Refund Policy

This policy outlines the conditions under which Removalcartilage provides refunds for educational products, programs, and consulting services purchased through removalcartilage.world.

Last updated:

1. Overview

At Removalcartilage, we aim to deliver high-quality educational content and professional guidance for family nutrition. We understand that circumstances change, and this Refund Policy explains when and how you may request a refund for purchases made through our website or directly with our team.

This policy applies to all paid products and services offered by Removalcartilage, including downloadable educational materials, multi-week programs, and one-to-one consulting sessions. Free content and resources available on our website are not subject to this refund policy.

By making a purchase, you acknowledge that you have read and agree to the terms outlined in this policy, as well as our Terms of Use and Privacy Policy.

2. Company Details

Refunds are processed by:

Removalcartilage
128 Willis Street, Te Aro
Wellington 6011, New Zealand
Telephone: +64 4 385 2626
Email: assist@removalcartilage.world
Website: removalcartilage.world

3. Digital Educational Products

Digital products include downloadable guides, printable worksheets, recipe collections, and reference materials delivered electronically upon purchase.

3.1 Refund Eligibility

You may request a full refund for digital educational products within 14 days of purchase, provided that:

  • You have not downloaded or accessed the complete product files
  • You can provide proof of purchase (order confirmation email or receipt)
  • The request is made in good faith and not part of repeated refund abuse

3.2 Partial Access

If you have partially accessed or downloaded digital content, we may offer a partial refund at our discretion, taking into account the proportion of materials accessed and the nature of your concern.

3.3 Technical Issues

If you are unable to access a purchased digital product due to a technical fault on our end, we will either resolve the access issue promptly or provide a full refund regardless of the 14-day window.

4. Programs and Courses

Structured programs such as the Kitchen Confidence Program and other multi-week educational modules are subject to the following refund terms:

4.1 Before Program Start

If you cancel your enrolment before the program start date, you are entitled to a full refund minus any non-recoverable third-party fees (such as payment processing charges, typically under 5% of the purchase price).

4.2 Within the First Week

If you withdraw within the first 7 days after the program start date and have accessed no more than the first module, you may request a 75% refund.

4.3 After the First Week

After the first 7 days of an active program, refunds are generally not available unless exceptional circumstances apply (see Section 6). We may, at our discretion, offer credit toward future programs instead of a monetary refund.

4.4 Program Transfer

As an alternative to a refund, you may request a one-time transfer of your enrolment to a future program cohort, subject to availability. Transfer requests must be made at least 7 days before the current program start date.

5. Consulting Sessions and Personalised Plans

One-to-one consulting sessions and personalised household meal planning services (non-medical) are subject to the following terms:

5.1 Session Cancellation by Client

  • More than 48 hours before the scheduled session: Full refund or free rescheduling.
  • 24 to 48 hours before the scheduled session: 50% refund or one free rescheduling within 30 days.
  • Less than 24 hours before the scheduled session: No refund. Rescheduling may be offered at our discretion for a rescheduling fee of 25% of the session price.
  • No-show without prior notice: No refund.

5.2 Cancellation by Removalcartilage

If we cancel a session due to staff unavailability or unforeseen circumstances, you will receive a full refund or priority rescheduling at no additional cost.

5.3 Delivered Planning Documents

Once a personalised planning document has been delivered, refunds are not available unless the document contains a material error attributable to our team. Requests for revisions due to changed preferences are handled as a separate service.

6. Exceptional Circumstances

We recognise that unexpected situations arise. Refund requests outside the standard timeframes may be considered on a case-by-case basis for the following circumstances:

  • Serious illness or bereavement in the immediate family (documentation may be requested)
  • Significant technical failure preventing access to purchased digital content for more than 72 hours
  • Duplicate charges or billing errors
  • Material misrepresentation of a product or service on our part

To request consideration under exceptional circumstances, contact us with a detailed explanation and any supporting documentation. We will respond within 5 business days.

7. Non-Refundable Items and Situations

The following are not eligible for refunds:

  • Products or services fully consumed, completed, or delivered as described
  • Purchases made more than 30 days ago, except where required by consumer protection law
  • Third-party products or services recommended but not sold directly by Removalcartilage
  • Discounted or promotional purchases where the refund exclusion was clearly stated at the time of purchase
  • Gift purchases after the gift has been redeemed by the recipient
  • Requests made in bad faith, including repeated purchase-and-refund patterns

8. Refund Request Process

To request a refund, follow these steps:

  1. Email assist@removalcartilage.world with the subject line "Refund Request — [Order Number or Product Name]"
  2. Include your full name, email address used at purchase, date of purchase, and order reference number
  3. Provide a brief explanation of the reason for your refund request
  4. Attach proof of purchase if not readily available in our records

Alternatively, you may call +64 4 385 2626 during business hours (Tuesday to Friday, 9:00 AM – 5:00 PM NZST) to initiate a refund request.

We will acknowledge your request within 2 business days and provide a decision within 10 business days of receiving all required information.

9. Refund Processing Timeframes

Approved refunds are processed as follows:

  • Credit or debit card payments: Refunded to the original payment method within 5 to 10 business days after approval. Your bank may require additional time to reflect the credit in your account.
  • Bank transfer payments: Refunded within 5 business days after approval to the originating bank account.
  • Other payment methods: Processed within 10 business days using the original payment channel where possible.

You will receive email confirmation when a refund has been initiated. If you do not see the refund within the stated timeframe, contact us and we will investigate with our payment processor.

10. Your Consumer Rights

Nothing in this Refund Policy limits your rights under the Consumer Guarantees Act 1993 (New Zealand) or other applicable consumer protection legislation. If a product or service fails to meet consumer guarantees — for example, if it is not of acceptable quality, does not match its description, or is not fit for its stated purpose — you may be entitled to a remedy regardless of the timeframes stated above.

If you believe a consumer guarantee has not been met, please contact us with details. We will work with you to provide an appropriate remedy, which may include repair, replacement, or refund.

For disputes that cannot be resolved directly, you may contact the Disputes Tribunal of New Zealand or the Commerce Commission for guidance on your options.

11. Contact Us About Refunds

For refund enquiries or assistance with the refund process:

Refunds — Removalcartilage
128 Willis Street, Te Aro, Wellington 6011, New Zealand
Email: assist@removalcartilage.world
Phone: +64 4 385 2626

We review this Refund Policy periodically. The date at the top of this page indicates the most recent update.