Refund Policy

1. Scope of This Policy

This Refund Policy applies to all paid services and products offered by Spineherb, including:

• Planning consultation sessions (one-on-one, email, or phone-based)
• Structured meal challenge program enrollments (e.g., 30-Day Meal Challenge)
• Educational guides, recipe collections, and downloadable planning resources

This policy does not apply to free content available on the website, which carries no payment obligation.

2. Planning Consultation Sessions

Standard pricing: NZD $89 per consultation session (45-60 minutes).

Cancellation before the session

If you cancel a scheduled consultation session with more than 48 hours' notice, a full refund will be issued. If cancellation occurs within 48 hours of the scheduled session, a 50% refund will be issued. Cancellations made within 24 hours of the session are non-refundable unless the cancellation is initiated by us.

Rescheduling

You may reschedule a consultation session at no additional charge, provided that the reschedule request is made at least 24 hours before the original session time. Rescheduled sessions are subject to availability.

Sessions not delivered

If we are unable to deliver a scheduled consultation session due to circumstances on our side, a full refund will be issued within 5 business days.

3. Programs and Structured Challenges

Standard pricing: NZD $149 for 30-Day Meal Challenge program.

For program enrollments such as the 30-Day Meal Challenge:

• Within 3 days of enrollment: Full refund available if no program content has been accessed
• Days 4–7 of enrollment: 50% refund available if less than 25% of the program content has been accessed
• After 7 days or after accessing more than 25% of the content: No refund will be issued

Program content access is determined by server-side logs. If you encounter technical issues preventing content access, please contact us within 48 hours of the issue occurring.

4. Educational Guides and Downloads

Due to the digital nature of downloadable educational guides and recipe collections, all sales are final once a download has been initiated or access has been granted. A refund may be issued at our discretion if:

• The content is materially defective or inaccessible due to a technical error on our side
• The content significantly differs from what was described at the point of purchase

Refund requests for educational products must be submitted within 7 days of purchase with a written description of the issue.

5. How to Request a Refund

To request a refund, contact us using the following steps:

• Email us at online@spineherb.world with the subject line "Refund Request"
• Include your full name, the date of purchase, the service or product purchased, and your reason for the refund request
• Attach any relevant documentation (e.g., order confirmation, description of issue)

We will acknowledge your request within 2 business days and provide a decision within 5 business days of receiving all required information.

6. Refund Processing Timeline

Approved refunds are typically processed within 5–10 business days. The refund will be returned to the original payment method used at the time of purchase. Processing times may vary depending on your payment provider. We are not responsible for any delay caused by your financial institution.

7. Exceptions and Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• The client has already received and utilised the full service (e.g., completed consultation)
• The refund request is made outside the stated eligibility window
• Content was accessible and accessed as described at the point of sale
• Dissatisfaction based on subjective preference rather than a service deficiency
• Circumstances outside our reasonable control (force majeure events)

8. Consumer Rights

Nothing in this policy is intended to limit or exclude any rights you may have under applicable consumer protection law, including the Consumer Guarantees Act or equivalent protections applicable in your jurisdiction. If you believe your statutory rights have been affected, you are entitled to pursue remedies available under applicable law.

For New Zealand-based customers, applicable consumer protection laws remain in effect regardless of the terms of this policy.

9. Contact for Refund Enquiries

For all refund-related enquiries, please contact:

Spineherb
45A Paul Matthews Road, Rosedale, Auckland 0632, New Zealand
Phone: +64 800 742 762
Email: online@spineherb.world