Refund Policy

We want you to feel comfortable arranging a conversation with us. This policy sets out, in plain terms, what happens if plans change. Because our service is consultative and informational, the approach below is designed to be reasonable for both sides.

1. Scope of this policy

This policy applies to paid informational consultations booked with Restoreliving, whether held in our studio, online or on site. It does not apply to free initial enquiries, which carry no charge and therefore no refund.

2. Bookings and payment

A consultation is confirmed once a time has been agreed and any applicable fee has been arranged. We will always confirm the format, duration and fee in writing before a session is treated as booked, so there are no surprises.

3. Cancellation by you

If you need to cancel, please let us know as early as you reasonably can. Our standard approach is:

• More than 48 hours before the session: you may cancel for a full refund of any fee paid.
• Between 24 and 48 hours before: you may receive a partial refund, or the option to move the fee to a rescheduled session.
• Less than 24 hours before, or non-attendance: the fee may be retained to cover the reserved time, at our reasonable discretion.

We understand that genuine emergencies happen, and we will always consider individual circumstances with goodwill.

4. Rescheduling

If you would prefer to move your session rather than cancel, we are happy to reschedule once at no extra charge, provided you give us reasonable notice. Further changes may be accommodated where our calendar allows.

5. Cancellation by us

On the rare occasion that we need to cancel or postpone a confirmed session, we will offer you the choice of a suitable alternative time or a full refund of any fee paid for that session. We will give you as much notice as we reasonably can.

6. How refunds are issued

Where a refund is due, we will process it using the original payment method where possible. Refunds are typically completed within ten (10) business days of agreement, though the exact timing can depend on your payment provider.

7. Non-refundable items

Some elements may be non-refundable once delivered, for example a written summary that has already been prepared and sent to you, or a session that has already taken place. We will always make clear in advance if any part of a booking is non-refundable.

8. Your consumer rights

Nothing in this policy limits the rights you may have under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other consumer protection law that applies to you. If a service is not provided with reasonable care and skill, you may be entitled to a remedy regardless of the timeframes above.

9. How to request a refund or change

To cancel, reschedule or request a refund, simply contact us using the details below or via our contact page. Please include the date of your booking and a brief note of what you would like to do, so we can respond quickly.

10. Contact us

For anything related to bookings or refunds, please reach out:

This Refund Policy is provided for general information and does not constitute legal advice.