Transparent refund conditions for sessions, plans, and educational products.
Effective date:
This Refund Policy explains when Expelliving may issue refunds or credits for functional training sessions, consulting appointments, personalised plans, educational products, and structured programs. It supplements our Terms of Use and does not limit mandatory consumer rights under New Zealand law.
Business details: Expelliving, 12 Pahau Avenue, Tikipunga, Whangārei 0112, New Zealand. Phone: +64 9 434 4659. Email: admin@expelliving.world.
We aim to handle refund requests fairly and promptly. Refunds are assessed based on the product type, timing of cancellation, and whether services have been delivered or digital materials accessed. Approved refunds are returned to the original payment method unless otherwise agreed.
Processing times depend on banks and card issuers, typically 5–10 business days after approval.
If you cancel at least 24 hours before a scheduled session or consult, you may receive a full credit toward a future booking or a refund at our discretion if no suitable alternative time exists.
Cancellations within 24 hours of the start time are generally non-refundable unless exceptional circumstances apply (documented illness preventing travel, severe weather warnings). We review cases individually without guaranteeing approval.
If we cancel due to coach illness, facility closure, or safety concerns, you receive a reschedule option or full refund for the affected session.
Failure to attend without notice does not qualify for a refund because the time slot cannot be reallocated at short notice.
Prepaid packages may be refunded on a pro-rata basis for unused sessions if you notify us in writing within 14 days of purchase and have used no more than one session from the package. Administrative fees up to 10% of the remaining value may apply to cover booking and payment processing costs.
After 14 days or after more than one session is used, packages are non-refundable except where required by consumer law.
Custom written plans are non-refundable once delivered electronically or in print because preparation labour cannot be reversed. If you cancel before work begins, you may receive a full refund minus any disclosed planning deposit.
If factual errors in your plan are identified within 7 days of delivery, we will revise the document at no charge rather than issue a cash refund unless revision is not feasible.
Digital slide decks, journals, and video collections may be refunded within 14 days of purchase if you have not downloaded or streamed more than 20% of the content. Access logs are used to verify usage.
Physical materials in unused condition may be returned within 14 days; return shipping is your responsibility unless the product was defective on arrival.
Program fees are refundable within 7 days of the official start date if you have not accessed week-one materials. After materials are accessed or the program begins, fees are non-refundable except where we cancel the program entirely.
Partial completion does not entitle you to a refund based on perceived progress or fitness changes. Outcomes vary and are not guaranteed.
Submit requests via our contact form or email admin@expelliving.world with:
We acknowledge requests within 3 business days and provide a decision within 10 business days where possible.
Please contact us before initiating a payment chargeback so we can review your concern. Unfounded chargebacks may result in suspension of future bookings while the dispute is investigated.
Under the Consumer Guarantees Act 1993, services must be carried out with reasonable care and skill and match descriptions provided. If a guarantee is breached, you may be entitled to remedies that we will assess in line with statutory requirements, which may include refund, repeat service, or compensation.
We may update this Refund Policy. The effective date at the top indicates the current version. Purchases made before an update are generally handled under the policy in effect at purchase unless law requires otherwise.