1. Policy Overview
At Vibeshine, we aim to deliver clear, valuable office comfort coaching and educational services. We understand that circumstances change, and this policy provides transparent guidelines for cancellations, rescheduling, and refunds across all service categories.
This Refund Policy applies to all paid services purchased directly from Vibeshine through our Website, contact form, email, or telephone. It should be read alongside our Terms of Use and Privacy Policy.
Free inquiries, informational content on our Website, and initial consultations offered at no charge are not subject to refund provisions as no payment is involved.
2. Company Details
Vibeshine
Porirua City Centre, Porirua 5022, New Zealand
Phone: +64 22 437 7025
Email: assist@vibeshine.world
Website: https://vibeshine.world
All refund requests should be directed to the email address above with the subject line "Refund Request" followed by your booking reference number or the date of purchase.
3. Coaching Sessions
3.1 One-on-One Coaching
Individual office comfort coaching sessions are subject to the following cancellation and refund terms:
- More than 48 hours before the scheduled session: Full refund of the session fee, or free rescheduling to a new date within six (6) months of the original booking
- 24 to 48 hours before the scheduled session: Refund of fifty percent (50%) of the session fee, or free rescheduling to a new date within three (3) months
- Less than 24 hours before the scheduled session: No refund available. Rescheduling may be offered at our discretion, subject to a rescheduling fee of twenty-five percent (25%) of the session fee
- No-show without prior notice: No refund. The full session fee is forfeited
3.2 Follow-Up Sessions
Follow-up check-in sessions included as part of a coaching package follow the same cancellation timeframes as one-on-one sessions. If a package includes multiple sessions, unused sessions may be refunded on a pro-rata basis if cancellation occurs before any sessions have been delivered.
3.3 Remote Sessions
Video-based coaching sessions follow identical cancellation terms. Technical difficulties on our end that prevent session delivery will result in a full refund or complimentary rescheduling at your choice.
4. Team Workshops
Group workshops and on-site team training sessions have distinct cancellation terms due to planning and resource commitments:
- More than fourteen (14) days before the workshop date: Full refund of all fees paid, or rescheduling to a mutually agreed date within twelve (12) months
- Seven (7) to fourteen (14) days before the workshop date: Refund of seventy-five percent (75%) of fees paid, or rescheduling within six (6) months
- Less than seven (7) days before the workshop date: Refund of fifty percent (50%) of fees paid. Rescheduling may be offered subject to availability and a rescheduling fee
- Reduction in participant count: If the booking organisation reduces participant numbers after confirmation, refunds for removed participants follow the timeframes above based on the date of the change notification
Workshop materials prepared specifically for a cancelled session may not be refundable if customisation work has already been completed. We will communicate any non-refundable preparation costs before processing the refund.
5. Educational Programs
5.1 21-Day Comfort Challenge
The structured 21-day comfort challenge program is subject to the following terms:
- Before program start date: Full refund if requested at least seven (7) days before the program begins
- Within seven (7) days of start date: Refund of seventy-five percent (75%) of the program fee
- After program has started (days 1–7): Refund of fifty percent (50%) of the program fee if requested within the first seven (7) days of the program
- After day seven (7) of the program: No refund available. Access to remaining daily materials continues until the program concludes
5.2 Educational Resource Kits
Digital and physical educational resource kits may be refunded under the following conditions:
- Digital kits: Full refund if requested within fourteen (14) days of purchase and the materials have not been downloaded or accessed
- Physical kits: Full refund if returned in unopened, original condition within thirty (30) days of delivery. Return shipping costs are the responsibility of the purchaser unless the kit was defective or incorrectly shipped
6. Digital Products
All digital products, including downloadable guides, video recordings of workshops, and online access portals, are subject to these additional terms:
- Once digital content has been downloaded, streamed, or accessed, it is considered delivered and is generally not eligible for refund
- If a digital product is technically defective or materially different from its description, contact us within fourteen (14) days for a replacement or full refund
- Access credentials issued for online portals remain valid for the period stated at purchase, regardless of refund status for other components of a bundled package
7. Cancellations by Us
Vibeshine reserves the right to cancel or reschedule any service due to circumstances including but not limited to:
- Coach illness or unavailability
- Severe weather or natural events affecting safe travel or facility access
- Insufficient enrolment for group programs
- Technical failures preventing delivery of remote services
- Force majeure events beyond our reasonable control
When we cancel a service, you will be offered the choice of:
- A full refund of all fees paid for the cancelled service, processed within fourteen (14) business days
- Rescheduling to the next available date at no additional cost
- Credit toward a different service of equal or greater value, with any price difference refunded or invoiced as applicable
We will notify you of cancellations as early as possible via the contact method provided at booking.
8. How to Request a Refund
To request a refund or cancellation, please follow these steps:
- Send an email to assist@vibeshine.world with the subject line "Refund Request"
- Include your full name, email address used at booking, date of purchase, and service type
- Provide your booking reference number if available
- State the reason for your refund request (optional but helpful for our records)
- Indicate whether you prefer a refund or rescheduling where both options are available
We aim to acknowledge refund requests within two (2) business days and provide a decision within five (5) business days. Complex cases involving partial delivery or custom materials may require additional review time, and we will keep you informed of the expected timeline.
9. Refund Processing
Approved refunds are processed as follows:
- Payment method: Refunds are returned to the original payment method used at purchase. We cannot process refunds to a different card or account
- Processing time: Refunds are initiated within fourteen (14) business days of approval. Bank processing may take an additional five (5) to ten (10) business days before funds appear in your account
- Currency: All refunds are processed in New Zealand Dollars (NZD). If your payment was made in a different currency, the refunded amount may differ slightly due to exchange rate fluctuations applied by your bank
- Partial refunds: Where partial refunds apply, the calculation is based on the fee schedule in the relevant section above, applied to the total amount paid
- GST: Refunds include any Goods and Services Tax (GST) originally charged, where applicable
You will receive email confirmation when a refund has been processed, including the amount and expected arrival timeframe.
10. Consumer Rights
This Refund Policy operates in addition to your statutory rights under New Zealand consumer protection law, including the Consumer Guarantees Act 1993 (CGA). Under the CGA, services must be:
- Carried out with reasonable care and skill
- Fit for any particular purpose you told us about before purchase
- Completed within a reasonable time when no timeframe was agreed
- Charged at a reasonable price when no price was agreed beforehand
If our services fail to meet these guarantees, you may be entitled to remedies including repair, replacement, or refund, regardless of the timeframes stated in this policy. Nothing in this policy limits or excludes your rights under the CGA or other mandatory consumer protection legislation.
International clients may have additional rights under local consumer protection laws. We will honour applicable mandatory provisions in your jurisdiction where they provide greater protection than this policy.
11. Dispute Resolution
If you are dissatisfied with a refund decision, we encourage you to contact us first so we can attempt to resolve the matter directly. Please email assist@vibeshine.world with "Refund Dispute" in the subject line and include all relevant correspondence.
If we cannot reach a satisfactory resolution within thirty (30) days, you may:
- Contact the New Zealand Disputes Tribunal if the claim is within their monetary jurisdiction
- Seek advice from the New Zealand Citizens Advice Bureau or your local consumer protection agency
- Pursue resolution through the courts of New Zealand as provided in our Terms of Use
We are committed to fair and transparent resolution of all customer concerns and will engage in good faith discussions throughout the dispute process.
12. Contact Information
For refund requests, cancellation inquiries, or questions about this policy:
Vibeshine — Refund Enquiries
Porirua City Centre, Porirua 5022, New Zealand
Phone: +64 22 437 7025
Email: assist@vibeshine.world
Business hours: Monday to Friday, 9:00 AM to 5:00 PM NZST
Related policies: Terms of Use | Privacy Policy | Cookie Policy