Consumer Guarantees Act 1993
Where the CGA applies to your transaction, statutory guarantees and remedies sit alongside this policy. If a statutory remedy exceeds what is written here, the statutory remedy prevails.
Digital session plans
If a prepaid digital plan fails to activate within forty-eight hours of payment confirmation, you may request a full refund or a replacement licence key. After activation we offer pro-rata credits only when a documented outage exceeds twelve cumulative hours in a billing month.
Studio workshops
Cancellations made at least five full business days before the workshop start receive a refund minus a ten percent administration fee. Cancellations inside that window convert to a credit redeemable within six months. No-shows forfeit the fee unless serious weather events close public roads, in which case we reschedule first.
Physical goods
Printed manuals or merchandise shipped from Christchurch may be returned unopened within fourteen days of delivery. Opened items qualify only when a manufacturing defect is shown; photographic evidence begins the review. Return postage is your responsibility unless we shipped the wrong item.
Chargebacks
Contact us before initiating a card dispute so we can trace ledger entries. Friendly resolutions usually arrive faster than bank timelines.
Processing timeline
Approved refunds post to the original payment method within ten business days. Bank holidays in New Zealand may extend clearing times beyond our control.
How to request action
Email askuse@khodraxnquezrion.world with your order reference, reason, and preferred remedy. We respond with a written decision referencing this policy.