1. Overview
This Refund Policy explains the conditions under which Wildernesswrstre ("we", "us", or "our") provides refunds for paid services and products offered through wildernesswrstre.world (the "Website"). This policy applies to consulting sessions, educational materials, and seasonal walk programmes described on our Walk and Groups pages.
General informational content on the Website is provided free of charge and is not subject to this Refund Policy. Illustrative group profiles on our site are editorial content — actual community clubs operate independently, and any fees they may charge are governed by their own policies, not ours.
By purchasing a paid service or product from us, you agree to the terms set out below in addition to our Terms of Use and Privacy Policy.
2. Products and Services Covered
2.1 Consulting Sessions
One-on-one or group consulting sessions covering walking club organisation, route planning guidance, communication setup, and related non-medical topics. Sessions are delivered remotely or by appointment at our Upper Hutt address.
2.2 Educational Products
Digital guides, route documentation packs, and informational materials designed for walking club organisers and participants. Products are delivered electronically unless otherwise stated at purchase.
2.3 Seasonal Programmes
Structured informational programmes such as themed walk challenges or multi-week exploration guides. These programmes describe activities and routes but do not include guaranteed participation outcomes or performance metrics.
3. Eligibility for Refunds
Refund eligibility depends on the type of purchase and the circumstances of your request:
3.1 Consulting Sessions
- Cancellation by you more than 48 hours before the scheduled session: Full refund of the session fee to your original payment method within 10 business days.
- Cancellation by you within 48 hours of the scheduled session: Refund of 50% of the session fee, or the option to reschedule once at no additional charge within 30 days.
- Non-attendance without prior notice: No refund unless exceptional circumstances apply at our discretion.
- Cancellation by us: Full refund if we cancel a session due to staff unavailability or technical issues on our side.
3.2 Educational Products
- Digital products not yet accessed or downloaded: Full refund if requested within 14 days of purchase.
- Digital products accessed or downloaded: Refund considered only if the product is materially defective, incomplete, or not as described. Evidence of the issue must be provided within 7 days of access.
- Duplicate purchases: Full refund for accidental duplicate transactions reported within 7 days.
3.3 Seasonal Programmes
- Before programme start date: Full refund if requested at least 7 days before the published start date.
- After programme start date: Partial refund may be offered on a pro-rata basis for unused portions if you withdraw within the first 14 days and have not accessed more than 25% of programme materials.
- Programme cancellation by us: Full refund of any fees paid for the affected programme.
4. Exclusions
Refunds are not available in the following circumstances:
- Dissatisfaction based on personal expectations of walking outcomes, fitness improvements, or social results, as our services provide informational guidance only
- Failure to attend scheduled consulting sessions without prior cancellation
- Requests made more than 30 days after purchase for digital products that were accessed without reported defects
- Third-party costs incurred independently by you, such as transport to walking locations or equipment purchases
- Services or products purchased through unauthorised channels not operated by Wildernesswrstre
- Chargebacks initiated without first contacting us to resolve the issue, except where required by your payment provider's policies
5. How to Request a Refund
To request a refund, contact us with the following information:
- Your full name and email address used at purchase
- Order or transaction reference number
- Date of purchase and product or service name
- Reason for the refund request with relevant details
- Supporting documentation if claiming material defect or non-delivery
Send refund requests to hello@wildernesswrstre.world with the subject line "Refund Request". You may also call +64 4 527 7402 during business hours (Monday to Friday, New Zealand time).
We acknowledge refund requests within 2 business days and aim to provide a decision within 10 business days. Approved refunds are processed to the original payment method within 10 business days of approval. Your bank or card issuer may require additional time to post the credit to your account.
6. Consumer Rights
Nothing in this Refund Policy limits your statutory rights under the New Zealand Consumer Guarantees Act 1993 or equivalent consumer protection laws in your jurisdiction. If a service or product fails to meet consumer guarantees regarding acceptable quality, fitness for purpose, or match its description, you may have rights to remedies beyond those described here.
Consumers in the European Economic Area may have additional rights under applicable EU consumer protection directives, including a 14-day withdrawal period for distance contracts where applicable. Contact us for information specific to your location.
7. Chargebacks and Disputes
If you dispute a charge with your payment provider before contacting us, we will provide transaction records and delivery confirmation to the provider as permitted. We encourage you to reach out to us first so we can resolve issues directly and efficiently.
Fraudulent chargeback claims may result in suspension of access to paid materials and referral to appropriate authorities where warranted.
8. Policy Changes
We may update this Refund Policy from time to time. Changes apply to purchases made after the updated policy is published. The date at the top of this page indicates the most recent revision. Purchases made before a policy change remain subject to the policy in effect at the time of purchase unless otherwise required by law.
9. Contact Us
For refund enquiries or questions about this policy:
Wildernesswrstre
Central Mall, Queen Street, Upper Hutt Central, Wellington 5018, New Zealand
Email: hello@wildernesswrstre.world
Phone: +64 4 527 7402