1. Overview
At Vibrantactive, we aim to provide clear, valuable nature fitness programs and educational resources. We understand that circumstances change, and this 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 Vibrantactive, including digital program downloads, personalised activity planners, educational material bundles, and consulting sessions. It should be read alongside our Terms of Use and Privacy Policy.
We handle all refund requests fairly and transparently. Our team reviews each request individually and responds within the timeframes described below.
2. General Eligibility Criteria
To be eligible for a refund, the following conditions generally apply:
- The purchase was made directly through Vibrantactive or an authorised payment channel
- The refund request is submitted within the applicable timeframe for the product or service category
- You provide proof of purchase such as an order confirmation email or receipt number
- The product or service has not been fully consumed or substantially accessed beyond the permitted evaluation period
- The request includes a clear explanation of the reason for seeking a refund
Refund eligibility is assessed on a case-by-case basis. Meeting the general criteria does not automatically guarantee a refund, as specific conditions apply to different product categories as described in the following sections.
3. Digital Products and Educational Materials
3.1 Downloadable Resources
Digital educational products including movement guides, seasonal planning documents, and activity log templates may be refunded under the following conditions:
- Refund requested within 14 days of purchase
- You have not downloaded or accessed more than 20% of the total material content
- The material contains a significant error or is materially different from its description on our website
3.2 Evaluation Period
We provide a 7-day evaluation window for digital products during which you may review the material and request a refund if it does not meet your expectations, provided you have not exceeded the access threshold described above. This evaluation period exists to allow informed purchasing decisions without guaranteeing specific outcomes from using the materials.
3.3 Technical Issues
If you are unable to access purchased digital products due to technical issues on our end, we will either resolve the access problem within 5 business days or issue a full refund at your preference. Technical issues caused by incompatible devices or insufficient internet connectivity are not grounds for automatic refund but we will attempt to assist with alternative delivery methods.
4. Consulting and Guidance Sessions
4.1 Cancellation Before Session
Consulting sessions may be cancelled and fully refunded if:
- Cancellation is requested at least 48 hours before the scheduled session time
- The session has not yet commenced
4.2 Late Cancellation
Cancellations made less than 48 hours before a scheduled session may receive a 50% refund or the option to reschedule once within a 30-day period, at our discretion. No-shows without prior notification are not eligible for refund.
4.3 Completed Sessions
Consulting sessions that have been completed are generally non-refundable. If you believe the session did not align with what was described at the time of booking, you may submit a written complaint within 7 days of the session. We will review the matter and may offer a partial refund, a complimentary follow-up session, or another resolution we deem appropriate.
5. Structured Program Purchases
5.1 Multi-Week Programs
Structured programs such as the Coastal Circuit, Trail Familiarity Challenge, and multi-week fitness plans are subject to the following refund terms:
- Within 7 days of purchase, before starting Week 1: Full refund available upon request
- After starting Week 1 but before completing Week 2: Partial refund of up to 70% of the purchase price
- After completing Week 2 or beyond: No refund available, as substantial program content has been delivered
5.2 Personalised Activity Planners
Custom personalised plans are non-refundable once the written document has been delivered to you. If you request changes after delivery, we offer one complimentary revision within 14 days of delivery. Additional revisions may be available at a separate fee communicated before work begins.
5.3 Program Transfers
Programs are licensed to the purchasing individual and cannot be transferred to another person. Refund requests based on a desire to transfer ownership are not accepted, though you may purchase a separate program for another individual.
6. Non-Refundable Items and Situations
The following are not eligible for refunds under any circumstances:
- Products or services purchased more than 90 days before the refund request
- Items explicitly marked as non-refundable at the time of purchase
- Promotional or discounted bundles where the non-refundable condition was clearly stated
- Third-party products or services accessed through links on our website
- Requests based on dissatisfaction with personal experiences, as our programs provide educational guidance and results are not assured
- Requests from users who have violated our Terms of Use
- Partial program completion beyond the thresholds described in Section 5
7. How to Request a Refund
To initiate a refund request, follow these steps:
- Send an email to hello@vibrantactive.world with the subject line "Refund Request — [Your Order Number]"
- Include your full name, email address used for purchase, order number or receipt, date of purchase, and product or service name
- Provide a brief explanation of the reason for your refund request
- Attach any relevant documentation such as screenshots of technical issues if applicable
Alternatively, you may call us at +64 27 812 9619 during business hours (Monday to Friday, 9:00 AM – 5:00 PM NZST) to discuss your request. Phone requests will still require written confirmation via email for processing purposes.
We acknowledge all refund requests within 2 business days of receipt.
8. Refund Processing Timeline
Once a refund is approved:
- Credit card refunds are processed within 5 to 10 business days and may take an additional 3 to 5 business days to appear on your statement depending on your financial institution
- Bank transfer refunds are processed within 7 business days
- Digital product access is revoked upon refund issuance
- You will receive email confirmation when the refund has been processed
If a refund is denied, we will provide a written explanation of the reason and inform you of any alternative resolutions available, such as rescheduling, partial credit, or complimentary resources.
Disputed chargebacks initiated through your payment provider without first contacting us may result in suspension of access to purchased materials pending resolution.
9. Consumer Rights Under New Zealand Law
Nothing in this Refund Policy limits your rights under the Consumer Guarantees Act 1993 (CGA) where it applies to your purchase. Under the CGA, services must be carried out with reasonable care and skill, fit for any particular purpose you told us about, and completed within a reasonable time. Products must be of acceptable quality, fit for purpose, and match their description.
If a product or service fails to meet a consumer guarantee, you may be entitled to a remedy including repair, replacement, or refund. The remedy depends on whether the failure is major or minor. For major failures, you may choose a refund or replacement. For minor failures, we may choose to remedy the issue within a reasonable time.
If you believe a consumer guarantee has not been met, contact us with details and we will work with you to reach a fair resolution in accordance with applicable law.
10. Contact Information
For refund enquiries or assistance with this policy, contact:
Vibrantactive — Billing Enquiries
140 Otaihanga Road, Otaihanga 5036, New Zealand
Email: hello@vibrantactive.world
Phone: +64 27 812 9619
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (NZST)
Related policies: Terms of Use | Privacy Policy