Return Policy

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This Return Policy outlines the terms and conditions under which Cartilageiaplane ("we", "us", or "our") handles cancellations, refunds, and service adjustments for our corporate health challenge programmes and wellness packages. As a provider of professional wellness services rather than physical goods, our return policy is structured around service delivery timelines, programme commencement dates, and the nature of customised organisational engagements.

1. Scope

This policy applies to all wellness packages offered by Cartilageiaplane, including the Sprint Challenge Package ($2,450 NZD), Team Wellness Quarterly ($4,890 NZD), and Enterprise Health Programme ($8,750 NZD), as well as any customised corporate health challenge engagements, add-on modules, and supplementary event services purchased through cartilageiaplane.world or via direct agreement with our team.

2. Nature of Our Products

Our products are professional services delivered over defined time periods. Unlike physical merchandise, corporate health challenge programmes involve advance planning, resource allocation, coordinator assignment, and customised materials preparation. Once programme design and setup activities commence, significant resources have been invested on behalf of the client organisation. This service-based model informs our refund and cancellation framework described below.

3. Cooling-Off Period

Organisations that purchase a wellness package online or via written agreement without a prior discovery consultation may cancel within five business days of purchase for a full refund, provided programme delivery has not yet commenced and no customised materials have been prepared. To exercise this cooling-off right, submit a written cancellation request to our team via the contact form or by phone at +64224143487, including your organisation name, purchase reference, and reason for cancellation.

4. Standard Cancellation Terms

4.1 Cancellation Before Programme Start

Cancellations received at least fourteen business days before the agreed programme start date are eligible for a full refund of fees paid, minus a $150 NZD administrative processing fee per engagement. Cancellations received between seven and thirteen business days before the start date are eligible for a fifty percent refund of fees paid. Cancellations received fewer than seven business days before the start date are not eligible for a refund, as programme resources will have been fully allocated.

4.2 Cancellation After Programme Start

Once a corporate health challenge programme has commenced, fees are non-refundable for the current programme period. If a client organisation wishes to discontinue an active programme, we will fulfil all scheduled deliverables through the end of the current week and provide a final participation report. No partial refunds are issued for unused portions of multi-week or multi-month programmes after launch.

4.3 Enterprise Health Programme Cancellation

Due to the extended six-month duration and significant customisation involved in the Enterprise Health Programme, cancellation terms are specified in the individual service agreement. Standard terms require ninety days written notice for early termination, with refunds calculated on a pro-rata basis for undelivered quarterly modules only, minus costs already incurred for custom branding, event bookings, and dedicated staff allocation.

5. Rescheduling

We understand that organisational schedules change. Clients may reschedule a booked programme to a new start date at no additional charge if the request is received at least seven business days before the original start date and the new date falls within ninety days of the original booking. One complimentary reschedule is permitted per engagement. Subsequent reschedule requests may incur a $100 NZD administrative fee. Rescheduling requests received fewer than seven business days before launch are treated as cancellations under Section 4.1.

6. Service Adjustments

If Cartilageiaplane is unable to deliver a programme component due to circumstances within our control, such as coordinator unavailability or platform technical issues, we will provide a substitute deliverable of equal value or extend the programme timeline at no additional cost. If we are unable to provide a satisfactory alternative, the client may request a pro-rata refund for the affected component. Adjustments do not apply to delays caused by client non-responsiveness, incomplete participant enrolment, or force majeure events.

7. Add-On Modules and Events

Supplementary services such as nutrition workshops, yoga sessions, and in-person team events purchased in addition to a base wellness package follow separate cancellation terms. Add-on events may be cancelled up to five business days before the scheduled event date for a full refund. Cancellations within five business days forfeit the add-on fee, as venue and facilitator arrangements will have been confirmed. Digital add-on modules that have been delivered or accessed are non-refundable.

8. Dissatisfaction and Disputes

We are committed to client satisfaction with our corporate health challenge programmes. If your organisation is dissatisfied with programme delivery, contact your assigned client success manager or reach us through connect-hub.html within ten business days of the concern arising. We will investigate the matter, review programme records, and propose a resolution which may include additional support sessions, programme extension, partial credit toward future engagements, or other remedies appropriate to the circumstances. Formal refund requests arising from dissatisfaction are evaluated on a case-by-case basis.

9. Refund Processing

Approved refunds are processed within fourteen business days of cancellation confirmation. Refunds are issued to the original payment method where possible. For bank transfer payments, clients must provide account details for reimbursement. Credit notes valid for twelve months may be offered as an alternative to monetary refunds at the client's discretion. All refund amounts are in New Zealand dollars. GST refunds are processed in accordance with Inland Revenue requirements and reflected on adjusted tax invoices.

10. Non-Refundable Items

The following are non-refundable under all circumstances: administrative processing fees, third-party venue or catering costs already incurred on behalf of the client, custom branding and design work completed for Enterprise Health Programmes, discovery consultation fees when followed by programme purchase, and any services explicitly marked as non-refundable in a signed service agreement.

11. Consumer Guarantees Act

Our services provided to business clients for organisational use are generally not subject to the Consumer Guarantees Act 1993 in the same manner as consumer purchases. However, we voluntarily uphold high service standards and will remedy any failure to deliver services with reasonable care and skill in accordance with the remedies described in this policy and our Terms of Use. Organisations purchasing services for internal employee programmes are encouraged to review contractual terms carefully before engagement.

12. How to Request a Return or Refund

To initiate a cancellation, reschedule, or refund request, contact Cartilageiaplane with the following information: organisation name, primary contact person, purchase or invoice reference number, wellness package purchased, original programme start date, and reason for the request. Submit requests via our contact form at connect-hub.html or by phone at +64224143487 during business hours (Monday to Friday, 8:00 AM to 5:00 PM NZST). Written confirmation of all cancellation and refund decisions will be provided within five business days.

13. Contact Information

For questions about this Return Policy or to discuss your specific situation, contact Cartilageiaplane at 121 Tauhinu Road, Wellington 6022, New Zealand, by phone at +64224143487, or through our contact form at connect-hub.html.