Refund Policy

Last Updated: January 2024

1. Introduction

This Refund Policy outlines the terms and conditions for cancellations, refunds, and credits for services provided by Kholvexxuzphol, operated by Spark New Zealand Limited. We strive to provide fair and transparent policies while maintaining sustainable business operations.

2. Company Information

Company Name: Spark New Zealand Limited
Trading As: Kholvexxuzphol
Address: 167 Victoria Street West, Auckland Central, Auckland 1010, New Zealand
Phone: +64 800 800 123
Email: managers@kholvexxuzphol.world

3. Service Categories

This policy applies to the following service categories:

• Single session bookings (on-site or virtual)
• Workshop and event bookings
• Subscription programs (weekly or bi-weekly sessions)
• Custom program packages

4. Cancellation Policy

4.1 Client-Initiated Cancellations

Single Sessions and Workshops

• More than 7 days before scheduled date: Full refund or credit toward future services
• 3-7 days before scheduled date: 50% refund or full credit toward future services
• Less than 3 days before scheduled date: No refund; 25% credit toward future services
• No-show or same-day cancellation: No refund or credit

Subscription Programs

• Monthly subscriptions: Cancellation with 14 days notice; refund of unused portion on pro-rata basis
• Quarterly subscriptions: Cancellation with 30 days notice; refund of unused portion minus 10% administrative fee
• Annual subscriptions: Cancellation with 60 days notice; refund of unused portion minus 15% administrative fee

4.2 Provider-Initiated Cancellations

If we cancel a session due to facilitator unavailability, unforeseen circumstances, or other reasons:

• Full refund of the affected session
• Option to reschedule at no additional cost
• Credit toward future services with 10% bonus value

5. Refund Eligibility

5.1 Eligible Circumstances

Refunds may be granted in the following situations:

• Cancellation within the timeframes specified above
• Service not delivered as described in the agreement
• Technical issues preventing virtual session participation (our responsibility)
• Facilitator cancellation or unavailability
• Mutual agreement to terminate services

5.2 Non-Eligible Circumstances

Refunds will not be provided for:

• Change of mind after the cancellation deadline
• Participant no-shows or late arrivals
• Low participation rates (minimum numbers not met by client)
• Technical issues on the client's side (internet, equipment)
• Dissatisfaction with general program approach (when delivered as agreed)
• Services already rendered

6. Refund Process

6.1 Requesting a Refund

To request a refund:

• Contact us via email at managers@kholvexxuzphol.world
• Include your booking reference, service date, and reason for cancellation
• Submit the request within the applicable cancellation timeframe

6.2 Processing Time

• Refund requests are reviewed within 3-5 business days
• Approved refunds are processed within 10 business days
• Refunds are issued to the original payment method
• Bank processing may take an additional 5-10 business days

6.3 Notification

You will receive email confirmation when:

• Your refund request is received
• Your refund is approved or denied
• Your refund has been processed

7. Credits and Rescheduling

7.1 Service Credits

Credits may be offered as an alternative to refunds:

• Credits are valid for 12 months from issue date
• Credits can be applied to any service offering
• Credits are non-transferable and non-refundable
• Unused credits expire after the validity period

7.2 Rescheduling

• First reschedule: No fee if requested 48+ hours in advance
• Subsequent reschedules: May incur administrative fee
• Last-minute reschedules: Subject to availability and may incur fees

8. Subscription-Specific Terms

8.1 Pause Options

Subscription programs may be paused for:

• Up to 4 weeks per year without penalty
• Extended periods by mutual agreement
• Pause requests require 7 days notice

8.2 Early Termination

Early termination of subscription programs:

• Requires written notice as specified in cancellation policy
• Refund calculated on pro-rata basis minus applicable fees
• Promotional discounts may be recalculated at standard rates

9. Force Majeure

In cases of force majeure (natural disasters, pandemics, government restrictions, etc.):

• Services may be suspended without penalty to either party
• Alternative delivery methods will be explored (e.g., virtual sessions)
• Refunds or credits will be provided for services that cannot be delivered
• Subscription periods may be extended to account for suspended time

10. Dispute Resolution

If you are dissatisfied with a refund decision:

• Contact us to discuss your concerns
• We will review the situation and provide a detailed explanation
• Escalation to management is available upon request
• Mediation may be pursued for unresolved disputes

11. Consumer Rights

This Refund Policy does not affect your statutory rights under New Zealand consumer protection laws, including the Consumer Guarantees Act 1993. If services fail to meet consumer guarantees, you may be entitled to remedies regardless of this policy.

12. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website with an updated date. Existing bookings will be governed by the policy in effect at the time of booking.

13. Contact Us

For questions about this Refund Policy or to request a refund:

Email: managers@kholvexxuzphol.world
Phone: +64 800 800 123
Mail: Spark New Zealand Limited, 167 Victoria Street West, Auckland Central, Auckland 1010, New Zealand