Refund Policy

1. Overview

Kneerefine sells educational products (downloadable guides, workbooks, and reference materials), structured programs (reading schedules and multi-week modules), and guidance sessions (one-to-one educational conversations and custom meal frameworks). This policy explains when refunds are available and how to request them.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 (CGA) or other mandatory consumer protection laws in New Zealand. Where the CGA provides you with rights that exceed this policy, those statutory rights prevail.

2. Business Details

Kneerefine
7 Queen Street, Auckland CBD, Auckland 1010, New Zealand
Email: admin@kneerefine.world
Phone: +64 9 300 7446

3. Educational Products (Digital Downloads)

3.1 Eligibility for Refund

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

• You have not downloaded or accessed the full product content, or
• The product is materially different from its description on our website (e.g., missing sections, incorrect file format, or content that does not match the advertised topic)
• The product file is corrupted or cannot be opened despite following our provided instructions

3.2 Non-Refundable Circumstances

Refunds for digital products will generally not be granted when:

• More than 14 days have passed since the date of purchase
• You have downloaded and accessed the complete product content
• You changed your mind after purchase but the product matches its description and functions correctly
• You expected specific personal outcomes from using the educational material (our products provide information and frameworks, not guaranteed results)
• The product was purchased during a clearly marked final sale or promotional event where refunds were explicitly excluded

3.3 Partial Refunds

In cases where a digital product bundle contains multiple items and only some items are defective or missing, we may offer a partial refund proportional to the affected portion, or provide replacement files at no additional cost.

4. Programs and Reading Schedules

4.1 Before Program Start

If you enroll in a structured program (such as the 14-Day Pantry Organisation Guide, Weeknight Speed Series, or 21-Day Reading Schedule) and request a cancellation before the program start date, you are entitled to a full refund minus any non-refundable processing fees disclosed at checkout (typically none).

4.2 After Program Start

Once a program has commenced and you have received access to program materials, refunds are available within the first 7 days of the program start date, provided you have not completed more than 25% of the program modules. A partial refund may be calculated based on the portion of the program remaining.

4.3 After 7 Days or 25% Completion

After the first 7 days of a program or after completing more than 25% of modules, refunds are generally not available unless exceptional circumstances apply (see Section 7).

5. Guidance Sessions and Custom Meal Frameworks

5.1 Session Cancellation by Client

If you cancel a scheduled guidance session with at least 24 hours notice, you may reschedule at no charge or request a full refund of the session fee. Cancellations with less than 24 hours notice may forfeit the session fee unless we can fill the appointment slot with another client.

5.2 Session Cancellation by Kneerefine

If we cancel a session due to staff unavailability or unforeseen circumstances, you will receive a full refund or the option to reschedule at your convenience.

5.3 Custom Meal Frameworks

Custom meal frameworks are prepared specifically for you. Once the framework has been delivered, refunds are not available unless the delivered document is materially incomplete or does not reflect the information you provided during the intake process. Refund requests for custom frameworks must be submitted within 7 days of delivery.

5.4 Completed Sessions

Guidance sessions that have been conducted are non-refundable. If you are dissatisfied with a completed session, contact us to discuss the concern. We may offer a complimentary follow-up conversation or credit toward a future session at our discretion, but this is not guaranteed.

6. How to Request a Refund

To request a refund, contact us through one of the following methods:

• Email: admin@kneerefine.world with the subject line "Refund Request"
• Contact form: contact.html on our website
• Phone: +64 9 300 7446 during office hours (Monday to Friday, 9:00 AM – 5:00 PM NZST)

Your refund request should include:

• Your full name and email address used for purchase
• Order reference number or date of purchase
• Product, program, or session name
• Reason for the refund request
• Any supporting documentation (e.g., screenshots of technical issues)

We will acknowledge your request within 2 business days and provide a decision within 10 business days. If additional information is needed, we will contact you promptly.

7. Exceptional Circumstances

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

• Serious illness or bereavement preventing participation in a program or session
• Duplicate charges due to a technical error during checkout
• Unauthorized transactions on your payment method (report these to your bank immediately as well)
• Product or service failure that we are unable to resolve through replacement or support

Exceptional circumstance refunds are evaluated individually. Contact us with relevant documentation and we will respond with a fair assessment.

8. Refund Processing

8.1 Method

Approved refunds are returned to the original payment method used for purchase. We cannot refund to a different card or account unless the original method is no longer valid, in which case alternative arrangements will be made after identity verification.

8.2 Timeframe

Once a refund is approved, processing typically takes 5 to 10 business days to appear on your statement, depending on your bank or payment provider. Credit card refunds may take one full billing cycle to display.

8.3 Currency

All refunds are issued in New Zealand Dollars (NZD), matching the currency of the original transaction. If currency conversion fees were applied by your bank during the original purchase, those fees are not refundable by us.

9. Consumer Guarantees Act 1993

Under the Consumer Guarantees Act 1993, services and digital products supplied by Kneerefine must be:

• Carried out with reasonable care and skill
• Fit for any particular purpose you told us about before purchase
• Delivered within a reasonable time (if no timeframe was agreed)
• Matched to their description and sample (if applicable)

If we fail to meet these guarantees, you may be entitled to a remedy including repair, replacement, or refund. This policy operates alongside your CGA rights and does not replace them. For more information about your rights under the CGA, visit the Consumer Protection website or contact the Commerce Commission.

10. Chargebacks

If you initiate a chargeback with your bank or payment provider before contacting us, we will provide the payment processor with evidence of the transaction and our refund policy. We encourage you to contact us first so we can resolve the issue directly. Unjustified chargebacks may result in suspension of access to purchased products and future services.

11. Free Resources

Free introductory resources, articles, and downloadable samples available on our website without payment are not eligible for refunds because no charge was made. If you experience technical issues accessing free resources, contact us and we will assist with access.

12. Changes to This Policy

We may update this Refund Policy from time to time. Changes apply to purchases made after the updated policy is posted. The date at the top of this page indicates when the policy was last revised. Purchases made before a policy update are governed by the policy in effect at the time of purchase.

13. Contact

For refund inquiries or to submit a request, contact:

Kneerefine
7 Queen Street, Auckland CBD, Auckland 1010, New Zealand
Email: admin@kneerefine.world
Phone: +64 9 300 7446

We are committed to resolving refund matters promptly and fairly.