits if not covered by client).
• 7 to 13 Business Days Notice: For cancellations received between seven (7) and thirteen (13) business days before the scheduled start, a credit equivalent to fifty percent (50%) of the prepaid fees will be issued. This credit can be applied towards future Flexiblelivingau services and is valid for twelve (12) months from the date of issue.
• Less than 7 Business Days Notice: Cancellations received less than seven (7) business days prior to the scheduled start will result in the forfeiture of all prepaid amounts. Exceptions may be made in cases of force majeure (e.g., natural disaster, widespread public health emergency) at our sole discretion, requiring appropriate documentation.

4. Rescheduling Policy

We aim to be flexible for unforeseen circumstances. Our rescheduling terms are as follows:

• Complimentary Reschedule: Clients are entitled to one (1) complimentary reschedule per booked program or session, provided at least forty-eight (48) hours' prior notice is given before the original scheduled time.
• Additional Reschedules: Subsequent rescheduling requests or requests made with less than forty-eight (48) hours' notice may incur an administration fee of NZD ninety (NZD 90) per instance to cover coordination and logistics.
• No-Show Policy: Failure to provide access to the agreed-upon location or virtual platform at the confirmed scheduled time will be treated as a late cancellation and may result in forfeiture of the session without refund or credit.

5. Flexiblelivingau's Cancellation of Services

In rare instances, Flexiblelivingau may need to cancel or reschedule a session due to unforeseen circumstances (e.g., facilitator illness, critical operational issues, severe weather impacting travel). In such cases:

• We will offer to reschedule the session(s) at no additional charge to the client.
• If rescheduling is not feasible or mutually agreeable, a pro-rata refund will be issued for the specific un-delivered session(s).

Flexiblelivingau will not be liable for any indirect or consequential costs incurred by the client (e.g., venue hire, internal staff time) as a result of our cancellation, unless explicitly agreed upon in a separate written agreement.

6. Digital Materials and Intellectual Property

Any digital program materials, guides, or resources provided electronically are non-returnable and non-refundable once they have been accessed or downloaded. In the event of documented technical defects with digital files, we will provide replacement files promptly at no charge.

The provision of digital materials does not grant the client ownership of Flexiblelivingau's intellectual property. Usage is governed by the Terms of Use and specific licensing terms outlined in your service agreement.

7. Partial Program Completion and Refunds

If a client decides to terminate a multi-session program package prematurely after some sessions have been delivered, fees for all completed sessions are non-refundable. Any refunds or credits for the remaining un-delivered portion of the program will be at the sole discretion of Flexiblelivingau, taking into account the reasons for early termination and any documented service quality concerns raised within five (5) business days of the last delivered session.

8. Dispute Resolution

We are committed to resolving any concerns or disputes promptly and fairly. Should you have a complaint or wish to discuss a claim related to our services, please contact our program coordination team at welcome@flexiblelivingau.world, providing your organization name and invoice number where applicable. We aim to acknowledge and address all concerns within ten (10) business days. Unresolved disputes may be escalated to mediation before pursuing legal remedies, with governance under New Zealand law.

9. How to Request a Cancellation or Refund

All requests for program cancellation, rescheduling, or refunds must be submitted in writing. Please use our official Contact Form or email us at welcome@flexiblelivingau.world. Ensure you include:

• Your organization's name and primary contact.
• The relevant program name or invoice number.
• A clear explanation of your request (e.g., cancellation, reschedule, refund claim).
• Supporting documentation if applicable (e.g., force majeure event details).

Approved refunds will be processed to the original payment method within fourteen (14) business days of approval. We will confirm receipt of your request and keep you informed of its status.