Refund Policy

1. Introduction

This Refund Policy outlines the conditions under which Cleansesweeppure ("we", "us", or "our") provides refunds for coaching sessions, educational programmes, challenges, and digital products purchased through our website at cleansesweeppure.world or directly at our Auckland office. We are committed to fair and transparent refund practices that comply with the Consumer Guarantees Act 1993 of New Zealand and applicable consumer protection regulations.

By purchasing any of our services or products, you acknowledge that you have read and understood this Refund Policy. This policy should be read in conjunction with our Terms of Use and any specific terms provided at the time of purchase.

Business details: Cleansesweeppure, Shop 8, 239 Queen St, Auckland 1010, New Zealand. Email: admin@cleansesweeppure.world | Phone: +64 9 969 1800.

2. General Principles

We strive to ensure that every client and programme participant receives value from their investment in our coaching and educational services. Because our offerings involve personalised guidance, scheduled sessions, and digital content delivery, refund eligibility depends on the type of service purchased, the stage of delivery, and the circumstances of the refund request.

All refund requests must be submitted in writing to admin@cleansesweeppure.world and include your full name, order or enrolment reference, date of purchase, and a clear explanation of the reason for the request. We aim to acknowledge all refund requests within three business days and provide a decision within ten business days.

3. Individual Coaching Sessions

3.1 Single Session Purchases

For individually purchased coaching sessions that have not yet been conducted:

• More than forty-eight hours before the scheduled session: Full refund of the session fee, processed within ten business days of the approved request.
• Between twenty-four and forty-eight hours before the scheduled session: Fifty percent (50%) refund of the session fee, reflecting the administrative and scheduling costs incurred.
• Less than twenty-four hours before the scheduled session, or non-attendance without prior notice: No refund is available. The session is considered forfeited.

3.2 Coaching Session Packages

For packages of multiple coaching sessions purchased together at a discounted rate:

• Unused sessions may be refunded on a pro-rata basis calculated at the standard single-session rate, not the discounted package rate, if the refund request is made within thirty days of purchase and before fifty percent of the sessions have been completed.
• After fifty percent of package sessions have been completed, no refund is available for remaining sessions except in cases of documented exceptional circumstances at our discretion.
• A processing fee of NZD $25 may be deducted from package refunds to cover administrative costs.

3.3 Completed Sessions

Coaching sessions that have already been conducted are non-refundable. If you are dissatisfied with a completed session, please contact us within seven days to discuss the matter. We may offer a complimentary follow-up conversation or session credit at our discretion, but this does not constitute an obligation.

4. Eight-Week Balance Challenge Programme

The Eight-Week Balance Challenge is a structured group programme with defined start dates, weekly modules, and facilitated discussions. Refund terms are as follows:

• Before programme start date: Full refund minus a NZD $50 administrative fee, provided the request is received at least seven days before the programme commences.
• Within the first seven days after programme start: Seventy-five percent (75%) refund if you have accessed no more than one weekly module and have not participated in group discussions.
• After seven days from programme start: No refund is available, as programme materials, facilitator time, and group resources have been allocated.
• Programme cancellation by us: If we cancel a programme before it begins, you will receive a full refund within fourteen business days. If we cancel mid-programme due to unforeseen circumstances, a pro-rata refund will be issued for undelivered weeks.

Transfer of your enrolment to a future programme cohort may be offered as an alternative to a refund, subject to availability and your agreement.

5. Digital Resource Library and Educational Products

5.1 Digital Downloads

For individually purchased downloadable educational products such as workbooks, planners, and audio collections:

• A full refund is available within fourteen days of purchase if you have not downloaded or accessed the digital content.
• Once digital content has been downloaded or accessed, no refund is available due to the nature of digital goods and immediate delivery.
• If a technical defect prevents you from accessing purchased content, contact us for a replacement file or full refund regardless of the access status.

5.2 Resource Library Subscriptions

For time-limited access to our digital resource library included with programme enrolment or purchased separately:

• Annual library access purchased independently: pro-rata refund for unused months if requested within thirty days of purchase, minus a NZD $30 administrative fee.
• Library access included with a coaching programme: governed by the refund terms of the parent programme.
• Alumni library access granted upon programme completion: non-refundable as it is a complimentary benefit.

6. Consultation and Discovery Calls

Introductory consultation calls offered at no charge are not subject to refund terms as no payment is collected. Paid discovery sessions follow the same cancellation and refund terms as individual coaching sessions described in Section 3.1.

7. Exceptional Circumstances

We recognise that unforeseen personal or professional circumstances may affect your ability to participate in purchased services. In the following situations, we may offer refunds or credits beyond the standard policy, assessed on a case-by-case basis:

• Serious illness or injury supported by documentation from a registered medical practitioner
• Bereavement of an immediate family member
• Relocations outside New Zealand that make continued participation impractical
• Significant changes in employment status resulting in financial hardship
• Service delivery failures attributable to Cleansesweeppure, including missed sessions on our part or technical issues preventing programme access

Exceptional circumstance requests must include supporting documentation where applicable and will be reviewed by our management team within ten business days.

8. How to Request a Refund

To initiate a refund request, please follow these steps:

1. Send an email to admin@cleansesweeppure.world with the subject line "Refund Request — [Your Name]"
2. Include your full name, email address used for purchase, order or enrolment reference number, date of purchase, and service or product purchased
3. Provide a clear explanation of the reason for your refund request
4. Attach any supporting documentation if claiming under exceptional circumstances

Alternatively, you may submit a written request by post to: Cleansesweeppure, Shop 8, 239 Queen St, Auckland 1010, New Zealand. Postal requests are processed upon receipt and may take additional time compared to email submissions.

9. Refund Processing

Approved refunds are processed as follows:

• Refunds are issued to the original payment method used for the purchase
• Credit card refunds typically appear within five to ten business days, depending on your financial institution
• Bank transfer refunds are processed within ten business days of approval
• Cash payments made at our Auckland office are refunded via bank transfer; you must provide account details for processing
• A confirmation email is sent once the refund has been initiated

We do not charge refund processing fees beyond those specified in individual service categories above. Currency conversions, if applicable, are handled at the exchange rate determined by your payment provider.

10. Chargebacks and Disputes

We encourage you to contact us directly to resolve any billing concerns before initiating a chargeback with your bank or payment provider. Chargebacks initiated without prior communication may result in suspension of access to active programmes and services pending resolution. We will cooperate fully with payment providers during dispute investigations and provide relevant transaction records.

11. Consumer Rights

Nothing in this Refund Policy limits your rights under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer protection legislation. If our services fail to meet consumer guarantees regarding acceptable quality, fitness for purpose, or match their description, you may be entitled to remedies including repair, replacement, or refund regardless of the terms stated above.

For consumers in the European Union or United Kingdom, statutory withdrawal rights for distance contracts may apply to certain purchases. Digital content delivered immediately with your express consent and acknowledgement of waiver may be exempt from the standard fourteen-day withdrawal period under applicable regulations.

12. Changes to This Policy

We may update this Refund Policy to reflect changes in our service offerings, pricing structures, or legal requirements. The date at the top of this page indicates the most recent revision. Changes apply to purchases made after the updated policy is published. Purchases made before a policy update are governed by the policy in effect at the time of purchase.

13. Contact Us

For refund enquiries or assistance with the refund process, please contact:

Cleansesweeppure — Refund Enquiries
Shop 8, 239 Queen St, Auckland 1010, New Zealand
Email: admin@cleansesweeppure.world
Phone: +64 9 969 1800
Office hours: Monday to Friday, 9:00 AM – 5:30 PM (NZST)