Return and Refund Policy
This policy explains how we handle cancellations, rescheduling, refunds, and credits for nutrition education services and related digital materials. It is designed to be readable alongside our Terms of Use and Privacy Policy, with additional protections for consumers where EU or Dutch law requires them.
Practical aim. We prefer to solve issues conversationally before money movement. If something prevented you from attending or accessing what you paid for, tell us promptly so we can propose a fair fix.
1. Services covered
This policy applies to live or remote nutrition education sessions, planning intensives, and bundled coaching blocks sold by Ghexoranvorlumen. Custom enterprise agreements may specify different refund mechanics; where they do, the signed document prevails.
2. Single-session bookings
If you cancel at least forty-eight hours before the scheduled start time, you may receive a full refund of the session fee or reschedule once at no charge, subject to availability. Cancellations within forty-eight hours are generally non-refundable because preparation time has been allocated, but we may offer a partial credit if you provide documentation of serious unforeseen events such as hospitalisation or bereavement.
3. Multi-session packages
Unused sessions in a prepaid package may be refunded on a pro-rata basis within fourteen days of purchase if no sessions have been delivered. After the first session is completed, refunds apply only to remaining sessions you have not booked, minus any administrative fee stated on your invoice. Credits expire if not used within three months of issuance unless we agree otherwise in writing.
4. No-show policy
Missing a confirmed appointment without notice typically counts as a consumed session. If technical failure on our side prevents delivery, we will reschedule at no cost or refund that portion.
5. Digital materials
Downloadable guides, templates, and recordings are generally non-refundable once the download link has been activated or the file has been streamed, unless a defect makes the content unusable and we cannot replace it within five business days.
6. Requesting a refund
Email ask@ghexoranvorlumen.world with your full name, payment reference, purchase date, and a short explanation. We acknowledge requests within three business days and decide eligible refunds within ten business days. Approved amounts are returned to the original payment method where technically possible; card networks may add their own settlement timelines.
7. Chargebacks
Initiating a chargeback without contacting us may delay resolution and can affect future bookings while the dispute is open. We will supply evidence to payment processors when charges were authorised and services were available.
8. Price adjustments
Promotional pricing applies only to purchases made during the stated window. Past purchases are not retroactively discounted unless required by law.
9. European Union and Dutch consumers
If you qualify as a consumer under EU or Dutch law, you may have a fourteen-day right of withdrawal for distance contracts unless you requested immediate performance and acknowledged that the right lapses once the service is fully delivered. Hybrid offerings that combine live sessions and downloads will be separated for withdrawal purposes where feasible.
10. Good-faith exceptions
We may deviate from this policy where fairness strongly supports an exception, such as documented natural disasters or platform outages outside your control. Exceptions are discretionary and do not create a precedent binding on future cases.
11. Contact
Ghexoranvorlumen, 129 Riccarton Rd, Riccarton, Christchurch 8041, New Zealand. Phone +64 3 341 7400. Email ask@ghexoranvorlumen.world.