Return & Cancellation Policy

Last updated: 11 June 2026

This policy applies to culture guide services purchased from Flexglowhip, a New Zealand-based business operating from Auckland. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 (CGA).

1. Consumer Guarantees Act 1993

Under the CGA, our services come with guarantees that they will be:

• Carried out with reasonable care and skill
• Fit for any particular purpose you told us about
• Completed within a reasonable time (if no time agreed)
• Charged at a reasonable price (if no price agreed)

If our services fail to meet these guarantees, you are entitled to a remedy — which may include re-supply of the service, compensation, or a refund depending on the severity of the failure.

2. Business Customers

If you acquire our services for business purposes (not personal, domestic, or household use), the CGA guarantees may not apply. Business terms will be set out in your service agreement.

3. Digital Guides

Customised digital culture guides are considered delivered when access is granted or files are sent. Due to the bespoke nature of our work, refunds are generally not available once customisation has begun.

If a delivered guide materially differs from the agreed scope in your written service agreement, contact us within 14 days. We will review and, where appropriate, provide revisions or a partial refund.

4. Printed Materials

Printed handbooks may be returned within 14 days if damaged or containing printing errors caused by us. Items must be in original condition. We cover return postage for defective items. Change-of-mind returns are not accepted on customised printed materials.

5. Workshops & Facilitation

• More than 14 days before session: full refund of prepaid fees
• 7–14 days before: 50% refund or free rescheduling
• Less than 7 days before: no refund; rescheduling subject to availability

6. Advisory Engagements

Ongoing engagements follow cancellation terms in your service agreement. Fees for completed phases are non-refundable. Unused prepaid hours may be refunded pro-rata with 30 days' written notice.

7. How to Request a Refund

Email callback@flexglowhip.world or call +64 9 978 9400 with your order reference and reason. We respond within 5 business days. Approved refunds are processed within 10 business days to the original payment method.

8. Fair Trading Act 1986

We must not mislead you about our services. If you believe a representation was false or misleading, see our Complaints Policy or contact the Commerce Commission.

9. Contact

Flexglowhip, 277 Broadway, Newmarket, Auckland 1023, New Zealand