Refund Policy
Last Updated: January 2025
1. Overview
This Refund Policy outlines the terms and conditions for refunds related to any paid services or products offered by Tendonaeclearur. We are committed to customer satisfaction and fair business practices.
Business Name: Tendonaeclearur
Contact Person: James McKenzie
Address: 18-32 Manners Street, Wellington 6011, New Zealand
Phone: +64 4 471 0726
Email: touch@tendonaeclearur.world
2. Free Services
Currently, the primary content and resources available on our website are provided free of charge. This includes:
- Walking track information
- Outdoor wellbeing resources
- Educational content about nature connection
- General information about outdoor activities in New Zealand
As these services are free, no refunds are applicable for accessing this content.
3. Paid Services and Products
Should we offer paid services, products, or premium content in the future, the following refund terms will apply:
3.1 Digital Products and Services
Refund Period: 14 days from the date of purchase
Conditions:
- Refund requests must be submitted within 14 days of purchase
- Digital products that have been downloaded or accessed may not be eligible for refund
- Services that have been substantially used or consumed may not be eligible for refund
- Proof of purchase must be provided
3.2 Physical Products
Refund Period: 30 days from the date of delivery
Conditions:
- Products must be returned in original condition with all packaging and materials
- Products must not show signs of use or damage
- Customer is responsible for return shipping costs unless the product is defective
- Proof of purchase must be provided
3.3 Event Tickets or Bookings
Cancellation Period: Varies by event
Conditions:
- Cancellations made 30+ days before the event: Full refund minus processing fee
- Cancellations made 14-29 days before the event: 50% refund
- Cancellations made less than 14 days before the event: No refund
- Event cancellations by organizer: Full refund or alternative date offered
4. Non-Refundable Items
The following items are not eligible for refunds:
- Downloadable digital content that has been accessed or downloaded
- Personalized or customized products
- Services that have been fully rendered
- Gift cards or vouchers (unless required by law)
- Products marked as "final sale" or "non-refundable" at time of purchase
- Processing fees and transaction charges
5. How to Request a Refund
To request a refund, please follow these steps:
- Contact Us: Email touch@tendonaeclearur.world with "Refund Request" in the subject line
- Provide Information: Include your order number, purchase date, product/service name, and reason for refund
- Await Response: We will review your request and respond within 5 business days
- Return Products (if applicable): Follow instructions provided for returning physical products
- Receive Refund: Approved refunds will be processed within 10 business days
6. Refund Processing
6.1 Processing Time
Once a refund is approved:
- Refunds will be processed within 10 business days
- Refunds will be issued to the original payment method
- Bank processing times may vary (typically 5-10 business days)
- You will receive email confirmation when the refund is processed
6.2 Partial Refunds
Partial refunds may be granted in the following situations:
- Products showing signs of use or minor damage
- Products returned without original packaging
- Services partially consumed
- Late cancellations within specified timeframes
7. Defective or Damaged Products
If you receive a defective or damaged product:
- Contact us within 7 days of receiving the product
- Provide photos of the defect or damage
- We will offer a replacement, repair, or full refund (including shipping costs)
- Return shipping for defective products will be covered by us
8. Incorrect or Missing Items
If you receive incorrect or missing items:
- Contact us within 7 days of receiving your order
- Provide your order number and details of the issue
- We will send the correct items at no additional cost
- No return of incorrect items is required unless requested
9. Cancellations
9.1 Customer-Initiated Cancellations
You may cancel an order before it has been processed or shipped:
- Contact us immediately at touch@tendonaeclearur.world
- Provide your order number and request cancellation
- If the order has not been processed, full refund will be issued
- If the order has been processed or shipped, standard refund policy applies
9.2 Company-Initiated Cancellations
We reserve the right to cancel orders in the following circumstances:
- Product unavailability or stock issues
- Pricing errors or technical issues
- Suspected fraudulent activity
- Inability to verify payment information
In such cases, you will receive a full refund and email notification explaining the cancellation.
10. Consumer Rights
This Refund Policy does not affect your statutory rights under New Zealand consumer protection laws, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.
Under New Zealand law, you are entitled to:
- Products of acceptable quality
- Products fit for purpose
- Products matching their description
- Remedies for defective products (repair, replacement, or refund)
If you are located in the European Union, you have additional rights under EU consumer protection directives, including a 14-day cooling-off period for distance purchases.
11. Exceptions and Special Circumstances
We may make exceptions to this policy in special circumstances, such as:
- Medical emergencies preventing service use
- Natural disasters or force majeure events
- Technical issues on our end preventing service delivery
- Other extraordinary circumstances at our discretion
Contact us to discuss your specific situation.
12. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website with an updated "Last Updated" date. Your continued use of our services after changes are posted constitutes acceptance of the modified policy.
Significant changes will be communicated via email to customers who have made purchases.
13. Contact Us
If you have questions about this Refund Policy or need to request a refund, please contact us:
Contact Person: James McKenzie
Email: touch@tendonaeclearur.world
Phone: +64 4 471 0726
Mail: Tendonaeclearur, 18-32 Manners Street, Wellington 6011, New Zealand
Business Hours: Monday-Friday, 9:00 AM - 5:00 PM NZST
14. Dispute Resolution
If you are not satisfied with our response to your refund request, you may:
- Request escalation to a senior manager
- Contact Disputes Tribunal (New Zealand) for disputes under NZD $30,000
- Seek advice from Consumer Protection (www.consumerprotection.govt.nz)
- Contact your local consumer protection agency if outside New Zealand